How to: gathering diagnostics for a StorageCraft Support Case (Linux)

Article Number: 
348

Summary

This article outlines how to gather and send machine diagnostics to StorageCraft Support for use in a support case.

Instructions:


Affected products

 

Gathering logs for StorageCraft Support:

A variety of logs are used to troubleshoot issues with StorageCraft products on Linux.  Use the directions below to download and execute the diagnostic utility used to gather the required information and logs from a host. In some instances, additional logs may be requested by StorageCraft in order to troubleshoot a particular case. 

StorageCraft Diagnostic Tool XPlatform (dtx) For Linux

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DIAGNOSTIC TOOL XPLATFORM (DTX) FOR LINUX - QUICK INSTALLATION INSTRUCTIONS
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1. Download the appropriate archive from ftp://ftp.storagecraft.com.au/dtx/:

a. for CentOS 7 and Red Hat 7:

wget ftp://ftps.storagecraft.com.au/dtx-2.1.122-0_centos-7-x86_64_2017-06-16.tar.gz -O dtx-2.1.122.tar.gz

SHA256: 3427015470ea8aa5ae2fde7ea57b197f363d95ec1df9a8da60e47870a3cf88e8
SHA1:  b58293c9402df0716dda4e0c1fe069c6deded47b
MD5:  646cfa44715fc6cf74718e4ec00603e6

b. for CentOS 6 and Red Hat 6:

wget ftp://ftps.storagecraft.com.au/dtx-2.1.122-0_centos-6-x86_64_2017-06-16.tar.gz -O dtx-2.1.122.tar.gz

SHA256: a29e25551046ad116c811373b2fb5d5a7424fd621c312e72b0b3f5fd14a2453e
SHA1: ae14816b366e38c83a0bf75553b97221c512de3f
MD5:  dd7a7b4f6172a69a072a2d831b536980

c. for Ubuntu 16.04 (Xenial Xerus), Ubuntu 14.04 (Trusty Tahr) and Ubuntu 12.04 (Precise Pangolin):

wget ftp://ftps.storagecraft.com.au/dtx-2.1.122-0_ubuntu-x86_64_2017-06-16.tar.gz -O dtx-2.1.122.tar.gz

SHA256: a1b7c2c00c6d092f99f05f1c6564dacf8dec54aecac26d0163caf29570e07c83
SHA1: f8176db49c1a909298d7273217749aae5de0e204
MD5:  ac5d0d7ee71bdace01c29bbdb1fafec3

2. Decompress the archive by running:

tar -zxvf dtx-2.1.122.tar.gz

NOTE: Depending on where you extracted the archive, you may need to change permissions to run the application:

chmod 711 dtx

3. Run the application:

sudo ./dtx

NOTE: the archive file is located in the folder /var/opt/StorageCraft/dtx. If extracting the archive on a Linux system, ensure that the -C argument is used to avoid overwriting live system files!

4. To upload the generated archive to the StorageCraft Support FTP servers:

sudo ./dtx --upload-ftp <support region> <case number> <archive file>

As an example:

a. to the Support Centre in Sydney, Australia:

sudo ./dtx --upload-ftp au 99999999 /var/opt/StorageCraft/dtx/dtx_labx18_20160725T0703Z.tar.gz

b. to the Support Centre in Cork, Ireland:

sudo ./dtx --upload-ftp eu 99999999 /var/opt/StorageCraft/dtx/dtx_labx18_20160725T0703Z.tar.gz

c. to the Support Centre in Draper, USA:

sudo ./dtx --upload-ftp us 99999999 /var/opt/StorageCraft/dtx/dtx_labx18_20160725T0703Z.tar.gz

updated: 2017-06-19
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Sending logs to StorageCraft Support:

NOTE:  If manually uploading logs via a FTP client or if sending the logs via email, please rename the archive file generated to prefix it with the case number                       assigned. The case number is eight digits so please include leading zeros. For example:  00123456_dtx_labx18_20160725T0703Z.tar.gz.

              If the diagnostic utility is used to upload the archive file, it will automatically prefix the file with the case number.  

    • upload when opening a case:

The preferred method is to upload the archive file generated when opening a support case. This is an important step towards a faster resolution. If you do not have a support request open, gather the logs, then go to: http://www.storagecraft.com/support/support-request

    •  send via email:

Most of the time the archive file generated will be small enough that it can be sent via email. Note that the file must be in an archive format (.tar.gz for Linux and 7z or ZIP format for Windows) for StorageCraft to receive them. A 10 MiB limit exists on inbound email attachments to StorageCraft. If the archive file exceeds this size limit, please manually upload using a FTP client or by using the diagnostic utility.

    • upload using the diagnostic utility:

DTX can upload the archive file generated to the StorageCraft Support FTP servers. The syntax is:

sudo ./dtx --upload-ftp <support region> <case number> <archive file>

As an example:

sudo ./dtx --upload-ftp au 99999999 dtx_labx18_20160725T0703Z.tar.gz  ; to the Support Centre in Sydney, Australia
sudo ./dtx --upload-ftp eu 99999999 dtx_labx18_20160725T0703Z.tar.gz  ; to the Support Centre in Cork, Ireland
sudo ./dtx --upload-ftp us 99999999 dtx_labx18_20160725T0703Z.tar.gz  ; to the Support Centre in Draper, USA

    • upload using a FTP client:

If the archive file generated is larger than 10 MiB, use FTP to transfer the archive file to the StorageCraft FTP servers. Doing this requires an FTP client. If you do not have one, a link is included below to a free open source FTP client called FileZilla.

      1. connect using a FTP client with the username “anonymous” and no password
         
          • Port:                                             990
          • Username:                                 anonymous
          • Password:                                  <blank>
          • Encryption:                                explicit or implicit FTP over TLS (US and EU)
                                                                  plain FTP (AU)
      1. upload the files
      2. send a confirmation email confirming the file transfer and the name of the file transfered to the technician assigned to the case
         

Free FTP client (FileZilla):        http://filezilla-project.org/download.php/

NOTE: Once you are logged into the FTP site, you will not be able to get a directory listing. This is a restricted location where users cannot
              read the directory contents but can write into the directory.

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