Uploading support packages manually

You can use the management GUI or the command-line interface to upload support packages to the support center. If support assistance is configured on your systems, you can either automatically or manually upload new support packages to the support center to help analyze and resolve errors on the system.

You can select individual logs to either download to review or send directly to the support center for analysis.

Using the management GUI

The management GUI supports manually uploading support packages. Manually uploading support packages require that you download either a new support package or an existing support package to your system and then upload the file to support directly.

To manually upload a new support package to the support center, complete these steps:
  1. In the management GUI, select Settings > Support > Support Package.
  2. On the Support Package page, expand Manual Upload Instructions.
  3. In the Manual Upload Instructions section, click Download Support Package.
  4. On the Download New Support Package or Log File panel, select one of these types of support packages to download:
    • Type 1: Standard logs
    • Type 2: Standard logs plus one existing statesave
    • Type 3: Standard logs plus the most recent statesave from each node
    • Type 4: Standard logs plus new statesaves
  5. Click Download to download the support package to your local computer.
  6. After the download completes to your local computer, you can upload the package to the support center with one of the following methods:
    BlueDiamond
    Select the link to log in to the BlueDiamond portal. BlueDiamond provides enhanced security and support for healthcare clients. You must be a registered BlueDiamond client to use this option. After you accept the terms of service for the upload, log into the BlueDiamond portal with your user name and password.
    Upload over Browser
    Use this option for small files under 200 MB. Select the link to upload the support package to the support website through the web browser. On the support website, complete the following steps:
    1. Enter a valid PMR number that is associated with this support package.
    2. In the Upload is for field, select Other.
    3. Enter a valid email address for the contact for this package.
    FTP Transfer
    Use this option for larger files. Select the link to send the package to support with file transfer protocol (FTP). You can send packages to support with standard FTP (non-secure), secure FTP, or with SFTP, which is FTP over secure shell protocol (SSH). On the support port for FTP transfers, select the type of FTP you want to use and follow the instructions for that method.
To manually download and upload an existing support package to the support center, complete these steps:
  1. In the management GUI, select Settings > Support > Support Package.
  2. On the Support Package page, expand Manual Upload Instructions.
  3. In the Manual Upload Instructions section, click Download Support Package.
  4. On the Download New Support Package or Log File panel, select Download Existing Package.
  5. On the Select Support Package to Upload page, select the package or packages that you want to upload.
  6. Click Download to download the support package to your local computer.
  7. After the download completes to your local computer, you can upload the package to the support center with one of the following methods:
    BlueDiamond
    Select the link to log in to the BlueDiamond portal. BlueDiamond provides enhanced security and support for healthcare clients. You must be a registered BlueDiamond client to use this option. After you accept the terms of service for the upload, log into the BlueDiamond portal with your user name and password.
    Upload over Browser
    Use this option for small files under 200 MB. Select the link to upload the support package to the support website through the web browser. On the support website, complete the following steps:
    1. Enter a valid PMR number that is associated with this support package.
    2. In the Upload is for field, select Other.
    3. Enter a valid email address for the contact for this package.
    FTP Transfer
    Use this option for larger files. Select the link to send the package to support with file transfer protocol (FTP). You can send packages to support with standard FTP (non-secure), secure FTP, or with SFTP, which is FTP over secure shell protocol (SSH). On the support port for FTP transfers, select the type of FTP you want to use and follow the instructions for that method.

Using the command-line interface

To upload a support package or other file with the command-line interface, complete these steps:
  1. Enter the following command:
    satask supportupload -pmr pmr_number -filename fullpath/filename
    where the pmr_number is the number of an existing PMR and fullpath/filename is the full path and the name of the file that you are uploading. The -pmr and -filename parameters are not required. If you do not specify a PMR number, the file is uploaded by using the machine serial and type to route the file to the support center. If you do not specify a file name, the latest support package is uploaded.
  2. To verify the progress of the upload to the support center, enter the following command:
    lscmdstatus
    In the results of this command, verify that the supportupload_status is Complete, which indicates that the upload is successfully completed. Other possible values for this parameter include Active, Wait, Abort, and Failed. If the upload is Active, you can use the supportupload_progress_percent parameter to view the progress for the upload.
If you want to generate a new support package, complete these steps:
  1. Enter the following command in the command-line interface:
    satask snap -upload -pmr pmr_number
    where the pmr_number is the number of an existing PMR. The command generates a new support package and uploads it to the support center with the identifying PMR number. If you do not have a PMR number that corresponds with support package, then you can use the following command:
    satask snap -upload
    The command generates a new support package and uploads it to the support center by using the machine type and serial to route the package.
  2. To verify the progress of the upload to the support center, enter the following command:
    lscmdstatus
    In the results of this command, verify that the supportupload_status is Complete, which indicates that the upload is successfully completed. Other possible values for this parameter include Active, Wait, Abort, and Failed. If the upload is Active, you can use the supportupload_progress_percent parameter to view the progress for the upload.
Parent topic: Managing support assistance