In general, the following diagnostic information should be provided to the JetStream Software support team for troubleshooting purposes.

The information includes product-specific logs and configuration details crucial to the functioning of JetStream DR software. All necessary JetStream information can be  collected together as a consolidated "MSA support bundle" using a single command.

Note: It is strongly recommended to include the MSA support bundle when submitting new JetStream Software support requests. This will minimize your support response time.

Instructions

  1. Access the MSA UI with a web browser using either the MSA IP or FQDN.
  2. Log in as “root” using the MSA password established during the configuration process of JetStream DR.

Figure 7: Log into the JetStream DR MSA.

  1. Click the "Click here" link to collect the MS support logs.

Figure 8: Click the link to collect support logs.

  1. After clicking the link, the MSA will generate all necessary support logs. This process may take some time depending upon the size of the environment being evaluated.

Figure 9: Support logs will be generated automatically.

  1. After the logs have been generated they will be packaged into a single file for downloading. A message will appear announcing the support log bundle is ready for download.
    • Click the Download button to retrieve the log bundle.
    • Ensure your browser does not have a pop-up blocker enabled and files can be downloaded to your local system.

Figure 10: Download the support log bundle.

  1. Provide the log bundle to the JetStream Software support team.