Generating a Support Report and CTERA Support

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If a problem arises with the CTERA Edge Filer, you can generate a report for CTERA support to use to identify and resolve the problem.

Automatically Sending Crash Reports to Support

If an edge filer crash occurs, you can have the edge filer automatically send a report to CTERA support so that analysis of the crash can begin as early as possible.

Note

If you want to use this option and access to the Internet is restricted, you need to ensure that this location is from a trusted list, and you must open port 443 outbound to an address provided by CTERA Support.

Crash reports do not include sensitive or personal information. The reports are sent encrypted. The only identifying content in the crash report is the DNS name.
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Click Enable to have the CTERA Edge Filer automatically upload crash reports to the CTERA support center in the event of a crash.

Click Disable if you no longer need this service enabled.

Manually Generating a Support Report

To generate a support report:

  1. In the Configuration view, select System > Support Report in the navigation pane.
    The Support Report page is displayed.
  2. Click either Generate Standard Report or Generate Advanced Report.
    The report is generated displaying the type of report. Standard or Advanced, and with the status, for example Collecting Data. On completion the status is Download Report.
    Note

    The advanced report includes migration logs and core dumps if the edge filer crashed. These core dumps can be very large.

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  3. Click Download Report to download the report to the local PC.

Send the report to CTERA Support to use to troubleshoot any problems. Reports do not contain sensitive or personal information except for identifiers used to identify the edge filer. The reports include:

  • Configuration files and schemas.
  • Edge filer metrics. For example, snapshots of CPU usage and SMB usage for the last hour, day, week and month.
  • Logs (including the SMB audit logs in the advanced report).

Accessing Remote Support

If CTERA Support requires access to an edge filer to further troubleshoot a problem, you can enable remote support whereby CTERA support will have access to the edge filer.

This support is limited to 7 days by default and requires the following:

  • TCP 443 outgoing.
  • DNS configured to allow resolving Internet hosts.
Note

If the firewall statefully verifies that the traffic is HTTPS, then TCP 22 outgoing is also required.

To enable remote support:

  1. In the URL for the edge filer, enter the string /main.html#/config/remote-support after admingui in the URL.
    For example, https://<edge_filer>/admingui/main.html#/config/remote-support
    The following screen is displayed.
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  2. Click Check Connectivity.
    The following screen is displayed:
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  3. You need to make sure that port 443 is open and possibley also port 22.
  4. Click Close.
  5. Click Enable and in the Enable Remote Support winddow that is displayed, enter the number of days you allow remote support and click Enable.
    The following screen is displayed:
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  6. Copy the token and click Close.
    The remote support status changes to Pending Authorization until remote support is activated.
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  7. Send the token you copied to CTERA Support.
  8. CTERA Support will use the token to access the ege filer to troubleshoot the issue.
Note

You can click Disable at any time before the expiry time to disable remote support.