How to generate and export a Support Data package to the BlueStripe support team

If you are experiencing problems with FactFinder it might be necessary to export a Support Data (SD) package so that it can be analyzed by the BlueStripe support team. To collect SD, you can either use the FactFinder Console's GUI to generate the SD, or you can manually run the SD collection script locally on each component.

Generating SD Graphically Using the Console:

There are two ways to generate SD using the Console GUI. One way generates collector SD, while the other generates SD for the console and MS.

1. Generating SD for collectors using the console GUI:

In the console, click Tools –> Administration to open the Collector Management dialogue box.

Select the collector(s) that you want to collect SD for by checking the box next to the IP address.

Once you have selected the collector(s), click “Support Data”.

A screenshot for this step.

If you have a Support Case already open, please include the Support Case number in the field provided.

Choose “Save + Send to BlueStripe” which will automatically upload the SD to our FTP server.

2. Generating SD for the Console or MS using the Console GUI:

In the console, click Help ? 'Export Support Data Package' which opens the SD prompt.

If you have a Support Case already open, please include the Support Case number in the field provided.

A screenshot for this step.

By default, this method will collect SD from the console, MS and ALL of the collectors.

Note that checking “Also gather summary data from collectors” will retrieve data from EVERY collector being managed by the MS, and is not typically recommended.

Once you have selected what components to collect SD for, click 'Save + Send to BlueStripe' to automatically FTP the results to support.

To collect SD manually in Windows:

Log in to the machine that you would like to collect SD for. Make sure you have Administrator privileges.

For Windows machines, simply run the CollectBlueStripeData.vbs script located in the scripts directory of the installation path. For FactFinder version 8 or later, if you have an open support ticket, please include the ticket number using the following CLI argument: --case <ticket number>

Example: CollectBlueStripeData.vbs --case 1234

Location of SD collection script:

Console: C:\Program Files\BlueStripe\FactFinder\Console\scripts

Java Web Start Console: %AppData%\BlueStripe\FactFinderConsole-guid\scripts

Management Server: C:\Program Files\BlueStripe\FactFinder\Server\scripts

DB Loader: C:\Program Files\BlueStripe\FactFinder\DBLoader\scripts

Windows Collector: C:\Program Files\BlueStripe\Collector\scripts

These scripts will generate the SD file locally on the machine, which you can then upload to our FTP server.



To collect SD manually in AIX, Solaris, or Linux:

For an AIX, Solaris, or Linux Collectors run the collect-bluestripe-data.sh script located in the “/usr/lib/bluestripe-collector/scripts/” directory.

Log in to the machine that you would like to collect SD for. Make sure you have root or sudo privileges.

The script will generate the SD file locally on the machine, which you can then upload to our FTP server. Unless the --file <filename> option is used with the script, the Support Data Package is saved to /var/log/bluestripe-collector (if root) under the Collector's installation directory, or to the home directory of the user running the script (non-root).

For FactFinder version 8 or later, if you have an open support ticket, please include the ticket number using the --case=<case number> option:

Example: collect-bluestripe-data.sh --case=1234

Location of SD collection script:

AIX, Solaris, or Linux Collectors: /usr/lib/bluestripe-collector/scripts/

Management Server: /usr/lib/bluestripe-management-server/scripts/

DB Loader: /usr/lib/bluestripe-db-loader/scripts/

Upload the SD output

Connection: FTP or FTPS [FTP Secure - using TLS or SSL]

Hostname: sd.bluestripe.com

Username: sdftp

Password: SD_uploads
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Article ID: 3134891 - Last Review: 01/11/2016 02:36:00 - Revision: 1.0

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