Managing Tech Support Files

Support > Tech Support [Create Case, View Logs]

If you have a problem with an appliance, Silver Peak Support may ask you to send them specific debug files for evaluation. Listed under Help > Tech Support, these include log files, sysdump files, tech files, snapshots, and tcpdump results.

Files you upload to Support must be associated with a Case Number.

n	To open a new case, click Create Case & Upload Diagnostics to Silver Peak.

This requires you to have a valid Silver Peak Support account email address. An email will be sent to this address, confirming that a case has been created and providing you with a Case Number.

n	If you already have a Case Number, you’ll be asked to enter it when uploading any additionally requested files.

n	All debug files are stored on the appliances themselves. From the table, you can download a file to your computer or upload it to Support.

n	You can upload a file from your PC to Support, using the Advanced Options menu.

n	Although the Orchestrator logs aren’t visible to you in the menus, the Advanced Options menu lets you upload Orchestrator logs to Support or download them to your computer.

n	If necessary (for example, because of firewall issues), you can configure a proxy for uploading files to Silver Peak Support. Go to Orchestrator Administration > Proxy Settings.

Please send comments or suggestions regarding user documentation to techpubs@silver-peak.com.