Techsupport data handling
A techsupport file uploaded to the
upload.ipfabric.io server is stored
there only temporarily. The file is eventually moved to a permanent location
on Microsoft SharePoint. The
upload.ipfabric.io server is only accessible
to the IP Fabric Ops team, who facilitates the transfer to the permanent
location. The file in the permanent location has configured strict RBAC
rules allowing access to people at IP Fabric who need it for their work
(such as support team, Network Automation Engineers etc.).
A techsupport file from the IP Fabric appliance is one of many ways how you can share the discovered data with our support team and engineers. This quick tutorial demonstrates how to generate the file and share it with us. The techsupport file is encrypted. Only IP Fabric support staff is able to decrypt the data.
Generating Techsupport File
In the IP Fabric GUI, go to Support → Generate Techsupport:
Select data to be included in the techsupport file (when in doubt, keep the defaults):
Uploading Techsupport File
WEB / HTTPS
Please visit https://upload.ipfabric.io in your
browser to upload the generated techsupport for the IP Fabric team. Depending
on your location, you will be redirected to
upload.US.ipfabric.io (can be switched on the page). The username and password
are provided by IP Fabric Support.
If your IP Fabric appliance has direct internet access, you can upload the
techsupport file directly from it using the following
curl --user username:password \ -T "/home/autoboss/files/techsupport-xxx.tar" \ -X POST https://upload.EU.ipfabric.io/upload \ -f
Generated techsupport files are located in the
on the IP Fabric appliance.
In the command, you may change
https://upload.US.ipfabric.io/upload. The username and password are provided
IP Fabric Support.
What Is Included in Techsupport File?
System logs – Includes
dmesg, RabbitMQ, MongoDB, ArangoDB and IP Fabric API service logs. Customer data are not included.
Service logs – Includes IP Fabric discovery service logs without CLI. Included customer data are limited, only IP addresses which were used during discovery and serial numbers of devices are included.
Current Snapshot – Includes the currently-selected snapshot.
- Remove CLI logs from snapshot – Removes devices’ CLI logs from the currently-selected snapshot.
- Database dump – Includes the database dump of the currently-selected snapshot.
Complete database dump – Includes the database dump of all snapshots which are currently loaded in the memory.
Database dump without devices data – Removes all collected data from devices. Dump contains only error and service tables.
Snapshot and database dumps don’t include any customer credentials (passwords, keys etc.)