This article explains an alternative method for collecting Diagnostic Data by using the command line interface when the Graphical User Interface (GUI) is not accessible on a NetScaler SD-WAN WANOP appliance or WANOP VPX instance.

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Instructions

Prerequisite:

• IP connectivity to the WANOP appliance or VPX instance
• A Secure Shell (SSH) utility such as PuTTY
• SFTP client such as WinSCP for file retrieval

Procedure:

To collect diagnostic data using the Command Line Interface, complete the following steps:

Note: It is recommended that this process is completed during non-peak production hours.

1. Connect to the command line interface of a WANOP appliance or VPX using management IP address.



2. Log on using the management credentials if not modified (default: admin/password or nsroot/nsroot).



3. Run the following command to start the data collection:
show techsupport



4. The support file above can be found in /home/transfer/files/support
Note: The completed data is compressed as a TAR file and is available for download in the /files/support directory.
5. Open a SFTP session to the WANOP appliance using a SFTP client such as WinSCP with the "transfer" account credentials (default: transfer/password).
6. Navigate to /files/support directory to transfer the compressed file to a computer.

Upload Technical Support file:
Upload the compressed file(s) to https://cis.citrix.com, with the Service Request number as a reference.

The help command lists the options available for the show techsupport command. The default behavior is to collect all available options.

admin> help show techsupport

Syntax: show techsupport
        [-collect [-all-releases] (traces, cores, logs, crashes, drives)]
        [-priority "priority"]

This command executes a script that will gather data and store the resulting information in the form of a compressed file, so that the data can then be provided to Citrix Support.
The default behavior is to collect just current core and crash files, but the -collect option can be used to collect from one or more areas of interest, as well as across all releases.
  traces   = Traces (current, or all releases)
  cores    = Cores (current, or all releases)
  logs*    = Application Logs (current release, or all releases)
  crashes* = Kernel Crash Dumps
  drives*  = Drive Status and S.M.A.R.T. diagnostics
*NOTE : Logs, Crashes and Drives options are for the Linux-based appliance only.
The -all-release flag is for the Linux-based appliance only, and is used to also gather applicable information from 'all'/any prior releases.
The -priority setting is for Linux-based appliances only, and can allocate fewer or more system resources to the collection operation, which can impact every other running process.