Collecting Initial System Information: SteelCentral NetAuditor

What additional information can I provide support to help troubleshoot issues with SteelCentral NetAuditor?

From the command line, you can generate a compressed file containing technical support information. You can then provide this file to Riverbed support when you log a support case.

1. Choose Start⇒All Programs⇒Riverbed SteelCentral NetAuditor 18.0⇒Launch NetAuditor Service Console to access the command line.

2. Use the following commands to collect the support information.

   • To gather the default information:
     At the command line, type python collectSupportInfo.py and press Enter.
     With no specified operators, the script collects the default support information and writes the files (along with a compressed file) to your user AppData\Local\Temp directory as NetAuditorWebEditionLog <date-timestamp>.
   • To gather specific information:
     At the command line, type python collectSupportInfo.py -h to see operators you can use along with the script and press Enter. 
     
     • “-s” - Collects only the system information, such as the output from ipconfig_all, netstat, and so on.   
     • “-o OUTPUTDIR”—(Where OUTPUTDIR is the full path to the directory where you want the support files placed) Specifies the output directory where the compressed file will be placed. The default output directory is the Window temp directory.   
     • “-u USERHOMEDIR”—(Where USERHOMEDIR is the full path to the directory in which you installed NetAuditor) Specifies the location of the NetAuditor installation. By default the current directory is chosen.

3. Type exit at the command prompt to close the console window.

For example, if you want to create a logpack with the system information and publish the log package to C:\Temp, you will have to use the following command:

python CollectSupportInfo.py -so C:\Temp

Attaching Files to Your Case

See KB S13970 - Uploading Files to Riverbed for more information.

NetAuditor Full Edition, NetAuditor Web, NetAuditor Full Version