Generate a Support Report from a Cisco Video Surveillance Server

Introduction

This document explains how to collect a suport report from a Cisco Video Surveillance Server (VSM) 7.x

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on the Cisco Video Surveillance Server 7.x

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Generate a Support Report from a Cisco Video Surveillance Server

Support reports contain detailed information about the server for use in troubleshooting and system analysis. These reports are used by your support representative and should be generated only when requested

The support report can be generated either using the CLI or the GUI of the VSM server

Using the GUI

Step 1. Login to the Video Surveillance Server's management console page using - https://<VSM ServerIP>/vsmc/



Alternatively on a Video Surveillance Operations Manager server login to the server and under the Opeartions Tab select 'Management Console' . This will open up the Management Console for the server where you can login with the 'localadmin' account.

Step 2. Select Support Report

Step 3. Click New

Step 4. If you are troubleshooting issues involving server crashes click on Include Core Files . If not leave the option unchecked

Step 5. Click Generate Report to create a new support report



Step 6. Wait for the report to be generated

Step 7. Select the report and click Download



Using the CLI

In many cases the GUI of the server may not be accessible , in such cases the support report can be generated using the CLI

Step 1. Establish a secure shell (SSH) session to the Cisco Video Surveillance  server using an application such as putty, and authenticate with the localadmin account

Step 2. Run the command sudo su - to change to super user mode



Step 3. Run the command support-report and wait for the report to be generated



Step 4. Establish a Secure File Transfer Protocol (SFTP) session to the server using an application such as WinSCP, and authenticate with the localadmin account



Step 5. Navigate to the /usr/BWhttpd/root/htdocs/download/ folder on the server

Step 6. Drag and drop the file from the server onto the desired location on your workstation 



Related Information

If the logs were requested by a Cisco TAC Engineer , they can be uploaded to the TAC case using one of the methods outlined in the below document

http://www.cisco.com/c/en/us/about/security-center/tac-customer-file-uploads.html

Here is a link to a video explaining how to capture the support report using the GUI

https://www.youtube.com/watch?v=oDSAZjUzaIc