If a problem occurs in the system where this product is used, and a message instructing you to contact our customer support department is output to a log, use the following procedure to collect the troubleshooting data and contact our customer support department.
In CSG Web GUI, click [
] on the global pane.
The Settings dialog box is displayed.
Click Maintenance > Troubleshooting on the left pane.
The Download troubleshooting data screen is displayed on the right pane.
Click Download.
The Download troubleshooting data dialog box is displayed.
Click Download.
The dialog box for specifying the location to save the troubleshooting data is displayed.
Specify the location to save the troubleshooting data.
Confirm that the compressed file "csgsnap_date.zip" is saved to the location you specified in step 5.
Point
After the download starts, other users are unable to operate this product for a short time.
The probability of losing information that is necessary for investigation increases proportionally to the time elapsed since the problem occurred. Therefore, collect the troubleshooting data immediately after a problem occurs.
If CSG Web GUI cannot be used, use the following procedure to collect the troubleshooting data.
Log in to the console of this product using the administrator account (administrator).
Collect the troubleshooting data by executing the "csgsnap" command.
The collected troubleshooting data is output to "/Administrator/ftp/csgsnap.tgz".
Download the collected troubleshooting data with SFTP.
Specify the following user and password when downloading.
User: sftpadmin
Password: The password set in "Change sftpadmin Password" of the Initial Setup Wizard.
See
You can also collect the troubleshooting data with the CSG REST API. Refer to "Troubleshooting Data Download" in the "Reference Guide".
