To contact customer support, email the following information to support@entrust.com.
- Your contact information
- A description of the problem
- The conditions under which the error occurred
- The troubleshooting activities already performed
Attach to this email a diagnostic report file for each installation node.
Report file generation
On each installation node, run the following command to generate a diagnostic report.
sudo diagnostic-report.sh [--password <pwd>] [--logs-since <hours>]For example:
$ sudo diagnostic-report.sh Gathering system information. This process could take a few minutes...Packaging the report...Randomly generated password:^zuD,h|o`3!>qSuccess. This file is meant for incidence analysis at the Support department's request.The file resulting from this execution must be sent to the aforementioned department.See below for the supported options.
Option | Description | Mandatory |
|---|---|---|
-p, --password <pwd> | Encrypt the generated diagnostics file with the | No, When omitting this option, the script ciphers the file with a random password containing 13 OWAS special characters and prints the password in the execution console. |
-s, --logs-since <hours> | Collect the logs generated in the last | No. When omitted, this value defaults to 24 hours. |
--fast | Perform a fast diagnostic report. | No. Do not use this option unless customer support indicates it. |
--disk-perf | Generate a disk performance report. | No. Do not use this option unless customer support indicates it. |
--no-host | Skip host reports. | No. Do not use this option unless customer support indicates it. |
-v, –-version | Show the version of the report generation tool. | No. |
-h, --help | Show help information on the report generation tool. | No. |
Report file path
The report generation tool generates a file with the following path.
<dir>/diagnostic-report-<YYYY-MM-MMT><hh_mm_ssZ>-<hostname>.edgSee the table below for each field.
Field | Value |
|---|---|
<dir> | The directory on which the tool is executed. |
<YYYY-MM-MMT> | The file generation date. |
<hh_mm_ssZ> | The file generation time. |
<hostname> | The hostname of the node on which the tool is executed. |