Gathering System Information for Support
- WHAT?
The article gives instructions on how to gather information that can be passed to the SUSE support.
- WHY?
You want to know how to properly gather information about your system if there is a problem with the system.
- EFFORT
It takes up to 15 minutes of reading time.
- GOAL
You will learn how to create an archive of information about your system that can provide details about problems in your system to the SUSE support.
1 Why collect system information and logs? #
The supportconfig command-line tool collects and organizes detailed system information
and logs in a way that helps to reduce service request resolution times.
Private system information can be disclosed during the process of collecting information from the tool. If this is a concern, you can
remove the private data from the log files. There are other options to exclude more sensitive data.
supportconfig data is used only for diagnostic purposes and is confidential.
For more information on data privacy, refer to http://www.suse.com/company/policies/privacy/.
2 The supportconfig tool #
The tool creates a tar ball in the /var/log directory. Attach the log file tar ball to your
service request or if you cannot, email it to the engineer.
For more detailed information on working with SUSE Technical Support, see https://www.suse.com/support/handbook/.
If problems occur, use the supportconfig command-line tool to collect and organize system information
and logs. This helps reduce the time needed to resolve service requests. The collected data includes details such as the current kernel version,
hardware, installed packages, partition setup and more, and is automatically attached to your service request.
The command-line tool is provided by the package supportutils, which is installed by default.
If the package is not installed, install it with:
>sudozypper install supportutils
The supportconfig tool can integrate plug-ins that run
automatically each time the command is executed. Which plug-ins are available on your system, depends on the installed packages. The plug-ins
are stored in the /usr/lib/supportconfig/plugins/
directory.
The supportconfig tool creates a TAR archive with
detailed system information that you can hand over to Global Technical
Support.
3 Collecting system information with supportconfig #
To create a TAR archive with detailed system information that you can hand over to Global Technical Support, follow the procedure:
Run
supportconfigasroot. Usually, it is enough to run this tool without any options. For common options, refer to Section 3.1, “Commonsupportconfigoptions”.#supportconfig Support Utilities - Supportconfig Script Version: 3.1.11-46.2 Library Version: 3.1.11-29.6 Script Date: 2022 10 18 [...] Gathering system information Data Directory: /var/log/scc_d251_180201_1525 1 Basic Server Health Check... Done 2 RPM Database... Done 2 Basic Environment... Done 2 System Modules... Done 2 [...] File System List... Skipped 3 [...] Command History... Excluded 4 [...] Supportconfig Plugins: 1 5 Plugin: pstree... Done [...] Creating Tar Ball ==[ DONE ]=================================================================== Log file tar ball: /var/log/scc_d251_180201_1525.txz 6 Log file size: 732K Log file md5sum: bf23e0e15e9382c49f92cbce46000d8b =============================================================================/The command output is described below this procedure.
Wait for the tool to complete the operation.
The default archive location is
/var/log, with the file name format beingscc_HOST_DATE_TIME.txz. For the archive content description, refer to Section 4, “Overview of the archive content”.
The temporary data directory to store the results. This directory is archived as a tar file, see 6. | |
The feature was enabled (either by default or selected manually) and executed successfully. The result is stored in a file (see Table 1, “Comparison of features and file names in the TAR archive”). | |
The feature was skipped because certain files of one or more RPM packages were changed. | |
The feature was excluded because it was deselected via the
| |
The script found one plug-in and executes the plug-in
| |
The tar file name of the archive, compressed with |
3.1 Common supportconfig options #
Usually, it is sufficient to run supportconfig without
any options. However, you may need to use the following options:
-E MAILTo provide the contact e-mail.
-N NAMETo provide your name.
-O COMPANYTo provide your company name.
-P PHONETo provide your phone number.
-i KEYWORDSTo specify keywords that limit the features to check. KEYWORDS is a comma-separated list of case-sensitive keywords.
This option is particularly useful if you have already localized a problem that relates to a specific area or feature set only. For example, you have detected problems with LVM and want to test a recent change that you introduced to the LVM configuration. In this case, it makes sense to gather the minimum
supportconfiginformation around LVM only:#supportconfig -i LVM-FTo list all keywords that you can use to limit the features to check.
- -m
To reduce the amount of the information being gathered.
- -l
To collect already rotated log files. This is especially useful in high-logging environments or after a kernel crash when syslog rotates the log files after a reboot.
Use supportconfig -helpcommand to get a list of all the options.
4 Overview of the archive content #
The TAR archive contains all the results from the features. Depending on
what you have selected (all or only a small set), the archive can contain
more or fewer files. The set of features can be limited using the
-i option (see Section 3.1, “Common supportconfig options”).
To list the contents of an xz compressed tar file:
#tar-tJf /var/log/NAME_OF_TAR_FILE.txz scc_localhost.localdomain_250618_1154/basic-environment.txt scc_localhost.localdomain_250618_1154/basic-health-check.txt scc_localhost.localdomain_250618_1154/boot.txt scc_localhost.localdomain_250618_1154/bpf.txt scc_localhost.localdomain_250618_1154/cimom.txt scc_localhost.localdomain_250618_1154/crash.txt scc_localhost.localdomain_250618_1154/dbus.txt scc_localhost.localdomain_250618_1154/dhcp.txt scc_localhost.localdomain_250618_1154/dns.txt scc_localhost.localdomain_250618_1154/docker.txt scc_localhost.localdomain_250618_1154/email.txt scc_localhost.localdomain_250618_1154/env.txt scc_localhost.localdomain_250618_1154/etc.txt scc_localhost.localdomain_250618_1154/fs-autofs.txt scc_localhost.localdomain_250618_1154/fs-btrfs.txt scc_localhost.localdomain_250618_1154/fs-diskio.txt scc_localhost.localdomain_250618_1154/fs-gfs2.txt scc_localhost.localdomain_250618_1154/fs-iscsi.txt scc_localhost.localdomain_250618_1154/fs-softraid.txt scc_localhost.localdomain_250618_1154/ha.txt [...]
The following file names are always available inside the TAR archive:
basic-environment.txtContains the date when this script was executed and system information like version of the distribution, hypervisor information, and more.
basic-health-check.txtContains basic health checks, such as uptime, virtual memory statistics, free memory and hard disk, checks for zombie processes, and more.
hardware.txtContains basic hardware checks like information about the CPU architecture, a list of all connected devices, interrupts, I/O ports, kernel boot messages, and more.
messages.txtContains log messages from the system journal.
rpm.txtContains a list of all installed RPM packages, their names and versions and where they come from.
summary.xmlContains information in XML format, such as distribution, version and product-specific fragments.
supportconfig.txtContains information about the
supportconfigscript itself.y2log.txtContains YaST-specific information like specific packages, configuration files and log files.
The following table lists some of the available features and their file names.
| Feature | File name |
|---|---|
| AUDIT | security-audit.txt
|
| AUTOFS | fs-autofs.txt
|
| BOOT | boot.txt
|
| BTRFS | fs-btrfs.txt
|
| DAEMONS | systemd.txt
|
| CIMOM | cimom.txt
|
| CRASH | crash.txt
|
| DHCP | dhcp.txt
|
| DISK | fs-diskio.txt
|
| DNS | dns.txt
|
| DOCKER | docker.txt
|
| ENV | env.txt
|
| ETC | etc.txt
|
| ISCSI | fs-iscsi.txt
|
| LDAP | ldap.txt
|
| LIVEPATCH | kernel-livepatch.txt
|
| LVM | lvm.txt
|
| MEM | memory.txt
|
| MOD | modules.txt
|
| MPIO | mpio.txt
|
| NET | network-*.txt
|
| NFS | nfs.txt
|
| NTP | ntp.txt
|
| OCFS2 | ocfs2.txt
|
| PAM | pam.txt
|
| PODMAN | podman-root.txt
|
print.txt
| |
| PROC | proc.txt
|
| SAR | sar.txt
|
| SLERT | slert.txt
|
| SLP | slp.txt
|
| SMT | smt.txt
|
| SMART | fs-smartmon.txt
|
| SMB | samba.txt
|
| SRAID | fs-softraid.txt
|
| SSH | ssh.txt
|
| SSSD | sssd.txt
|
| SYSCONFIG | sysconfig.txt
|
| SYSFS | sysfs.txt
|
| TRANSACTIONAL | transactional-update.txt
|
| TUNED | tuned.txt
|
| UDEV | udev.txt
|
| UP | updates.txt
|
| WEB | web.txt
|
5 Submitting information to Global Technical Support #
After you have created the archive using the
supportconfig tool, you can submit the archive to
SUSE.
5.1 Creating a service request number #
Before handing over the supportconfig data to Global
Technical Support, you need to generate a service request number first.
You will need it to upload the archive to support.
To create a service request, go to https://scc.suse.com/support/requests and follow the instructions on the screen. Write down the service request number.
SUSE treats system reports as confidential data. For details about our privacy commitment, see https://www.suse.com/company/policies/privacy/.
5.2 Uploading targets #
After having created a service request number, you can upload your
supportconfig archives to Global Technical Support. In
the examples below, 12345678901 serves as a
placeholder for your service request number. Replace the placeholder with
the service request number you created in
Section 5.1, “Creating a service request number”.
The following procedures assume that you have already created a
supportconfig archive but have not uploaded it yet.
Run the
supportconfigtool as follows:To use the default upload target https://support-ftp.us.suse.com/incoming/upload.php?file={tarball}, run:
>sudosupportconfig -ur 12345678901For the FTPS upload target ftps://support-ftp.us.suse.com, use the following command:
>sudosupportconfig -ar 12345678901To use a different upload target, for example, for the EMEA area, use the
-Ufollowed by the particular URL, either https://support-ftp.emea.suse.com/incoming/upload.php?file={tarball} or ftps://support-ftp.emea.suse.com/incoming/:>sudosupportconfig -r 12345678901 -U https://support-ftp.emea.suse.com/incoming
After the TAR archive arrives in the incoming directory of our FTP server, it becomes automatically attached to your service request.
If the servers do not provide Internet connectivity, follow the steps below:
Run the following:
>sudosupportconfig -r 12345678901Manually upload the
/var/log/scc_SR12345678901*txzarchive to one of our servers. The selection of a server depends on your location in the world:North America: HTTPS https://support-ftp.us.suse.com/incoming/upload.php?file={tarball}, FTPS ftps://support-ftp.us.suse.com/incoming/
EMEA, Europe, the Middle East, and Africa: FTP https://support-ftp.emea.suse.com/incoming/upload.php?file={tarball}, FTPS ftps://support-ftp.emea.suse.com/incoming/
After the TAR archive arrives in the incoming directory of our FTP server, it becomes automatically attached to your service request.
6 More information #
The SUSE Technical Support Handbook provides detailed information on how to work with SUSE technical support. Below are links to key sections, but you may also find it helpful to review the full handbook.
7 Legal Notice #
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