This article describes the level of information to submit a hardware issue to the Technical Support team.
All information and data listed below is required for Skyhigh Security Support to be able to raise a request with our Hardware Service Provider, NCR.
General information on Skyhigh Security Hardware Service:
General Issue and Troubleshooting Details, Contact and Address information:
Issue Details:
- Description or symptoms of the issue
- Troubleshooting steps already performed
Contact Details:
Primary Contact:
- Full name
- Phone number
- Email address
Secondary Contact (or more as necessary) to include in all communications:
- Full name
- Phone number
- Email address
Onsite Details:
- Will an onsite technician be needed?
- Where's the appliance located?
- Can the appliance be accessed by a visiting engineer if required?
- Is there an issue with multiple visits if required?
- Are there any access restrictions or is advanced notice necessary to work on the appliance?
- Is the shipping address the same as the location of the appliance?
Address Details:
- Company name
- Street address (number and name)
- Secondary address if applicable (Department Name, Suite Number, Floor)
- City
- State/county
- Country
- Postal code (if applicable)
Debug Data
To troubleshoot the issue, we require log information from the appliance.
Obtain the getlogs information (preferred log information method):
- Install the getlogs package:
- Connect to your Web Gateway command-line interface (CLI) using SSH as the root user.
- Install the needed packages by running the following command:
yum install http://appliance.webwasher.com/support/getlogs.rpm
- Run the getlogs script:
NOTE: You can run the getlogs script while your Web Gateway appliance is running. There's no technical need to take the appliance offline.
- Connect to your Web Gateway CLI using SSH as the root user.
- Run the following command:
/opt/getlogs/getlogs.sh /opt/getlogs-output.zip
- When prompted, enter information about your system and issue. For example, SR X-XXXXXXXXX, WG 5500-D appliance, 1 drive failed. Press Ctrl+D when you're finished.
- If you have Intel® Active System Console or SNMP sub Agent (Intel SNMPSA) running, you're prompted to disable these services temporarily or skip certain steps of the data collection. We highly recommend that you press Enter to temporarily disable these services so that the data collection can be as complete as possible. The services are automatically restarted immediately after the data is collected.
- After the getlogs script has finished, transfer the output off your Web Gateway appliance, for example, using WinSCP. The .zip file is located under /opt/getlogs-output.zip.
System Event Logs (alternative to getlogs script):
If the
getlogs script doesn't run, you can collect System Event Logs using your Remote Management Module (RMM).
To gather logs using an RMM4 module:
- Log on to your RMM user interface.
- Select Server Health, Event Log.
- Select All Events under Select an event log category.
- Click Save Event Log below the log table.
To gather logs for an RMM3 module:
See
KB87321 - How to use the LDT Hardware tools to gather appliance troubleshooting logs.
Submit the issue to the Web Gateway Technical Support team:
Provide the completed information and debug data to the Web Gateway Technical Support team by sending an email via an existing Service Request.
Provide the zip archive by attaching it to the email, Service Request, or (S)FTP/SCP using the steps listed in
KB50534 - How to upload diagnostic files to Technical Support.
When the Technical Support team receives information, the hardware entitlement is checked for existing support. Then, a ticket is opened with NCR to initiate the replacement process.