Configuration & Technical support reports

Lighthouse can generate a technical support report that includes Lighthouse configuration information and the current system log for the Lighthouse VM.

The support technician may ask for this report if you contact Opengear Technical Support.

Generate a support report via the Lighthouse interface

To generate a complete configuration and status report regarding a given Lighthouse VM:

  1. Select Help > Technical Support Report

Lighthouse generates this support report on demand and the report includes the current system log. This process can take several minutes.

  1. Click Download support report.
    This downloads a PKZip archive to the local system. The archive’s filename is structured as follows:

support-[host-name]-[iso-8601-order-date-and-time-stamp].zip

It contains two files:

  • system.txt — the configuration information also presented in the Technical Support Report window.

  • messages — the current Lighthouse VM system log.

The two files are also presented in the Support Report text box below the Download support report link. Because the report includes the current system log, this is a long but scrollable presentation and is searchable using the web browser’s built-in search function.

Generate a support report via the local terminal

To generate a complete configuration and status report regarding a given Lighthouse VM:

  1. Select MANAGE > LIGHTHOUSE > Local Terminal.

  2. At the [hostname] login: prompt, enter an administrator username and press Return.

  3. At the password: prompt, enter the administrator’s password and press Return.

  4. At the bash shell prompt, enter
    support-report -z > /tmp/support.zip
    and press Return

The -z switch generates the same combined file produced by the Download support report link noted in the Lighthouse UI-specific procedure.

Note:In the example above, the redirect saves the generated PKZip file to /tmp/support.zip. However, be aware that the /tmp directory is deleted during a reboot, so the file might be saved to a different location.

Here are two options for copying the file from Lighthouse:

  • Use SCP from a Mac or Windows client. As scp only requires ssh access, no additional configuration is required on Lighthouse for this to work.

$ scp root@192.168.0.2:/tmp/support.zip .

root@192.168.0.2's password:

support.zip 100% 321 604.0KB/s 00:00

For Windows users, WinSCP on Win10 also works.

  • Use the FTP client on Lighthouse to copy the file to an FTP server. Passive mode must be used for this to work. Example:


    root@LH5-UK-Lab:/tmp# ftp ftp> open 192.168.0.216
    Connected to 192.168.0.216.
    220 im7200-demo-uk FTP server (GNU inetutils 1.4.1) ready. Name (192.168.0.216:root): fred
    331 Password required for fred. Password:
    230- *** Opengear UK Demo IM7216 ***
    230 User fred logged in. Remote system type is UNIX.
    Using binary mode to transfer files. ftp> passive
    Passive mode on. ftp> bin
    200 Type set to I. ftp> put support.zip
    227 Entering Passive Mode (192,168,0,216,208,166)
    150 Opening BINARY mode data connection for 'support.zip'.
    226 Transfer complete.
    4132664 bytes sent in 0.128 seconds (32262492 bytes/s) ftp> quit
    221 Goodbye.