Configuration and 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

  1. Select to expand the help menu.

  2. Select Generate Technical Support Report.

  3. The help menu updates to display the following message:

    Report is being generated.

    Download will start automatically.

  4. The generation completes and the help menu updates to display the following message:

    Report Downloaded Successfully.

Generate a Support Report via the Local Terminal

  1. Select Terminal.

  2. A local terminal window displays.

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

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

  5. 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 zip 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.

Following are two options for copying the file from Lighthouse:

  1. 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

    Note: For Windows users, WinSCP on Win10 also works.

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

    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.