Before you call support

Monitor NSP KPIs

You can use the NSP logging and monitoring functions to view the current system status using a wide variety of KPIs; see “NSP logging and monitoring” in the NSP System Administrator Guide for information.

Gather information

Collect the following information before you contact technical support.

Table 2-1: Required technical-support Information

Information type

Description

Issue description

  • recent GUI or XML API operations

  • screen captures or text versions of error or information messages

  • actions performed in response to the issue

Platform specifications

  • NSP software Release and patch level

  • NFM-P software release ID

  • OS type, release, and patch level

  • hardware information such as:

    • CPU type

    • number of CPUs

    • disk sizes, partition layouts, and RAID configuration

    • amount of RAM

System logs

System logs are crucial for system troubleshooting; see th appropriate topic in this chapter for specific log-collection information.

To collect NSP system logs

You can run the following script to collect the log files required by technical support:

  • on the deployer

    /opt/nsp/NSP-CN-DEP-releaseID/NSP-CN-releaseID/tools/support/systemDebugInfo/bin/get-debug-info.bash

    where releaseID is the NSP load name in the format N.n.n-rel.n, for example, 23.4.0-rel.2994

  • on an NSP auxiliary database station:

    /opt/nsp/nfmp/auxdb/install/bin/getDebugFiles.bash

To collect NFM-P system logs

You can run the following scripts to collect the log files required by technical support:

  • on a main server station:

    /opt/nsp/nfmp/server/nms/bin/getDebugFiles.bash

  • on an auxiliary server station:

    /opt/nsp/nfmp/auxserver/nms/bin/getDebugFiles.bash

  • on a main database station:

    /opt/nsp/nfmp/db/install/getDebugFiles.bash