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.

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

Check the disk space on your deployer

A common cause of failures during patch upgrades, such as images failing to import, is due to the deployer having run out of disk space. If you experience a failure such as “Error: patch.yml experienced an error” while performing an upgrade, check your deployer’s disk space.