Customer is asked to upload Content Analysis Sysinfo and Troubleshooting logs file to Symantec support for troubleshooting.
Sysinfo: Management Console > Utilities > System Information > Copy entire content and save as text file Then, upload via the MySymantec portal
Troubleshooting logs file:
Go to Management Console > Utilities > Troubleshooting > Create Troubleshooting Log
When prompted, you may select Cores to include in the logs. These are generated on a crash and may be needed to troubleshoot those issues. Otherwise, it is not necessary to include a core unless asked by an engineer.
Click the Create button
The filename appears as follows: troubleshooting_1426589984286.tar.xz.
You can either upload directly to the support ticket by using the option of "Upload selected logs to service request" and using service ticket format as 0- <8-digit SR number> (e.g.: 0-12345678) or download this file to your workstation and upload via MySymantec case portal.
To upload the troubleshooting information to the Symantec portal via the command line:
# diagnostics ?
activate-remote-access: Activate remote diagnostics access so that Symantec Support can help troubleshoot an issue on your appliance.
heartbeat view | send: View current heartbeat report or send it to Symantec.
: Generate and upload the service diagnostics information to Symantec. Enter the case number if you have opened a support case. Type service-info send ? to see a list of components that you can send; Support will typically request components to send.
# diagnostics heartbeat send
# diagnostics service-info send libraries
Imported Document ID: 000028915
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