The purpose of this article is to provide instructions to retrieve and upload core dump files from a Symantec PacketShaper appliance for analysis
We will be using the recovery feature for this purpose.
Generating the dump file:
Connect the null-modem cable (included with your appliance) from the appliance's CONSOLE port to the serial port on your PC or workstation.
Open a terminal emulation program (such as HyperTerminal).
Verify that you have configured the program with the following values to communicate with the appliance's CONSOLE serial port:
9600 bps, 8 data bits, 1 stop bit, no parity, hardware flow control
Power cycle the PacketShaper.
Log in as the recovery user:
User name: recovery Password: recovery
The recovery menu appears.
Type 6 to perform a soft restart.
Enter yes when asked if you want to proceed. You will see a Please Wait … message for about 5-10 seconds.
When the recovery menu reappears, type 0 to exit. For approximately 60-80 seconds, the PacketShaper may be inaccessible, after which point the management functionality should become available and the PacketShaper should respond to pings.
Send the Core Dump Files:
Create a zip of the core dump files, download the zip file onto your local workstation, and then upload it to your support case on MySymantec.
Log in to PacketShaper via a web browser and go to the Advanced UI.
Go to the Info tab and click File Browser.
Browse to 9.256/log.
A single crash generates four files (with a fifth essentially being to replace latest.log with the most recent backtrace). These files can be grouped together either by the dates of their creation, or by the process ID at the time of the crash, typically a 4-5 character numeric value immediately before the file extension.
Locate the five most recently created files with the same process ID.
Select these five files and create a zip file. See Create a ZIP File.
Click update to see the zip file listed in the log folder.
Click the zip file to download it to your local workstation. See Download a File.
Log in to MySymantec, select the support case you have opened for the issue, and upload the zip file.
Please refer to the WebGuide for additional information: