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Creating Support Bundles

Support bundles include relevant log files, current configuration, and license server and operating system information that are useful for Teradici Support in diagnosing problems and recommending actions. You may be asked by your Teradici Support representative for a support bundle while troubleshooting.

Support bundles are created using the pcoip-support-bundler command. You must have superuser (sudo) permissions to use this command.

This command requires the PCoIP License Server's administrative password. If you have registered the password as an environment variable, it will be used automatically; otherwise, you will be prompted for it.

To generate a support bundle:

  1. Invoke the pcoip-support-bundler command.

    sudo pcoip-support-bundler

    Running with an empty password

    It is possible to run this command using a blank password (using -p with no argument). In this case, the bundler will exclude some information from the generated support bundle.

  2. Find the generated .tar.gz output in the /tmp directory:

    /tmp/pcoip-license-server-support-bundle-<date-time>.tar.gz

Understand the data the support bundler collects

Support bundles will collect the following files or command output:

  • /opt/flexnetls/TERADICI/* (except flexnetls.jar)
  • /opt/flexnetls/TERADICI/admintools/* (except flexnetlsadmin.jar)
  • /var/log/flexnetls-TERADICI/*
  • var/log/audit/*
  • /var/log/messages*
  • /etc/init.d/flexnetls-TERADICI
  • /etc/default/flexnetls-TERADICI
  • /etc/*-release
  • /etc/issue
  • pcoip-configure-proxy.py -v
  • pcoip-view-license.py -p
  • flexnetlsadmin.sh -server -config
  • flexnetlsadmin.sh -server -status

The output of the following system commands is collected:

  • id license_server
  • groups license_server
  • yum list installed
  • who
  • dmesg
  • ss -ax
  • semodule -l
  • sestatus
  • ps wwauxfZ
  • netstat -Wnap
  • firewall-cmd --list-all
  • iptables-save
  • df -hk
  • ip addr

In PCoIP License Server vesions 21.03.0 and earlier, support bundles included files from /var/log/secure*. These files could include sensitive information like passwords, if that information had been provided on the command line. As of version 21.03.1, these files are no longer collected. If you are using version 21.03.0 or earlier, you should audit files in /var/log/secure* for sensitive information or remove them from the generated support bundle tar file.