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TR7Enterprise Application Delivery & Security Platform
Which information should I collect before contacting TR7 support?
Short answer
The definition of the problem is added to the support ticket first: the vService name and the domain name, the exact error the client sees, the scope of the problem, the start time and the recent configuration changes. Then the device version (Current Version on the System Update screen) and the device identity (License ID and Device Fingerprint on the License Management screen), together with the Details messages in the right panel of the vService, the Status Logs records and, if any, the Encrypted Support Bundle file (How do I download the encrypted diagnostic bundle for the support team (Encrypted Support Bundle)?) are collected. For the problematic requests, HTTP Logs or Debug Mode Logs are exported, and for network-level problems, a pcap record is taken with tcpdump. For device-wide evidence, a support bundle that is anonymized by default is produced with sys-cmd support collect in WEB-CLI.
Checklist
| # | Item | Where from |
|---|---|---|
| 1 | Problem definition: the vService name and the domain name, the exact error (status code or screenshot), the scope (everyone or some users), the start time, the recent changes | User and administrator notes; for the changes, the Log tab of the vService |
| 2 | Version | Settings → General Settings → System Update → Current Version and the component rows; the screen shows only the device being used, and in a cluster, the version of the peer device is taken from its own interface |
| 3 | Device identity | Settings → General Settings → License Management → License ID and Device Fingerprint (copied with Copy Fingerprint) |
| 4 | vService status | vService screen → right panel → Details: the status messages and, if any, the N configuration error(s) line (screenshot) (What does the configuration error(s) warning in the vService preview (DNS Resolution Error, Port binding error) mean; where does Port Collision appear?) |
| 5 | Status history and the encrypted diagnostic bundle | Right panel → Status Logs → Encrypted Support Bundle → Download (How do I download the encrypted diagnostic bundle for the support team (Encrypted Support Bundle)?) |
| 6 | Sample requests | Logs & Tracking → HTTP Logs or Debug Mode Logs → Export (Excel, CSV or PDF) (How do I find out from the logs why a request failed (termination state)?) |
| 7 | Packet record (network and TLS problems) | tcpdump → Record as Pcap (Can I capture packets on TR7 and download them as a pcap (tcpdump)?) |
| 8 | Device-wide support bundle | sys-cmd support collect in WEB-CLI (the content of the bundle) |
Device-Wide Support Bundle
A user whose User type is Admin runs the following command in WEB-CLI:
sys-cmd support collect- The default privacy profile is anon: the IP and MAC addresses, the e-mail addresses and the known host and object names are converted into consistent pseudonyms inside the bundle (privacy profiles).
- The default scope is the last 7 days; at most 30 days can be selected.
- When the command finishes, a download link is written; the bundles are later listed and downloaded with
sys-cmd support list. - Before the bundle is sent, the
summary.txtfile inside it is opened; which sections were collected and the notes are written here (things to know). sys-cmdcommands work only for users whose User type is Admin (system commands · Things to Know).
Points to Note While Collecting
- Debug records: Since Debug Mode Logs rotates with a size limit, the records are taken with Export before Debug mode is turned off (What does Debug Mode record; how long should I keep it on?).
- Encrypted support bundle: This package is not produced manually; it is created automatically when the status of the vService changes to Error. If there was no change to Error, the device-wide support bundle is used.
- Cluster: The version, the status messages and the logs are collected separately for the two devices.
- If live monitoring is needed: How do I follow a specific user's problem in live traffic?
Common Misconceptions
- "The error message alone is enough." Without the time, the scope and the recent changes, the records cannot be matched.
- "A bundle that is not anonymized is better." The default anon profile is enough for most examinations; the full profile is used only when the support team requests it.
- "The Encrypted support bundle is produced on request." This package is created automatically only when the vService changes to the Error status.
- "In a cluster, the version of a single device is enough." The System Update screen shows only the device being used; the versions of the two devices are written separately.
How it is done in the documentation
