PingFederate Server

Collecting support data

When Ping Identity Support is helping an administrator troubleshoot a problem, it might ask the administrator to use the collect support data (CSD) tool to compile information about your PingFederate installation. The CSD tool is available through the pingfederate/bin directory.

About this task

The tool collects the following information by default:

  • pingfederate/bin

  • pingfederate/log (the most recent files of each type within a size limit)

  • pingfederate/server/conf(configuration files)

  • pingfederate/server/data (not key files)

The tool collects the following environment details:

  • files present and their sizes

  • certificate data

  • version data

  • JVM details

  • and so on

The tool also collects the following system details, depending on the operating system:

  • Crontab

  • Ifconfig

  • Netstat

  • Uname

  • and so on

If Ping Identity Support needs more information about the PingFederate installation than the default configuration provides, Support might ask the administrator to add a data collector to the tool by modifying its csd_configuration.yaml file.

The tool consists of the following files in the pingfederate directory:

  • bin/collect-support-data.bat

  • bin/collect-support-data.sh

  • bin/csd-1.0.jar

  • server/default/conf/collect-support-data/csd_configuration.yaml

You can use other parameters with the collect-support-data tool, including:

--encrypt

Encrypts the CSD output.

--outputPath

Specifies a directory for the CSD package.For additional information about these parameters and more, use the --help command.

Steps

  1. Using your PingFederate administrator account and a terminal, navigate to the pingfederate/bin directory.

  2. Use one of the following commands to run the CSD tool, depending on your operating system:

    Choose from:

    • On a Windows operating system, use collect-support-data.bat.

    • On a Unix-based operating system, use ./collect-support-data.

      Result:

      As the tool collects data, it displays its progress and any errors. When it finishes collecting data, the tool places the data in a zip file in the bin directory. The file name format is support-data-ping-${hostname}-r-${timestamp}.zip.

  3. Review any errors that the tool displayed during the process or added to the log file collect-support-data.log from the .zip file. If needed, resolve the errors and run the tool again.

  4. Send the support data .zip file to Ping Identity Support according to the instructions from Support.