Collecting support data - PingAccess - 7.0

PingAccess

bundle
pingaccess-70
ft:publication_title
PingAccess
Product_Version_ce
PingAccess 7.0
category
Product
pa-70
pingaccess
ContentType_ce

When troubleshooting, Ping Identity Support might ask you to use the collect support data tool to compile information about your PingAccess installation.

The tool collects the following information by default:

  • <PA_Home>/bin
  • <PA_Home>/log (the most recent files of each type within a size limit)
  • <PA_Home>/conf (configuration files)

The tool collects environment details, including:

  • Files present and their sizes
  • Certificate data
  • Version data
  • Java Virtual Machine (JVM) details

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

  • Crontab
  • Ifconfig
  • Netstat
  • Uname

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

The tool consists of the following files in the PingAccess home directory:
  • bin/collect-support-data.bat
  • bin/collect-support-data.sh
  • tools/csd/csd_configuration.yaml
  • tools/csd/csd-1.1.jar
  1. Using your PingAccess administrator account and a terminal, navigate to the <PA_Home>/bin directory.
  2. Use one of the following commands to run the collect support data tool, depending on your operating system:
    • On a Windows operating system, use ./collect-support-data.bat.
    • On a Unix-based operating system, use ./collect-support-data.sh.
    Note:

    If directed to do so by Ping support, you can use additional options with these commands. Run the command with the --help option, or see the PingFederate and PingAccess Support Data Collector knowledge base article for more information.

    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 current directory. The file name format is support-data-ping-$<hostname>-r-$<timestamp>.zip.

  3. Review any errors that the tool displayed during the process, and any added to the log file support-data-ping-$<hostname>-r.log.

    If needed, resolve the errors and run the tool again.

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