Collecting support data - PingAccess - 8.0

PingAccess

bundle
pingaccess-80
ft:publication_title
PingAccess
Product_Version_ce
PingAccess 8.0 (Latest)
category
Product
pa-80
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.

By default, the tool collects information from:

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

Information the tool collects includes:

  • Environment details, such as:
    • Files present and their sizes
    • Certificate data
    • Version data
    • Java Virtual Machine (JVM)Java Virtual Machine (JVM)JVM A virtual machine that allows a computer to run Java programs and programs that are compiled to Java bytecode. details
  • System details, such as:
    • Crontab
    • Ifconfig
    • Netstat
    • Uname
Note:

Sytem details vary depending on the operating system you're using.

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
Note:

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.

To collect support data with the tool:

  1. Using your PingAccess administrator account and a terminal, go 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 Ping Identity Support directs you to do so, you can use additional options with these commands. For example, you can run the command with the --help option.

    For more information, see the PingFederate and PingAccess Support Data Collector knowledge base article.

    As the tool collects data, it displays its progress and any errors it detects. When it finishes collecting data, the tool places the data in a .zip file in the current directory. The format of the file's name is support-data-ping-$<hostname>-r-$<timestamp>.zip.

  3. Review any errors that the tool brought up during the collection process, and any errors that've been added to the support-data-ping-$<hostname>-r.log log file.

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

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