Collecting support data - PingFederate - 10.3

PingFederate Server

bundle
pingfederate-103
ft:publication_title
PingFederate Server
Product_Version_ce
PingFederate 10.3
category
Product
pf-103
pingfederate
ContentType_ce

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 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
Tip:
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.
  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:
    • On a Windows operating system, use collect-support-data.bat.
    • On a Unix-based operating system, use ./collect-support-data.sh.
    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 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 according to the instructions from Support.