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How to collect logs (support bundle) from Active IQ Unified Manager on a VMware vApp/OVA

Last Updated:

Applies to

  • OnCommand Unified Manager  9.5 and below (OCUM) 
  • Active IQ Unified Manager (AIQUM) 9.6+
  • VMware Virtual Machine OVA


1. Access the OVA's VMware Console. There are several ways to do this.


  • While logged into vSphere, Select the Unified Manager Virtual Machine and either:
    • Click the "Launch Console" button.
    • Click the "Launch Web" Console link.
    • Click the "Launch Remote" Console link.
    • Right click the virtual machine and click "Open Remote Console".
  • Alternatively one can also connect via SSH to the Unified Manager server using the maintenance user.
    • ssh <maintenance-user>@<unified-manager-ip>

2. Once connected to the maintenance console via the VMware Console Login as the maintenance user.


3. Select 4 for Support/Diagnostics.


4.  Select Generate Light Support Bundle or Generate Support Bundle. ​​​​​​


5.  If you choose Generate Support Bundle, select or deselect the available options to include in the support bundle.


  • database dump
    • A dump of the MySQL Server database.
  • heap dump
    • A snapshot of the state of the main Unified Manager server processes. This option is disabled by default and should be selected only when requested by customer support.
    • Usually very large in size.
    • Not Human readable.
    • Only used to troubleshoot server crashes.
  • acquisition recordings
    • A recording of all communications between Unified Manager and the monitored clusters.

6. Type "g", and press Enter to continue.

NOTE: Since the generation of a support bundle is a memory intensive operation, you are prompted to verify that you are sure you want to generate the support bundle at this time.

7. Type "y", and press Enter to generate the support bundle.

8. If you included database dump files in the support bundle, you are prompted to specify the time period for which you want database files included. Press Enter to proceed after entering in each value.

  • Enter the starting date in the format YYYYMMDD. For example, enter 20170101 for January 1, 2017.
  • Enter the number of days of statistics to include, beginning from 12 a.m. on the specified starting date. You can enter a number from 1 through 10. The system displays the period of time for which database statistics will be collected, and then it generates the support bundle.

9. ( Active IQ Unified Manager 9.8+ only ) If you selected Generate Light Support Bundle then type "g" and press Enter.


10. ( Active IQ Unified Manager 9.8+ only ) Once the support bundle creation is completed the script will then ask if you'd like to upload the support bundle to NetApp; Select (y/n) as desired.

NOTE: Starting with Active IQ Unified Manager 9.8 there is now an option to upload your support bundle directly to NetApp using your technical support case number. This upload option only exists in Active IQ Unified Manager 9.8 and above and requires an Internet connection. Previous version before Active IQ Unified Manager 9.8 do not have this feature. Both the Generate Light Support Bundle and the full Generate Support Bundle options are able to upload to NetApp.

  • If you choose to upload your support bundle you're Unified Manager server will need to be connected to the Internet for this process to complete successfully.


  • Enter in your technical support case number.
  • Once the upload is completed press any key to escape and return to the Maintenance Console menu.


11. If you choose not to upload your support bundle to NetApp Support or are not on a version of Unified Manager that has the upload feature, the support bundle will need to be moved off the OVA so that if can be uploaded to NetApp Support. In order to collect the support bundle we'll use either SFTP or SCP protocols to download the support bundle.

  • Suggested 3rd Party Programs
    • FileZilla
    • WinSCP
  • Use the maintenance user when logging in.
  • Alternatively, from the command line of a Linux or Unix host, a user could use the following commands. Use the name provided when the support bundle is generated (see previous screenshots for reference):
    • sftp <maintenance-user>@some-ocum-vapp:/support/support_bundle_20130501_140827_844.7z <destination directory>

    • scp <maintenance-user>@some-ocum-vapp:/support/support_bundle_20130501_140827_844.7z <destination directory>

  • Once you have the support bundle downloaded use the Knowledge Article How to upload a file to NetApp.


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