From the ESM Console, you can create an ESM
tech support file containing the following information:
ESM Console and ESM Server settings
ESM Console and ESM Server logs
Database query results
The ESM Console aggregates
and packages these logs into a ZIP file (< 1GB) that you can
then download and send to Technical Support. Each time you generate
a new ESM tech support file, the ESM Console logs the event. You
can view the status and history of all tech support files from the
ESM Console and can also configure log forwarding to send logs about
the status of ESM tech support files to an external logging platform
or to an email address.
You can generate an ESM tech support
file from the
page. On average,
this process takes 10 minutes or fewer.
From the ESM Console, select
to start the collection
process. The ESM Console deactivates (grays out) the
during generation process.
Refresh the page to view the status of the file. When
the file is available, the ESM Console displays the time the file
was created and updates the file size in the download link. The
ESM Console reports a failure if it fails to generate the file within
the preconfigured timeout period (25 minutes).
You can also monitor logs related to ESM tech support file generation
page. From there, you
can filter the Report Type by Tech Support File Status, or filter
the Message by a specific job ID.
to save the file
and then send it to Technical Support, as needed. To view the history
of all available ESM tech support file requests, select
page. From there,
you can download previous files or delete them as needed. If the
tech support file failed to generate, the