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If you need assistance with a system you will often times get a request to send your configuration and log information over to our support server.  This can be done very easily using the 'Send Log Report' dialog.  Just press OK and your storage system will send the logs over automatically. 
[[Category:admin_guide]]


=== What if my storage appliance is on a private network? ===
When opening a new support ticket OSNEXUS will almost always ask for the system's configuration and log information. QuantaStor collects and uploads that bundle for you from the '''Send Support Logs''' dialog, so there is no need to gather files by hand.


If your storage appliance does not have access to the internet you'll need to generate the log report at the console or by logging into the system via SSH.
{{Navigation|Storage Management → Send Support Logs ''(toolbar)''}}
When you login you'll run this command but replace 'companyname' with your name or the name of the company with no spaces:


<pre>
It is also on the right-click context menu for a Storage System, as '''Send Log Report...'''.
 
[[File:security_send_support_logs.png|thumb|right|500px|Send Support Log Files dialog. Several systems can be collected in one report.]]
 
== Sending a log report ==
 
The '''General''' tab covers the common case:
 
* '''Select Storage System(s)''' -- tick each system to collect from. The grid shows each system's service, kernel and distribution version, so you can confirm you are collecting from the right nodes. In a grid, collect from '''every''' node involved in the problem rather than just the one showing symptoms; most issues worth a support case span more than one system.
* '''Support Ticket''' -- your existing case number. Filling this in is what attaches the bundle to the right case rather than leaving it to be matched up by hand.
* '''Contact Email''' -- who to reply to.
* '''Message/Reason''' -- a short description of the problem. Worth writing properly: it is the first thing the engineer reads alongside the logs.
* '''Skip log server ping pre-checks''' -- bypasses the outbound connectivity test. Use it in environments where the test does not reflect real reachability, for example where ICMP is blocked but HTTPS is permitted.
 
An '''Advanced Settings''' tab holds additional options for less common collection scenarios.
 
Press '''OK''' to collect and upload.
 
== What is collected ==
 
The collection gathers:
 
* the system log
* system hardware configuration information
* much of what is under {{Code|1=/var/log/}}
 
'''QuantaStor never collects data files from your [[Storage Pools]].''' Only system log and configuration files are included -- no volume, share or bucket contents.
 
== GDPR compliance and PII scrubbing ==
 
To ensure no personally-identifiable information (PII) is transmitted, the log collection '''scrubs usernames and other security related information''' from the logs before they are sent to OSNEXUS. This is what makes the Send Support Logs path GDPR compliant, and this is the default mode, nothing to enable.  Data written to Storage Pools is never collected, the log bundle only contains system diagnostics and system log files rather than anything identifying users or their data.
 
== Outbound access and proxies ==
 
The upload goes out over HTTPS to the OSNEXUS log server, so the system needs outbound access.
 
Where appliances reach the internet through a proxy, configure it once in '''[[Storage System#Proxy Settings|Storage System Modify --> Proxy Settings]]''' and the log upload uses it automatically, along with license activation and the [[Upgrade Manager]]. If the proxy is configured but internal traffic should bypass it, put your grid nodes in the '''No Proxy''' list.
 
== Systems on a private network ==
 
If an appliance has no route to the internet at all, generate the report at the console or over SSH and retrieve the file yourself.
 
Run this, replacing {{Code|1=companyname}} with your organization's name, with no spaces:
 
<pre style="font-size: smaller">
sudo qs-sendlogs companyname
sudo qs-sendlogs companyname
</pre>
</pre>


This will try to send the file to our log report server but will be unsuccessful without access to the outside network. That's ok, it will also leave a file like this one in the current directory which you can pull from the machine using an FTP utility like Filezilla or WinSCP:
The command attempts the upload and will fail without outbound access -- that is expected. It still leaves the bundle in the current directory, named like:


<pre>
<pre style="font-size: smaller">
qs_bug_report_20130726115100.companyname.tgz
qs_bug_report_&lt;timestamp&gt;.companyname.tgz
</pre>
</pre>


You'll need to email it so your customer support contact.
Copy that file off the system with any SFTP/SCP client -- WinSCP and FileZilla both work -- and email it to your support contact.
 


[[File:Send System Log.jpg|none|caption|Send Log Report]]
== Related pages ==


* [[Call-home / Alerting|Alert Manager]] -- ongoing alert delivery by email, ITSM webhook and SNMP, which is separate from support log collection
* [[Security Configuration]] -- audit logging, and the security settings the scrubbing protects
* [[Storage System#Proxy Settings|Storage System Modify]] -- proxy configuration used by the upload
* [[QuantaStor Touch Files]] -- {{Code|1=qs_logs.no_upload}}, which permanently disables the upload on a secure-site installation


{{Template:ReturnToWebGuide}}
[[Category:WebUI Dialog]]


''[[QuantaStor_Manager_Web_Admin_Guide | Return to QuantaStor Manager Web Admin Guide]]''
----
<small>''Verified against QuantaStor 6.9.0.''</small>

Latest revision as of 07:14, 3 September 2026


When opening a new support ticket OSNEXUS will almost always ask for the system's configuration and log information. QuantaStor collects and uploads that bundle for you from the Send Support Logs dialog, so there is no need to gather files by hand.

Navigation: Storage Management → Send Support Logs (toolbar)

It is also on the right-click context menu for a Storage System, as Send Log Report....

Send Support Log Files dialog. Several systems can be collected in one report.

Sending a log report

The General tab covers the common case:

  • Select Storage System(s) -- tick each system to collect from. The grid shows each system's service, kernel and distribution version, so you can confirm you are collecting from the right nodes. In a grid, collect from every node involved in the problem rather than just the one showing symptoms; most issues worth a support case span more than one system.
  • Support Ticket -- your existing case number. Filling this in is what attaches the bundle to the right case rather than leaving it to be matched up by hand.
  • Contact Email -- who to reply to.
  • Message/Reason -- a short description of the problem. Worth writing properly: it is the first thing the engineer reads alongside the logs.
  • Skip log server ping pre-checks -- bypasses the outbound connectivity test. Use it in environments where the test does not reflect real reachability, for example where ICMP is blocked but HTTPS is permitted.

An Advanced Settings tab holds additional options for less common collection scenarios.

Press OK to collect and upload.

What is collected

The collection gathers:

  • the system log
  • system hardware configuration information
  • much of what is under /var/log/

QuantaStor never collects data files from your Storage Pools. Only system log and configuration files are included -- no volume, share or bucket contents.

GDPR compliance and PII scrubbing

To ensure no personally-identifiable information (PII) is transmitted, the log collection scrubs usernames and other security related information from the logs before they are sent to OSNEXUS. This is what makes the Send Support Logs path GDPR compliant, and this is the default mode, nothing to enable. Data written to Storage Pools is never collected, the log bundle only contains system diagnostics and system log files rather than anything identifying users or their data.

Outbound access and proxies

The upload goes out over HTTPS to the OSNEXUS log server, so the system needs outbound access.

Where appliances reach the internet through a proxy, configure it once in Storage System Modify --> Proxy Settings and the log upload uses it automatically, along with license activation and the Upgrade Manager. If the proxy is configured but internal traffic should bypass it, put your grid nodes in the No Proxy list.

Systems on a private network

If an appliance has no route to the internet at all, generate the report at the console or over SSH and retrieve the file yourself.

Run this, replacing companyname with your organization's name, with no spaces: 

sudo qs-sendlogs companyname

The command attempts the upload and will fail without outbound access -- that is expected. It still leaves the bundle in the current directory, named like: 

qs_bug_report_<timestamp>.companyname.tgz

Copy that file off the system with any SFTP/SCP client -- WinSCP and FileZilla both work -- and email it to your support contact.

Related pages

Return to Using the Web Interface

Verified against QuantaStor 6.9.0.

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