9.9. Providing Feedback and Reporting Problems

9.9.1. Contacting Oracle Specialist Support
9.9.2. Support Bundles

To ask a question or provide feedback, please contact the Oracle VDI Team and Community at https://communities.oracle.com/portal/server.pt/community/oracle_desktop_virtualization/392. You can also ask questions at the Oracle VDI Software Forum.

If you are reporting a bug, please provide the following information where applicable:

If you need a fix for a bug, and have an Oracle Premier Support for Software Agreement, open a case with Oracle Support at https://support.oracle.com.

9.9.1. Contacting Oracle Specialist Support

If you have an Oracle Customer Support Identifier, contact the Oracle VDI Support team directly for technical assistance at https://support.oracle.com. If you not have this information, find the correct Service Center for your country, and then contact Oracle Services to open a service request.

To open a case you need the following information:

  • Your Sun Service Contract number or Oracle Customer Support Identifier.

  • The product you are using: Oracle Virtual Desktop Infrastructure or Oracle VDI.

  • A brief description of the problem you would like assistance with.

  • Any logs or support bundles you have, see Section 9.9.2, “Support Bundles” for details.

9.9.2. Support Bundles

Oracle VDI can generate support bundles containing log files and system configuration from each host in an Oracle VDI Center. This information can be used by Oracle Support to analyze and diagnose system issues.

Administrators generate support bundles using the vda-center bundle-create command. The support bundle files can be uploaded for further analysis by Oracle Support.

Generating a Support Bundle

To generate a new support bundle, run the following command, as root, on any host in an Oracle VDI Center:

# /opt/SUNWvda/sbin/vda-center bundle-create

Creating support bundle for Oracle VDI Center "VDI Center"
A support bundle will be created on each host before collecting them together.
+ Start support bundle creation on vdi1.example.com...
+ Start support bundle creation on vdi2.example.com...
+ Done (vdi1.example.com)
+ Done (vdi2.example.com)

Collecting support bundles
+ Get support bundle from vdi2.example.com...
+ Done (269714541 Bytes moved.)

Creating archive of support bundles
+ Creating tarball...

The support bundle is located at '/var/tmp/VDI-Center-11_05_29_17-09-22.tar.'.

By default, this command creates a support bundle on each host in the Oracle VDI Center. It might take several minutes for each support bundle to be created. Once all the support bundles are created, they are copied to the host on which the command is run. All the support bundles are then combined into a single tar archive, which is stored in /var/tmp by default.

Support bundles use the Oracle VDI Center Agent for remote communication with the hosts in an Oracle VDI Center. If a host cannot be contacted, for example because of network issues, a warning is displayed and support bundles are created only for the hosts that can be contacted.

The behavior of the vda-center bundle-create command can be adapted using one or more of the following options:

vda-center bundle-create [-l |--localhost]
                         [-h <host1>,<host2> | --host=<host1>,<host2>]
                         [-d <directory> | --directory=<directory>]
                         [-v |--verbose]
                         [-g |--get]
                         [-b |--backup]
                         [<file name>]

Option

Description

-l

Generates a support bundle only for the host on which the command is run.

This option works even if the Oracle VDI Center Agent is no longer running on the host.

-h <host1>,<host2> ...

Generates support bundles for the specified hosts only.

-d <directory>

Specifies a different directory for storing the support bundles.

The specified directory must exist on all hosts.

For security reasons, this must be a directory or subdirectory in /tmp,/var/tmp/, /var/run/, or /var/opt/SUNWvda/.

-v

Prints out additional information messages when the support bundle is created.

-g

Gets the support bundles from the hosts, but they are not combined into a single tar archive.

-b

Includes full Oracle VDI backup data in the support bundle.

This option exports the entire content of the Oracle VDI database and includes it in the support bundle.

<file name>

Specifies the name of the tar archive.

If no name is specified, the name <center name>-<date> is used by default.

Uploading a Support Bundle

Support bundles are uploaded using the file transfer service from Oracle support at supportfiles.sun.com. Oracle Support might request that you upload using a different mechanism. For files up to 2 GB, use a standard browser and either the HTTP or HTTPS protocol to upload the files. For larger files, use the FTP protocol.

  1. Using a browser or FTP client, go to supportfiles.sun.com.

  2. Select the support bundle file to upload.

  3. Select a destination for the file.

    Unless Oracle Support request otherwise, select the cores directory.

  4. Enter a case number for the file.

    Oracle Support provide you with a case number when you open a service request is opened. Providing a case number ensures that the file is correctly associated with service request.

  5. Click the Upload button to upload the file.

    Some browsers do not show the progress of the upload.

    Do not click the Upload button multiple times, as this restarts the transfer.

    When the upload is complete, a confirmation message is displayed.

    The confirmation message contains the full path of the uploaded file. Write down the full path to the file, so that you can provide this information to Oracle Support, if the file is not associated with the correct case number.