Collecting and Uploading Support Bundles

To collect support bundles from Compute Cloud@Customer Isolated you need to set up an external system with the appropriate certificates for authentication and authorization.

1. Ensure that the machine you are using, can connect to the management cluster virtual IP in the data center network.

2. With a user account that belongs to the C3IsolatedGroup authorization group, log in to the Service CLI and display the certificate and key required for service operations.

   PCA-ADMIN> getServiceabilityServerCerts
   Data:
   Certificate =
   -----BEGIN CERTIFICATE-----
   <certificate>
   -----END CERTIFICATE-----
   Private Key =
   -----BEGIN RSA PRIVATE KEY-----
   <key>
   -----END RSA PRIVATE KEY-----
   
   Support Bundle Endpoint = https://backup-provider.mysystem.example.com/support_bundles/
   Backup Endpoint = https://backup-provider.mysystem.example.com/backups/

3. Copy the certificate and key, including the BEGIN and END lines, to separate text files, and name them serviceabilityServerCert.pem and serviceabilityServerKey.pem.

4. Display the external silo CA chain.

   • Using a web browser: https://iaas.mysystem.example.com/cachain

     If a warning appears, accept it.

   • Using the Unix command line:

     $ curl -k https://iaas.mysystem.example.com/cachain

   • Using Windows Command Prompt (not PowerShell):

     C:\Users\User01>curl -k https://iaas.mysystem.example.com/cachain

5. Copy the entire output to a text file, and name it ca-chain.cert.pem.

Support Bundle Modes and Parameters

When generating a support bundle, always select Manual bundle type. For the SR parameter, Enter a short, meaningful identifier, or a service request (SR) number if you have one.

These support bundle modes are supported:

• Native – In native mode, logs are collected from a particular component type. Select the type you need:

  • Cisco Bundle: logs are collected from all Cisco switches

  • ILOM Snapshot: diagnostic data is collected from all ILOMs

  • SOS Report: diagnostic data is collected from all management and compute nodes

  • ZFS Bundle: logs are collected from both ZFS Storage Appliance controllers

• Triage – In triage mode, Prometheus platform_health_check is queried for both HEALTHY and NOT_HEALTHY status. If NOT_HEALTHY is found, use time slice mode to get more detail.

• Timeslice – In time slice mode, data is collected by specifying start and end timestamps.

• Combo – The combo mode is a combination of a triage bundle and a time slice bundle.

Using the Service Web UI

1. In the main menu, select Maintenance,then select ASR Bundles.

   The ASR Bundles page is displayed.

2. In the top-right corner, select Initiate ASR Bundle. The Initiate ASR Bundle window appears.

3. Enter all requested bundle parameters.

   1. Enter a bundle ID in the SR field and select Manual Bundle Type.

   2. Select a support bundle Mode: Combo, Native, Timeslice, or Triage.

   3. Enter the additional parameters for the selected mode, where applicable.

   4. Select Initiate ASR Bundle to start generating the support bundle.

4. The ASR Bundles table shows when a bundle is complete. Note the location where the support bundle is stored, because this is where you need to get the file for upload to Oracle Support.

Using the Service CLI

1. Create a support bundle using the asrInitiateBundle command.

   Syntax (entered on a single line):

   PCA-ADMIN> asrInitiateBundle bundleType=MANUAL sr=<bundle_id>
   mode=TRIAGE|NATIVE|TIMESLICE|COMBO
   [native mode] nativeType=ILOM_SNAPSHOT|ZFS_BUNDLE|CISCO_BUNDLE|SOSREPORT
   [time slice mode] startTime="yyyy-MM-dd'T'HH:mm:ss" endTime="yyyy-MM-dd'T'HH:mm:ss"

   Examples:

   PCA-ADMIN> asrInitiateBundle bundleType=MANUAL sr=ComboBundle01 mode=COMBO

   PCA-ADMIN> asrInitiateBundle bundleType=MANUAL sr=TimeSlice01 mode=TIMESLICE startTime="2025-10-03T12:00:00" endTime="2025-10-03T13:00:00"

   PCA-ADMIN> asrInitiateBundle bundleType=MANUAL sr=CiscoBundle01 mode=NATIVE nativeType=CISCO_BUNDLE
   Data:
     status = SUCCESS
     message = Bundle id - 3

2. List the support bundles generated on the system.

   PCA-ADMIN> asrGetBundles
   Data:
     id   bundleType   uuid                                   state      time
     --   ----------   ----                                   -----      ----
     1    manual       abdb93be-2e42-4cc7-8e75-7951c8063bce   Complete   2025-10-01T12:07:45
     2    manual       fbcdf127-03f1-4182-8c87-bfdc5f4e8fec   Failed     2025-10-01T12:27:49
     3    manual       18180828-21c1-49d2-8f2d-1508a16f4084   Complete   2025-10-02T08:05:30
     4    manual       bbadf3c5-3243-47e8-b154-00287bd12532   Running    2025-10-03T16:18:37

3. Display the details of the support bundle you need.

   PCA-ADMIN> asrGetBundle bundleId=3
   Data:
     Type = ASRBundle
     bundleId = 3
     bundleType = manual
     location = /support_bundles/CiscoBundle01_cisco-bundle_20251002T080531030/CiscoBundle01_cisco-bundle_20251002T080531030.tar.gz
     uuid = 18180828-21c1-49d2-8f2d-1508a16f4084
     sr = CiscoBundle01
     mode = native
     args = -sr CiscoBundle01 -t cisco-bundle
     state = Complete
     time = 2025-10-02T08:05:30

1. Ensure that you have the correct path for the support bundle you need. It's the location parameter displayed when the support bundle is successfully completed.

2. Log in to the external system you configured for support bundle collection. These files are required:

   • serviceabilityServerCert.pem (the server certificate for support bundle operations)

   • serviceabilityServerKey.pem (the private key for support bundle operations)

   • ca-chain.cert.pem (the CA chain)

3. Copy the support bundle from the endpoint of the management cluster.

   Syntax (entered on a single line):

   curl –O --cacert <path-to-ca-chain>
   --key <path-to-private-key> --cert <path-to-server-cert>
   <bundle_endpoint>/<bundle_location>

   For example:

   curl –O --cacert ca-chain.cert.pem --key serviceabilityServerKey.pem --cert serviceabilityServerCert.pem \
   https://backup-provider.mysystem.example.com/support_bundles/CiscoBundle01_cisco-bundle_20251002T080531030/CiscoBundle01_cisco-bundle_20251002T080531030.tar.gz

4. Log in to My Oracle Support with your My Oracle Support user name and password.

5. Create a new service request or open an existing service request.

6. Upload the support bundle as an attachment to the service request.

7. If the file is larger than 2GB, use curl to upload by means of FTPS or HTTPS.

   $ curl -T <path_to_file> -u <MOS_user_ID> ftps://transport.oracle.com/issue/<SR_number>/

   $ curl -T <path_to_file> -u <MOS_user_ID> https://transport.oracle.com/upload/issue/<SR_number>/