System Support Information for Troubleshooting

The show support-info command allows you to gather a set of information commonly requested by Oracle Support when troubleshooting customer issues.

The show support-info usage is as follows:

show support-info [standard | custom | media | signaling] {config}

standard—Displays information for all commands the show support-info command encompasses.
custom—Uses the /code/supportinfo.cmds file to determine what commands should be encompassed. If the file does not exist, then the system notifies you.
media—Executes and writes out only the show media commands to the support-info.log file.
signaling—Executes and writes all but the ACLI commands that display signaling data to the support-info.log file.

In all cases, the system displays the command’s output on the screen and writes the output to the support-log.info file (stored in /opt/logs).

Each time the show support-info command is executed a new support-info.log file is created. The previous support-info.log file is renamed by appending a .1 to the end of the file name. All additional support-info.log files are renamed to their previous number, plus 1. The Oracle Communications Session Border Controller maintains up to 6 support-info files: support-info.log and support-info.log.1 through support-info.log.5.

For example, when executing the show support-info command, a new support-info.log file is created. The existing support-info.log file is renamed to support-info.log.1. The existing support-info.log.1 file is renamed to support-info.log.2, and so on. If a support-info.log.5 exists prior to executing the show support-info command, it is deleted from the system when rotating the files.

The show support-info command combines the output of several ACLI commands into a single command. These include:

Included Data

This command combines the output of several other ACLI commands into a single command, which are listed in the table below.

Data Group	Included Data
General System Commands	show clock show version image show version boot show sipd spl show prom-info all display-alarms show process show arp show sessions show features show memory show buffers show health display-current display-run show user check-space-remaining code check-space-remaining ramdrv check-space-remaining hard-disk show process cpu all show spl
Physical Interface Commands	show interfaces show media physical show media phy-stats show media host-stats show media classify show media network show media frame-stats show media tm-stats dump-etc-stats
SIP Commands	show registration show sipd all show sipd agent
H323 Commands	show h323 show h323 h323stats show h323 agentstats show h323 stackCallstats show h323 stackPvtStats show h323 stackDisconnectInstate show h323 stacklist
Call Media Commands	show mbcd all show mbcd realms stack mbcd
Security Commands	show security certificates brief show security ssh-pub-key show security ssm-accelerator show security tls session-cache
Other Commands	ipt show all show acl info show acl summary show acl all (only in signaling) show ip connections (only in signaling) show dns stats show enum stats show routes

Using the ACLI show support-info command

To gather and ship information to Oracle Support using the show support-info command:

Select a meaningful filename for the file to which you will send data.
In either User or Superuser mode, type show support-info at the prompt. Include the name of the file you want to send the information to as follows:
```
ORACLE# show support-info 10102006
```
FTP the file to Oracle Support as follows:
Check the IP address of the system’s management port (wancom0). (You might think of this as a management address since it is used in the management of your system.)

Create the connection to your system. In your terminal window, type ftp and the IPv4 address of your system’s management port (wancom0), and then press Enter. Once a connection has been made, a confirmation note appears followed by the FTP prompt.

When prompted, enter your FTP username and FTP password information.

Invoke binary mode
```
ftp> binary
```
Note:
Caution: Be sure to use binary transfer mode. If you do not, transfers will be corrupted.

From the FTP prompt, change the directory to /opt/logs.
```
ftp> cd /opt/logs
```
Go to the directory where you are putting the file. To do this, type dir at the FTP prompt.
```
ftp> dir
```
At the FTP prompt, enter the get command, a Space, the name of the file from the directory that you want to be transferred, and then press Enter.
```
ftp> get <filename>
```
Confirmation that the connection is opening and that the transfer is taking place appears.

After the file transfer is complete, type bye to end the FTP session.
```
ftp> bye
```
Once you have confirmed that Oracle Support has received the file, delete it from the /code in order to free up directory space.

support-info command

To Display information on the screen gathered from the show support-info command:

In either User or Superuser mode, type show support-info at the prompt. Include more if you want to view the information one page at a time.
```
ORACLE# show support-info more
```
At the prompt at the bottom of the window, select one of the following ways to view further information:
- Enter a q to exit and return to the system prompt
- Press the <enter> key to view the next page
- Press the <space> bar to view the information through the end

System Configuration Listing

The show support info command can append the complete running config output (show running-config) to the end of the support output file by adding the config argument to the end of any show support-info command, except show support-info custom. For example:

ORACLE# show support-info standard config

SLB Information

The following show commands have been added so that more SLB-related debug information is available in the show support-info output.

show sip tunnels is added to show support-info and show support-info signaling
show sip ccp is added to show support-info and show support-info signaling
show sip lb-endpoints is added to show support-info and show support-info signaling

The following changes have been made to avoid this situation on the Oracle Session Load Balancer image (LCX image):

show ccd ccp is added show support-info