Table of Contents

Collecting data to report an issue to Technical Support

The type of data required depends on the type of issue you are experiencing:

Log Collector packages

A Log Collector package provides comprehensive information about the DataMiner System, including software version, cluster composition, network and database statistics, and more. Even if the Log Collector package contains no errors, this can be valuable information, helping Technical Support verify that the DataMiner core logic is functioning correctly, and the issue lies elsewhere.

To save a Log Collector package:

  1. Connect to the DataMiner server using Remote Desktop.

  2. Right-click the DataMiner Taskbar Utility icon and select Launch > Tools > Log Collector

    Log Collector

    Note

    If the DataMiner Taskbar Utility icon is missing from the taskbar, or if the Log Collector option is not present in the dropdown list, you can manually find the C:\Skyline DataMiner\Tools\SLLogCollector\SL_LogCollector.exe file or download it from DataMiner Dojo.

  3. In the DataMiner Log Collector pop-up window, select Start in the lower right corner.

    Note

    If you want a memory dump to be saved, before starting the log collection, first select the checkbox next to Include memory dump and choose the required process(es) from the list. In the case of a run-time error, the necessary processes are selected automatically.

    Include memory dump
    DataMiner Log Collector version 10.3.2330.1610

  4. The Log Collector package will be saved by default in an SL_LogCollector folder on your desktop.

Tip

For more information about the Log Collector, see SLLogCollector.

Cube Debug information

When investigating issues related to DataMiner Cube, Cube Debug information is invaluable. You can access this information either through DataMiner Cube when Cube is connected to your DMA or via the Cube login page when Cube cannot connect to your DMA.

Cube is connected to your DMA

To export Cube debug information:

  1. In DataMiner Cube, go to Apps > About.

  2. In the general tab, select Export debug information.

    Export debug information
    DataMiner Cube version 10.3.10

Cube is unable to connect to your DMA

To export Cube debug information:

  1. On the login page, click the cogwheel button in the lower right corner and select About in the menu.

    Login page
    DataMiner Cube version 10.3.10

  2. In the general tab, select Export debug information.

To investigate why Cube could not connect to your DMA:

  1. Go to the DataMiner Cube start window, click the cogwheel button in the lower right corner, and select View logging.

    View Logging
    DataMiner Cube version 10.3.10

  2. In the Logs folder, find the file named corresponding to the current date, e.g. log20230904.txt for September 4th, 2023.

Web app recordings

For troubleshooting issues related to DataMiner web apps, such as DataMiner Dashboards, the Monitoring app, and DataMiner Low-Code Apps, we recommend using the DataMiner Web Support Assistant browser extension.

This extension is available for Google Chrome or any Chromium-based browser.

Installing the DataMiner Web Support Assistant

  1. Look up the DataMiner Web Support Assistant extension in the Chrome Web Store.

  2. Click Add to Chrome in the top-right corner.

  3. Restart your browser.

Creating a recording with the DataMiner Web Support Assistant

  1. Navigate to the tab where you are experiencing an issue with a DataMiner web app.

  2. Click the puzzle icon in the top-right corner of your browser and select DataMiner Web Support Assistant from the list of available extensions.

  3. Click the large red recording button to start the recording.

    Web Support Assistant icon and popup

    The extension will minimize, indicating that the recording has begun. The maximum duration for a recording is 10 minutes.

  4. Replicate the process that led to the bug or issue in the web app.

  5. When the issue has been successfully replicated, reopen the extension and click the red END button to stop the recording.

  6. Allow the extension to finish processing the data. This will be indicated by a loading screen. Do not close the extension during this process.

    Once the recording is ready, a green checkmark will be displayed.

  7. Click Download to download the ZIP file containing all the necessary data. This concludes the recording process.

Important

The extension only collects data from the tab in which the recording was started. Ensure to stay within that tab to accurately recreate the issue.

DELT export packages

When investigating issues related to a specific element or service, DELT (DataMiner Element Location Transparency) export packages are invaluable sources of information. This functionality allows you to export and import elements, services, and more to/from a .dmimport file.

Tip

For more information on DELT export and import packages, see Exporting and importing packages on a DMA.

To export an element or service:

  1. In the Surveyor, right-click the item and select Actions > Export.

    Export element
    DataMiner Cube version 10.3.10

  2. In the Export pop-up window, choose Export to DataMiner package (*.dmimport).

  3. Select the items you want to export. If you have selected to include a service, any elements within that group will automatically be included in the export. Similarly, if you have selected an SLA, the SLA service and its service children will automatically be included.

  4. Specify which additional information should be included (if any) using the checkboxes below this:

    • Trend and alarm data

    • Documents

    • Information events

    Unless requested otherwise, we recommend disabling these options to reduce the package size and export time.

  5. Select Export in the lower right corner.

    Exporting an SLA
    DataMiner Cube version 10.3.10

    Important

    If the export fails due to package size, consider excluding trend and alarm data. Also, try connecting directly to the DMA hosting the item to be exported.

Stream Viewer traces

Stream Viewer captures communication between the DMA and the monitored device.

To save a Stream Viewer trace:

  1. Right-click the element in the Surveyor or open the element card's hamburger menu.

  2. In the context menu or header menu, select View > Stream Viewer.

    Stream Viewer
    DataMiner Cube version 10.3.10

  3. In the Stream Viewer window, select Sniffer.

  4. In the Stream Sniffer pop-up window, specify the output location and capture duration, and click Start.

    Stream Sniffer
    DataMiner Cube version 10.3.10

    Note
    • We recommend setting the capture duration to 5 minutes.
    • Closing the Stream Sniffer and Stream Viewer windows will not interrupt the capture. However, closing or disconnecting Cube will stop the capture.
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