Support Commands
The support commands gather the evidence for a support case from the Manager and every agent into one file: every machine's logs, the Manager's database with all credentials removed, and host facts. cdr support package is the command-line twin of the Support package card on the License screen, with more control over which agents are included and how much each sends.
For what a support package contains, what its database copy leaves out, and how long the Manager keeps it, see Logs and Diagnostics. For how to run cdr and the global options, see Command-Line Reference.
Note: A support package is confidential and not encrypted; cdr and the package's README.txt mark it CONFIDENTIAL. Credentials are removed, but it still describes your forest in detail. Store and send it as you would your own network documentation, and delete it when the support case is closed.
support package
Asks the Manager to build a support package, follows the collection, downloads the file, and then deletes the Manager's copy. While the Manager collects, the command prints a line for each machine as it finishes, with its state, file count, size, and any detail. Every 30 seconds without news, it says which machines it is still waiting for. At the end it prints a table of every source (SOURCE, KIND, STATE, FILES, SIZE, DETAIL), the path and size of the saved file, and the confidentiality warning.
The Manager builds one package at a time, and refuses to start one when its data disk has less than 2 GB free. If the Manager is still collecting when --wait runs out, the package carries on there; download it later with --id. The Manager keeps it for 24 hours after it finished.
The command never overwrites a file. If the output file already exists, it saves nothing and leaves the package on the Manager. A download that does not finish is deleted.
Requirements: The config.export capability (System Admin role).
Syntax
cdr support package [options]
Options
| Option | Description |
|---|---|
-o, --output <PATH>
|
Where to save the package: a file, or a folder to save it in under the Manager's file name for it. A path is a folder when it exists as one or ends in \. Default: the current folder. |
--days <N>
|
Logs last written within this many days, from 1 to 366. Default: 3. Cannot be combined with --all-logs. |
--all-logs
|
Everything each machine still retains, whatever its age. Can be large on a big estate. |
--agent <NAME>
|
Only this agent's logs, by machine name. Repeat the option for more agents. A name that is not an enrolled DC agent, storage agent, or Isolated Recovery Host agent is refused. Default: every connected agent. |
--no-agents
|
The Manager's part only: its logs, its database copy, and host facts. Cannot be combined with --agent. |
--max-agent-mb <MB>
|
The most any one agent sends, newest files first, from 1 to 8192. Default: 512. |
--wait <MINUTES>
|
How long to wait for the Manager to finish collecting, at least 1. Default: 60. |
--id <ID>
|
Download a package already started, for example after --wait ran out, instead of starting a new one. Cannot be combined with --days, --all-logs, --agent, --no-agents, or --max-agent-mb, because what goes in the package was decided when it was started. |
--keep-on-manager
|
Leave the package on the Manager after saving it. By default it is deleted there once saved. The Manager deletes it 24 hours after it finished either way. |
With --json, the command writes the saved file's path and size, whether it was removed from the Manager, and the package's full status, including each source.
Exit codes
| Code | Meaning |
|---|---|
0
|
Saved, and every machine was collected in full. |
3
|
The Manager refused to start the package, or the package failed on the Manager. |
6
|
The output file already exists. Nothing was overwritten, and the package stays on the Manager. |
7
|
Saved, but at least one machine is missing or partial—for example, an agent that was offline or over its size limit. The table gives the reason. |
8
|
Still collecting when --wait ran out. Download it later with --id. |
Examples
cdr support package cdr support package --days 7 --output C:\cases\ cdr support package --all-logs --agent dc01.corp.example.com --agent dc02.corp.example.com cdr support package --no-agents cdr support package --id 3f9a1c0b7e21
support list
Lists the support packages the Manager holds now: one being collected, or ones not yet downloaded and removed. Columns: ID, STATE, LOGS (the period collected), CREATED, BY, SIZE (not yet until the package is ready), and MACHINES (how many machines were collected in full, of how many). To save one, run cdr support package --id <id>.
Requirements: The config.export capability (System Admin role).
Syntax
cdr support list
When the Manager service does not start
cdr needs the Manager service. If the service does not start, run CygnaDR.Manager.exe support package on the Manager instead. It builds the Manager's part of a package without the service, with no agent logs. See Logs and Diagnostics.
