--- title: "Sending Technical Support Bundles to Infoblox" canonical: "https://docs.infoblox.com/space/netmri760/357140029/Sending%20Technical%20Support%20Bundles%20to%20Infoblox" format: markdown --- Support bundles are used by Infoblox for troubleshooting and optimization purposes. Technical data is sent using a secure connection. Support bundles are maintained by Infoblox Technical Support staff solely for the stated purposes. Some support bundle data may contain login information in cleartext. Users may wish to open the support bundle Tar file to edit any sensitive information such as login tuples or IP addresses. The **Advanced** **Support** **Bundles** page (**Settings** icon > **Database** **Settings** > **Advanced** **Support** **Bundles**) provides a convenient way to send technical data and debugging data to Infoblox for troubleshooting purposes and to improve NetMRI's analysis capabilities. > ⚠️ **Note** > ⚠️ > ⚠️ Support bundle operations require the SysAdmin role. You may also target troubleshooting information to specific devices in the managed network, including the ability to perform an SNMP Walk and SNMP debugging, and to run a discovery diagnostic on the specified network device. You may specify one device or up to three device IP addresses for this task. Support bundle data includes such things as NetMRI configuration and performance data, device identification database, and a significant collection of appliance debugging log files. Such data is used primarily when troubleshooting specific problems reported by customers. A support bundle may also be requested from time to time by Infoblox Technical Support staff to improve NetMRI's discovery and analysis capabilities, by searching for new device types and unusual processing situations. In all cases, send a support bundle only when requested to do so by Infoblox Technical Support staff. You may also receive instructions regarding the types of debugging logs to select for the support bundle. The Advanced Support Page provides the following information about active and resolved cases: | | | | --- | --- | | **Action** | Choose **Delete** or **Resend** from this menu. | | **Status** **Time** | The time of origination for the technical support case. | | **Case** **Number** | Infoblox Support case number. In YYDDMM-xxxxxx format. Infoblox Support assigns this value. | | **Description** | Descriptive information about the support bundle. | | **Status** | A data field that indicates, for example, Sent or Pending. Pending listings also may show the time period that will elapse before NetMRI generates the bundle file and sends it or stores it. | | **File** **Name** | The file name defined by the Support Bundle feature for the bundle archive file. The file name reflects the case number and an arbitrary string of numbers. | | **File** **Size** | The size of the bundle archive. Note that the file may exceed hundreds of megabytes in size. | To create a support bundle: 1. Log in to NetMRI using the **admin** account. 2. Click the **Settings** icon >** Database**** Settings **> **Advanced**** Support**** Bundles**. 3. Click the **New** icon (**+**) at the top of the page. 4. Enter the **Support**** Case ****Number** assigned to you by Infoblox Support. The value is defined in the YYDDMM-xxxxxx format. The system prompts for correct data entry if a mistake is made. 5. Select the **Log ****Set ****to ****Send** option: - **Standard**: Choosing this option automatically enables all applicable debug log categories as part of the new bundle. - **Custom**: Choosing this option enables all debugging and actions allowable for a support bundle, including **Install/Upgrade**, **Discovery**** Info**, and **System**** Data**, along with numerous categories of debugging log files. If you select the **Config Logs** Debug Log category, the current configuration files for all devices are included in the archive. Configuration files are a primary source of sensitive information, such as device admin user names, on the managed network. 6. Do one of the following: - If you are finished with the request bundle, click **Done**. - To specify devices for troubleshooting in the support bundle, complete the following steps (not available for Operating Centers): - In the **Support Bundle Wizard** window, click **Advanced****(Device)**. - For specific device troubleshooting, enter one to three individual device IP addresses in the **Device**** IP ****Address(es)** fields. - Select the appropriate test type: **Run**** SNMP ****Walk**, **Enable**** SNMP**** Debugging**, or **Run**** Discovery**** Diagnostic**. You multiple test types if necessary. - To override the stored NetMRI SNMP credentials for the devices chosen for troubleshooting, select **Override**** Net MRI**** Credentials**, choose the SNMP version in the corresponding field, and then enter the SNMP community string/passphrase (v1 and v2) or authentication and encryption (v3 only) protocols and passwords. Should you apply this change to more than one device IP address in the session (because you've entered two or three device IP addresses in the previous wizard step), ensure that the values you apply are correct for all devices; if the SNMP values are not the same, you may need to define a separate Device Support Bundle for each device. 7. If you selected **Advanced(Device)**, do one of the following: - To finish the request bundle, click **Done.** - If Infoblox Support requested that you include advanced debug flags for additional troubleshooting methods in the support bundle, complete the following steps: - Click **Advanced****(Debug)**. - Select the advanced debug flags requested by Infoblox Support. - Click **Done**. 8. In **Summary**, complete the following steps: 1. Enter the number of hours in the **Hours**** to ****wait ****before ****sending ****logs** field. 2. Select one of the following methods: - **Secure FTP (SFTP)**: Automatically uploads the bundle to Infoblox Tech Support. If you direct NetMRI to compile the bundle and send it to Infoblox, you can start the Bundle creation, log out from NetMRI and allow the process to complete, or carry out other tasks in the meantime. - **Manual Download**: Compiles the bundle into a tar.gz file and allows you to download it to your computer by clicking a link. 3. If the NetMRI admin wants to receive email notifications when the bundle is generated, sent, or downloaded, select **Email**** notification ****to ****me ****when ****complete**. 4. Click **Start**. During the process, the Support Bundles page refreshes until NetMRI completes the new Bundle. The Bundle listing appears in the Advanced Support Bundle table.