To contact customer support, email the following information to support@entrust.com.

  • Your contact information
  • A description of the problem
  • The conditions under which the error occurred
  • The troubleshooting activities already performed

Attach to this email a diagnostic report file for each installation node.

Report file generation

On each installation node, run the following command to generate a diagnostic report.

sudo diagnostic-report.sh [--password <pwd>] [--logs-since <hours>]

For example:

$ sudo diagnostic-report.sh
Gathering system information. This process could take a few minutes...
Packaging the report...
 
Randomly generated password:
^zuD,h|o`3!>q
 
Success. This file is meant for incidence analysis at the Support department's request.
The file resulting from this execution must be sent to the aforementioned department.

See below for the supported options.

Option

Description

Mandatory

​-p, --password <pwd>

​Encrypt the generated diagnostics file with the <pwd> password.

​No, When omitting this option, the script ciphers the file with a random password containing 13 OWAS special characters and prints the password in the execution console.

-s, --logs-since <hours>

Collect the logs generated in the last <hour>  hours, where <hour>  is an integer greater than 0.

No. When omitted, this value defaults to 48 hours.

--fast

Perform a fast diagnostic report. 

No. Do not use this option unless customer support indicates it.

--disk-perf

Generate a disk performance report. 

No. Do not use this option unless customer support indicates it.

--no-host

Skip host reports.

No. Do not use this option unless customer support indicates it.

-v, –-version

Show the version of the report generation tool.

No.

-h, --help

Show help information on the report generation tool. 

No.

Report file path

The report generation tool generates a file with the following path.

<dir>/diagnostic-report-<YYYY-MM-MM>T<hh-mm-ss>Z-<hostname>.edg

See the table below for each field.

Field

Value

​​<dir>

The directory on which the tool is executed.

<YYYY-MM-MM> 

The file generation date.

<hh-mm-ss>

The file generation time. 

<hostname>

The hostname of the node on which the tool is executed.