Support Tool

The Zend Support Tool gathers server configurations and setup information.

The gathered information is used to help Zend's support team to troubleshoot support issues and provide comprehensive and efficient support.

Collected Information

In general, the information collected is defined in the definition file. If, for security reasons, you do not want to disclose specific information, you can edit the file to not include that information. However, the more information the support team can access, the better the chance of quickly resolving support-related issues.

Linux and OS X

 

 

Instructions on how to complete a procedure

To run the support tool:

  1. Enter the following command:

/usr/local/zend/bin/support_tool.sh

  1. To view a list of all available options, enter the following command:

/usr/local/zend/bin/support_tool.sh --help

  1. The files are saved by default at: $TMPDIR/zend-support-tool_$TIMESTAMP.tar.gz.
    If TMPDIR is not defined, it results to /tmp.
  2. Enter a note describing the issue, and press Enter.

 

Windows

The Support Tool software may be found in: <install_path>\bin\SupportTool.exe.

 

 

Instructions on how to complete a procedure

To run the support tool:

  1. From the Start menu, select Zend Server | Support Tool.
    The Zend Server Support Tool wizard is displayed.
  2. You can use the Support Tool to either gather information, or execute an action:
    • To gather all available information select Biggest Support Tool in the drop-down menu.
    • To gather the basic Support Tool information select Smallest Support Tool in the drop-down menu.
    • To customize which information is gathered, select Custom Selection in the drop-down menu, and select the relevant check-boxes.
    • To perform an action, select the 'Perform an action' option, and select the following:
      • Change 'admin' password - Select this option to change the Zend Server UI password for user 'admin'
      • Switch to Simple Authentication - Select this option to switch from Extended Authentication to Simple Authentication

      Note:

      Information gathering and actions cannot be performed together.

  3. Click Next.
    • If you selected to gather information, a new location selection dialog is displayed.
      Enter a location for the generated archive and click Next.
      The Support Tool generates a new archive file at the selected location.
    • If you selected to switch to simple authentication, this action is performed and the Support Tool wizard is closed.
    • If you selected to change the 'admin' password, a new Change Password dialog is displayed.
      Enter a new password, and click OK.
      The new password is created.

 

IBMi

To run the support tool:

  • Select option 3, Run Support Tool, in the Setup Menu.
    The default location for saving the files is:

     /tmp/zend_server_report_bug_$TIMESTAMP.tar.gz

The definition file is located in:

<install_path>/share/bugreport/files

This file contains the definitions for which files and directories to collect. Through this file, you can also define the name that will be used to create the archive, in case you do not want to use the default name.