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How to Generate a Support Report

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Issue Details

The InsightCM Support Report is a way to generate a snapshot of the system’s configuration for troubleshooting purposes, either for the Cutsforth Support Engineers to review the configuration, or to replicate the asset tree and device configurations in a test server.

Reported in

Software Version

Hardware

InsightCM 3.6 and later

Any

Solution / Procedure

Description

There are two ways to generate the report: via the web application or, in exceptional cases when access is not available due to an error, via Command Line (CMD).

Option 1: Get the Support Report using the Web Interface:

  1. Go to the Navigation Menu > Utilities > Trace Logger

  2. Once there, click the Action Menu > Download Support Report

  3. The support .zip file will be in the default downloads folder

ICM_Support_Report_Web_Interface.gif

Option 2: Get the Support Report using the Command Line:

  1. Access the server where InsightCM is installed.

  2. Click the Windows menu button and typeCMD

  3. It will open the command prompt window.

  4. Type cd C:\Program Files\Cutsforth\InsightCM and hit Enter.

    Note: for NI versions of InsightCM (earlier than 3.8.5) the path is different, use: cd C:\Program Files\National Instruments\InsightCM Server 3.0

  5. Type InsightCMConsole.exe exportsupportfiles and hit Enter.

    Note: if using InsightCM 3.6 to 3.3, define the report output path: InsightCMConsole.exe exportsupportfiles -o path and pressEnter.

  6. The following output will be generated:

    Command_Line_Support_Report_Output.png

  7. The support zip file will be in the path shown above:

    C:\ProgramData\Cutsforth\InsightCM\Export\SupportReport.zip

Do you need more help?

Submit your questions or requests using the Support Ticket Submission form.

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