1. Maintenance and Troubleshooting Guide
  2. Fault Management
  3. System Support Information for Troubleshooting

System Support Information for Troubleshooting

The show support-info command allows you to gather a set of information commonly requested by Oracle Support when troubleshooting customer issues.

The show support-info syntax is as follows: 

show support-info [custom | standard | media | signaling] [config] [file-only]
  • custom—Uses the /code/supportinfo.cmds file to determine what commands should be encompassed. If the file does not exist, then the system notifies you.
  • standard—Displays information for all commands the show support-info command encompasses.
  • media—Executes and writes out only the show media commands to the support-info.log file.
  • signaling—Executes and writes all but the ACLI commands that display signaling data to the support-info.log file.
  • config—Add the show running-config output to the output of the standard arguments.
  • file-only—Disables the output of commands to stdout and instead appends that output to the file support-info.log.

In all cases, the system displays the command’s output on the screen and writes the output to the support-log.info file (stored in /opt/logs).

Each time the show support-info command is executed a new support-info.log file is created. The previous support-info.log file is renamed by appending a .1 to the end of the file name. All additional support-info.log files are renamed to their previous number, plus 1. The Oracle Communications Session Border Controller maintains up to 6 support-info files: support-info.log and support-info.log.1 through support-info.log.5.

For example, when executing the show support-info command, a new support-info.log file is created. The existing support-info.log file is renamed to support-info.log.1. The existing support-info.log.1 file is renamed to support-info.log.2, and so on. If a support-info.log.5 exists prior to executing the show support-info command, it is deleted from the system when rotating the files.

The show support-info command combines the output of several ACLI commands into a single command. These include:

Included Data

The show support-info command concatenates over 150 commands into a single output for the purposes of providing status information on system problems to Oracle Technical Support. The list of commands displayed without arguments are listed in the table below in the order in which they appear, left to right across columns, then down by one row.

show spl show process cpu all show security ssm-accelerator
show security certificates brief show security authorized-key brief show security known-host brief
show security ca-key brief show security ca-user-revoke brief show security public-host-key rsa
show security tls session-cache show security tls stats show security ike errors
show security ike statistics show sa stats ike show sa stats ims-aka
show sa stats manual show sa stats srtp show datapath-config
show datapath dos stats-verbose Show datapath dos settings show interfaces
show virtual-interfaces show interfaces brief show interfaces ethernet
show media physical show media phy-stats show media host-stats
show media classify show media network show media frame-stats
show clock show version show version image
show version boot show version hardware show version secinfo
show platform all show linux proc partitions show linux proc meminfo
show linux proc devices show linux proc cmdline show linux dmesg
show linux uname show prom-info all display-alarms
show uptime show ntp status show ntp server
show process show arp show sessions
show features show entitlements show memory
show memory usage show memory application show memory sobjects
show queues show processes overload show buffers
show health display-current display-run
verify-config show users detail show fans
show temperature show power show volt
show sfps show datapath ppx info check-space-remaining code
check-space-remaining opt check-space-remaining hard-disk show interfaces
show media physical show media phy-stats show media host-stats
show media classify show media network show media frame-stats
show nat info show datapath ppx info show datapath ndp all
show datapath etc-stats memory show datapath hmu host show datapath usdp eth-stats
show datapath usdp memory pools show datapath usdp memory rings show registration
show sipd all show sipd acl debug show sipd agents
show sipd redundancy show sipd tunnels show sipd ccp
show sipd lb-endpoints show sipd tcp show sipd rate
show rec show directory /opt/crash show security ipsec tunnels
show balancer tunnels show balancer tunnels errors show balancer tunnels fragments
show balancer tunnels statistics show process cpu all show acl info
show acl summary show policy-server stats show packet-trace
show dns stats show comm-monitor stats show enum stats
show enum status show stir stats show stir all
show routes show radius all show loglevel all
show h323d show h323d h323stats show h323d agentstats
show h323d stackCallstats show h323d stackPvtstats show h323d stackDisconnectInstats
show h323d stackDisconnectOutstats show mbcd all show mbcd realms
show mbcd redundancy show mbcd stun show msrp statistics
show security ipsec debug show monitoring dynamic-monitoring-filters summary show monitoring dynamic-monitoring-filters global
show monitoring dynamic-monitoring-filters int-ev show monitoring dynamic-monitoring-filters realm show monitoring dynamic-monitoring-filters session-agent
show fraud-protection stats show xcode codecs show xcode api-stats
show xcode dbginfo show xcode dsp-events show xcode load
show xcode xlist show redundancy xserv journals size show redundancy xserv journals perf
show tdm channels show tdm dialplan show tdm spans
show tdm status show ip tcp show ip udp
show ip sctp show ip statistics show acl brief

Using the ACLI show support-info command

To gather and ship information to Oracle Support using the show support-info command:

  1. Select a meaningful filename for the file to which you will send data.
  2. In either User or Superuser mode, type show support-info at the prompt. Include the name of the file you want to send the information to as follows: 
    ORACLE# show support-info 10102006
  3. SFT the file to Oracle Support.

support-info command

To Display information on the screen gathered from the show support-info command:

  1. In either User or Superuser mode, type show support-info at the prompt. Include more if you want to view the information one page at a time.
    ORACLE# show support-info more
  2. At the prompt at the bottom of the window, select one of the following ways to view further information:

    • Enter a q to exit and return to the system prompt

    • Press the <enter> key to view the next page

    • Press the <space> bar to view the information through the end

System Configuration Listing

The show support info command can append the complete running config output (show running-config) to the end of the support output file by adding the config argument to the end of any show support-info command, except show support-info custom. For example:

ORACLE# show support-info standard config

SLB Information

The following show commands have been added so that more SLB-related debug information is available in the show support-info output.

  • show sip tunnels is added to show support-info and show support-info signaling
  • show sip ccp is added to show support-info and show support-info signaling
  • show sip lb-endpoints is added to show support-info and show support-info signaling

The following changes have been made to avoid this situation on the Oracle Session Load Balancer image (LCX image):

  • show ccd ccp is added show support-info