Menu path: Menu Bar > Help > Save support information

With the Support Wizard, you can collect the log files which are important for your support case and send them as a mail to IGEL Support. 

The Support Wizard saves log files from the UMS Server and UMS Console as well as profiles and associated firmware information for the selected devices in a ZIP file. If IGEL Cloud Gateway (ICG) is being used, log files from the connected ICGs will also be saved. If the IGEL Management Interface (IMI) extension is being used, its API log file will be saved too.

In order to send log files using the Support Wizard, the mail settings must be correct; further information can be found under Mail settings. The support ID must also be valid.

To send log files using the Support Wizard, proceed as follows:

  1. Click on Help > Save Support Information in the menu bar.
  2. Optionally, enter the support ID for your support case.
  3. Click on Next.
  4. If the support case concerns devices (otherwise click on Next): Highlight the devices where the problem has occurred.
  5. If the support case concerns devices (otherwise click on Next): Click on to select the highlighted devices.
  6. Click on Next.
  7. Under Number of days back, specify the maximum age in days of the log entries to be sent.
  8. Click on Next.
  9. Using Look In, select the directory in your file system in which the zipped log files are to be saved.
  10. Click on Next.

    If the zipped log files have already been saved, you will be asked whether the existing ZIP file should be overwritten.

    If the mail settings are configured, entry fields for the mail will be shown.
    If the mail settings are not configured, a message about saved files will be shown.

  11. If applicable, give the following information for the mail:
    • Cc: Mail address to which a copy is to be sent. If you enter a number of addresses, you must separate them using a semicolon ";".
    • Reply address: Mail address to which the reply from Support is to be sent. If you leave the field empty, the reply will be sent to the mail sender address defined under UMS Administration > Mail Settings.
    • Subject: Subject of the mail. When the mail is sent, the support ID will be shown before this text.
    • Text entry field: Mail text.
  12. Check the information in the mail and click on Send.
  13. Click on Finish.