Support Bundle

The Support Bundle is a downloadable archive that contains diagnostic data collected from the controller and APs. Before starting the log collection, you must select the specific WLAN and APs. The bundle includes system logs, configuration snapshots, and an optional packet capture from the AP. This data helps you analyze issues and share detailed information with RUCKUS Support for faster resolution.
Complete the following steps to collect and download the Support Bundle.
  1. From the controller GUI main menu, select Monitor > Troubleshooting & Diagnostics > Support Bundle.
    The Support Bundle page opens.
  2. Configure the following options:

    Support Bundle Page

    • Category: Select Diagnostics from SZ and AP from the drop-down list.
    • WLAN: Select the WLAN on which the log collection will be performed.
    • Targeted AP(s): Select the APs from the list. The list of selected APs is displayed in orange with an icon next to the AP MAC address for removing the AP from the list.
        Note:
      • The list contains the APs that have served the selected WLAN and are limited to the same zone.
      • Any APs with a firmware version earlier than SmartZone 6.1 are disabled.
      • A maximum of three APs can be displayed for the selected WLAN.
      • Disconnected APs cannot be selected.
    • Duration: Enter the time period for log collection (in seconds). The minimum value is 10 seconds, and the maximum value is 300 seconds. For example, if you are troubleshooting a client connection issue, you would want to set a duration to replicate the connection issue two or three times.
    • Logs Selection: Switch the toggles SZ Key Application Logs or SZ Snapshot Logs to ON, this allows the application to collect different types of logs as described:
      • SZ Snapshot Logs: Contains the Snapshot Log for the controller nodes.
      • SZ Key Application Logs: Contains MrProxy, RadiusProxy, and SessMgr Application Logs. These are key for troubleshooting client connection issues.
        Note: Enabling SZ Key Application Logs will change the related applications log level to a lower one on each node, it might have a performance impact.
      • AP Support Bundle Logs: Containing the AP Support Log and the Packet Capture, if enabled.
    • AP Packet Capture: Switch the AP Packet Capture toggle to ON, and complete the following options:

      • Capture Interface: Select 2.4. GHz, 5 GHz, or 6GHz/5GHz for the wireless interface.
      • Client MAC Address Filter: Enter the MAC address.
      • Frame Type Filter: Set the required options (Management, Control, and Data) to ON.

  3. Click OK.
  4. To download Support Bundle output files, click File Ready (file_size) in the Key Application Logs, SZ Snapshot Logs, and AP Support Bundle columns to download the files key_application_support_bundle_<date>.tgz, snapshot_support_bundle_<date>.tgz, and the ap_support_bundle_<date>.tgz, respectively.

    Support Bundle Download Options

Parent topic: Diagnosing and Monitoring