Diagnostics and support

Collect a redacted support bundle from Management and up to eight Site Nodes, check what it contains, and send it to Kalytera Support.

Last reviewed Print view support support-bundle diagnostics logs redaction
Contents

A support bundle collects redacted diagnostic records from Management and your Site Nodes in one file you can send to Kalytera Support. Create it in Configure > System, on the Support bundle tab.

What you need

  • The Export support bundles permission. To include Site Nodes, also View system health.
  • The Administrator and Technician role templates can export support bundles; the Auditor template cannot.

Create a support bundle

  1. Go to Configure > System > Support bundle.
  2. Choose the Time range: Last hour, Last 24 hours (the default), or Last 7 days.
  3. Choose the Site Nodes to include, up to 8. Management is always included.
  4. Check the preview. It runs by itself and shows the bundle's approximate size and, for each source, Included or Not included with the number of redacted records and log files.
  5. Select Download support bundle.

A preview older than two minutes is out of date: select Update preview. If a Site Node has too much data for the range, select Use last hour.

Choose what to include

  • Pick the shortest range that still covers the problem: Last hour for something that just happened, Last 7 days for a problem that comes and goes.
  • Include the Site Nodes that record the cameras concerned. When one Site Node needs attention, Open Support bundle on the Site Nodes tab takes you straight here.
  • Before you download, check that every source you need reads Included.

What a bundle contains

  • Redacted diagnostic records from each source.
  • manifest.json, with a SHA-256 checksum of every file. The checksums show whether a file has changed; they are not a signature.

A bundle never contains configuration, credentials, or video. It is at most 256 MiB, with up to 512 KiB and 16 files from each Site Node.

Files that stay on the server

Setup logs, System Manager logs, and update receipts are not in the bundle. On Windows they stay in the support folder, %ProgramData%\KalyteraVMS, which System Manager opens with Open support folder.

Send the bundle

Attach the bundle to a request through Support, with a short description of the problem and when it happened.

Good to know

  • Every preview and download is recorded in the audit log as Previewed support bundle or Downloaded support bundle.
  • Kalytera VMS has no log viewer in the browser: diagnostic records reach Support through the bundle.
  • For Site Node health, see Site Nodes. For services and repair on a Windows server, see Update, repair, and remove.
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