Support Report Overview
Generating a Support Report
Support reports provide a snapshot of a device's current settings and connection status at the time of the report's generation. The relevant log files are packaged into a .bin file that can be downloaded from the local (Web) UI of all Accelerated devices. For more information about generating support reports, please click here.
NOTE: Information logged on the device will be erased when the device is powered off/ rebooted to avoid unnecessary wear to the flash memory. Click here for more information on how to enable persistent system logs.
Use 7-Zip or any other file-archiving utility to extract a support report. Its contents are organized into the following directories:
/etc
This folder most notably contains a running list of the cellular connections that have been registered by the device's radio.
| Directory | File Name | Notes | |
|---|---|---|---|
| /etc | |||
| version | Active firmware version | ||
| config/mm.json | Cellular connections logged as having been engaged by the radio; establishes previous APN associations |
/opt
Information stored here persists between reboots and system resets.
| Directory | File Name | Notes | |
|---|---|---|---|
| /opt | |||
| log_last/messages | With persistent system logs enabled, syslog info will be stored in the /opt directory which isn't erased after reboots or system resets |
/tmp
Output from a series of diagnostic queries is stored in a randomly generated sub-directory within /tmp. When combing through these logs, pay particular attention to config_dump-public (to verify local device settings) and mmcli-dump (to validate the cellular connection status).
| Directory | File Name | Notes | |
|---|---|---|---|
| /tmp/#* | *# is generated at random | ||
| arp_-nv | The table of IP-address to MAC-address translations used by the address resolution protocol (ARP) | ||
| arptables_-nvv_-L | The tables of ARP packet filter rules in the Linux kernel | ||
| cat_procmeminfo | A breakdown of memory utilization at the time when the support report was generated | ||
| cat_procslabinfo | Frequently used objects in the Linux kernel (buffer heads, inodes, dentries, etc.) have their own cache, contained in this output | ||
| config_dump-public | The device's current settings, scrubbed of passwords and preshared keys | ||
| conntrack_-L | A list of all currently tracked connections through the system | ||
| conntrack_-S | A summary of currently tracked connections | ||
| date | Local system time. If the device isn't online when the support report is generated, the date will be based on the date/month/year that the firmware running on the device was created (e.g. 18.4.54.41 was created 2018-07-05) | ||
| df_-h | A report of the file system disk space usage | ||
| event_list | A list of events leveraged for syslog messages | ||
| fw_printenv | The entire environment for the bootloader U-Boot | ||
| ip_addr_list | IP addresses listed per interface | ||
| ip_route_list | Default routing information per interface | ||
| ip6tables_-nv_-L | A list of IPv6 routing tables | ||
| ip6tables_-nv_-L_-t_mangle | Firewall table used when handling mangled/fragmented IPv6 packets | ||
| ip6tables_-nv_-L_-t_nat | Firewall table used to direct NAT'd traffic | ||
| iptables_-nv_-L | A list of IPv4 firewall tables | ||
| iptables_-nv_-L_-t_mangle | Firewall table used when handling mangled/fragmented IPv4 packets | ||
| iptables_-nv_-L_-t_nat | Firewall table used to direct NAT'd traffic | ||
| ls_-RlhA_etcconfig | An index of items in /etc/config (and its sub-directories) | ||
| ls_-RlhA_opt | An index of items in /opt (and its sub-directories) | ||
| ls_-RlhA_tmp | An index of items in /tmp (and its sub-directories) | ||
| ls_-RlhA_var | An index of items in /var (and its sub-directories) | ||
| lsusb | A list of USB ports and any connected peripherals | ||
| mmcli-dump | A repository of critical information about the cellular radio based off of the cited modem-manager output and defined set of AT commands | ||
| netstat_-i | Interface statistics for transmitted/ received packets | ||
| netstat_-na | List of both listening and non-listening network sockets on the device | ||
| netstat_-s | A statistical summary of network traffic broken down by protocol | ||
| ps_l | A snapshot of the current processes running at the time of generating the report | ||
| runt_json | Storage for active/ engaged system variables | ||
| sprite_config_dump | Not used for cellular devices | ||
| ubus-dump | A log of ubus calls for network devices and interfaces | ||
| uptime | The device's uptime at the time of generating the report, along with CPU load averages for the past 1, 5, and 15 minutes |
/var/log
The running system log is stored in "messages" until reaching a set line count (1,000 lines by default). Once this limit is exceeded, that file is renamed to "messages.0" and a new running log is written to the now-empty "messages" log.
| Directory | File Name | Notes | |
|---|---|---|---|
| /var/log | |||
| messages | Current syslog information | ||
| messages.0 | Rollover syslog information |
/var/run
This directory can be disregarded for most troubleshooting/ diagnostic purposes.
| Directory | File Name | Notes | |
|---|---|---|---|
| /var/run | |||
| All files | Runtime settings for the device -- referenced in the syslog data gathered in /tmp (see above) |