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) |