How to Gather Logs

When contacting Swivel Secure Support for assistance, it is essential to provide a support file. This file contains versioning information, appliance status, and key log files that help our team diagnose the issue quickly.

This guide outlines the recommended methods for gathering this support log bundle.

Method 1: Download via SFTP (Recommended)

This is the most reliable method, as it does not depend on email or network relay configurations.

1. Log in to the appliance CMI (Console Management Interface) using the console or an SSH client (like PuTTY).

2. From the Main Menu, select Tools and Utilities.

3. From the Tools and Utilities, select Collect Support Logs.

4. Select the option to Collect Logs to /support/store/log_files.

5. Once the support_info.tar.gz file is created, use an SFTP client (like FileZilla or WinSCP) to connect to the appliance.

6. Navigate to the /support/store/log_files directory.

7. Download the support_info.tar.gz file to your computer.

8. Attach this file to your support ticket.

Method 2: Send via Email

This method is faster but requires your appliance to have network access and a correctly configured SMTP (mail) server that allows relaying.

1. Follow steps 1-3 from the method above to navigate to the Collect Support Logs menu.

2. Select the option to Email Logs.

3. Enter the destination email address (e.g. your own internal address).

4. Enter the IP address or DNS name of your SMTP server.

   Important

   You must enter the SMTP server address explicitly. Simply pressing “Enter” to accept a default value will not work.

   This SMTP server must be configured to allow unauthenticated relaying from the appliance’s IP address.

5. If successful, the log bundle will be sent to the email address you specified.

What’s Included in the Log Bundle

The support_info.tar.gz bundle contains a snapshot of the appliance’s health and recent activity, including:

• PINsafe logs: PINsafe.log, PINsafe_audit.log

• Tomcat logs: catalina.out

• Appliance logs: appliance.log, messages, secure

• Configuration: Key configuration files and version information.

• System Status: Network, disk, and memory usage.

Manual Application Logs Location

If you cannot access the CMI, the Swivel application logs can be found in the following directory. You can access these via SFTP.

• Path: /home/swivel/.swivel/logs/