Generate Support Bundle

Clicking on Support from the main application opens a window that helps you create a support bundle consisting of a collection of licensing-related files from the license server that may be relevant to any issue or query you have. This facility creates a directory that can be easily zipped up and sent to AVEVA when a licensing support issue is raised.

The check boxes on the left-hand side of the window list a set of commonly collected files and system information that are likely to help with any support issue. By default, all items are selected. Any items that are not required can be excluded by deselection.

Additional files, such as screen shots or older logs, can be added by clicking Add. Each added file is listed on the right-hand side of the window.

Clicking Generate Bundle generates a dated folder located in %AVEVA_LICENSING%\SupportBundle. All the selected items and additional files are copied into this folder, ready for zipping and sending to AVEVA support. The location and contents of the bundle is confirmed on the Generate Support Bundle Confirmation window; any issues in locating requested files are indicated with error messages.

You can navigate to the most recently generated folder by clicking Explore Bundle Directory.

A fresh folder is generated each time Generate Bundle is clicked. This is intended to make it easy to collect data at various points in a sequence of steps that are being followed to reproduce a problem. For example, if a problem occurs after starting an application and accessing a particular piece of functionality, the following workflow can be used to produce three separate support bundles, one before the application is started, one just before the problem occurs, and one after the problem has occurred:

1. Start the AVEVA License System Console and click Support to display the Generate Support Bundle window.

2. Select the files for inclusion in the bundle.

3. Click Generate Bundle. This creates the first bundle.

4. Start the application.

5. Click Generate Bundle. This creates the second bundle.

6. Access the suspect piece of functionality.

7. Click Generate Bundle. This creates the third bundle.

All three bundles can then be easily zipped and sent to AVEVA Support for analysis.