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Generating and Exporting Diagnostics Packages for Technical Support

When troubleshooting complex network, connectivity, or system issues, the Xona Systems Engineering and Support teams may request a Diagnostics Package. This package is an encrypted .dat file containing system logs, configuration states, and performance metrics that help our team identify the root cause of an issue.

Affected Environments

  • Platform: Hardware (HX310, 1U Server) | Virtual Image (VMware/Hyper-V) | AWS AMI | Azure VM

  • Component: CSG, XCM

Generation Steps (Via XCM)

If your CSG is joined to the Xona Fabric, you can generate the diagnostics package directly from the centralized XCM interface.

  1. Log in to the XCM Web UI as an administrator.

  2. From the left-hand navigation menu, click on CSGs.

  3. Under the CSGs Joined to Fabric list, click on the name of the target CSG to open its details pane.

  4. Click on the SETTINGS tab at the top of the pane.

  5. In the left-hand settings menu, navigate to General > Appliance.

  6. Select the STATUS tab at the top of the appliance menu.

  7. Proceed to the Exporting and Contacting Support section below.

Generation Steps (Via Direct CSG Login)

If the CSG is operating standalone or has lost connection to the XCM, you must generate the package directly from the CSG.

  1. Log in to the CSG Web UI as an administrator.

  2. From the left-hand navigation menu, click on Settings.

  3. In the left-hand settings menu, navigate to General > Appliance.

  4. Select the STATUS tab at the top of the appliance menu.

  5. Proceed to the Exporting and Contacting Support section below.

Exporting and Contacting Support

Once you have navigated to the STATUS tab using either method above:

  1. Locate the Diagnostics Package section.

  2. Click the pink Build Diagnostics Package button.

    • Note: Building a new package will overwrite any existing diagnostics package stored on the server.

  3. Allow the system time to compile the logs. This process typically takes around 5 minutes.

  4. Once the build is complete, the Diagnostics Status will change from none to ready.

  5. Click the newly appeared Download Diagnostics Package button. A file with the .dat extension (e.g., xona_diagnostics_package_CSG_[Date].dat) will download to your local machine.

  6. Contacting Support: Contact support@xonasystems.com about sending the diagnostic package. These are typically too large to email directly, and so instead, you will be provided with a xona.files.com link to upload the file. When contacting Xona systems, please ensure you include your company name, the CSG/XCM version you are running, and a brief description of the issue or your active support ticket number in the email body.