Generate and Send a MkDiag Package to Support

Create date/Last Updated: December 3, 2024
Author: Leesa Gabel
Product Version: FMOS version 9.x and newer

FMOS provides diagnostic packages to troubleshoot system issues, including crashes, errors, and unexpected behavior. These packages can be created on any FMOS installation and transferred to FireMon Support for analysis.

You can generate the package from the Server Control Panel or the CLI.

From the Server Control Panel

1. Open the Server Control Panel (https://FMOSserverIPaddress:55555).
2. Click the Diagnostic Package tab.
3. In the Ticket/ID field, enter the ticket number if you have an open case with Support, or if you do not have an open case, enter your organization's name.
4. Click Create.
5. The Create Diagnostic Package dialog box will open, and you can view the data collection process. You can close this dialog box, and it will not impact the creation process.

Note: The creation process can take several minutes, depending on the file size. Progress is displayed in the Status column.

Upon completion, a file named fmos-diag_timestamp.hostname.ticket.tar.xz.gpg will be created in the current working directory. This file is encrypted and can only be opened by FireMon staff.

From the CLI

1. SSH into the FMOS server.
2. At the prompt, run the command: cd /var/tmp
3. At the prompt, run the command: fmos mkdiagpkg <support case number>. 
    Replace <support case number> with the case number provided by Support. Enter your organization's name if you do not have an open case.
4. Once complete, you will have the option to upload directly to FireMon Support. This requires the FMOS server to have internet access.

Sending the MkDiag to FireMon Support

1. Contact support@firemon.com for SFTP MkDiag Credentials. 
2. Connect to your FMOS server using WinSCP or another file transfer utility.
3. Navigate to the /var/tmp directory and transfer the MkDiag to your local machine.
4. Send the file to Support using SFTP.
   • SFTP location: upload.firemon.com
   • Username: Support Case Number
   • Password: Password provided by FireMon Support. 

After the file is sent, please reply to the support case and let FireMon Support know that the file has been sent.

Conclusion

In summary, FMOS enables effective troubleshooting of system issues, such as crashes, errors, and unexpected behavior, through its diagnostic packages. These packages can be generated on any FMOS installation, using either the Server Control Panel or the CLI, and easily transferred to FireMon Support for comprehensive analysis.

Contact Support

If you need further assistance, please get in touch with our support team at support@firemon.com.