Collect Diagnostics

Collect one archive of Management and Appliance evidence for a support investigation. Work as a Management administrator in Support > Diagnostics. The manual collection on this page starts only when you select Start collection. Management also retains available evidence automatically for some failed installations; see Failed-installation snapshots.

Screenshots show the Management frontend with simulated example data. Versions, hostnames, timestamps and status observations do not describe a deployed appliance.

Prerequisites

Download any previous diagnostics archive you need to retain. Starting another collection replaces it. Management keeps only the latest temporary result and loses it on restart.

If target-cluster evidence is needed, reconnect before starting. Without usable cluster credentials, Management still collects its own evidence and reports a partial result with the missing target checks explained.

Failed-installation snapshots

When a failed installation provides diagnostic evidence, Management tries to save a bounded snapshot. Capture is best effort, so a snapshot may be incomplete or unavailable for a failure. These snapshots are separate from the manual collection above and do not replace it.

Open Support > Diagnostics and find Failed installation diagnostics. The list shows each retained snapshot’s capture time, expiry time and size. Select Download installation archive to save a copy, or Delete installation archive to remove it. Deleting a snapshot also removes its retained diagnostic access.

Snapshots survive an installation retry. They expire after six hours by default, at the expiry time shown in the list, and a Management restart removes them. Download any snapshot you need before retrying or restarting Management.

Collect and download

Open Support > Diagnostics and select Start collection.
Wait for the outcome. Collection can take ten minutes after collector startup, with up to five further minutes for stopping, recovering partial evidence and assembling the archive.
If you need to stop the run, select Cancel collection. Management attempts to retain already collected evidence in a partial archive; cancellation is not immediate.
When Complete diagnostics available or Partial diagnostics available appears, select Download archive.
Verify download completion in the browser. Retain the file with the observed issue time, time zone, operation stage, and affected Appliance.
After retaining the required copy, use Delete archive if the temporary copy is no longer needed.

Ordinary log collection requests the last six hours; other collectors have their own scopes. An already-started collection is not always explicitly canceled when access expires, but closure of cluster network access can interrupt it. Renew access before a long collection and reconnect before retrying an interrupted run. A new run without current target access produces Management-only evidence.

Understand the Result

Result	Meaning and next action
Complete	Applicable evidence was collected. The archive may still describe an unhealthy Appliance.
Partial	Some evidence was unavailable, interrupted, or limited. Download it; available evidence can still explain the failure.
Timed out with download	Collection exceeded its limit, but an archive was recovered. Download the partial result before retrying.
No diagnostics archive available	Collection or final assembly did not produce a valid downloadable file. Preserve the error, check Management capacity and connectivity and start a new collection if appropriate.

Result

Meaning and next action

Complete

Applicable evidence was collected. The archive may still describe an unhealthy Appliance.

Partial

Some evidence was unavailable, interrupted, or limited. Download it; available evidence can still explain the failure.

Timed out with download

Collection exceeded its limit, but an archive was recovered. Download the partial result before retrying.

No diagnostics archive available

Collection or final assembly did not produce a valid downloadable file. Preserve the error, check Management capacity and connectivity and start a new collection if appropriate.

The archive can contain operational details, hostnames, addresses, logs and support data. Handle it under your organization’s support-data rules. Do not attach artifact bundles, private recovery identities, passwords, or HSM credentials in place of diagnostics.

When Management is unavailable

Open the Management VM console and select Logs.
Inspect View recent MTG host service logs and View warnings and errors. Use Follow MTG host service logs to observe a controlled retry; press Ctrl+C to return.
If persistent storage is available, select Save logs to persistent storage. Record the exact path displayed by Logs saved. This export has size limits and covers the current boot.
Record the state error and relevant Show System Information values. Retrieve the saved file through your authorized host-administration channel.

Host logs and browser-collected diagnostics have different scopes. Provide both when the problem crosses the Management host and application. See contact MTG support.