Collect support information in Linux Edition

Summary

When contacting Technical Support, you will be asked to provide the following information along with a clear explanation of the issue, including steps to reproduce it and any error messages.

Serial Number

Provide the serial number that is listed on the license certificate. Only registered user is allowed to use our Technical Support Service.

Support Information

When you failed to install the product

Please download the support information file "aipsupport_b9023.zip" from the link at the bottom of the article, unzip the file, copy it to your PC and run the following command.

#chmod +x aipsupport
#./aipsupport

You are kindly asked to send the support information file (AipSupportInfo_<current date> _ <current time>.zip）created in the folder.

After installaiton of the product

Please use the following operating procedures to create the support information file.

# cd /opt/Actiphy
# ./aipsupport

The support information file "AipSupportInfo_<current date> _ <current time>.zip" is created in "/opt/Actiphy".

Please use the following operating procedures on GUI console
1) Go to [Help] and select [About].
2) Click on [Generate Support Info] button.
3) Please specify the destination folder and click [Select folder].
* Here, you cannot use“/” to specify the destination, so please select another folder.
Please send us the support information file "AipSupportInfo_<urreent date> _ <current time>.zip" created in the folder the logs are saved.

*AIP2018 update7 or earlier versioni
The support information file "AipSupportInfo_<current date> _ <current time>.tgz" is created in "/opt/NetJapan".

ActiveImage Protector Boot Environment（Linux）
1) Go to [Help] and select [About].

2) Click on [Generate Support Info] button.

The support information file (AipSupportInfo_<current date> _ <current time>.zip) is created in "/opt/BE".

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