Generating support information file for ActiveImage Protector Linux

Summary

Please remember when contacting Technical Support that you will be asked to provide the following information. You will also be requested to provide detailed description of your problem, including operating procedures to reproduce the problem, error messages, etc.

Serial Number

Serial Number is listed on licensing document. Only registered user is allowed to use our Technical Support Service.

Support Information File

When installation of the product failed

Please download the script "aipsupport.zip" from the bottom of this article, extract the file, copy it to your PC and run the following command.

# chmod +x ./aipsupport

When specifying the directory to generate the file, please specify "-d <directory>".
# ./aipsupport -d /tmp

After installing the product

Please use the following operating procedures.

# cd /opt/Actiphy
# ./aipsupport
"AipSupportInfo_<CurrentDate>_<CurrentTime>.zip" is created in "/opt/Actiphy ".

You can specify the directory to generate the file, please specify "-d <directory>".
# ./aipsupport -d /tmp

Please use the following operating procedures when using GUI.
1) Go to [Help] and select [About].
2) Click on [Generate Support Info] button.

A Zip archive file (AipSupportInfo_<Date>_<Time>.zip) is created in "/opt/Actiphy" and please send us the file.

*AIP2018 update7 or earlier version
"AipSupportInfo_<Date>_<Time>.tgz" is created in "/opt/NetJapan" and please send us the file.

ActiveImage Protector Boot Environment (Linux)

*Shutting down or rebooting boot environment purges the information including task log. When task error occurs, please collect the support information before shutting down or rebooting boot environment.
1) Go to [Help] and select [About].
2)Click on [Generate Support Info] button.

Please send us "AipSupportInfo_<Date>_<Time>.zip" created in "/opt/BE".

*When using an earlier version, AIP-SupportInfo-yyyymmddhhmm.tgz is created. Please save the file in USB or a shared network drive by using Explorer, etc., and send it to us.

(13451073123737)