Creating a Virtual Machine Support Bundle for Technical Support




ATTENTION: These instruction are intended only for NetFoundry Virtual Machine Image.  This will not work on custom installations.


This document will describe how to download and run the NetFoundry "vm-support-bundle" script. 

The script will gather support information from the local Virtual Machine & push the information into ZenDesk help desk system.



The Virtual Machine running this command will download from the following endpoint(https/443):

If you would like the script to upload the bundle automatically, the Virtual Machine will also need access to the following S3 Bucket (https/443):



Before running the command, check to see if you have the command available in your Virtual Machine.

Run the following command:

which vm-support-bundle

If the command returns:


Great, You can proceed with the Creating a VM Support Bundle section

If the command returns something like the following:

no vm-support-bundle in (....

Then the script is not yet available & you need to run the following command to install it:

sudo curl -L -o /opt/netfoundry/support_bundle_bootstrap.tar.gz; sudo tar -xf /opt/netfoundry/support_bundle_bootstrap.tar.gz -C /opt/netfoundry/; sudo rm /opt/netfoundry/support_bundle_bootstrap.tar.gz

You should now be able to continue to the next section.


Creating a VM Support Bundle

Run the following command:

sudo -E /opt/netfoundry/vm-support-bundle


You will be prompted to provide the following information:

  1. ZenDesk Ticket Number -- If you don't have one, please open one here:
  2. Your email address -- This email will be included in the CC for the ZenDesk Ticket

The script will prompt you to upload the file to S3.  If you choose not to upload the file will remain in the running users home directory.


Optional Usage:

usage: vm-sup [-h] [-t TICKET_NUMBER] [-e EMAIL_ADDRESS] [-n DUMP_COUNT] [-u]
[-d] [-v]

optional arguments:
-h, --help show this help message and exit
support ticket number
email address
-n DUMP_COUNT, --dump_count DUMP_COUNT
number of times to perform dumps
-u, --upload auto upload
-d, --debug enable debug log in log file output
-v, --version show program's version number and exit




Specify ticket number and email address and automatic upload

sudo /opt/netfoundry/vm-support-bundle -t 1234 -e -u

Specify number of dumps to create

sudo /opt/netfoundry/vm-support-bundle -n 3

Specify ticket, email, dump count and auto upload

sudo /opt/netfoundry/vm-support-bundle -t 1234 -e -u -n 3


Setting ER Logging Level

Use the below command to set the logging level to debug

sudo /opt/netfoundry/ziti/ziti ps set-log-level $(pidof ziti-router) debug

Use the below command to set the logging level to verbose

sudo /opt/netfoundry/ziti/ziti ps set-log-level $(pidof ziti-router) verbose

Use the below command to set the logging level to info

sudo /opt/netfoundry/ziti/ziti ps set-log-level $(pidof ziti-router) info

In newer versions of the software, ps has been replaced by agent in this command

sudo /opt/netfoundry/ziti/ziti agent set-log-level $(pidof ziti-router) [debug/verbose/info]


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