When contacting Stratodesk’s technical support ([email protected]), you might have been asked to send us a “support file”. But what is a support file exactly and how do you retreive one? Basically a support file is a “tar.gz”-formatted file that contains:
- Log files
- Output of several diagnostic commands that a system administrator would typically execute locally
- Hardware information (PCI device list, USB device list, DMI BIOS information)
The support file makes it easier for our support team to locate the issues and to help more quickly and efficiently.
How do you get a support file
To obtain this file, boot the client and start a browser on a remote machine. It would make no sense to do it on the client, because you want to download a file to send it to Stratodesk, so we suggest to do this on your ordinary workstation or virtual desktop:
- Point your web browser to https://22.214.171.124/ (Make sure you use the correct host name or IP address of the target client)
- Accept the browser warnings regarding HTTPS (SSL/secure connection) certificates
- Login with your client administator password (default: admin)
- On the left, click on “Support File” (“Diagnostic” section)
- Save the file and send it attached to your problem description email.
More information on how to obtain a supprt file e.g. without a network or how to obtain a support file from NoTouch Center or the Stratodesk Virtual Appliance can be found in our knowledge base. Please do not hestitate to contact [email protected] if you have any questions.