Support report overview

Generating a Support Report

Support reports provide a snapshot of a device's current settings and connection status at the time of the report's generation. The relevant log files are packaged into a .bin file that can be downloaded from the local (web) UI. For more information about generating support reports, see Generate a support report.

Note Information logged on the device will be erased when the device is powered off or rebooted to avoid unnecessary wear to the flash memory. See Configure options for the event and system logs for more information on how to enable persistent system logs.

Use 7-Zip or any other file-archiving utility to extract a support report. Its contents are organized into the following directories:

/etc

This folder most notably contains a running list of the cellular connections that have been registered by the device's radio.

Directory	Filename	Notes
/etc	version	Active firmware version
/etc/config	mn.json	Cellular connections logged as having been engaged by the radio; establishes previous APN associations

/opt

Information stored here persists between reboots and system resets.

Directory	Filename	Notes
/opt/log_last	messages	With persistent system logs enabled, syslog info will be stored in the /opt directory which isn't erased after reboots or system resets

/tmp

Output from a series of diagnostic queries is stored in a randomly generated sub-directory within /tmp. When combing through these logs, pay particular attention to config_dump-public (to verify local device settings) and mmcli-dump (to validate the cellular connection status).

Directory	Filename	Notes
/tmp/#*		*# is generated at random
	arp_-nv	The table of IP-address to MAC-address translations used by the address resolution protocol (ARP)
	arptables_-nvv_-L	The tables of ARP packet filter rules in the Linux kernel
	cat_procmeminfo	A breakdown of memory utilization at the time when the support report was generated
	config_dump-public	The device's current settings, scrubbed of passwords and preshared keys
	conntrack_-L	A list of all currently tracked connections through the system
	conntrack_-S	A summary of currently tracked connections
	date	Local system time. If the device isn't online when the support report is generated, the date will be based on the date/month/year that the firmware running on the device was created (e.g. 18.4.54.41 was created 2018-07-05)
	df_-h	A report of the file system disk space usage
	event_list	A list of events leveraged for syslog messages
	fw_printenv	The entire environment for the bootloader U-Boot
	ip_addr_list	IP addresses listed per interface
	ip_route_list	Default routing information per interface
	ip6tables_-nv_-L	A list of IPv6 routing tables
	ip6tables_-nv_-L_-t_mangle	Firewall table used when handling mangled/fragmented IPv6 packets
	ip6tables_-nv_-L_-t_nat	Firewall table used to direct NAT'd traffic
	iptables_-nv_-L	A list of IPv4 firewall tables
	iptables_-nv_-L_-t_mangle	Firewall table used when handling mangled/fragmented IPv4 packets
	iptables_-nv_-L_-t_nat	Firewall table used to direct NAT'd traffic
	s_-RlhA_etcconfig	An index of items in /etc/config (and its sub-directories)
	ls_-RlhA_opt	An index of items in /opt (and its sub-directories)
	ls_-RlhA_tmp	An index of items in /tmp (and its sub-directories)
	ls_-RlhA_var	An index of items in /var (and its sub-directories)
	mmcli-dump	A repository of critical information about the cellular radio based off of the cited modem-manager output and defined set of AT commands
	netstat_-i	Interface statistics for transmitted/ received packets
	netstat_-na	List of both listening and non-listening network sockets on the device
	ps_l	A snapshot of the current processes running at the time of generating the report
	runt_json	Storage for active/ engaged system variables
	sprite_config_dump	Not used for cellular devices
	ubus-dump	A log of ubus calls for network devices and interfaces
	uptime	The device's uptime at the time of generating the report, along with CPU load averages for the past 1, 5, and 15 minutes

/var/log

The running system log is stored in "messages" until reaching a set line count (1,000 lines by default). Once this limit is exceeded, that file is renamed to "messages.0" and a new running log is written to the now-empty "messages" log.

Directory	Filename	Notes
/var/log	messages	Current syslog information
	messages.0	Rollover syslog information

/var/run

This directory can be disregarded for most troubleshooting/ diagnostic purposes.

Directory	Filename	Notes
/var/run	all files	Runtime settings for the device -- referenced in the syslog data gathered in /tmp (see above)