Symptoms

If you are not receiving support logs to your email, and they are not being sent to support@softnas.com by your SoftNAS instance's SMTP agent, then these support reports can be retrieved manually. 

Purpose

This article will provide instructions on how to retrieve support reports (logs) manually from a SoftNAS Cloud instance without email functionality.

Resolution

1. Run the following command from a system that has an internet access to get our latest support-report diagnostic tool.
   # wget https://softnas.com/getsupport/diagnostics.src
   
   
2. You can use your favorite SCP tools to download the script (diagnostics.src)  to the /var/www/softnas/scripts/ directory of the server in question
   
   
3. SSH to the server in question, and change directory (cd) to /var/www/softnas/scripts/ then type the following command:
   # chown root.root diagnostics.src
# chmod 755 diagnostics.src
# ./diagnostics.src
   
   
4. The exported file should then appear in the  directory under /tmp/softnas-report.xxxx.tgz
5. Change the permissions of the support report to prepare for download from the server:
   # chmod 644 /tmp/softnas-report.*.tgz
   
   
6. WinSCP that file from the server.