Subject:

Any support requests related to the OSNEXUS QuantaStor software should be opened using the OSNEXUS support portal https://support.osnexus.com per our support guidelines or via email to 'support@osnexus.com'.

Support cases can also be opened on our 'Contact Support' page at http://www.osnexus.com/contact-support/

Note: Additional information on our Support Levels can be found here: osn_support_levels.pdf

Detail:

To open a new case you can go to https://support.osnexus.com and select "Submit a request" at the top of the page.

Then fill out the request form with as much detail about the issue as you can supply.

If possible please upload a set of logs to help us investigate your issue in a timely manner.

**Log Gathering**

If you have version 4.3.0 or above, simply click the "Send Support Logs" button on the Storage Management tab in the appliance. Otherwise, please continue to the steps below:

1) Please login to the QuantaStor via ssh or physically at the system console as the qadmin user or a user with similar sudo access, you can also use the root user if you have that configured.

Note: if you did not change the password for the qadmin user, the default password is qadmin

2) Please gather logs from each affected system by running the following commands, the second line is a one line command.

```
sudo -i

curl logs.osnexus.com | bash
```

This will grab the latest log gathering script and definitions and run and upload the log bundle. If you see any issues with the log upload, let us know.

If your system does not have internet access, please proceed to step 3

3) Copy the long bundle that starts with your domain name and server name generated under "/var/tmp/ command using your preferred ssh/scp/sftp client. You can quickly list the latest files with ls -ltr /var/tmp. This will list the latest log bundle at the bottom. Once you have the files on your workstation with internet access you can upload it using your preferred ftp client to our ftp server.

```
username: report

password: REP0RT (that 0 is a zero)

ftp server ip: 216.207.176.227

port: 821
```

You can also use a Web Form found here to upload files: https://services.osnexus.com/upload/

Please let us know once you have had a chance to upload the logs.

 

 *****

Alternate ways to contact support:

Go to the OSNEXUS support page http://www.osnexus.com/contact-support/ and fill in the form to submit a support case.