Support command details

Always use the HCL Traveler Support command when collecting and uploading information from a HCL Traveler server. It will collect everything needed to troubleshoot the majority of issues.

Below is a description of the command, some examples, and information on what to do if outgoing SFTP is not allowed on your Traveler server. For help on the command, run the command tell traveler support help.

Usage:

tell traveler [-s <server>] support <number> [<files>]

Where -s <server> is an optional flag to specify the server you wish to run the command against. Use -s * to run on all Traveler servers in the HA environment.

Where <number> is the case number. This number is in the format of CS followed by seven numbers.

Where [files] is an optional space separated list of files to be uploaded. If [files] is omitted, a systemdump and log collect will be performed to create a new file that will then be uploaded. Files can be base file names in the logs directory or fully qualified file names in any directory. If the name includes a space, you must use \" (not just ") around the name.

Examples:
tell traveler support CS0099999
tell traveler -s "server/domain" support CS0099999
tell traveler -s * support CS0099999
tell traveler support CS0099999 C:\temp\out.txt "C:\Program Files\Domino\notes.ini"
If the Traveler server will not start, run the Support command from a command utility window from the directory <Domino data root>/traveler/util.
  • For Windows™ operating systems: travelerUtil.cmd support <number> [<files>]
  • For Linux™ or AIX operating systems (must be root user): ./travelerUtil support <number> [<files>]
  • For IBM i operating systems (QShell): ./travelerUtil support <number>
Note: The -s parameter is not available when running from the command line.

If your environment does not allow outgoing FTP, you should still run the Support command, but you will have to manually upload the zip file(s) created by the command. One zip file is created on each server the command is run on. The file is created in the /IBM_TECHNICAL_SUPPORT/traveler/logs directory and is named something like datetime_traveler_serverx2Fdomain.zip. For example: 20121106_214056_traveler_myserverx2Fmydomain.zip. Use the appropriate upload site for your location to upload the zip file.

For more information on uploading content for cases, see this article.
For HIPAA customers, see this article.
Note: If SFTP is blocked or unusable as a method for uploading files, you may use FTP or FTPS. Refer to the Notes.ini settings classified as NTS_PMRUPLOAD_* for information on how to change the upload method (protocol and port).

For collecting logs for previous Traveler versions, see this article.