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 or the SFTP password is not valid 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 the Domino 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 SFTP, 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 a SFTP authorization error is returned when running the Support command then the password is out of date. The SFTP password that is set as the default was valid at time of release of Traveler version. The password is changed periodically by HCLSoftware Support and may be out of date when the Support command is run by a customer. If a support case requires files to be upload HCLSoftware Support will provide the latest password. The SFTP can be configured by setting the NTS_PMRUPLOAD_PASSWORD in the notes.ini or using the travelerUtil support set user= set pwd= command. If it is set then this password will be used and will be valid until HCLSoftware Support changes the password again.

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