How to download a Support Information Package (SIP)?

What is a Support Information Package (SIP)?​

A Support Information Package (SIP) is a collection of log files of a BOC Management Office product. Providing a SIP to the BOC hotline typically speeds up the resolution finding process for a support request.

All products of the BOC Management Office (ADONIS, ADOIT, ADOGRC) allow the encrypted download of a SIP via a web browser.

How can I create or download a SIP?​

There are two ways to download an encrypted SIP from a BOC product. Both methods require that you can access your BOC product's web client.

Download from the web client admin page (ADONIS 16/ADOIT 17/ADOGRC 13)

• Go to Home -> More options (1) -> Information (2)

• Choose a size based on your needs, or those of BOC technical support: Last 24 hours (S), Last 7 days (M), or all logs (L)

Download from the web client admin page (below ADONIS 16/ADOIT 17/ADOGRC 13)

• Go to Home > "..." (1) > Support > Information (2)

• Choose a size based on your needs, or those of BOC technical support: Last 24 hours (S), Last 7 days (M), or all logs (L)

Download via a direct download URL

Add "/supportinformation" at the end of your URL.
Example:

"http://localhost:8000/ADONIS16_0/supportinformation"

Both methods are also demonstrated in the following Video.

How can I assemble a SIP manually, if I do not have access to the web client?​

If it is not possible to generate a SIP via web client, please save the following files in a newly created folder "Offline Log Files". You can then zip it and send it to BOC for analysis:

Note: Depending on the problem at hand, BOC technical customer support may ask for additional log files.

What data is contained in a SIP?​

You can find information about the content of a SIP under this link.