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:
- 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:
| Source | Target | Description |
|---|---|---|
| [BOC Product] /logs | Offline Log Files/Application Server Logs & Conf | |
| [BOC Product] /conf | Offline Log Files/Application Server Logs & Conf | |
| %TEMP% | Offline Log Files / User temp logs | Files with "adoxx" or "aserver" in their name |
| [Tomcat Installation] /logs | Offline Log Files/Web Server Logs & Conf | |
| Offline Log Files/Web Server Logs & Conf | ||
| Offline Log Files / Windows temp logs | Optional if available |
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.