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 a 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
- Download via a direct download URL
Both methods are described here in the Administrator Manual.
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 | |
| [Tomcat Installation] /conf | Offline Log Files/Web Server Logs & Conf | |
| C:/Windows/temp/aserver_svc.exe.log | 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.
The following short video describes the manual compilation of these log files:
What data is contained in a SIP?
You can find information about the content of a SIP under this link.