Tech-Support Files Retrieval

For instructions on retrieving technical support files, see the NVOS NVLink User Manual → Monitoring and Diagnostics → Technical Support section.  

Overview

This feature enables the generation and retrieval of technical support packages.

It offers a standardized, secure, and auditable method to collect diagnostic data from network switches using the NMX-M REST API—supporting troubleshooting and collaboration with technical support teams.

The interface provides capabilities to:

• Initiate log collection from one or more switches

• Download collected support packages

• List and delete packages via the NMX-M API

This streamlines engagement with support teams and accelerates root-cause analysis.

User Workflow

1. Initiate Log Collection
   Use the API to request log collection from one or more switches. You may specify a ProfileID for switch authentication.

2. Track Operation
   Receive an operationId in response. Use it to monitor collection progress.

3. List Available Packages
   Retrieve a list of support packages with metadata (filename, size, creation date, switch address).

4. Download Package
   Download a specific support package for offline analysis.

5. Delete Package (Optional)
   Remove support packages that are no longer needed.

API Endpoints

Request/Response Examples

Initiate Log Collection 

POST /nmx/v1/support-packages
Content-Type: application/json

{
  "ProfileID": "551137c2f9e1fac808a5f572", // optional
  "Switches": [
    { "Address": "10.0.0.1" },
    { "Address": "10.0.0.2" }
  ]
}
Response
{
  "operationId": "551137c2f9e1fac808a5f572"
}

List Support Packages 

GET /nmx/v1/support-packages
Response
[
  {
    "fileID": "551137c2f9e1fac808a5f572",
    "filename": "support-logs-2025-05-08.tar.gz",
    "size": 1048576,
    "uploadDate": "2025-05-08T12:34:56Z",
    "switchAddress": "10.0.0.1"
  }
]

Download Support Package 

GET /nmx/v1/support-packages/{id}
Response

Binary file (e.g., application/octet-stream, .tar.gz archive)

Delete Support Package 

DELETE /nmx/v1/support-packages/{id}

Response: HTTP 204 No Content

Expected Behavior

• Asynchronous Collection: Log collection runs in the background and may take several minutes depending on switch and network conditions.

• Availability: Once completed, the package becomes available via the list endpoint and can be downloaded.

• File Format: Packages are .tar.gz archives containing logs and diagnostics.

• Metadata: Each package includes identifying metadata (e.g., switch address, size, timestamp).

Error Handling

Example Error Response 

{
  "httpErrorCode": 400,
  "customErrorCode": "invalid-request",
  "description": "Switch address is missing."
}

Profiles and Operation Tracking

Switch Profiles (ProfileID)

• You may specify a ProfileID to authenticate switch access during log collection.

• If omitted, the system uses the configured default profile.

Per-Switch ProfileIDs
You can assign different profiles per switch: 

{
  "Switches": [
    {
      "Address": "10.0.0.1",
      "ProfileID": "profileid-for-switch-1"
    },
    {
      "Address": "10.0.0.2"
      // This switch will use the default profile if ProfileID is omitted
    }
  ]
}

Operation Object and Progress Tracking

Asynchronous Operation
Upon initiating log collection, the API returns an operationId. Use this ID to query the status of the request.

Tracking Status
Refer to (85.1.3000) Asynchronous Operations. When complete, the operation object will include a result field referencing the generated support package or packages.

Last updated: July 20, 2025