Create an archive of logs and support files to assist Watchman Monitoring in diagnosing issues with Monitoring Client and Plugin reporting.
Support Files are NOT automatically sent to Watchman Monitoring. Please attach the requested support file to the Watchman Monitoring Support Ticket.
Generate a Support File
The Support File is an archive containing logs and support files for an installed Monitoring Client. Watchman Monitoring may request a Support File to assist with diagnosing Monitoring Client or Plugin issues.
To generate a Support File, use the following command on the Monitoring Client computer in question:
sudo /Library/MonitoringClient/RunClient --support-file
Once complete, a path to the completed Support File will be provided.
Support file archive saved to /tmp/wm_diagnostic_20210730-6IR2-2QHPPO_H2WDP0YYQ6NZ.zip
The Support File can be saved to the Desktop of the currently logged in user with the
sudo /Library/MonitoringClient/RunClient --support-file --desktop
Please attach the generated Support File to the Watchman Monitoring Support Ticket or use the Web Upload.
Files located in
/tmp are cleared after a computer restart. Use the
--desktop flag or move the Support File to another location to retain the file.
Retrieving a Support File from a Remote Computer
There are several methods for retrieving a Support File from a Remote Computer. Many file synchronization services (DropBox, Box, etc.) or Remote Access Tools (TeamViewer, Apple Remote Desktop, etc.) allow for a web-based upload.
Watchman Monitoring offers a white labeled site to upload Support files. Support files smaller than 40MB can be submitted using https://www.ourremotesupport.com/notes/.
Please be sure to include the ticket number.
Secure Copy (scp)
Secure copy (
scp) can quickly and securely copy a file using ssh.
scp [[user@]host1:]source [[user@]host2:]destination
Our friends at Scripting OS X have nice explainer on Transferring files with ssh.