How do you capture troubleshooting data by enabling Extended Support Mode in IBM Security AppScan Standard?
Extended Support Mode is a feature that allows AppScan Standard to save logs for a number of its activities.
After you set Extended Support Mode active, all logging is enabled in AppScan. When you deactivate it, all relevant data is packed into a .support file (a .css file in version 8.0 and lower), which can be sent to your support engineer (uploaded to a support ticket) for further analysis.
Capture troubleshooting data by enabling "Extended Support Mode" as follows:
- Clean the AppScan Logs folder.
Locate the Logs folder via Tools > Options... > General > Log files folder.
Close AppScan, and delete *everything* from the Logs folder (you need to have AppScan open to read the location, but closed to empty the Logs folder; this cleaning step is important since it minimizes the data sent to AppScan Support and also speeds up the resolution process of your issue.)
- Start AppScan Standard and open your problematic scan.
- Set the extended support mode by selecting: Help > Support > Extended Support Mode
- Reproduce the issue
- Disable the Extended Support Mode (Help > Support > Extended Support Mode)
At this point you will receive a dialogue with, "Do you want to pack the support information before turning off Extended Support Mode?"
This will prompt you to Pack a .support file (a .css file in version 8.0 and lower). Then you need to Save this file.
NOTE: If AppScan Standard crashes or hangs while reproducing the issue, consult technote #1642564: How to collect troubleshooting data for a crash or hang.
- Upload the .support (or .css) file to your support ticket
(as described in How to upload data to a support ticket).