How to set "Extended Support Mode" in AppScan Standard

Technote (FAQ)


Question

How do you capture troubleshooting data by enabling Extended Support Mode in IBM Security AppScan Standard?

Cause

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.

Answer

Capture troubleshooting data by enabling "Extended Support Mode" as follows:

  1. 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.)

  2. Start AppScan Standard and open your problematic scan.

  3. Set the extended support mode by selecting: Help > Support > Extended Support Mode

  4. Reproduce the issue

  5. 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.

  6. Upload the .support (or .css) file to your support ticket
    (as described in How to upload data to a support ticket).


NOTE: If you are unable to set "Extended Support Mode" in AppScan UI, such as if it is crashing on startup, consult technote # 1647496: How to enable "Extended Support Mode" from Windows Registry.

Related information

A simplified Chinese translation is available

Rate this page:

(0 users)Average rating

Add comments

Document information


More support for:

IBM Security AppScan Standard
Configuration

Software version:

8.0, 8.5, 8.6.0.0, 8.7

Operating system(s):

Windows

Software edition:

Express, Standard

Reference #:

1293149

Modified date:

2014-02-28

Translate my page

Machine Translation

Content navigation