Support#

System → Support produces one file that describes this router, and says what it left out of it. The page's subtitle: "A file with what is needed to investigate a problem with this router."

The page reads the five lines at the top and does nothing else on its own. Everything else on it is a button, and an account of what pressing that button hands over.

This router#

Five rows — Host name, Product, Agent, Built on and Architecture. They answer the first question of every support conversation, and they are also the first file inside the bundle.

Download support bundle#

The button in the page header. It is admin-only: a bundle carries the whole configuration and recent audit entries, so for other roles the button is disabled, with Admin role required when you hover over it.

The page says it plainly: "Collecting it takes a few seconds and changes nothing on the router." Nothing is added to the pending changes and nothing is applied. The browser saves the file, and the audit log records the download as support-bundle.

What is in it#

The page lists the contents under What the bundle contains. In the archive there are nineteen entries, in this order:

Entry	What it is
`manifest.json`	Every item, its size, and the reason for anything missing. The authoritative list.
`README.txt`	The same list in plain text.
`versions.json`	The product and its version, the agent's build, and the base platform.
`agent/`	The agent's status, its settings, the licence state, the most recent 500 audit entries, its own log, and the journal when one was supplied.
`config/`	The running configuration, twice: as commands, and in the router's own format.
`router/`	Services, interfaces, routes, uptime, memory, storage, processors, and the most recent configuration changes.

What it never carries#

The page's What it does not contain panel:

Left out	Why
Private keys, pre-shared keys and passwords	Removed wherever they appear: the configuration, audit entries, logs.
The router's API key and the emergency access token	Credentials for this router. Nothing in the bundle reads the files they are kept in.
The licence key	The licence's state is included; the key is not.
Accounts and sessions	Password hashes, two-factor secrets, API token hashes and sessions are not included.

The secrets are removed by the same rules that hide them from a viewer elsewhere in the web interface: one list of what counts as a secret, not a second one written for the bundle. The exclusions above are also listed inside manifest.json, so the person sending the file can see the promise and the person receiving it can check it.

Its bounds#

Bound	Value
One item	4 MiB. Anything longer is cut at a line boundary and marked as cut.
The whole bundle	16 MiB, uncompressed.
Time spent reading from the router	90 seconds. Reads that do not finish are listed as left out.
Audit entries	The most recent 500.

A bundle from a router that is not answering properly is the bundle worth having, so nothing here refuses to produce one: a read that failed becomes a row in the manifest, with the reason.

When the web interface does not answer#

The same bundle can be produced at the router's console, which works when this page does not. In Advanced mode the page shows these commands in a From the router's console panel.

bash

# the same bundle, plus the journal from before the agent restarted
wheelhouse-support                 # writes into the current directory
wheelhouse-support /tmp            # or into a directory you name

# the agent produces it; the wrapper above adds the journal and the paths
wheelhouse-agent support-bundle -o /tmp/bundle.tar.gz

Run it as root: the router's API key and the agent's data directory are readable by root alone, and without them the bundle can describe the agent but not the router — and its manifest says so. wheelhouse-support is a POSIX shell script, so it also runs in the installer's environment: a machine that failed to install can still produce one.

For automation, an admin API token fetches the same file:

bash

curl -sk -OJ -H "Authorization: Bearer wh_…" https://<router>:8443/api/support/bundle

Where to send it#

The page's Where to send it panel says that no support address is published yet, and that it will be on the product site. There is no public issue tracker either. Keep the bundle: it is the thing to attach when there is somewhere to attach it.

A security flaw does not go to support. It has its own policy, scope and window — Security disclosure — and the page links to it too.

With the bundle, the page asks you to say what you did, what happened, and any message the router gave. The change as Review changes listed it in the bar at the bottom of the page, and the router's own words if it refused it, cover the first and the last. The bundle carries the versions, the configuration, the audit entries and the logs around the time, so that is all there is left to write.

What this page will not do#

It does not upload anything. The bundle is downloaded to your browser, or written to a file at the console. Nothing leaves the router on its own.
It does not change the router. Every read behind the bundle is read-only, and nothing is added to the pending changes.
It is not a log viewer. The logs are on Logs, and the router's own checks are on Diagnostics.
It cannot open a ticket. There is nowhere to open one yet.