> ## Documentation Index > Fetch the complete documentation index at: https://docs.safesquid.com/llms.txt > Use this file to discover all available pages before exploring further. # Unable to Generate Support Tar-ball > Diagnose and resolve SafeSquid unable to generate support tar-ball incidents with causes, recovery actions, and audit evidence. # Unable to Generate Support Tar-ball Unable to Generate Support Tar-ball can interrupt web access, policy enforcement, or evidence collection. Use this runbook to restore service, preserve logs, and prove the corrective action during security review. ## ISSUE Unable to generate support tarball from SafeSquid Interface: **Support Page > Support Tarball** If you cannot generate support tarball from the SafeSquid interface, automatically follow the steps below. **Go to this path (location of support\_tarball.sh script)** ## root\@sabproxy:\~# cd /usr/local/safesquid/ui\_root/cgi-bin/ root\@sabproxy:/usr/local/safesquid/ui\_root/cgi-bin# ll total 80 drwxrwxr-- 2 ssquid root 4096 Mar 14 11:57 ./ drwxrwxr-- 8 ssquid root 4096 Mar 14 11:57 ../ -rwxrwxr-- 1 ssquid root 1602 Mar 19 16:54 app\_template.sh\* -rwxrwxr-- 1 ssquid root 683 Mar 19 16:54 cronentry.sh\* -rwxrwxr-- 1 ssquid root 2542 Mar 19 16:54 kerberos.sh\* -rwxrwxr-- 1 ssquid root 17255 Mar 19 16:54 modify\_plot.sh\* -rwxrwxr-- 1 ssquid root 2608 Mar 19 16:54 moniter.sh\* -rwxrwxr-- 1 ssquid root 16869 Mar 19 16:54 plot.sh\* -rwxrwxr-- 1 ssquid root 0 Mar 19 16:54 restart.sh\* -rwxrwxr-- 1 ssquid root 619 Mar 19 16:54 service.sh\* -rwxrwxr-- 1 ssquid root 6193 Mar 19 16:54 support\_tarball.sh\* ## -rwxrwxr-- 1 ssquid root 518 Mar 19 16:54 update.sh\* Here you can see that the **support\_tarball.sh** script is available with appropriate permissions. Once you confirm the availability of **support\_tarball.sh**, move to your requirements. **To generate support tarball manually as below :** ```text theme={null} Command: ./support_tarball.sh ``` Go to the below path and run above command root\@swg:/usr/local/safesquid/ui\_root/cgi-bin# ./support\_tarball.sh 2018-06-18::18:06:24.437971402 Creating folder: safesquid-2018-06-18-18-06-24 to contain relevant files and information for support 2018-06-18::18:06:24.445054777 Copying last 5000 lines of /var/log/safesquid/native/safesquid.log to safesquid-2018-06-18-18-06-24/safesquid\_logs/safesquid.log 2018-06-18::18:06:24.868917174 Copying last 5000 lines of /var/log/safesquid/extended/extended.log to safesquid-2018-06-18-18-06-24/safesquid\_logs/extended.log 2018-06-18::18:06:24.884119250 Copying last 5000 lines of /var/log/safesquid/performance/performance.log to safesquid-2018-06-18-18-06-24/safesquid\_logs/performance.log 2018-06-18::18:06:24.935809437 Copying last 5000 lines of /var/log/monit.log to safesquid-2018-06-18-18-06-24/system\_logs/monit.log 2018-06-18::18:06:24.969476836 Getting sysctl information into safesquid-2018-06-18-18-06-24/sysctl.txt 2018-06-18::18:06:25.142134567 Getting the Information about Network Interfaces into safesquid-2018-06-18-18-06-24/network.txt 2018-06-18::18:06:25.159857810 Getting the Information about Network Routing Table into safesquid-2018-06-18-18-06-24/network.txt 2018-06-18::18:06:25.174699658 Getting the Network Statistics into safesquid-2018-06-18-18-06-24/network.txt 2018-06-18::18:06:25.193097377 Getting iptables NAT Configuration into safesquid-2018-06-18-18-06-24/iptables.txt 2018-06-18::18:06:25.535699750 Getting iptables MANGLE Configuration into safesquid-2018-06-18-18-06-24/iptables.txt 2018-06-18::18:06:25.542781878 Getting iptables FILTER Configuration into safesquid-2018-06-18-18-06-24/iptables.txt 2018-06-18::18:06:25.549963671 Getting Disk Partitions Information into safesquid-2018-06-18-18-06-24/filesystem.txt Disk /dev/mapper/swg--vg-root doesn't contain a valid partition table Disk /dev/mapper/swg--vg-swap\_1 doesn't contain a valid partition table Disk /dev/mapper/swg--vg-opt+safesquid doesn't contain a valid partition table Disk /dev/mapper/swg--vg-var+lib+safesquid doesn't contain a valid partition table Disk /dev/mapper/swg--vg-usr+local+safesquid doesn't contain a valid partition table Disk /dev/mapper/swg--vg-var+lib doesn't contain a valid partition table Disk /dev/mapper/swg--vg-var+log doesn't contain a valid partition table Disk /dev/mapper/swg--vg-var+cache+safesquid doesn't contain a valid partition table Disk /dev/mapper/swg--vg-var+log+safesquid doesn't contain a valid partition table Disk /dev/mapper/swg--vg-var+db+safesquid doesn't contain a valid partition table 2018-06-18::18:06:25.597927995 Getting Disk Usage Information into safesquid-2018-06-18-18-06-24/filesystem.txt 2018-06-18::18:06:25.612231349 Getting Disk inode Usage Information into safesquid-2018-06-18-18-06-24/filesystem.txt 2018-06-18::18:06:25.616382197 Getting File System Mount Information into safesquid-2018-06-18-18-06-24/filesystem.txt 2018-06-18::18:06:25.756065687 Getting Kernel Information into safesquid-2018-06-18-18-06-24/systeminfo.txt 2018-06-18::18:06:25.760061018 Getting CPU information into safesquid-2018-06-18-18-06-24/systeminfo.txt 2018-06-18::18:06:25.774230478 Getting Memory Information into safesquid-2018-06-18-18-06-24/systeminfo.txt 2018-06-18::18:06:25.777545658 Getting ram memory into safesquid-2018-06-18-18-06-24/systeminfo.txt 2018-06-18::18:06:25.788885128 Creating the tar-ball for sending to SafeSquid Technical Support 2018-06-18::18:06:26.008801780 Extracted contents of the support tar-ball may be confirmed from safesquid-2018-06-18-18-06-24 **The support tarball will generate at below path** root\@swg:/var/log/safesquid/support# ll total 636 drwxrwxr-- 2 ssquid root 4096 Jun 18 18:06 ./ drwxrwxr-- 9 ssquid root 4096 Jun 11 16:29 ../ -rw-r--r-- 1 ssquid root 642727 Jun 18 18:06 **safesquid-2018-06-18-18-06-24.tar.gz** ## Capture useful evidence Collect evidence before restarting services or changing policy. Keep screenshots, command output, and relevant SafeSquid logs with the incident ticket. ```sh theme={null} tail -100 /var/log/safesquid/safesquid.log tail -100 /var/log/syslog ``` Record the affected user, source IP address, requested URL, timestamp, browser error, SafeSquid policy section changed, and verification result. ## Next steps * Use [Find a complete connection log](/troubleshooting/how_to_use_find_client_id_sh_for_getting_complete_connection_log) to trace a specific client transaction. * Use [Troubleshooting](/troubleshooting/troubleshooting) for the broader diagnostic checklist. ## Related topics - [Unable to Generate Performance Plot](/troubleshooting/not_generating_performance_plot.md) - [FAQs](/faqs/faqs.md) - [Security Logs](/use_cases/audit_and_forensics/security_logs.md) - [Performance Plot](/use_cases/performance_acceleration/performance_plot.md) - [Product Activation Failure](/troubleshooting/product_failure.md)