The Diagnostic Data tool will allow you to quickly and easily gather data critical to facilitate case resolution when working with the ZPE Support team.  It builds a collection file which contains logs, key configurations, and command outputs helpful to understanding the system's state at the time of collection.  It is available on Nodegrid OS v4.x and higher, with ongoing improvements in newer versions.  This tool is not available on NSR Lite.

By default, sensitive data is masked to protect it from unintentional exposure.  This masking can delay case resolution when working with ZPE Support.  Please disable it when permitted per any applicable policies.  The optional masking affects: Usernames, IP Addresses, and SSIDs, in all features sets, including System Logs, Network Configuration, VPN, WIFI, Managed Devices, ZPE Cloud, Cluster, and SD-WAN.  Passwords, Private Keys, and Secrets will always be masked.

For more information, see: Diagnostic Data tool

There are three main steps to share this data with ZPE Support:

1. Create the Diagnostic Data collection file
2. Download the collection file from the system
3. Share the collection file to ZPE Support

Create the Diagnostic Data collection file:

Here are the available methods to initiate the Diagnostic Data tool to create a collection file:

Create via Web Interface:

1. Login into the web interface as an account in the admin group
2. Navigate to System :: Toolkit :: Diagnostic Data
3. Uncheck Apply Masking to Sensitive Information (when permitted)
4. Click Generate
5. Click Finish

Create via Admin CLI:

1. Connect via SSH or Console port
2. Login into the CLI as an account in the admin group
3. Run the command:
• To create an unmasked collection file (when permitted)

diagnostic_data --no-masking --force

• To create a masked collection file:

diagnostic_data --force

Create via Root Shell CLI:

1. Connect via SSH or Console port
2. Access the root shell; common methods:
• Login as root if allowed in Security :: Services
• Login as a user with sudo privileges and then launch the root shell using: shell sudo su -
3. Run the command:
• To create an unmasked collection file (when permitted)

/usr/sbin/diagnostic_data --no-masking

• To create a masked collection file:

/usr/sbin/diagnostic_data

• Note: The data will be stored in /tmp folder.

Create via API:

• To create an unmasked collection file (when permitted), use API query:

curl -X POST 'https://<nodegrid_ip>/api/v1/system/toolkit/diagnosticdata' -k \

-d '{ "apply_masking_to_sensitive_information": "no" }' \

-H "Content-Type: application/json" \

-H "ticket: <ticket>"

• To create a masked collection file, use API query:

curl -X POST 'https://<nodegrid_ip>/api/v1/system/toolkit/diagnosticdata' -k \

-H "Content-Type: application/json" \

-H "ticket: <ticket>"

Download the collection file from the system

Here are the most common methods used to download the resulting collection file:

Download via Web Interface:

1. Navigate to System :: Toolkit :: File Manager
2. Select the folder where collected data is saved:
• If logged in as admin account, click admin_home
• If logged in as a local user in the admin group, click it's home folder (i.e. user_home)
• If logged in as a remote user in the admin group, click admin_group

3. Select the logs folder
4. Verify that the Diagnostic Data tool has completed gathering data
1. On v6.0.30 and newer, make sure the filename no longer contains INPROGRESS
2. On v6.0.29 and older, verify that the value for Size is no longer increasing

5. Click the filename of the completed log that you wish to download (i.e. collection_SUP-US-NSR01_2025-8-1_21-26-12.tar.gz)
1. Alternate steps: select the checkbox next to multiple filenames and then click Download

Download via scp client (MacOS or Unix-based workstations):

• Notes:
• Uses the scp tool built into MacOS and most Unix-based workstations
• If 'No such file or directory' errors occurs, it the Diagnostic Data tool may need more time to complete

1. Open terminal window
2. Run command:

scp <user>@<ip>:<filename> <destination>

• Replace values as follows:
• <user> with the login name that was used to generate the collection file
• <ip> with the IP address of the Nodegrid appliance where the collection file was generated
• <filename> with the full path of the collection file as displayed when generated
• <destination> with the local folder where the collection file will be downloaded

scp admin@192.168.8.2:/home/admin/logs/collection_SUP-US-NSR01_2025-8-1_21-26-12.tar.gz ~/Downloads/

Download via pscp client (Windows workstations):

• Notes:
• Requires third-party tool pscp to be downloaded to Windows workstation
• If 'No such file or directory' errors occurs, it the Diagnostic Data tool may need more time to complete

1. Open cmd window
2. Run command:

pscp <user>@<ip>:<filename> <destination>

• Replace values as follows:
• <user> with the login name that was used to generate the collection file
• <ip> with the IP address of the Nodegrid appliance where the collection file was generated
• <filename> with the full path of the collection file as displayed when generated
• <destination> with the local folder where the collection file will be downloaded
• Example of saving to Download folder on Windows:

scp admin@192.168.8.2:/home/admin/logs/collection_SUP-US-NSR01_2025-8-1_21-26-12.tar.gz  C:\Users\Username\Downloads\

Share the collection file to ZPE Support

Here are the most common methods used to share the collection files with ZPE Support:

• Include the collection file as an attachment in an email addressed to support@zpesystems.com
• Steps: Attach the file using the option available in any standard email client
• Notes: Simple, however not guaranteed to be encrypted end-to-end
• Upload the collection file to a new or existing ticket on the Support Portal
• Steps: Log into the Support Portal, click Tickets, find or create ticket, click Attach a file
• Notes: Upload will use HTTPS for security, can request account via login page if needed.
• Upload the collection file via Sharefile
• Steps: Log into Sharefile, click the organization's folder, click Upload, notify ZPE Support when upload completed via email to support@zpesystems.com or by adding a comment to the case on the Support Portal
• Notes: Upload will use HTTPS for security, requires arranging a folder with ZPE Support in advance
• Share the file via a third-party file service
• Steps: Varies per the service used, usually involves sharing a link
• Notes: Such links can be shared via email to support@zpesystems.com or by adding a comment to the case on the Support Portal