Support Bundles¶
Support bundles collect diagnostic information from the HPE Morpheus Software appliance and managed infrastructure to assist with troubleshooting and support case resolution. Bundles are generated on-demand or automatically and can be downloaded locally or delivered directly to HPE Support.
Navigate to to view, generate, download, or delete support bundles.
Note
Support bundles are available only to master tenant users with System Admin role. The Admin: Support Bundles permission gates read and full access.
Generating a Support Bundle¶
Navigate to .
Click Generate New Support Bundle.
Enter a Name for the bundle.
Set the Log Range Start and Log Range End to define the time window for log collection.
In the Components section, select one or more categories and content types to include. Resource-backed content types allow selecting specific resources (for example, a specific cloud or storage server).
Click Generate.
The bundle is created asynchronously. Status progresses from Pending through In Progress to Completed or Failed. Large bundles may take several minutes depending on the number of components and log volume. An in-progress bundle can be cancelled from the list page.
Bundle Content Categories¶
Category |
Contents |
|---|---|
Appliance |
Application logs (morpheus-ui, check-server, guacd, mysql, nginx, opensearch), appliance configuration (sanitized), health metrics (CPU, memory, storage, database, elastic, queues, threads), system information (OS, kernel, hardware, network) |
Clouds |
Cloud integration diagnostics for selected clouds |
Clusters |
HVM cluster health, host status, quorum state, and cluster-level diagnostics |
Networking |
Network server diagnostics (including Aruba CX switch bundle when configured) |
Servers |
Compute server diagnostics for selected managed servers |
Storage |
Storage server diagnostics. For HPE Alletra MP storage servers: triggers telemetry bundle generation on the array. If call-home is not enabled, downloads the resulting bundle; if call-home is enabled, triggers generation only (data already sent separately) |
Each category can expose multiple content types. Resource-backed content types allow selecting specific instances of that resource (for example, a particular storage server or cloud integration). A failure collecting one component does not block the overall bundle.
Note
Support bundles never include customer VM data, stored credentials (these are encrypted at rest), or tenant-specific business data. Only infrastructure diagnostic information is collected.
Health Metrics Included¶
The health summary collected in the bundle includes:
CPU: Processor count, process uptime, Morpheus CPU usage, system CPU usage, system load average
Memory: Morpheus memory (total, used, free, usage %), system memory, swap
Storage: Filesystem details (used, free, total, percent utilization, mount points)
Database (MySQL): Version, connection statistics, thread statistics, performance metrics (slow queries, temp tables), InnoDB statistics
OpenSearch: Cluster status, node count, shard information, per-node heap/memory/CPU, index health
Queues (RabbitMQ): Queue count, busy/error queues, per-queue message counts
Threads: Total count, busy, running, blocked, per-thread details
This health data is written as a JSON file within the support bundle.
HPE Support Integration¶
Configure HPE Support integration at .
Setting |
Description |
|---|---|
Daily Support Bundle |
When enabled, automatically generates a support bundle once daily and delivers it to HPE Support |
Send to HPE |
When enabled, completed bundles are converted to CMB format and delivered to HPE via the RDA (Remote Data Access) agent |
Remote Support Access |
Enables HPE Support remote access to the appliance for diagnostics (requires Send to HPE enabled) |
Default Storage Bucket |
Select the storage bucket where bundles are archived |
The Appliance Nodes table on the Support settings page shows each node’s hostname, RDA connection status (connected, disconnected, or not configured), and Station ID. The Station ID uniquely identifies the appliance to HPE Support.
When Send to HPE is enabled:
Completed bundles are packaged and pushed to the local RDA agent for delivery
Delivery status is tracked per bundle: In Progress, Delivered, Failed, or Superseded
The list and detail views show delivery status when HPE delivery is enabled
When Send to HPE is disabled, bundles remain on the appliance for manual download and submission to support.
Managing Support Bundles¶
Previously-generated bundles are listed on the Support Bundles tab with columns for Name, Status, Started At, Completed At, Size, and Log Range. From each bundle’s actions:
Download — Download the bundle archive to your local machine
Delete — Remove the bundle from the appliance
Cancel — Stop an in-progress bundle generation
Support bundles are stored on the appliance filesystem. In space-constrained environments, delete old bundles after they have been submitted to support.
API¶
Support bundle operations are available via the REST API:
Method |
Endpoint |
Description |
|---|---|---|
GET |
|
List all support bundles |
GET |
|
Show bundle details |
POST |
|
Generate a new support bundle |
DELETE |
|
Delete a bundle |
GET |
|
Download the bundle archive |
POST |
|
Cancel an in-progress bundle |
Automated Collection¶
When daily support bundle generation is enabled in Support settings, HPE Morpheus Software automatically generates and (if configured) delivers a bundle to HPE Support once per day. This includes standard health metrics, configuration diagnostics, and log data from the configured default time window.
HPE Morpheus Software also collects anonymized environment telemetry for proactive support purposes when HPE Support integration is enabled. This telemetry includes:
Appliance version and license information
Cluster node counts and high-level resource utilization
Feature usage statistics (anonymized)
This data does not include any customer content, credentials, or personally identifiable information.