What is the purpose of the report?

The purpose of this report is to assist and ease troubleshooting sessions by automatically collecting and uploading diagnostic information from the Lucid application, machine, and operating system.

How to send the report to LucidLink?

The report can be sent from the application if you are connected to the Filespace in question. To do so, please follow the steps below:

1. Open the LucidLink application,
2. Select the affected Filespace from the left pane,
3. Click the "Upload diagnostic report" button on the bottom right corner of the dashboard:

This will open a new window, which, after getting the user agreement, will automatically generate the diagnostic report and upload it.

The report can also be collected from the command line using the following command:

lucid support

This command will also ask for an agreement before collecting and uploading the data.

For scripting purposes, the user can start the command with the `--give-consent` option, which will skip the explicit agreement. Using this option is counted as user consent.

If you are running multiple Lucid instances the command for the specific instance, you want to refer to is:

lucid --instance <instance_ID> support 

**If you do not know what the instance ID is, simply run the following command for a listing of all currently connected filespaces matched with an <instance_ID> to be certain you are uploading the diagnostic report for the proper filespace.

lucid list

If you want to submit a diagnostic report for an issue with snapshots you need to execute the following command from command line:

lucid --instance 1000 support

After the report is successfully collected and uploaded, a unique "Reference-ID" number will be provided. The user should use this reference number in support tickets and/or chat sessions to refer to their specific report. 

Write down the number or copy it using the Copy to Clipboard button. If you use the Copy to Clipboard button you can directly paste it into the support ticket.

What information is collected?

The collected information can be separated into three different groups.

1. Lucid log and configuration files.

2. Output of Lucid diagnostic commands.

3. System information and logs for the specific machine from which the report is uploaded.

The first group consists of the following files:

• Lucid.log
• Lucid.json
• app.log
• app.json

These files are located in the (hidden) `.lucid` folder, which is usually inside the user's home directory.

The second group of information is the output of several Lucid diagnostic commands. Those are:

• lucid status
• lucid info
• lucid config --local
• lucid config --global
• lucid config --effective

The third group could be different, depending on the OS.

• On Windows:
  • the output of the `msinfo32` built-in command.
  • Lucid installation logs (located inside %USERPROFILE%/AppData/Local/Temp. The name of the file has the MSI*.LOG format.
• On macOS:
  • the output of the `system_profiler -detailLevel full` built-in command. It reports detailed hardware and software information, installation logs, network settings, etc.
  • the output of the `profile status -type enrollment` command. It reports MDM settings on the machine.
  • the output of the `umask` command. It shows how permissions are set for newly created files.
• On Linux:
  • the output of the built-in `lshw -sanitize` command
  • the output of the built-in `lsmod` command
  • the output of the `umask` command. It shows how permissions are set for newly created files.

Who has access to the report?

LucidLink Support Team.

Please Note: This report will not be shared with any third-party organizations, and will not be used for anything other than troubleshooting any issues you may be having.