How To: Send Support a Snowpack

In order to assist with investigation into issues with the Snow Inventory Server the Support team may request that you send them a Snowpack.  Below are the instructions on how to generate a Snowpack, for you to be able to send this to the Support team.

• Important: Snow Inventory Java , Oracle Middleware and Oracle Hardware Scanner Scanners
• Windows Snowpack
• LINUX / MAC Snowpack
• UNIX Snowpack
• Alternate ways to generate a Snowpack

Important: Snow Inventory Java , Oracle Middleware and Oracle Hardware Scanners 

IMPORTANT: Please note that Snowpacks generated from the Inventory Configuration tool will only include data gathered from the Snow Inventory Agent and Snow Inventory Oracle Scanner. It will not include data from the other scanners [Snow Inventory Java Scanner (SIJS), Snow Inventory Oracle Middleware Scanner (SIOMS), and Snow Inventory Oracle Hardware Scanner (SIOHWS)].

If the current case involves any of these additional scanners on a Linux or Unix machine, those scans will need to be executed prior to launching the Snow inventory agent scan.  On a Windows machine these scanners will be automatically launched if the launcher Powershell script for the specific scanner is included in the c:\Program Files\Snow Software\Inventory\Agent folder.

Instructions to launch the scanners on Linux or Unix machines:

Snow Inventory Java Scanner (SIJS)

$JAVA_HOME/bin/java -jar /opt/snow/sijs.jar -v

Snow Inventory Oracle Middleware Scanner (SIOMS)

$JAVA_HOME/bin/java -jar sioms.jar -v

Snow Inventory Oracle Hardware Scanner (SIOHWS)

$JAVA_HOME/bin/java -jar siohws.jar -v

Windows Snowpack

If you are using Snow Inventory Java, Oracle Middleware or Oracle Hardware Scanners please ensure you read the important notice above.

1. On the computer in question open a command prompt with the option 'Run as administrator'.  For steps to do this you may like to refer to https://docs.microsoft.com/en-us/troubleshoot/windows-server/shell-experience/use-run-as-start-app-admin
2. Change directory to the snow folder by entering: 'cd C:\Program Files\Snow Software\Inventory\Agent' 
3. Start the agent scan by executing following command:

   snowagent.exe -v scan

4. When the agent has completed the scan, a .Snowpack file will be generated in C:\Program Files\Snow Software\Inventory\Agent\Data\ directory.
5. Please attach this to your Support case.  View list of support cases.  

LINUX/MAC Snowpack

If you are using Snow Inventory Java, Oracle Middleware or Oracle Hardware Scanners please ensure you read the important notice ​​​​​​​ above.

1. On the computer in question start the manual snowagent scan by executing the following command in the terminal: 

   /opt/snow/snowagent -v scan

2. Enter password to grant the application sudo privileges.
3. When the scan has completed, a .snowpack file has been created in /opt/snow/data directory.
4. Please attach this to your Support case.  View list of support cases.  

UNIX Snowpack

If you are using Snow Inventory Java, Oracle Middleware or Oracle Hardware Scanners please ensure you read the important notice above.

1. On the computer in question start the manual snowagent scan by executing the following command in the terminal: 

   java -jar /opt/snow/snowagent.jar -v scan

2. Enter password to grant the application sudo privileges.
3. When the scan has completed, a .snowpack file has been created in /opt/snow/data directory.
4. Please attach this to your Support case.  View list of support cases.  

Alternate ways to generate a Snowpack

The most accurate way to get a Snowpack is directly from the relevant computer, however there are other ways to gather one if it is not possible to access the computer. Keep in mind that these snowpacks will not contain cloud metering data or the data from other Oracle and Java scanners as mentioned above.

How to export a .snowpack from the Snow Config Manager

Getting a Snowpack using the File History Module