Tutorial: Generate a Tech Support Report in Access Server

Abstract

Generate a technical support report using Access Server's Admin Web UI on version 3.0.0 and newer.

Overview

The Tech Support Report provides OpenVPN Support with a consolidated snapshot of your Access Server’s configuration and diagnostic information. Generating this report helps our support team troubleshoot issues faster and reduces the time spent manually gathering system details.

Prerequisites

Admin Web UI access for option 1.
Console access and the ability to get root privileges.
Access Server version 3.0.0 or newer

Option 1: Generate a tech support report from the Admin Web UI

Sign in to the Admin Web UI.
Click Advanced.
- Click to proceed through the message that displays about the effect of modifying advanced settings.
Click the Tech Support Report tab.
Click Generate Support Report.
- Access Server compiles a report that appears in the text field and contains system details, configuration settings, and diagnostic data.
Choose how to retrieve the report:
- Click the Copy icon to copy the report text to your clipboard, or
- Click Download Report to save it as a file.
Submit the report to OpenVPN Support using the support ticket system.

Option 2: Generate a tech support report using the new API

You can generate a tech support report with Access Server’s API. Choose one of the following methods:

Method 1: Run API calls with cURL

Tip

You can run these API calls directly on your Access Server or from a remote machine.

Generate an authentication token for an admin user:

sacli --user openvpn1 GenerateAuthToken

1	Where `openvpn` is a user with admin privileges. We need a user with admin privileges to generate the needed Authentication Token for this method.

This outputs an authentication token, for example:

root@openvpnas:~# sacli --user openvpn GenerateAuthToken
{'expirytime': 1761002715,
 'maxsessiontime': 1761016515,
 'token': 'SESS_TOKEN_t5RT2/S18pEU9PFKBWoXL40NNZring0ntjmSa6hbI6d9SFDxxFF8OEII+qizKaY+J4ub4qT+jDHFuPQ9zHgI+mvRzLu0hsuB+/0BEXFcYeZCHGzg+TE75Fvkn+NV'}

Alternate first step:

You can also generate an authentication token for an admin user using cURL.

Run the following command where openvpn is an admin user and pass4openvpn is the user password:

curl -X 'POST' 'https://203.0.113.5:943/api/auth/login/userpassword' -H 'accept: */*' -H 'Content-Type: application/json' -d '{"request_admin": true, "username": "openvpn","password": "pass4openvpn"}' -k

Ensure the user has admin privileges to generate the necessary authentication token for this alternate method.

This outputs an authentication token. Example output:

root@openvpnas:~# curl -X 'POST' 'https://203.0.113.5:943/api/auth/login/userpassword' -H 'accept: */*' -H 'Content-Type: application/json' -d '{"request_admin": true, "username": "openvpn","password": "pass4openvpn"}' -k
{"auth_token":"SESS_TOKEN_9EtCbf/qQbfmox6k6NvAGomUMCR+x3wLAGdzIK/uG+mm00MZD9mxQ4aMjttoebzKRpmAt1ShH4XEgh9pujVgxns2Bbda3SF84vuSeqmZnOkJ1VSiPreCznjQ","expires_after":"2025-10-23T21:00:23.000000Z","renewable_until":"2025-10-24T00:50:23.000000Z","user_properties":{"requires_mfa_enrollment":false,"user_type":"admin","allowed_profiles":["userlogin"],"enforce_strong_passwords":true,"username":"openvpn","allow_password_change":true}}

Use the token to generate the tech support report:
```
curl -X 'GET' -k --location 'https://203.0.113.511:943/api/support/report' \
--header 'X-OpenVPN-As-AuthToken: <Authentication Token here>2' \
--header 'Content-Type: application/json' \
--data ''
```
1
Replace 203.0.113.5 with your Access Server IP.
2
Replace <Authentication Token here> with your generated token.
- The tech support report prints to the console.

Method 2: Run API calls using 'apicall'

Tip

You can also use sacli's built-in apicall function to perform API requests directly from Access Server.

Run the following command:

sacli --method GET --url 'api/support/report' --value '' apicall

The report prints to the console.

Method 3: Run API calls using the embedded Swagger UI from Access Server

Sign in to the API with an auth token

Enable the API documentation for your Access Server.
Open the API docs in your browser:
```
https://203.0.113.51:943/api/docs
```
1
Replace 203.0.113.5 with your Access Server IP address.
In the auth section, click to expand /auth/login/userpassword.
Click Try it out.
- The Edit Value box displays.
Replace the schema values with these, where openvpn is an admin user and pass4openvpn is the user password:
```
{
  "request_admin": true,
  "username": "openvpn",
  "password": "pass4openvpn"
}
```
Click Execute.
The response displays with the auth_token in the Response body:
Copy the auth_token value.
Scroll back up and click Authorize.
- The Available authorizations modal displays.
Under AuthToken (apiKey), paste the authentication token in the Value text box.
Click Authorize.
- You can now run API calls.

Run API calls

Scroll down to the API endpoint /support/report and click to expand it.
Click Try it out and Execute.
- A successful request returns HTTP 200 and displays the tech support report in the response body:
Choose how to retrieve the report:
- Click the Copy icon to copy the report text to your clipboard, or
- Click Download to save it as a file.
Submit the report to OpenVPN Support using the support ticket system.

In this section: