PowerVault ME4: How to collect a support bundle

1. Preparation
2. Steps to gather logs using PowerVault Manager.
3. Steps to gather logs using FTP.
4. Steps to gather logs using SFTP
5. Steps to send logs using SupportAssist.
6. Sending support logs to Dell technical support when SupportAssist is not enabled.

Preparation

• Enclosure must be connected to the network.
• IPs must be set up for the array, or defaults are verified to be working.
  Controller A: 10.0.0.2
  Controller B: 10.0.0.3
• Have a supported browser.
  • Mozilla Firefox 57 and later
  • Google Chrome 57 and later
  • Microsoft Internet Explorer 10 and 11
    Check the Admin Guide if issues are encountered with IE under "Web browser requirements and setup."
  • Apple Safari 10.1 and later
• Have the manage level username and password of the UI.
• The log file size is typically around 10-25 MB and the process takes approximately 5-10 minutes.

Steps to gather logs using UI

1. Open a supported browser listed above in the "Preparation" section.

2. Enter the IP address of one of your "RAID I/O Modules" (RIOM or controller).
   Example: https://10.0.0.2/

3. This should open a login box.
   Pre-GT280R006-01 it is called "ME Storage Manager."
   GT280R006-01 and later it is called "PowerVault Manager."

4. Enter your assigned login and password.

5. Press Enter or click Sign In.
   

6. Once the unit details populate, continue below.
   

7. Go to the bottom section of the screen.
   

8. On the furthest left side, see a figure of three arrays that are stacked and A or B.
   

9. Click the arrow pointing up in blue.

10. Select and click Save Logs.
    
    

11. A new display appears.

12. Fill out the information requested.

    NOTE: The top three lines are required as indicated by the red * and text instructions.
    Do not enter non-numerical values in the phone number.
    Example: 1234567890

13. Click OK.
    

14. A display box appears that tells you to "Please wait" many times.
    

15. A completed message appears.

16. Click OK.
    

17. Follow any steps necessary for the browser to complete downloading to local storage.

18. Locate and send the file as needed.

Steps to gather logs using FTP

1. Ensure the FTP is in the Enable mode.
   You can check the status of your product under the home page by clicking Action > System Settings > Services.
   
   

   Or use the CLI in telnet or SSH to get the information.
   

2. Run command-line tools under Windows with administrator privileges, and use the CLI get logs to gather the logs.
   

Steps to gather logs using SFTP

This requires controller firmware GT280R006-02 and later.

The secure file transfer protocol is enabled by default on ME5 systems, and an SFTP client can be used to collect logs.

1. Open a CMD or shell prompt on a connected host.
2. The syntax takes the form.

sftp -P 1022 manage@<ME4 controller IP address>

Example:

sftp -P 1022 manage@10.0.0.1
<snipped> text removed for clarity </snipped>
Password:
Connected to admin@10.0.0.1.
sftp> get logs logs.zip
Fetching /logs to logs.zip
/logs                                  100%   13MB 625.7KB/s   00:21
sftp> bye

3. Collecting logs takes a few minutes to complete.
4. When the log collection is complete, exit the client and send a zipped log file to your Dell support representative.

Steps to send logs to Dell technical support using SupportAssist

SupportAssist is available in controller firmware GT275R005-04 and later.

1. Perform one of the following to access the options in the SupportAssist tab:
   • In the Home topic, select Action > System Settings, then click the SupportAssist tab.
   • In the System topic, select Action > System Settings, then click the　SupportAssist tab.
2. Click Check Connection to verify that a connection can be established to Dell.
3. If the test connection works, click Send Logs.
4. If you have a service request open with Dell technical support, send a quick email to let them know the support bundle is sent using SupportAssist.
   

For information about enabling SupportAssist, see ME4: How to enable SupportAssist

Sending support logs to Dell technical support where SupportAssist is not available or enabled.

Email server policies may restrict files that can be sent by file size or by file type. Dell technical support engineers may ask you to send log files from the PowerVault ME series array, switches, or connected host operating systems to help with fault analysis.

Dell customers who open a service request with Dell can attach files and monitor the progress of their case online by signing in at this link.

To attach a support bundle or other file to the case online, follow the instructions in this article: How to Share Log Files, Screenshots, and Error Messages with Dell