PowerProtect Data Manager Appliance DM5500: How to Generate a TSR SupportAssist Collection
Summary: This article explains the steps to generate a Technical Support Report (TSR) log (aka SupportAssist) bundle on PowerProtect Data Manager Appliance, or DM5500 system, using iDRAC. These logs are used for Support to troubleshoot and analyze various system-related issues. ...
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Instructions
The DM5500 log bundle includes this TSR log bundle by default. It does not contain full Storage Logs so the below procedure may be required. See Knowledge Base Article Dell PowerProtect Data Manager Appliance - DM5500: How to collect an Administrative log bundle
Purpose:
This article details the basic steps to generate a TSR log bundle (also known as SupportAssist) for PowerProtect systems. The TSR is a collection of logs for the Dell Server platform gathered from the iDRAC interface.These logs are used for Support to troubleshoot various issues.
Log in to iDRAC UI using the Operator role credentials that were internally created when you created the read-only iDRAC User during the initial appliance configuration in the Data Manager Appliance Configuration UI.
As an example, during the initial appliance configuration, if you created a read-only iDRAC User with
You would then use the username:
Procedure:
Purpose:
This article details the basic steps to generate a TSR log bundle (also known as SupportAssist) for PowerProtect systems. The TSR is a collection of logs for the Dell Server platform gathered from the iDRAC interface.These logs are used for Support to troubleshoot various issues.
Log in to iDRAC UI using the Operator role credentials that were internally created when you created the read-only iDRAC User during the initial appliance configuration in the Data Manager Appliance Configuration UI.
Caution: Using the iDRAC root user credentials to log in to iDRAC is no longer allowed; you must use the Operator role iDRAC User credentials. The iDRAC root User credentials become obsolete after the read-only and operator role iDRAC Users are created.
As an example, during the initial appliance configuration, if you created a read-only iDRAC User with
jsmith as the username and P@ssword4 as the password, the operator role iDRAC User credentials that were internally created are:
- Username:
jsmith-opr - Password:
P@ssword4<appliance_serial_number>
P@ssword4DPDID220123456
You would then use the username:
jsmith-opr and password: P@ssword4DPDID220123456 credentials to log in to iDRAC.
Procedure:
- Go to the Maintenance tab.
- Select SupportAssist tab.
- Select the Start a Collection button.
- Select All logs to be in the bundle, then click Collect to start the log generation.
- Once the log collection is completed, select OK to start the download to your workstation
- Upload to Dell Support with your preferred method.
- Attach to Service Request.
Or
- Request an FTP directory from Support.
Additional Information
How to Read the TSR Log:
This video shows how to collect and view the TSR:
- Extract the TSR file.
- Go to the TSR folder contained within.
- Open the viewer.html file using a Web Browser (such as Chrome)
- Use the menus to browse to relevant or required content.
This video shows how to collect and view the TSR:
Affected Products
PowerProtect DM5500Products
PowerProtect Data Manager ApplianceArticle Properties
Article Number: 000227990
Article Type: How To
Last Modified: 19 Feb 2025
Version: 3
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