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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. ...

This article applies to This article does not apply to This article is not tied to any specific product. Not all product versions are identified in this article.

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.
 
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>
For example: P@ssword4DPDID220123456
You would then use the username: jsmith-opr and password: P@ssword4DPDID220123456 credentials to log in to iDRAC.

Procedure:
  1. Go to the Maintenance tab.
  2. Select SupportAssist tab.
  3. Select the Start a Collection button.
  4. Select All logs to be in the bundle, then click Collect to start the log generation. 
SupportAssist Collection
  1. Once the log collection is completed, select OK to start the download to your workstation
Status bar is in progress
download collection
  1. 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:
  1. Extract the TSR file.
  2. Go to the TSR folder contained within. 
  3. Open the viewer.html file using a Web Browser (such as Chrome)
  4. Use the menus to browse to relevant or required content.
Example of the viewer.html page: 
TSR Log
 
This video shows how to collect and view the TSR:

Affected Products

PowerProtect DM5500

Products

PowerProtect Data Manager Appliance
Article Properties
Article Number: 000227990
Article Type: How To
Last Modified: 19 Feb 2025
Version:  3
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