PowerEdge: Export a SupportAssist Collection using iDRAC7 and iDRAC8

iDRAC7 and iDRAC8 SupportAssist utility can create a SupportAssist collection, also known as Technical Support Report (TSR). iDRAC provides an application interface for gathering platform information that enables support services to resolve platform and system problems. iDRAC generates a SupportAssist collection of the server and then exports the collection to a location on the management station (local).

This could be a shared network location such as:

• FTP
• Trivial File Transfer Protocol (TFTP)
• HTTP
• HTTPS
• Common Internet File System (CIFS)
• Network File Share (NFS)

The collection may be sent to technical support for troubleshooting and inventory collection. The collection generates a standard ZIP file.

In order to learn how to setup and access the iDRAC7/8 web interface, watch this video:

Connect to iDRAC8 and Change the Default Password

Duration: 00:01:39 (hh:mm:ss)
When available, closed caption (subtitles) language settings can be chosen using the CC icon on this video player.

Generate a SupportAssist collection (TSR) using the web UI

iDRAC7 and iDRAC8 firmware version 2.30 and higher.
 

1. Log in to the iDRAC UI. (Fig.1)

   
   Figure 1: iDRAC UI
    

2. Expand Overview → Server → Troubleshooting → SupportAssist. (Fig.1)

3. Click Edit Collection Data. Select the data to include in the collection. (Fig.1)

4. Select the data to include in the collection. (Fig.2)

   
   Figure 2: Collection Settings
    

   Operating system and Application Data requires the iDRAC Service Module (iSM) be installed and running.
   iSM is an optional software application that can include relevant operating system and Application Data in the SupportAssist collection.
   The Operating System and Application Data option is disabled and not selectable if (1) iDRAC Service Module is not installed.

5. Click Apply (Fig.2)

6. Click Export Support Collection(Fig.1)

7. The progress is displayed. (Fig.3)

   
   Figure 3: SupportAssist collection progress
    

   Note:
   Log collection typically takes around 15 minutes to complete, but it may vary depending on the customer environment. If it does not complete even after several hours, reset iDRAC and try again.
   　How to Reset the Integrated Dell Remote Access Controller (iDRAC)?

    

8. After the collection is generated, click OK. (Fig.4)

   
   Figure 4: SupportAssist collection complete.

9. Specify the location to save the SupportAssist collection.
   To send the SupportAssist collection to Dell support.

Generate a SupportAssist (TSR) collection using the racadm command

1. Connect to the iDRAC using a SSH connection (Use a SSH client if needed)
   
   Figure 5: Putty application - Opening a connection to the iDRAC
2. Run

   racadm

    
   Figure 6: Run the initial command.
3. Run

   racadm techsupreport generate -t SysInfo

   [options for logs are added with comma (,) no spaces, logs are SysInfo [main log], TTYLog [Storage controller logs], 
   OSAppAll [OS logs, available only if iDRAC Service Module [iSM] is installed on the OS and running]]

    
   Figure 7: Running TSR collection command.
4. Check the job queue to make sure the file collection is complete 
    
   Figure 8: Running Job queue view command.
5. Once the job has been successfully completed, run

   racadm techsupreport collect -f <filename>.zip [Local save when run on the server]

   or racadm techsupreport collect -l <your CIFS or NFS share name> [-u <your share username> -p <your share user password> as needed]

    
   Figure 9: Local export 
   
   
   Figure 10: Remote export
   Note: When using a share to save the file, -f for the file name is NOT needed.

iDRAC7 and iDRAC8 firmware versions from 2.10 to below 2.30

Duration: 00:01:08 (hh:mm:ss)
When available, closed caption (subtitles) language settings can be chosen using the CC icon on this video player.
 

Access iDRAC7 and iDRAC8 documentation by selecting the iDRAC version, then the installed firmware version, and then documentation.