PowerVault ME5: How to collect PowerVault support logs

There are several methods to gather logs from a PowerVault ME5 series array.

• Collect Logs with PowerVault Manager.
• Collect logs using Secure File Transfer Protocol (SFTP).
• Send logs to Dell using SupportAssist with PowerVault Manager.
• Send logs to Dell using SupportAssist with Command Line Interface (CLI).
• Sending support logs to Dell technical support when SupportAssist is not enabled.

Using PowerVault Manager

The Collect Logs tab is found under the Support panel (Maintenance > Support).

1. Enter a contact Name and Email Address.

2. It is optional to enter a Phone Number or Comments. You can include the service request number in the comments.

3. Click Collect Logs
   

   The array begins processing the request. Collecting the logs takes several minutes to complete.
   A dialog box appears reporting progress.
   

4. When the log collection is complete, click OK.
   

5. Wait a minute and a compressed file (such as logs.zip) is saved to the browsers download folder.

6. Send this zipped file to the Dell support representative.
   

Using Secure FTP to collect logs

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 admin@<ME5 controller IP address>

   Note: "-P" is an uppercase.

   Example:

   sftp -P 1022 admin@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

   If you are using a Windows host that does not have an SFTP client, you can use PSFTP supplied with the PuTTY suite.

   The syntax takes the form psftp -P 1022 -l admin -pw p@ssword <ME5 controller IP address>
   
   Note: "-P" is uppercase.
   Example:
   
   psftp -P 1022 -l admin -pw p@ssword 10.0.0.1
   <snipped> text removed for clarity </snipped>
   
   End of banner message from server
   Keyboard-interactive authentication prompts from server:
   End of keyboard-interactive prompts from server
   Remote working directory is /
   psftp> get logs logs.zip
   remote:/logs => local:logs.zip
   psftp> quit

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 the Dell support representative.

Using SupportAssist in PowerVault Manager to send logs to Dell

Where SupportAssist is enabled and able to connect to Dell, the support bundle can be sent to Dell technical support using PowerVault manager or using the Command Line Interface (CLI).

Go to the Advanced section under the SupportAssist tab under the Support panel (Maintenance > Support).

1. Click Select and Send Telemetry.
   

2. A dialog box appears, click Send Telemetry.

3. Sending takes a few minutes to complete.
   

4. When sending is complete, click OK.

5. If you have a support request open with Dell, let the support representative know you sent the logs using SupportAssist.
   

Sending logs to Dell using SupportAssist CLI

1. Open an SSH session to the management interface of either PowerVault ME5 controller.

2. To collect and send storage-system log files to the SupportAssist server using the default timing delay, use the syntax below.

   # send support-assist-logs
   Info: A schedule "CHLogsUser" has been created to start at "2022-02-21 13:52" to collect and send logs
   Success: Command completed successfully. (2022-02-21 13:50:12)

3. To send log files immediately to the SupportAssist server, use the syntax below. This takes a few minutes before the CLI prompt is returned.

   # send support-assist-logs collect-send-sync

4. You can check if the log send was successful using show events or show support-assist-telemetry-status.

   # show events last 5
   2022-02-24 13:34:04 [655]  #A2923:  ME5012 Array SN#00C0FF64650C Controller A INFORMATIONAL SupportAssist telemetry send successful. (Payload Type: System Logs)
   
   # show support-assist-telemetry-status
   System Logs
   -----------
   Latest Upload Status: Success - Sent successfully to Dell Service Enabler. Event 655 will show the status from the Dell backend.
   Latest Upload Time: 2022-02-24 13:55:31
   
   Events
   ------
   Latest Upload Status: Success - Sent successfully to Dell Service Enabler
   Latest Upload Time: 2022-02-24 13:07:22
   
   Topology
   --------
   Latest Upload Status: Success - Sent successfully to Dell Service Enabler. Event 655 will report failures if any while sending to Dell backend.
   Latest Upload Time: 2022-02-23 17:46:03
   
   Test Connectivity
   -----------------
   Latest Upload Status: Success - Sent successfully to Dell Service Enabler. Event 655 will report failures if any while sending to Dell backend.
   Latest Upload Time: 2022-02-24 13:28:01
   
   CloudIQ Config
   --------------
   Latest Upload Status: Success - Sent successfully to Dell Service Enabler. Event 655 will report failures if any while sending to Dell backend.
   Latest Upload Time: 2022-02-24 13:02:08
   
   CloudIQ Statistics
   ------------------
   Latest Upload Status: Success - Sent successfully to Dell Service Enabler. Event 655 will report failures if any while sending to Dell backend.
   Latest Upload Time: 2022-02-24 13:47:01
   
   Success: Command completed successfully. (2022-02-24 13:58:20)

Sending the support logs to Dell technical support when 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.