Gathering logs for advanced troubleshooting on SC9000 controllers

To speed up the support process when faced with an issue, we recommend that you gather system logs and use the SupportAssist tool.  This article will outline how to find your service tag information and access the log gathering tools to allow you to report your issue.
 

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Table of Contents

 

1. Finding your Dell Service Tag for the Dell SC9000 Controller 
   • On the SC9000 controller
   • Using Dell Storage Manager
2. Finding your Dell Service Tag for Dell Enclosures attached to the SC9000 Controllers
   • Using Dell Storage Manager
3. Sending logs to Technical Support for Advanced Troubleshooting

 

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Finding your Dell Service Tag for the Dell SC9000 Controller

Each controller in the SC9000 pair has its own unique Dell Service Tag, and this can be sourced in either of the following ways:

Physically on the SC9000 Controllers

1. Remove the front bezel from the controllers.
2. Locate the video connector and LCD Menu buttons.
3. Under the LCD buttons is a slide out tag.  This Tag contains your Dell Service Tag as well as other information.

Using Dell Storage Manager

1. Log into your Dell Storage Manager Client.
2. Highlight your SC9000 in Dell Storage Manager Client.
3. Click on the Hardware tab, located in the right pane.
4. Using the middle pane expand the Controllers object.
5. Highlight the specific controller with the issue.
6. In the right pane the controller will be displayed.   The Service Tag and Express Service code are near the top of this pane.

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Finding your Dell Service Tag for Dell Enclosures attached to the SC9000 Controllers

Each enclosure will have its own unique Dell Service Tag, and this can be sourced in the following way:

Using Dell Storage Manager

1. Log into your Dell Storage Manager Client.
2. Highlight your SC9000 in Dell Storage Manager Client.
3. Click on the Hardware tab, located in the right pane.
4. Using the middle pane expand the Enclosures object.
5. Highlight the specific enclosure with the issue.
6. In the right pane the enclosure will be displayed.   The Service Tag and Express Service code are near the top of this pane.

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Sending logs into Dell Support for Advanced Troubleshooting

This assumes that Dell SupportAssist has been or is enabled on the SC9000 controllers.  Click here for further information and how to use Dell SupportAssist.

1. Log into your Dell Storage Manager Client.
2. Highlight your SC9000 in Dell Storage Manager Client.
3. Click on the Summary tab, located in the right pane.
4. In the Status section of the right pane there is a link called Send SupportAssist Information Now.
5. Click the link and use the following screen to select the amount of data to be sent to Dell Technical Support.
6. Click OK.

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