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July 8th, 2025 12:10
Automatic services case
One of our servers received a alert
Devices
Device health has deteriorated.
Message ID: CDEV6174
Cause: Defective HDD
Services module still shows noe errors and did not create a service ticket
Services module still shows noe errors and did not create a service ticket
Why?
No Events found!
DELL-Chris H
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July 9th, 2025 15:03
As far as the drive issue, if the drive is still showing as Online, then what you will need to do is FORCE OFFLINE that drive before replacing it. The reason is that the drive is in a Predicted Failure state, which is due to the number of bad blocks exceeding the threshold, and not forcing it offline before replacing it can cause those bad blocks to migrate to the rest of the Virtual Disk.
As far as the alerting, if the drive is still online then it is likely, in my opinion, that since it is an informational alert and not a full drive failure it wasn't configured to be included.
DELL-Chris H
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July 8th, 2025 16:20
Kokla55,
There could be multiple reasons as to why it didn't create a case, below are a few things I would verify.
Alert Not Mapped to Auto-Dispatch Policy
Not all alerts automatically trigger service cases.
The CDEV6174 alert is informational and may require manual correlation with a specific hardware fault (e.g., a failed drive in the iDRAC System Event Log).
SupportAssist Not Properly Configured
The Services module in OME or iDRAC must be registered with Dell and have SupportAssist enabled.
If registration is incomplete or telemetry is not being sent, no case will be created.
Drive Not Under Warranty or Not Monitored
If the drive is not covered under a current Dell ProSupport contract, or if it was replaced with a non-Dell part, automatic dispatch may not occur.
iDRAC or OME Cannot Correlate the Fault
If the iDRAC logs show a degraded drive but the drive is still partially functional or not fully failed, the system may not escalate it automatically.
Those are the most likely causes, let me know what you see.
kokla55
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July 9th, 2025 06:28
@DELL-Chris H Thank you for your reply.
Server is under warranty
I see this in the idrac log:
Dell-Martin S
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July 9th, 2025 12:37
Hi,
it should be:
SupportAssist Not Properly Configured
The Services module in OME or iDRAC must be registered with Dell and have SupportAssist enabled.
If registration is incomplete or telemetry is not being sent, no case will be created.
kokla55
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July 10th, 2025 10:39
"As far as the alerting, if the drive is still online then it is likely, in my opinion, that since it is an informational alert and not a full drive failure it wasn't configured to be included. " - yes, sound like it
Thank you!