Data Domain: How to Gather Autosupports

Summary: This article outlines the autosupport process.

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Instructions

Overview:

When a Data Domain (DD) generates an autosupport, several commands are run and the output is combined into a single log file.

By default, Data Domains are programmed to automatically send these logs using secure email to the support server where they are kept in a secure repository.

Autosupports contain basic configuration and performance data and are useful in the trouble-shooting process.

For various reasons the Data Domain may not be receiving the autosupports, in which case they must be uploaded manually.

This article details how to send an autosupport.

 

Gathering Autosupports:

Sending an on-demand autosupport.

1. Log in to Data Domain Command-Line Interface (CLI) using a serial cable, telnet, or an SSH client

2. Once logged on, type the following command to send to the default support-list.

autosupport send

The autosupport should be sent to any Email address that is on the support-list.

See the appendix for information about displaying and modifying the default support-list.

-- Or --

To send an autosupport to a specific email address, run the following command:

autosupport send <email_address>

An autosupport should be sent to the <email_address> specified>

Note: There is no way to send an autosupport using the web interface.
 
 

There may be circumstances that prevent autosupports from being sent or received, in which case the support team may request that the autosupport be provided using alternate methods:

  • Forwarding the autosupport

If there are recipients on the mailing list receiving the autosupports, directly forward the message to the support representative.

 
  • Uploading the autosupport to the datadomain support site using FTP.
Note: A support account is required in order to upload to the datadomain support site. Contact the account team to request one if required.
 

1. From the directory where the autosupport file is located, type:

ftp ftp.datadomain.com
 

2. Log in using the support account username and password.

3. At the FTP prompt type:

put autosupport
 
 

  • Retrieving an autosupport from the restorer using FTP

1. To enable FTP access on the restorer, type:

adminaccess ftp enable
adminaccess add ftp *
 

2. From a Windows personal computer, enter the command line: (Windows: Start > Run > Type: cmd)

3. If a temporary directory does not exist, do this now:

mkdir temp
 

4. Switch to the temp directory: 

cd temp
 

5. Establish an ftp connection to the Data Domain:

ftp <ip address or host name>

Log in using the sysadmin username and password

6. At the FTP prompt type the following commands:

cd support
get autosupport
bye
 
Note: This can also be retrieved using a product such as WinSCP.
 
 

7. Forward the autosupport to the support representative.

 
  • Copying from the restorer web interface: (This can be useful if there no command-line access).

1. Log in to the restorer using a browser.

2. Click support 

3. Click autosupport:

kA5j00000008OoaCAE_1_0

 

4. Select all text, and copy.

5. Paste the text in an Email and forward to the support representative.

Additional Information

Appendix:

To view the support list type:

autosupport show support-list
 

To add to the support list, type:

autosupport add
 
 
References:

Affected Products

Data Domain

Products

Data Domain
Article Properties
Article Number: 000012117
Article Type: How To
Last Modified: 29 May 2025
Version:  8
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