RecoverPoint for VMs: Log collection fails with "No system information was collected"

Running a log collection in RecoverPoint for Virtual Machines (VMs) completes with the message No system information was collected. The user cannot find a log collection file created (sysInfo*.tar) on the RecoverPoint Appliance (RPA) /info location.

Figure 1. No system information was collected message

Dell Technologies Engineering is investigating this issue, and a root cause is being investigated.

Workaround:
The collection has been seen to work per RecoverPoint Appliance (RPA), and each appliance keeps a copy of its own log collection under:

/home/collector/sysInfo/sysInfo.{Site}.KBox{RPA ID}.{Date}.tar.gz

These logs can be downloaded directly using SCP/WinSCP after root access is enabled.
To enable root access on a RecoverPoint Appliance, log in as admin using ssh/putty -> [2] Setup -> [8] Advanced options -> [2] Security options -> [3] Enable/Disable root access.

The root password is the same as the admin password.

Possible Preventative Workaround:
The issue has been seen to occur when collecting logs from other sites than the cluster to which the user is connected.
Run the log collection only for the cluster (site) the session is connected to.

So, for a customer with three sites - A, B and C (Can be done in parallel):

1. Connect to Site IP on Cluster A, run the log collection for any RecoverPoint Appliances on Site A
2. Connect to Site IP on Cluster B, run the log collection for any Appliances on Site B
3. Connect to Site IP on Cluster C, run the log collection for any Appliances on Site C

Resolution:
Dell Technologies Engineering is investigating this issue. Contact the Dell Technologies Customer Support Center or your service representative for assistance and reference this KB article ID.