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iDRAC 8/7 v2.30.30.30 User’s Guide

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Generating SupportAssist Collection

If you have to work with Tech Support on an issue with a server but the security policies restrict direct internet connection, then you can provide Tech Support with necessary data to facilitate troubleshooting of the problem without having to install software or download tools from Dell and without having access to the Internet from the server operating system or iDRAC. You can send the data from an alternate system and be certain that the data collected from your server is not viewable by non-authorized individuals during the transmission to Tech Support.

You can generate a health report of the server and then export the report to a location on the management station (local) or to a shared network location such as Common Internet File System (CIFS) or Network File Share (NFS). You can then share this report directly with the Tech Support. To export to a network share such as CIFS or NFS, direct network connectivity to the iDRAC shared or dedicated network port is required.

The report is generated in the standard ZIP format. The report contains information that is similar to the information available in the DSET report such as:
  • Hardware inventory for all components
  • System, Lifecycle Controller, and component attributes
  • Operating system and application information
  • Active Lifecycle Controller logs (archived entries are not included)
  • PCIe SSD logs
  • Storage controller logs
  • NOTE: TTYLog collection for PCIe SSDs using the SupportAssist feature is not supported on Dell 12 th generation PowerEdge servers.

After the data is generated, you can view the data. It contains a bunch of XML files and log files. The data must be shared with tech support to troubleshoot the issue.

Each time the data collection is performed, an event is recorded in the Lifecycle Controller log. The event includes information such as the interface used, the date and time of export, and iDRAC user name.

You can generate the OS Application and Logs report in two ways:
  • Automatic — Using iDRAC Service Module that automatically invokes the OS Collector tool.
  • Manual — By manually executing the OS Collector executable from the server OS. iDRAC exposes the OS Collector executable to the server OS as a USB device with label DRACRW.
  • NOTE:
    • OS Collector tool is not applicable for Dell Precision PR7910 systems.
    • The OS log collection feature is not supported on CentOS operating system.
Before generating the health report, make sure:
  • Lifecycle Controller is enabled.
  • Collect System Inventory On Reboot (CSIOR) is enabled.
  • You have Login and Server Control privileges.

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