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Integrated Dell Remote Access Controller 9 Version 3.21.21.21 User's Guide

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Generating SupportAssist Collection

For generating the OS and Application logs:
  • iDRAC Service Module must be installed and running in Host Operating System.
  • OS Collector, which comes factory installed in iDRAC, if removed must be installed in iDRAC.

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 generate a health report of the server and then export the Collection log:
  • To a location on the management station (local).
  • To a shared network location such as Common Internet File System (CIFS) or Network File Share (NFS). To export to a network share such as CIFS or NFS, direct network connectivity to the iDRAC shared or dedicated network port is required.
  • To Dell EMC.
The SupportAssist Collection is generated in the standard ZIP format. The collection may contain the following information:
  • Hardware inventory for all components (includes system component configuration and firmware details, Motherboard System Event Logs, iDRAC state information and Lifecycle Controller logs).
  • Operating system and application information.
  • Storage Controller logs.
  • iDRAC Debug Logs.
  • It contains an HTML5 viewer, that can be accessed once the collection is complete.
  • The collection provides a massive amount of detailed system information and logs in a user friendly format that can be viewed without uploading the collection to the Tech Support site.

After the data is generated, you can view the data which contains multiple XML files and log files.

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

On Windows, If WMI is disabled, OS Collector collection stops with an error message.

Check the appropriate privilege levels and make sure there is no firewall or security settings that may prevent from collecting the registry or software data.

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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