Symptoms

The iDRAC9 SupportAssist utility can create a SupportAssist collection, also known as a Technical Support Report (TSR). The iDRAC provides an application interface for gathering platform information that enables support services to resolve platform problems. The iDRAC generates a SupportAssist collection of the system. It saves the collection locally. The SupportAssist collection, or Technical Support Report, can then be used to troubleshoot a system. Note: For Dell systems with iDRAC7 or iDRAC8, reference Export a SupportAssist Collection over iDRAC7 and iDRAC8.

Cause

Not applicable

Resolution

How to Extract SupportAssist Logs Using iDRAC9 Duration: 00:01:34 (hh:mm:ss)Closed caption (subtitles) language settings can be chosen using the CC icon on this video player. To export a SupportAssist Collection using the iDRAC9: Note: How to configure the Integrated Dell Remote Access Controller 9 (iDRAC9) with Lifecycle Controller network settings? explains how to configure the Integrated Dell Remote Access Controller. Log in to the iDRAC UI (Figure 1). Figure 1: iDRAC9 SupportAssist Collection Menu Click Maintenance, and then click SupportAssist (Figure 1). Note: If the server is not registered for SupportAssist, the SupportAssist Registration Wizard is displayed. Registration is optional. If registration is not wanted, click on Cancel, and then click Cancel Registration. Registration must be completed to automatically send the collection to Dell Support. Click Start a Collection (Figure 1).Select the datasets to include in the collection. Optionally, proceed with the default selection. Note: OS and Application Data requires the iDRAC Service Module (iSM) be installed and running. For more information, reference Support for Dell iDRAC Service Module. iSM is an optional software application that can include relevant OS and Application Data in the SupportAssist collection. The Operating System and Application Data option is disabled and not selectable if either the iDRAC Service Module is not installed and running or if the Operating System BMC/iDRAC Passthrough is disabled in the iDRAC. Collection Preferences: Select datasets that should be filtered for Personally Identifiable Information (Figure 2). Figure 2: iDRAC9 Collection Preferences Select the destination to save the collection to. Note: If the Save to Network option is selected, the provided network details is saved as default for all future collections. Note: As of iDRAC9 FW 7.0 and newer it is no longer possible for an iDRAC SupportAssist collection to be directly sent to Dell. Save locally option saves the generated collection on the local system. Note: A popup will show a message to save compatced file to open in your browser. Certify that this popup is not blocked. Save to Network option saves the generated collection to a defined CIFS or NFS share location. Click Collect to proceed with Collection generation.Accept the End User Level Agreement (EULA) to continue the process. Note: Updating the system's drivers and firmware may resolve many of the issues that are captured in a SupportAssist collection. For more information, reference Updating Firmware and Drivers on Dell PowerEdge Servers.Access iDRAC9 documentation by selecting the installed firmware version and then documentation.

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