Howtogatheradiagnosticreportfrom yourDellEquallogicArrays

AsapartoftheproblemresolutionorRMAprocess,theCustomerSupportteammayaskyou togatherdiagnosticinformationfromoneormoreDellstoragearrays.

GatheringdiagnosticsfromthearrayGUI
Withthearrivalof4.xfirmwareyoucannowgatherthediagnosticreportfromtheGUI. Note:ThisoptionwillrequirethatyouhaveanSMTPserverconfiguredandworking.Ifnot, pleaseseethesectionGatheringDiagnosticsfromtheCLIbelowforhowtorunthediag commandfromtheCLI TheDiagnosticprocessgathersinternalstateandconfigurationdatafromanarray,encodesit fortransmission,andsegmentsitintoanumberoffiles,whicharestoredonthearrayinan areareservedfordiagnosticuse.Thedatagathereddoesnotincludeanyuserdata,eitherfrom thedisksorfromthecache,nordoesitincludeanygroupaccountpasswordsorotheraccess information. IntheGUI,selecttheToolsmenuatthelowerlefthandcorner.SelectDiagnosticReports amenuwillbedisplayedtostartthediagnosticprocess.

 Thismenuwillallowyoutoselectaspecificmemberorallmembers.

SelecttheoptionthetechnicianrequestedandpressOKThetechnicianmayaskyoutoadd theiremailaddresstothelist.

IntheGroupMonitoringsection,underOperationsyouwillseetheprogressofthediagnostic gatheringprocess.

GatheringdiagnosticsfromtheCLI
The"diag"commandrunsaprogramthatgathersinternalstateandconfigurationdatafroman array,encodesitfortransmission,andsegmentsitintoanumberoffiles,whicharestoredon thearrayinanareareservedfordiagnosticuse.ThedatagathereddoesNOTincludeanyuser data,eitherfromthedisksorfromthecache,nordoesitincludeanygroupaccountpasswords orotheraccessinformation. ForarrayswithFirmware2.x/3.xyoumustusethecommandlineinterface(CLI)"diag" commandorifforsomereasonyoucannotaccesstheGUIona4.xfirmwarearray. Theoutputfilesfromthe"diag"commandarekeptonthearrayuntiltheyaremanuallydeleted oroverwrittenbythenextinvocationofthecommand. The"diag"commandgathersdataonlyfromthearrayonwhichitisrun.Ifyouhaveagroup withmultiplemembers,youmayneedtorunthecommandseparatelyoneacharray,if instructedtodoso.Youwillneedtoeitherconnecttotheserialportofeachmemberoruse oneoftheGbEEthernetportIPaddressesforeachmember. Oncethe"diag"commandcompletes,therearethreeoptionsavailableforretrievingthedata fromthearray:

Ifemailnotificationisenabledonthearray,andthearrayhasanactivenetwork connection,the"diag"commandwilltrytosendtheoutputsegmentstotheaddresses ontheemailnotificationlist.Eachsegmentwillbedeliveredasaseparate,plaintexte

mailmessage,withtheencodedinformationinthebodyofthemessage.Therecanbe uptosixemailmessages,dependingonhowmuchdataisbeingdelivered.

Ifthearrayhasanactivenetworkconnection,youalsohavetheoptionofusingFTPto retrievethedatafromthearray.StepsforusingFTPappearlaterinthisarticle. Asthe"diag"commandcompletes,youaregiventheoptionofhavingtheoutput directed(dumped)totheconsole,whereyoucanusethetextcapturefeatureofyour TelnetorSSHclientorterminalemulatorprogramtocapturetheoutput.Thisoptionis alwaysprovided,incaseemailnotificationorFTPaccessisnotfunctioning.

RunningthediagCommand
Thestepsforrunningthe"diag"commandareshownnext: 1. Connecttothearrayusingoneofthesemethods:
o o o

ATelnetsession. Asecureshell("SSH")session. Aterminalemulatorprogramonasystemthatisconnecteddirectlytoaserial port(Port0)ontheactivecontrolmodule, 1. TheactiveCMisthecontrolmodulethathasthe"ACT"LEDlit 2. Use9600baud,8data,1stopbitandnoflowcontrol. 3. Ifusingalaptop,connecttothesameACsourceasthearraytoinsurea commongroundfortheserialports.

IfyouuseSSHorTelnet,youMUSTconnecttoanIPaddressthathasbeenassignedto oneofthearray'snetworkinterfaces.Thiswillensurethatyouareconnectedtothe correctarrayiftherearemultiplegroupmembers.DONOTconnecttothegroupIP address. 2. Onceconnected,logintothegrpadminaccount.ThepromptfortheGroupManagerCLI appears. 3. Invokethe"diag"commandasfollows:

GroupA>diag

Instructionalinformationwillappear.Whenpromptedtoproceed,enter"y". Thediagnosticdatagatheringwilltakeseveralminutestocomplete.Aprogress

indicatorwillbeupdatedregularly.Notethattherearesomeplaceswheretheindicator mayappeartostallforawhile,especiallyonarraysthatarebusyorhavebeenupfora longtime(andthereforehavemorehistoricaldatathatneedstobeencoded).Pleasebe patient. 4. Oncethedatagatheringiscomplete,ifemailnotificationisconfigured,thecommand willattempttosendtheresultsusingemail,asdescribedabove.IfFTPaccessappears tobeavailable,informationexplainingthisprocedurewillappear(alsodescribed below),includingtheIPaddress(es)towhichyoumustconnectwhenusingFTPto obtainthedata. 5. Finally,youwillbepromptedwhetheryouwanttodirecttheoutputtotheconsole.If neitheremailnorFTPaccessisavailable,thisisyouronlyoptionforretrievingthedata fromthearray.However,ifemailorFTPaccessisavailable,werecommendthatyou useoneofthosemethodsfirst,becausetheyaremoreconvenientandquickerthan capturingtheconsoleoutput. Itisstronglyrecommendedthatyoudonotrespondnegativelytothepromptuntilyou arecertainthattheemailnotificationworkedoryouareabletoobtainthedatawith FTP. Ifyouwanttodirecttheoutputtotheconsole,firstenablethetextcapturefeaturein yourTelnet,SSHorterminalprogram,andthenenter"y"attheprompt.When promptedagain,pressthe<Enter>key.Afterthedatafinishesdumpingtothescreen, disablethetextcapturefeatureinordertoclosethefilethatnowcontainsthe diagnostictext. 6. Onceyouhaveretrievedtheemailmessagesorfileswiththediagnosticdata,send themtoEqualLogicCustomerSupport,asdirectedbythesupportengineerwithwhom youareworking.

RetrievingDiagnosticDatawithFTP
TouseFTPtoretrievedatafilescontainingtheoutputofthe"diag"command,connecttothe arrayusinganyftpclient,loginasthegrpadminuser,andobtainallthefilesthathave".dgo" (shortfor"diagnosticoutput")asafilenameextension.Toavoidanyissueswithline termination,itisrecommendedthatyoutransferthefilesinbinarymodeifthatoptionis available. HereisanexampleusingtheMicrosoftWindowsftpclientrunfromtheWindowsCommand Prompt.NotethatthisisrunfromtherootdirectoryoftheC:drive.(boldedtextindicatestext thatyoutype): WhereyoustarttheFTPprocessiswherethefileswillbetransferredto.Pleasemakenoteof thissoyoucanattachthemlater.Pleaseattachthemtoanemailandsendthemto:cs technicalsupport@equallogic.comwiththecasenumber.
C:> ftp 192.168.100.51 Connected to 192.168.100.51. 220 192.168.100.51 FTP server (NetBSD-ftpd 20001218) ready. User (192.168.100.51:(none)): grpadmin 331 Password required for grpadmin. Password: xxxx 230 User grpadmin logged in. ftp> binary 200 Type set to I. ftp> mget *.dgo 200 Type set to I. mget Seg_1.dgo? y 200 PORT command successful. 150 Opening BINARY mode data connection for 'Seg_1.dgo' (246807 bytes). 226 Transfer complete. ftp: 246807 bytes received in 0.17Seconds 1434.92Kbytes/sec. mget Seg_2.dgo? y 200 PORT command successful. 150 Opening BINARY mode data connection for 'Seg_2.dgo' (662745 bytes). 226 Transfer complete. ftp: 662745 bytes received in 0.28Seconds 2358.52Kbytes/sec. mget Seg_3.dgo? y 200 PORT command successful. 150 Opening BINARY mode data connection for 'Seg_3.dgo' (374764 bytes). 226 Transfer complete. ftp: 374764 bytes received in 0.20Seconds 1846.13Kbytes/sec. ftp> close 221Data traffic for this session was 1284316 bytes in 3 files. Total traffic for this session was 1284316 bytes in 3 transfers. 221 Thank you for using the FTP service on 192.168.100.51. ftp> bye C:>

Retrievingdiagsviathebrowser
In the browser URL enter: ftp://grpadmin@<IP address>

Highlight the Seg_*.dgo files and copy them to your local machine and mail them to the cs-technicalsupport@equallogic.com with the case number.