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    DIVAR IP - Ticket Requirements

    In order to quickly offer a technical solution or to provide a professional advice for the next analysis steps, the Central Technical Support team needs to get some general and basic information.

    Ticket content should always be well summarized and structured in order to receive a quick and appropriate feedback.

    This article lists the concrete instructions for collecting logs or other important information for issues with DIVAR IP. We will classify the different issue scenarios. Depending on the issue, this article lists the required logging to start the initial troubleshooting process.


    Central_Support_0-1672908228434.pngUnit information


    • Detailed problem description


    Central_Support_0-1672908228434.pngSymptom specific and Logging Information



    Mandatory information

    Not booting

    Serial Number

    Registration form

    Video with the front of the unit during the boot sequence, where the beep codes are audible and the LEDs on the front of the unit are visible

    Video or picture of the screen – where it is visible whether the unit passes the POST and that the RAID 1 and RAID 5 are properly configured

    Video or picture of any error message visible on the screen (if the case)

    IPMI logs (if the case)

    Information on whether the unit worked before or not


     Unit does not power up



    Serial number

    Registration form

    Pictures with back LEDs from the power supply

    This is required for/ when Power Supply failure, Unit does not power up


    Picture with the front panel of the unit


    What is the result if checking with another power cord?

    IPMI logs

    These are required for/ when Device does not power up, No video is shown on the Monitor, BIOS issues

    Super Doctor logs

    These are required for/ when Power Supply failure, Unit overheating. Can be requested to see the general health of the unit.



    Both SSDs failed



    Serial number

    Registration form 

    Picture where the status of the RAID 1 and of the member disks is visible.

    This is requested in general to see the status of the unit  (LED’s). E.G. Red LED is on next to a faulty HDD, RED LED indicates a power  delivery issue


    Serial number of the faulty SSDs


     One SDD failed

    Serial number

    Registration form

    Print screen from the Intel® Solid State Drive Toolbox with the drive summary where the drive health is visible

    Print screens with the SMART attributes state or a .csv export

    Serial number of the faulty SSD


    Failed HDD


    Serial number

    Registration form

    Picture with the HDD LED on the front of the unit.

    This is requested in general to see the status of the unit  (LED’s). E.G. Red LED is on next to a faulty HDD, RED LED indicates a power  delivery issue.


    MegaRAID logs and a print screen of the "Physical" tab in MegaRAID where the drive status is visible.

    This is required for/ when HDD failure, RAID controller failure, Windows can't detect the HDD’s, RAID volume issues.


    Photo of the failed HDD label where HDD model and serial number are visible

    LSIget data capture script

    • Run the LsiGet script from your OS and send us the logs for analysis. You can find instructions at the following URL or by accessing: LSIget data capture script.pdf
    • LSIget data capture script Manager is required for/ when, for example:
      • Same as point above with MegaRaid, but is requested only by Central Technical Support team in certain cases for deep investigations


    Failing RAM module/PSU/ RAID controller or other HW symptoms

    Serial number

    Registration form

    Super Doctor logs/ print screens

    These are required for/ when Power Supply failure, Unit overheating. Can be requested to see the general health of the unit

    IPMI logs

    These are required for/ when Device does not power up, No video is shown on the Monitor, BIOS issues



    • What does IPMI refer to?

      Intelligent Platform Management Interface (IPMI) is a set of computer interface specifications that provide out-of-band management for servers and other devices. It allows for management and monitoring of server hardware, including system temperature, voltage, and fan speed, as well as the ability to remotely power on, power off, and reset the system. Additionally, IPMI provides a way to remotely access the server's console, similar to physically sitting in front of the server. This allows for remote management and troubleshooting of servers, even when the operating system is not responding.


      IPMI (Intelligent Platform Management Interface) logs provide information about the status and events of a server's hardware and components, such as temperature, voltage, and fan speed. They can also provide information about system events, such as power on/off and system resets, as well as user actions, such as login attempts. This information can be used to troubleshoot and monitor the health of the server.


    Central_Support_0-1672908228434.pngGeneral Information


    If Central Technical Support Team (CTS) suspects that the customers might have a faulty part of a DIVAR IP unit, they will request the general information below. The sooner CTS team will have the delivery details, the better. You can send the delivery details from the first interaction that you have with CTS team: