DIVAR IP - Ticket Requirements

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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.

Unit information

• Detailed problem description
• Has the unit been registered using the registration information that was in the unit shipping box?
      (if not, please fill in the form, which can be downloaded from here)
• Unit information
  • Model Name
  • Full Model Number
  • Serial Number
  • Mat/N
• Clear picture of the faulty unit label so that the serial number is visible

 

Symptom specific and Logging Information

 

1. Faulty HDD

• Picture with the front panel of the unit
  • E.g.:
    
    
    

  • Picture with the front panel of the unit is required for/ when, for example:

    • 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
      
      

• Picture from the MegaRaid Storage Manager (Dashboard, Physical, Logical)
  • E.g.:
    
    
    

  • Picture from the MegaRaid Storage Manager is required for/ when, for example:

    • HDD failure, RAID controller failure, Windows cant detect the HDD’s, RAID volume issues

• MegaRaid logs: 
  • How to collect MegaRAID logs for DIVAR IP 6000/7000 R2?
    
    

  • MegaRaid logs are required for/ when, for example:

    • HDD failure, RAID controller failure, Windows cant detect the HDD’s
      
      

• 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

 

2. Faulty SSD

• Picture of the RAID 1 status
  
  • E.g.: Start the unit and press F7 during the BIOS power-on-self-test and afterwards select Raid 1 setup:
    
    
    

  • Picture of the RAID 1 status is required for/ when, for example:

    • Unit can't boot into Windows, one SSD failed, Entire RAID 1 failed

3. DIVAR IP unit not booting

• 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 of the screen
• Information on whether the unit worked before or not

 

4. DIVAR IP unit does not power up

• Pictures with back LEDs from the power supply
  • E.g.:
    
    
    

  • Pictures with back LEDs from the power supply is required for/ when, for example:

    • Power Supply failure, Unit does not power up

• IPMI information/logs: please refer to the following article 
  • How to remotely view and collect the system's event log through IPMI?

  • IPMI logs are required for/ when, for example:

    • Device does not power up, No video is shown on the Monitor, BIOS issues

  • What does IPMI refer to?
    
    Spoiler

    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.

• Picture with the front panel of the unit
  • E.g.:
    

• What is the result if checking with another power cord?

• Super Doctor logs and print screens: please refer to the following article 
  • How to Collect Support Data of DIP 6000 R2/ 7000 R2 with SuperDoctor 5 (SD5)

  • Super Doctor logs and print screens are required for/ when, for example:

    • Power Supply failure, Unit overheating. Can be requested to see the general health of the unit

Other issues 

If you have other HW symptoms than the ones already mentioned above, please note that CTS could ask you to provide them with the information below, depending on the behavior of your unit:

• IPMI information/logs: please refer to the following article 
  • How to remotely view and collect the system's event log through IPMI?

  • IPMI logs are required for/ when, for example:

    • Device does not power up, No video is shown on the Monitor, BIOS issues
      
      

• Super Doctor logs and print screens: please refer to the following article 
  • How to Collect Support Data of DIP 6000 R2/ 7000 R2 with SuperDoctor 5 (SD5)

  • Super Doctor logs and print screens are required for/ when, for example:

    • Power Supply failure, Unit overheating. Can be requested to see the general health of the unit

General 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:

• Contact name (person) delivery 
• Contact number (tel.) delivery 
• Contact e-mail delivery 
• Delivery location company name (co location) 
• Street name 
• House number 
• Zip code 
• City 
• Country 
• Specific directions for delivery (Reception, Warehouse… etc. )