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DW Blackjack RACK - Collecting the Technical Support Report with Lifecycle Controller

Updated

Collecting the Technical Support Report via Lifecycle Controller

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Affected Roles: Administrator, Power Users

Last Edit: September 11, 2025

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Technical Support Report (TSR)

DW Blackjack RACK server users have a variety of ways to collect system data to provide a Technical Support Report (TSR) if needed. In scenarios where operating system and hardware issues require the involvement of Dell and their representatives, using Dell Support tools should be used to acquire the Tech Support Report as requested by the support team.

This article provides directions for collecting a Technical Support Report using the Lifecycle Controller embedded management tool.

 

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Supported/Affected Devices:

  • DW Blackjack RACK 2U Server Series

 

Additional Equipment Requirements:

  • A USB flash drive using FAT32 format

 

Collecting the TSR via Lifecycle Controller

To collect the TSR from a Blackjack RACK server:

  1. Power on the server and press the F10 key as the system begins to boot. This will allow you to enter the Lifecycle Controller.

 

  1. Once in the Lifecycle Controller, select “Hardware Diagnostics” from the list on the left side of the display, then select “Export SupportAssist collection”.

 

 

  1. You will be prompted by the Terms and Conditions screen. Check the box to Agree, then select “Next” at the bottom of the screen.

  2. Select the data that is to be reported. Select ALL available options.
    If any are greyed out, select what you can, then click “Next” at the bottom of the screen.

  3. Insert your USB flash drive and select the device from the dropdown menu. Click “Next” at the bottom of the screen.
    Select “Finish” to complete the process.

  4. If you have already established communications with DW Technical Support, respond to your ticket with the TSR.

 

IMPORTANT: If there are any errors reported by the Lifecycle Controller, or if the Lifecycle Controller is inaccessible, please contact DW Technical Support and be ready to provide images of the errors.

 

A Note About Attachments

The TSR file is often too large to attach to emails. It is recommended to instead use a third-party cloud storage service (e.g., Google Drive, DropBox, FileShare, etc.) to provide your attachment. Be sure to allow full permission to anyone with the link. This will ensure that the Support Team can quickly review the TSR without requesting permission to download.

Avoid sending compressed (.ZIP) files as we are less likely to open this file type for security reasons. Instead, upload each file individually to the sharing application of choice so that your technician can check the file before opening or downloading it. 

 

 

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For More Information or Technical Support

DW Technical Support: https://www.digital-watchdog.com/contact-tech-support/

DW Sales: sales@digital-watchdog.com | www.digital-watchdog.com

Rev: 06/25                              Copyright © DW. All rights reserved. Specifications and pricing subject to change without notice.                            

 

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