Exporting Dell SupportAssist Logs

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Affected Roles:  Owner, Administrator

Last Edit:  May 9, 2023

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Dell SupportAssist Logs

The Integrated Dell Remote Assist Controller (iDRAC) SupportAssist utility can be used to create a collection of system data, also known as a Technical Support Report (TSR). This collection of information can be used by support services when attempting to resolve platform and system related issues.

This article will outline how to generate and export SupportAssist Logs from the iDRAC when seeking help from Dell Support.

 

Supported/Affected Devices:

• DW Blackjack RACK Server Series
  • DW-BJRR2UxxT, DW-BJRR2UxxTLX, DW-BJRR2UxxTS
  • DW-BJRR2PxxT, DW-BJRR2PxxTLX, DW-BJRR2PxxTS
  • DW-BJRR2XxxT, DW-BJRR2XxxTLX, DW-BJRR2XxxTS

 

Generating a Dell SupportAssist Collection

iDRAC generates a SupportAssist collection of the server and then exports the collection to local storage, a shared network location (FTP, TFTP, HTTP, HTTPS, etc.) or to Dell technical support for troubleshooting and inventory collection.

Before you can use iDRAC to generate a SupportAssist Collection, the iDRAC must be setup. For more information, you may use the article “DW Blackjack RACK – Setting Up iDRAC”.

 

Windows Operating System

1. Open a web browser and enter the IP address that was set up for the iDRAC in the iDRAC Network Settings then log in.

The default password for iDRAC login is:

• Username:  root
• Password:  calvin

Otherwise, you can locate the secure password on the back of the Dell Service Tag under “iDRAC Default Password”.

 

2. After logging in, click the “Maintenance” tab then select the “SupportAssist” tab.

Click on “Start a Collection”.

 

**NOTE:  If the server is not registered for SupportAssist, the SupportAssist Registration wizard will display. Registration is optional but must be completed to automatically send collections to Dell EMC Support. Otherwise, collections will need to be saved manually as outlined in the following instructions below.

 

3. In the SupportAssist Collection menu, select which datasets will be provided in the collection. Otherwise, proceed with the default selections.

 

4. Select the destination for where the collection will be saved.
   • Send Now:  If the server is registered for SupportAssist workflow, this option will be enabled. Selecting this option will transmit the generated collection directly to Dell EMC Support.
   • Save Locally:  Selecting this option will save the generated collection within the locals system’s storage.
   • Save to Network:  Selecting this option will save the generated collection to the defined SIFS or NFS sharing location as set within the iDRAC settings.

 

5. Click the “Collect” button to proceed with generating the report.

Accept the End User Level Agreement (EULA) to continue the process.

 

Ubuntu Linux Operating System

1. From the Ubuntu desktop, press the CTRL+ALT+T keys to open the Terminal application then enter the command:

When prompted, enter the root-level password for the superuser profile of the system. The entry will be hidden while entering the password.

The current default login for DW Blackjack is:

• Default Password: Dw5pectrum

 

2. Enter the following commands:

 

3. The log collection will take several minutes to run. When it has completed, a message will display to confirm the successful export.

 

Outside of Operating System

1. During system bootup, press the F10 key to boot into the Lifecycle Controller.
2. Select “Hardware Diagnostics” then click “Run Hardware Diagnostics”.
3. Agree to the Terms and Conditions then select the type of log data that you want to export.
4. Under Export Settings, select the location where the tsr.zip file will be stored when exported.
5. A confirmation message will be displayed once the export has completed.

 

 

For More Information or Technical Support

DW Technical Support:  866.446.3595 (option 4)

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

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DW Sales:  866.446.3595                   [email protected]        www.digital-watchdog.com