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1 HPE Knowledge Article HPE Storage/SAN - Complete Log Collection Steps Article Number mmr_sf-en_us Environment HPE Disk-based Products - 3PAR/StoreServ, EVA/MPX, MSA, StoreVirtual/P4000/LeftHand, VMA/VIOLIN ARRAYS, Ibrix/StoreAll, NAS/StoreEasy HPE Tape-based Products - StoreEver MSL/EML/ESL/Tape Drive, Libraries, VLS, StoreOnce/D2D HPE SAN Products - B-Series Switches, C-Series Switches, H-Series Switches Issue Log Collection Procedures Cause Resolution Log collection steps are listed based on product type and log type in the below tables. HPE SAN Products Log Name Steps to Generate Logs HP B-series switches C-series switches Supportshow MPR log collection Tech support log 1. Telnet to the switch or SSH to the switch using the management IP address using a client like Putty. 2. Enable logging option in putty. 3. Run the command supportshow and capture the output it generates in a text file and it. To collect logs from any B-series switch/mpr: From the CLI, enter the command supportsave. User will be prompted for the IP address, username, and password for a local FTP/SCP/SFTP server (Accessible from the switch) for the data to be saved to. 1. Telnet to the switch or SSH to the switch using the management IP address using a client like Putty. 2. Enable logging option in putty. 3. From the CLI, run the command show tech-support detail, and log the output to a text file. From the server, launch Server Management Console (SMC) and collect the data and then do the same on the client. The management application has two parts: The Server and the Client. The Server is

2 DCFM BNA DCFM BNA logs installed on one machine and stores SAN-related information, it does not have a user interface. To view SAN information through a user interface, make sure to log in to the Server through a Client. If running Professional Edition, the server and the client must be on the same machine. 1. START, All Programs, DCFM/BNA [revision], Server Management Console. The Technical Support Information tab of the SMC allows to capture technical support information, such as server data for all services. This information is saved in a zip file in a location specified. 2. Select the Technical Support Information tab. 3. Click Browse to select the path where the supportshow data will be saved. If an output path is not specified, the Management application automatically save the data to the <Install DIR>/support directory. 4. Click Capture. The SMC displays a confirmation message when the capture is complete. H-series switches H-series logs H-series (Qlogic) log collection - Can be done either via QuickTools or CLI: A. QuickTools: 1. From QuickTools menu, select Switch Download Support File This will bring up a file dialog box. The switch will create a file called dump_support.tgz and place the file in the QuickTools default directory. 2. When the user clicks the Start button, messages will appear that the Support file is being created, downloaded, and eventually, saved. B. CLI: From the CLI, enter the command create support. This will create the dump_support.tgz file and place it in the images directory for FTP access. In addition, this command will prompt the user for a remote FTP server to automatically send the file. HPE Tape-Based Products Log Name Steps to Generate Logs StoreEver MSL/EML/ESL/Tape drive LTO Drive Assessment Test and to generate a support ticket Support ticket (ESL/EML) 1. If Library Tape & Tools (L&TT) is not installed on the Server, Download and install L&TT. Click here to download L&TT. 2. Stop backup software and all its services. 3. Open L&TT tool, select Hardware Scan and NT Miniport and click on Continue. 4. After the scan is complete, click on By product tab. 5. Highlight the affected Library and click on Test button on top. The Tests screen opens with the Test Execution tab selected. 6. Select the checkbox next to the Library, select Device analysis for device analysis test. 7. Select the checkbox next to the affected Drive for Drive assessment Test from the test group and click on the Start test button. NOTE: Please use a new blank tape cartridge as the Drive Assessment Test is a destructive test and will delete any of the data on the tape cartridge. 8. Now click on the Support button on top and click on Extract Device Data. 9. Click on save support ticket, select the appropriate location to save the report file. 10. Please send the saved support ticket in a reply to this Login into CommandView TL, then in the Library window, click the Support tab. 2. In the left panel, select Support Ticket. A list of the support tickets that generated appears in the right panel. 3. Select Actions, Launch Support Ticket Wizard. The welcome screen of the wizard appears. 4. Click Next. Page 1 of the wizard appears. 5. Enter a name for the new support ticket and select the components to be included in the support ticket. 6. Click Next. Page 2 of the wizard appears. 7. Read the note, select the check box to confirm, and click Next. The progress screen appears. 8. When the support ticket is complete, click Finish. The new support ticket appears in the right panel. Telnet to the library IP address and run the commands to collect support tickets: Save drive lttsupportticket

3 Libraries VLS StoreOnce D2D G1 and G2 StoreOnce D2D G3 and B6200 Supportticket VLS support ticket Support ticket Support ticket Save interface lttsupportticket Save library lttsupportticket Save mgmt lttsupportticket Once generated these may be retrieved by ftp to the library IP address. CAUTION: Each time a support ticket is generated, it uses the same filename. (supportticket.zip) and overwrites the previous support ticket. 1. Login in CommandView VLS, then select the System Tab. 2. In the left navigation pane, click Chassis. 3. In the right pane, under Maintenance Tasks, click Support Ticket. NOTE: A spinning hour glass indicates the support ticket is generating. 4. When the system is finished generating the support ticket select Download Support Ticket Package. 5. A File Download dialog appears. Click Save and choose a file location. 6. Upload support ticket to FTP site provided. 1. Login to D2D system as an admin. 2. Click Administration tab at the top. 3. Click Support tab. 4. Click the Generate Support Ticket and save the file in a location to be ed. 5. After support ticket is generated and saved, please attach the file to a reply to this Login to StoreOnce Management Console as an admin. 2. In the left panel, expand the Device Configuration section. 3. In the Left panel, expand the Support Ticket section. 4. Click the Collect button at the top right and enter any file name to label the ticket and press OK. 5. After support ticket is generated, select the latest support ticket and select Download at the top right. 6. Upload ticket to FTP site provided. HPE Disk-Based Products Log Name Insplore logs Steps to Generate Logs 1. Log into SPOCC by opening a browser window and place the IP address of the Service processor on the address bar and login. 2. Click on Support. 3. Under the Action box Click on Insplore. 4. Another window will open up and show the status of Insplore log collection. This will take several minutes to finish. 5. When finished Click on Files on far left top. 6. Click on files folder. 7. Click on the folder that is the system serial number. 8. Click on insplore and click on download to save the file. 3PAR/StoreServ Performance Analyzer logs 1. Open the HP 3PAR Service Processor Onsite Customer Care (SPOCC) by opening a browser window and place the IP address of the Service processor on the address bar and login. 2. Click on Support. 3. Under Action box click on Performance Analyzer. 4. This will bring up a new Performance Analyzer window. Click on Select All. 5. The default is 60 minutes duration and 10 second intervals. Adjust if needed but default should be enough for normal situations. 6. Click on Launch Performance Analysis Tool. 7. When finished Click on Files on far left top. 8. Click on files folder. 9. Click on the folder that is the system serial number. 10. Click on perf_analysis folder. 11. The latest PerfAnalysis.tbz2 file should be at the top. Click on Download under Action.

4 Product Log Name Steps to Generate Logs EVA EVA log capture with Command View 10.x EVA log capture with Command View v9.x 1. Login into CommandView EVA, then click on the name of the EVA on the left. 2. Note the Node World Wide Name (WWN) of the EVA in the right pane (Last 4 digits will suffice). 3. Click on Settings in the lower left corner of the Command View window. 4. From the P6000 Command View Management Properties page click on Management Options. 5. From the Management Options page click the button near the bottom labeled Capture System Information. 6. Find the WWN that coincides with the WWN noted in Step Check the boxes labeled Controller Termination Events, Controller Events, and Controller Configuration Dump. 8. Click on the Capture System Information button at the top of the right pane. 9. The right pane will transition to another window. Command View may stay on this window for some time while it gathers the requested files. NOTE: It is important to not to navigate away from this screen as it will stop the log capture and there will be no prompt to save the log file capture. 10. When prompted make sure to save the.zip file generated containing the logs. 1. Login into CommandView EVA, then click on the name of the EVA. 2. Note the Node WWN of the EVA in the right pane (Last 4 digits will suffice). 3. Click Server Options from the upper right corner of Command View window. 4. Click the Capture System Information button on the Server Options screen. This will take to a screen that has check box options for each EVA based on WWN. 5. Find the WWN that coincides with the WWN noted in Step Check the box for Controller Termination Events, Controller Events, and Controller Configuration Dump. 7. Click the Capture Selected Information button at the top of this screen. 8. The right pane will transition to another window. Command View may stay on this window for some time while it gathers the requested files. NOTE: It is important to not to navigate away from this screen as it will stop the log capture and there will be no prompt to save the log file capture. When prompted make sure to save the.zip file generated containing the logs. MPX100/110 logs 1. Telnet into MPX device. 2. Login details: guest / password. 3. Change to admin mode: issue admin start. 4. Password is: config. 5. Issue command save capture > creates file System_Capture.tar.gz 6. Issue command save traces > creates file System_Asic_Trace.tar.gz 7. Issue command save logs > creates file System_Evl.tar.gz 8. Copy the created files using ftp to an external source that is, from a PC to the MPX device use: a. Username: ftp b. Password: ftp c. After login issue bin or I to use binary mode d. Issue mget * and answer with y to get the files. 9. Leave admin mode: admin stop. 10. Leave MPX device: quit MPX MPX200 support data When telnet into the MPX200, user is at the Chassis Level and needs to select which blade in the chassis to configure/manage by using the blade [1 2] command. 1 = Left blade. 2 = Right blade. Procedure: 1. Telnet into MPX200 device. a. Enter guest at the Login prompt. b. Enter password at the Password prompt. If the password was changed, then enter that password. 2. At the Chassis Level, enter blade n at the mpx200#> prompt, where n is the number of the blade in the chassis being connected. 3. Enter admin start at the mpx200 <n> prompt, where n is the number of the blade currently selected in the chassis. 4. Enter the default password config. If the password was changed, then enter that password. 5. Issue command save capture > creates file System_Capture.tar.gz 6. Issue command save traces > creates file System_Asic_Trace.tar.gz (if there are any traces available).

5 info 7. Issue command save logs > creates file System_Evl.tar.gz 8. Copy the created files using ftp to an external source, that is from a PC to the MPX200 device use from the CLI: a. ftp <mpx management ip address>. b. Username: ftp. c. Password: ftp. d. After login, issue bin or I to use binary mode. e. Issue mget * and answer with y to get the files. 9. Leave admin mode: admin stop. 10. Leave MPX200 device: quit. 11. The file(s) are saved in the c:\documents and settings\<username logged into windows folder. Product Log Name Steps to Generate Logs MSA2000 G1 GUI capture 1. Login into SMU, then Select Manage, Utilities, Debug Utilities, Save Logs To File. 2. Type contact information and any comments (If required). 3. Under File Contents, select the logs to include in the file. By default, all logs are selected. 4. Click Generate Log Information. When processing is complete, a summary page is displayed. 5. Review the summary of contact information, comments, and selected logs. 6. Click Download Selected Logs To File. 7. If prompted to open or save the file, click Save. 8. If prompted to specify the file location and name, do so using a.logs extension. The default file name is store.logs. MSA P2000 G3/MSA2000 G2 and 1040/2040 GUI capture 1. Login into SMU, then in the Configuration View panel, right-click the system and select Tools, Save Logs. 2. In the main panel: a. Enter the name, address, and phone number so support personnel will know who provided the log data. b. Enter comments, describing the problem and specifying the date and time when the problem occurred. This information helps service personnel when they analyze the log data. Comment text can be 500 bytes long. 3. Click Save Logs. NOTE: In Microsoft Internet Explorer if the download is blocked by a security bar, select its Download File option. If the download does not succeed the first time, return to the Save Logs panel and retry the save operation. Log data is collected, which takes several minutes. 4. When prompted to open or save the file, click Save. If using Firefox and have a download directory set, the file store.zip is saved there. Otherwise, there will be a prompt to specify the file location and name. The default file name is store.zip Change the name to identify the system, controller, and date. NOTE: Because the file is compressed, make sure to uncompress it before viewing the files it contains. To examine diagnostic data, first view store_yyyy_mm_dd hh_mm_ss.logs. Store.logs 1. In SMU, prepare to use FTP: a. Determine the network-port IP addresses of the system s controllers. Verify that the system s FTP service is enabled. Use this command to enable FTP: b. set protocols ftp enabled. Verify that the user (logged in as) has permission to use the FTP interface. c. Open a Command Prompt (Windows) or a terminal window (UNIX) and navigate to 2. the destination directory for the log file. Enter ftp controller-network-address. For example: ftp Log in as an FTP user. 4. Enter get logs filename.txt where filename is recommended to be 5. yyyymmdd_ftp_system-name_controller-id. For example: get logs

6 _ftp_Storage2_A.txt. Wait for the message Transfer complete to appear. 6. Quit the FTP session. NOTE: If the problem to diagnose seems specific to user-interface operation (For example: SMU or CLI crashes or hangs), repeat step 1 through step 3 on the partner controller to collect its unique MC debug information. StoreVirtual/P4000/LeftHand Support bundle 1. Log into Centralized Management Console (CMC). 2. Right- click on Management Group. 3. Click on Export Management Group Support Bundle. 4. Save the bundle (.zip file.) VMA/VIOLIN Array VMA/VIOLIN Array Logs A. Procedure to collect logs via Violin utility: 1. To install Violin utilities: Click here to download the utlity or Click here to view HPE website, select Support, Product from Product Support, search VMA3210 or 3205 then Select the Operating System (OS) and find-vma-series Memory Array Driver and Utilities for Windows. 2. Download and Install the driver-utils. 3. Once the utility is installed find violin utilities CMD Shell, once this is opened it would provide with a command prompt. 4. Type the command vincident -d ip address of the VMA Array. This would collect the logs and save them under folder C:\violin\utils\ViolinSupportFiles B. Procedure to collect configuration and hardware related logs: 1. Connect to the Memory Array s CLI on the host computer using Serial cable or Ethernet cable (For SSH/Telnet). Connecting the Serial Cable: The serial null modem cable connects the host computer to the system s debugging interface to retrieve system status and troubleshoot system events. a. Connect one DB-9 female connector on the serial cable to the male DB-9 connector on the rear of the Memory Array. Secure the cable to the chassis by tightening the screws on the DB-9 connector. b. If using the cable management arm, route the serial cable according to the instructions in Routing the Cables onto the Cable Management Arm. c. At the rear of the host computer, plug the other end of the serial cable into the male DB-9 connector. Secure the connection by tightening the screws on the DB-9 connector. d. Use the default serial port settings as shown below: Speed (Baud Rate.=9600 Parity=No # of data bits/character= 8 # of stop bits/character= 1 Carrier Detect =No Flow Control =xon/xoff Connecting the Ethernet Cable: The Ethernet cable connects the host computer to the system s command line interface (CLI) for configuration operations and retrieving system status. NOTE: For a direct host-to-system Ethernet connection, use a straight-through or crossover RJ-45 to RJ-45 CAT5 Ethernet cable. A straight-through or cross-over cable can also be used to connect the Memory Array to a router, hub, or other network device, provided that the host and the system can communicate with each other. To connect the Ethernet cable to the Memory Array and the host computer: a. Connect one RJ-45 connector on the Ethernet cable to the RJ-45 connector labeled ETHERNET on the rear of the Memory Array. b. If using the cable management arm, route the Ethernet cable according to the instructions in Routing the Cables onto the Cable Management Arm. c. If directly connecting the Memory Array to a host machine, plug the other end of the cable into the Ethernet connector on the host. d. If connecting to a network device, such as a router, plug the other end of the cable into the Ethernet connector on the network device. Use a second Ethernet

7 cable to connect the host computer to the network device. 2. After successfully connecting to the CLI via any of the above methods, the following prompt will appear: You are on the root node 3. Use the following commands to retrieve the information pertaining to the Configuration and hardware issues: show system alarms command displays the current alarms on a Memory Array. show system messages command displays the current contents of the / var/log/messages file. vincident: The vincident script collects useful information from the host servers and array such as version/timestamp of the current kernel, CPU information, partition information, Memory Array configuration, and Memory Array logs. Syntax: vincident -d <ipaddressvma> This would collect the logs and save it under folder C:\violin\utils\ViolinSupportFiles\ vincident.yyyymmddxxxxx Product Log Name Steps to Generate Logs ADU Report Start, All programs, HP system tools, HP ADU report NAS/StoreEasy Ibrix/StoreAll EMU/CLI logs HPS report unix_collect ibrix_collect Logging in to the system requires the Secure Shell protocol (SSH). Connect to the Enclosure Manager Software using ssh compatible tool like PuTTY. In the PuTTY session basic options, enter the EMU IP address and port 22., and select SSH for the connection type. To log into the EMU: 1. Note the IP address of the EMU. 2. ssh to the EMU. 3. Log in as Administrator. 4. Run command: SHOW ALL Restrictions: To save the output, make sure to configure the SSH software to log the session to a file or increase the history buffer size so that the output can be copied and pasted into another file. 1. Download and save the HPS file in the server(s) that needs to be analyzed. Click here to download HPS Enhanced versions. 2. Create a folder and extract the files in the same folder. 3. Click the.cmd file to run the application (A blue window will be displayed, means that is gathering logs). 4. The blue window is going to close itself as soon as the report finish. 5. The report is saved in:\windows\hpsreports\enhanced\report\cab Ibrix unix_collect (Run at active FM and each Ibrix FSN): 1. Obtain unix_collect from HP Support. 2. Copy the uc_v2.0h_kit.tar to /local. 3. Extract uc_v2.0h_kit.tar # tar -xvf uc_v2.0h_kit.tar. 4. c: Run the unix_collect script at active FM and each Server: # /local/uc_v2.0h_kit/unix_collect Ibrix Data Collection (Start only once and collect logs of all Ibrix FSN) via FM GUI: 1. Logon to Fusion Manager GUI. 2. c: Start the Data Collection - Cluster Configuration, Ibrix Collect, Data Collection, Collect. 3. Download the Data Collection - Cluster Configuration, Ibrix Collect, Data Collection. 4. Download via CLI: Connect to active FM Server via SSH. 1. Find out the active FM # ibrix_fm -i c: Start to collect logfiles with: # ibrix_collect -c - n <logname> # ibrix_collect -c -n IBRIX_log Collection has been initiated for collection: IBRIX_log. Please see the collection list for status.

8 Command succeeded! 4. Check the status of the Ibrix Data Collection: # ibrix_collect -l 5. After the collecting is finished user will find the output at this directory /local/ibrixcollect/. Support ticket (For StoreAll software ver 6.0 and earlier) Escalate report (For ExDS 9100) Creating ticket using CLI: <ibrixhome>/bin/ibrix_supportticket -c -L <Label> Listing all tickets using the X9000 Software CLI: <ibrixhome>/bin/ibrix_supportticket -l Viewing a ticket using the X9000 Software CLI: <ibrixhome>/bin/ibrix_supportticket -v -n <Name> Support ticket location: /admin/platform/diag/support_tickets/ The escalate command can run in 2 ways: 1. To work in exdsmgr, the utility database must be working: [root@glory1 ~]# exdsmgr escalate 2. If not, use the mxso_escalate command directly: [root@glory1 ~]# mxso_escalate Note: The escalate tool needs the root password to perform some actions. It is normal for the escalate command to take a long time (Over 20 minutes). When the escalate tool finishes it generates a report and stores it in a file such as /exds_glory1_escalate.tgz Copyright 2016 Hewlett Packard Enterprise Development LP. The information contained herein is subject to change without notice.the only warranties for Hewlett Packard Enterprise products and services are set forth in the express warranty statements accompanying such products and services.nothing herein should be construed as constituting an additional warranty. Hewlett Packard Enterprise shall not be liable for technical or editorial errors or omissions contained herein.