DIVAR IP - Ticket Requirements

Note

In order to quickly offer a technical solution or to provide a professional advice for the next analysis steps, the technical support specialists need to get some general and basic information. Ticket content should always be well summarized and structured way in order to be able to provide a quick and appropriate feedback. Not following the guideline will impact the processing time of the ticket.

How-To

Check the boxes for which information is requested for the current issue. export the page as a PDF-file by clicking on the three dots on the top right of the page. This document can then be forwarded to the customer

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 access the online registration form)
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

ISSUE	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.

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. )

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DIVAR IP - Ticket Requirements

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