4/7/24, 4:57 PM Export a SupportAssist Collection Using an iDRAC9 | Dell Singapore

Article Number: 000126308

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Export a SupportAssist Collection Using an iDRAC9

Summary: Learn how to create and export a SupportAssist Collection using iDRAC9 on Dell devices. Resolve technical issues with this step-
by-step guide.

Article Content

Symptoms

The iDRAC9 SupportAssist utility can create a SupportAssist collection, also known as a Technical Support Report (TSR). The iDRAC
provides an application interface for gathering platform information that enables support services to resolve platform problems. The iDRAC
generates a SupportAssist collection of the system. It saves the collection locally. The SupportAssist collection, or Technical Support
Report, can then be used to troubleshoot a system.

🛈 Note: For Dell systems with iDRAC7 or iDRAC8, reference Export a SupportAssist Collection over iDRAC7 and iDRAC8.
Cause

Not applicable

Resolution

How to Extract SupportAssist Logs Using iDRAC9

Duration: 00:01:34 (hh:mm:ss)

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4/7/24, 4:57 PM Export a SupportAssist Collection Using an iDRAC9 | Dell Singapore

To export a SupportAssist Collection using the iDRAC9:

🛈 Note: How to configure the Integrated Dell Remote Access Controller 9 (iDRAC9) with Lifecycle Controller network settings? explains how to configure
the Integrated Dell Remote Access Controller.

1. Log in to the iDRAC UI (Figure 1).

Figure 1: iDRAC9 SupportAssist Collection Menu

2. Click Maintenance, and then click SupportAssist (Figure 1).

🛈 Note: If the server is not registered for SupportAssist, the SupportAssist Registration Wizard is displayed. For more information, reference PowerEdge
14G and Datacenter Scalable Solutions servers - How to register the iDRAC 9 embedded SupportAssist? Registration is optional. If registration is not
wanted, click on Cancel, and then click Cancel Registration. Registration must be completed to automatically send the collection to Dell Support.

3. Click Start a Collection (Figure 1).

4. Select the datasets to include in the collection. Optionally, proceed with the default selection.

🛈 Note: OS and Application Data requires the iDRAC Service Module (iSM) be installed and running. For more information, reference Support for Dell
iDRAC Service Module. iSM is an optional software application that can include relevant OS and Application Data in the SupportAssist collection. The
Operating System and Application Data option is disabled and not selectable if either the iDRAC Service Module is not installed and running or if the
Operating System BMC/iDRAC Passthrough is disabled in the iDRAC. For more information, reference PowerEdge 14G and Datacenter Scalable
Solutions servers - How to register the iDRAC 9 embedded SupportAssist?

5. Collection Preferences: Select datasets that should be filtered for Personally Identifiable Information (Figure 2).

Figure 2: iDRAC9 Collection Preferences

6. Select the destination to save the collection to.

🛈 Note: If the Save to Network option is selected, the provided network details is saved as default for all future collections.

🛈 Note: As of iDRAC9 FW 7.0 and newer it is no longer possible for an iDRAC SupportAssist collection to be directly sent to Dell.
Save locally option saves the generated collection on the local system.
Save to Network option saves the generated collection to a defined CIFS or NFS share location.
7. Click Collect to proceed with Collection generation.
8. Accept the End User Level Agreement (EULA) to continue the process.

🛈 Note:
Updating the system's drivers and firmware may resolve many of the issues that are captured in a SupportAssist collection. For more
information, reference Updating Firmware and Drivers on Dell PowerEdge Servers.
Access iDRAC9 documentation by selecting the installed firmware version and then documentation.

Additional Information

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4/7/24, 4:57 PM Export a SupportAssist Collection Using an iDRAC9 | Dell Singapore

Export a SupportAssist Collection over iDRAC7 and iDRAC8

Export Support Assist Collection and RAID Controller Log through PowerEdge Lifecycle Controller
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Article Properties

Affected Product

iDRAC9, PowerEdge XR2, Poweredge C4140, PowerEdge C6420, PowerEdge C6520, PowerEdge C6525, PowerEdge C6615, PowerEdge
C6620, PowerEdge FC640, PowerEdge HS5610, PowerEdge HS5620, PowerEdge M640, PowerEdge M640 (for PE VRTX), PowerEdge
MX740C, PowerEdge MX750c, PowerEdge MX760c, PowerEdge MX840C, PowerEdge R240, PowerEdge R250, PowerEdge R340,
PowerEdge R350, PowerEdge R440, PowerEdge R450, PowerEdge R540, PowerEdge R550, PowerEdge R640, PowerEdge R6415,
PowerEdge R650, PowerEdge R650xs, PowerEdge R6515, PowerEdge R6525, PowerEdge R660, PowerEdge R660xs, PowerEdge R6615,
PowerEdge R6625, PowerEdge R740, PowerEdge R740XD, PowerEdge R740XD2, PowerEdge R7415, PowerEdge R7425, PowerEdge R750,
PowerEdge R750XA, PowerEdge R750xs, PowerEdge R7515, PowerEdge R7525, PowerEdge R760, PowerEdge R760XA, PowerEdge
R760xd2, PowerEdge R760xs, PowerEdge R7615, PowerEdge R7625, PowerEdge R840, PowerEdge R860, PowerEdge R940, PowerEdge
R940xa, PowerEdge R960, PowerEdge T140, PowerEdge T150, PowerEdge T340, PowerEdge T350, PowerEdge T440, PowerEdge T550,
PowerEdge T560, PowerEdge T640, PowerEdge XE2420, PowerEdge XE7420, PowerEdge XE7440, PowerEdge XE8545, PowerEdge
XE8640, PowerEdge XE9680, PowerEdge XR11, PowerEdge XR12, PowerEdge XR4510c, PowerEdge XR4520c, PowerEdge XR5610,
PowerEdge XR7620, PowerEdge XR8610t, PowerEdge XR8620t

Product

Precision 7920 Rack

Last Published Date

14 Mar 2024

Version

15

Article Type

Solution

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