Dell SupportAssist Version 1.3 For OpenManage Essentials Technical White Paper
Contents
1. Dell SupportAssist Proactive Support For EqualLogic Storage Hosting a Fluid File System Dell SupportAssist version 1 3 for Dell OpenManage Essentials supports automatic case creation and collection of information when Issues arise in EqualLogic storage hosting a Fluid File System FluidFS This white paper provides details on configuring EqualLogic storage hosting a FluidFS and describes the supported features for EqualLogic storage hosting a FluidFS in SupportAssist version 1 3 Dell SupportAssist Engineering Team Arun Nagarajan Aruna Jayaprakash Karthik Ramesh Steve Williamson February 2014 A Dell Technical White Paper WHITE PAPER IS FOR INFORMATIONAL PURPOSES ONLY AND MAY CONTAIN TYPOGRAPHICAL ERRORS AND TECHNICAL INACCURACIES THE CONTENT IS PROVIDED AS IS WITHOUT EXPRESS OR IMPLIED WARRANTIES OF ANY KIND 2014 Dell Inc All rights reserved Reproduction of this material in any manner whatsoever without the express written permission of Dell Inc is strictly forbidden For more information contact Dell Trademarks used in this text Dell the Dell logo Dell Boomi Dell Precision OptiPlex Latitude PowerEdge PowerVault PowerConnect OpenManage EqualLogic Compellent KACE FlexAddress Force10 and Vostro are trademarks of Dell Inc Other Dell trademarks may be used in this document Cisco Nexus Cisco MDS Cisco NX OS and other Cisco Catalyst are registere2. Click the Settings tab in SupportAssist In Edit Device Type Credentials select the device type as Storage and credential type as NAS Appliance Enter the credentials of the EqualLogic storage hosting a FluidFS device In System Log Collection Schedule change the frequency date and time as required Click Save Changes 11 Dell SupportAssist Proactive Support For EqualLogic Storage Hosting a Fluid File System Version 1 0 February 2014 SupportAssist SupportAssist Community Help v Administrator v Cases Devices Settings Updates i Settings Y System Logs 7 Ps Default Device Type Credentials v y SupportAssist requires the Administrator credentials of each Device Type to collect system logs These credentials are encrypted and saved locally The Default Device Type Credentials are used to collect system logs unless you edit the device specific credentials in the Devices tab NOTE If the device credentials are changed ensure that you update the changes to the Default Device Type Credentials as well Proxy Settings NOTE The device credentials are not required to collect system logs on DellPowerVault MD series storage devices O Edit Device Type Credentials Device Type ii Credential Type z Preferences Dhon s aa cre grpadmin Ay Please provide the credentials of the EqualLogic SAN Password lll eeeccece Community String C Overwrite the device specific credentials with the Default Device Type Credent
3. Display Devices 50 per page V SupportAssist 2014 Dell Inc All Rights Reserved Figure 8 On demand system log collection SupportAssist Community Help Administrator Y Device Name v Collection Status Collection Uploaded Page 1 of 1 Dell SupportAssist Proactive Support For EqualLogic Storage Hosting a Fluid File System Version 1 0 February 2014 A 14 Glossary Component Description Periodic System Log Collection On Demand System Log Collection Diagnostic log collection on a device through SupportAssist Manually triggered Diagnostic collection on a device using Send System Logs in the Device page in SupportAssist Fluid File System Fluid File System is an enterprise class distributed file system that provides customers with the tools necessary to manage file data in an efficient and simple manner SAN Storage Area Network Dell SupportAssist Proactive Support For EqualLogic Storage Hosting a Fluid File System Version 1 0 February 2014 15 Additional resources Support dell com is focused on meeting your needs with proven services and support DellTechCenter com is an IT Community where you can connect with Dell Customers and Dell employees for the purpose of sharing knowledge best practices and information about Dell products and installations Referenced or recommended Dell publications e Dell Fluid F
4. devices covered under the Dell ProSupport and ProSupport Plus service contract types After the support case is created or updated the SupportAssist application runs the appropriate collection tools on the devices that generated the alerts and uploads the log collection to Dell This information in the log collection is used by Dell technical support to troubleshoot the issue and provide an appropriate solution Dell Fluid File System FluidFS is a shared disk file system that provides distributed file systems to clients Customers buy an appliance a combination of purpose built NAS controllers with integrated primary and backup power supplies i e the appliance attached to block level storage via the iSCSI or Fiber Channel protocol A single Dell FluidFS appliance consists of two controllers operating in concert i e active active connecting to the back end storage area network SAN Depending on the storage capacity requirements and user preference NAS appliances can be used with Compellent PowerVault or EqualLogic SAN arrays Dell Fluid File System FluidFS advantage helps eliminate many of the limitations of traditional file systems e Scale beyond the file system and file share capacity limits of conventional file systems e Manage growth with non disruptive scaling of capacity and or performance e Utilize a single namespace for easy administration e Present a storage pool as a single file system with a single virtual IP address
5. Case created for EqualLogic storage hosting a Fluid File System 2 Once the diagnostic information is collected the report is uploaded to Dell to help troubleshoot the problem 10 Dell SupportAssist Proactive Support For EqualLogic Storage Hosting a Fluid File System Version 1 0 February 2014 SupportAssist Community Help Administrator SupportAssist Cases Case List Case Status Submitted Devices Settings Updates Filter By Case Number v i Ee Ke Collection Service Device Service Date Opened v Case Case Title Number Status Contract Type Tag 800860577 WCG OME PS FA Sent when a high threshold has been exceeded for any of the enclosure temp sensors The implementation of this trap P 7 Collection Uploaded ProSupport Storage 4PXRC4J 2 11 2014 12 29 AM should not s A Page 1 of 1 Display Cases 50 per page Vv Figure 6 2 5 Perio Fluid SupportAssist 2014 Dell Inc All Rights Reserved Collection status for EqualLogic storage hosting a Fluid File System dic system log collection for EqualLogic storage hosting a File System By default SupportAssist invokes the collection tool on EqualLogic storage hosting a FluidFS every week to generate the system log collection and uploads it to Dell However you can change the frequency at which the system log collection is generated and uploaded to Dell To schedule the periodic collection 1 2 A
6. automatically sends some data to Mozilla so that we can improve your experience Alarms o o o Operations o o Choose What 1 Share x Figure 1 EqualLogic console indicating Group IP address Dell SupportAssist Proactive Support For EqualLogic Storage Hosting a Fluid File System Version 1 0 February 2014 Firefox EQUAL Group Group PS6100F SGrp Hy Group Configuration Storage Pools E Members F P56100F5Grp EqualLogic PS Series Grou Group Configuration General Settings Group name PS6100FSGrp IP address 192 168 40 81 Administration Access Web access enabled Telnet access enabled SSH access enabled idle timeout disabled Session banner disabled E mail Notifications E mail alerts disabled E mail Home disabled Event Logs Syslog disabled iSCSI Authentication RADIUS disabled Local CHAP enabled SNMP Settings SHMP access enabled SNMP traps 1 destination VDSIVSS Accessing access BEES jed in 2 10 2014 1 HJE JE 13PM Read only SNMP community names public SNMP Access A community name is a password that allows an SNMP management console access to group configuration and management data You can specify up to five read only community names SNMP trap destinations 192 168 10 248 SNMP trap community name SNMP Traps PS Series storage array SNMP traps are ge
7. d trademarks of Cisco System Inc EMC VNX and EMC Unisphere are registered trademarks of EMC Corporation Intel Pentium Xeon Core and Celeron are registered trademarks of Intel Corporation in the U S and other countries AMD is a registered trademark and AMD Opteron AMD Phenom and AMD Sempron are trademarks of Advanced Micro Devices Inc Microsoft Windows Windows Server Internet Explorer MS DOS Windows Vista and Active Directory are either trademarks or registered trademarks of Microsoft Corporation in the United States and or other countries Red Hat and Red Hat Enterprise Linux are registered trademarks of Red Hat Inc in the United States and or other countries Novell and SUSE are registered trademarks of Novell Inc in the United States and other countries Oracle is a registered trademark of Oracle Corporation and or its affiliates Citrix Xen XenServer and XenMotion are either registered trademarks or trademarks of Citrix Systems Inc in the United States and or other countries VMware Virtual SMP vMotion vCenter and vSphere are registered trademarks or trademarks of VMware Inc in the United States or other countries IBM is a registered trademark of International Business Machines Corporation Broadcom and NetXtreme are registered trademarks of Broadcom Corporation Qlogic is a registered trademark of QLogic Corporation Other trademarks and trade names may be
8. ials but a support case is created only if e The policies in SupportAssist qualify the alert for a case creation e SupportAssist is configured to automatically generate support cases Once the support case is created the appropriate collection tool is invoked and the system log collection is generated and uploaded to Dell to help solve the problem Note 1 Only Alerts from EqualLogic storage hosting a FluidFS are processed in SupportAssist version 1 3 Alerts from FluidFS are not processed 2 For devices covered under Basic Support service contract type the support case is not created but the collection tool is invoked The following are the stages of case creation 1 Ifa support case is created for EqualLogic storage hosting a FluidFS the case details are displayed in SupportAssist and the collection tools are invoked SupportAssist SupportAssist Community Help Administrator v Cases Devices Settings Updates Case List Filter By Case Number v CED CiearFiers e Case Case Case Title Collection Service Device Service Date Opened v Status Number Status Contract Type Tag Submitted 800860577 WCG OME PS FA Sent when a high threshold has been exceeded for any of the enclosure temp sensors The implementation of this trap In Progress ProSupport Storage 4PXRC4J 2111 2014 12 29 should nots AM Display Cases fi Page 1 of 1 50 per page V SupportAssist 2014 Dell Inc All Rights Reserved Figure 5
9. ials for all devices belonging to the current Device Type and Credential Type Contact Diut iT System Log Collection Schedule How do I tum onoff scheduling for all devices Frequency Weekly V iv A Specify day andtime Recur every 1 V week s on monday V at 12 00 V AM v Start Date Monday February 17 2014 Save Changes Cancel Figure 7 Scheduling periodic collection of system logs 2 4 On demand system log collection for EqualLogic storage hosting a Fluid File System When a support case is opened or updated SupportAssist runs the collection tools on the devices that generated the alerts and then uploads the system logs to Dell In certain conditions if required by Dell technical support you may be required to manually collect the system logs and send it to Dell To send system logs manually Navigate to the Devices tab in SupportAssist Select the EqualLogic storage hosting a FluidFS on which the collection tool should be invoked Click Send System Logs The collection tool is invoked and the generated system log collection is uploaded to Dell BUNA 12 Dell SupportAssist Proactive Support For EqualLogic Storage Hosting a Fluid File System Version 1 0 February 2014 15 ut SupportAssist Devices Settings Updates Device Inventory A Edit Device Credentials p sena System Logs jjj Filter By Device Name Device Type Service Tag M ii GRPFS7500 EqualLogic FluidFS NAS Appliance 4PXRC4J
10. ials which enables automated case ticket creation and support from Dell by identifying failures in a customer s IT environment remotely Dell s robust and easy to use proactive support technology allows us to identify diagnose and resolve issues faster and more precisely with less customer involvement reducing downtime and letting our customers get back to business Available features are based on the level of your support agreement per device monitored This helps Dell to provide you an enhanced personalized and efficient support experience Some benefits of Dell SupportAssist are e Improve case accuracy and eliminate errors with automatic support case ticket creation e Accelerate identification of issues with email alerts from Dell at the time of hardware failure e Automatic log collection and upload from the device using Dell collection tools e Gain an enhanced support experience by cutting support steps in half In SupportAssist for Dell OpenManage Essentials OpenManage Essentials interacts with supported devices and receives SNMP traps The SNMP traps are periodically retrieved as alerts by SupportAssist The alerts are filtered using various policies to decide if the alerts qualify for creating a new support case or updating an existing support case All qualifying alerts are securely sent to the SupportAssist server hosted by Dell for creating a new support case or updating an existing support case Support cases are created only for
11. iguration Subnet mask SSH Configuration IPMI Configuration IP Range Host Name Discovery Range Name Subnet Mask Discovery Range Action 192 168 40 80 255 255 255 0 Summary Cancel Next Finish _ pore CEEE L i F Ri Local intranet Protected Mode On Ma 10 7 Figure 3 Discovering EqualLogic storage hosting a FluidFS in OpenManage Essentials 3 The EqualLogic storage hosting a FluidFS is discovered in Dell SupportAssist as EqualLogic FluidFS NAS Appliance Device Inventory Windows Internet Explorer _ 7 x Ge Je https j win sbeFcb tdia 26 oie Favortes 53 gjs Device Inventory ZLA x P sn p Devices Settings Device Inventory 77 i temL Fitter By Device Name ee ae C Device Name Device Type Service Tag Collection Status o GRPFS7500 EqualLogic FluidFS NAS Appliance SYGXM 1 Collection Scheduled Display Devices Page 1 of1 50 per page z SupportAssist 2014 Dell Inc All Rights Reserved Done CEEE T i iit Local intranet Protected Made On Fa 100 7 Figure 4 EqualLogic storage hosting a Fluid File System displayed in SupportAssist Dell SupportAssist Proactive Support For EqualLogic Storage Hosting a Fluid File System Version 1 0 February 2014 Pe Automatic case creation for EqualLogic storage hosting a Fluid File System SupportAssist processes alerts from EqualLogic storage hosting a FluidFS through OpenManage Essent
12. ile System White paper http i dell com sites content shared content data sheets en Documents DSFS_White_paper_r4 0 pdf e Dell SupportAssist User s Guide dell com ServiceabilityTools e Dell OpenManage Essentials User s Guide dell com OpenManageManuals Referenced or recommended other publications e Dell EqualLogic FS7600 http www equallogic storage co uk products fs7600 fs7610 network attached storage Dell SupportAssist Proactive Support For EqualLogic Storage Hosting a Fluid File System Version 1 0 February 2014
13. n 1 0 February 2014 Executive summary Dell SupportAssist version 1 3 for Dell OpenManage Essentials identifies EqualLogic arrays with attached FS7500 and FS7600 Fluid File System FluidFS as EqualLogic FluidFS NAS storage This categorization is in preparation for complete support of FluidFS devices in a later release SupportAssist version 1 3 does not provide support for FS7500 and FS7600 systems SupportAssist version 1 3 automatically creates support cases when issues arise on EqualLogic storage hosting a FluidFS and collects information about the hardware and uploads it to Dell to help solve the problem For automatic case creation in SupportAssist you must configure the EqualLogic storage hosting a FluidFS This white paper provides guidance on configuring SupportAssist and the EqualLogic arrays hosting a FluidFS as required to ensure proactive support using SupportAssist It also includes information on the features supported for EqualLogic arrays hosting a FluidFS Intended user of this white paper is assumed to have prior knowledge on administration of EqualLogic storage Fluid File System OpenManage Essentials and SupportAssist 4 Dell SupportAssist Proactive Support For EqualLogic Storage Hosting a Fluid File System Version 1 0 February 2014 1 Ll Introduction Dell SupportAssist collects information about your computer hardware and software and is integrated with leading management consoles such as Dell OpenManage Essent
14. nerated when hardware or security issues occur in the group For the complete list of SNMP traps see the Group Administration manual ioe SNMP trap al ro Alarms X1 o Operations Firefox automatically sends some data to Mozilla so that we can improve your experience 0 0 Choose what 1 share x Figure 2 EqualLogic console for SNMP configuration 2 Discover the EqualLogic storage hosting a FluidFS with Group IP address or Management IP address in OpenManage Essentials by using SNMP community configured in EqualLogic storage hosting a FluidFS for discovery Dell SupportAssist Proactive Support For EqualLogic Storage Hosting a Fluid File System Version 1 0 February 2014 OpenManage Essentials Windows Internet Explorer elx go gt E https win 5befcb tdia 2 9 x P Bing Qi Sly Favorites 35 5 ool OpenManage Essentials x Device Inventory OEGE ah Page gt Safety Toos Discover Devices Discovery Range Configuration Discovery Range Configuration Specify IP address range or host name ICMP Configuration Enter an IP address or a range The first octet cannot be zero Specify a range for example 12 115 or wildcard in SNMP Configuration the last two octets WMI Configuration IP address range J l k Name Storage Configuration Host name WS Man Conf
15. tab If the Management IP address is configured SupportAssist uses this IP address for log collection Dell SupportAssist Proactive Support For EqualLogic Storage Hosting a Fluid File System Version 1 0 February 2014 Firefox EQUAL Group Group GRPFS7500 E y Group Configuration Storage Pools 5 Members FS7S00MEM E FS7400NAS controllert L E FS7400NAS controllert Group Configuration Sj GRPF57500 EqualLogic PS Series Group Ma Generar aaministraton Naticaions SCSI snme VOSIVSS Detauts Firmware Advanced General Settings Group name GRPFS7500 Administration Access Web access enabled Telnet access enabled SSHaccess enabled Idle timeout disabled Session banner disabled Syslog 1 recipient iSCSI Authentication RADIUS disabled Local CHAP enabled SNMP Settings SNMP access enabled VDSNSS Access restricted IP address 192 168 30 25 SNMP traps 2 destinations General Settings Group name GRPFS7500 Description Location defaut Group IP address 192 168 30 25 Date and Time Time settings NTP servers in order of preference Time zone Asia Calcutta Time zone offset GMT 05 30 Uses daylight saving time no Current group time 2 10 2014 1 36 PM Modify group time ik XI Firefox
16. to the storage clients Dell SupportAssist Proactive Support For EqualLogic Storage Hosting a Fluid File System Version 1 0 February 2014 21 Supported features for EqualLogic storage hosting a Fluid File System The following table provides a summary of the software version and features supported for EqualLogic storage hosting a FluidFS in SupportAssist version 1 3 Periodic without attached FluidFS system EqualLogic Storage Software P Auto Case On Demand Device SupportAssist p System Log version Creation System Logs Collection FS7500 FS7600 1 0 2 0 3 0 Not identified Not Not Not FS7610 Supported Supported Supported EqualLogic PS arrays 6 0 7 0 Discovered as Yes Yes Yes with attached FluidFS EqualLogic FluidFS system NAS Appliance EqualLogic PS arrays 5 0 6 0 7 0 Discovered as Yes Yes Yes Discovery of EqualLogic storage hosting a FluidFS EqualLogic storage hosting a Fluid File System is discovered through OpenManage Essentials following are the steps to enable SupportAssist to monitor the device The 1 Identify the Group IP address or Management IP address of EqualLogic hosting a FluidFS and login to the EqualLogic console and configure the SNMP community string and SNMP trap destination to the management station where OpenManage Essentials is installed The optional Management IP address is not shown in this example but it can be found under the Advanced
17. used in this document to refer to either the entities claiming the marks and or names or their products and are the property of their respective owners Dell disclaims proprietary interest in the marks and names of others 2 Dell SupportAssist Proactive Support For EqualLogic Storage Hosting a Fluid File System Version 1 0 February 2014 Table of contents Executive SUMMA y ecean anetdl Guarentee iets A A gel Guede ete a eee 4 L MIG O CU GO essene ea a a deen e eps hon teetae daa eni aaaea ieaie NEET 5 Ie Del Fluid Pe y O eea E E AR A E neta 5 2 Supported features for EqualLogic storage hosting a Fluid File System oo cece ceeeceeeeeeseceeeeeeseteeseseeenecseeeteeseseeeeteeeaees 6 2 1 Discovery of EqualLogic storage hosting a FLUIGFS oo ec cceeeceeeeseseceeeeseseeneeseseneeeeeeieneeecaeeeeeeeieeesecieessesieeeseeaeaees 6 2 2 Automatic case creation for EqualLogic storage hosting a Fluid File System n 10 2 5 Periodic system log collection for EqualLogic storage hosting a Fluid File System nsee 11 2 4 On demand system log collection for EqualLogic storage hosting a Fluid File System 12 Piz GLOSSY sectescuet sent ctdeasiay dace dreedacnt E A ay cuusent A cel al Meany flay dp ties daar neal alana eevee eareiel ands 14 B Additional TeSOurceS ii icnk Aacinchiegen aie Aniedendaan ani Anna alain nana a anaaiain Annee dunbradiaan nes 15 3 Dell SupportAssist Proactive Support For EqualLogic Storage Hosting a Fluid File System Versio
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