Description

Attempting to build a support bundle for a ZFS Storage Appliance through the Browser User Interface (BUI) or Command Line Interface (CLI) using the new 3-xxxxxxxxxxx (11 digits) Service Request (SR) numbers will result in an "Invalid Service Request number format" error.

Occurrence

This issue can occur in the following releases:

ZFSSA

• 2011.1.1.0 (Version string ak-2011.04.24.1.0) through 2011.1.9.1 (Version string ak-2011.04.24.9.1)
• 2013.1.0.1 (Version string ak-2013.06.05.0.1) through 2013.1.2.12  (Version string ak-2013.06.05.2.12)

Notes:

1. Service Request numbers have increased by 1 digit (from 10 digits to 11 digits). This issue occurs when using an 11 digit SR number.

2. Automated Service Request (ASR) bundle uploads are not affected by this issue.

3. A support bundle can be built for the affected ZFSSA releases (using the BUI or CLI) by leaving the the SR value blank (NULL), however, the resulting uploaded file may, depending upon the ZFSSA release, be rendered inaccessible. See the "Workaround" section for more information.

4. For the latest software release information reference Oracle ZFS Storage Appliance: Software Updates <Document:2021771.1>.

Symptoms

If the described issue occurs, the following error message will be seen in the BUI:

    Invalid Service Request number format

Workaround

The workaround for this issue depends upon the ZFSSA release being used. To work around this issue so that customer data can be provided promptly to a support engineer, do one of the following:

A) For releases:

• 2011.1.1.0 through 2011.1.8.1
• 2013.1.0.1 through 2013.1.1.5

Initiate a support bundle, and leave the Service Request value blank when prompted. Once uploaded, notify the engineer through the SR that the bundle has been uploaded, noting the file name.

NOTE: The above workaround will only work until March 31, 2015, when supportfiles.sun.com access will be shut down. If you are attempting to address this issue after March 31, 2015, use the workaround below. Reference Oracle ZFS Storage Appliance: "Changes to ZFS Appliance Support Bundle Uploads" <Document:1933692.1>.

B) For releases:

• 2011.1.9.0 or later
• 2013.1.1.6 through 2013.1.2.12

Initiate and upload a support bundle manually by doing the following (be sure to leave the Service Request value blank when prompted):

1. Build a support bundle:

    a) Click Maintenance -> System
    b) Click the "+" under Support Bundles
    c) Leave the SR number blank or NULL

2. Wait for the completion of the support bundle build.  This may take several minutes to complete.

3. Once completed, if the status of the bundle is either "Uploading" or "Retry" click the "x" to cancel the upload.  If the status is already "Failed", go to the next step.

4. Once the status is 'Failed', you may click on the Download icon to download the bundle locally to your workstation.

5. Once the bundle is downloaded locally, you may attach it to your SR using cURL, Filezilla, WinSCP, or another FTPS capable client, as referenced in "How to Upload Files to Oracle Support" <Document:1547088.2>

For additional information on how to manually retrieve a support bundle for upload using the appliance CLI, see <Document:1957298.1>.

This issue is addressed in the following releases:

ZFSSA

• 2011.1.9.2 (Version string ak-2011.04.24.9.2) or later
• 2013.1.2.13 (Version string ak-2013.06.05.2.13) or later

For the latest software release information reference Oracle ZFS Storage Appliance: Software Updates <Document:2021771.1>.

Patches

<SUNPATCH:20311531>
<SUNPATCH:20275084>

History

31-Dec-2014: Document released, status Workaround
08-Dec-2015: 2011 version Patches released, issue is Resolved
27-Jan-2015: Added domcuent link to Workaround section.
12-Feb-2015: Added software release information url
30-Jun-2015: Added document reference to the Occurrence and Workaround sections.

Internal Section: Comments:

Questions regarding this document should be addressed to
sunalertpublication_us_grp@oracle.com and copy the
contributor/responsible engineer listed below.

Internal Contributor/Submitter: Brian.Sutcliffe@oracle.com
Internal Eng Responsible Engineer: vivek.j.joshi@oracle.com
Oracle Knowledge Analyst: jeff.folla@oracle.com
Internal Eng Business Unit Group: ZFS Disk Storage
Internal Associated SRs: 3-10123456789, 3-10009354081, 3-10005205421
Internal Pending Patches:
Internal Resolution Patches: 2013.1.2.13

References

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