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Asset ID: 1-71-1019887.1
Update Date:2018-05-14
Keywords:
Solution Type  Technical Instruction Sure

Solution  1019887.1 :   Sun Storage 7000 Unified Storage System: How to Collect a Support Bundle using the BUI or CLI  

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PreviouslyPublishedAs
248286 


Applies to:  

Sun Storage 7410 Unified Storage System - Version All Versions and later
Sun ZFS Storage 7420 - Version All Versions and later
Oracle ZFS Storage ZS4-4 - Version All Versions and later
Oracle ZFS Storage ZS5-2 - Version All Versions and later
Oracle ZFS Storage ZS5-4 - Version All Versions and later
7000 Appliance OS (Fishworks)



Goal


 


To discuss this information further with Oracle experts and industry peers, we encourage you to review, join or start a discussion in the My Oracle Support Community - Disk Storage ZFS Storage Appliance Community



The support bundle is the package of diagnostic data for the Sun Unified Storage 7000 Series including 7110, 7210, 7310 & 7410, the Sun ZFS Storage Appliance Series including 7120, 7320 & 7420 and the Oracle ZFS Storage Appliance Series including ZS3-2, ZS3-4 & ZS4-4.

Support bundles consist of important troubleshooting data including configuration data, log files and core files. 

The data collection procedures outlined below show how to generate a support bundle using the BUI interface or the CLI, uploading files to the 'cores' support server.


Solution


Steps to Follow

Steps to collect a support bundle.



 


Option 1- Uploading a support bundle using the BUI

NOTE:  This procedure assumes that the appliance is running at least 2009.Q2.0.0.




* Navigate to Maintenance -> System


* Select the "+" next to Support Bundles 







 


NOTE: Since the 2011.1.1.0 Appliance Firmware Release, users SHOULD associate an SR number with the supportbundle.




In the BUI, you will get a pop-up asking for an SR number when clicking the (+) icon, and in the CLI you can run (eg.) "sendbundle 3-12345678" ( in the "maintenance system" context ) to have it automatically uploaded to the correct SR directory on the 'cores' support server.








 



Option 2- Uploading a support bundle using the CLI
   
Log in as root (for example: ssh root@appliance hostname) and then using the CLI execute the following:





CLI> maintenance system sendbundle <SR_NUMBER>










NOTE: In OS8.6 the command changed from maintenance system sendbundle [SR#] to maintenance system bundle [SR#]








bundle [srn]        => Build a support bundle and if [srn] is supplied,
                       send it to Oracle Support. The service request
                       number [srn] must be in 3-nnnnnnnnnn[n] format


 




You should see output similar to the following:



mysystem:maintenance system> sendbundle 3-1234567890

A support bundle is being created and sent to Sun. You will receive an alert when the bundle has finished uploading. Please save the following filename, as Sun support personnel will need it in order to access the bundle:
 
  /cores/ak.83f33d9d-fa98-ca11-b758-efd14bb96065.tar.gz




 
    
The above file will then be automatically uploaded to  /cores on the Oracle support server - provided that the system is connected to the Internet and has DNS configured.

If the system is not connected to the Internet, then you can cancel the upload phase of the bundle by clicking the "cancel" icon next to the bundle whilst it is uploading. You may then download the bundle to your local system and upload it to Oracle from there.


 


See Document 1547088.2  "Oracle Support File Uploads"  for more details.


 


If it is not possible to access either the BUI or the Appliance Kit CLI - or you are unable to upload a supportbundle for any reason - a Service Request will need to be opened with Oracle Support to collect the support data.


 




NOTE: If a serial port connection via the SP is the only method you have of connecting to a stripped head, then you cannot collect a bundle - which is why we recommend to have a network management interface dedicated (private interface) to each head.




        Also, even using CLI, you cannot upload a collected supportbundle in stripped mode (ie. without an 'external' network connection), you need to interrupt the BUI 'upload' process and download to a device thats connected via the BUI (normally a PC/ laptop).




 




PLEASE NOTE:  Be aware of the supportbundle upload changes regarding the transition from supportfiles.sun.com to transport.oracle.com.



                      Please see MOS Document 1666925.1


 


ALSO NOTE:  Customers running Appliance Firmware Releases earlier than 2013.1.2.13 or 2011.1.9.2 are exposed to SRs requiring 11-digits.  Supportbundle uploads from systems running this code may experience issues.


Please upgrade to Appliance Firmware Releases 2013.1.2.13 (or later) OR 2011.1.9.2 (or later)


For more information, see Alert 1957849.1:  Oracle ZFS Storage Appliance Software (ZFSSA) Does not Recognize the New 3-xxxxxxxxxxx (11 digits) Service Request (SR) Numbers




 


NOTE: Currently (at Appliance Firmware Release  2011.1.6.0), there is no mechanism for associating a Service Request number to a bundle upload for an Analytics worksheet.


References
<NOTE:1331769.1> - Sun Storage 7000 Unified Storage System: How to Troubleshoot Performance Issues
<NOTE:1547088.2> - How to Upload Files to Oracle Support
<NOTE:1362484.1> - How to send files to Oracle - Oracle Secure File Transport (SFT)
<NOTE:1957849.1> - Oracle ZFS Storage Appliance Software (ZFSSA) Does not Recognize the New 3-xxxxxxxxxxx (11 digits) Service Request (SR) Numbers
<NOTE:1957298.1> - Oracle ZFS Storage Appliance: Procedure to manually retrieve a support bundle for upload outside of the appliance
<NOTE:1666925.1> - Oracle ZFS Storage Appliance: How to Transition from supportfiles.sun.com to transport.oracle.com
<NOTE:1173064.1> - Oracle ZFS Storage Appliance: How to generate a system core dump in case of system hang (BUI and CLI fails to respond) using NMI when directed to do so by an Oracle Support Engineer
<NOTE:1401288.1> - Sun Storage 7000 Unified Storage System: Data collection for akd hang issues
<NOTE:1400578.1> - Sun Storage 7000 Unified Storage System: How to collect SP/ILOM diagnostic data
<NOTE:1500848.1> - How to transfer a large core dump from local storage to the Oracle 'cores3' server



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