Posts Tagged ‘Support’

How to collect files for EMC Isilon Technical Support

Kirsten Gantenbein

Kirsten Gantenbein

Principal Content Strategist at EMC Isilon Storage Division
Kirsten Gantenbein
Kirsten Gantenbein

Collect Files for EMC Isilon Technical SupportWhen working with EMC Isilon Technical Support to troubleshoot an issue with your cluster, you may be asked to send your cluster’s log and configuration files to an Isilon Support Engineer. To do this, you’ll need to run a process to collect this information. This process creates a single file that contains all of your cluster’s log and configuration information. This file is then automatically uploaded to the Isilon FTP site where the Support Engineer can access it.

To start this process, follow one of these procedures:

  • From the OneFS web administration interface:
    • In OneFS 7.0.x through 7.1, go to Help > Diagnostics and click Start Gather
    • In OneFS 6.0.x through 6.5.x, go to Help > Diagnostics > Gather Info and click Start Gather
  • From the OneFS command-line interface, run the isi_gather_info command

For more information

Watch the video “How to Collect Files for EMC Isilon Technical Support” for a demonstration of these procedures.

This video is based on the popular Knowledgebase (KB) article “How to collect node information, including log files” (log in to the EMC Online Support site to view this article). The KB article provides a written description of these procedures and links to related articles such as “How to upload files to Isilon Technical Support”.

For questions and feedback about this blog or videos, email isi.knowledge@emc.com. To provide documentation feedback or request new content, email isicontent@emc.com.

Video Transcript

Hello, I’m Kirsten Gantenbein, a Senior Technical Writer at EMC Isilon.

Log and configuration files can help EMC Isilon Technical Support troubleshoot and resolve issues with your cluster.

In this video, we look at how to collect these files using the Isilon OneFS web administration interface and the command line interface.

First let’s use the OneFS web administration interface.

Log in to any node in your cluster using the root account.

Depending on the version of OneFS you’re running, the next step is different.

On OneFS 7.0 and later, click Help then click Diagnostics.

On OneFS 6.5 and earlier, click Help, point to Diagnostics, and then click Gather Info.

The steps are the same for all versions from this point. We’ll continue this demonstration on OneFS 7.0.

Click Start Gather.

It takes several minutes to gather the log and configuration files.

In the Log section, click Expand to see when each stage of the gather process is complete.

When the gather process is complete, the files are automatically uploaded to the Isilon FTP site.

The Archived Info Manager section contains a list of gathered files, the date they were gathered, and the size of the file.

You can also use the command line to gather log and configuration files.

Open an SSH connection to any node in the cluster and log in using the root account.

Run the isi_gather_info command.

The gather process begins and progress information appears.

As with the web administration interface, the process takes several minutes.

When the gather process is complete, the files are automatically uploaded to the Isilon FTP site.

For a list of additional options, run the isi_gather_info –h command.

For a written description of how to gather log and configuration files, see the following knowledge base article.

If you need assistance with this procedure, contact EMC Isilon Technical Support.

Thanks for watching.

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The top 20 support documents in November 2013

Kirsten Gantenbein

Kirsten Gantenbein

Principal Content Strategist at EMC Isilon Storage Division
Kirsten Gantenbein
Kirsten Gantenbein

One of the goals of this blog is to share the most useful EMC Isilon support-related content that we have to offer. In this post, we’re highlighting 20 of the most viewed knowledgebase (KB) articles and product documents from the month of November.

We hope these documents will help you to quickly find an answer to a common question or resolve an issue.

Top 10 KB articles

To access these KB articles, log in to EMC Online Support.

  1. Best practices for NFS client settings (90041)
  2. OneFS pre-upgrade preparation (88672)
  3. Troubleshooting performance issues (88844)
  4. Matrix of patches available for Isilon OneFS (88538)
  5. How to reset a node to factory defaults (16696)
  6. How to upload files to Isilon Technical Support (16759)
  7. OneFS sysctl commands (89334)
  8. How to create a bootable image of OneFS on a USB flash drive (16691)
  9. Visio Stencils of Isilon Clustered Storage Systems (90170)
  10. How to reimage a node using a USB flash drive (16582)

 

Top 10 product documents

To access these PDF documents, log in to EMC Online Support.

  1. Current Isilon Software Releases
  2. Isilon Supportability and Compatibility Guide
  3. OneFS 7.0.1 Administration Guide
  4. OneFS 7.0.2 Administration Guide
  5. InsightIQ 2.5 Installation and Setup Guide
  6. Isilon Node Firmware Package 8.3 Release Notes
  7. OneFS 7.0.2 Command Reference
  8. Insight 2.5 User Guide
  9. OneFS 7.0.1.10 Release Notes
  10. OneFS 6.5.5 Command Reference

 

How to find Isilon content on EMC Online Support

Kirsten Gantenbein

Kirsten Gantenbein

Principal Content Strategist at EMC Isilon Storage Division
Kirsten Gantenbein
Kirsten Gantenbein

When you have a question about an EMC Isilon product, where should you start?

The EMC Online Support website is the good place to visit for information about Isilon products. Log onto support.emc.com to access Isilon support content such as:

  • Current Isilon software and firmware releases
  • Supportability and compatibility guides
  • Knowledgebase articles
  • Administration guides
  • Patches for Isilon OneFS
  • OneFS release notes
  • Product downloads

Quickly find Isilon support content

EMC Online Support uses a product-focused navigation and search engine infrastructure. It helps to focus your search on the Isilon product you’re most interested in. Start at the Support by Product page and select a product, such as Isilon OneFS. You’ll land on the OneFS support page, which contains links to useful content and topics.

For more tips on how to quickly locate the information you need, watch our ID.TV video, “How to find Isilon content on EMC Online Support.”

Welcome to the ISI Knowledge blog

Kirsten Gantenbein

Kirsten Gantenbein

Principal Content Strategist at EMC Isilon Storage Division
Kirsten Gantenbein
Kirsten Gantenbein

Hello!

Welcome to the Isilon Information Development (ID) group blog, ISI Knowledge. Our group writes product guides, knowledgebase articles, release notes, and technical white papers. We also produce an ongoing video series called ID.TV. Our goal is to create a wide variety of Isilon product and support content to help you make the most of your Isilon products. We love what we do!

You can find our content on EMC Online Support, EMC.com, and YouTube.

A source for Isilon support content

So what can you find on the ISI Knowledge blog? We’ll post highlights and links to the most helpful Isilon support content we have to offer. Visit us weekly to read about:

  • New videos
  • Popular support topics
  • Product tips and techniques
  • Announcements and updates from the ID group

And be sure to tell us which Isilon support topics you most want to hear about. You can leave a comment on this blog or email us at isi.knowledge@emc.com.

We hope to hear from you!