Using RACADM or iDRAC to generate support logs in Security Analytics

Products

• Security Analytics

Issue/Introduction

If there is a suspected hardware issue with a Dell appliance running Security Analytics, you can generate a TSR log bundle using RACADM at the command line.  iDRAC can also be used to generate the support bundle. The logs are also known as SupportAssist logs.

 

Resolution

The racadm utility is available in all 8.2.X releases.  For previous releases, you may need to install it following the directions at the end.

Follow these steps to generate a TSR from the CLI:

1. Add /opt/dell/srvadmin/sbin to your path by entering: export PATH=$PATH:/opt/dell/srvadmin/sbin
2. Run:  racadm set LifecycleController.LCAttributes.CollectSystemInventoryOnRestart 1
3. Change to the directory you wish to have the TSR file saved to.
4. Run:  racadm techsupreport collect -t SysInfo,TTYLog and press ENTER
5. Use: racadm jobqueue view and watch for the job to complete (takes several minutes)
6. Run: racadm techsupreport export -f <NAME>.zip and press ENTER
7. The file should then be saved to the location you are currently in.
8. Attach the TSR to the case. 
9. Include a shipping address with contact name and phone number.  Let support know if you would like a field technician to complete any replacements needed.

Included in the TSR zip file is a viewer.html.  By opening that file with a browser you can see a full set of logs along with the current status and configuration.

Additional Information

If you happen to see an error to "Retry" then either wait five minutes or run 'racadm jobqueue view' and watch for when the collect job completes to 100%.

The error returned if the collect job is not complete is -
ERROR: RAC1150: Unable to complete the export operation.
    Retry the export operation after five minutes

Integrated Dell Remote Access Controller 9 RACADM CLI Guide

RACADM is included with Security Analytics 8.1.x and greater.  If for some reason if it is not already installed, you can download the installer here: Dell EMC iDRAC Tools for Linux, v9.4.0

To install RACADM, do the following:

1. Look for the "gnu zip file for software installation"
2. scp to the server to the /home directory and unzip (tar -xzf filename.tar.gz)
3. cd to iDRACTools/racadm and run  ./install_racadm.sh
4. Re-establish your SSH session and racadm should be in your path

To uninstall RACADM, do the following:

1. Assuming RACADM was installed using the above procedure, go to the iDRACTools/racadm directory.
2. Run:  ./uninstall_racadm.sh
3. Re-establish your SSH session to complete the uninstallation.

If you have access to iDRAC, the TSR can be downloaded through the iDRAC user interface.  For steps on how to do that, see the following links:

iDRAC 7/8: Export a SupportAssist Collection over iDRAC7 and iDRAC8
iDRAC 9: Export a SupportAssist Collection Using an iDRAC9