Users Guide

3. Select the I agree to allow SupportAssist to use this data option and click Export.
4. After the iDRAC Service Module has completed transferring the OS and application data to iDRAC, it is packaged along with
the hardware data and the final report is generated. A message appears to save the report.
5. Specify the location to save the SupportAssist collection.
Generating SupportAssist Collection manually
When iSM is not installed, you can manually run the OS collector tool to generate the SupportAssist collection. You must run OS
Collector tool on the server OS to export the OS and application data. A virtual USB device labeled DRACRW appears in the server
operating system. This device contains the OS Collector file that is specific for the host operating system. Run the file specific for
the operating system from the server OS to collect and transfer the data to iDRAC. You can then export the data to a local or
network shared location.
In Dell’s 13th generation of PowerEdge servers, the OS collector DUP is installed in factory. However, if you determine that OS
Collector is not present in iDRAC, then you can download the DUP file from the Dell support site and then upload the file to iDRAC
using the Firmware Update process.
Before you manually generate the SupportAssist collection using the OS collector tool, do the following on the host operating
system:
• On Linux operating system: Check if the IPMI service is running. If it is not running, you must manually start the service. The
following table provides the commands that you can use to check the IPMI service status and start the service (if required) for
each Linux OS.
Linux Operating System Command to Check the IPMI Service
Status
Command to Start the IPMI Service
Red Hat Enterprise Linux 5 64-bit
Red Hat Enterprise Linux 6
SUSE Linux Enterprise Server 11
CentOS 6
Oracle VM
Oracle Linux 6.4
$ service ipmi status $ service ipmi start
Red Hat Enterprise Linux 7 $ systemctl status
ipmi.service
$ systemctl start
ipmi.service
NOTE:
– CentOS is supported only for iDRAC Service Module 2.0 or later.
– If the IPMI modules are not present, then you can install the respective modules from the OS distribution media. The
service starts once the installation is complete.
• On Windows operating system:
– Check if the WMI service is running:
* If WMI is stopped, OS Collector starts the WMI automatically and continues with the collection.
* If WMI is disabled, OS Collector collection stops with an error message.
– Check the appropriate privilege levels and make sure there is no Firewall or security settings that is preventing to get the
registry or software data.
Generating SupportAssist Collection manually using iDRAC web interface
To generate the SupportAssist collection manually:
1. In the iDRAC Web interface, go to Overview → Server → Troubleshooting → SupportAssist.
The SupportAssist page is displayed.
2. Select options for which you want to collect the data:
• Hardware to export the report to a location on the local system
• OS and Application Data to export the report to a network share and specify the network settings.
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