Users Guide

Chapter 13 Troubleshooting
Capturing Snapshots of Library Information
Dell PowerVault ML6000 User’s Guide 381
Automatic ticket closure will only occur when you intentionally initiate a
reboot, by either restarting the library, shutting down the library, or
upgrading library firmware. Automatic ticket closure will not occur if the
library shuts down unexpectedly or if the power cord is unplugged.
You can always view closed tickets on the Web client by selecting Tools >
All RAS Tickets
and clicking the Include Closed Tickets check box. Tickets
that were auto-closed are designated as “Canceled.”
Automatic ticket closure is enabled by default. You can enable or disable
this feature from the operator panel.
The path to open the appropriate screen is:
• From the operator panel, select Tools > System Settings.
Capturing Snapshots of Library Information
Technical support personnel may ask you to perform the Capture
Snapshot operation, so they can better diagnose issues. The Capture
Snapshot
operation captures detailed information about the entire library
in a single ASCII file that can be e-mailed to technical support personnel.
The logged information consists of configuration data, status
information, and trace logs for library components. Trace logs collect
problem data and provide support personnel with vital library
information for troubleshooting and solving problems.
You can e-mail the snapshot file from both the operator panel and the
Web client. On the Web client, you can also download the Capture
Snapshot file to a computer. You cannot download Capture Snapshot
files from the library’s operator panel, and you cannot print Capture
Snapshot files from either the Web client or the operator panel.
Depending on the library configuration and your connection speed,
saving the Capture Snapshot file takes approximately 30 minutes. The
resulting file size can be large. Your firewall file-size limitations could
prohibit you from e-mailing the file.
On the Web client, ensure that the library e-mail account is appropriately
configured before you attempt to e-mail the snapshot from the library. If
the library e-mail account address is not configured, an error appears. For