Technical data

Fabric OS Administrator’s Guide 10-3

Publication Number: 53-0000518-09

Gathering Information for Technical Support

4. Impact assessment and urgency:

• Is the switch down?

• Is it a standalone switch?

• How large is the fabric?

• Is the fabric redundant?

5. Run the supportSave command. (Refer to “Viewing and Saving Diagnostic Information” on

page 9-14 and “Setting Up Automatic Trace Dump Transfers” on page 9-15).

6. Document the sequence of events by answering the following questions:

• What happened just prior to the problem?

• Is the problem reproducible?

• If so, what are the steps to produce the problem?

• What configuration was in place when the problem occurred?

7. Did a failover occur?

8. Was security enabled?

9. Was POST enabled?

10. Are serial port (console) logs available?

11. Which CP blade was active? (only applicable to the SilkWorm 12000 or 24000)

12. What and when were the last actions or changes made to the system environment?

Use the following steps to retrieve as much of the following informational items as possible prior to

contacting the SAN technical support vendor.

1. Switch information:

• Serial number (located on the chassis)

• World Wide Name (obtain using licenseIdShow or wwn commands)

• Fabric OS version (obtain using version command)

• Switch Configuration settings

• supportSave output

• pdShow and save Core output

2. Host information:

• OS version and patch level

• HBA type

• HBA firmware version

• HBA driver version

• Configuration settings