In some cases, these may even solve your issue and there is no need for a Service Request! If non critical/business impacting, have you opened a forum discussion around the issue? This will not only get support but any customers that are active on the forum the ability to supply input, and responses.Īlso, have you looked at our customer troubleshooting guides? These guides, as they are published, will give you the opportunity to get the troubleshooting going and log your session for Support. If so, please be ready to do this with Support during your troubleshooting, preferably live on a webex.ħ.If you have used the self service platform for log analysis please upload the resulting zip file as an attachment to the SR: Isilon’s Self-Service Platform (SSP), a troubleshooting and prevention utility is now available for customer use!Ĩ. Can you consistently reproduce this issue? This will more than likely be relevant to troubleshooting.Ħ. Please also note if your affected clients are all in one building, zone, etc. How do your affected clients connect to the cluster? (i.e. Approximate number of clients being affected by this issueĥ. Serial number(s) of node(s) that are affected (if applicable)Ĥ. If any KB’s or other documentation/forum been followed are you able to supply a link or a quick outline of what was done to troubleshoot?ģ. Remember! If you have ESRS enabled please supply a valid serial number to have us gather the logs for you!Ģ. Include your cluster name(s) and OneFS version(s) or the log file names in your issue description as well so we can locate your logs quickly and start troubleshooting with you! A log gather from your affected Isilon cluster(s) How to collect node information, including log files Katie, Shane, and Dave here with some tips, tricks, and gotchas for opening an SR with Support and moving your issue to resolution quickly and accurately.įirst off, what DOES Support need in order to start troubleshooting your issue? The best information to include:ġ. Energy, Climate Action & Sustainability.APEX Cloud Platform for Red Hat OpenShift.APEX Cloud Platform for Microsoft Azure.APEX Data Storage Services Backup Target.
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