Dell DR4000 Administrator Guide - Page 129

Getting Help, Before Contacting Dell Support

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9 Getting Help Before Contacting Dell Support If you encounter an error condition or operational issue, Dell recommends that you first attempt to see if you can resolve it using the supporting Dell documentation before you attempt to contact Dell Support for technical assistance. To help isolate or diagnose any basic issues you encounter with the Dell DR4000 system, Dell recommends that you perform the following tasks: • Refer to the Dell DR4000 System Administrator Guide to verify if it contains information that can explain or resolve your issue (see "Troubleshooting and Maintenance" on page 85). • Refer to the Dell DR4000 System Command Line Reference Guide to verify if it contains information that can explain or resolve your issue. • Read the Dell DR4000 System Release Notes to verify if it contains information that can explain or resolve your issue. • Locate your Dell support account number and password, understand your type of support account, and be ready to provide details about the system operations you were performing. • Record the content of any status or error dialog messages that you received, and the sequence in which they were displayed. • Generate a current version diagnostics file (or if this is not possible, locate your latest existing diagnostics file). - Using the DR4000 system GUI, click Diagnostics Generate to generate a diagnostics file using the user interface. - Using the DR4000 system CLI, at the system prompt enter the command, diagnostics --collect to generate a diagnostics file. (For more information, see the Dell DR4000 System Command Line Reference Guide.) NOTE: For best results in addressing replication issues, you should generate diagnostics files on both DR4000 source and target systems as close in time as possible. DELL CONFIDENTIAL - PRELIMINARY 1/10/12 - FOR PROOF ONLY Getting Help 121

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Getting Help
121
DELL CONFIDENTIAL – PRELIMINARY 1/10/12 - FOR PROOF ONLY
9
Getting Help
Before Contacting Dell Support
If you encounter an error condition or operational issue, Dell recommends
that you first attempt to see if you can resolve it using the supporting Dell
documentation before you attempt to contact Dell Support for technical
assistance.
To help isolate or diagnose any basic issues you encounter with the Dell
DR4000 system, Dell recommends that you perform the following tasks:
•
Refer to the
Dell DR4000 System Administrator Guide
to verify if it
contains information that can explain or resolve your issue (see
"Troubleshooting and Maintenance" on page 85).
•
Refer to the
Dell DR4000 System Command Line Reference Guide
to
verify if it contains information that can explain or resolve your issue.
•
Read the
Dell DR4000 System Release Notes
to verify if it contains
information that can explain or resolve your issue.
•
Locate your Dell support account number and password, understand
your type of support account, and be ready to provide details about the
system operations you were performing.
•
Record the content of any status or error dialog messages that you
received, and the sequence in which they were displayed.
•
Generate a current version diagnostics file (or if this is not possible,
locate your latest existing diagnostics file).
–
Using the DR4000 system GUI, click
Diagnostics
Generate
to
generate a diagnostics file using the user interface.
–
Using the DR4000 system CLI, at the system prompt enter the
command,
diagnostics --collect
to generate a diagnostics file. (For
more information, see the
Dell DR4000 System Command Line
Reference Guide
.)
NOTE:
For best results in addressing replication issues, you should generate
diagnostics files on both DR4000 source and target systems as close in time as
possible.