Support Bundles

The appliance can generate support bundles containing system configuration information and core files for use by Oracle support personnel for troubleshooting system problems. When the Phone Home service is enabled, support bundles are generated automatically and securely uploaded in response to faults. You can also manually generate and upload bundles using the BUI or CLI.

To facilitate support bundle uploads, you must first:

• Create an Oracle Single Sign-On account

• Register the appliance with the service Phone Home Service in Oracle ZFS Storage Appliance Administration Guide .

Once generated, support bundles are authenticated and securely uploaded to OracleService at https://transport.oracle.com. After a support bundle has been successfully uploaded, the support bundle and core files are automatically deleted from the appliance.

If you have not registered the appliance with Phone Home before a support bundle is uploaded, you are given the option to continue collecting the bundle for local analysis or to cancel the upload.

Managing Support Bundles Using the BUI

Use the following procedure to generate and upload a support bundle.

Generating and Uploading a Support Bundle Using the BUI

1. Be sure the Phone Home service is configured for the appliance.

   If Phone Home is not configured, the following message is displayed:

   Note: You must register for Phone Home before uploading support bundles to Oracle Support. Continue to collect the bundle for local analysis, or Cancel to register your account and activate Phone Home.

2. Go to Maintenance > System.
3. Click the add icon next to Support Bundles.
4. Enter the Service Request (SR) number that was provided to you by Oracle support. The SR format is 3-nnnnnnnnnn, where n is a digit between 0 and 9.

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   Note -  If you do not enter an SR number, the support bundle will be deleted within 72 hours of arrival.

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Support Bundle Options

For each support bundle currently being generated or uploaded or which has failed to upload, the following BUI options may be available:

Icon Description Cancel the current operation. If the bundle is being generated, it will be deleted. If the bundle is being uploaded, the upload will be cancelled and the appliance will not retry it later. Download the support bundle. Try again to upload the bundle to support. Cancel any pending operation and delete the support bundle.

Managing Support Bundles Using the CLI

To generate and upload a new support bundle, use the sendbundle command followed by the SR number:

loader:> maintenance system 
loader:maintenance system> sendbundle 3-7596250401
A support bundle is being created and sent to Oracle. You will receive an alert
when the bundle has finished uploading. Please save the following filename, as
Oracle support personnel will need it in order to access the bundle:

   /upload/issue/3-7596250401/3-7596250401_ak.9a4c3d7b-50c5-6eb9-c2a6-ec9808ae1cd8.tar.gz

To view details, use the list and select commands from the maintenance system bundles context in the CLI, as follows:

loader:maintenance system> bundles
loader:maintenance system bundles> list
Bundles:
BUNDLE                                    SRNUMBER          STATUS        PROGRESS
5ff532a2-2377-e72d-b0fe-f2efc2aa8aaf       -               Building          50  %

To select a bundle, specify the uuid only, or the SR number and uuid, as shown in the following examples:

loader:maintenance system bundles> select 5ff532a2-2377-e72d-b0fe-f2efc2aa8aaf
loader:maintenance system bundles 5ff532a2-2377-e72d-b0fe-f2efc2aa8aaf> show
Properties:
                     filename = /upload/uuid/5ff532a2-2377-e72d-b0fe-f2efc2aa8aaf/ak.
       5ff532a2-2377-e72d-b0fe-f2efc2aa8aaf.tar.gz
                       status = building
                         date = 2014-1-9 17:42:09
                         type = User initiated
                step_progress = 50

loader:maintenance system bundles> select 3-7596250401_9a4c3d7b-50c5-6eb9-c2a6-ec9808ae1cd8 
loader:maintenance system bundles 3-7596250401_3f6c9960-ef06-68df-c5f9-ec640e807ad3> list
Properties:
          filename = /upload/issue/3-7596250401_3f6c9960-ef06-68df-c5f9-ec640e807ad3.tar.gz
          status = uploading
            date = 2014-1-9 17:42:09
            type = User initiated
                step_progress = 14.709744730821669

These read-only properties indicate that the appliance is 14% of the way through uploading the file. To retry a failed upload or cancel a pending operation, enter the retry and cancel commands respectively.

To delete a support bundle, use the destroy command.