What can we collect before opening a case for Unified Computing System(UCS) ?
Generic Details
Serial Number and Part Details
UCS Server Serial Number : e.g. XXXXXXX in Serial number field. Check UCSM or CIMC
Product ID(PID) or part number : e.g. UCSB-B200-M5-U - Serial number field. Check UCSM or CIMC
Contract Details
Cisco Contract Number : e.g. High-Touch Expert Care or Solution Support or SMART or SMARTnet contract number
Share: ISV1 contract for Cisco Support for Independent Software e.g. VMWare assistance
(Note : ISV1 stands for Independent Software Vendor Application Services)
Preferred Time and Timezone for customers
Preferred time to work :
Preferred Timezone to work to best suit customer timezone :
Note :
Cisco Worldwide Support Contacts is accessible 24 hours a day, 365 days a year.
https://www.cisco.com/c/en/us/support/web/tsd-cisco-worldwide-contacts.html
Technical Details
Logs from UCS Server
Standalone UCS Rack Server
CIMC Tech Support:
https://www.cisco.com/c/en/us/support/docs/servers-unified-computing/ucs-infrastructure-ucs-manager-software/211587-Visual-Guide-to-collect-UCS-Tech-Support.html#anc2
UCS Rack Server with UCS Manager Integrated
1. UCSM tech support - Select UCSM radio button to select
2. CIMC tech support - Select Rack Server radio button followed by Rack number
https://www.cisco.com/c/en/us/support/docs/servers-unified-computing/ucs-infrastructure-ucs-manager-software/211587-Visual-Guide-to-collect-UCS-Tech-Support.html#anc1
UCS Blade Server
1. UCSM tech support - Select UCSM radio button to select
2. Chassis tech support - Select Chassis radio button followed by Chassis number
https://www.cisco.com/c/en/us/support/docs/servers-unified-computing/ucs-infrastructure-ucs-manager-software/211587-Visual-Guide-to-collect-UCS-Tech-Support.html#anc1
Collect Information from the Host Operating System(OS)
Windows
Operating System Version : Open Powershell and apply the command systeminfo
Collect System Logs : https://support.microsoft.com/en-in/help/302542/how-to-diagnose-system-problems-with-event-viewer-in-microsoft-windows
Linux
Operating System Version : SSH to the Server or open command prompt and type hostnamectl OR cat /etc/redhat-release
Collecting Linux SOS Report : https://access.redhat.com/solutions/3592#command
VMWare
Operating System Version : vmware -vl
Build numbers and versions of VMware ESXi/ESX : https://kb.vmware.com/s/article/2143832
Collecting VMWare logs: https://kb.vmware.com/s/article/1010705
Cisco Hardware Compatibility List(HCL) Matrix
(Note : No Cisco Login is required for view mode)
Question :
Are the drivers as per Cisco Hardware Compatibility List(HCL) Matrix ?
Answer :
What we need to know before check :
Server Type : e.g. B-Series / C-Series UCSM Managed / C-Series - Standalone
Server Model : e.g. UCS B200-M3 / UCS C240-M5L
Processor Version : Intel 2650 v2 as Intel 2600 v2
Operating System : e.g. Microsoft/ VMWare
Operating System Version : e.x. ESXi 7.0
Note:
The driver version(e.g. enic, fnic, sas) versions are cisco recommended hence needs to verified and installed on the host operating system
How to verify and install the driver version on Host OS as per Cisco UCS HCL matrix
https://www.cisco.com/c/en/us/support/docs/servers-unified-computing/ucs-manager/116349-technote-product-00.html
How to upload logs to case
https://www.cisco.com/c/en/us/support/web/tac/tac-customer-file-uploads.html(many methods)
https://cway.cisco.com/csc/
Note : Chose the most appropriate technical keywords for the technical issue while opening Service requests
Disclaimer : The above details collected are basic and more details might be required as per Cisco TAC Troubleshooting.
