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Knowledge Base

Smarts IP/SAM: What data and logs should be uploaded when opening Smarts SAM or Smarts IP Service Requests? (322817)

Last Updated: 3/22/2024Categories: How toTotal Views: 1785Language:
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What data and logs should be uploaded when opening Smarts SAM or Smarts IP Service Requests?

When an EMC Smarts Service Request is opened, it should contain all information relevant to the issue and should have the appropriate data uploaded to Powerlink. This will increase the speed of the investigation and resolution to the issue. The following sections of this Fix statement explain the basic logs and data required for Smarts SAM and Smarts IP Service Requests.

Smarts SAM Service Request requirements
The Basic logs and data required for a Smarts SAM Service Request are:

Smarts SAM version - the output of BASEDIR/SAM/smarts/bin/sm_server --version

The OS type and version of the device that is running the Smarts SAM domain

A copy of the SAM domain repository - located in BASEDIR/SAM/smarts/local/repos/icf/domain-name.rps

The domain log files - located in BASEDIR/SAM/smarts/local/logs/ (note that log files and audit files may be required)

Additional useful Information for Smarts SAM Service Requests

If there was a crash resulting in a coredump, the customer should include the core file for that crash

For any major outage, the sm_monitor data for the device from the time of the issue. sm_monitor is an EMC support tool that will provide EMC engineering troubleshooting information in addition to the logs. It should be run on all problematic domains or domains that have recently crashed. For more information on how to obtain sm_monitor, please contact EMC SMARTS support.

The customer should also include any information pertinent to customization within their environment and where applicable, should upload a zipped copy of the BASEDIR/SAM/smarts/local directory (the /repos and /logs directory may be left out of this upload if the appropriate logs and .rps files have been attached as specified above).

Smarts IP Service Request requirements
The basic logs and data required for a Smarts IP Service Request are:

Smarts IP version - the output of BASEDIR/IP/smarts/bin/sm_server --version command

The OS type and version of the host that is running the Smarts IP domain

A copy of the IP domain repository - located in BASEDIR/IP/smarts/local/repos/icf/domain-name.rps

The IP domain log files - located in BASEDIR/IP/smarts/local/logs/ (note that log files and audit files may be required

Additional information for Smarts IP discovery issues
For all issues relating to a Smarts IP discovery of a device or missing information/connections relating to a device, the following information should also be uploaded to Powerlink:

Run an sm_snmpwalk of all devices involved: Upload the .mimic, .walk and .snap file to Powerlink. For any walk errors use the --dump option and include the .dump file in the Powerlink upload. For further information regarding sm_snmpwalk and certification, please see  Link Error:

Enable debugging: The following debug levels should be enabled as appropriate:

Print the debug messages in the InCharge log: This debug level will print all the messages in the .asl files where the DEBUG flag is set to TRUE. Use the following dmctl command:

dmctl -s <ServerName> -b <Broker> put ICF_TopologyManager::ICF-TopologyManager::DebugEnabled TRUE

Enable verbose logging of discovery progress: This debug level describes the discovery probes and end processing probes during discovery and includes different "closures". It will show discovery related information, for example, the input and output of the Discovery queue, SNMP, IP address used to discovery, error information for any ping and the status of the parameters we give in the seedfile. This debug level requires DebugEnabled to be set to TRUE. Use the following dmctl command:

dmctl -s <ServerName> -b <Broker> put ICF_TopologyManager::ICF-TopologyManager::LogDiscoveryProgress TRUE

Additional useful information for Smarts IP Service Requests

If there was a crash resulting in a coredump, you should include the core file for that crash.

For any major outage, the sm_monitor data for the domain from the time of the issue. The sm_monitor utility is an EMC support tool that will provide EMC engineering troubleshooting information in addition to the logs. The sm_monitor utility should be run on all problematic domains or domains that have recently crashed. For more information on how to obtain sm_monitor, contact EMC Smarts support (also see  Link Error: ).

Include any information pertinent to customization within your environment. Where applicable, upload a zipped copy of the BASEDIR/IP/smarts/local directory. Note that the /repos and /logs directory may be left out of this upload if the appropriate logs and rps files have been attached as specified above.

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