JBOD/JBOF - How to gather logs for support

Note: The following log collections instructions also apply to the following Storage Servers; Serv60+8, Serv24-A

Note: The Ultrastar Serv24, Serv24-A and Serv24-HA products are not officially supported by the WDDCS Tool. The WDDCS Tool will work to collect logs on the Serv24-A product.

How to gather the logs

1. Install the SG3 and SMP Utils

        Before installing the WDDCS Tool, sg3_utils version 1.42 (Windows and Linux) and smp_utils version .98 (Linux only) need to be installed.

• • Linux & Windows sg3_utils download here
    • Note: For Windows it is recomended to add sg3_utils to the PATH environment variable.
    • If using Linux run the command "rpm -qa | grep sg3_utils" to ensure that sg3_utils version 1.42 is installed 
      • Example output sg3-utils-1.42-1.x86_64

• • SMP Utils download here

2. Download the WDDCS Tool

• • Linux download here 

• • Windows download here

3. Install the WDDCS Tool

 Refer to the Installation instruction of the WDDCS Tool User Guide found here.

4. Run the WDDCS Tool command to gather logs

The wddcs getlog all command is used to capture all log data for all SEP devices within HGST/WD-developed enclosures, and is the preferred method of gathering logs.

• • Run the command "wddcs getlog all"
    • Note: If the output destination isn't specified, the file will be saved to /tmp (for Linux) or C:\Users\<username>\AppData\Local\Temp\ (for Windows). 
      .

(Optional, but recommended) Gathering the HBA logs

It is not required but highly recommend to provide the HBA logs as well, particularly for disk issues as they can provide additional information for troubleshooting.  

WARNING: There is a known issue with LSIGet 052020 (May2020) and ScrutinyCLI version 26.0.0.0 which causes an IOM Expander crash and enclosure storage outage. 
Avoid using ScrutinyCLI 26.0.0.0 and LSIGet 052020. Previous versions of these tools do not exhibit this behavior. 

For more information see: https://support-en.westerndigital.com/app/answers/detail/a_id/29812

• • LSI Download link: LSIget data capture script (for DOS/Windows/Linux/VMware/Solaris)
  • Adaptec Download link: https://ask.adaptec.com/app/answers/detail/a_id/16887/kw/logs
  • ATTO Troubleshooting PDF link: https://www.atto.com/software/files/techpdfs/ExpressSAS-HBA-Troubleshooting.pdf  (Refer to Appendix A)

How to upload the logs

Alternatively you can email the logs directly to the support engineer who is working the case.

•  
• Navigate to the: WDC Enterprise Support Portal
  • Refer to the: Enterprise Support Center User Guide
• Attaching a file:
  •  To attach a file, click the Upload Files button.
     

• Then select the required file(s) and click the choose button. This will upload the file(s) to the case.

• Click Done when completed.

• The uploaded files can be seen in the case details. The files can be deleted using the trashcan icon on the right side.