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KB780 - Generating fio-bugreport Output

Published 11/10/2017 07:04 PM   |    Updated 11/17/2017 02:50 PM

Overview

One of the most important tasks you will be asked to perform when contacting the Fusion-io Support Team is to generate fio-bugreport output that the Support team can use to analyze and diagnose product issues and errors. By generating this output and sending this output file to Fusion-io Technical Support, the Support team can quickly review errors and issues and work with you to fix these issues so your Fusion device operates properly. This output file can be generated on all supported platforms, and the steps are listed in the sections below.

Generating fio-bugreport Output Using Windows

If you are using Windows and need to generate fio-bugreport output for Fusion-io Support, perform the steps listed in the table below.

Step Action
1 Open a Command Prompt as Administrator. Depending on the Windows version, you may need to log in as Administrator or right-click and select Run as administrator. If you are running as Administrator, the command utility will not collect vital troubleshooting data that the Fusion-io Support needs to analyze and diagnose Fusion device issues.
2 Make sure that the fio-bugreport command utility is in your command path. If the Fusion-io utilities are not in your path, search for fio-bugreport.exe to locate the utility
3 Execute the following command in your terminal window:
fio-bugreport.exe
4 The results are saved in the directory from which the command was run as a file named fio-bugreport-<date>.cab (the actual name will vary but will be displayed).

Generating fio-bugreport Output for non-Windows Platforms

If you are using Linux, VMware, or other non-Windows platforms, and need to generate fio-bugreport output for Fusion-io Support, perform the steps listed in the table below.

Step Action
1 Ensure that you are logged in as root. Alternatively, you may be able to use sudo to run fio-bugreport as root.
If you are not already root,then the command utility to collect troubleshooting data will not be able to collect this vital troubleshooting data. Without this troubleshooting data, Fusion-io Support will request that you run the fio-bugreport command utility again to make sure you gather this data.
2 Ensure the fio-bugreport command utility is in your command path. If the Fusion-io utilities are not already in your path, check the manual or alternatively, run the following command to locate the utility:
# find / -name fio-bugreport
3 Open a terminal window and execute the following command:
# fio-bugreport
4 The results are saved as a file named /tmp/fio-bugreport-<date>.tar.bz2 (the exact name will be displayed and may vary by platform)

Sending the fio-bugreport Output To Fusion-io Support

Once you have generated the fio-bugreport output, you need to then send this output to the Fusion-io Support team for analysis and review. The process to send fio-bugreport output to the Fusion-io Support team is described in the table below.

Step Action Description
1 Open a case with the Fusion-io Customer Services & Support team. Assuming that you already have a Fusion-io Support account and have logged into your account, perform the following steps:
  1. Click on the Cases tab. 
  2. Select the Create New Case button. A new Support case is created.
  3. In the Case Information tab,enter the following information.
    1. Contact Name - Name of your Fusion-io Support representative
    2. Purchased From - From the drop-down menu,select the entry corresponding to where you purchased your product from.
    3. Product Software - From the drop-down menu,select the software version you are currently using.
  4. In the Case Information section,enter the following information.
    1. Status - The status of the support case. When you create a new case,your selection will be New.
    2. Severity - The severity of the support case.
    3. ioMemory Device - The specific ioMemory device you are using.
  5. In the Description section,enter the following information.
    1. Summary - A brief summary of the issue you are reporting in the support case.
    2. Description - A detailed description of the problem/issue you are reporting in your support case.
  6. Click Submit. The Support case is then generated.
2 Attach the fio-bugreport output to the case. Once you have created the Support case, you will see the details of the case you just created. To attach the fio-bugreport, perform the following steps.
  1. In the Attachments section,click the Upload a File button.
  2. Select the location of the fio-bugreport file and click Attach.
  3. The fio-bugreport file is then attached to your Support case.

In the case where you have difficulty attaching fio-bugreport output to your Support case, the Fusion-io Support team has enabled you to use the https://dropoff.fusionio.com service to attach these files and send them to the Support team.

The Fusion-io Support team no longer recommends you to send fio-bugreport output to support@fusionio.com due to firewall issues.