Procedure: Collecting information for support

IBM support might ask you to collect trace files and dump files from your system to help them resolve a problem.

The management GUI and the service assistant have features to assist you in collecting the required information. The management GUI collects information from all the components in the system. The service assistant collects information from a single node canister. When the information that is collected is packaged together in a single file, the file is called a snap.

Special tools that are only available to the support teams are required to interpret the contents of the support package. The files are not designed for customer use.

Always follow the instructions that are given by the support team to determine whether to collect the package by using the management GUI or the service assistant. Instruction is also given for which package content option is required.

If you are collecting the package by using the management GUI, select Settings > Support. Click Download Support Package. Follow the instructions to download the appropriate log files.
If you are collecting the package by using the service assistant, ensure that the node that you want to collect logs from is the current node. Select the Collect Logs option from the navigation. You can collect a support package or copy an individual file from the node canister. Follow the instructions to collect the information.