Generate a Support Package
A Support Package contains files that allow MediaKind support to recreate your system configuration for testing and troubleshooting. On MK.IO the same process is called Collect device logs.
If the server is managed through MK.IO, you can also generate a Support Package from the MK.IO UI using Collect device logs. That flow runs from the cloud, so you do not need direct LAN or VPN access to the server, and it emails you a download link which can be forward to support.
Downloading a Support Package from the Servers page is not supported using Access remote UI. To generate a Support Package through MK.IO, use Collect device logs.
Generate a Support Package from the server UI
- Go to Servers and select a server.
- In the Actions column, click to open the Support Package generation page.
- Adjust the selection marks next to the collectors to control what the package contains. By default all collectors run.
- Click Generate to create a new Support Package.
- Click Download to save a copy of the Support Package.
The Support Package Generator creates compressed tar files in the most widely accepted (POSIX-PAX) format.
Open the file with a compliant utility such as 7-Zip (at least v21.07), WinRAR, or Linux tar. Other tools may corrupt the filenames.
Collect a Dell SupportAssist Collection
Generating a Dell SupportAssist Collection with the collect_dell_support_assist.sh script is available in Beam 1.9 and later.
A Dell SupportAssist Collection is a hardware diagnostic bundle gathered from the server's iDRAC. Collect it when you need deeper hardware-level diagnostics than the standard Support Package provides, for example when investigating a suspected hardware fault with Dell or MediaKind support.
In Beam 1.9 and later, the SupportAssist Collection is included automatically in the Host collector of the Support Package, so you do not need to run this script separately.
Generate a Dell SupportAssist Collection
Run the collect_dell_support_assist.sh script on the server over SSH, then copy the resulting zip file to your workstation.
Connect to the server
Connect to the server over SSH as a user with sudo privileges.
Run the collection script
Run the script as root. The script clears the iDRAC job queue, accepts the SupportAssist EULA, collects the logs from the iDRAC, and exports them to a zip file. Collection can take several minutes.
sudo collect_dell_support_assist.shThe script accepts the following options:
--output-file <path>: output file path. Defaults to/tmp/dell_supportassist.zip.-h,--help: display help and exit.
If the export fails, the iDRAC may be in a state where it cannot start new jobs or copy collections; in this case, answer y at the interactive prompt, to reset the iDRAC and retry. The reset itself takes a few minutes.
Copy the collection off the server
From your workstation, use scp to copy the zip file off the server:
scp mfeng@<server-ip>:/tmp/dell_supportassist.zip .Adjust the source path if you used --output-file. You can then attach the zip file to your support case.