HX Data Platform Support

HX Data Platform Support
• Using TAC Support for Troubleshooting, page 1
• Auto Support and Smart Call Home for HyperFlex, page 2
• Cisco HX Data Platform Support Bundles, page 7
Using TAC Support for Troubleshooting
This section lists common TAC support-assisted tasks, and describes how to configure automatic support
options and create HyperFlex support bundles.
Support bundles are a collection of logs from several components within and used by the HX Data Platform.
This includes:
• HX Data Platform Installer VM—Logs provide information about installation.
• Controller VM—Logs provide information about the HX Data Platform file system, cluster creation,
and cluster expansion.
• VMware ESXi host—Logs provide information about the nodes in the HX storage cluster.
• VMware vCenter—Logs provide information about the HX Data Platform Plug-in and the vCenter
server.
TAC uses support bundles to assist in troubleshooting your issues.
Common TAC-Assisted Support Topics
The following is a brief list of support topics that are best handled with Technical Assistance Center (TAC)
assistance:
• Adding disks to a node in the HX storage cluster fails to be recognized.
• Adding a node to the HX storage cluster fails.
• Changing the IP address for the HX storage cluster.
• Destroying a cluster, including destroying an encrypted cluster.
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HX Data Platform Support
Auto Support and Smart Call Home for HyperFlex
• Downgrading the HX Data Platform version.
• Failing HX storage cluster creation.
• Modifying a node rebalance timeout.
• Modifying VDI or VSI optimized deployment for the HX storage cluster.
• Removing a node in a 3-node cluster.
• Replacing a node in a 4-node cluster.
• Replacing a housekeeping SSD on HX240c servers.
• Reusing a removed node in another HX storage cluster.
• Reusing disks from a removed node.
• Setting the cleaner schedule for recovering storage.
• Setting the MTU value to something other than 9000.
• Sizing guidance for using non-default larger capacity SSD or HDD per server is supported.
• Uninstalling the HX Data Platform.
• Uninstalling the HX storage cluster.
• Upgrading the HX Data Platform from a version older than HX Data Platform version 1.7.1.
• Using the stcli commands whitelist or recreate.
Auto Support and Smart Call Home for HyperFlex
You can configure the HX storage cluster to send automated email notifications regarding documented events.
The data collected in the notifications can be used to help troubleshoot issues in your HX storage cluster.
Auto Support (ASUP)
Auto Support is the alert notification service provided through HX Data Platform. If you enable Auto Support,
notifications are sent from HX Data Platform to designated email addresses or email aliases that you want to
receive the notifications. Typically, Auto Support is configured during HX storage cluster creation by
configuring the SMTP mail server and adding email recipients.
If the Enable Auto Support check box was not selected during configuration, Auto Support can be enabled
post cluster creation using the following methods:
For this post cluster ASUP configuration method
See the following topic
HX Connect user interface
Configuring Auto Support Using HX Connect, on
page 3
Command Line Interface (CLI)
Configuring Notification Settings Using CLI, on page
4
REST APIs
Cisco HyperFlex Support REST APIs on Cisco
DevNet.
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HX Data Platform Support
Configuring Auto Support Using HX Connect
Auto Support can also be used to connect your HX storage cluster to monitoring tools.
Smart Call Home (SCH)
Smart Call Home is an automated support capability that monitors your HX storage clusters, and then flags
issues and initiates resolution before your business operations are affected. This results in higher network
availability and increased operational efficiency.
Call Home is a product feature embedded in the operating system of Cisco devices that detects and notifies
the user of a variety of fault conditions and critical system events. Smart Call Home adds automation and
convenience features to enhance basic Call Home functionality. After Smart Call Home is enabled, Call Home
messages/alerts are sent to Smart Call Home.
Smart Call Home is included with many Cisco service contracts and includes:
• Automated, around-the-clock device monitoring, proactive diagnostics, real-time email alerts, service
ticket notifications, and remediation recommendations.
• Proactive messaging, sent to your designated contacts, by capturing and processing Call Home diagnostics
and inventory alarms. These email messages contain links to the Smart Call Home portal and the TAC
case if one was automatically created.
• Expedited support from the Cisco Technical Assistance Center (TAC). With Smart Call Home, if an
alert is critical enough, a TAC case is automatically generated and routed to the appropriate support
team through https, with debug and other CLI output attached.
• Customized status reports and performance analysis.
• Web-based access to: all Call Home messages, diagnostics, and recommendations for remediation in
one place; TAC case status; and up-to-date inventory and configuration information for all Call Home
devices.
To ensure automatic communication among your HX storage cluster, you, and Support, see Configuring Smart
Call Home for Data Collection, on page 5.
Configuring Auto Support Using HX Connect
Typically, Auto Support (ASUP) is configured during HX storage cluster creation. If it was not, you can
enable it post cluster creation using the HX Connect user interface.
Step 1
Step 2
Log in to HX Connect.
In the banner, click Edit settings (gear icon) > Auto Support Settings and fill in the following fields.
UI Element
Essential Information
Enable Auto Support
(Recommended) check box
Configures Call home for this HX storage cluster by enabling:
• Data delivery to Cisco TAC for analysis.
• Notifications from Support as part of proactive support.
Send service ticket notifications to
field
Enter the email address that you want to receive the notifications.
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HX Data Platform Support
Configuring Notification Settings Using CLI
UI Element
Essential Information
Enable Remote Support check box
Enables access to your HX storage cluster by Support to collect information
about cluster operations to accelerate troubleshooting on reported anomalies.
Use Proxy Server check box
• Web Proxy Server
• Port
• Username
• Password
Step 3
Step 4
Click OK.
In the banner, click Edit settings (gear icon) > Notifications Settings and fill in the following fields.
UI Element
Essential Information
Send email notifications for alarms If checked, fill in the following fields:
check box
• Mail Server Address
• From Address—Enter the email address used to identify your HX storage
cluster in Support service tickets, and as the sender for Auto Support
notifications. Support information is currently not sent to this email
address.
• Recipient List (Comma separated)
Step 5
Click OK.
Configuring Notification Settings Using CLI
Use the following procedure to configure and verify that you are set up to receive alarm notifications from
your HX storage cluster.
Step 1
Step 2
Log in to a storage controller VM in your HX storage cluster using ssh.
Configure the SMTP mail server, then verify the configuration.
Email address used by the SMTP mail server to send email notifications to designated recipients.
Syntax: stcli
services smtp set [-h] --smtp SMTPSERVER --fromaddress FROMADDRESS
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HX Data Platform Support
Configuring Smart Call Home for Data Collection
Example:
# stcli services smtp set --smtp mailhost.eng.mycompany.com --fromaddress smtpnotice@mycompany.com
# stcli services smtp show
Step 3
Enable ASUP notifications.
# stcli services asup enable
Step 4
Add recipient email addresses, then verify the configuration.
List of email addresses or email aliases to receive email notifications. Separate multiple emails with a space.
Syntax: stcli
services asup recipients add --recipients RECIPIENTS
Example:
# stcli services asup recipients add --recipients user1@mycompany.com user2@mycompany.com
# stcli services asup show
Step 5
From the controller VM that owns the eth1:0 IP address for the HX storage cluster, send a test ASUP notification to your
email.
# sendasup -t
To determine the node that owns the eth1:0 IP address, log in to each storage controller VM in your HX storage cluster
using ssh and run the ifconfig command. Running the sendasup command from any other node does not return any
output and tests are not received by recipients.
Up to HyperFlex 2.0, the sendasup command could be run from any node in the HX storage cluster. Starting
in HyperFlex 2.1, the functionality changed and the command must be run on the controller VM that owns the
eth1:0 IP address for the HX storage cluster.
Configure your email server to allow email to be sent from the IP address of all the storage controller VMs.
Note
Step 6
After you enable ASUP, a health check email including an ASUP log is sent from the nodes in the HX storage
cluster once a day and once a week, as a weekly report. Ping email is sent from the nodes in the HX storage
cluster once an hour.
Configuring Smart Call Home for Data Collection
Data collection is enabled by default but, during installation, you can opt-out (disable). You can also enable
data collection post cluster creation. During an upgrade, Smart Call Home is set up based on your legacy
configuration. For example, if stcli services asup show is enabled, Smart Call Home is enabled on upgrade.
Data collection about your HX storage cluster is forwarded to Cisco TAC through https. If you have a firewall
installed, configuring a proxy server for Smart Call Home is completed post cluster creation.
Note
In HyperFlex Data Platform release 2.5(1.a), Smart Call Home Service Request (SR) generation does not
use a proxy server.
Using Smart Call Home requires the following:
• A Cisco.com ID associated with a corresponding Cisco Unified Computing Support Service or Cisco
Unified Computing Mission Critical Support Service contract for your company.
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HX Data Platform Support
Configuring Smart Call Home for Data Collection
• Cisco Unified Computing Support Service or Cisco Unified Computing Mission Critical Support Service
for the device to be registered.
Step 1
Step 2
Log in to a storage controller VM in your HX storage cluster.
Register your HX storage cluster with Support.
Registering your HX storage cluster adds identification to the collected data and automatically enables Smart Call Home.
To register your HX storage cluster, you need to specify an email address. After registration, this email address receives
support notifications whenever there is an issue and a TAC service request is generated.
Syntax:
stcli services sch set [-h] --email EMAILADDRESS
Example:
# stcli services sch set --email name@company.com
Step 3
Verify data flow from your HX storage cluster to Support is operational.
Operational data flow ensures that pertinent information is readily available to help Support troubleshoot any issues that
might arise.
# asupcli ping
If you upgraded your HX storage cluster from HyperFlex 1.7.1 to 2.1.1b, also run the following command:
# asupcli post --type alert
Contact Support if you receive the following error:
root@ucs-stctlvm-554-1:/tmp# asupcli post --type alert
/bin/sh: 1: ansible: not found
Failed to post - not enough arguments for format string
root@ucs-stctlvm-554-1:/tmp#
Step 4
(Optional) Configure a proxy server to enable Smart Call Home access through port 443.
If your HX storage cluster is behind a firewall, after cluster creation, you must configure the Smart Call Home proxy
server. Support collects data at the url: https://diag.hyperflex.io:443 endpoint.
1 Clear any existing registration email and proxy settings.
# stcli services sch clear
2 Set the proxy and registration email.
Syntax:
stcli services sch set [-h] --email EMAILADDRESS [--proxy-url PROXYURL] [--proxy-port PROXYPORT]
[--proxy-user PROXYUSER] [--proxy-password PROXYPASSWORD] [--portal-url PORTALURL]
Syntax Description
Option
Required or Optional
Description
--email EMAILADDRESS
Required.
Add an email address for someone to receive email
from Cisco support. Recommendation is to use a
distribution list or alias.
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HX Data Platform Support
Cisco HX Data Platform Support Bundles
Option
Required or Optional
Description
--portal-url PORTALURL
Optional.
Specify an alternative Smart Call Home portal url, if
applicable
--proxy-url PROXYURL
Optional.
Specify the HTTP proxy URL, if applicable.
--proxy-port PROXYPORT
Optional.
Specify the HTTP proxy port, if applicable.
--proxy-user PROXYUSER
Optional.
Specify the HTTP proxy user, if applicable.
--proxy-password
PROXYPASSWORD
Optional.
Specify the HTTP proxy password, if applicable.
Example:
# stcli services sch set
--email name@company.com
--proxy-url www.company.com
--proxy-port 443
--proxy-user admin
--proxy-password adminpassword
3 Ping to verify the proxy server is working and data can flow from your HX storage cluster to the Support location.
# asupcli ping
Step 5
Verify Smart Call Home is enabled.
When Smart Call Home configuration is set, it is automatically enabled.
# stcli services sch show
If Smart Call Home is disabled, enable it manually.
# stcli services sch enable
Step 6
Enable Auto Support (ASUP) notifications.
Typically, Auto Support (ASUP) is configured during HX storage cluster creation. If it was not, you can enable it post
cluster creation using HX Connect or CLI. For more information, see Auto Support and Smart Call Home for HyperFlex,
on page 2.
Cisco HX Data Platform Support Bundles
You can generate a support bundle through command line interface or the vCenter Web Client. The command
line option is much faster than traditional log collection through the vCenter Web Client.
Through the HX Connect user interface, you can also generate a support bundle that collects the logs from
every controller VM and ESXi host in the HX storage cluster. The vCenter logs are not collected through HX
Connect.
All support bundle timestamps are listed in the UTC timezone regardless of cluster timezone or server timezone
settings.
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HX Data Platform Support
Generating a Support Bundle Using HX Connect
After you generate a support bundle, you can upload it to the HX Data Platform FTP server for use by TAC.
You can also download an existing support bundle.
Generating a Support Bundle Using HX Connect
You can use the HX Connect user interface to generate a support bundle that collects the logs from every
controller VM and ESXi host in the local HX storage cluster. If you are using replication to protect your
virtual machines and their data, when you need to generate a support bundle, you also need to generate a
support bundle from the remote HX storage cluster. The vCenter logs are not collected through HX Connect.
Step 1
Step 2
Log in to HX Connect.
In the banner, click Edit settings (gear icon) > Support Bundle.
Alternatively, click System Information > Support Bundle.
Step 3
Click Generate.
Creating the support bundle can take one to two hours.
Step 4
When the support bundle displays, click supportBundle.zip to download the file to your local computer.
Downloading the support bundle can take one to two hours.
You download an existing support bundle in the same way.
What to Do Next
You can now upload the file to the HX Data Platform FTP server.
Generating an Audit Log
When you generate a support bundle through the HX Connect user interface, audit logs are automatically
included.
Step 1
Generate and download a support bundle. See Generating a Support Bundle Using HX Connect, on page 8
If you prefer, you can download an existing support bundle.
Step 2
Step 3
Unzip the support bundle and extract the files to your local computer.
In each controller VM, search for /var/log/shell.log.
Step 4
Open each shell.log file and search for the audit trail records using keyword stcli.
This log contains an audit of stcli calls that are invoked in the shell.
Example:
2017-07-14T16:48:39.135+00:00 SpringpathControllerHOCBY4KNF1 shell: [pid=20396, uid=0] stcli cluster
restart
Where
• 2017-07-14T16:48:39.135+00:00 is the time when the stcli command was invoked.
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Collecting Logs from Controller VMs
• uid=0 specifies the user ID of the user who invoked the stcli command. In the example, the user ID is 0 and the
user is root.
• stcli
cluster restart
command provides the stcli command that was executed.
Step 5
In each controller VM, search for /var/log/springpath/audit-rest.log.
Step 6
Open each audit-rest.log file and search for the audit trail records using keyword audit.
This log contains an audit of REST APIs.
Example:
2017-06-29-23:26:38.096 - Audit - 127.0.0.1 -> 127.0.0.1 - create
/rest/datastores/00000000d8902473:00000000000100ef?action=mount; 200; administrator@vsphere.local
555ms
Where
• 2017-06-29-23:26:38.096 is the time when the REST API was invoked.
• 127.0.0.1 is the IP address from which the call arrived.
• create is the action that was performed.
• /rest/datastores/00000000d8902473:00000000000100ef?action=mount is the resource that is accessed with
parameters.
• 200 is the HTTP status of this action.
• administrator@vsphere.local is the user who invoked this REST API.
• 555ms is the time taken for this operation.
Step 7
Collect all audit trail records from the previous steps and save them in separate files.
Collecting Logs from Controller VMs
There are two options for collecting controller VM logs.
Step 1
Option 1
a) Log in to each controller VM using ssh.
b) Run the command: storfs-support
Generating the logs takes about 2 minutes.
c) Locate the tar.gz log file in the /var/support directory. For example:
storfs-support_2016-06-22--06-06-33_ucs--stctlvm-123-1.eng.storvisor.com.tar.gz
d) Upload the tar.gz file from the controller VM to the HX Data Platform FTP server.
Step 2
Option 2
a) Log in to each controller VM using ssh.
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Collecting Logs from ESXi Hosts
b) Run the command: asupcli post --type asup
c) If Smart Call Home is disabled, the tar.gz file that is generated can be found in the
directory.
This file also contains the log from the respective ESXi host.
/var/support/asup_default
d) Upload the tar.gz file from the controller VM to the HX Data Platform FTP server.
Collecting Logs from ESXi Hosts
There are two options for collecting ESXi host logs.
Step 1
Option 1
a) Log in to each ESXi host using ssh.
b) Run the command: vm-support
Generating the logs takes about 5 minutes.
c) Locate the .tgz file in the /var/tmp directory. For example:
esx-localhost-2016-06-22--06.09.tgz
d) Upload the .tgz file from the ESXi host to the HX Data Platform FTP server.
Step 2
Option 2
a) Log in to each controller VM using ssh.
b) Run the command: asupcli collect --type esx --subtype full
c) Upload the tar.gz file in the /var/support/esx-asup-default directory from each controller VM to the HX Data
Platform FTP server.
The tar.gz file contains only ESXi logs. If TAC requested all logs, see Collecting Logs from Controller VMs, on
page 9.
Out of Space Error When Generating a Support Bundle
An out of space error occurs when the storage controller VM does not have sufficient space left to generate
the support bundle, typically due to the size of the core file or previously-generated log files consuming space.
The following error displays when you are using the vm-support command to generate support bundles:
error = [Errno 28] No space left
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HX Data Platform Support
Collecting Deployment Logs from the Cisco HX Data Platform Installer VM
To generate a support bundle when you receive this error:
Step 1
Step 2
Step 3
Delete or move the core file and existing log files to a location outside of the storage controller VM.
Log in to the command line of the storage controller VM.
Generate a light support bundle.
# storfs-support
Collecting Deployment Logs from the Cisco HX Data Platform Installer VM
Step 1
Log in to the HX Data Platform Installer VM using ssh and the following credentials:
• Username: root
• Password: Cisco123
Step 2
Run the command: deployment-support
Generating the logs takes less than a minute.
Step 3
Locate the tar.gz logs in the /var/support directory. For example:
storfs-support_2016-06-22--06-25-35_Cisco-HX-Data-Platform-Installer.tar.gz
Step 4
Upload the .tar.gz file to the Cisco FTP server.
Collecting Logs from the vCenter Server
Step 1
Step 2
Log in to the vCenter server using ssh.
Run the command: vc-support -l
Generating the logs takes about 10-20 minutes depending on the number of nodes that are running in the vCenter server.
Step 3
Step 4
Locate the logs in the /storage/log directory.
Upload the logs to the Cisco FTP server.
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HX Data Platform Support
Collecting Logs from vSphere Web Client
Collecting Logs from vSphere Web Client
You can selectively collect all or some of the logs for the Cisco HX Data Platform storage cluster ESXi hosts,
controller VMs, and vCenter server through thevSphere Web Client.
Step 1
Step 2
Step 3
Step 4
Step 5
Log in to the vSphere Web Client. Through the Navigator, select vCenter Inventory Lists > Resources > vCenter
Servers > server.
Right-click the vCenter server for the HX Data Platform cluster and select Export System Logs.
From the Source panel, select the servers from which you want to collect the logs.
Optionally, to include the vCenter logs, select Include vCenter Server and vSphere Web Client logs, and click Next.
From the Ready to Complete panel, select the system logs to include.
Select Virtual Machines to ensure the logs from the controller VMs for each selected server are included.
Step 6
Click Generate Log Bundle.
Generating the logs takes about 40-50 minutes.
Step 7
When the logs are completed:
a) Click Download Log Bundle.
b) Specify a location to download the support bundle. For example, download the files to your local PC.
c) Click Finish.
d) Upload the files to the Cisco FTP server.
Collecting Logs from the Cisco HX Data Platform Plug-in
You can use the HX Data Platform Plug-in to collect the logs for just the HX storage cluster ESXi hosts and
controller VMs.
Step 1
Step 2
Step 3
Step 4
Log in to vSphere Web Client. Through the Navigator, select vCenter Inventory Lists > Resources > Clusters >
cluster.
Right-click an HX Data Platform cluster and select Cisco HX Data Platform > Support.
Click Generate Log Bundle.
Generating the logs takes about 40-50 minutes.
When the logs are completed:
a) Click Download Log Bundle.
b) Specify a location to download the support bundle. For example, download the files to your local PC.
c) Click Finish.
d) Upload the files to the Cisco FTP server.
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HX Data Platform Support
Downloading an Existing Support Bundle
Downloading an Existing Support Bundle
Note
You can download a support bundle you generate up to midnight (12:00 a.m.) of the local controller VM
time. After midnight, the system deletes the support bundle.
Step 1
Step 2
Log in to vSphere Web Client. Through the Navigator, select vCenter Inventory Lists > Resources > Clusters.
Right-click the cluster and select HX Data Platform Plug-in > Support to display the Support dialog box.
Note
Select the cluster from the vSphere Web Client, not the HX Data Platform Plug-in.
Step 3
Step 4
Click Download Support Bundle (enabled).
Specify a download location (such as your local computer) to save the support bundle. You can then upload the file to
the HX Data Platform FTP server.
Uploading Support Bundles
After you generate a support bundle, you can upload it to the HX Data Platform FTP server using one of the
following methods:
• ftp—Use port 21.
• sftp—Use port 22.
• https—Use port 443.
Uploading Support Bundles using ftp or sftp
Before You Begin
Generate a support bundle.
Step 1
Open your FTP Client (such as Filezilla) and connect to the HX Data Platform FTP server using the following information:
Options
Description
Host
https://ftp.springpathinc.com
Port
ftp = 21
sftp = 22
Username
cisco
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Uploading Support Bundles
Step 2
Step 3
Step 4
Step 5
Options
Description
Password
cisco
Step 6
After you connect to the HX Data Platform FTP server, create a folder with the Support case number.
Change directory to the new folder.
Upload the support bundle log files to this folder.
When the uploads are complete, contact Cisco Technical Assistance Center (TAC) and tell them the upload directory
name.
Free up space in your HX storage cluster by deleting the content in /var/support/.
Uploading Support Bundles using https
Before You Begin
Generate a support bundle.
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Open a browser window, navigate to the HX Data Platform FTP server URL hosted by Springpath, and log in using the
following information:
Options
Description
URL
https://ftp.springpathinc.com
Username
cisco
Password
cisco
After you connect to the HX Data Platform FTP server, create a folder with the Support case number.
Change directory to the new folder.
Upload the support bundle log files to this folder.
When the uploads are complete, contact Cisco Technical Assistance Center (TAC) and tell them the upload directory
name.
Free up space in your HX storage cluster by deleting the content in /var/support/.
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