Recommendation Details

When VM host is down or nonresponsive:

1.From the local computer, use the ping command to determine if you can reach the appliance.

•If the ping command is successful, determine that the browser settings, especially the proxy server, are correct.

Consider bypassing the proxy server.

•If the ping command did not reach the appliance, ensure that the local computer is connected to the network.

2.Log onto hypervisor to verify that it (the hypervisor) is running.

3.Verify that the virtual guest for the appliance is operational.

4.Ensure that the VM host’s configuration is valid.

Verify the accuracy of the IP address and other network parameters for the VM host.

5.From the management console, ensure that the appliance network settings are accurate.

6.Examine the hypervisor’s performance data. If the appliance is running at 100% utilization, restart the hypervisor.

27.2 Create a support dump file

Some error messages recommend that you create a support dump of the appliance to send to an authorized support representative for analysis. The support dump process:

•Deletes any existing support dump file•Gathers logs and other information required for debugging•Creates a compressed file

Unless you specify otherwise, all data in the support dump file is encrypted so that it is accessible only by an authorized support representative. You might choose not to encrypt the support dump file if you have an onsite, authorized support representative or if your environment prohibits outside connections. You can also validate the contents of the support dump file and verify that it does not contain sensitive data such as passwords.

IMPORTANT: If the appliance is in an error state, you can still create an encrypted support dump file without logging in or other authentication.

The support dump file contains the following:•Operating system logs (from /var/log)•Product logs (from /ci/logs)•The results of certain operating system and product-related commands

Items logged in the support dump file are recorded in UTC (Coordinated Universal Time).

Prerequisites

•Minimum required privileges: Infrastructure administrator

Creating a support dump file1.From the main menu, select Settings→Actions→Create support dump.To include logical interconnect support dump information, select Logical

Interconnects→Actions→Create support dump. The logical interconnect support dump file is incorporated into the appliance support dump file and the entire bundle of files is compressed into a zip file and encrypted for downloading.

2.If you do not want to encrypt the support dump file, clear the Enable support dump encryption check box.

27.2 Create a support dump file 201