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Open Case With Dell

The document provides steps to open a case with Dell for server support. It includes checking the server health and alarms using IDRAC, opening a case on the Dell support website, collecting diagnostic logs (TSR files) from IDRAC, and uploading them to the new case. Key steps are verifying the service tag matches records, selecting the issue type and severity, providing contact details, and submitting the case for technical assistance.

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Ah M Ed
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85 views22 pages

Open Case With Dell

The document provides steps to open a case with Dell for server support. It includes checking the server health and alarms using IDRAC, opening a case on the Dell support website, collecting diagnostic logs (TSR files) from IDRAC, and uploading them to the new case. Key steps are verifying the service tag matches records, selecting the issue type and severity, providing contact details, and submitting the case for technical assistance.

Uploaded by

Ah M Ed
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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How to open case with Dell

Check IDRAC Health Status & Alarms


• Go to the online excel sheet to get “IP Address” of the IDRAC.

 Below steps is needed to be able to access IDRAC on VPN2.


• 1. Run CMD as ADMIN and type IPCONFIG command to get your IP.
• 2. Add “route add 0.0.0.0 mask 0.0.0.0 10.255.107.XX >>> Your VPN2 IP”.

3. We can rollback after collecting the required information and TSR file with
command “route delete 0.0.0.0 mask 0.0.0.0 10.255.107.XX >>> Your VPN2 IP”.

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• Note: We only open cases for Dell Servers that are mentioned in the online excel
sheet with their exact full hostname.

• Open browser and type https://IP of IDRAC from excel sheet.


• Login with Username: noc and Password: N0c@2020@

• Check Health information and alarm logs (Date and Time).

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• From System drop down list choose Overview to check for the system issues.

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Open Case on Dell website

Note: Double check the service tag from the IDRAC Dashboard is the
same as in the excel sheet.

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• Open Dell Technical Support Portal.

• Login with Email Address: [email protected] and Password: Sandvine@3311

• Press CREATE to create new service requests.

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• Enter Service Tag from Excel Sheet Then next.

• Enter Choose Incident type from the drop down list (In our Ex. There is a problem in the
Memory).

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• Choose Severity level High.

• Choose Operating System Other from drop down list and write “Packetlogic” in other field
as below.

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• Choose from Preferred Repair Type “Onsite Tech” for any hardware problem.

• Fill the required fields as below

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• Write down the problem details problem + log as below Then Press Next.

• Enter Contact Information again.

• Choose Preferred Contact Method Email

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• Search for POP information from the Saved Address drop down list, If not found Fill the
required fields for the POP information (google it) and mark Add to Personal Address Book
(to save it in the drop list for later use).
• Then Next.

• Review all information of the ticket then press Submit.

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• You can check case on the website, go to Dashboard Then press View at View Active Service
Requests tab.

• Also Mail will be sent to our mail group after ticket submitted contain service tag and case
number to upload the TSR file for the case.

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Collect TSR on IDRAC Version 9

• To collect the TSR go back to the IDRAC from Maintenance Tab drop down list choose
Support Assist.

• Press Cancel.

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• Press Cancel Registration.

• Press Start a Collection Then Collect as below.

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• Wait till TSR file is ready to be downloaded.

• Press OK Then Save.

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Collect TSR on IDRAC Version 8
• Follow below steps.

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Upload TSR

• Now upload the TSR file on the case on Dell Portal.

• Fill the required Fields.

Verify Service Tag for IDRAC

• Press Choose file and select the downloaded TSR file Then Press
Upload now.

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After the TSR upload, Dell technical support will feedback us with the
required action (upgrade IDRAC or Hardware replacement).

1. Upgrade IDRAC

IDRAC Version 8 upgrade


• At Licenses tab then press import the upgrade file sent on mail.

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IDRAC Version 9 upgrade

2. Hardware Replacement

• Dell technical support team will ask for the below data and we should
fill it to proceed with hardware problems on Mail.

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Turn ON/OFF LED lamp on the IDRAC

IDRAC Version 8

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IDRAC Version 9

• Note: There is no need to turn off the IDRAC when the technician change ex. (Power
Supply or Hard disk), Just turn it off when the technician is going to open the IDRAC
itself and he will change anything internally ex. Memory.

Turn ON/OFF the IDRAC as whole

IDRAC Version 8

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IDRAC Version 9

Thanks
By: Ahmed Amr

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