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What data is required to troubleshoot SnapCenter issue?

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Applies to

SnapCenter

Answer

A. Problem Description

Details about the issue. Please include the following information.

  • Which SnapCenter version are you using?
  • When was the issue first observed?
  • How often does the issue occur?
  • Is the issue related to any SnapCenter Plug-in? If true, please list all Plug-ins you are using.
  • If the issue is a job failure, had the job worked before? When did the job succeed last time?

If you are not sure which SnapCenter version you are using, please refer to the following article.

How to determine SnapCenter version from build number

B. Screenshots

If you the issue is related to SnapCenter GUI, please take snapshots so that NetApp support can recognize:

  • What were you operating in the GUI?
  • What issue occurred?
  • When did the issue occur?
C. SnapGathers

SnapGathers on SnapCenter server host is essential to troubleshoot SnapCenter issues.
Follow option 1 in the following KB to collect data on SnapCenter server host with SnapGathers.

How to collect SnapCenter logs


If the issue is related to other Windows hosts having SnapCenter Plug-in for Microsoft Windows (SCW), SnapCenter Plug-in for Microsoft Exchange Server (SCE), SnapCenter Plug-in for Microsoft SQL Server(SCSQL) or SnapCenter Plug-in for VMware vSphere (SCV), collect data on these hosts as well by using SnapGathers.

When running SnapGathers on SnapCenter server host, SnapGathers collects diagnostic data from Linux hosts having SnapCenter Plug-in for Unix (SCU) but does not collect all log/configuration files.
If the issue is related to SCU, collect log/configuration files listed in G. SnapCenter Log/Configuration Files on Linux Host manually.

D. SnapCenter Server Installation Logs

If the issue is SnapCenter installation failure, collect the following data on SnapCenter server host.
These log files are not collected by SnapGathers.

  • %TEMP%\DotMigrate_MySQL_<version>.log
  • %TEMP%\DotMigrate_MySQL_Installer.log
  • %TEMP%\SC_Package_Extraction_Log_<timestamp>.log
  • %TEMP%\SMCoreInstall_<timestamp>.log
  • %TEMP%\SMSInstall_<timestamp>.log
E. SnapCenter Plug-in Installation Logs on Windows Host

If the issue is adding Windows host (SnapCenter Plug-in installation) failure, collect the following data on the target Windows host.
These log files are not collected by SnapGathers.

  • C:\Windows\SnapCenter plugin\Install_*
  • C:\Windows\SnapCenter plugin\Uninstall_*
  • C:\Windows\SnapCenter plugin\*.log
F. SnapCenter Log/Configuration Files on Linux Host

If the issue is related to SCU, collect the following log/configuration files.

  • <SnapCenter_Install_Path>/scc/logs/*
  • <SnapCenter_Install_Path>/scc/etc/*
  • /var/opt/snapcenter/logs/*
  • /var/opt/snapcenter/scc/logs/*
  • /var/opt/snapcenter/sco/etc/*
  • /var/opt/snapcenter/scu/etc/*
  • /var/opt/snapcenter/spl/etc/*
  • /var/opt/snapcenter/spl/logs/*

Notes:

  • The default installation path is /opt/NetApp/snapcenter 
  • Plug-in install/uninstall/upgrade logs are located in /var/opt/snapcenter/logs/
G. Job Logs

If the issue is related to a job failure, follow option 2 in the following KB to collect the individual job logs.
If the job had worked before, collect the job logs for the job succeeded last time as well.

How to collect SnapCenter logs

H. Job Report or Job Detail Screenshots


If the issue is related to a job failure, follow the steps in the following KB to collect the job report.

How to export SnapCenter job report

If no job report is available for the job, collect screenshots for [Monitor] page and the job detail page instead so that NetApp support can recognize:

  • Job ID
  • Start date of the job
  • End date of the job
  • Errors that the job received
I. SnapCenter Repository Database Dump


Collect SnapCenter database dump with a method in the following KB.

How to collect SnapCenter database dump (NSM MySQL database dump)

J. AutoSupport for ONTAP


Run 'autosupport invoke -node * -type all' on ONTAP to send AutoSupport.

K. Task Scheduler Job Data

If the issue is that a scheduled job is not run and does not appear in [Monitor] page, collect the following data.

  • taskschedule.csv file generated with "schtasks /query /fo csv /v > taskschedule.csv" command
  • The following exported events in Event Viewer (evtx and csv types)
  • [Applications and Services Log] -> [Microsoft] -> [Windows]-> [TaskScheduler] -> [Operational]
  • [Applications and Services Log] -> [Microsoft] -> [Windows]-> [TaskScheduler] -> [Maintenance]

Notes:

  • If the job is a backup job and the backup target is VMware vSphere, Oracle or SAP HANA, collect the data on SnapCenter server host.
  • If the job is a backup job and the backup target is Windows file system, Exchange Server, or SQL Server, collect the data on the backup target host.
  • If the job is a verification job, collect the data on SnapCenter server host.
L. SnapCenter Plug-in for VMware vSphere Configuration Files

If the issue is related to SCV, collect the following data.

  • <SnapCenter_Install_Path>\SnapCenter Plugin for VMware\etc\*
M. vSphere Web Client Log Files

If the issue is related to SCV console, collect vSphere Web Client log files.

If you are not sure about the log location, please refer to the following VMware KB. 

https://kb.vmware.com/s/article/2004090

N. MySQL Configuration Files and Log Files

If the issue is related to MySQL layer in the SnapCenter repository database, collect the following data.

  • C:\ProgramData\NetApp\SnapCenter\MySQL Data\my.ini
  • C:\ProgramData\NetApp\SnapCenter\MySQL Data\my.ini.tmp
  • C:\ProgramData\NetApp\SnapCenter\MySQL Data\Data\*.err
  • C:\ProgramData\NetApp\SnapCenter\MySQL Data\Data\*.log
O. NetApp Data Broker support bundle

If the issue is related to NetApp Data Broker (SCV 4.2 and later), collect the following data

How to generate NetApp Data Broker support bundle

 

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