13Getting HelpFor more information about what you can attempt to resolve yourself or to get technical assistance from Dell for the DRSeries system, see Troubleshooting and Maintenance, Troubleshooting Error Conditions,Before Contacting Dell Support,and Contacting Dell.Before Contacting Dell SupportIf you encounter an error condition or operational issue, Dell recommends that you first attempt to see if you can resolveit using the supporting Dell DR Series system documentation before you make an attempt to contact Dell Support fortechnical assistance.To help isolate or diagnose any basic issues that you may encounter with the Dell DR Series system, Dell recommendsthat you perform the following tasks:• Refer to theDell DR Series System Administrator Guide to verify if it contains information that can explain or resolveyour issue. See Chapter 9, “Troubleshooting and Maintenance”.• Refer to theDell DR Series System Command Line Reference Guide to verify if it contains information that canexplain or resolve your issue.• Read the latest set ofDell DR Series System Release Notes to verify if they contain any information that can explainor resolve your issue.• Locate your Dell support account number and password, locate the Service Tag for your DR Series system,understand your type of support account, and be ready to provide specific details about the system operations youwere performing.• Record the content of any status or error dialog messages that you received, and the sequence in which they weredisplayed.• Generate a current version diagnostics file (or if this is not possible, locate your latest existing diagnostics file).– Using the DR Series system GUI, click Diagnostics → Generate to generate a diagnostics file.– Using the DR Series system CLI, at the system prompt, enter the command diagnostics --collect to generate adiagnostics file. For more information, see theDell DR Series System Command Line Reference Guide.NOTE: For best results in addressing replication issues, you should generate diagnostics files on both DR Seriessource and target systems as close in time as possible.NOTE: Each generated diagnostics file bundle contains information to assist Dell Support with the most currentdata about:• System alerts and events• System configuration status• System log files• System statistics for storage and replication containers• System hardware component status187
