3 Collecting Information
This chapter describes the information collection method. After a device fault occurs, you must collect detailed fault information immediately no matter whether you locate faults by yourself or ask help from a Huawei agent or technical support personnel.
NOTE:Before you provide fault information to a Huawei agent or technical support personnel, you can delete confidential information such as network configurations.
- 3.1 Overview
After a device fault occurs, you must collect detailed fault information immediately no matter whether you locate faults by yourself or ask help from a Huawei agent or technical support personnel. This helps you locate the fault accurately. - 3.2 Collecting Diagnostic Information
The display diagnostic-information command provides outputs of multiple commonly used display commands. You can use this command to view diagnostic information about the device, including the startup configuration, current configuration, interface information, time, and system version. - 3.3 Obtaining Logs and Alarms
If a device is faulty, collect logs and alarms on the device immediately. These logs and alarms help you determine the cause and location of the fault. - 3.4 Obtaining the Equipment Serial Number
If users require device after-sales service, they must provide the equipment serial number to the manufacturer. This section describes how to obtain the equipment serial number.
3.1 Overview
After a device fault occurs, you must collect detailed fault information immediately no matter whether you locate faults by yourself or ask help from a Huawei agent or technical support personnel. This helps you locate the fault accurately.
Collect the following information before troubleshooting a fault:
- Fault occurrence time, network topology (for example, location of the faulty device on the network and upstream and downstream devices connected to the faulty device), operations triggering the fault, and measures that you have taken and results. Symptoms and impacts of the fault, such as on which ports services are affected, should also be included.
- Name, version, current configurations, and interfaces of the faulty device. For methods of obtaining this information, see 3.2 Collecting Diagnostic Information and 9.1.3 Common display Commands.
- Logs generated when the fault occurs. For the method of obtaining the log information, see 3.3 Obtaining Logs and Alarms.
3.2 Collecting Diagnostic Information
The display diagnostic-information command provides outputs of multiple commonly used displaycommands. You can use this command to view diagnostic information about the device, including the startup configuration, current configuration, interface information, time, and system version.
The display diagnostic-information [ file-name ] command displays diagnostic information on screen or saves the information to a text file (.txt). Diagnostic information includes startup configuration, current configuration, interface information, time, and system version. If you do not specify the file-nameparameter, diagnostic information will be displayed on screen. If you specify the file-name parameter, diagnostic information will be saved in the .txt file named by file-name. It is recommended that you save diagnostic information in a .txt file, as follows:
<HUAWEI> display diagnostic-information dia-info.txt
This operation will take several minutes, please wait.........................
................................................................................
...
Info: The diagnostic information was saved to the device successfully.The default path of the text file is flash:/. You can run the dir command in the user view to check whether the text file has been created.
When a fault occurs on the device, provide the diagnostic information to a Huawei agent or Huawei immediately for fast fault location. For the method of transferring the diagnostic information to your computer, see 4.3 Transferring Files Using FTP/TFTP.
When diagnostic information is being displayed on the screen, you can press Ctrl+C to stop the display any time.
This command is used to collect diagnostic information for fault location. Executing this command may affect system performance, such as causing high CPU usage. Therefore, do not run this command when the device is running normally or on multiple terminals connected to the device at the same time. Otherwise, the CPU usage of the device will increase sharply, causing system performance deterioration.
All the commonly used terminal configuration programs can save display information to a file. For example, if you are using HyperTerminal on a Windows operating system, choose , enter a file name, and then click Start. After that, run the display diagnostic-informationcommand. All the diagnostic information is displayed on the terminal screen and automatically saved in a file in the specified path.
3.3 Obtaining Logs and Alarms
If a device is faulty, collect logs and alarms on the device immediately. These logs and alarms help you determine the cause and location of the fault.
All fixed switches running V200R002C00 or V200R003C00, and S5700SI, S5700EI, S5700HI, and S6700 running V200R005C00 or a later version:
- User logs are created after the switch restarts or the save logfile command is executed. These logs are saved in the syslogfile folder in standard zip format. The file name of a log file starts with syslogfile, followed by the time when the file is created, for example, syslogfile-2013-06-26-09-59-10.zip.
- Information about important operations such as a switch restart is recorded, and a file is automatically generated after the switch restarts or at 00:00 and saved in the resetinfofolder in standard zip format. The file generated after a system restart starts with reset-sysinfo, for example, reset-sysinfo-2013-06-06-23-40-32.zip. The name of a file automatically generated at 00:00 starts with sysinfo, for example, sysinfo-2013-06-20-00-00-29.zip.
S1720GW-E, S1720GWR-E, S1720GFR, S2720, S2750, S5700LI, S5700S-LI, S5710-X-LI, S5720S-LI, S5720LI, S5720SI, S5720S-SI, S5710EI, S5720EI, S5710HI, S5720HI, S6720EI, and S6720S-EI running V200R005C00 or a later version:
The system periodically saves information in the log buffer to a user log file (log.log) and a diagnostic log file (log.dblg), which are saved in the logfile folder. When the two log files exceed the specified size, the system compresses them into zip packages and names the compressed files date time.log.zip and date time.dblg.zip, for example, 2013-08-14.04-55-23.log.zip and 2013-09-05.05-15-23.dblg.zip. Information about important operations such as a switch restart is also recorded in the logfile folder.
- On the S1720GFR, S2720, S2750, S5700LI, and S5700S-LI (except S5700S-X-LI), information about important operations such as a switch restart is saved in both the logfile folder and the resetinfo folder in standard zip format. The file generated after a system restart starts with reset-sysinfo, for example, reset-sysinfo-2013-06-06-23-40-32.zip. The name of a file automatically generated at 00:00 starts with sysinfo, for example, sysinfo-2013-06-20-00-00-29.zip. The file saved in the resetinfo folder does not support the following configurations.
- Run the save logfile command to save information in the log buffer to a log file.
- Upload all files in flash:/syslogfile/ (or flash:/logfile/ in V200R005C00 and later versions) and flash:/resetinfo/ to your computer through FTP or TFTP. For details, see 4.3 Transferring Files Using FTP/TFTP.
NOTE:If a fault occurs in a stack, for example, the stack splits or restarts unexpectedly, collect log files on all the member switches.
3.4 Obtaining the Equipment Serial Number
If users require device after-sales service, they must provide the equipment serial number to the manufacturer. This section describes how to obtain the equipment serial number.
Method 1: Obtaining the Equipment Serial Number by Using a Command
<HUAWEI> display elabel slot 0
/$[System Integration Version]
/$SystemIntegrationVersion=3.0
[Slot_0]
/$[Board Integration Version]
/$BoardIntegrationVersion=3.0
[Main_Board]
/$[ArchivesInfo Version]
/$ArchivesInfoVersion=3.0
[Board Properties]
BoardType=CX22EFGEA
BarCode=2102351820109C000451
Item=02351820
......
NOTE:You can run the display device manufacture-info command to check the serial number obtained from the electronic label.Only V200R003 and later versions support this command.
Method 2: Obtaining the Equipment Serial Number Through the Web System
When the web system is enabled on a device, you can view the equipment serial number through the web system.
EasyOperation web system (supported only in V200R005 and later versions)
Log in to a device through the web system and click Monitor on the toolbar to view device information, including the equipment serial number, as shown in Figure 3-1.
Web system classical version
Log in to a device through the web system and click Device Summary on the toolbar to view board information, including the equipment serial number, as shown in Figure 3-2.
Method 3: Obtaining the Equipment Serial Number by Viewing the Serial Number Label
S1720/S2700-26TP-EI-AC/S2700-26TP-SI-AC/S2700-26TP-EI-DC/S2700-52P-EI-AC/S2710-52P-SI-AC/S2710-52P-PWR-SI/S2700-52P-PWR-EI/S2700-26TP-PWR-EI/S2720/S2750/S3700-EI/S3700-SI/S5700-LI/S5700S-LI/S5720-LI (models other than S5720-16X-PWH-LI-AC) /S5720S-LI/S5720-28X-SI-24S-DC/S5720-28X-SI-24S-AC/S5700-24TP-SI-AC/S5700-24TP-SI-DC/S5700-48TP-SI-AC/S5700-48TP-SI-DC/S5700-26X-SI-12S-AC/S5700-HI/S5710-28X-LI-AC/S5710-52X-LI-AC/S5720-X-EI/S5720-P-EI/S5720S-SI/S6720S-EI
The equipment serial number label is attached to the rear side of the device.
The serial number label has a total of 20 characters, for example, 210235383610C3000006. The serial number shown in the figure is only used as an example. The serial number label location on the rear side of a device varies according to the device model.S2700-9TP-SI-AC/S2700-9TP-EI-AC/S2700-9TP-EI-DC/S2700-18TP-EI-AC/S2700-18TP-SI-AC/S2700-9TP-PWR-EI/S5700-28C-SI/S5700-24TP-PWR-SI/S5700-28C-PWR-SI/S5700-28C-EI/S5700-28C-EI-24S/S5700-28C-PWR-EI/S5710-28C-LI/S5710-28C-PWR-LI/S5720-16X-PWH-LI-AC
The equipment serial number label is attached to the front side of the device.
S5700-48TP-PWR-SI/S5700-52C-PWR-SI/S5700-52C-SI/S5700-52C-EI/S5700-52C-PWR-EI/S5710-52C-LI/S5710-52C-PWR-LI/S6700-EI
The equipment serial number label is attached to the upper left corner near to the interface side.
S5710-EI
There is a removable equipment serial number label in the middle of the rear side of the device.
S5710-HI
There is a removable equipment serial number label in the middle of the left part on the rear side of the device.
S5720-HI/S5720-C-EI/S5720-PC-EI/S5720-SI (models other than S5720-28X-SI-24S-DC and S5720-28X-SI-24S-AC) /S6720-EI
There is a removable equipment serial number label at the lower left of the rear panel.
