Contents:

Data ONTAP 7G storage systems

Data ONTAP 8.0 7-Mode storage systems

Data ONTAP 8.0.x 7-Mode storage systems

Data ONTAP 8.1 7-Mode and later storage systems

Clustered Data ONTAP 8.0 storage systems

Clustered Data ONTAP 8.1 and later storage systems

Data ONTAP 7G storage systems:

Perform the following steps to send the AutoSupport to NetApp’s AutoSupport e-mail:

1. Mount the /etc directory on the storage system’s root volume.
   Note: This directory can be accessed only as an administrator or root.
2. Access the /etc/log/autosupport path.
3. Look for the AutoSupport files with the appropriate date/timestamp.
   • A complete AutoSupport message comprises of one file and one folder.
     • The message body of the AutoSupport is the file in the format YYYYYMMDDHHMM.#.
     • The associated folder will have the name YYYYYMMDDHHMM.#.files and will contain the following message attachments:
       • body of the AutoSupport message: YYYYYMMDDHHMM.#
       • ems log: YYYYMMDDHHMM.#.ems.gz
       • rc: YYYYMMDDHHMM.#.rc.gz
       • exports: YYYYMMDDHHMM.#.exports.gz
       • hosts: YYYYMMDDHHMM.#.hosts.gz
       • resolv.conf: YYYYMMDDHHMM.#.resolv_conf.gz
       • nsswitch.conf: YYYYMMDDHHMM.#.nsswitch_conf.gz
       • cm_stats: YYYYMMDDHHMM.#.cm_stats.gz
       • quotas: YYYYMMDDHHMM.#.quotas.gz
       • usermap.cfg: YYYYMMDDHHMM.#.usermap_cfg.gz
       • memory usage data: YYYYMMDDHHMM.#.keak_data.gz
       • Shelf logs: YYYYMMDDHHMM.#.shelf_log_type.gz

   • To determine the date/timestamp for AutoSupport, look for the AutoSupport generation message in the storage system’s messages file.
     Example:
     The message on the storage system displays: Tue Feb 1 02:45:05 GMT [asup.post.sent:notice]: System Notification message posted to NetApp: System Notification from filer01 (USER_TRIGGERED (failure)) INFO
The related AutoSupport files are 201102010244.0 and 200102010244.0.files.
4. Once the files have been copied from the storage system, use Notepad (Windows) or VI/ CAT (UNIX) to open the YYYYYMMDDHHMM.# file. Copy the contents and paste them into the body of a plain text e-mail.
5. Except for the YYYYYMMDDHHMM.# file, attach all the files in the corresponding YYYYYMMDDHHMM.#.files directory to the e-mail.
6. From the e-mail body, ensure the word test does not appear anywhere in the following lines:
   • Subject line
   • X-HEADER section
   • Header section
   • The Options section line options autosupport.doit
7. If the user does not want to receive an automated response from NetApp acknowledging the receipt of the AutoSupport e-mail, remove the user’s e-mail address from the following lines:
   • options autosupport.to
   • autosupport.from
8. From the e-mail body, locate the line that says subject=X.  From this line, copy all the text after subject= and paste it into the e-mail subject.
   Example:
   subject=System Notification from filer01 (USER_TRIGGERED (failure)) INFO doit=USER_TRIGGERED (failure)
9. Send the e-mail to autosupport@netapp.com.
   Once NetApp receives the AutoSupport e-mail, assuming that it is in the correct format, it might take 24 – 48 hours for the initial AutoSupport to be displayed in My AutoSupport on the NetApp Support site.
   Note: Regularly sending AutoSupport messages will decrease this processing time.

Data ONTAP 8.0 7-Mode storage systems:

Perform the following steps to send the AutoSupport to NetApp’s AutoSupport email:

1. Mount the /etc directory on the storage system’s root volume.
   Note: This directory can be accessed only as an administrator or root.
2. Access the /etc/log/autosupport path.
3. Look for the AutoSupport files with the appropriate date/ timestamp.
   • A complete AutoSupport message comprises of one file and one folder.
     The message body of the AutoSupport is the file in the format YYYYYMMDDHHMM.#.
     The associated folder will have the name YYYYYMMDDHHMM.#.files. The contents of this folder depend on the type of AutoSupport that generated it.
   • To determine the date/ timestamp for the AutoSupport, look for the AutoSupport generation message in the storage system’s messages file.
     Example:
     The message on the storage system shows: Tue Feb 1 02:45:05 GMT [callhome.invoke:info]: Call home for USER_TRIGGERED (fault)
The related AutoSupport files are 201102010244.0 and 200102010244.0.files.
4. Once the files have been copied from the storage system, use Notepad (Windows) or VI/ CAT (UNIX) to open the YYYYYMMDDHHMM.# file. Copy the contents and paste them into the body of a plain text e-mail.
5. Except for the YYYYYMMDDHHMM.# file, attach all the files in the corresponding YYYYYMMDDHHMM.#.files directory to the e-mail.
6. From the e-mail body, ensure the word test does not appear anywhere in the following lines:
   • Subject line
   • X-HEADER section
   • Header section
   • The Options section line options autosupport.doit
7. If the user does not want to receive an automated response from NetApp acknowledging the receipt of the AutoSupport e-mail, remove the user’s e-mail address from the following lines:
   • options autosupport.to
   • autosupport.from
8. From the e-mail body, locate the line that says subject=X. From this line, copy everything after subject= and paste it into the e-mail subject.
9. Send the e-mail to autosupport@netapp.com.
   Once NetApp receives the AutoSupport e-mail, assuming that it is in the correct format, it might take 24 – 48 hours for the initial AutoSupport to be displayed in My AutoSupport on the NetApp Support Site.
   Note: Regularly sending AutoSupport messages will decrease this processing time.

Data ONTAP 8.0.x 7-Mode storage systems:

Perform the following steps to collect an AutoSupport from the storage system and save it in a readable format:

1. Mount the /etc directory on the storage system’s root volume.
   Note: This directory can be accessed only as an administrator or root.
2. Access the /etc/log/autosupport path.
3. Look for the AutoSupport files with the appropriate date/timestamp.
   • A complete AutoSupport message comprises of one file and one folder.
     The message body of the AutoSupport is the file in the format YYYYYMMDDHHMM.#.
     The associated folder will have the name YYYYYMMDDHHMM.#.files. This folder contains a single file in the format YYYYYMMDDHHMM.#.
   • To determine the date/ timestamp for the AutoSupport, look for the AutoSupport generation message in the storage system’s messages file.
     Example:
     The message on the storage system shows: Tue Feb 1 02:45:05 GMT [callhome.invoke:info]: Call home for USER_TRIGGERED (fault)
The related AutoSupport files are 201102010244.0 and 200102010244.0.files.
4. Once the files have been copied from the storage system, use Notepad (Windows) or VI/ CAT (UNIX) to open the YYYYYMMDDHHMM.# file located in/etc/log/autosupport.
5. The top part of the file will be in plain text and will contain the standard email body from an AutoSupport email message. Scroll down to the first instance of --netapp mime boundary. This starts the mime-encoded section of the AutoSupport file.
6. Copy the mime-encoded data from the first instance of --netapp mime boundary to the end of the file. Using Notepad or VI, paste this data into a new file.  Save this file with a .mim extension.
   • Tip: To make it easy to match the text file from the AutoSupport and the mime-encoded file, it is best to use the consistent YYYYMMDDHHMM.# file naming format.
   • For example, for text file 201102010244.0, the mime-encoded file would be saved as 201102010244.0.mim.
7. From a Windows machine, the mime-encoded file can be opened using WinZip.  The contents of this file should be several .gz files containing Data ONTAP log and configuration files.
   Note: Using WinZip to open the .mim file or any of the .gz files contained within may result in the following error:
   Warning: Boundary expected on multipart message but found EOF.
This error can be safely ignored.
8. To provide the AutoSupport data to NetApp as part of a support case, e-mail or upload both the text file and the mime-encoded file.
   • For example, the two files provided to NetApp would be 201102010244.0 and 201102010244.0.mim.
   • For instructions on how to upload a file to NetApp, see article 1010090: How to upload a file to NetApp.

Data ONTAP 8.1 7-Mode and later storage systems:

1. You will require the sequence numbers of all AutoSupport messages you want to retransmit/collect.
   > autosupport history show
   If you want to see the matching AutoSupport message type with the sequence number, use the -instance parameter with the command.
2. Retransmit all required AutoSupport messages to local files in the root volume to get them into the archive file format (.7z):
   Note: You must include mroot in the URI path
   > autosupport history retransmit -seq-num <number> -uri file:///mroot/etc/log/retransmit/<seq-num>-<type>.7z
3. If required, you can also invoke a new AutoSupport message for the most current content (callhome.invoke.all) and then save it as a file locally using the retransmit command from Step 2.
   > options autosupport.doit "invoke.all"
   Use Step 1 and 2 again to find that user-triggered AutoSupport’s sequence number and retransmit locally to a file.
4. Use your preferred method of getting the generated .7z files in /etc/log/retransmit off the root volume of the storage controller (CIFS share, NFS mount, FTP, HTTP or admin web).
5. Log into My AutoSupport via the NetApp Support site.
6. Click the AutoSupport Upload button located in the top right of the browser window.
   • For more information on this functionality, please check out the AutoSupport Manual Upload Feature reference card.

7. Click the Select Files button and choose the .7z file you collected in Step 4.
8. Click the Upload button to complete the file upload to NetApp.
   • Once the upload completes, the AutoSupport message should be available in My AutoSupport within 30 minutes. It might take up to 120 minutes during weekends and peak processing hours.
     Note: The Internet Explorer only supports the upload of a single file, so the upload box will be slightly different from the picture below.

Clustered Data ONTAP 8.0 storage systems:

1. If desired, invoke a new AutoSupport message for the most current content:
   cluster1::> system node autosupport invoke -node <node> -type all -message "invoke.all"

2. Determine the appropriate AutoSupport message you would like to send, based on the timestamps observed in the ls -l output.
3. Use the tar command to gather the relevant AutoSupport file and related directory (YYYYYMMDDHHMM.#, and YYYYYMMDDHHMM.#.files. (Example: 201102010244.0 and201102010244.0.files) into a single tar file:
   % tar -cvzf /mroot/etc/log/autosupport/YYYYYMMDDHHMM.tar /mroot/etc/log/autosupport/YYYYYMMDDHHMM.# /mroot/etc/log/autosupport/YYYYYMMDDHHMM.#.files
4. Run scp to copy the new tar file from the storage controller (ftp can also be used):
   % scp /mroot/etc/log/autosupport/YYYYYMMDDHHMM.tar user@<ip-address>:/directory/YYYYYMMDDHHMM.tar
5. Carefully delete the YYYYYMMDDHHMM.tar file created on the Controller in step 5:
   % rm /mroot/etc/log/autosupport/YYYYYMMDDHHMM.tar
6. From the location the YYYYYMMDDHHMM.tar was transferred to, extract the YYYYYMMDDHHMM.# and YYYYYMMDDHHMM.#.files (Example: 201102010244.0 and201102010244.0. files).
   These will be used to construct the AutoSupport message.
7. From a mail program (such as Outlook or Gmail/Web), build an AutoSupport e-mail message.
   1. Use Plain Text formatting.
   2. Open the saved YYYYYMMDDHHMM.# file and paste the full contents into the body of the e-mail.
   3. Copy the subject= line contents into the ‘Subject’ line of the e-mail message, example, HA Group Notification from filer01 (WEEKLY_LOG) INFO.
   4. Attach the contents of the YYYYYMMDDHHMM.#.files directory to the e-mail message.
   5. Address the e-mail message to: autosupport@netapp.com
   6. Send the e-mail.
   7. The AutoSupport message should be visible in My AutoSupport within approximately 30 minutes.

Clustered Data ONTAP 8.1 and later storage systems:

1. Follow the steps in the following article to configure HTTPS access to the root volume on the node(s) in question:
   1013814: How to enable remote access to a node’s root volume in a cluster
2. Once you have HTTPS access to the required node(s), you will need the sequence numbers of all the AutoSupport messages you want to retransmit/collect.
   > system node autosupport history show -node <node>
3. Retransmit all the required AutoSupport messages to local files in the root volume to get them into the archive file format (.7z):
   Note: Include mroot in the URI path
   > system node autosupport history retransmit -node <node> -seq-num <number> -uri file:///mroot/etc/log/retransmit/<seq-num>-<type>.7z
4. If desired, you can also invoke a new AutoSupport for the most current content and save it as a local file
   > system node autosupport invoke -node <node> -type all -message "invoke.all" -uri file:///mroot/etc/log/retransmit/<seq-num>-<type>.7z
5. Use the HTTPS Web administrative interface mentioned in Step 1 (Article 1013814) to download the generated .7z files in /etc/log/retransmit from the root volume of the storage controller. You will need a log in with administrative privileges to access this interface.
   URL for Data ONTAP 8.1 only:
   https://<node-mgmt-ip>/na_admin/logs/retransmit
   URL for Data ONTAP 8.1.1 or later:
   https://<cluster-mgmt-ip>/spi/<node_name>/etc/log/retransmit
5. Log into My AutoSupport via the NetApp Support site.
6. Click the AutoSupport Upload button located in the top right of the browser window.
   • For more information on this functionality, please check out the AutoSupport Manual Upload Feature reference card.

7. Click the Select Files button and choose the .7z file you collected in Step 4.
8. Click the Upload button to complete the file upload to NetApp.
   • Once the upload completes, the AutoSupport message should be available in My AutoSupport within 30 minutes. It might take up to 120 minutes during weekends and peak processing hours.
     Note: The Internet Explorer only supports the upload of a single file, so the upload box will be slightly different from the picture below.

Disclaimer

NetApp provides no representations or warranties regarding the accuracy, reliability, or serviceability of any information or recommendations provided in this publication, or with respect to any results that may be obtained by the use of the information or observance of any recommendations provided herein. The information in this document is distributed AS IS, and the use of this information or the implementation of any recommendations or techniques herein is a customer’s responsibility and depends on the customer’s ability to evaluate and integrate them into the customer’s operational environment. This document and the information contained herein may be used solely in connection with the NetApp products discussed in this document.