View source for IDRAC access and TSR logs

When Dell is called to service a server, they will ask for the service tag. This is the serial number for the server which is listed on the pull-out tag of the server. 

If they require you to update the firmware, please see [[Updating Firmware]].

They will also frequently ask for a TSR log. Here are several sets of directions that may be needed, depending on the situation: 

* For most Dell servers, the IP address for the IPMI is not publicly assessible. However, many servers have another method of accessing the iDRAC locally. Information from Dell is available here: [https://www.dell.com/support/kbdoc/en-us/000130077/poweredge-how-to-use-the-idrac-direct-feature?lwp=rt How to Use the iDRAC Direct Feature]
* [https://www.dell.com/support/kbdoc/en-us/000126308/export-a-supportassist-collection-via-idrac9 Export a SupportAssist collection via iDRAC9]
* [https://www.dell.com/support/kbdoc/en-us/000177787/how-to-change-the-default-login-password-of-the-idrac-9 Changing the Integrated Dell Remote Access Controller 9 (iDRAC9) default login password] 
** [https://www.dell.com/community/PowerEdge-Hardware-General/Reset-Dell-R630-iDRAC-Password/m-p/5007028 This information] from Dell may also be helpful if you need to reset it with KVM connected.
* If the faulty server is not allowing access to the iDRAC, then the Lifecycle Controller can be used to pull a TSR log and export it to a USB using [https://www.dell.com/support/kbdoc/en-us/000130772/export-support-assist-collection-and-raid-controller-log-through-poweredge-lifecycle-controller these directions] from Dell.
** Note that if this is the first time the lifecycle controller has been launched, you will be greeted with a 5-step setup wizard. One of the steps includes network configuration. For this, everything must be left blank, but they are forced to choose a NIC interface in a dropdown menu. In that dropdown menu, please have them select a NIC interface that is unused.
* Use Dell's directions to access the network settings of the iDRAC through the BIOS using a crash cart: 
** https://www.dell.com/support/kbdoc/en-us/000177212/dell-poweredge-how-to-configure-the-idrac9-and-the-lifecycle-controller-network-ip
** The settings you would be looking to change are the IPv4 settings.
** After you have set the IP of the iDRAC, you can connect your laptop directly to the iDRAC port. 
** Once connected you can go into your laptop network settings and change your IP to something that is within the same network space of the iDRAC. 
** Once complete, you should be able to open a browser and go to the IP that you set the iDRAC.