Alcatel-Lucent OmniSwitch 10K - Before Calling Alcatel-Lucents Technical Assistance Center

OmniSwitch OS6860/OS6900/OS10K Troubleshooting Guide Part No.032996-00 Rev.A
AOS Release 7.X and 8.X January 2015
Alcatel-Lucent Page 6 of 148
These user guides can be provided by contacting support or downloaded at Alcatel-Lucent Enterprise support
website.
Telephone: 800.995.2696
Email: esd.support@alcatel-lucent.com
Support Web Site: http://service.esd.alcatel-lucent.com
1.8. Before Calling Alcatel-Lucent’s Technical Assistance Center
Before calling Alcatel-Lucent’s Technical Assistance Center (TAC), make sure that you have read through the
appropriate section (or sections) and have completed the actions suggested for your system’s problem.
Additionally, do the following and document the results so that the Alcatel-Lucent TAC can better assist you:
• Have a network diagram ready. Make sure that relevant information is listed, such as all IP addresses and
their associated network masks.
• Have any information that you gathered while troubleshooting the issue to this point available to provide to
the TAC engineer.
• If the problem appears to be with only a few-fewer than four-switches, capture the output from the “show
tech-support” CLI command on these switches. (See Appendix C, “Technical Support Commands,” for more
information on show tech-support CLI commands.)
When calling Alcatel-Lucent TAC in order to troubleshoot or report a problem following information can be
helpful to get a quick resolution:
 boot.cfg file (vcboot.cfg,vcsetup.cfg in case of Virtual Chassis)
 tech_support *.log & *.tar files, created by using:
• show tech-support
• show tech-support layer2
• show tech-support layer3
• show tech-support eng
 swlog, swlog.0, swlog.1 up to swlog.6 located in /flash/ and swlog_chassisX, swlog_chassisX.0,
swlog_chassisX.1 up to swlog_chassisX.6 located in /flash/chassisX (where X is the active chassis number;
e.g. 127.10.1.65)
 command.log file if present
 PMD files (Post Mortem Dump) if present (*pmd*) located in /flash/pmd and/or /flash/niX/pmd (where X is
the active NI number; e.g. /flash/ni1/pmd)
 Captures of the following commands:
• ls –lR (case sensitive)
• show transceivers
• show configuration status
• show log swlog
• show command-log (if command-log is enabled)
• show user
• show snmp statistics
• show mac-learning
• boardinfo
 Console output if captured during the issue
 SNMP Traps received by the NMS during the issue and any other