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View and submit support cases

Contributors netapp-aaron-holt netapp-thomi netapp-ahibbard
PDFs

Beginning with ONTAP 9.9.1, you can view support cases from Active IQ Digital Advisor (also known as Digital Advisor) associated with the cluster. You can also copy cluster details that you need to submit a new support case on the NetApp Support Site.
Beginning with ONTAP 9.10.1, you can enable telemetry logging, which helps support personnel troubleshoot problems.

Note To receive alerts about firmware updates, you must be registered with Active IQ Unified Manager. Refer to Active IQ Unified Manager documentation resources.
Steps

  1. In System Manager, select Support.

    A list of open support cases associated with this cluster is displayed.

  2. Click on the following links to perform procedures:

    • Case Number: See details about the case.

    • Go to NetApp Support Site: Navigate to the My AutoSupport page on the NetApp Support Site to view knowledge base articles or submit a new support case.

    • View My Cases: Navigate to the My Cases page on the NetApp Support Site.

    • View Cluster Details: View and copy information you will need when you submit a new case.

Enable telemetry logging

Beginning with ONTAP 9.10.1, you can use System Manager to enable telemetry logging. When telemetry logging is allowed, messages that are logged by System Manager are given a specific telemetry identifier that indicates the exact process that triggered the message. All messages that are issued relating to that process have the same identifier, which consists of the name of the operational workflow and a number (for example "add-volume-1941290").

If you experience performance problems, you can enable telemetry logging, which allows support personnel to more easily identify the specific process for which a message was issued. When telemetry identifiers are added to the messages, the log file is only slightly enlarged.

Steps

  1. In System Manager, select Cluster > Settings.

  2. In UI Settings section, click the check box for Allow telemetry logging.