Support Logs

If you require technical support for HDM, you will need to provide the HDM support logs and VMware support logs from the deployed system. The collected logs must be provided to HDM support, along with a description of the issue.

Support and Contact

HDM support can be reached via email: support@primaryio.com

The email should include the following information:

  • Email subject : Clearly specify the issue.
  • Email body: Clearly describe the problem. Include information on the deployment type, the operation being performed, any relevant screenshots, etc.

  • Email attachment : Attach the relevant logs (as described in HDM Support Logs section)

    If the attachment size is too large, an alternate shared location may be provided by HDM support to enable the logs to be uploaded.

Download HDM Logs

Pre-requisites

  1. HDM appliance must be powered on.

Steps for download

  1. Log into the HDM appliance by accessing https://<appliance ip> in a supported web browser.
  2. Select the user profile icon in the top right corner, and choose Download Debug Logs (figure 41).
  3. A zip file named pio_logs.zip will be downloaded. This file can be sent as an attachment for further analysis of the issue.

Figure 41: Downloading Debug Logs from HDM

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Download VMware support logs

Steps:

  1. Log into the on-premises vCenter from the vSphere web client. Right-click on the vCenter IP and select Export System Logs (figure 42).
  2. From the Select Hosts page, select the hosts that are part of the cluster where HDM is installed. Also select the Include vCenter and vSphere Web Client Logs option.
  3. Complete the rest of the wizard to generate a zip file containing the VMware support logs from the vCenter and ESXi hosts.

Figure 42: Downloading System Logs from vCenter

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