How to Raise an Eyeglass Isilon Support Request

How to Raise an Eyeglass Isilon Support Request

Sign up for Support Account


Go to support.superna.net


If you don’t already have an account - Sign up now!


  1. Sign In


  1. Select the Sign up link.

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  1. Fill in your name and email address and the verify text and Sign up.




  1. You will receive an email with instructions to verify your account.



Sign In to support.superna.net with your support account and password



sign.JPG




  1. Submit a Request




Hints:

Product Name: Eyeglass Isilon Edition

appliance ID: Found in the About / Contact window on your Eyeglass Isilon Edition web page

EMC Site ID: ID assigned by EMC for the Isilon clusters related to the support request


  1. Check your email for the Support Request Confirmation

  2. done



Eyeglass Full Backup


NOTE: Requires > 1.7.x Release of Eyeglass

If < 1.7.x Release Use Alternate Upload Here

Follow these steps in order to collect a full Eyeglass backup including Eyeglass configuration and log information:

  1. Login to your Eyeglass appliance webpage.

  2. Open the About / Contact window (located on the lower left corner).

  3. Click the Backup option (below Contact Us).

  4. Uncheck include screenshots if you do not want to include screenshots in Full Backup file ( enabled by default)

  5. Click the Create Full Backup button.

  6. If you have internet connectivity on the Eyeglass appliance, you can upload directly by following Step 7 otherwise please follow Step 12

  7. Select the latest created Full Backup file and click “Upload Selected Files to Superna Support”

  8. upload.JPG

  9. You will see the Success message, please click OK.

  10. You can see the progress of backup file upload via Eyeglass Jobs window → Running Jobs

    1. Screen Shot 2016-11-01 at 7.36.47 AM.png

  11. If the Running Job shows successful, the backup archive has been uploaded to support and procedures is completed.

  12. If an Error or failure to upload occurs (see screenshot of failed upload).  Continue on to the next ALTERNATE upload instructions below.  

    1. Screen Shot 2016-11-01 at 7.43.10 AM.png



ALTERNATE UPLOAD INSTRUCTIONS for All Eyeglass versions

  1. Login to the support portal with a valid account (https://support.superna.net)

  2. Scroll down to the bottom of the page

    1. Screen Shot 2016-11-01 at 7.48.42 AM.png

  3. Click “Upload Support Data

  4. Enter the appliance ID (Required)

  5. Get the appliance ID from the Eyeglass desk top "About Eyeglass", (bottom of the page) and copy this string into the appliance ID field. NOTE: Make sure to remove and leading spaces or trailing spaces when pasted into the form or the upload will fail to find the appliance ID)

    1. Screen Shot 2016-11-01 at 7.51.38 AM.png

  6. Find the file and click submit

  7. Update the ticket that upload is completed

  8. Done



Eyeglass Logs only archive


Follow these steps in order to collect an Eyeglass logs backup:

  1. Login to your Eyeglass appliance webpage.

  2. Open the About / Contact window (located on the lower left corner).

  3. Click the Backup option (below Contact Us).

  4. Uncheck include screenshots if you do not want to include screenshots in Logs Backup file ( enabled by default)

  5. Click the Create Logs Backup button.

  6. If you have internet connectivity on the Eyeglass appliance, you can upload directly by following Step 7 otherwise please follow Step 12

  7. Select the latest created Log Backup file and click “Upload Selected Files to Superna Support”

  8. upload.JPG

  9. You will see the Success message, please click OK.

  10. You can see the progress of backup file upload via Eyeglass Jobs window → Running Jobs

  11. Please make sure there is no error while uploading. If jobs fails while uploading, please follow Step 12.

  12. If the backup archive zip file is smaller than 7 MB it may be attached directly to your support ticket.  If the backup archive zip file is larger than 7 MB, then follow the procedures provided in this link to upload the logs to the support ticket.



DR Dashboard screenshot with SyncIQ and Config job status showing


  1. Login to your Eyeglass appliance webpage.

  2. Open the DR DashBoard window.

  3. Expand the Jobs window (click the ‘+’ button).

  1. If you have Warning / error on the DR Failover Status, please check on the Warning / error and send us the screenshot of that window by expanding “+” sign

  2. Take a screenshot of the SyncIQ, Config job and Warning / error window.



Eyeglass Alarm Screen shot


  1. Login to your Eyeglass appliance webpage.

  2. Open the Alarms window.

  3. Take a screenshot of Active Alarms.

  1. alarms example.PNG

  1. Select the Alarm History option.

  2. Take a screenshot of the Alarm History.

    1. Alarms window showing any errors:

    2. DR Dashboard with any failing job(s) expanded to show more detail:


      dr dashboard example.PNG

    3. Jobs window, with any failing job(s) expanded to show more detail:

      jobs window example.PNG

    4. Any email you may have received about a raised alarm(s).

Eyeglass Job window status


  1. Login to Eyeglass appliance webpage.

  2. Open the Jobs window.

  3. Take a screen of the Job Definition.

4.  Select the Running Jobs option

5. Take a screenshot of the Running Jobs.

Eyeglass Job details history - expanded

  1. Login to Eyeglass appliance webpage.

  2. Open the Jobs window.

  3. Select the ‘+’ to expand the Job details.

















Eyeglass Alarm info details screenshot


  1. Login to your Eyeglass appliance webpage.

  2. Open the Alarms window.

  3. Select the Alarm History option.

  4. Take a screenshot of the Alarm History.