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Reporting XClarity Administrator problems

When you submit a service request to report software (management server) problems, Lenovo XClarity Administrator opens a service ticket, collects service data from the management server, and sends the files to the Lenovo Support Center using Call Home. Opening a service ticket starts the process of determining a resolution to your software problems by making the pertinent information available to Lenovo Support quickly and efficiently. Lenovo service technicians can start working on your resolution as soon as you have completed and opened a service ticket.

Lenovo is committed to security. Service data that you would typically upload manually to Lenovo Support is automatically sent to the Lenovo Support Center over HTTPS using TLS 1.2 or later; your business data is never transmitted. Access to service data in the Lenovo Support Center is restricted to authorized service personnel

Before you begin

Attention
You must accept the Lenovo Privacy Statement before you can transfer data to Lenovo Support.

  • Before submitting a problem request for XClarity Administrator, consider finding help using the following resources:

    • Submit ideas or provide feedback about XClarity Administrator by clicking the user-actions menu (Resources icon) on the XClarity Administrator title bar, and then clicking Submit ideas or Submit feedback.

      You can also submit ideas and feedback from the Internet using the following links:

    • Ask questions and find answers on the Lenovo XClarity Community forum website by clicking the user-actions menu (Resources icon) on the XClarity Administrator title bar, and then clicking Visit forum.

    • Check the Lenovo Data Center Support website for the latest tips and techniques that you can use to solve issues that you might have with XClarity Administrator. These tech tips provide procedures to work around issues that are related to the operation of XClarity Administrator.

      To find tech tips that are available for your server:

      1. Go to the Lenovo Data Center Support website.

      2. Enter XClarity Administrator in the Search field.

      3. Either click View All in the Top Articles section to view all tips, or enter keywords in the Search field to find a specific tip.

        Tip
        You can sort the list by Relevance, Popularity, or Newest tips.

  • Submitting a service request with Lenovo Support for XClarity Administrator issues requires Lenovo XClarity Pro. Lenovo XClarity Pro provides entitlement to service and support and the full-function-enablement license. For more information about purchasing Lenovo XClarity Pro, contact your Lenovo representative or authorized business partner.

  • Ensure that the Default Lenovo Call Home forwarder is configured and enabled (see Setting up automatic problem notification to Lenovo Support (Call Home)).

  • Ensure that all ports that XClarity Administrator requires (including ports that are required for Call Home) are available before you enable Call Home. For more information about ports, see Port availability.

  • Ensure that a connection exists to the Internet addresses that are required by Call Home. For information about firewalls, see Firewalls and proxy servers.

  • If XClarity Administrator accesses the Internet through an HTTP proxy, ensure that the proxy server is configured to use basic authentication and is set up as a non-terminating proxy. For more information about setting up the proxy, see Configuring network access.

About this task

If a Call Home is already in progress when another Call Home is initiated, data is collected and sent to Lenovo Support for the first Call Home before data is collected and sent for the second Call Home. Therefore, there might be a delay in sending data for the second Call Home.

Procedure

Complete the following steps to report a problem with XClarity Administrator.

  • If Call Home is configured, perform the following steps to open a service ticket, collect and download the service data for the management server, and send the files to the Lenovo Support Center:

    1. From the XClarity Administrator title bar, click Report Problem. The management server tests the connection to Lenovo Support.

    2. Click Continue to display the Software Problem Information dialog.

    3. Provide your Lenovo customer number that you received when you purchased Lenovo XClarity Pro.

    4. Provide information about the problem, including relevant event IDs and devices that are associated with the problem.

      Note

      • Service logs and data for the management server is collected and sent automatically.

      • If you selected devices that are associated with the problem, service data for the devices is also collected and sent automatically.

      • You can attach additional files to aid the Lenovo Support in troubleshooting the problem (including screen captures and video clips) by clicking Upload File.

    5. Provide steps to reproduce the problem.

    6. Select the functional area where the problem occurred.

    7. Click Next.

    8. Specify information about the primary person to contact about the problem. To specify additional contacts, click Add Another Contact.

    9. Click Submit to Lenovo to create a service ticket with Lenovo Support.

  • If Call Home is not configured or is configured but not enabled, you can submit a service request by calling the Lenovo Support Line. For more information, see Getting help and technical assistance.

After you finish

You can monitor open service tickets from the Service Ticket Status page (see Viewing service tickets and status).

You can attach additional files to the open service ticket after the problem is submitted.

  1. From the XClarity Administrator menu bar, click Administration > Service and Support. The Service and Support page is displayed.

  2. Click Service Ticket Status in the left navigation to display the Service Ticket Status page.

  3. Select the service ticket.

  4. Click the Attach Service File, and then select the service-data archive or another file that you want to attach to the service ticket and send to Lenovo Support.