000039363 - RSA NetWitness Dell TSR generation fails to create a “tsr.zip” file

Document created by RSA Customer Support Employee on Oct 20, 2020Last modified by RSA Customer Support Employee on Oct 20, 2020
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Article Number000039363
Applies ToRSA Product Set: RSA NetWitness Platform
RSA Product/Service Type: Dell Appliance Series 5, Series 6
RSA Version/Condition: 11.3.x, 11.4.x, 11.5.x
Platform: CentOS
O/S Version: 7
IssueFollowing the command-line instructions to generate a Dell appliance TSR Report fails to create a “tsr.zip” file.

The command-line script output contains the following error message,

mv: cannot stat ‘tsr.zip’: No such file or directory


Reference: How to Determine Add On Components for RSA NetWitness Platform Servers Using TSR Reports

Example of full TSR script output with the error message below.

cd /opt/rsa/hw_report
./install.sh

#########################################################################################
This tool only supports S5 and S6 appliances with RSA NetWitness version 11.3 or higher.
#########################################################################################

Enter y to install or q to quit then press ENTER. y
This will install hardware tools for RSA NetWitness 11.x appliances
Installing dependent packages   package pciutils-3.5.1-3.el7.x86_64 is already installed
        package libxslt-1.1.28-5.el7.x86_64 is already installed
warning: /opt/rsa/hw_report/tools/srvadmin-argtable2-9.4.0-3787.15943.el7.x86_64.rpm: Header V4 RSA/SHA512 Signature, key ID 34d8786f: NOKEY
Preparing...                          ################################# [100%]
Updating / installing...
   1:srvadmin-omilcore-9.4.0-3787.1594################################# [  7%]
     **********************************************************
     After the install process completes, you may need
     to log out and then log in again to reset the PATH
     variable to access the Server Administrator CLI utilities

     **********************************************************
   2:srvadmin-deng-9.4.0-3787.15943.el################################# [ 14%]
   3:srvadmin-omacs-9.4.0-3787.15943.e################################# [ 21%]
   4:srvadmin-hapi-9.4.0-3787.15943.el################################# [ 29%]
   5:srvadmin-isvc-9.4.0-3787.15943.el################################# [ 36%]
   6:srvadmin-ominst-9.4.0-3787.15943.################################# [ 43%]
   7:srvadmin-omcommon-9.4.0-3787.1594################################# [ 50%]
   8:srvadmin-xmlsup-9.4.0-3787.15943.################################# [ 57%]
   9:srvadmin-argtable2-9.4.0-3787.159################################# [ 64%]
  10:srvadmin-idracadm7-9.4.0-3787.159################################# [ 71%]
  11:srvadmin-omacore-9.4.0-3787.15943################################# [ 79%]
  12:srvadmin-realssd-9.4.0-3787.15943################################# [ 86%]
  13:srvadmin-nvme-9.4.0-3787.15943.el################################# [ 93%]
  14:srvadmin-cm-9.4.0-20.02.00       ################################# [100%]
Starting OMSA service

Installation has completed.

Enter 5 to collect reports for an S5 appliance.
Enter 6 to collect reports for an S6 appliance.

Make your selection from the menu above and press ENTER. 5
Collecting PCI Slot Report...
Slots Information

Index          : 0
Slot ID        : PCIe Slot 1
Adapter        : [Not Occupied]
Data Bus Width : 16x or x16

Index          : 1
Slot ID        : PCIe Slot 2
Adapter        : [Not Occupied]
Data Bus Width : 8x or x8

Index          : 2
Slot ID        : PCIe Slot 3
Adapter        : PERC H830 Adapter
Data Bus Width : 8x or x8

Collecting BIOS and firmware version report
Version Report

---------------------
Main System Chassis
---------------------

Name    : BIOS
Version : 2.8.0

Name    : iDRAC8
Version : 2.61.60.60 (Build 8)

Name    : Lifecycle Controller
Version : 2.61.60.60

----------
Software
----------

Name    : CentOS Linux
Version : release 7.8.2003 (Core) Kernel 3.10.0-1127.13.1.el7.x86_64 (x86_64)

Name    : Server Administrator
Version : 9.4.0

Collecting TSR...
Job ID = JID_015494682006
RAC1154: The requested operation is initiated.
Run the RACADM jobqueue sub-command, using the job id to check the status of
the requested operation.

Waiting for 6 minutes to let the TSR generation process complete.
Tech Support Report export to local share in progress, Please wait till the operation completes.
mv: cannot stat ‘tsr.zip’: No such file or directory

Zipping up reports...please wait.
Done. Please check the reports folder

ls -lR reports/
reports/:
total 20
-rw-r--r--. 1 root root 10240 Oct  1 05:57 allreports.tar
-rw-r--r--. 1 root root   400 Oct  1 05:50 bios_fw_versions.txt
-rw-r--r--. 1 root root   345 Oct  1 05:50 pci_slots.txt


 
CauseIf the appliance takes longer than 6 minutes to finish, then the script will timeout before the “tsr.zip” can be created.

If any part of the TSR_Collect job fails, then the “tsr.zip” file cannot be created, and this is not detected by the command-line script.
WorkaroundGenerating the TSR Report via the iDRAC UI is often more successful, or will show where the job has failed.
  1. Review the status of the command-line command to generate the TSR Report in the iDRAC UI.
    Example screenshots are for the NetWitness Series 5 appliance.

    After login to the iDRAC UI, check the TSR_Collect Job Queue status in, Overview > Server, Job Queue tab

    If the TSR_Collect job is still running, then wait for it to complete.
    TSR_Collect Running
     
  2. If the TSR_Collect job has failed, review the message for a reason.
    TSR_Collect Errors

    In the above example, SYS165 indicates a Tech Support Report (TSR) data collection option did not complete successfully.

    Reference: Event and Error Message Reference Guide For 13th Generation Dell PowerEdge Servers Version 1.50

    Ensure you have the latest RSA NetWitness approved iDRAC and BIOS firmware version that is installed for your Dell appliance.

    Reference: RSA NetWitness Availability of BIOS & iDRAC Firmware Updates

    After updating the Dell appliance iDRAC and BIOS firmware try run a new TSR_Collect job via the iDRAC UI (preferred), or from the command-line.
     
  3. Once the TSR_Collect job has completed successfully save the Collection.
    TSR_Collect Completed

    In the iDRAC UI, Overview > Server > Troubleshooting, SupportAssist tab, the “Save Collection” button should no longer be grey, click it, after ensuring the “Save Locally” option is selected.
    Save Collection

    Wait for the “Save Collection” to complete.
    Save Collection in progress

    The local PC file should be created as, %TEMP%\ TSR{date_time}_{serial_number}.zip

    Where
    {date_time} is the date time the file exported.
    {serial_number} is the serial number of the Dell appliance.

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