Occasionally we may ask you to collect diagnostic data from a GGC machine when we can’t do this remotely. This ensures that our hardware partners can provide efficient and accurate repairs.
Our hardware partners may not be able to schedule on-site repairs until you supply diagnostic data.
You will need a monitor, keyboard, and a formatted (FAT16/FAT32) USB stick. A mouse is optional.
TSR collection (Dell Hardware)
- Connect the monitor, keyboard, and USB stick (mouse optional).
- Reboot the machine: Hold the power button until the machine powers off. Wait 30 seconds. Press the power button to power the machine on.
- When the machine starts, press F10 to select Lifecycle Controller.
- Select "Hardware Diagnostics -> Run Hardware Diagnostics". If you have no mouse, use the arrow keys.
- Wait for the tests to finish.They might take 45 minutes.
- When the machine reboots, press F10 to select Lifecycle Controller.
- Select "Hardware Diagnostics -> Export SupportAssist collection."
- Select "Hardware and Storage logs" to export.
- Select "Export to USB drive”.
- When the export is finished, remove the USB stick.
- Press Escape to to reboot the machine.
- Copy the zip file from the USB stick and send it to us either as an attachment, or via Google Drive.
AHS log collection (HPE hardware)
- Connect the monitor, keyboard, and USB stick.
- Reboot the machine: hold the power button until the machine powers off. Wait 30 seconds. Press the power button to power the machine on.
- When the machine starts, press F9 to select System Utilities.
- Select "Embedded Applications -> Active Health System Log" and press Enter.
- Select "Download Active Health System Log" and press Enter.
- Complete these fields. Press Enter after each selection or data entry.
- Download Entire Log: not selected
- Range Start Date / Range End Date: Blank
- Select File Location: FAT16/FAT32 partition on USB stick
- File "SERIAL_NUMBER.ahs", using the serial number shown on the machine chassis
- Select "Start Download" and press Enter.
- Reboot the machine.
- Copy the zip file from the USB stick and send it to us either as an attachment, or via Google Drive.
Equus D2860 diagnostics collection (Equus hardware)
You will need a monitor, keyboard, USB stick with a capacity of at least 2GB, and access to a computer with appropriate permissions to download and save the install image file and tools required to create a bootable USB stick.
- Download a copy of the latest GGC setup image (https://dl.google.com/ggc/install/ggc-setup-latest.img).
- Write the image to the USB stick. See the ISP Help Center (https://support.google.com/interconnect?p=usb) for details on how to do this.
- Connect a monitor and keyboard to the machine.
- Insert the prepared setup USB stick in any USB port (front or back).
- If the machine is currently running, power it off by pressing and holding the front panel power switch.
- Power on the machine, by pressing the front power switch.
- It may take 20 to 30 seconds before the machine's fans start running.
- It may take about two minutes before the machine shows any VGA output.
- During POST, hold the "F7" key. A menu appears on the screen, similar to the following:
- Choose the option that shows just the name of the USB stick. Don't choose any option containing "sSATA" or "UEFI".
- Allow some time for the machine to boot from the USB stick. A screen similar to the following should appear:
- Scroll down to "Rescue and recovery" and press ENTER. A screen similar to the following should appear:
- Scroll down to "Collect Diagnostics (Equus D2860 (Itami) only)" and press ENTER.
- The installer will examine the hardware and write a diagnostic file to the root of the USB drive. When it's done, a screen similar to the following should appear:
- Press ENTER to reboot the machine.
- Copy the diagnostic file from the USB drive and send it to us either as an attachment, or via Google Drive.
