Run diagnostics, collect logs to troubleshoot Azure Stack Edge device issues

APPLIES TO: Yes for Pro GPU SKUAzure Stack Edge Pro - GPUYes for Pro R SKUAzure Stack Edge Pro RYes for Mini R SKUAzure Stack Edge Mini R                  

This article describes how to run diagnostics, collect a Support package, gather advanced security logs, and review logs to troubleshoot device upload and refresh issues on your Azure Stack Edge device.

Run diagnostics

To diagnose and troubleshoot any device errors, you can run the diagnostics tests. Do the following steps in the local web UI of your device to run diagnostic tests.

  1. In the local web UI, go to Troubleshooting > Diagnostic tests. Select the test you want to run and select Run test. The test diagnoses any possible issues with your network, device, web proxy, time, or cloud settings. You are notified that the device is running tests.

    Select tests

  2. After the tests have completed, the results are displayed.

    View test results

    If a test fails, then a URL for recommended action is presented. Select the URL to view the recommended action.

    Review warnings for failed tests

Collect Support package

A log package is composed of all the relevant logs that can help Microsoft Support troubleshoot any device issues. You can generate a log package via the local web UI.

Do the following steps to collect a Support package.

  1. In the local web UI, go to Troubleshooting > Support. Select Create support package. The system starts collecting support package. The package collection may take several minutes.

    Select add user

  2. After the Support package is created, select Download Support package. A zipped package is downloaded on the path you chose. You can unzip the package and the view the system log files.

    Select add user 2

Gather advanced security logs

The advanced security logs can be software or hardware intrusion logs for your Azure Stack Edge Pro device.

Software intrusion logs

The software intrusion or the default firewall logs are collected for inbound and outbound traffic.

  • When the device is imaged at the factory, the default firewall logging is enabled. These logs are bundled in the support package by default when you create a support package via the local UI or via the Windows PowerShell interface of the device.

  • If only the firewall logs are needed in the support package to review any software (NW) intrusion in the device, use -Include FirewallLog option when creating the support package.

  • If no specific include option is provided, firewall log is included as a default in the support package.

  • In the support package, firewall log is the pfirewall.log and sits in the root folder. Here is an example of the software intrusion log for the Azure Stack Edge Pro device.

    #Version: 1.5
    #Software: Microsoft Windows Firewall
    #Time Format: Local
    #Fields: date time action protocol src-ip dst-ip src-port dst-port size tcpflags tcpsyn tcpack tcpwin icmptype icmpcode info path
    
    2019-11-06 12:35:19 DROP UDP 5.5.3.197 224.0.0.251 5353 5353 59 - - - - - - - RECEIVE
    2019-11-06 12:35:19 DROP UDP fe80::3680:dff:fe01:9e88 ff02::fb 5353 5353 89 - - - - - - - RECEIVE
    2019-11-06 12:35:19 DROP UDP fe80::3680:dff:fe01:9e88 ff02::fb 5353 5353 89 - - - - - - - RECEIVE
    2019-11-06 12:35:19 DROP UDP fe80::3680:dff:fe01:9e88 ff02::fb 5353 5353 89 - - - - - - 
    2019-11-06 12:35:19 DROP UDP fe80::3680:dff:fe01:9d87 ff02::fb 5353 5353 79 - - - - - - - RECEIVE
    2019-11-06 12:35:19 DROP UDP 5.5.3.193 224.0.0.251 5353 5353 59 - - - - - - - RECEIVE
    2019-11-06 12:35:19 DROP UDP fe80::3680:dff:fe08:20d5 ff02::fb 5353 5353 89 - - - - - - - RECEIVE
    2019-11-06 12:35:19 DROP UDP fe80::3680:dff:fe08:20d5 ff02::fb 5353 5353 89 - - - - - - - RECEIVE
    2019-11-06 12:35:19 DROP UDP fe80::3680:dff:fe01:9e8b ff02::fb 5353 5353 89 - - - - - - - RECEIVE
    2019-11-06 12:35:19 DROP UDP fe80::3680:dff:fe01:9e8b ff02::fb 5353 5353 89 - - - - - - - RECEIVE
    2019-11-06 12:35:19 DROP UDP 5.5.3.33 224.0.0.251 5353 5353 59 - - - - - - - RECEIVE
    2019-11-06 12:35:19 DROP UDP fe80::3680:dff:fe01:9e8b ff02::fb 5353 5353 89 - - - - - - - RECEIVE
    2019-11-06 12:35:19 DROP UDP fe80::3680:dff:fe01:9e8a ff02::fb 5353 5353 89 - - - - - - - RECEIVE
    2019-11-06 12:35:19 DROP UDP fe80::3680:dff:fe01:9e8b ff02::fb 5353 5353 89 - - - - - - - RECEIVE
    

Hardware intrusion logs

To detect any hardware intrusion into the device, currently all the chassis events such as opening or close of chassis, are logged.

  • The system event log from the device is read using the racadm cmdlet. These events are then filtered for chassis-related event in to a HWIntrusion.txt file.

  • To get only the hardware intrusion log in the support package, use the -Include HWSelLog option when you create the support package.

  • If no specific include option is provided, the hardware intrusion log is included as a default in the support package.

  • In the support package, the hardware intrusion log is the HWIntrusion.txt and sits in the root folder. Here is an example of the hardware intrusion log for the Azure Stack Edge Pro device.

    09/04/2019 15:51:23 system Critical The chassis is open while the power is off.
    09/04/2019 15:51:30 system Ok The chassis is closed while the power is off.
    

Troubleshoot device upload and refresh errors

Any errors experienced during the upload and refresh processes are included in the respective error files.

  1. To view the error files, go to your share and select the share to view the contents.

  2. Select the Microsoft Data Box Edge folder. This folder has two subfolders:

    • Upload folder that has log files for upload errors.
    • Refresh folder for errors during refresh.

    Here is a sample log file for refresh.

    <root container="test1" machine="VM15BS020663" timestamp="03/18/2019 00:11:10" />
    <file item="test.txt" local="False" remote="True" error="16001" />
    <summary runtime="00:00:00.0945320" errors="1" creates="2" deletes="0" insync="3" replaces="0" pending="9" />
    
  3. When you see an error in this file (highlighted in the sample), note down the error code, in this case it is 16001. Look up the description of this error code against the following error reference.

    Error code Error description
    100 The container or share name must be between 3 and 63 characters.
    101 The container or share name must consist of only letters, numbers, or hyphens.
    102 The container or share name must consist of only letters, numbers, or hyphens.
    103 The blob or file name contains unsupported control characters.
    104 The blob or file name contains illegal characters.
    105 Blob or file name contains too many segments (each segment is separated by a slash -/).
    106 The blob or file name is too long.
    107 One of the segments in the blob or file name is too long.
    108 The file size exceeds the maximum file size for upload.
    109 The blob or file is incorrectly aligned.
    110 The Unicode encoded file name or blob is not valid.
    111 The name or the prefix of the file or blob is a reserved name that isn't supported (for example, COM1).
    2000 An etag mismatch indicates that there is a conflict between a block blob in the cloud and on the device. To resolve this conflict, delete one of those files – either the version in the cloud or the version on the device.
    2001 An unexpected problem occurred while processing a file after the file was uploaded. If you see this error, and the error persists for more than 24 hours, contact support.
    2002 The file is already open in another process and can't be uploaded until the handle is closed.
    2003 Couldn't open the file for upload. If you see this error, contact Microsoft Support.
    2004 Couldn't connect to the container to upload data to it.
    2005 Couldn't connect to the container because the account permissions are either wrong or out of date. Check your access.
    2006 Couldn't upload data to the account as the account or share is disabled.
    2007 Couldn't connect to the container because the account permissions are either wrong or out of date. Check your access.
    2008 Couldn't add new data as the container is full. Check the Azure specifications for supported container sizes based on type. For example, Azure File only supports a maximum file size of 5 TB.
    2009 Couldn't upload data because the container associated with the share doesn't exist.
    2997 An unexpected error occurred. This is a transient error that will resolve itself.
    2998 An unexpected error occurred. The error may resolve itself but if it persists for more than 24 hours, contact Microsoft Support.
    16000 Couldn't bring down this file.
    16001 Couldn't bring down this file since it already exists on your local system.
    16002 Couldn't refresh this file since it isn't fully uploaded.

Next steps