Technical Support Request and Data Collection Commands for Intel® Optane™ Persistent Memory
This article describes the technical support request and data collection commands for Intel® Optane™ persistent memory.
Submit a technical support request after collecting the information below. Navigate the Online Service Center to submit tickets.
Technical Support Request
- Open one case per each issue.
- Title or subject should capture a concise summary of the problem:
- Describe the main issue.
- If desired, indicate the urgency.
- Customer information:
- Name
- Contact information (email and phone)
- Organization
- Job title
- Product information can be found from label:
- Serial Number
- Module Capacity
- Work Order Number
- Product Name
- Part Number
- PBA Number
- Provide detailed description and failure analysis information:
- Operating conditions and how issue was discovered.
- What causes the failing state, and can Intel duplicate issues?
- How is it misbehaving and are there error messages?
- What troubleshooting steps have been taken?
- Is this a new issue?
- How was the system behaving prior to encountering the issue?
- Frequency of occurrence (always? random? under some conditions? other?)
- Indicate urgency:
- Describe business/project impact.
- Give your assessment of the severity of the issue.
- Provide current state (back in production, partially usable, or problem no longer exists).
- Take basic troubleshooting steps:
- Ensure DRAM and PMem devices adheres to DIMM slot location policy.
- Verify OS and BIOS firmware complies according to approved versions.
- See following Data Collection Request
- Provide command outputs and logs/captures from suspected server.
Data Collection Commands for Analysis
- Send "#" command and collect output.
- Collect other logs.
Note | PMem manageability support is available in Linux github.org open source for "ipmctl" and "ndctl". |
- https://github.com/intel/ipmctl
- https://github.com/pmem/ndctl
- Microsoft will provide Windows Server* OS support.
- Server and firmware versions:
# hostnamectl
# dmidecode -t bios
# lscpu (or, cat /proc/cpuinfo)
# uname -a
# dmidecode | grep -A4 '^Base Board Information'
- Memory and storage specifics:
# df
# cat /proc/meminfo (| head -3)
# free <-m | -t -m>
# dmidecode -t 16
# dmidecode -t 17
- Log collections:
dmesg -T > dmesg_T_<hostname>_<yyyymmdd>
syslog (/var/log/messages)
SEL logs (System Event Log)
- ipmtl Management Support Commands:
# ipmctl show -topology
# ipmctl show -dimm
# ipmctl show -firmware
# ipmctl show -memoryresources
# ipmctl show -region
# ipmctl show -sensor
# ipmctl show -error (Thermal|Media) -dimm
# ipmctl show -d BootStatus –dim
# ipmctl dump -destination <hostname_debugdump_log_yyyymmdd> -debug -dimm <0x0001>
# ipmctl dump -destination <hostname_supportdump_log_yyyymmdd> -support