Automated Diagnosis Requirements and Expectations for X86 platforms (Doc ID 1368515.1)

Last updated on OCTOBER 23, 2019

Applies to:

Goal

This document explains the Automated Diagnosis Service Request creation method. By uploading the required data using My Oracle Support, Automated Diagnosis will process the answers and data immediately after the Service Request is created. Using this method will likely result in a quicker time to resolution than "traditional" Service Request creation methods.

Automated Diagnosis relies on having access to the specific data file(s) noted below.  Uploading the exact data requested will expedite your service.  If anything else is provided, e.g. .txt or .jpg files, automation will exit, signaling that the "data provided does not match expectations".  The exact data requested provides automation with all the necessary information to automatically diagnose an issue, and if needed the part information that is required to expedite dispatch or part shipment.  Incorrect data, such as a .txt file, .jpg file, screen snapshot(s) or messages log may provide some information, but cannot be used for automated diagnosis.  Only one valid bundle can be uploaded, multiple valid data bundles will cause automation to exit.

It is recommended to upload the data during SR creation or upload the required data as soon as possible after SR creation utilizing the MOS Upload Files feature, you will be directed to which data collection method is required dependant on issue, or platform in step 3 of the SR creation process, by the Recommended File value;

    See <Document  1020204.1> Collecting snapshot on ILOM 3.x and later platforms.

    See <Document 1019322.1> How to gather Information from Sun Blade[TM] 6000/6048 systems. 

    See <Document 1312847.1> for details on how to obtain and then run Explorer Data Collector.

    See <Document 761868.1> Exadata Information required for Disk Failures.

Solution

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.