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Hello again Support Community!

Katie, Shane, and Dave here with some tips, tricks, and gotchas for opening an SR with Support and moving your issue to resolution quickly and accurately.


First off, what DOES Support need in order to start troubleshooting your issue? The best information to include:

1. A log gather from your affected Isilon cluster(s) How to collect node information, including log files
-- Include your cluster name(s) and OneFS version(s) or the log file names in your issue description as well so we can locate your logs quickly and start troubleshooting with you!

Remember! If you have ESRS enabled please supply a valid serial number to have us gather the logs for you!
2. If any KB's or other documentation/forum been followed are you able to supply a link or a quick outline of what was done to troubleshoot?
3. Serial number(s) of node(s) that are affected (if applicable)
4. Approximate number of clients being affected by this issue
5. How do your affected clients connect to the cluster? (i.e. SMB, NFS, hadoop, etc.)
-- Please also note if your affected clients are all in one building, zone, etc. This will more than likely be relevant to troubleshooting.
6. Can you consistently reproduce this issue?
-- If so, please be ready to do this with Support during your troubleshooting, preferably live on a webex.

7.If you have used the self service platform for log analysis please upload the resulting zip file as an attachment to the SR: Isilon’s Self-Service Platform (SSP), a troubleshooting and prevention utility is now available for customer use!
8. If non critical/business impacting, have you opened a forum discussion around the issue? This will not only get support but any customers that are active on the forum the ability to supply input, and responses.

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Also, have you looked at our customer troubleshooting guides? These guides, as they are published, will give you the opportunity to get the troubleshooting going and log your session for Support. In some cases, these may even solve your issue and there is no need for a Service Request!




In the event you still need Support assistance, we are no more than a click, chat, or phone call away. To create a service request, you have a few options:


1. Log in to your online account on and go to this page:
2. Engage an Isilon Support engineer directly through Live Chat Support:
3. Call in to EMC Isilon Support at 1-800-782-4362 (For a complete local country dial list, please see this document:


Happy Troubleshooting!


katie.pngKatie Johnson

Technical Support Engineer II/Administration Team Coach

Twitter: @EMCSupport










shane.pngShane Dekart

Technical Support Engineer II

Twitter: @EMCSupport











dave.pngDavid Sjogren

Technical Support Engineer II/Windows Protocols Team Coach

Twitter: @EMCSupport










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EMC Secure Remote Services (ESRS) opens the doors to a world of benefits available only to EMC Customers.


Today, EMC Customers can enjoy:

  • Higher levels of availability
  • Up to 5x faster issue resolution times
  • Secure remote dial-in-support
  • Comprehensive access control and event logging


But that's just the tip of the iceberg. We'll be rolling out a ton of new proactive, predictive and personalized features and functionality through 2016 and 2017, to deliver a true next-gen, best-in-class customer experience. There's never been a better time than now to consider connecting to EMC through ESRS v3!


But whether you're brand new to ESRS, or you've been connecting via ESRS v2 or alternate means like modem and are considering migrating to v3, we know you've likely got some questions. We wanted to make it easy to get answers, so we've assembled a panel made up of some of the brilliant minds behind ESRS. All of whom are eager to answer your questions and address your concerns.


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Ted Weil

EMC Global Services Marketing

Follow Us @EMCSupport


What’s Your Problem?

Posted by kaystoner Nov 9, 2015

Power-searching EMC Online Support


change-socrates-quote.jpgChange is seldom easy. Even if the change is for the better… it’s still change.  There’s often a learning curve involved. And when the change affects something you do every single day, that curve can look steep.


That can seem like a problem. But it doesn't need to be.


When we rolled out the Google Search Appliance (GSA) on Online Support this past September, we expected it would change some things. And we were right. It dramatically reduced the number of results the average searcher sees, when they type their query and hit Enter. It also dramatically increased the number of results that showed less than 100 results. That tells us we are now showing people more narrowly targeted results than ever before.


But still, we've heard feedback that results are not always matching what folks are searching for. That’s a problem we’re actively solving.


With, people are accustomed to typing in their term, hitting Enter, and seeing the exact right results come back. Like over the past decade+, GSA needs to learn from our behavior. We humans at EMC also need to learn from your search activities.


And as we’re all learning and making the system better for you, here are some things you can do to simplify your searches – and increase the chances that you’ll find you what you seek:


  1. Know your issue and state it clearly
    What’s the problem you’re trying to solve? Use double-quotes to get results for exact phrases.  For example, a search for data pool utilization will return thousands of results about data and pools and utilization, while "data pool utilization" will return results about that topic specifically.
    • What product does it relate to? Enter your product name in the Scope by product field and/or add the product name in the top search box.
    What are you NOT trying to solve?  Use the – sign (e.g., to exclude all version 3.2 results, add  -3.2 to your query).
  2. Use the whole search results page to find your results
    • You may find what you seek on the left side of the page. A lot of people miss the “facets” on the left, which show results that do not appear if your original search returns zero results. You can not only select from different resources, but you can also narrow down your problem to a specific product/product family – and work from there.
  3. Bookmarks may help – or they may be a problem.
    • Your bookmarked search results may not work the same way, anymore. GSA is a very different search engine from our prior technology. Yes, things have changed. And you may need to update your bookmarked searches to use the new capabilities we offer.
    • Your new searches may actually be less complicated than before. With updated search, you can type your query in the top field and may never need Advanced Options. Getting the right results may be a matter of starting from scratch and keeping things simple, versus selecting a lot of additional parameters.
    • Got your query right? Bookmark it for future reference.

Nobody likes having a problem. And one of the reasons you come to EMC Online Support is to help solve the problems you unfortunately encounter. We actively monitor Online Support search activity, tracking queries that produce no results – or large numbers of answers which may not be relevant – and tuning the system to meet the needs you've told us you have.

We’re always working to make search better, so please share your experiences and feedback in the comments below, or in our feedback survey.  Search optimization is an ongoing effort at EMC Online Support, and it’s happening even as I write this.

If it weren’t… well, that would be a problem.


Kay Stoner

Principal Program Manager - Search Lead, Online Support

kaystoner (@kaystoner2) | Twitter

Follow Us @EMCSupport


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