Support information provisioning system
A support information provisioning system a support device, an external device; and a customer device. The customer device includes an external connector and a remote access controller device that is coupled to the external connector. In situations where the customer device is experiencing at least one customer device issue that prevents the customer device from provisioning support information related to the operation of the customer device, the remote access controller device operates to detect that the external device has been connected to the external connector and, in response, automatically cause new support information about that customer device to be generated. When the external device is subsequently connected to the support device, it may then provide that new support information to the support device for analysis.
1. A support information provisioning system, comprising:
a support device;
an external device; and
a computing device that is configured, while the computing device is experiencing at least one computing device issue that prevents the computing device from provisioning support information related to the operation of the computing device via a primary provisioning route that 1 ) includes a network and that 2 ) otherwise allows the computing device to provision support information through the network when the computing device is not experiencing the at least one computing device issue, to:
detect that the external device has been connected to the computing device;
automatically generate, in response to detecting that the external device has been connected to the computing device, support information related to the operation of the computing device subsequent to experiencing the at least one computing device issue; and
automatically provide the support information to the external device, wherein the external device is configured to subsequently provide the support information to the support device following disconnection of the external device from the computing device and connection of the external device to the support device.
2. The system of claim 1 , wherein the computing device includes at least one storage subsystem, and wherein the computing device is configured, while the computing device is experiencing the at least one computing device issue, to:
automatically retrieve, from the at least one storage subsystem in response to detecting that the external device has been connected to the computing device, previously stored support information about the computing device; and
automatically provide the previously stored support information to the external device, wherein the external device is configured to subsequently provide the previously stored support information to the support device following connection of the external device to the support device.
3. The system of claim 1 , wherein the external device is connected to the computing device via a Universal Serial Bus (USB) connector included on the computing device.
4. The system of claim 1 , wherein the at least one computing device issue includes at least one of a no Power On Self Test (no-POST) event, a no Operating System (no-OS) event, a no-video event, and a no-network event.
5. The system of claim 1 , wherein the computing device is configured, while the computing device is experiencing the at least one computing device issue, to:
determine that the external device includes authorization information; and
automatically generate, in response to detecting that the external device has been connected to the computing device and determining that the external device includes the authorization information, the support information about the computing device.
6. The system of claim 1 , wherein the computing device is configured, while the computing device is experiencing the at least one computing device issue, to:
determine private customer information that is included in the support information; and
remove the private customer information from the support information prior to providing the support information to the external device.
7. The system of claim 1 , wherein the support information includes at least one of: logs generated subsequent to the computing device experiencing the at least one computing device issue, chassis logs, and connected device logs.
8. An Information Handling System (IHS), comprising
a processing system; and
a memory system that is coupled to the processing system, wherein the memory system includes instructions that, when executed by the processing system, cause the processing system to provide a support information engine that is configured, while the Information Handling System (IHS) is experiencing at least one IHS issue that prevents the IHS from provisioning support information related to the operation of the IHS via a primary provisioning route that 1 ) includes a network and that 2 ) otherwise allows the IHS to provision support information through the network when the IHS is not experiencing the at least one IHS issue, to:
detect that an external device has been connected to the IHS;
automatically generate, in response to detecting that the external device has been connected to the IHS, support information related to the operation of the IHS subsequent to experiencing the at least one IHS issue; and
automatically provide the support information to the external device.
9. The IHS of claim 8 , further comprising:
at least one storage subsystem that is coupled to the processing system, wherein the support information engine is configured, while the IHS is experiencing at least one IHS issue, to:
automatically retrieve, from the at least one storage subsystem in response to detecting that the external device has been connected to the IHS, previously stored support information about the IHS; and
automatically provide the previously stored support information to the external device.
10. The IHS of claim 8 , wherein the external device is connected to the IHS via a Universal Serial Bus (USB) connector that is coupled to the processing system.
11. The IHS of claim 8 , wherein the at least one IHS issue includes at least one of a no Power On Self Test (no-POST) event, a no Operating System (no-OS) event, a no-video event, and a no-network event.
12. The IHS of claim 8 , wherein the support information engine is configured, while the IHS is experiencing the at least one IHS issue, to:
determine that the external device includes authorization information; and
automatically generate, in response to detecting that the external device has been connected to the IHS and determining that the external device includes the authorization information, the support information about the IHS.
13. The IHS of claim 8 , wherein the support information engine is configured, while the IHS is experiencing the at least one IHS issue, to:
determine private customer information that is included in the support information; and
remove the private customer information from the support information prior to providing the support information to the external device.
14. A method for providing support information, comprising:
detecting, by a computing device while the computing device is experiencing at least one computing device issue that prevents the computing device from provisioning support information related to the operation of the computing device via a primary provisioning route that 1 ) includes a network and that 2 ) otherwise allows the computing device to provision support information through the network while the computing device is not experiencing the at least one computing device issue, that an external device has been connected to the computing device;
automatically generating, by the computing device in response to detecting that the external device has been connected to the computing device, support information related to the operation of the computing device subsequent to experiencing the at least one computing device issue; and
automatically providing, by the computing device, the support information to the external device.
15. The method of claim 14 , further comprising:
automatically retrieving, by the computing device from at least one storage subsystem included in the computing device and in response to detecting that the external device has been connected to the computing device, previously stored support information about the computing device; and
automatically providing, by the computing device, the previously stored support information to the external device.
16. The method of claim 14 , wherein the external device is connected to the computing device via a Universal Serial Bus (USB) connector.
17. The method of claim 14 , wherein the at least one computing device issue includes at least one of a no Power On Self Test (no-POST) event, a no Operating System (no-OS) event, a no-video event, and a no-network event.
18. The method of claim 14 , further comprising:
determining, by the computing device while the computing device is experiencing at least one computing device issue, that the external device includes authorization information; and
automatically generating, by the computing device in response to detecting that the external device has been connected to the computing device and determining that the external device includes the authorization information, the support information about the computing device.
19. The method of claim 14 , further comprising:
determining, by the computing device while the computing device is experiencing at least one computing device issue, private customer information that is included in the support information; and
removing, by the computing device, the private customer information from the support information prior to providing the support information to the external device.
20. The method of claim 14 , wherein the support information includes at least one of: logs generates subsequent to the computing device experiencing the at least one computing device issue, chassis logs, and connected device logs.