Guides you through recording case context, gathering detailed failure and device information, running supported evidence commands, creating and verifying support files after confirming free space, and adding feature-specific technical-support output as required for diagnostics and Cisco Support.
Use this procedure to collect diagnostics data before contacting Cisco Support for device upgrade issues.
Note
Commands that require service internal or standby-specific trace access must be run only when directed by Cisco Support.
Procedure
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Record case context and failure details.
- Record exact event time and timezone.
- Record the product IDs, serial-number mapping if required for the case, topology, stack or SVL or HA roles, and affected member or supervisor.
- Record the source release, target release, boot mode, upgrade method, exact image or SMU filename, and published hash.
- Record the complete console session from the first command through the failure and recovery attempt.
- Record every prompt response, failure message, service impact, and whether the issue is reproducible.
- Record whether the failure occurred during copy, add, activate, reload or switchover, commit, rollback, or post-validation process.
- Record Catalyst Center task IDs and exports when SWIM initiated the upgrade.
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Run the supported diagnostics commands.
Example:
terminal length 0
show clock
show version
show boot
show install summary
show install active
show install committed
show install inactive
show install uncommitted
show install log
show switch
show switch detail
show redundancy
show redundancy states
show redundancy config-sync failures historic mcl
show issu state detail
show install issu history
show xfsu eligibility
show xfsu status
show graceful-reload
show module
show platform
show inventory
show environment all
show platform resources
show processes cpu sorted
show processes cpu platform sorted 5min
show processes memory platform sorted
show logging
show logging onboard switch active uptime detail
show reload history
show file systems
dir flash:
dir crashinfo:
dir /recursive all-filesystems | include Directory of|crashinfo_|core.gz|fullcore|system-report|kernel.rp|threshold_lowmem_info
show tech-support install
show platform software install-manager switch 1 R0 operation current detail
show platform software install-manager switch 1 R0 operation history detail
The show reload history is available only in newer IOS XE releases; use onboard uptime history instead on older releases where show reload history is not available.
The install-manager syntax varies by stack member, supervisor, and platform location. Use command help to select the supported form.
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Create support files after confirming free space on the device.
- Collect the output of show tech-support command and save to a file on the device.
Example:
switch# show tech-support | redirect flash:ShowTech-after-upgrade.txt
- Create a platform trace archive.
Example:
switch# request platform software trace archive
Creating archive file [flash:switch_1_RP_0_trace_archive-<TIMESTAMP>.tar.gz]
Done with creation of the archive file
The trace archive preserves IOS XE process traces that can later be overwritten.
- Verify support files are present in the flash.
Example:
switch# dir flash: | include ShowTech|trace_archive|.tar.gz
<FILE_ID> -rw- <SIZE> <DATE> ShowTech-after-upgrade.txt
<FILE_ID> -rw- <SIZE> <DATE> switch_1_RP_0_trace_archive-<TIMESTAMP>.tar.gz
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Copy these files and all event-matching crash or system-report files off the switch and attach them to the case. Add feature-specific technical-support output when applicable.
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Collect stack, StackWise Virtual, diagnostic, platform, or xFSU support output.
Example:
switch# show tech-support stack
switch# show tech-support stackwise-virtual switch all
switch# show tech-support diagnostic
switch# show tech-support platform
switch# show tech-support xfsu