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Asset ID: 1-71-1006159.1
Update Date:2009-09-27
Keywords:

Solution Type  Technical Instruction Sure

Solution  1006159.1 :   Tech Tip: Sun Enterprise[TM] 3000-6500 Initial Data Collection  


Related Items
  • Sun Enterprise 3000 Server
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  • Sun Enterprise 4500 Server
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  • Sun Enterprise 5500 Server
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  • Sun Enterprise 4000 Server
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  • Sun Enterprise 5000 Server
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  • Sun Enterprise 6000 Server
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  • Sun Enterprise 3500 Server
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  • Sun Enterprise 6500 Server
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Related Categories
  • GCS>Sun Microsystems>Servers>Midrange Servers
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PreviouslyPublishedAs
208625


Description
This Technical Instruction provides:
* A listing of the initial data a customer should collect and provide to a
Sun Technical Support Engineer when opening a call to troubleshoot a Sun
Enterprise[TM] 3000-6500 system failure.
* The commands the customer should run in order to collect this initial
data.


Steps to Follow
The information requested is to enable quick determination of root cause in
the event one of the noted servers experiences a failure. The data
collected will assist the Sun Technical Support Engineer in the Customer
Care Center in the expedient and quality identification of the failing
component.
In some cases, additional information may be requested such as core files
and explorers.  You will be advised by the Sun Technical Support Engineer
when this determination is made.
Synopsis:
Initial Data Collection used to assist in Sun Enterprise[TM] 3000-6500
Hardware Troubleshooting.
Description:
Some system failures on the Sun Enterprise[TM] server line do not get
recorded by syslog. This document lists 1 example of a system fault
that does not get logged, and what needs to be done in order to collect
the vital information.
A common failure that does not log enough information to make a good
diagnosis is:  "Fatal error FATAL".  This failure logs a single line entry
in the /var/adm/messages file and no other information.
Example:
unix: [ID XXXXXX kern.notice] System booting after fatal error FATAL
From the above error message, we know the system rebooted, but we have
no information as to the probable cause.  The important data needed to
assist in determining the probable cause was sent to serial port A along
with the POST output. Console logging needs to be setup to gather this
data.  If not, the important data is lost.
What to do:
1. Setup console logging read infodoc# 41540.  This document shows several
different ways to setup console logging.
2. Provide the /var/adm/messages file, and the output from "prtdiag -v"
to the Support Engineer.
The data collected should be sent to the Sun Technical Support engineer
working your case.  The engineer may ask for more information/files as
needed.


Product
Sun Enterprise 6500 Server
Sun Enterprise 6000 Server
Sun Enterprise 5500 Server
Sun Enterprise 5000 Server
Sun Enterprise 3500 Server
Sun Enterprise 4000 Server
Sun Enterprise 4500 Server
Sun Enterprise 3000 Server

Sun Enterprise 3000-6500, fatal error, hardware, system failure
Previously Published As
71625

Change History
Date: 2003-09-24
User Name: 91361
Action: Approved
Comment: I spoke with Rich and Rene, doc is ready to publish, and includes the two required paragraphs (below the description).
KE'd, ready to publish.
KE, Matt Steck, x41721
Version: 0
Date: 2003-09-24
User Name: 5563
Action: Approved
Comment: Made changes to the document as suggested by David Re.
List of files requested from customer: prtdiag -v, /var/adm/messages
also point to infodoc that covers setting up console logging.
Removed "Fatal Reset" and only used "Fatal Error" as the example.
Version: 0

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