Sun Storage 6920 System
 

GCS>Sun Microsystems>Storage - Disk>Modular Disk - 6xxx Arrays
 

• StorADE Alarms(issued via email, or observed in the User Interface)
• Amber LEDs
• Loss of Access(Outage, can't find data, etc)
• Appearance of filesystem corruption
• Application discovered corruption
• Application failed/services stopped
• Application can't read data
• Bad/Slow performance
• Data Host Messages
• Array Event Log Messages

Please validate that each troubleshooting step below is true for your environment. The steps will provide instructions or a link to a document, for validating the step and taking corrective action as necessary. The steps are ordered in the most appropriate sequence to isolate the issue and identify the proper resolution. Please do not skip a step.

A. Verify presence of fault(Amber) LEDs on the array

If you are remote and cannot review the array physically, please
skip this step and skip to step B.

1. Use the table below to locate and review component fault LEDs.

2. Note any fault LEDs that are lit, and continue to Step B.

B. Verify the presence of an alarm on the array.

1. Log into the browser interface for your array: https://<my_array_address>:6789
2. Click on the Storage Automated Diagnostic Environment link.
3. Click on the Alarms tab. If there are no alarms, skip to step D. If there are no alarms AND there is a fault LED noted from step A, skip to step E.
4. Continue to step C for each alarm listed.

C. Check the details of the alarm

NOTE: Some alarms are generated to indicate that a component needs to be replaced. For those alarms that link to a Service Adviser action(see step 3), suggesting part replacement, it is recommended that you contact Sun Services, before taking action

1. Click on the Details link in the alarms table.
2. If the Event Code field is listed in the following table, complete the instructions associated with it.
3. If the Event Code field is NOT listed below, Follow the Recommended Actions provided by the [ Click here to access the Service Adviser ] link. This may require a service call to get a replacement part.
4. If the Recommended Actions were followed and this did not alleviate your symptoms go to step D.

D. Verify whether there are Events being logged

1. Log into the browser interface for your array: https://<my_array_address>:6789
2. Click on the Storage Automated Diagnostic Environment link.
3. Click on the Administration Tab.
4. Click on the Event Log Tab.
5. Verify whether there are any Events logged at or around the time of any other symptoms you may be having.
6. For each log entry identified, click on the "Details" link.
7. Check the Event Code in the Event Details page, against the table below. Follow the directions associated with the Event Code. If the Event Code is NOT listed in the table below, go to step E.

E. Additional Data Collection

If after following the above troubleshooting steps, you have not resolved your potential hardware issue, please collect:

• Detailed description of hardware problem(host messages, array messages, etc.)
• Any Amber LED status.
• Array Solution Extract. Refer to <Document: 1003756.1>  How to collect an extractor from a Sun StorEdge[TM] 6920 (2.x and 3.x)
• Whether there is a fault LED present without an alarm.
• Solaris Explorer Collection. Refer to <Document: 1006990.1>  Sun[TM] Explorer Implementation Best Practice
• Microsoft Windows[R] Data Collection. Refer to <Document: 1006608.1>  Microsoft Windows? operating system: How to obtain troubleshooting information for storage issues
• Any other data you deem pertinent.

and contact Sun Support

Instructions for Sun Support

F. Review LEDs on system

Are the LEDs Solid Amber? If so, go to Step G., after identifying the

components based on the table in step A. Most Amber LED's will have an Alarm

associated with them.

Note: A USB Flash with a Solid
RED
LED is not a fault. Refer to <Document: 1018698.1>
: Sun StorEdge[tm] 6320/6920 Service Processor USB flash disk LED is red

G. Review the Alarms logged by the system

1. Recommend component replacement based on alarms logged. If multiple FRU's have failed based on the total number of alarms, skip to Step #.


2. If the Alarm is listed in the table below, follow the recommended actions.


3. If there are no alarms, continue to Step H.

H. Review Event Codes

1. If the Event Code is listed in the table below, follow the recommended actions. Otherwise complete the recommended actions described in the Event.


2. If there are no Events in the array, continue to Step I
   

I. Review 6920 Health

Review customer provided extractor for overall health status. A good guideline

is to review the contents of Document:

•   <Document: 1005447.1> Sun StorEdge[TM] 6920 System Health Checklist. If no faults are found, continue to Step I.

J. Review of Data Host System Health

Host system health should be reviewed from a 6920 Centric perspective. In basic terms, this means that the host data collection should be "mined" for the following information:

   * SCSI errors

    * Fibre Channel errors

    * Path status information(luxadm display for Solaris, sstm for Windows/Other)

This should be adjusted to the time on the SP of the 6920. Host problems that correlate to information found in the messages.dsp file, found in this step

could indicate a fault in one or more of the following major components:

• FC Switch


• FC SFP


• FC Host Bust Adapter


• FC Cables between all segments

Refer to Troubleshooting Document:

<Document: 1009557.1> : Troubleshooting Fibre Channel Devices from the OS

If no host hardware problems are identified, continue to Step K.

K. Escalation

Escalate to the next level of support providing the following data in a central location:

• Detailed description of hardware problem(host messages, array messages, etc.)


• Any Amber LED status.


• Array Solution Extract. Refer to <Document: 1003756.1>  How to collect an extractor from a Sun StorEdge[TM] 6920 (2.x and 3.x)
  


• Whether there is a fault LED present without an alarm.


• Solaris Explorer Collection. Refer to <Document: 1006990.1> Sun[TM] Explorer Implementation Best Practice
  


• Microsoft Windows[R] Data Collection. Refer to <Document: 1006608.1>  Microsoft Windows? operating system: How to obtain troubleshooting information for storage issues
  


• Results of reviewing the extractor from Step I.

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