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Asset ID: 1-75-1019956.1
Update Date:2009-07-29
Keywords:
Solution Type  Troubleshooting Sure

Solution  1019956.1 :   Troubleshooting Sun StorEdge[TM] 6320 Loss Of management Access Faults  

Related Items 
    

  • Sun Storage 6320 System
    •  
Related Categories 
    

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

PreviouslyPublishedAs
249670 


Description
This document addresses the loss of management access 

to the SE6320 array via various symptoms provided.
SYMPTOMS:
  • BUI won't run
  • BUI won't launch
  • Can't access URL
  • BUI does not see array
  • Cannot access config services
  • Cannot access Storade
  • Can't login to config /storade


Steps to Follow
The purpose of this document is to resolve issues specific to logging into the Sun StorEdge[TM] 6320 user interface either via a web browser(BUI) or sscs command line. In order to provide you the most accurate fix, we need you to validate each step in the order referenced. The steps are ordered in the most appropriate sequence. In order to isolate the issue and provide the correct resolution, please do not skip a step
1. Validate Browser Connection to Configuration Services port 9443
1a.  Connect to https://<array_hostname>:9443
  • If this fails go to Step 1b.
  • If this succeeds, you should see a Configuration Services login page.  You have validated that Configuration Services for your array is running.  Please continue to Step 2.
1b.  Connect to https://<array_IP>:9443
  • If this fails go to Step 1c.
  • If this succeeds, and you see a Configuration Services login page, you have validated that Configuration Services for your array are running, but a name resolution issue may exist for the array hostname and the IP address assigned for your network. The network settings for your SE6320 storage array are found under Administration->Network, or by using the "sscs list net" CLI command.  These settings refer to the IP and DNS name services only.  If you are using anything other than DNS for name resolution, you will need to review that name service.  Once this has been corrected, continue to Step 2.
1c. Telnet to the array IP using port 9443 (once connected, you will not be able to execute commands): 

EX: 
#telnet <array-IP> 9443
Connected to <array-IP>.
Escape character is '^]'.

  • If telnet test fails, go to Step 3.    
  • If successful, go to Step 6.

2. Validate Connection to Storage Automated Diagnostic Environment (StorADE) port 7443
2a. Connect to https://<array_hostname>:7443, 
  • If this fails go to Step 2b.
  • If this is successful, you should get a login pop-up for StorADE.  You have validated that StorADE services for your array is running.  Please continue to Step 8.

2b. Connect to https://<array_IP>:7443
  • If this fails go to Step 2c.
  • If successful, and you see the login pop-up for StorADE, you have validated that StorADE services for your array, but a name resolution issue may exist for the array hostname and the IP address assigned for your network. The settings are found under Configuration Services->Administration->Network, or by using the "sscs list net" CLI command.  These settings refer to the IP and DNS name services only.  If you are using anything other than DNS for name resolution, you will need to review that name service.  Once this has been corrected, continue to Step 8.
     
2c. Telnet to the array IP using port 7443 (once connected, you will not be able to execute commands): 
EX: 
#telnet <array-IP> 7443
Connected to <array-IP>.
Escape character is '^]'.
  • If telnet test fails, go to Step 3.
  • If telnet test succeeds, go to Step 6.

3. Validate that you can ping the IP of the Service Processor

 ping <array-IP>

  • If this fails, go to Step 4.
  • If this succeeds, go to Step 6.

4. Validate Cable Connection from local LAN to patch panel User LAN port
4a. Check the cable from your local LAN to the patch panel, and make sure it's connected to the User Lan port. See Getting Started Guide Chapter 2
4b. Open Patch Panel, and check that the cable going from the the User LAN port to the Service Processor Accessory Tray (SPAT) USER LAN port is securely connected.
4c. Check that link light on the SPA Tray labeled User LAN/WAN is lit
4d. Check that the SP is powered on, and the link lights on the SP Network Connections are lit
  • If all cables are seated and link LEDs are lit, continue to Step 5.
  • If an LED is out, go to Step 9.

 5. Validate User LAN speed

The User LAN/WAN connection is only capable of a 10Mbps Half Duplex connection. Best practice is to set the connection to auto-negotiate. Check the link rate on this segment from your network switch/router/hub. 

  • If the link rate is set correctly to Auto-Negotiate, on your network continue to Step 6.
  • If the link rate is NOT set to Auto-Negotiate, change it, and start again at Step 1 in this document.

6. Validate whether an SP boot resolves the issue

At this point it is necessary to power cycle the Service Processor. This will not cause a loss of data access to the array. Simply press and hold the On/Standby switch (can be on the front or rear of the SP depending on v100/v210 model server) to power off the SP. Press button again to power on. Wait at least 10-15 minutes, and repeat Steps 1 through 3. If this fails, continue to Step 7.

7. Try putting the browser host on the User LAN.

  • If possible, try to put the host attempting to get browser access on the same LAN as the User LAN, and start again at Step 1.
  • If this is not possible, or if this fails, continue to Step 9.

8. Login to the Sun Java(TM) Web Console

Enter a supported user name and password. Information on users, user roles, and passwords can be found in the Getting Started Guide Chapter 3. User names can ONLY be storage, admin, or guest.
  • If login fails using a supported user name, using a changed or default password, continue to Step 9.
  • If login is successful, you have validated that you have management access to your 6320 storage array.  
9. At this point, if you have validated that each troubleshooting step above is true for your environment, and the issue still exists, further troubleshooting is required.  It appears that you cannot log into the array either due to a password problem, or the inability to get a login screen on the 6320 Service Processor.  Please contact Sun Support and provide the following information:

  • Whether you get a login screen
  • Which of the array user ID's succeed and fail
  • Whether Sun Storage Remote Response is activated
  • If any link LEDs from step D are not lit
  • If power is not being supplied to the Service Processor(SP) or the SP Accessory Tray(SPAT).
  • If you have attempted to boot the SP as recommended in Step 6.
  • Browser Name and revision


Product
Sun StorageTek 6320 System


 Internal Comments

 This is an INTERNAL continuation of Steps 1-9 above.  The following steps are things that a customer is not expected to be able to do, or has no access to perform the actions.



 10. Validate steps 1 through 6 have been followed with the customer .
  • If step 6 fails to resolve the issue, continue to Step 11.
  • If successful, attempt Step 8 to ensure that the customer can login to the array.
    • If Step 8 fails, continue to Step 13.
    • If Step 8 succeeds, you have validated that the customer can connect to their 6320 array and successfully log into the user interface.
11. Validate the User LAN port connection.  Reference <Document: 1008008.1> Validating User LAN Port Connection for Sun StorEdge [TM] 6320/6920
  • If the User LAN port connection is deemed ok, and you cannot connect to your array, continue to Step 12.
  • If the User LAN port connection is deemed ok, and you can connect to your array, attempt Step 8 to ensure the customer can log into the array.
12. Validate the Services on the SP. Reference <Document: 1007129.1> Validating Services on a Sun StorEdge[TM] 6320/6920 Service Processor
  • If the processes have been validated, and you cannot connect to the array, continue to Step 14.
  • If the processes have been validated, and you can connect to your array, attempt Step 8 to ensure that the customer can log into the array.
13. Validate the User Name and Passwords on the SP
  • If the user name being submitted by the customer is incorrect,  make sure they use the either the storage, admin, or guest user ID's.  The passwords for these ID's are documented in the user guide.
  • If the user name being submitted by the customer is correct, but the password fails to allow access, reset the password for that user on the array.  Reference <Document: 1002709.1> Sun StorEdge[TM] 6320/6920: Resetting User Passwords to Defaults 
14. At this point, if you have validated that each troubleshooting step above is true for your environment, and the issue still exists, further troubleshooting is required.  Please escalate the call to the next level of support with the following information:
  • List of all steps validated above, and where a validation fails in the step.
  • Whether a login prompt is given
  • Whether login fails/succeeds for a specified user
  • Any components replaced as a result of this troubleshooting procedure
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The Knowledge Work Queue for this article is KNO-STO-MIDRANGE_DISK.


 6320, SP, login, network, sscs, browser, normalized, audited



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