Sun Storage [TM] 9990 : How to resolve frequent home phone failures

Asset ID:	1-72-1011436.1
Update Date:	2012-07-30
Keywords:

Solution Type Problem Resolution Sure

Solution 1011436.1 : Sun Storage [TM] 9990 : How to resolve frequent home phone failures

Applies to:

Sun Storage 9990 System - Version Not Applicable to Not Applicable [Release N/A]
All Platforms

Symptoms

Sun Storage[tm] 9990 system connected to HiTrack Center may fail to dial home frequently. From the Hitrack Site manager log, you can see the Modem response "No carrier (or no answer). Waiting to retry..."

If you test the telephone line it may be working fine. Restarting of Hitrack software might solve the issue temporarily but after two or three attempts you could be seeing the same problem.

Cause

Modem driver incompatible.

Solution

Step 1 : Check the modem driver and configuration in Windows XP level.
* Check modem driver installed on the Windows XP is the correct driver for the installed modem. If the modem driver is recognized as "standard Modem" by windows then try to install the actual driver for the installed modem( Most likely the modem would be OMRAN or 3COM make). Modem drivers can be available with Hitrack software.
* If the installed modem has taken COM4 serial port in Windows then try to change it to COM3. This could be because of non-existent modem driver installed and it occupied the COM3 port. So remove the non-existent modem devices. This can be done through "Control Panel --> Phone and Modem options" in Windows XP.
* After removing all modem devices, Scan Hardware from Device Manager to add the modem device to the device tree. This time it could have taken COM3 for the modem.
* From the device Manager, select and right click on the modem to change the properties. In the properties choose the modem speed as 19200 or less if the telephone line has noise. Its advisable to reduce the speed to 19200 or 9600 depends upon telephone line quality.
Step 2: After changing the Modem properties in Windows level, it is required to do the same changes in Hitrack Software as well.
* In the Modem tab of Hitrack panel, be sure to select the proper modem device from the list down menu. If your system has OMRAN modem installed then select OMRAN from the list and you will the modem initialization settings will change accordingly.

DO NOT CHANGE THE DEFAULT INITIALIZATION STRING.

* Change the speed of the modem to the speed you have set in the Windows level.
After these changes restart the SVP if possible or just restart the Hitrack software. Change the Time to call center in the Hitrack and check whether auto dial home working or not. After this change observe the system for several days. If the system is not able to dial home after these changes then it could be the actual telephone line problem at the customer site.

Relief/Workaround
N/A

Additional Information
N/A

Product
Sun StorageTek 9900 Service Processor

Internal Comments
I tried the above procedure in two of my customer site where the dial home was very intermittent. After modifying the configuration changes both the systems are working fine now.

SVP, 9990, phone, modem, hitrack
Previously Published As
88743

Change History
Date: 2007-03-12
User Name: 31620
Action: Approved
Comment: Verified Metadata - ok
Verified Keywords - ok
Verified still correct for audience - currently set to contract
Audience left at contract as per FvF at
http://kmo.central/howto/content/voyager-contributor-standards.html
Checked review date - currently set to 2008-03-09
Checked for TM - adjusted slightly
Publishing under the current publication rules of 18 Apr 2005:
Version: 3
Date: 2007-03-10
User Name: 31620
Action: Accept
Comment:
Version: 0
Date: 2007-03-09
User Name: 100761
Action: Approved
Comment: Good document to check/troubleshoot Hitrack home failures.
Publish it.

- Srinivas.
Version: 0
Date: 2007-03-09
User Name: 149176
Action: Approved
Comment: Hi TR,

I have created this document to share my experience with rest of customer on SE9990 home phone failure. I had taken these inputs from various Radiance case history found in Sunsolve. I followed these procedures in two of customer system and found the system is now able to dial home continously for the last 20 days.

Please review this document and let me know if you have any queries.

Thanks

Seeni
Version: 0
Date: 2007-03-09
User Name: 149176
Action: Created
Comment:
Version: 0
Product_uuid
18284a51-cba7-11d8-ab52-080020a9ed93|Sun StorageTek 9900 Service Processor

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