Sun Storage 7000 Unified Storage System: Root Cause Analysis Request

Asset ID:	1-79-1416686.1
Update Date:	2012-04-26
Keywords:

Solution Type Predictive Self-Healing Sure

Solution 1416686.1 : Sun Storage 7000 Unified Storage System: Root Cause Analysis Request

Applies to:

Sun ZFS Storage 7120 - Version Not Applicable to Not Applicable [Release N/A]
Sun ZFS Storage 7420 - Version Not Applicable to Not Applicable [Release N/A]
Sun Storage 7110 Unified Storage System - Version Not Applicable to Not Applicable [Release N/A]
Sun Storage 7210 Unified Storage System - Version Not Applicable to Not Applicable [Release N/A]
Sun Storage 7410 Unified Storage System - Version Not Applicable to Not Applicable [Release N/A]
7000 Appliance OS (Fishworks)

Purpose

This document is for customers opening a Service Request for Root Cause Analysis (RCA) with Sun Storage 7000 Unified Storage Systems and Sun ZFS Storage 7000 Appliance.

The process can be as short as 10 business days with all the data provided at the time the Service Request is open. Please be prepared to assist Oracle's technical support engineer with additional data. If additional data is requested for a RCA, such as: core dumps, analytics, other data on the system, or from clients/servers communicating with the 7000 Appliance. The 10 business for a RCA day will be exceeded.

Scope

The documentation and tools required to complete a Root Cause Analysis (RCA):

Support Bundle
Shared Shell Access
Wire Shark (Microsoft client/server product)
Detailed Problem Statement
Capture the Error Message

Details

Support Bundle

Required from all connected 7000 Appliance Nodes

From BUI:

Maintenance -> System -> click on + sign next to Support Bundles

From CLI:

CLI:> maintenance system sendbundle

Manual Download/Upload of support bundle is the same

process through the BUI but the upload will fail then click the down arrow to the right of the generated support bundle /cores/{ak.uuid.tar.gz} file name, in the pop-up window on the desktop select the directory you want to download the file to your local system. Then goto https://supportfiles.sun.com and upload the Support Bundle under the /cores directory.

Once the new bundle is being generated/uploaded, please update https://support.oracle.com SR {3-XXXXXX} with the exact name of the file that is being built.

Shared Shell

Required from all connected 7000 Appliance Nodes (Do not start until requested by a Oracle technical engineer)

http://oracle.com/123

Once at this page, please scroll to the bottom and click on the link to launch the application.



- Once shared shell has launched, please enter your Sun Online account information in the left-hand side of the window.

- On the right side please choose initiate a session.

- Enter the name or IP address of the array in question.

- Use SSH and port 22 for the protocol information.

- Root will be the login used for this session.



Once the session has been initiated you will then need to enter your root password. To allow a Oracle technical support engineer to join your session, please click on conference -> invite, and provide them with the 6-digit code that you see generated.

If this is the first time you have heard about or used Shared Shell, please feel free to contact Oracle at 1800-633-0738 with any questions or concerns.

Please note the few additional steps: From Shared Shell version 4.4, due to be released on 6th November 2011, Customers and Partners will need to login with their oracle.com / My Oracle Support email address and password. Customers and Partners can register for an oracle.com login at http://myprofile.oracle.com. Sun Online Accounts cannot be used to login. Please also note that if you enter an incorrect email address / password combination, you will currently receive a "timeout" message, instead of "incorrect password".

Wireshark

is required for Microsoft clients and server to analyze the network connection (Solaris snoop)

Wireshark is a network packet analyzer. A network packet analyzer will try to capture network packets and tries to display that packet data as detailed as possible.

You could think of a network packet analyzer as a measuring device used to examine what's going on inside a network cable, just like a voltmeter is used by an electrician to examine what's going on inside an electric cable (but at a higher level, of course).



How to use Wireshark http://wiresharkdownloads.riverbed.com/video/wireshark/introduction-to-wireshark/

Download http://www.wireshark.org/download.html

Wireshark Users Guide http://www.wireshark.org/docs/wsug_html_chunked/

A detailed problem statement:

who does it affect / does not affect.
what does it effect / does not affect.
how does it effect / does not affect.
when is it a problem / is not a problem.
where is it a problem / is not a problem.

When I try to connect my 7110 on March 02, 2012 at 3pm Eastern time. I can not access the BUI or CLI. When I connect from a terminal window ssh root@sp_ip_address I get the ILOM/SP prompt and see the following missing information:

Capture of the Error:

-> show /SYS



/SYS

Targets:

MB

FB0

FB1

PS0

PS1

SASBP

T_AMB

ACT

LOCATE

INTSW

SERVICE

PSU_FAULT

FAN_FAULT

TEMP_FAULT

SP

PDB



Properties:

type = Host System

chassis_name = SUN FIRE X4240

chassis_part_number = 540-7618-XX

chassis_serial_number = 0000000-0000000000

chassis_manufacturer = SUN MICROSYSTEMS

product_name = SUN FIRE X4240

product_part_number = 000-0000-00

product_serial_number = 0000000000

product_version = (none)

product_manufacturer = SUN MICROSYSTEMS

power_state = On



Commands:

cd

reset

set

show

start

stop



->

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