| Asset ID: |
1-71-1015576.1 |
| Update Date: | 2012-02-19 |
| Keywords: | |
Solution Type
Technical Instruction Sure
Solution
1015576.1
:
VTL - What are the Common Questions for VTL problem determination?
| Related Items |
- Sun StorageTek VTL Prime System
- Sun StorageTek VTL Value System
- Sun StorageTek VTL Plus Storage Appliance
- Sun StorageTek VTL Storage Appliance
|
| Related Categories |
- PLA-Support>Sun Systems>TAPE>Virtual Tape>SN-TP: VTL
- .Old GCS Categories>Sun Microsystems>Storage - Tape>Tape Virtualization
|
PreviouslyPublishedAs
223996
Applies to:
Sun StorageTek VTL Plus Storage Appliance - Version: 1.0 - Build 1323 to 2.0 - Build 1656 - Release: 1.0 to 2.0
Sun StorageTek VTL Prime System - Version: 1.0 - Build 1813 to 1.1 - Build 2076 [Release: 1.0 to 1.0]
Sun StorageTek VTL Value System - Version: 1.0 - Build 1323 to 1.0 - Build 1323 [Release: 1.0 to 1.0]
Sun StorageTek VTL Storage Appliance - Version: 4.0 - Build 1221 to 4.0 - Build 1221 [Release: 4.0 to 4.0]
All Platforms
.
***Checked for relevance on 21-07-2011*** (dd-mm-yyyy)
Goal
What are the common questions for beginning VTL troubleshooting?
What information should be gathered to escalate a VTL case for initial problem determination?
Solution
Collect as much information as possible before ending contact with customer!
- Description of the problem (detailed as possible)
- Is any functionality of VTL affected/degraded, if so, list.
- When did issue first occur (date and time)?
- Any recent changes to system/environment?
- Has problem occurred before? If so, what was done to correct?
- Is VTL server(s) currently up or down?
- Is this an HA (failover) configuration?
- Can VTL Console connect to VTL server(s)?
- Any error messages in VTL console?
- Is this a production VTL?
- What version/build of VTL software (In VTL GUI, press Help>About...)?
NOTE: "One-off" VTL implementations will be escalated directly to FalconStor.
- Has local Oracle field support been engaged or contacted? If so, who?
- Get Xray from VTL server (see [Document 1199883.1 for details on running Xray)
If description of problem indicates disk array issues:
- Determine array model number 6140 etc..
- Get all supportdata from disk array
- If hardware failure, engage Midrange Disk or dispatch with CAP, where appropriate.
If description of problem indicates backup application issues:
- Any error messages in backup software logs/GUI
- Backup software type and version
- Are backup servers able to access VTL server
- If media issue, what are some of the tape barcodes having issues
- Backup server OS type and version
- Backup software name and version
- Get backup software log, if available.
- If necessary, get backup server system log
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