Analyzing "System not contactable" on Sun Fire [TM] X4100/X4200/X4600/X4100 M2/X4200 M2/X4600 M2 Systems

Asset ID:	1-75-1008403.1
Update Date:	2012-05-11
Keywords:

Solution Type Troubleshooting Sure

Solution 1008403.1 : Analyzing "System not contactable" on Sun Fire [TM] X4100/X4200/X4600/X4100 M2/X4200 M2/X4600 M2 Systems

Applies to:

Sun Fire X4470 Server - Version Not Applicable and later
Sun Fire X4500 Server - Version Not Applicable and later
Sun Fire X4540 Server - Version Not Applicable and later
Sun Fire X4600 M2 Server - Version Not Applicable and later
Sun Fire X4600 Server - Version Not Applicable and later
All Platforms

Purpose

To discuss this information further with Oracle experts and industry peers, we encourage you to review, join or start a discussion in the My Oracle Support Community - Sun x86 Systems

This document attempts to assist in analyzing platforms that have become non-contactable via the ILOM service processor and via telnet / ssh / rsh.

Since applicable systems use the ILOM interface, troubleshooting connectivity problems is very similar. Any exceptions will be clearly outlined in the body of the text.

Troubleshooting Steps

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.

Available Documentation:

The latest documentation on the Sun Fire X86 servers can be found at the following location:

http://download.oracle.com/docs/cd/E19121-01/index.html

This troubleshooting guide makes reference to several of these documents.

Steps to Follow:

Step 1. Verify system power

This is maybe an obvious step, and very easy to do if you are stood next to the platform - not as easy if the platform is remote.

The documentation in the following links provides details what things should be checked and how to do so using the different platform management tools.

Refer to <Document: 1002926.1> "How to check if the platform is powered on, on Sun Fire X4100 / X4100 M2 / X4200 / X4200 M2 / X4600 / X4600 M2 Servers"

If after you have checked for power and find that the system is powered off refer to the following Document, which explains how and what to check if your system is found to be powered off or will not power-on when checked.

Refer to <Document: 1002941.1> "How to check why the is system powered off, on Sun Fire X4100 / X4100 M2 / X4200 / X4200 M2 / X4600 / X4600 M2 Servers"

When the system is still powered off or you find any indicator for issues which causes the system to be powered of, please log the data as described in the document and proceed with step 6 in this document to contact Oracle Support.

If you checked and the system has Power, please go to the next step.

Step 2. Verify SP connectivity

Be clear about how you are trying to contact your server.

If you are trying to connect via ILOM, refer to the ILOM Administration Guide applicable to your platform, available at:

http://www.oracle.com/technetwork/documentation/oracle-x86-servers-190077.html

If you are trying to contact the server via the platform network, go to step 4

NOTE: If after checking your SP connectivity you still have a problem, contact Oracle Support. as outlined in step 4 below

Step 3. Check for any errors on the system

Please refer to <Document: 1008409.1>How to verify platform health on an X4100/X4200/X4600/X4100 M2/X4200 M2/X4600 M2 Systems" for assistance on verifying your platform health

Step 4. Verify network connectivity

The commands to follow to check your network are outlined in the following document:

Please refer to <Document: 1005533.1> "How to verify network connectivity on an x64 platform"

Step 5. Check your platform has not hung

If all the above check out, your platform may be hung (although if you can run the commands in Step 4, you can't be hung...)

Here are some documents which will be helpful if you are still unsure about whether you have hung:

<Document: 1008401.1> "Handling "System hangs" on an x64 Solaris System"
<Document: 1007053.1> "Analyzing System hangs on x64 Linux systems"
<Document: 1017776.1> "What to do on "System hangs" on an x64 Windows Systems"

Step 6. Raise a Service Request

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. For additional support contact Oracle Support.

NOTE: Since you can't contact your server, the amount of data you can gather is limited. For example, if you are running Solaris, you will not be able to complete an explorer data capture. However, in the event you can get the data (maybe you have problems contacting on one Ethernet port only), the link below will show you how.

The following link references support documents assists in the gathering of information from your platform:

<Document: 1018748.1> "How to Run Sun[TM] Explorer and Forward the Data to a Sun Engineer".

A full description of the Sun Explorer package and release notes are available in the Sun Explorer Product Information Center (Doc ID 1312847.1)

<Document: 1010057.1> "How to gather information on SuSE Linux Enterprise"
<Document: 1010058.1> "How to gather information on Red Hat Enterprise Linux"

Previously Published As 91531

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