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In this Document

Purpose

Troubleshooting Steps

Framing the problem:

Gather useful data:

Common SMB (CIFS) problems:

Directory Service Problems:

Identity Mapping Problems:

Incorrect ACL Settings

Performance Problems:

SMB ops per second is many times higher than it should be:

Unable to connect to SMB shares from Mac OS X 10.7:

Useful Hints and Tips:

Further help required:

References

Applies to:

Purpose

This document is intended to provide a troubleshooting path for problems that involve loss of access to shares that are accessed by clients using the SMB (CIFS) protocol.

Troubleshooting Steps

Problems with client access to the data shares via the NFS protocol can have many causes, many problems that at first glance may appear to be network connectivity problems can be due to other issues. Links to other troubleshooting resolution path documents will be provided below where applicable.

Framing the problem:

First it must be decided whether the problem is likely to be due to issues with the SMB protocol or elsewhere.
Some basic questions must be asked.

Is the problem with loss of connectivity to shares or is it more like a problem accessing a subdirectory or file on a share?
If the problem is due to an inability to read or write to a particular share but the share itself is mounted then this is likely to be a permissions issue that will be better covered in
<Document 1439883.1> "Sun Storage 7000 Unified Storage System: How to Troubleshoot Windows/SMB File and Directory Permissions Isues".

Many SMB share problems are caused by problems with the Directory Services used in an organisation. This is because a user has to be authenticated before they are allowed to mount a share via SMB. Any misconfiguration of the Directory Service used or problem that prevents a user being able to be authenticated by a Directory Service (network issue, Directory Server failure, etc.) can prevent that user from being able to access shares on the Unified Storage Appliance via SMB. For guidelines on correct configuration and troubleshooting of Active Directory problems see
<Document 1402353.1> "Sun Storage 7000 Unified Storage System: How to Troubleshoot Active Directory Issues".

If a share is accessed by both SMB and NFS this creates a requirement for Windows Identities to be able to be mapped to Unix/Linux identities and vice versa. This can create problems if the identity mapping is not configured correctly, or the directory servers that manage it for you have a failure or cannot be reached. Identity mapping problems can cause problems with accessing files and directories on a share but can also cause issues with being able to mount that share for SMB users.  If you are seeing unexpected behaviour then check
<Document 1428753.1> "Sun Storage 7000 Unified Storage System: How to Troubleshoot Identity Mapping and Cross Platform File-sharing Issues".

Many issues are also caused by poor configuration choices, either at the initial set up stage, or when setting some tuning parameters mainly at the client side.
To get more information on configuring the Unified Storage Appliance optimally for your workload and for SMB access to shares see
<Document 1213723.1> "Sun Storage 7000 Unified Storage System: Configuration and tuning for CIFS performance".

To find more about the settings that can be tuned to improve SMB performance check
<Document 1213735.1> "Sun Storage 7000 Unified Storage System: Known CIFS performance issues".

If the problem also involves clients that access the shares via other protocols than SMB, or if the BUI and CLI access are also affected then check the General Network troubleshooting resolution path
<Document 1392086.1> "Sun Storage 7000 Unified Storage System: How to Troubleshoot Network Problems".

Gather useful data:

Useful information to gather will include:

• The Operating System that the client(s) use.
• The Directory Service(s) used
• Can the appliance ping the client IP address and vice versa
• Can the appliance resolve the client hostname and vice versa
• Any errors generated from the client - the files to check will depend on the client operating system, examples would be
  
  • Linux - /var/log/messages
  • Solaris - /var/adm/messages
  • Windows - The "system log" viewable through the "Event Viewer".

At the very least a support bundle will be useful to examine the network configuration of the appliance. See
<Document 1019887.1> "Sun Storage 7000 Unified Storage System: How to collect supportfile bundle using the BUI or CLI".

It is more likely for complex issues that a network trace will need to be gathered to effectively troubleshoot the problem. See
<Document 1398376.1> "Sun Storage 7000 Unified Storage System: How to get a network trace to assist in troubleshooting network problems".

If the problem is more of a performance type issue - e.g. I/O to the share takes longer and longer until the timeout is reached and the share becomes unavailable - then it would be useful to collect the recommended analytics datasets from
<Document 1230145.1> "Sun Storage 7000 Unified Storage System: Collecting Analytics data for CIFS performance issues".

Common SMB (CIFS) problems:

Directory Service Problems:

These will be dealt with in much more detail by <Document 1402353.1>, however an example of a problem that can cause shares to be unavaliable via SMB is:
<Document 1439858.1> "Sun Storage 7000 Unified Storage System: All SMB (Windows) shares are inaccessible".
Also see internal only <Document 1317298.1> "Sun Storage 7000 Unified Storage System: Active Directory Authentication fails - no access to all CIFS shares".

Identity Mapping Problems:

Again these are covered in much greater detail in <Document 1428753.1> but an example of an Identity Mapping problem that can cause SMB clients to be unable to access shares is:
<Document 1347897.1> "Sun Storage 7000 Unified Storage System: Active Directory Users with IDMU identities unable to list or access SMB shares".

Incorrect ACL Settings

Setting ACLs incorrectly will more often lead to problems accessing files or subdirectories within a share(See <Document 1439883.1>), but the following document describes a situation where either an incorrect ACL or a known software issue can cause one or more shares to be unavailable via SMB.
<Document 1439662.1> "Sun Storage 7000 Unified Storage System: Some SMB (Windows) shares are inaccessible".

Performance Problems:

Severe performance problems can cause clients to timeout and drop the connection before receiving acknowledgements of I/O requests. The performance problems can be caused by many issues including problems with the ZFS pool(s).  The following documents should help in identifying any causes:

<Document 1331769.1> "Sun Storage 7000 Unified Storage System: How to Troubleshoot Performance Issues".
<Document 1388529.1> "Sun Storage 7000 Unified Storage System: How to Troubleshoot ZFS Storage Pool Faults".

SMB ops per second is many times higher than it should be:

A known problem can lead to a storm of smb_nt_transact_notify_change IO events which can flood the storage pools IOPS capacity and eventually cause access to the shares to be so slow that they are unusable.  For an explanation and solution see
<Document 1401557.1> "Sun Storage 7000 Unified Storage System: Very high amount of SMB operations per sec".

Unable to connect to SMB shares from Mac OS X 10.7:

For the 10.7 "Lion" release of Mac OS X the SMB implementation was changed. This initially caused problems with Mac OS X 10.7 clients unable to connect to the Unified STorage Appliance's shares.
For the resolution to this please see
<Document 1362933.1> "Sun Storage 7000 Unified Storage System: Clients running Mac OS X Lion (10.7) cannot connect to SMB shares".

Useful Hints and Tips:

Sometimes it is necessary to deny access to all SMB shares, however disabling the SMB service can have unwanted consequences. For the recommended method to temporarily disable SMB access to shares see
<Document 1382700.1> "Sun Storage 7000 Unified Storage System: Temporarily disabling access to cifs / smb shares".

Further help required:

At this point if the problem still exists and further troubleshooting is required please contact Oracle Support Services to raise a new Service Request (SR) via the My Oracle Support portal or by telephoning your Oracle Global Support telephone number.

Please provide all data collated in the steps above to assist in the troubleshooting process.

Back to <Document 1416406.1> ZFS Storage Appliances Troubleshooting Resource Center.

References

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