Navigating SANsolve
Contents
1. E gui SANsolve Knowledge Base LII Welcome Test Customer Type in the keyword s you wish to search for Product An Noinfonnation is svailable andior have a more complicated problem that requires a Customer Care Technician Poeeredby e amp n we Corporation 1999 2001 All rights reseed Dat Hill Customer Support Phone BFT DOT 7324 077 359 7944 zuppuor zdothill emm eee dothil com Page 14 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual SANsolve returns a list of issues that you created with the most recent entry at the top of the list B Seach Hesuliz Fence au Cay X x a F ore p hitp 772716 114 128 T My Hele Cel Suey Found 7 Displaying Page 1 of Page 1 28 Go id per page Case History Test Customer EA Detail View subs 888 Assigned To Administrator Admin C estianimy temporary enabler expired Mantas 167 al superdex dives died i ZDI Support Closed i Upp 3 Questionflad drive nd Box Hil uu um See additional call details by moving to the ISSUE VIEW or DETAIL VIEW tabs Page 15 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Add Attachments amp Activities then SUBMIT You may upload non executable files like error logs screen shots and system2. Ho information is available andior have a mare complicated problem that requires Customer Care Technician Poeeredby e amp n we Corporation 1999 2001 All rights esseed Dat Hill Customer Support Phone BFT DOT P24 877 358 7554 supposed hill com eee com Page 5 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Specify search Criteria Enter key word s as search criteria Entry of a single word returns all knowledge base items referencing said word Entry of multiple words returns all knowledge base items referencing both words in concert Further pare down search criteria by selecting a product category from the drop down menu Default to ALL to return FAQ s for all products Click Search B leat Seach UELLE I Fie Edt Yew Tools Help 58 E E f Back pua Shop 2 2 Dien E bates 216 1741 ohar a SANso ve ah LJ Knowledge Ease Base My Knowledge Base Search Welcome Test Customer in the keyword s you wish te search for bed blacks Product All E31 No information is available andior have a more complicated problem that requires a Customer Care Technician Puwered hy eg n ve 1939 2001 All ights reserved Dot Hill Customer Support Phone BFT DCOT P24 877 353 7554 curn eee dathill com Page 6 of 36 83 000002110 rev A Dot Hill Custom
3. Qlogle 2100 2200 Fibre Channel Lost Connections Platform HOST SGI Onginz100 OS IRM 659m HBA F1 POCH MESCT O2 Switch SP Swateh t RAID SP 42 AC BACKUP Legala Nena 6 0 Build 153 Faslurg Analysis Inspactian of Sanne Logs revealed one dra Che 7 I CI wih bad blocks and Tirna out emors Earlier Loge showed ihe same dine experiencing problems at the beginning of a long lisi of Passed Bad Blocks that were unsuccessfully renagatsatad Shor Term Corera Acton Removed suspected bad drve and initiated a Manual Rebuild of LGC Lian 50058 LVL 5 Raid se using Hot Spare Requested Inimeckate replacement is senl Rebuild Start Time 1000000 20 Feb 2001 Rebuild End 14 10 00 20 Feb 2001 Rebuild Status Successful Long Tern Comeciive Action After rebuild cornpleted we rebooted the Server Client chose reboot option T Ht was al this time that the Host did recognize the loge fibre HBA attached to the MO shosbox asked cheri if he always choose aptian 1 far reboot and shutdown His response was ves suspect the never completely updated the presence of ihe Olagic Fibre HEA As a best we Sollowed the steps outlined below first choosing option fnr reboot then choosing option 4 Using reboot option 1 failed io mcegnize the HEA as in previnus reboot Using option 4 the OS immediately recognized tha HBA and mounted the existing fla systems j erst Seg Page 8 of 36 83 000002110 re
4. Com Digital Tech issue Type DRWA Dia Platinrm MY Markating Comp Part Number SP 4220 AC OS N A Evalyn Socheyn Originator Mako Hagata Status Closed Title CH 3 SCSI bus reset cant recognize any drive in CHS Description When we turned on the system CH 3 SCS bus alas occured at controller and couldnt recognize any deve in CH 3 Wa replaced parte but the problem couldnt be fixed BOM modula 5051 cable of CHS SAMnet 2X chassis which was connected bo CH 3 of SANI 220 controllar units Wile replaced the whole SANAE M220 unit Then the problem was fixed Solution ship replacement chassis GP 4771 ac Hanar Issue 529 Date Opened 100201 1103 BSE 10023001 14 24 Fallure _Suppart Question Serial Humber 2425130750777 Type Hardware Praduct SAHrmnet Fibre Customer RMA 11752 Reference Humber Humber Page 24 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Detail View further expands the view to include attachments and any public activities B Geach E ET hipit 1 128 20 dorbll result sues imp penra bc mda Del nli pages 15 cad Case History Mako Nagata m 771778 oo Issue 722 Date Opened 110101 21 18 MP iat 21 22 Serial Humber 225213402721 i Hardware Product Parmer Customer RMA DBIA T0047 Reference Humber Humber Carpauy Digital Tech Issue DRAMA MiS
5. Maeketing Cam Pant Humber SP 4220 AC OS Evelyn Godwyn Originator Mako Status Chesed Thie CH3 SCSI bus rest cant recognize any dive in CH 3 Description When e turned on the system CHS SOSI bus reset aleays occured af contmoller and couldn recognize arn dre in CHS We replaced following parts but ihe problem couldnt ba EDH module SCSI cable of CH3 BANnet chassis which was connected bo CHA of SAMNet4 22 cominoller unite Wie replaced the whole SAMng 220 unit Then the problem was fixed Solution ship replacement chassis SPs4220 ac Page 25 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Select issue and view details Click on the issue number to display the individual call record The system will display the call summary page as follows SAN so ve Hrcwieckn Baum mala Parser pecu E Ma ening Carp SCS bus meat cant recpgaiza any Dit ia CHI Wihan wa the epee 59051 bua repe abeam arpan contrer and any diea in CHS Wa raplaced kkrwing parts bus the problem coulda be fead EDM rind ule Sanrio chases wich war Connected b C H 3 bani ler urits Wis negated the sheh uni Then the pnrklam wan booed ship replacemant chasse Sean ac Page 26 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Activity view System and use
6. diagrams to SANsolve Please zip large files using WINZIP prior to attaching e Click on the attachments tab Microsoft Internet Explorer Ed 2 Have you completed adding information to the issue The issue will be submitted before you add attachments SANsolve prompts you to confirm that all information in the issue has been entered e Click CANCEL to return to the screen and enter additional information or click OK to proceed SANsolve responds Microsoft Internet Explorer x N Issue submitted now you can add attachments e Click OK SANsolve moves to the Attachments Tab and is ready to accept uploads Note the issue number assigned for this incident appears at the top of the upload screen Page 16 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Attachments screen 3 boi biting 27 SANsolve Attachments far Issue 862 Cr oo New Attachments Fila 1 fC O Browse Eoo File 2 Browse Desc 2 Dest a o If possible please zip up files before uploading intranet dothill cam wass dotkli corr e Position the cursor in the box adjacent to File 1 and click BROWSE e Locate the file and click UPLOAD e Enter description of the file attachment in the box adjacent to Desc 1 Repeat until all required files have been uploaded Page 17 of 36 83 000002110 rev A Dot Hi
7. rican cothil oom wa datbill cam Exiting SANsolve To exit SANsolve click EXIT from the SANsolve Tool Bar Do not exit SANsolve by closing the web browser as this does not close your SANsolve session Page 3 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Knowledge Base Inquiry SANsolve searches Dot Hill s knowledge base via key words essentially the subject of a question you would pose to a help desk representative Single word searches return all results referencing the specified word More specific results may be returned by use of multiple words separated by a space SANsolve returns only results containing all specified words in combination Further limit search results to a specific product family by selecting the appropriate product category from SANsolve s drop down list of products e Select Knowledge Base from the main menu tool bar e Enter key word s e Select product family from drop down list optional e Click Search SANsolve returns a list of answers e Click on the link to display details of the potential solution Page 4 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Access the Knowledge Base Select KNOWLEDGE BASE from the SANsolve tool bar The following screen is displayed SANsolve Knowledge Basa Knowledge My HelpDesk Knowledge Base Search Welcome Test Customer in the keyword s you wish to search for Product al
8. 0 controller wats a s placad Ih whole 220 und Than iha pieblam eas ship aplacempnt ches SP Exxar til cgo ssas cpm Click CLOSE to exit the issue Page 31 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual My Company Issues SANsolve returns a list of all issues for your company osati bie Explorer T Fi n rI himig 114 128 dhire ap peona Issues Found 5 Displaying Page 1 of 1 Page x E 45 par paga Case History Digital Tech Marketing Corp eee 1722 gt Bodwyn poe SS bus reset c cant recognize any drive Closed Michelle Nia have a delectus SANnet7120 as follow c a Bs HCE Shipping Dein Defect Desks Partial Box Hil lased a 1 uestion zM kB 104 14601 tali Casillas CAM SANne1 Contiollers acs inirangi dothil zom ee dothill com The MY COMPANY ISSUES has the same drill down capabilities as MY ISSUES LIST as documented above Page 32 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Change Password Select My Help Desk Change Password hange DIEM Imbeimet iii Edi Favoies oh Hep a Geach E 32 5 3 Hity hess c han ceps Links Customce Links 2 Free windows Medi
9. 000002110 rev A Dot Hill Customer SANsolve User Manual bnini ETC TII B I and Serviced ires About Ua Parara Buppert Search 3 Years Advance Exchange on Enclosure and Controllers 5 Years on Dries 3 Years Advance Exchange followed by 2 Years Ratum to Factory 1 Year Advance Exchange on Enclosure 5 Years on 5 1 Year Advance Exchange followed by 4 Years Rebum to Factory 3 Years Adeance Exchange on Enclosure and Cantrellers 5 Years on Dires 3 Yoars Advance Exchange followed by 2 Years Ratum to Factory 1 Year Advance Exchange on Enclosure and Controllers SAHnat RAID Blade 5 Years on Driug 1 Year Adeanica Exchange followed by 4 Years Rebum to Factory Page 36 of 36 83 000002110 rev A
10. Dot Hill Customer SANsolve User Manual Welcome to SANsolve As a valued Dot Hill Customer you may use SANsolve to e Query Dot Hill s on line knowledge base for answers to your frequently asked questions Simply enter key word s to return related solutions e Interface with Dot Hill s call center to open a new issue status in process events or review your call history Search for all calls related to your company or limit your search to those which you created Access SANsolve at www dothill com support sansolve htm Pipe 7276 114 129 2h ae FeeHomed WindowsMedia E Windows Knowledge Base jen Please enter your username and password information iiserlame rc _Logn Save my pasword and skip this screen in the futura Dot Hill Customer Suppan Phone 877 DOT 7X24 877 363 7504 amp uppr Enter your user name and password at the login prompt Click Login Microsoft Internet Explorer version 5 5 is recommended Page 1 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Page 2 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Navigating SANsolve Navigate SANsolve by selecting options from the tool bar drop down menus B Hews Inbeimet E aporti B Back rate 3 E 2 B Hiccl 2 16114 128 20 oth eme p CASANso ive LJ Knowledge Base News Flash
11. eke NCE Ship Partial JAdtacbed pleases find ihe listing for the latest batch of defectris disks that we would lie io have replaced Please let us krye f any of the jaks eno im eswrranl y aem aen nol sete heemusom adma of them carne hetk m intrans dgthill coe m com Page 20 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual MY HELP DESK Use SANsolve to view account history for all of your calls or all calls for your company From the SANsolve toolbar select MY HELP DESK J Eni Screen II EBERT Edi view Fgeude ooh Hee 2 822 2 28 4 Step Hitoy B Back Fere Seach Faves chess hitp 276174 128 20 tot asp Manes d Edna wir rd ri Pad rw Links 2 Customize Links Windows Media g Windows Enoawiscdge fase kiy Help Cee Ero 1 Erit Help Welcome test partner You are logged on as Partner Dot Hill Customer Support Phone E 7 DOT 7X24 i7 7 358 7324 bm wv qorhil cnr al dax A ed ex Eon Eon Eo Fal 56d 56d gal 564 4 cid ey d 224 Fr ad a ad ad md To view issues that you created select MY ISSUES LIST To view all issues created for your company select MY COMPANY ISSUES Page 21 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual My Issues List MY ISSUES LIST returns a list of all issues that were created by you or
12. er SANsolve User Manual SANsolve returns a list of related FAQ s E ke 20 bios TODO 20 von keladi ant Aoire 2D el TI 2m ge Displaying Page 1 n Page 88 5 per page Search Results Analvsis Ispeclian of Sanne Logs revealed ome drive Che 2 10 wath bad blocks arid Time out amors Earlier Lage showed ihe same drive experiencing problems at the beginning of a bong list of Passed Bad Blocks that were unsuccessfully renegotiated Shor Tarm Comedie Action Removed suspected bad diwe and initiated Rebuild af LGD Lion 50066 LWL 5 Raid sel using intrant dothill coe ees dothil com Page 7 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Click on the blue hyperlink to the FAQ you wish to display J 13 X TUI Mi E o HILL Predict Supper Question Has Reported Failures 1 Hoel connection wath Ehe Sannet Raid sets cannot be seen a Problem xIO board QLogic Combination Problem is concerning the Origin 2100 s PCI Expansion board Glngic card should work with SG XXX See long lem conmechive action 2 Heavy VO causes Path to LGI usgrz tn Fail a Problem Lip amor Messages detected Date stamp 11 Feb 2001 Syslog Messages analysis pending 3 Drive Time oul Problem Uncorrectable Bad blocks delected on one dire CH 2 ID 0 See short tarn comercia action SAN so ve au
13. eturn to the Issue tab and select CLOSE Defective Disks MICE Ship Partial eck Dafacthe Dial ached pleases find the listing fcr the latest batch of detectha disks that ven would nce do have replaced Please let us kreye any of ihe diska ne h we not sume becana aome of them carne lick im intrans dothill coe m9 com ST Page 29 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Attachments Click on the attachments tab to view a list of file attachments to the issue amp 5526 possible please zip up files before uploading rirazet cam were cpm Click the file name to open the file attachment Page 30 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Report Click on the Report Tab to display the call in report format The report format includes the issue page a listing of any public activities and a link to any attachments that have been posted to the call SANsolve Baum Baba Ig amp ue Report for 722 Date Up an HO Soe Sariai Nomb en 2352034171 Reference Pr m ws Iura he 8 CH 3 SCS pezume af ae ira an Brew la CH 3 W pacad Hiang ponte bai the peblam couldnt be daed rig Gite y a CH 3 T SANETI chassis which wae connacied 15 CH 3 of nail 3
14. ll Customer SANsolve User Manual Activities Activities are used to post operational information related to the call including ship to details for rma related activities e Click on the ACTIVITIES tab to post new activities to the call SANsolve displays the following screen SANs ove Bunge Paes HiLL Activity List for lasue S62 en SE C5 oe oo Pio ecbivitiaz founc Click the NEW ACTIVITY button to add activities J New lo liut Ba IUDEX SANso ve Base Beau New Activity for issue 852 VOT 7 13 08 PM Customer Notas Public Acton test partner Page 18 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Enter text message E Hew Achwaty lor spus Wa bileenet m A A bovis SANSso ve Krecwiacdge Base HILL New Activity for Issue 852 a Created I Customer Notes ubl Actis MuWhor esi partner enter new amp ctivity details including ship to information for delivery of BNA materials Test Fartner Test Oo 1234 Test Lane Test City lz345 USA e Click Submit SANsolve returns to the ACTIVITY LIST J Lock hoe beeen WS Moreen leer E opan Page 19 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Click NEW ACTIVITY to add more comments or select an alternate tab To exit the issue return to the Issue tab and select CLOSE Defective Di
15. on your behalf Select MY HELP DESK from the SANsolve toolbar Select MY ISSUES LIST The following screen is displayed J Semch Results Q LIPS us 114 1 2L doll resulted mp pero SANsolve Knowledge Base ni Enmaledge Inss kiy HelpDesk pupal zit ID I Help Issues Found 4 Displaying Page 1 of 1 Page 138 Go per page Case History Mako Nagata eslion Defectwe Disks ese 22 Hii Page 22 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual You may sort the list by clicking on the title of the column by which you want information sorted J ETIN LT TEM Micro Imine pkai 1 E A a Ea m PEI eT enne em re Enowiedgy Dawe big Help Dwell ELI ELI Help Issues Found 4 Page 13 Go per page Case History Mako Nagata m issue view losed TRES p 1 Michelle Mosley Replace 3 failed controllers E Farra Box Hil Page 23 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Issue view offers an expanded view of the returned list EM Ip I P rb M 218 114 128 20 derhiliresulticsues mp ponora bondad saspe local Case History Mako Nagata List view Issue wiew Detail View Date Date Opened 1151 01 21 18 Closed 101 21 22 Serial Humber 22520340021 e Product Partner Customer OR MAIDA Reference Hurnber Humber
16. r generated public activities are visible from the ACTIVITIES tab System generated activities include events like creating the issue User generated activities include e Additional Information working notes created by Dot Hill Representatives in the course of resolving your issue e Customer Notes notes added by you the customer to relay additional information throughout the course of the issue Click on the Activities Tab to display any public activities associated with this issue Activity List fer Hague 455 p Attachments f maport 101520015 047 Dat uum As long as the status of the issue is less than closed you may post new activities to the call SANsolve will alert the representative to whom the call is assigned via e mail when you submit the new activity Page 27 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Click the NEW ACTIVITY button SANso ve Hnoutotge Base New Activity for lssue 455 additions information recorded by you during the courses of Ej che issue prior to gall closure Click Submit Page 28 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual SANsolve returns to the ACTIVITY LIST aut un 455 Mirena m 3 zm Hl Activity List for Issue 455 Customer Notes Public AXctiiry Click NEW ACTIVITY to add more comments or select an alternate tab To exit the issue r
17. s ii Windows ee O Password Change for test partner Confirm Mew Submit Cancel Dot HIN Customer Suppor Phone E 7 DOT 7324 077 355 7324 suppodigudathil cpm awe cor Enter your new password confirm the new password and click submit The next time you access SANsolve your new password will be required In the event you do not know your current password contact Dot Hill Customer Support Administration for assistance at 1 877 DOT 7X24 An Administrator will restore the default password CHANGEMENOW Page 33 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual NEWS Select NEWS from the SANsolve toolbar to look for news updates from Dot Hill E Hess Hicio oll E E 6 4 a d c Gd Eas HB tice 216 114 26 doth ewes SANs o ve Knowledge Base HILL News Flashi arr eee com Page 34 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Resources Access RESOURCES tab on the SANsolve tool bar Make a selection from the drop down list T Enip Screen Micreaolt hiniennel Esplori g Ey P m d Edadi ag ite 114 128 aap zaras bean part rv ypa aine SANsolve Knowledge Base HILL Enmad edge Miar You are logged on as Partner Meny Dot Hill Custamer Suppor Phone EZ7 DOT 7324 B77 368 7924 supponadarhil com wea dorhill com Page 35 of 36 83
18. ted e Part Number Part number of the device in question Page 10 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual e Subject e Description details of perceived failure summary of perceived failure The Product Type selected during issue entry determines call routing e Select the product type from the drop down list to route the call Product Type Support Question SDI Support Question Box Hill Support Question Artecon Legacy Support Question LynxArray2 Support Question SANnet SCSI Support Question SANnet Fibre Support Question SANnet Raid Blade Support Question Tape Back Up Support Question SANnet AXIS Support Question Hubs Switches Support Question SANPath Support Question SANscape Support Question Legato Support Question Veritas Support Question HBA s Support Question OS Support Question Disk Drives Support Question Miscellaneous SANnet General Once the product group is selected the ASSIGNED TO party is updated to show Assigned to CSS CSS CSS Customer Care Customer Care Customer Care Customer Care Customer Care Customer Care Customer Care Customer Care Customer Care Customer Care Customer Care Customer Care Customer Care Customer Care Customer Care Customer Care Responsible Party NCE Support NCE Support NCE Support Dot Hill Support Dot Hill Support Dot Hill Support Dot Hill Support Dot Hill Support Dot Hill Support Dot Hill Support Dot Hill Support Dot Hill S
19. upport Dot Hill Support Dot Hill Support Dot Hill Support Dot Hill Support Dot Hill Support Dot Hill Support Dot Hill Support the name of the support queue to which the call will be assigned Page 11 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual The completed screen will look like SANSsolve miii A arhmenim TAAN 51851 BER mumplene deserigtion OT 1538 Lnsluding susiem aret wrvirurmmanrakl infZccmmrinn ATC fay isolude wadriples part mobere serial noenpersm for Biggie FE request TEES i Ex o 8 2 4 I d ee ooo i oo hk d You may now add attachments to the issue in conjunction with submitting the Issue to support else you may click SUBMIT to send the call with no attachments or activities to the Tech Support call queue Page 12 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual Submit with no attachments or activities e Click Submit SANsolve responds with the following message Microsoft Internet Explorer SANsolve assigns an issue number to the entry and submits the call to the tech support queue based on the product group selected To obtain the issue number for tracking purposes go to e My Help Desk e My Issues List Page 13 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual FJ Teat Search imere
20. v A Dot Hill Customer SANsolve User Manual Open a New Issue From the Knowledge Base Search screen click on the blue text CUSTOMER CARE TECHNICIAN SANsolve Knowledge Base HELL Base bes ben Knowledge Base Search Welcome Test Customer in the keyword s you wish to search for bed blacks Product al _Search Ho information is available andior have a mare complicated problem that requires Customer Care Technician Poeeredby e amp n we Corporation 1999 2001 All rights esseed Dat Hill Customer Support Phone SF7 DOT Fx24 877 368 7504 supposed hill com eee com Page 9 of 36 83 000002110 rev A Dot Hill Customer SANsolve User Manual SANsolve displays the following issue entry screen J Moe le m 1t TT arim SANSolve Kncavipdue Bass miia ew laui jaar Ton dl i 52 3 BS amp Campane Cannpairy a CER NUS i CE i Enter the following fields e Serial Number serial number of device in question e Failure Type select HARDWARE or SOFTWARE from the drop down menu e Customer Ref your internal reference number against which the Issue is tracked e Platform select the hardware platform to which the Dot Hill equipment is attached e O S select the operating system under which the Dot Hill equipment is opera
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