Troubleshooting Intel SS4000-E Storage System
Contents
1. Manager using a Web browser First access the Manager using the Console and then specify the gate way address and try to access it using a Web browser forgot the password for logging in to the Manager You can reset the storage system to use its original administrator user name admin and password storage by pressing the small recessed reset button on the back of the storage system Note This also resets the storage system to its original network settings If you previously configured the storage system to use a specific IP ad dress it will now obtain its IP address from the DHCP server if any If you don t have a DHCP server on the network it will use its default IP address 192 168 0 101 The users can t access the shared folders Make sure the storage system is powered on connected to the net work and operating properly all the disk LEDs the system status LED the disk activity LED and at least one NIC LED should be green Make sure the user configuration is correct For Windows or Mac OS X users try changing the password and accessing the shared folder again For Linux users make sure the computer name or IP address is cor rect If it s not recreate the user by removing the existing user and adding it again Make sure the users are using the proper procedure for accessing the shared folders including the correct name or IP address of the stor age system You can use the storage system nam2. associated with the Intelligent Management Agent IMA You might be asked to send those files iscmlib log and iscmservice log separately To create a diagnostic file using Intel Client Backup and Recovery 1 Run Intel Client Backup and Recovery 2 From the Action menu click Create Diagnostic File 3 Click Save to save the file using the default file name or type the de sired file name in the File name text box and then click Save If desired you can save the file in a different location Once the file has been created you can send it to Technical Support Creating a Diagnostic File using Recovery CD You can create a diagnostic file in the event of a system failure using the recovery CD To create a diagnostic file using the recovery CD the computer must have a floppy disk drive or a directly connected USB disk To create a diagnostic file using the recovery CD 1 Insert the recovery CD into the PC s CD ROM drive and boot from the CD Press Alt F2 at any time after loading the NIC driver for the PC configuring the NIC and the computer DO NOT initiate the recovery At the command line enter the following command and then press Enter xray When prompted insert a formatted floppy disk into the PC s floppy disk drive or attach a USB device to PC s USB port and press Enter Select the media where you want to save the diagnostic file and press Enter The screen indicates whether the process
3. disks repaired Make sure you only connect _ Non disk type of USB de USB type of disk or flash 60021 Warning Unsupponea oe ce vice is connected to the memory to the USB con vice 1 detected USB connections nections and one port one device Make sure the password 60221 Warning pclae tor oe nas Josen change is an intended ac i tion Backup image for the cli Backup image for 1 Make sure deleting backup 60222 Warning removed ent Machine Mas Deen image is an intended action removed Failed to adjust Make sure the time server 60025 Warning date time with time Enable 20 COmmnunieate 10 is up and running and the server 1 the time server network connection is good Troubleshooting the Storage System This section provides general information about common problems that you might have with your storage system and steps you can take to re solve them I can t access the Manager If you re using the Console make sure the computer where the Console is installed is in the same subnet as the storage system If you re using a Web browser make sure the name or IP address of the storage system is correct You can use the storage system name only if that name is registered with a DNS server in your network In addition if you configured the storage system to use a specific IP address you might need to specify the IP address of the gateway in your network before you can successfully access the
4. succeeded or failed Once the file has been created you can copy it from the floppy disk or USB device to another operational PC and send it to the Technical Support To return to the recovery CD menu press Alt F1
5. Table of Content EIrOriMessages E E E E EEE Ls Gece le EE he ATE 2 Troubleshooting the Storage System ccc ecescescssesseseessesscsessecsseeecseeessesesseeseeneeees 3 ean taceess ihe Managen sactceoig ec cite eeteele ie ate eae eect 3 forgot the password for logging in to the Manage cceceseseeseeseeteeteenees 3 The users can t access the shared folders 0 ccceeecsscsseeecececeesceeseeseeeeaeeeees 4 The users can t create files in the Shared folders cececeseeseeseseeteeseneeteeeees 4 The users cannot access the storage system using FTP cece 5 The System Status LED is yellow i2 3 c06dehannenuiahadadkeia undead 5 The Disk Activity LED is blinking Yellow ccc ecccsesecteesecnseeeceseeseeseeseeseenees 5 One of the Global Disk Status LED lights is yellow cc eeeeseeseeteereeteens 6 My Western Digital WD2500JS SATA disk is not detected cece 6 Troubleshooting Client Backup and Recovery cc cceccssesscssesscsseescsseeseeeeseeeeneeaes 6 The disk that want to protect isn t listed eee ec ccececnsesecnseeeceseeeeeseeseeseenees 7 Authentication errors occur when try to protect a diSK ce eeseseeeeerees 7 The Status page indicates that the backup is offline 00 ee ecceeteeteeteeees 7 A backup did not occur at its regularly scheduled time ec eceeeseereeteeees 8 can t change my backup schedule ee eesecsseseeseesecseeeccseese
6. ackup locations you must start Intel Client Backup and Recovery so that it can retrieve the new IP address You must do this each time the IP address on the storage system changes I can t change my backup schedule On the Status page make sure that the Status is Normal If protection is stopped for example if you recovered the disk or recovered a differ ent partition on the same disk you cannot change the schedule until you resume protection by clicking Back Up Now I forgot my recovery CD password The SS4000 E administrator can change the recovery CD password for re storing hard disks using the Manager To change the recovery CD password 1 In the navigation bar click Backups 2 In the Computer name list click the name of the computer whose recovery CD password you want to change 3 In the Passwords for Restoring Disks text box type the password to use This password must be 12 16 characters long 4 Click Change Password The user must provide this password when recovering a disk from this storage system using the Recovery CD Note The same password is used for all disks backed up to the same storage system Creating a Diagnostic File for Analysis Creating a Diagnostic File XRay for Storage System In some cases you might need assistance from Technical Support to solve problems that you might have with Storage System When you contact the Technical Support team they might ask you to turn on the debug mo
7. ceseeeseseeseeseenees 8 forgot my recovery CD password cceecceseesseseessesecseesscseeeecsseeesesesessseesesseenees 9 Creating a Diagnostic File for Analysis cccccccseecsseesseseceesecseeeecsseeessseeaseseeseeees 9 Creating a Diagnostic File XRay for Storage System ce eeseseeteeseeeeens 9 Creating a Diagnostic File Using Intel Client Backup and Restore 10 Creating a Diagnostic File using Recovery CD cccceseeseeeeeeteeseeteeseeees 11 Error Messages List Message Type Message Description Probable Cause Suggested Action ID System shutting down Fan in the system is not Make Roe the fannie Fe tat system is working properly 60006 Critical due to high temperature functioning or room tem on sensor 1 2 or 3 perature is too high and the TOOM aempetalure a is not too high Make sure the firmware System upgraded from Firmware of the system i 60010 Warning 1 to 2 has been upgraded PRE is an intended ac The storage space for Review your storage utiliza 60003 Warning backup is 1 full iano a i tion to make some rooms Threshold is 2 p i for backup You can expand the shared The storage space for The allocated space for peA Pies IE Sa 60004 Warning NAS is 1 full Shared Folder is almost NOTE Thi ion dsdi Threshold is 2 full ee oe tructive Backup data before expanding the folder size The storage space in The storag
8. de of the Storage System reproduce the issue and create a diagnostic file XRay to help them better understand your environment and configuration settings To turn on the debugging mode first access the Manager after log in type the hidden page URL http IP_ADDRESS debugF cgi You are able to turn on off debug mode and or to generate XRay The best practice is to turn on debug mode reproduce the issue gen erate XRay and then turn off debug mode EAST 00 idos tarus Era Z y http IP_ADDRESS debugF cgi gt 65 j an wr isystem debug fh der D mm gt Page Tools p Lal Debug Done ee Internet 100 7 After you click Generate XRay the Storage System is creating the XRay file of file format tar gz You will be asked to click here to save the XRAY file into your browser machine Please send this file to Tech Support team for further analysis Creating a Diagnostic File Using Intel Client Backup and Re store In some cases you might need assistance from Technical Support to solve problems that you might have with Client Backup and Recovery When you contact the Technical Support team they might ask you to create a diagnostic file to help them better understand your environment and configuration settings You can create a diagnostic file using the In tel Client Backup and Recovery application Note This diagnostic file does not include the log files
9. e The data on the other disks will continue to be available and the data from the failed disk will be immediately rebuilt using the spare disk When you replace the failed disk it becomes the new spare My Western Digital WD2500JS SATA disk is not detected For the following SATA disk Information Vendor Western Digital Corporation Model WD Caviar SE WD2500JS 98MHBO Characteristic 250GB By factory default the above disk enables SSC Spread Spectrum Clocking however the GD31244 SATA controller used in Intel Storage Server SS4000 E does not support SSC To disable SSC in the above hard drive please remove jumper in pins 1 and 2 with reference to the picture label on hard disk Consult manufac ture documentation for more information Troubleshooting Client Backup and Recovery This section provides general information about common problems that you might have with Intel Client Backup and Recovery and steps you can take to resolve them Note If you need help from Technical Support you might be asked to create a diagnostic file The disk that I want to protect isn t listed Intel Client Backup and Recovery does not support dynamic disks These types of disks are automatically filtered from the list of disks that you can protect Intel Client Backup and Recovery does not support USB disks Authentication errors occur when l try to protect a disk When adding a storage system make sure that you re using the co
10. e only if that name is registered with a DNS server on your network Windows users can t access shared folders using the Console unless their computers are on the same subnet as the storage system If using the Console does not work try accessing the shared folders using My Computer or Windows Explorer Make sure the user s computer is connected to the network and can otherwise access the storage system To check the network connection in a Windows environment click Start gt Run and type cmd At the command prompt type the fol lowing ping P_address where P_address is the IP address of the storage system If you do not see Reply from the problem is most likely with your network The users can t create files in the shared folders Check the access rights for the user The user must have read write rights to be able to create files in the shared folder The users cannot access the storage system using FTP Make sure that Enable FTP server is selected on the Network page and that the users are using the correct address for accessing the stor age system If the network configuration is correct and the users are using the proper address and it still doesn t work the FTP service might not be working properly Restart the storage system There is a restriction in current SS4000 E FTP service that no more than 8 concurrent FTP sessions can be setup If you are setting up the 9th FTP connection you need to disconnec
11. e space in the You can either make some 60005 Warning USB device s is 1 connected USB device is room in the USB device or full Threshold is 2 almost full disconnect the USB device Please check your network N A Critical Network connection lost he AAE a connections including the Port s p cable switch hub are se cured The privilege for the 5 specified user to access Make sure the privilege 60210 Warning a ar the previously assigned change is an intended ac shred folder has been tion removed The privilege for the Shared folder 1 now specified computer to ac Make sure the privilege 60212 Warning unavailable to ma cess the previously as change is an intended ac chine s 2 signed shred folder has tion been removed Disk 1 has been The disk has been re Make sure removing disk is BOOT Marang removed moved or broken an intended action sana airs RAID has been configured Please wait till the initializa Pop tA Pang Orage niaan and is initializing tion is completed 60017 Warning Disk error storage One or more disks in the Please contact your disk now operating in de RAID set might be dam manufacturer to get the graded mode aged disks repaired Disk error storage One or more disks in the Please contact your disk 60018 Critical muet be repaired RAID is are broken and manufacture to get the p cannot be recovered
12. r rect name or IP address of the storage system You can enter a storage system name only if that name is registered with a DNS server on your network Make sure the computer is connected to the network and can other wise access the storage system To check the network connection click Start gt Run and type cmd At the command prompt type the following ping P_address where P_address is the IP address of the storage system If you do not see Reply from the problem is with your network If the storage system already exists select it in the list of backup lo cations and then click Remove Then click Add to add it again This resets the settings in the iSCSI initiator which might be causing the authentication problem Note When authentication errors occur invalid backups might be created on the storage system To ensure that you don t use up disk space un necessarily be sure to delete any extraneous backups on the storage system Compare the Backup disk ID on the Status page in Intel Client Backup and Recovery with the Backup Disk ID on the Backups page in the Manager to determine which backup is actually being used The Status page indicates that the backup is offline Make sure the storage system is powered on Check the network connection to the storage system To do this click Start gt Run and type cmd At the command prompt type the following ping P_address where P_address is the IP address of
13. t one or more previous FTP con nection to make room for it The System Status LED is yellow A critical error might have occurred Restart the system If the System Status LED remains yellow contact Technical Support The System Status LED turns yellow for the following conditions Fan failure Power supply failure Hard disk failure Operating system boot failure System board failure Hard disks are not configured the System Status LED is yellow when first setting up the system The Disk Activity LED is blinking yellow Check the LED lights for each individual disk to determine what is hap pening If the disk LED light is blinking yellow the disk is rebuilding No action is required When the process is complete the LED will automatically become green again If the disk LED light is solid yellow a serious problem with the disk might have occurred Contact Technical Support One of the Global Disk Status LED lights is yellow If the disk was previously functioning correctly but the LED light is now yellow the disk might have failed The impact of a disk failure depends on the disk configuration Disk Configuration Impact Linear or RAID 0 All data on the failed disk is lost RAID 1 or RAID 10 The other disk in the pair will continue to make all its data available to the users RAID 5 The data on the other disks will continue to be available The data on the failed disk will be rebuilt when the disk is replaced RAID 5 spar
14. the storage system If you do not see Reply from the problem is with your network Make sure that the backup has not been deleted on the storage sys tem by checking the Backups page If it has been deleted remove protection and protect the disk again If you changed the name of your computer the storage system will not recognize it any longer Remove protection for all your disks or parti tions delete the old computer name from the storage system and then protect your disks again A backup did not occur at its regularly scheduled time Check the schedule to confirm that it is correctly configured Make sure the computer is powered on during the scheduled backup time Make sure the storage system is powered on during the scheduled backup time On the Status page make sure that the Status is Normal If protec tion is stopped for example if you recovered the disk or recovered a different partition on the same disk backups will not occur until you resume protection by clicking Back Up Now If you changed the name of your computer the storage system will not recognize it any longer Remove protection for all your disks or parti tions delete the old computer name from the storage system and then protect your disks again If the IP address of the storage system changed for example if the storage system obtains its IP address from a DHCP server and ac quired a new one after you added the storage system to the list of b
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