Customer Support | EMC 300-000-978 REV A03 specs

B

Customer Support

This appendix reviews the EMC process for detecting and resolving software problems, and provides essential questions that you should answer before contacting the EMC Customer Support Center.

This appendix covers the following topics:
◆ Overview of Detecting and Resolving Problems		B-2
◆	Troubleshooting the Problem	B-3
◆ Before Calling the Customer Support Center		B-4
◆	Documenting the Problem	B-5
◆ Reporting a New Problem		B-6
◆	Sending Problem Documentation	B-7

Customer Support

B-1

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EMC 300-000-978 REV A03 manual Customer Support

Contents

Version PowerPath for Unix Copyright 1997-2003 EMC Corporation. All rights reserved Contents Integrating/ Upgrading PowerPath Into an Existing AAM Chapter Configuring a PowerPath Boot Device on SolarisChapter Removing PowerPath Chapter PowerPath Administration on Solaris Appendix a Files Changed By PowerPath Appendix B Customer Support Tables Tables Tables Viii Audience and Prerequisites Preface Preface Related Documentation EMC uses the following type style conventions in this guide Command line arguments when used in textArguments used in examples of command line Options in command line syntax Sales and Customer Service Contacts Xiv Installing PowerPath Obtain Up-To-Date Information Before You InstallChoose a Convenient Time Prepare the Host and Storage System Locate Your License Key Failure to do so could result in loss or corruption of data Configure HBA drivers To find a unique major number Prepare For a Clustered EnvironmentFor example For sh, enter Start the installation program. Enter Installing PowerPath You see the following prompt Press Enter to confirm the major number You are prompted to confirm the major numberEnter y and press Enter Manager VCS Agent Uninstalling the Earlier Version Upgrading to PowerPath Enter 1 and press Enter Upgrading From PowerPath 3.0.x or Enter package base directory default /opt,? You are prompted to confirm the major number EMC If files are corrupted Troubleshooting the Upgrade Register PowerPath After You InstallOn the Host Remove Reboot the Host You should see output similar to this Verify the PowerPath InstallationIf you installed the PowerPath Volume Manager VCS Agent You should see output like the following Modinfo grep -i emc Emcpower Devices ReconfigureApplications to Use Installing the PowerPath Volume Manager VCS Agent Do you want to install these conflicting files y, n, ?, q You should output similar to this Error Messages PowerPath for Unix Installation and Administration Guide PowerPath in a Legato 5.1 or later AAM Cluster PowerPath in a Cluster Environment Installing PowerPath A New AAM Cluster PowerPath in a Legato 5.1 or later AAM Cluster PowerPath in a Legato 5.1 or later AAM Cluster Installing PowerPath in a New Sun Cluster PowerPath in a Sun Cluster PowerPath in a Sun Cluster PowerPath in a Sun Cluster Stop cluster services on the node. Enter boot Installing PowerPath A New VCS Cluster PowerPath in a Veritas Cluster Server Cluster Hatype -list grep EMC Integrating Upgrading PowerPath Into an Existing VCS Cluster Manager Resources Configuring VCS toPowerPath Volume Recognize Add the following line to the beginning Editing main.cf to Include EMCTypes.cf Minor Number Setting Major and Minor Numbers PowerPath for Unix Installation and Administration Guide Configuring a PowerPath Boot Device On Solaris Introduction Partitioning the Boot Device Configuring a PowerPath Native Device as the Boot Device Filesystems Creating Usr/sbin/installboot /usr/platform/sun4u/lib/fs/ufs/bootblk\ Example After modification At the % prompt, enter the following command and press Setting Up the Boot Alias OpenBootModifying Output is similar to the following Moving the Boot Device to an emcpower Device Procedure Recovery Reboot the host. Enter boot An example of a boot path is Removing PowerPath Control Over a Boot Device Reboot -- -r Removing PowerPath Before Removing PowerPath Screen displays information like this Removing PowerPath Emcpvcleanup issues the following warning Enter the following command to remove these filesRemoval process saves the following files Reboot the host. Enter reboot -- -r Removing the PowerPath Volume Manager VCS Agent Removal of EMCvg was successful PowerPath for Unix Installation and Administration Guide PowerPath Administration on Solaris Booting a Host With Built-In Fibre Channel Ports PowerPath and CLARiiON Storage SystemsEnsuring a Sufficient Stack Size Boot Device Support Rebooting and Custom Settings R1/R2 Supported Configurations R1/R2 Boot Procedure R1/R2 Boot Failover Support Block device- /dev/dsk/c # t # d # s # Device NamingNative Devices Forms Selecting a Device Pseudo DevicesNaming Convention Device Naming Function Native Device Pseudo Device Volume Managers Reconfiguring PowerPath Devices Online Screen displays the following information Enter quit, to end the format process Adding an HBA to a PowerPath Configuration Dynamic Reconfiguration Command returns output like the following Removing an HBA From a PowerPath Configuration Powermt remove hba=# Upgrading Solaris Upgrading to Solaris 9 with Solaris Live Upgrade Troubleshooting File Location Executing powercf Emcp.conf File Powercf Configuration Utility Arguments PowerPath device entries in emcp.conf Files Changed By PowerPath Etc Files Created or Modified by PowerPath Installation Basedir/EMCpower/driver Basedir/EMCpower/bin PowerPath for Unix Installation and Administration Guide Kernel/drv Basedir/EMCpower/lib Files Created or Modified by PowerPath Installation Basedir/EMCpower/man/man1 Usr/bin Basedir/EMCpower/scriptsThis directory contains PowerPath scripts This directory contains the PowerPath man pages Installation programs add the following line to Solaris Files Modified by PowerPath Installation Basedir/VRTSvcs/bin/EMCvg Files Created or Modified by VCS Agent InstallationEtc/VRTSvcs/conf/config Basedir/VRTSvcs/EMC PowerPath for Unix Installation and Administration Guide Customer Support Figure B-1Problem Detection and Resolution Process Overview of Detecting and Resolving Problems Troubleshooting the Problem Before Calling the Customer Support Center Documenting the Problem Reporting a New Problem FTP Sending Problem Documentation PowerPath for Unix Installation and Administration Guide Index Symbols VCS Veritas Volume Manager and emcpower devices PowerPath for Unix Installation and Administration Guide