Customer Support | EMC 69001166 specs

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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		A-2
◆	Troubleshooting the Problem	A-3
◆ Before Calling the Customer Support Center		A-4
◆	Documenting the Problem	A-5
◆ Reporting a New Problem		A-6
◆	Sending Problem Documentation	A-7

Customer Support

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Image 323

EMC 69001166 manual Customer Support

Contents

REV A17 Copyright 2002-2005, EMC Corporation. All rights reserved Contents Chapter Linux Installation Checklist Chapter NetWare Installation Checklists Chapter Tru64 Unix Installation Checklist Preface Organization This typeface Sales and Customer Service Contacts AIX Installation Checklists Required Host Software Revisions PowerPath Configurations for AIX Prerequisites Documentation PowerPath Configurations for AIX PowerPath Checklist New AIX Server and New Storage System Cfgmgr InstallPowerPath Switches For a SAN Cable With Access LogixEnablers Initialize Available Zone Devices ConfigureSet up Event Monito r Key Make LUNsWith a license Mount it With Access Logix Without Access LogixBehavior, such as greatly Increased I/O delays Smit or the command line CD and mount it From the command line Register PowerPathOn the EMC Powerlink Website Software for AIX Navisphere CLI Installation Guide Down If the following software isNavisphere SP Agent Navisphere Storage MirrorView driver and UI Arraycommpath Failover mode to Config Navicli -h hostnameFailovermode Navicli -h hostname Or storage System Lsdev -Cc array Task With Access Logix Without Access Logix Navicli -h hostname Arraycommpath Rmdev -dl hdisk n Online help Are mapped to hdiskpower Devices LUNs Checkpoint Verify that PowerPath productGuide LUNs with the following PowerPath command Installed Use Navisphere Receive I/O for the test User logins to the serverServer using the following Guide PowerPath command LUN using the following PowerPath command Cont Display dev=x every=2 AIX Installation Checklists HBAs and/or Off volumesUnmount file Replace IBM Or server Navisphere security Execute the following AIX command AIX documentationGbit SP port is logged in to the switch port Gbit HBA port is logged in to the switch port Where n is the hdisk number for the Lunz device Where x is pseudo device that represents the chosen LUN Execute the following command AIX documentation Task With Access Logix AIX Installation Checklists Drive r InstalledServer If the CLARiiON HBA driver is Replace Make sure the HBA driver System, install these HBAsIf the server has IBM HBAs If the following software is HBA driver Storage System Hostservername Toolbar to set the storage Failover mode toNavicli -h hostname Failovermode Arraycommpath For existing HBAs Or storage Zone for Port host initiator to Appropriate SPs Checkpoint Use switch To which it is zoned with AIX documentation Following AIX commandLunz device Execute the following AIX Command LUNs with the following PowerPath command Command GuideFor the LUNs Checkpoint Verify that PowerPath product Server using the following PowerPath command AIX commands Host Agent Display dev= x every=2 HP-UX Installation Checklist PowerPath Configurations for HP-UX That you will connect to the SPs in CX300, CX400, CX600 Documentation PowerPath Configurations for HP-UX FC4500 Setup Guide P/N 014003102, revision A03 or higher Set HBA driver PowerPath Checklist New HP-UX Server and New Storage SystemInstall HBAs Drivers, cables Software, install the enabler for them Insert the PowerPath installation CD and mount itInstall PowerPath Connect a cable from each host HBA port to a switch port Set up security Monitor Etc/powermt.custom Server PowerPath DevicesPowermt save LVM Guide and HP-UX Powermt restore ServerVerify that HBA Port Install the HBA driverInstallation of the drivers System@SPipaddress Type Set For a 1-Gbit switch LED is If SAN Copy, MirrorView, or To the switch port For a DS-xxB2 switch, bothAny required zones Checkpoint Use switch Following Guide CX500, CX600 Register HBAsSbin/init.d/agent stop Sbin/init.d/agent start CX300, CX400 Server’s existing HBA ports Initiators Failover mode to Failovermode Where Navicli -h hostnameFrom a laptop connected to a Setup guide Setup guide Across LAN Failovermode Existing ports initiators Arraycommpath Where Network addressExample, com1 Where Device is the name System Host Entries for all Luns with Commands Ioscan -fnC disk Insf -eFollowing HP-UX command HP-UX commands Commands Ioscan -fnC disk Insf -e Assign LUNs to the Storage Group Use Navisphere Manager to Use Navisphere Manager toGroup Use Navisphere Manager to Online help Visible Make new LUNs Configure any Available to With a license Key OptionsSupported Autotrespass entry as follows PowerPath sees the paths to the LUNs Storage-system Manage the storage systemNot already defined and any additional users CX-Series Server HP-UX commands Software for HP-UX Logged in to the switch portWith the following HP-UX commands HP-UX command HP-UX commands Software for HP-UX Installation Guide HP-UX command Use the following PowerPath command to configure PowerPath Reconnect the cable that you disconnected from the HBA Command Powermt restore ServerVerify that Guide State of the uncabled paths becomes dead Admsnap Higher Unmount fileSystems Server Agent System type to no auto Trespass For a CX400, CX600, or Make sure the HBA driver HP-UX HostAbove entry will set Restarted in the next step For a server with any HBAs Host servername Arraycommpath Storagegroup -sethost Failovermode FC4500 StorageFor a server with any HBAs System Navicli -np -d device Ports initiators Failovermode Storage-system Example, com1 Server On the EMC PowerlinkPowerPath product Command Guide Powermt config Navicli -np -d device Failovermode Arraycommpath Saved in the following file Switch connected to GuideHBAs to Switches or Entries for all Luns with Following HP-UX commandHBAs to Paths, verify that Command to configure Guide PowerPathLUNs Powermt display dev=all Class=clariion System Server Not registered, the load balancing Systems Mount any file systemsMount file Unmounted in step DMP Configurations for HP-UX All switches must be installed EMC Navisphere Host Agent and CLI for HP-UX Version SPs DMP Checklist New HP-UX Server and New Storage System Set properties Agent# Options Supported Autotrespass Reboot Operation InstallationVerify DMP Operation Cont Server Verify that I/0 is still running with Configurations for HP-UX Without EMC Failover Software 300-001-273 will help you with this planning Install HBAs Auto trespass For HP-UX with PVLinks To the agent.config fileWhere SPipaddress is the address of the SP As follows No auto trespass For HP-UX without PV Links File is uncommented or commented as described in step HP-UX Linux Installation Checklist PowerPath Configurations for Linux On a network that is connected to the storage-system servers EMC Fibre Channel Storage System CX200-Series Configuration PowerPath Configurations for Linux FC4500 Setup Guide P/N 014003102, revision A03 or higher Properties PowerPath Checklist New Linux Server and New Storage System Software, install their enablers Required zones Storage system Switches For a SANStorage-system properties Reference Documentation Appropriate SPs For PowerPath One Mount the CD-ROM PowerPath releasePowerPath product Following PowerPath command Guide Loaded That HBA Powermt display dev= x every=2With the following PowerPath command Is restricted to basic failover Etc/modules.conf file Server Cable HBAs to Driver or reboot the server Software for Linux Server Utility Installation Guide CX600, CX700 CX200, CX300CX400, CX500 Servername -type For the HBA directory Have not be configured yetCheckpoint Make sure For LUNZs For an FC4500 storage system Proc/scsi directory Are loaded Checkpoint Verify that PowerPath productUnmount the CD-ROM Remove it from the drive Key, register it That the failover path was Powermt display dev=xEvery=2 command, Server If you caused any LUNs to PowerPath product To the new driver Minimum revision page 3-3, update it LAN With storage Required zonesBindings Register Available Its Storage Group Reboot the server to scan for new LUNs Task With Access Logix Driver Admsnap 3-3, update itDrivers, reboot the host Required minimum revision Time For new or replacement HBAs For any HBAsIt to SP in the storage system For existing HBAs Default storage-system PropertiesReference CX600, CX700 Properties Navicli -h hostname Navicli -np -d device Systemtype It to Navicli -np -d device Systemtype -configFor new HBAs For any HBAs Navisphere CLI Navisphere Server Utility Where Device is the nameSoftware for Linux Utility Installation Guide Ports initiators Navicli -np -d device Right LED is off, which File for the HBAs Installation Guide UtilityInstallation Restart the Navisphere Host Software for Linux LUNs using the following PowerPath command With a license Server If you caused any LUNs to PowerPath product Required Host Software Revisions Prerequisites DMP Configurations for Linux Documentation DMP Configurations for Linux Navicli -h sp arraycommpath DMP Checklist New Linux Server and New Storage SystemEdit the HBA Driver file Connect host Install VolumeVerify host Initiators are Registered Partition for Create DOS Server For a VxVM version less than Log into Volume Manager Storage Administrator VmsaInstallation Cont Identify the CLARiiON devices under the Volume with Operation Cont Configurations for Linux Without EMC Failover Software Have this software. The EMC CLARiiON CX300, CX500, CX500i Set the HBA Linux Your monitoring configuration Server NetWare Installation Checklists PowerPath Configurations for NetWare That you will connect to the SPs in a CX200, CX300, CX400 Novell NetWare operating system PowerPath Configurations for NetWare FC4500 Setup Guide P/N 014003102, revision A03 or higher Paths. Failure to do so may result in LUN corruption Make sure the SCSISAN.CDM module is not installedInstall PowerPath PowerPath release Unavailable for I/O Install Zones Manage the storage system NetWare Scan all lunsList devices Verify that Guide Device appears under Guide Verify HBA Bios settings Install HBA driverModule is not installed Install PowerPath PowerPath release Corruption Online help See page 4-3, update it HBA connection s to Any required zones.zones Checkpoint Use switchCable to Unit Serial Number to LUN Open, use the following Where Systemtype -config Example, com1Device is the name Navicli -np -d device Example, com1 Navicli -np -d device Path has a Lunz with Server Utility Installation GuideGroup Reboot the server On them Available to NetWare This command creates Guide PowerPath commandConfiguration Powermt -save Paths to the LUN , indicating NetWare Installation Checklists Uldncs Server If the server is in a clusterCluster leave Unload navagent With the following NetWare command System or to SP ports Guide LANStorage system Server Zone additional Into cluster Or MirrorView, on the storage system NetWare Installation Checklists CX-Series Server 4-3, update it Update it So later in this procedureWith the following command EMC Professional Services For new HBAs For any HBAs Storage system SP in the storage system For existing HBAs Default storage-system Properties Navicli -np -d device Failovermode Arraycommpath Example, com1 If the default storage-systemStorage-system type Navicli -np -d device Servername -type ConsoleOne Tools Disk Host initiator to the SPs Checkpoint Use switch Switch port PortFor a DS-xxB2 switch, both LEDs are green, which To the switch port Port Server Each LUN with the following Documentation NetWare commandPowerPath command Command Ldncs VolumesServer If the server is not in a cluster Remount If you did not follow the above Reconnect the cable that you Solaris Installation Checklists PowerPath Configurations for Solaris That you will connect to the SPs in CX300, CX400,CX500 Solaris operating system PowerPath Configurations for Solaris Solaris Installation Checklists FC4500 Setup Guide P/N 014003102, revision A03 or higher Navisphere CLI Software for Solaris Installation Guide Install HBAsLater in this procedure Install HBA driver No-device-delay=0 For a SAN For a 2-Gigabit switch One of the following Set up security Solaris driver.conf Solaris PowerPath for For a server with Veritas VxVM V3.2 or above Etc/powermt set volumeopenpolicy=firstpath Sure to set the following Parameter CLARiiON and PowerPath CLARiiON and Power PathTo the values required for HBAs HBA Online help Update it For Unix installation Key, register it Administrator’sOn the EMC Powerlink Software for Solaris Navisphere CLI Installation Guide For a 2-Gigabit switch One On the server, restart Appropriate SPs If SAN Copy, MirrorView, or SP in the storage system Go to step Command to set Storage-system propertiesFrom the Tools menu on Property to lun System Port on the storage system Command to set it to Navicli -np -d deviceTime Setting for all other cases Where Device is the name 11 FC4500 Storage To which it is zoned Will bind and their targets Reboot the server usingOther cases Solaris utilities kit Guide Storage system Group Reboot the server usingStorage Group Use Navisphere Manager to Points Commands to configure GuideAre visible Powercf -i or powercf -q Powermt config Names for them With a license Veritas VxVM InstallingLast fi character Etc/powermt set Next reboot Solaris Installation Checklists Remove ATF or Following default storage-system properties Reference Zone additional Driver configuration file Templates to the storage system Recognizes the LUNs Online Applications Server For a server with Veritas VxVM V3.1.1 or below Installing Character Configuring EMP Solaris Installation Checklists Parameters, except for Guide Documentation see 5-3, update it URL onPowerPath Documentation see Driver- HBA CX700,or CX300, CX400 For new HBAs For any HBAs An existing HBA is one that is Default storage-systemOther cases Where hostname is the IP Navicli -np -d device Systemtype -config FC4500 Storage For new HBAs Navisphere CLI System Other cases Where Device is the name Unix installation HBAs to Switches or Make paths to Configuration fileBindings to the HBA driver Bindings Use the following Power Path Use the following PowerPath Configure for PowerPath if Required LUN using the following Guide PowerPath commandPowerPath for Unix Task With Access Logix Without Access Logix DMP Configurations for Solaris Documentation DMP Configurations for Solaris Sd.conf file DMP Checklist New Solaris Server and New Storage System System sees all the LUNs and label any new LUNs Zone switchesAdministrator guide Use the pkgadd command to add Volume Manager and DMP to Vxdmpadm getsubpaths Dmpnodename= device Manager documentation Disconnect the path to that SP Tru64 Unix Installation Checklist Storage systems Tru64 Unix Configurations Tru64 Unix operating system Set Base Udid Cables To Tru64 Unix Set connection Port is logged in to the switch port Storage System Bind Boot LUN With Access Logix Reference Document Switches Information Boot LUNPrepare SRM Following command Set bootdefdev Tru64 Unix documentation Execute the following commandFor Boot LUN Following command Show device Hwmgr -scan scsi Task With Access Logix Reference Document ServerLUNs with the following command Tru64 Unix documentation Command Hwmgr -show scsi Windows Installation Checklists PowerPath Configurations for Windows PowerPath Configurations for Windows That you will connect to the SP management ports Documentation that ships with the HBA or NIC and HBA or NIC Windows Installation Checklists For iSCSI HBAs Server with For NICs Management Ports For a CX500i storage systemFibre Channel For a Fibre Channel SAN Data ports For a CX300, CX500, or CX700 Storage System Paths Install optionalISCSI initiator Optional Chap Security PowerPath product All the paths to the LUNs GuideAdministrator Do not enable it yet Guide and Manager For iSCSI HBA Initiators Install optionalServer With System For NIC Initiators Powermt restore Task With Access Logix Settings Network CLARiiON Software InstallationPrompts you to reboot Values required for Cable to Fibre SwitchesConnect to Management Use QLogic SANsurfer to ISCSI data ports Checkpoint For a networkSP port Server With a For NICs NICs Navisphere Server Utility Installation guide orManagement Storage system For a CX-Series or Open, use the following Go to step CX-Series or Scan for disks LUNs PowerPath Administrator PowerPath product Following ways to verify that Guide Optional Optional CLARiiON VSS Provider on the server Be installed on the serverThem Documentation CLARiiON VSS NIC CLARiiON URL on Online help Install HBA sCannot have a boot disk if it is Systems For SAN with CX200, CX400, orCX600 storage systems Disk Server For direct attach with CX200CX700 storage systems Each SP Operating System InstallingCreate HBA Prepare for Online help or Navisphere CLI Reinstall HBA driver HBA documentationReference Failover mode and array Values required for CLARiiON Reboots both SPs at the same Servername is the name From the server to each SP Following ways to verify that Guide ISCSI HBA Server directAttach only Server With a Manager to disable it Online help Use QLogic SANsurfer to Install the admsnap utility Installation guide With a license Creating partitions on them Documentation Or Windows Windows Installation Checklists For additional iSCSI HBAs HBA or NICsFor additional NICs For a CX500i storage system, go to step CableFrom which you will management the storage system Guide Management Ports NIC ports Cable to dataPorts to Fibre Or server HBA Ports Disks Storage system Fibre Channel For a Fibre Channel SANHBA port host initiator to the SPs Desired event monitor templates to the storage system Reboot the server so Windows recognizes the LUNsDo not enable yet Guide and Manager All the paths to the LUNs Guide That HB or NIC Server With For iSCSI HBA InitiatorsInitiators New NIC initiators Guide and Manager Online help Task Server Windows Installation Checklists HBAs or NICs Documentation SANsurfer Server with For additional NICs CX-Series or For new or replacement HBAs For any HBAs CX-Series or For existing HBAs Servername -type Checkpoint Use Disk Administrator’s Guide Ports Channel data ports Fibre Channel switchCX500i Fibre Channel Or NICs with ISCSI initiator Ports Guide and QLogix Initiator to configure initiatorServer Documentation If you disabled Chap on Scan for disks With a license Key Software Revisions DMP Configurations for Windows Access Logix, SnapView, SAN Copy, MirrorView EMC Navisphere Host Agent and CLI for Windows Version Such as greatly increased I/O delays DMP Checklist New Windows Server and New Storage SystemServer Install HBAs HBA documentation Install HBA driver See URL on Host initiator For one pathFrom server to Register one Additional host Additional host InitiatorsGroup to Software for Windows Windows Installation Checklists Customer Support Figure A-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 Customer Support