Overview of Detecting and Resolving Problems | EMC 69001166 guide

Customer Support

Overview of Detecting and Resolving Problems

EMC software products are supported directly by the EMC Customer

Support Center in the United States.

EMC uses the following process to resolve customer problems with its software products (Figure A-1).

Problem

Detection

Refer to this

Customer Support

Appendix for Instructions

Collect Problem

Information as

Directed

Contact the EMC Customer

Support Center:

U.S.: (800) SVC-4EMC

Canada: (800) 543-4SVC

Worldwide: (508) 497-7901

Confirm that the

Problem is Software

Related

Call will be Directed to an EMC Software Support Engineer

Problem is

Tracked and

Managed to

Resolution

Figure A-1Problem Detection and Resolution Process

A-2

EMC Installation Roadmap for CX-Series and FC-Series Storage Systems

Image 324

EMC 69001166 manual Overview of Detecting and Resolving Problems, Figure A-1Problem Detection and Resolution Process

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 PowerPath Configurations for AIX Required Host Software Revisions Prerequisites Documentation PowerPath Configurations for AIX PowerPath Checklist New AIX Server and New Storage System Install PowerPathSwitches For a SAN Cfgmgr With Access Logix EnablersInitialize Cable Zone Available Configure Set up EventMonito r Devices Make LUNs With a licenseKey With Access Logix Without Access Logix Behavior, such as greatly Increased I/O delaysSmit or the command line Mount it From the command line Register PowerPath On the EMC Powerlink WebsiteSoftware for AIX Navisphere CLI Installation Guide CD and mount it If the following software is Navisphere SP Agent Navisphere StorageMirrorView driver and UI Down Failover mode to Config Navicli -h hostname Failovermode Navicli -h hostnameArraycommpath Or storage System Task With Access Logix Without Access Logix Lsdev -Cc array Rmdev -dl hdisk n Navicli -h hostname Arraycommpath LUNs Checkpoint Verify that PowerPath product Guide LUNs with the following PowerPath commandInstalled Use Navisphere Online help Are mapped to hdiskpower Devices User logins to the server Server using the following Guide PowerPath commandLUN using the following PowerPath command Receive I/O for the test Display dev=x every=2 Cont AIX Installation Checklists Off volumes Unmount fileReplace IBM HBAs and/or Or server Execute the following AIX command AIX documentation Gbit SP port is logged in to the switch portGbit HBA port is logged in to the switch port Navisphere security Where n is the hdisk number for the Lunz device Execute the following command AIX documentation Where x is pseudo device that represents the chosen LUN Task With Access Logix AIX Installation Checklists Installed Server If the CLARiiON HBA driver isReplace Drive r System, install these HBAs If the server has IBM HBAsIf the following software is HBA driver Make sure the HBA driver Storage System Hostservername Failover mode to Navicli -h hostname Failovermode ArraycommpathFor existing HBAs Toolbar to set the storage Or storage Port host initiator to Appropriate SPs Checkpoint Use switch Zone for AIX documentation Following AIX command Lunz device Execute the following AIX CommandTo which it is zoned with Command Guide For the LUNs Checkpoint Verify that PowerPath productLUNs with the following PowerPath command AIX commands Host Agent Server using the following PowerPath command 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 PowerPath Checklist New HP-UX Server and New Storage System Install HBAsDrivers, cables Set HBA driver Insert the PowerPath installation CD and mount it Install PowerPathConnect a cable from each host HBA port to a switch port Software, install the enabler for them Set up security Monitor PowerPath Devices Powermt saveEtc/powermt.custom Server Powermt restore Server Verify thatLVM Guide and HP-UX Port Install the HBA driver Installation of the driversHBA System@SPipaddress Set Type For a 1-Gbit switch LED is To the switch port For a DS-xxB2 switch, both Any required zones Checkpoint Use switchFollowing Guide If SAN Copy, MirrorView, or Register HBAs Sbin/init.d/agent stop Sbin/init.d/agent startCX300, CX400 CX500, CX600 Failovermode Where Navicli -h hostname From a laptop connected to a Setup guideSetup guide Across LAN Server’s existing HBA ports Initiators Failover mode to Arraycommpath Where Network address Example, com1 Where Device is the nameSystem Host Failovermode Existing ports initiators Commands Ioscan -fnC disk Insf -e Following HP-UX commandHP-UX commands Commands Ioscan -fnC disk Insf -e Entries for all Luns with Use Navisphere Manager to GroupUse Navisphere Manager to Online help Assign LUNs to the Storage Group Use Navisphere Manager to Make new LUNs Visible Configure any With a license Key Available to OptionsSupported Autotrespass entry as follows PowerPath sees the paths to the LUNs Manage the storage system Not already defined and any additional usersStorage-system Logged in to the switch port With the following HP-UX commandsHP-UX command CX-Series Server HP-UX commands Software for HP-UX HP-UX command HP-UX commands Software for HP-UX Installation Guide Use the following PowerPath command to configure PowerPath Command Powermt restore Server Verify that GuideState of the uncabled paths becomes dead Reconnect the cable that you disconnected from the HBA Unmount file Systems ServerAgent Admsnap Higher Make sure the HBA driver HP-UX Host Above entry will setRestarted in the next step System type to no auto Trespass For a CX400, CX600, or For a server with any HBAs Host servername FC4500 Storage For a server with any HBAs SystemArraycommpath Storagegroup -sethost Failovermode Storage-system Navicli -np -d device Ports initiators Failovermode On the EMC Powerlink PowerPath product Command Guide Powermt configNavicli -np -d device Failovermode Arraycommpath Example, com1 Server Switch connected to Guide HBAs to Switches orSaved in the following file Following HP-UX command HBAs toEntries for all Luns with Command to configure Guide PowerPath LUNs Powermt display dev=all Class=clariionSystem Server Paths, verify that Not registered, the load balancing Mount any file systems Mount fileUnmounted in step Systems DMP Configurations for HP-UX All switches must be installed EMC Navisphere Host Agent and CLI for HP-UX Version DMP Checklist New HP-UX Server and New Storage System SPs Agent # Options Supported AutotrespassSet properties Reboot Installation Verify DMPOperation Server Verify that I/0 is still running with Operation Cont Configurations for HP-UX Without EMC Failover Software 300-001-273 will help you with this planning Install HBAs To the agent.config file Where SPipaddress is the address of the SPAs follows No auto trespass For HP-UX without PV Links Auto trespass For HP-UX with PVLinks 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 PowerPath Checklist New Linux Server and New Storage System Properties Software, install their enablers Storage system Switches For a SAN Storage-system properties ReferenceDocumentation Appropriate SPs Required zones For PowerPath Mount the CD-ROM PowerPath release PowerPath product Following PowerPath command GuideLoaded One Powermt display dev= x every=2 With the following PowerPath commandIs restricted to basic failover That HBA Etc/modules.conf file Server Cable HBAs to Software for Linux Server Utility Installation Guide Driver or reboot the server CX200, CX300 CX400, CX500CX600, CX700 Servername -type Have not be configured yet Checkpoint Make sureFor LUNZs For the HBA directory Proc/scsi directory For an FC4500 storage system Checkpoint Verify that PowerPath product Unmount the CD-ROM Remove it from the driveKey, register it Are loaded Powermt display dev=x Every=2 command,That the failover path was Server If you caused any LUNs to PowerPath product Minimum revision page 3-3, update it To the new driver LAN Required zones BindingsRegister With storage Available Reboot the server to scan for new LUNs Its Storage Group Task With Access Logix 3-3, update it Drivers, reboot the hostRequired minimum revision Driver Admsnap For new or replacement HBAs For any HBAs It toTime Default storage-system Properties Reference CX600, CX700Properties Navicli -h hostname SP in the storage system For existing HBAs It to Navicli -np -d device Systemtype -config For new HBAs For any HBAs Navisphere CLINavicli -np -d device Systemtype Where Device is the name Software for Linux Utility Installation GuidePorts initiators Navicli -np -d device Navisphere Server Utility Right LED is off, which Installation Guide Utility InstallationRestart the Navisphere Host Software for Linux File for the HBAs LUNs using the following PowerPath command With a license Server If you caused any LUNs to PowerPath product DMP Configurations for Linux Required Host Software Revisions Prerequisites Documentation DMP Configurations for Linux DMP Checklist New Linux Server and New Storage System Edit the HBADriver file Navicli -h sp arraycommpath Install Volume Verify hostInitiators are Registered Connect host Create DOS Partition for Log into Volume Manager Storage Administrator Vmsa Installation ContIdentify the CLARiiON devices under the Volume with Server For a VxVM version less than Operation Cont Configurations for Linux Without EMC Failover Software Have this software. The EMC CLARiiON CX300, CX500, CX500i Set the HBA Your monitoring configuration Server Linux 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 Make sure the SCSISAN.CDM module is not installed Install PowerPath PowerPath releaseUnavailable for I/O Paths. Failure to do so may result in LUN corruption Install Manage the storage system Zones Scan all luns List devicesNetWare Verify that Guide Verify HBA Bios settings Install HBA driver Module is not installed Install PowerPath PowerPath releaseDevice appears under Guide Online help See page 4-3, update it Corruption Any required zones.zones Checkpoint Use switch Cable toHBA connection s to Unit Serial Number to LUN Systemtype -config Example, com1 Device is the name Navicli -np -d deviceExample, com1 Navicli -np -d device Open, use the following Where Server Utility Installation Guide Group Reboot the serverPath has a Lunz with Available to NetWare On them Guide PowerPath command ConfigurationPowermt -save This command creates Paths to the LUN , indicating NetWare Installation Checklists Server If the server is in a cluster Cluster leaveUldncs With the following NetWare command Unload navagent LAN Storage system ServerSystem or to SP ports Guide Zone additional Into cluster Or MirrorView, on the storage system NetWare Installation Checklists So later in this procedure With the following commandEMC Professional Services CX-Series Server 4-3, update it Update it For new HBAs For any HBAs Default storage-system Storage system SP in the storage system For existing HBAs Example, com1 If the default storage-system Storage-system type Navicli -np -d deviceProperties Navicli -np -d device Failovermode Arraycommpath Servername -type ConsoleOne Tools Disk Switch port Port For a DS-xxB2 switch, both LEDs are green, whichTo the switch port Port Host initiator to the SPs Checkpoint Use switch Each LUN with the following Documentation NetWare command PowerPath command CommandServer Volumes Server If the server is not in a clusterRemount Ldncs Reconnect the cable that you If you did not follow the above 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 Install HBAs Later in this procedure Install HBA driverNo-device-delay=0 Navisphere CLI Software for Solaris Installation Guide For a 2-Gigabit switch One of the following For a SAN Set up security Solaris driver.conf PowerPath for Solaris Etc/powermt set volumeopenpolicy=firstpath For a server with Veritas VxVM V3.2 or above CLARiiON and PowerPath CLARiiON and Power Path To the values required forHBAs HBA Sure to set the following Parameter For Unix installation Key, register it Administrator’s On the EMC PowerlinkSoftware for Solaris Navisphere CLI Installation Guide Online help Update it For a 2-Gigabit switch One Appropriate SPs If SAN Copy, MirrorView, or On the server, restart Command to set Storage-system properties From the Tools menu onProperty to lun SP in the storage system Go to step Command to set it to Navicli -np -d device Time Setting for all other cases Where Device is the name11 FC4500 Storage System Port on the storage system Will bind and their targets Reboot the server using Other casesSolaris utilities kit To which it is zoned Group Reboot the server using Storage Group Use Navisphere Manager toGuide Storage system Commands to configure Guide Are visible Powercf -i or powercf -q Powermt configNames for them Points With a license Installing Last fi character Etc/powermt setNext reboot Veritas VxVM Solaris Installation Checklists Remove ATF or Following default storage-system properties Reference Driver configuration file Zone additional Recognizes the LUNs Templates to the storage system Applications Online Installing Character Configuring EMP Server For a server with Veritas VxVM V3.1.1 or below Solaris Installation Checklists Documentation see 5-3, update it URL on PowerPath Documentation seeDriver- HBA Parameters, except for Guide CX300, CX400 For new HBAs For any HBAs CX700,or Default storage-system Other cases Where hostname is the IPAn existing HBA is one that is 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 Configuration file Bindings to the HBA driverBindings Make paths to Use the following Power Path Use the following PowerPath LUN using the following Guide PowerPath command PowerPath for UnixConfigure for PowerPath if Required Task With Access Logix Without Access Logix DMP Configurations for Solaris Documentation DMP Configurations for Solaris DMP Checklist New Solaris Server and New Storage System Sd.conf file Zone switches Administrator guideSystem sees all the LUNs and label any new LUNs Use the pkgadd command to add Volume Manager and DMP to Manager documentation Vxdmpadm getsubpaths Dmpnodename= device Disconnect the path to that SP Tru64 Unix Installation Checklist Tru64 Unix Configurations Storage systems Tru64 Unix operating system Cables Set Base Udid Set connection To Tru64 Unix Port is logged in to the switch port Storage System With Access Logix Reference Document Switches Bind Boot LUN Boot LUN Prepare SRMInformation Tru64 Unix documentation Execute the following command For Boot LUNFollowing command Show device Following command Set bootdefdev Task With Access Logix Reference Document Server LUNs with the following command Tru64 Unix documentationCommand Hwmgr -show scsi Hwmgr -scan 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 Server with For NICs For iSCSI HBAs For a CX500i storage system Fibre Channel For a Fibre Channel SANManagement Ports For a CX300, CX500, or CX700 Storage System Data ports Install optional ISCSI initiatorPaths PowerPath product All the paths to the LUNs Guide AdministratorDo not enable it yet Guide and Manager Optional Chap Security Install optional Server WithSystem For NIC Initiators For iSCSI HBA Initiators Task With Access Logix Powermt restore Settings Network Software Installation Prompts you to rebootValues required for CLARiiON Switches Connect toManagement Cable to Fibre ISCSI data ports Checkpoint For a network SP portServer With a For NICs Use QLogic SANsurfer to Navisphere Server Utility Installation guide or ManagementStorage system For a CX-Series or NICs CX-Series or Open, use the following Go to step Scan for disks PowerPath product Following ways to verify that Guide LUNs PowerPath Administrator Optional Provider on the server Be installed on the server Them DocumentationCLARiiON VSS Optional CLARiiON VSS NIC Install HBA s Cannot have a boot disk if it isCLARiiON URL on Online help For SAN with CX200, CX400, or CX600 storage systemsSystems Server For direct attach with CX200 CX700 storage systemsEach SP Disk Installing Create HBAPrepare for Operating System Reinstall HBA driver HBA documentation Reference Failover mode and arrayValues required for CLARiiON Online help or Navisphere CLI Reboots both SPs at the same Servername is the name From the server to each SP Following ways to verify that Guide Server direct Attach onlyServer With a ISCSI HBA Install the admsnap utility Installation guide Manager to disable it Online help Use QLogic SANsurfer to With a license Or Windows Creating partitions on them Documentation Windows Installation Checklists HBA or NICs For additional NICsFor additional iSCSI HBAs Cable From which you will management the storage system GuideManagement Ports For a CX500i storage system, go to step Cable to data Ports to FibreOr server HBA Ports NIC ports Storage system Fibre Channel For a Fibre Channel SAN HBA port host initiator to the SPsDisks Reboot the server so Windows recognizes the LUNs Do not enable yet Guide and ManagerAll the paths to the LUNs Guide Desired event monitor templates to the storage system Server With For iSCSI HBA Initiators InitiatorsNew NIC initiators Guide and Manager Online help That HB or NIC Task Server Windows Installation Checklists HBAs or NICs Server with For additional NICs Documentation SANsurfer CX-Series or For new or replacement HBAs For any HBAs CX-Series or For existing HBAs Servername -type Administrator’s Guide Checkpoint Use Disk Fibre Channel switch CX500iFibre Channel Ports Channel data ports ISCSI initiator Ports Or NICs with Initiator to configure initiator Server Documentation If you disabled Chap onGuide and QLogix Scan for disks With a license Key DMP Configurations for Windows Software Revisions Access Logix, SnapView, SAN Copy, MirrorView EMC Navisphere Host Agent and CLI for Windows Version DMP Checklist New Windows Server and New Storage System Server Install HBAs HBA documentationInstall HBA driver See URL on Such as greatly increased I/O delays For one path From server toRegister one Host initiator Additional host Initiators Group toAdditional host Software for Windows Windows Installation Checklists Customer Support Overview of Detecting and Resolving Problems Figure A-1Problem Detection and Resolution Process Troubleshooting the Problem Before Calling the Customer Support Center Documenting the Problem Reporting a New Problem Sending Problem Documentation FTP Customer Support