Customer Support | EMC DS-8B specification

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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:

◆	Support Tool	A-2
◆ Overview of Detecting and Resolving Problems		A-3
◆	Troubleshooting the Problem	A-4
◆ Before Calling the Customer Support Center		A-5
◆	Documenting the Problem	A-6
◆ Reporting a New Problem		A-7
◆	Sending Problem Documentation	A-8

Customer Support

A-1

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EMC DS-8B manual Customer Support

Contents

Version Departmental Switch Models DS-16B and DS-8B Web Tools Copyright 2001 EMC Corporation. All rights reserved Trademark Information Page Contents Appendix a Customer Support Chapter Administrative Interface Figures Figures Tables Tables Preface Bold Palatino Ask for Customer Support Courier, Arguments used in examples of command lineCourier, User entry. For example Xiv Introducing Web Tools Overview Web Tools Views Administrative AdministrationView/Detail View Switch View Switch Events Status Accessible From Switch View Port InformationPower Supply Temperature Icon Introducing Web Tools Installing Web Tools Workstation SwitchRequirements Requirements Select Edit, Preferences InstallationConfiguring Netscape Communicator From Temporary Internet Files, select Delete Files Configuring Internet ExplorerClick OK To remove cached files from Internet Explorer To install the Java Plug-in on Solaris Installing the Java Plug-in on Solaris To launch Web Tools Using Web Tools Fabric View Http//switch name Zone Admin Status legend SwitchAdmin Summary/Detail View Fabric OS version Polled at or unreachableSince Name 2Summary Version Fabric View Fabric Events View To access Fabric Events View Level Num... numberTime Count Fabric Topology View 4Fabric Topology View Domain ID may be View Fabric TopologyThere are a total of n Domains in the fabric Local domain ID Path Number Destination DomainDestination’s Worldwide Name Number of Paths 6Name Server Table View Name Server Table View Refresh Symbolic NameAuto Refresh Auto Refresh Interval Hard address of the fabric port Port IP AddressIP address of the fabric port Hard Address WWN Level Zoning Zone Administration ViewPort Level Zoning Config Tab on Click Zone AdminZone Administration View displays Figure Delete Alias Alias TabAlias Name Create Alias Selection List CancelRename Alias Member Create Zone Zone TabZone Name List Delete ZoneRename Zone Member Selection Create Qloop QuickLoop TabQuickLoop Name Rename Qloop Switch Selection ListLists the switches available to add to the QuickLoop Delete Qloop 10 describes the fields on the Fabric Assist tab Fabric Assist TabYou can use the Fabric Assist tab -10 to create and manage Fabric Assists Rename FA FA NameCreate FA Delete FA Fabric Assist name Create Cfg Config TabConfig Name Config currently ConfigurationEnable Config Config to enable 12 Switch View Switch View LED Status IndicatorsPort icons Port numbers Temp FanPerf Beacon Ether IP StateFirmware Serial # 13Switch Events View Switch Events View Num 14Port Information View Port Information View Port Status Port World Wide NamePort Module 14Port Information Fields 15 describes the fields on the PortStats tab PortStats Tab 15PortStats Tab Fields 16 describes the fields on the Gbic tab Depends on the type of Gbic installedGbic Tab Gbic Speed ConnectorIdentifier ID Name BR Min TemperatureRx Power Tx Power FL Tenancies Loop TabFL Port Transfer NL Tenancies Number of Times in Single Switch ModeNumber of Times in Dual Switch Mode Switch, Port Caused the Last Init Bypass EnableLoop Diagnostics Identify faulty devices on a loop LIP Dialog Box StartStop Close Alpa to Bypass Enable Dialog BoxInformation View , click Enable on the Loop tab Alpa to Enable Fabric Watch View 22Alarm Notifications Tab Fabric Watch View Organizational tree on the left side of the window ConfigureThresholds Gbic Classes DefaultReset Watched checkbox Send alarms when box 24 displays the thresholds for the Port class 25Current Settings Tab Fabric Watch View 26Performance View Performance View Using Web Tools Administrative Interface Administrative Interface 1Enter Network Password 2Switch Administration Switch Administration Ethernet Subnetmask Switch NameSwitch Disabled Extended Fabric Switch Administration Tab User Administration Download File From Host Name or Host IPRemote User Name Download Firmware Reboot SwitchPassword Required for FTP Commit Change Disable PostReboot Switch Fastboot Switch 6SNMP Administration Snmp Administration System Location AuthenticationChanges Reset System Description 7License Administration License Administration Text Box List of the licenses installed on the switch Remote SwitchDescribes the fields on the License Administration tab 8Remote Switch Describes the fields on the Remote Switch tab 9QuickLoop Administration QuickLoop Administration QuickLoop Ports Enable Switch forQuickLoop Mode QuickLoop Port 10Config Admin Tab Config Admin Tab Report Switch Information 11Switch Information Report 12Extended Fabric Tab Extended Fabric Tab Optional Software 10 describes the fields on the Extended Fabric tab Telnet Interface You must have admin privilege to abort a telnet session Administrative Interface Customer Support Support Tool 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 Arbitrated loop 8b/10b encodingAddress identifier Alias server Glossary Class F Class of serviceDefined configuration Class EPort Enabled configurationError Domain ID Fabric OS TM FPortFabric Fabric name FPortt, FLPort Glossary Glossary Glossary Point-to-point Participating modePhantom Device Phantom address Sequence Single modeQuickLoopTM Route Glossary Well-known address Glossary Index Index