IBM DR550, Problem Determination And Service Manual

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the directory structure tree can be expanded to find
/tmp/ibmsupt
. This snap
file can then be e-mailed to the IBM support center for analysis.
g.
To gather problem data for the DR550 File System Gateway, use the
following diagnostic tools, described in greater detail in “Solving problems”
on page 25:
v
POST beep codes
v
“Troubleshooting tables” on page 28
v Diagnostic programs and error messages
v
Light path diagnostics
h.
To gather problem data for the DR550 Storage Controller:
v
Check the Storage Controller, Expansion Drawers and disk drives to see if
any amber LEDs are lit for first problem determination.
v
Use the Recovery Guru menu function in the DS4000 Storage Manager
for DR550 Subsystem Management window to identify and correct any
failures.
v
Look at the DS4000 Storage Manager Major Event Log (MEL) and gather
all support data.
v
Click Downloads > Advanced Option > Maint . Select Collect All
Support Data .
3. Establish a history of the problem; request the following information:
a. How did you first notice the problem? Did the user do anything different
that made them notice the problem?
b.
When did it happen? Does it always happen at the same time, for example
when the same application is run or a specific user accesses the system.
c. Does the same problem occur elsewhere? Is only one machine experiencing
the problem or are multiple machines experiencing the same problem?
d. Have any hardware, software, or configuration changes been made recently?
e. If a change has been made recently, were all required prerequisites met
before the change was made?
4. Gather information from the system. Use the following worksheet as a guide.
Questions Responses
1. Problem Definition
2. Time/Date of Failure
3. How was the problem detected? Does the
problem existing on multiple machines? Was
the error detected by a user? Was the error
detected by the system? Which management
interface exhibited the problem? For
example, with the DR550 SSAM Server, was
it SMIT or CLI?
4. Are any error LEDs lit? If yes, which
hardware product?
5. Is there a service request number
displayed on the SSAM Server?
6. For AIX error messages, is the message
prefix, ANR, ANS, or ANE. If yes, the
message was generated by System Storage
Archive Manager.
Chapter 1. Problem resolution overview
3