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Symantec netbackup 5030 Troubleshooting Manual Download Page 13

Quick Reference

This chapter includes the following topics:

■

About these quick references

■

Replacing customer replaceable appliance components

■

Replacing customer replaceable Symantec Storage Shelf components

About these quick references

These quick references provide links to information about troubleshooting and
component replacement that appear elsewhere in this document.

Replacing customer replaceable appliance
components

This section provides links to information in this document that describes how
to remove and replace customer replaceable components in NetBackup appliance
servers. Use authorized replacement parts from Symantec only. If the component
that you replace does not resolve the problem, contact Symantec Technical Support
for assistance. If the problem does not involve any of the listed components,
contact Symantec Technical Support for assistance.

Table 2-1

Quick links for appliance CRU components

Link

Component

See

“Removing and replacing the chassis

bezel”

on page 57.

Front bezel

2

Chapter

Summary of Contents for netbackup 5030

Page 1: ...Symantec NetBackup 5030 Appliance Hardware Troubleshooting and Parts Replacement Guide ...

Page 2: ...s use copying distribution and decompilation reverse engineering No part of this document may be reproduced in any form by any means without prior written authorization of Symantec Corporation and its licensors if any THEDOCUMENTATIONISPROVIDED ASIS ANDALLEXPRESSORIMPLIEDCONDITIONS REPRESENTATIONS AND WARRANTIES INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE OR ...

Page 3: ...Symantec Corporation 350 Ellis Street Mountain View CA 94043 http www symantec com ...

Page 4: ... minute information Upgrade assurance that delivers software upgrades Global support purchased on a regional business hours or 24 hours a day 7 days a week basis Premium service offerings that include Account Management Services For information about Symantec s support offerings you can visit our website at the following URL www symantec com business support All support services will be delivered ...

Page 5: ...ess support Customer service Customer service information is available at the following URL www symantec com business support Customer Service is available to assist with non technical questions such as the following types of issues Questions regarding product licensing or serialization Product registration updates such as address or name changes General product information features language avail...

Page 6: ...existing support agreement please contact the support agreement administration team for your region as follows customercare_apac symantec com Asia Pacific and Japan semea symantec com Europe Middle East and Africa supportsolutions symantec com North America and Latin America ...

Page 7: ...dimensions 16 Environmental 16 General specifications 17 About the appliance bezel 17 About the appliance front panel 17 About NetBackup 5030 drive slots 18 About drive slot LEDs 18 About the hardware control panel 19 About the NetBackup 5030 Appliance rear panel 20 About the cables 22 About rack mounting 22 About the hot swappable customer replaceable units CRUs 23 Chapter 4 Understanding the Sym...

Page 8: ...t does not turn on 46 Troubleshooting an amber drive status LED on the appliance 47 Troubleshooting a system drive that the management software does not identify 48 Troubleshooting appliance power supply problems 49 Troubleshooting system induced shutdown 51 Troubleshooting system status LED issues 53 Troubleshooting the system status LED faults 55 Chapter 7 Removing and replacing appliance hardwa...

Page 9: ...escription Document This document describes all aspects of the NetBackup5030ApplianceandtheSymantec Storage Shelf including safety compliance and environmental information SymantecNetBackup5030ApplianceProduct Description This document describes all aspects of the NetBackup5230ApplianceandtheSymantec Storage Shelf including safety compliance and environmental information SymantecNetBackup5230Appli...

Page 10: ...tors the hardware in the appliance The data is collected and maintained on the Appliance Web Console You can access the Appliance Web Console using the fully qualified host name or the IP address that is associated with appliance For information about setting up and using the NetBackup system refer to your Symantec NetBackup Appliance administrator guide Description Document This document is for t...

Page 11: ...ec NetBackup Appliance Administrator s Guide Release 2 6 This document lists important new information for this specific release of the software SymantecNetBackupAppliance1 4 xRelease Notes This document lists important new information for this specific release of the software Symantec NetBackup Appliance 2 5 Release Notes This document lists important new information for this specific release of ...

Page 12: ...Introduction Software documents 12 ...

Page 13: ... appliance components This section provides links to information in this document that describes how to remove and replace customer replaceable components in NetBackup appliance servers Use authorized replacement parts from Symantec only If the component that you replace does not resolve the problem contact Symantec Technical Support for assistance If the problem does not involve any of the listed...

Page 14: ...customer replaceable components in Symantec Storage Shelf systems Use authorized replacement parts from Symantec only If the component that you replace does not resolve the problem contact Symantec Technical Support for assistance If the problem does not involve any of the listed components contact Symantec Technical Support for assistance Table 2 2 Link Component See Removing and replacing disk d...

Page 15: ... About the appliance front panel About the NetBackup 5030 Appliance rear panel About the cables About rack mounting About the hot swappable customer replaceable units CRUs NetBackup 5030 appliance specifications This section provides specification information for the server in the NetBackup 5030 Appliance Figure 3 1 shows the appliance 3 Chapter ...

Page 16: ...d Environmental Operating temperature 50 F to 95 F 10 C to 35 C with maximum rate of change not to exceed 10 C per hour Non operating temperature 40 F to 140 F 40 C to 60 C Operating humidity 8 to 80 non condensing Non operating humidity 90 non condensing 35 C Operating shock Half sine 2g peak 11ms duration Understanding the NetBackup Appliance NetBackup 5030 appliance specifications 16 ...

Page 17: ...l port A connector DB 15 video connector Two 750W hot swappable power supplies Maintenance free battery unit MFBU About the appliance bezel Symantec provides a bezel that attaches to the front of NetBackup Appliances The bezels are designed to maximize the air flow through the appliance The bezel should be installed to enhance ventilation and to protect the disk drives Figure 3 2 NetBackup Applian...

Page 18: ...ppable hard disk drives in Appliances on page 58 This section provides more information about hot swapping disk drives in the appliance About drive slot LEDs Each drive slot has two LEDs The LEDs are located on the edge of the drive facade to the left of the handle Figure 3 4 shows the LEDs The LEDs provide the following information The top LED is solid green when power is supplied to the drive Th...

Page 19: ...monitor server activity at a glance and perform some tasks Figure 3 5 shows the elements in the hardware control panel Table 3 1 describes the elements in the hardware control panel Figure 3 5 Appliance LED panel Table 3 1 Appliance LED panel Description Label AC power button with integrated LED 1 Disk drive activity LED 2 Appliance ID button with integrated LED 3 Cold reset button 4 NIC4 activity...

Page 20: ...ces are shipped in either of two configurations without Fibre Channel FC cards or with Fibre Channel cards Both configurations contain a single RAID controller card that is installed in PCIe slot 1 The SAS ports on the RAID controller are used to connect to the Symantec Storage Shelf The second NetBackup 5030 Appliance configuration also contains FC HBA cards that are installed in PCIe slots 2 and...

Page 21: ...IC 1 is used for administrative purposes only NIC 2 NIC 3 and 4 are used for public networks only 1 Video Graphics Array VGA 2 Serial port 3 Three USB ports 4 Administrative port 5 Two 10Gb Ethernet ports 6 Two SAS RAID controller ports 7 Four Fibre Channel ports 8 Other configurations or other cards in the PCIe slots of the NetBackup 5030 are not supported 21 Understanding the NetBackup Appliance...

Page 22: ...ms fit into a standard EIA 310D mounting rack When appliances and storage systems are installed in the same rack care must be taken regarding the weight differentials between the systems Top heavy installation can destabilize the rack causing it to fall The rack is particularly vulnerable when a heavier system that is installed in a high slot is pulled out for maintenance or repair Install the hea...

Page 23: ...nents should not be left empty for more than three minutes If the repair requires more than three minutes enact approved measures for covering the slot or bring the system down Table 3 3 lists the hot swappable components Warning Ignoring these instructions can result in equipment damage or data loss and corruption Table 3 3 Hot swappable components Location Component Device Rear panel leftmost Po...

Page 24: ...Power supply 2 Symantec Storage Shelf Rear panel AC power cord qty 2 Symantec Storage Shelf Note Conditions System power must be maintained Do not remove both power supplies at the same time In appliances one system disk must operate at all times to ensure data integrity Do not remove both system disk drives at the same time Understanding the NetBackup Appliance About the hot swappable customer re...

Page 25: ...appliance They connect to the appliance through SAS technology The storage shelf includes two power supplies and two I O modules The power supplies provide power and cooling for the unit Load sharing is used during normal operations to provide power for the storage shelf If one power supply fails the other power supply automatically provides the load for the entire system until the failed unit is ...

Page 26: ...led 71 7 lbs 32 5 kg with drives installed Power 100 240 VAC auto ranging 50 60 Hz 580W Environmental Operating temperature 50 F to 95 F 10 C to 35 C with maximum rate of change not to exceed 10 C per hour Non operating temperature 40 F to 140 F 40 C to 60 C Operating humidity 8 to 80 non condensing Non operating humidity 90 non condensing 35 C Operating shock Half sine 2g peak 11ms duration Non o...

Page 27: ...bout the overall storage system and about the system components Figure 4 1 shows the front panel Figure 4 2 identifies the LEDs embedded in the frame and the drive slots Table 4 1 provides the information about the LEDs embedded in the frame Table 4 2 provides the information about the drive slot LEDs Figure 4 3 shows the drive slot numbers Figure 4 1 Front panel Figure 4 2 Front panel LED detail ...

Page 28: ... every four seconds when one I O module is connected Blinks every two seconds when both I O modules are connected System off Storage shelf has not established communication with the appliance Heartbeat LED 9 Table 4 2 Storage shelf drive elements on front panel Amber Flashing Blue Steady Blue Steady Green Off Element Number Drive release button 4 Drive is not operating normally Consult your data l...

Page 29: ... 4 4 shows the storage shelf rear panel The rear panel provides access to the I O modules that connect the storage shelf to the NetBackup appliance and to the power supplies This section provides the information about the rear panel of the storage shelf Figure 4 4 Storage shelf rear panel The I O modules include the SAS_In and the SAS_Out ports that are used to connect the storage shelf to the RAI...

Page 30: ...rved for troubleshooting I O port 1 Indicates the status of the SAS_IN port Dark Link down Steady green Link up Flashing green Activity SAS_IN port LED 2 Connector for SAS input SAS_IN port 3 Connector for SAS output SAS_OUT port 4 Indicates the status of the SAS_OUT port Dark Link down Steady green Link up Flashing green Activity LED for SAS_OUT port 5 Understanding the Symantec Storage Shelf Abo...

Page 31: ... are installed side by side in the rear panel The power supplies use load balancing in providing power to the storage shelf during normal operation If one power supply fails the other automatically takes up the entire load The Global Enclosure status LED on the front panel of the storage shelf when a power supply is not running This LED remains amber until both power supplies are providing power t...

Page 32: ...wer supply is not in operation Off Power is on and the system is in operation Steady green Power supply is OK but not in operation Flashing green Power supply has failed Red Understanding the Symantec Storage Shelf About the storage shelf rear panel 32 ...

Page 33: ... the LEDs on the appliance FC HBA About the appliance RAID SAS card About the LEDs on the Symantec Storage Shelf About the Symantec Storage Shelf I O module LEDs About the Symantec Storage Shelf power supply LED About the appliance control panel This section provides information about the elements in the control panel that is located on the front of the appliance Figure 5 1 shows the elements Tabl...

Page 34: ...LED is on when the NIC4 port is connected to the network The LED flashes when there is network activity NIC4 activity LED 5 This LED is on when the NIC3 port is connected to the network The LED flashes when there is network activity NIC3 activity LED 6 This button triggers a nonmaskable interrupt All server data is lost NMI button recessed tool required to use 7 This LED is on when the NIC1 port i...

Page 35: ...s off Off Indicates that the System is running and its status is healthy AC power is present and the system does not show any errors Ok Constant on Green A redundancy component has failed and the system is in operation Non critical threshold crossed Temperature including HSBP temp Voltage Input power to power supply Output current for main power rail from power supply Unable to use all of the inst...

Page 36: ...hoot the problem 1 Hz blink Amber Fatal alarm system has failed or shutdown Faulty mainboard Faulty power No good DIMM memory present Faulty BMC 240VAC fault Critical non recoverable System is halted Note Access the Data Collect logs in the NetBackup Appliance Web Console to troubleshoot the problem Constant on Amber About the LEDs on the appliance disk drives Each of the two system hard disk driv...

Page 37: ...on During normal operation load balancing is use to distribute power to the system If a power supply fails the system automatically shifts the entire load to the other power supply When the failed power supply is replaced the system automatically restores load balancing Figure 5 2 shows the rear panels of power supplies that support different types of prongs The power supplies support 120 VAC A or...

Page 38: ...es to operate high temperature high power high current slow fan Amber 1Hz blink About the LEDs for the appliance 1Gb connectors The NetBackup Appliance has four 1Gb Ethernet ports Eth0 and Eth1 are reserved for administrative use only Eth2 and Eth3 support the LAN and other public networks Each network port has two LEDs as shown in Figure 5 3 These LEDs indicate the status and the transmission rat...

Page 39: ... green and yellow LED The LEDs are labeled 2 4 and 8 to indicate the speed of transmission in Gb that the connection supports Table 5 5 provides additional information about how the LEDs are used Figure 5 4 FC HBA ports with LEDs Table 5 5 FC HBA LED indications Description 2 Amber 4 Green 8 Yellow Power is off Off Off Off Data is transferred at a rate of 2 Gbit s On flashes Off Off Data is transf...

Page 40: ...e appliance About the LEDs on the Symantec Storage Shelf This section provide information about the LEDs on the front panel of the Symantec Storage Shelf Figure 5 5 shows the LEDs on the Symantec Storage Shelf The LEDs that are located on the slots in the Symantec Storage Shelf are described in Table 5 6 The LEDs that are located on the frame on the front panel of the Symantec Storage Shelf are de...

Page 41: ...wer 1 Off On One power supply offline Both power supplies offline Not lit Solid green Amber Red Global enclosure status 2 N A N A Reserved 3 No activity Activity Not lit Flashes green I O Module 1 activity 6 No activity Activity Not lit Flashes green I O Module 2 activity 7 System off If one I O module is connected to an appliance If two I O modules are connected to an appliance Not lit Flashes gr...

Page 42: ... A single I O module is shown in the figure each storage shelf includes two such modules Figure 5 6 shows LEDs that are available on the Symantec Storage Shelf Table 5 8 provides a description of those LEDs Figure 5 6 Symantec Storage Shelf I O module LEDs Table 5 8 Symantec Storage Shelf I O module LED indications Description State LED name Link available Activity N A No link available Solid gree...

Page 43: ...ns green when the module is ready The secondary I O module on the right side of the rear panel starts after the primary module is operational About the Symantec Storage Shelf power supply LED The rear panel of the Symantec Storage Shelf contains two side by side power supplies Each power supply includes two fans a connector for an AC outlet an on off switch and a status LED Figure 5 7 shows the po...

Page 44: ...r supply LED states Indication Color state Power is not detected Not lit Power is OK Solid green Power supply is OK but is unit is not turned on Flashes green Power supply has failed to turn on Red Understanding the LED status indicators About the Symantec Storage Shelf power supply LED 44 ...

Page 45: ...the system status LED faults AbouttroubleshootingNetBackupappliancehardware This section provides information about troubleshooting and fixing the problems that can occur in NetBackup appliance hardware that is deployed The modular and redundant design allows many hardware problems to be easily isolated and repaired by replacing the faulty component Minimum or no downtime is achieved Some of the r...

Page 46: ... plug and cable 1 Remove the power plug from the socket in the rear panel 2 Reinsert the plug Make sure that it fits correctly 3 Check the status of the power on alarm indicator on the control panel for the following If the power on alarm indicator flashes green power to the unit is active The fault is removed If the power on alarm indicator is amber one of the two power supplies may be faulty Pow...

Page 47: ...lots 0 and 1 in the front panel as shown in the following figure Each drive has two LEDs near the left edge of the drive cover The top LED is amber and indicates the drive status The bottom LED is green and indicates drive activity The following figure shows the LEDs Table 6 1 describes the LED states Table 6 1 System disk status LEDs indications Indication Behavior LED color No access and no faul...

Page 48: ...After the new drive spins up wait for approximately three minutes 6 Check the disk drive LEDs and do the following If the activity LED is green the fault is resolved If the status LED is still amber escalate as needed Troubleshooting a system drive that the management software does not identify You can use this procedure when a system disk drive is not found and reported in any of the following ma...

Page 49: ...ault persists escalate as necessary Troubleshooting appliance power supply problems The NetBackup Appliance has two modular power supplies for high availability operation During normal operation the power supplies are configured for active standby operation In this configuration one power supply is used to provide power for the entire system and the other is held in reserve Should the active power...

Page 50: ...se support hwmon show power For the 5230 use support monitor system You can also gather information about the power supply by viewing the LEDs on the front and the rear panels of the unit If the power button and LED on the front control panel is amber one or both power supplies may be faulty Check the LEDs on the power supplies on the back of the unit to determine which power supply is faulty You ...

Page 51: ...ection mode when an electrical event that is potentially catastrophic occurs Such events include short circuits voltage overloads and power surges In protection mode the power supply shuts down or locks up to protect itself and the component in the system When the unit is running it may be turned off incorrectly or inadvertently The control panel in front of the unit may show a fault The LEDs on t...

Page 52: ...ss the NetBackup Web user interface and click Monitor System 2 Check the alarm list Review the list for temperature and fan related alerts such as the following Description Alert information Temperature is not critical yet but approaches the upper limit of the range Overtemperature A component such as a fan is absent Absence 3 If an alarm about the CPU overtemperature appears several problems may ...

Page 53: ... problem The following table describes the different states the system status LED can assume Steps you can take to troubleshoot a change of status are provided after the table Description Color action Normal operation Solid green Degraded performance Flashes green Critical or non recoverable condition Solid amber Non critical condition Flashes amber POST Power On Self Test is running or the unit i...

Page 54: ...ooting appliance power supply problems on page 49 4 If memory DIMM related alerts are shown DIMMs may be damaged or incorrectly installed Perform the following steps Turn off the unit Remove the power cords from the AC power source Remove the chassis cover Refer to the DIMM test procedure 5 If overtemperature or current alerts are shown go to the equipment room where the unit is installed Do the f...

Page 55: ...amber POST Power On Self Test is running or the unit is off Not lit If the system status LED is anything other than solid green you must investigate Environmental or component issues such as the following can trigger a status change An excessively hot or an excessively cold equipment room AC current too high AC current too low Current surges from the AC power source affect operation Open or damage...

Page 56: ...er source Remove chassis cover Reseat memory modules Refer to the DIMM test procedure 5 If overtemperature or current alerts are shown go to the equipment room where the unit is installed Do the following Check the room for temperature abnormalities Make sure that other sources of heat do not heat the unit Check equipment that is installed on under or next to the unit Check the unit for loose or u...

Page 57: ...escribes how to remove and replace the bezel on the front of the appliance The following figure shows the Symantec bezel To remove the bezel 1 Pull the left edge of the bezel forward until it detaches from the chassis connection 2 Rotate the front bezel anticlockwise to release the latches on the right side To replace the bezel 1 Press the right edge of the bezel until it attaches to the chassis c...

Page 58: ...e other ESD precautions Note An ESD wrist strap is shipped with replacement drives 2 Remove the Symantec bezel on the unit for which you want to replace the disk drive See Removing and replacing the chassis bezel on page 57 3 Identify the drive that you want to replace Observe the Fault LED the bottom of the two LEDs on the drive front panel This LED is amber when the drive is faulty Removing and ...

Page 59: ... carrier out of the bay To install a replacement drive 1 Put on a wrist strap or take other ESD precautions 2 Grasp the replacement drive carrier by the sides or metal surfaces only and remove it from the shipping container Warning Grasping and pinching any part of the printed circuit board on the drive can damage the drive 59 Removing and replacing appliance hardware Removing and replacing hot sw...

Page 60: ...st remove both power supplies at the same time perform a system shutdown before you remove the power supplies Caution A power supply is only hot swappable when two power supplies are installed At least one power supply must be in service to power the unit Note The system periodically polls the power supplies to ensure that they are operating When a power supply does not respond an error message is...

Page 61: ...oward the socket to release the power supply The following figure shows the green lever on the power supply 4 Use the handle that is folded beneath the fan to pull the power supply out of the bay 61 Removing and replacing appliance hardware Removing and replacing the power supplies ...

Page 62: ...ure shows the power supply Note If two power supplies are not installed you must install a filler panel in the empty power supply bay The filler panel allows the air to circulate as designed and keeps the unit from overheating The following figure shows the filler panel Removing and replacing appliance hardware Removing and replacing the power supplies 62 ...

Page 63: ...nent The component can easily be replaced with a field replaceable unit FRU Replaceable components in the NetBackup storage shelf include the following Disk drives Power supplies I O modules Faults can be identified and located using Symantec software The hardware monitor feature in the NetBackup management software provides graphical status for significant hardware components in the storage syste...

Page 64: ... the system A red or amber LED on the front panel identifies the faulty drive 4 Push the drive release button that is shown in the following figure 5 Remove the drive from the slot 6 Slide the replacement drive into the drive slot until it clicks into place Replacing a power supply This instruction describes how to replace a faulty power supply in the Symantec Storage Shelf To replace a faulty pow...

Page 65: ... between the fans A in the figure to pull the power supply out of the bay 8 Turn off the power switch in the replacement power supply 9 Insert the replacement power supply into the bay and slide it into the bay until it clicks 10 Secure the power supply with the two hand tighten screws 11 Plug the AC cable into the socket 12 Turn on the power switch Replacing an I O module This instruction describ...

Page 66: ... use it 3 In the rear of the unit locate the faulty I O module The I O module status LED is red or off 4 Open the release latch beneath the I O module to release the unit from the bay 5 Slide the unit out of the bay 6 Unwrap the replacement unit 7 Open the latch on the replacement unit and slide it into the bay until it clicks 8 Close the latch Replacing Symantec Storage Shelf hardware Replacing a...

Page 67: ...r LED 38 appliance power LED 37 available configurations NetBackup 5030 20 B bezel appliance 17 remove and replace 57 C cables SAS 22 CRU customer replaceable unit hot swappable CRU 23 D deduplication 10 disk activity LED Symantec Storage Shelf front panel 41 disk drive hot swappable drives 58 removing and replacing 58 disk status LED Symantec Storage Shelf front panel 41 documentation deduplicati...

Page 68: ...l panel 35 LED power Symantec Storage Shelf front panel 41 LED power supply Symantec Storage Shelf rear panel 43 LED system ID button appliance control panel 35 N NetBackup 5030 available configurations 20 system drives 17 NetBackup 5230 storage drives 17 system drives 17 P PCIe slot numbers appliance 20 physical dimensions specifications 16 power LED Symantec Storage Shelf front panel 41 power su...

Page 69: ... NetBackup 5230 17 system status LED troubleshooting 53 55 system status states appliance control panel system status LED 36 T troubleshooting appliance disk status LED is amber 47 appliance does not turn on 46 appliance power supply 49 system drives 47 system drives are not scannable 48 system status LED 53 55 system induced power off 51 69 Index ...

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