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Symantec SIEM 9700 Series, Hardware Troubleshooting Manual

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Symantec SIEM 9700 Series Hardware Troubleshooting Manual Download Page 12

12  About this guide 

Product

 documentation

 

 

 

Product documentation 

The table below lists the available documentation. 

SIEM 9700 Series appliances documentation set 

Document 

Hardware Installation Guide 

Product Description 

Hardware Troubleshooting Guide 

Safety Guide 

Maintenance Guide 

 

Summary of Contents for SIEM 9700 Series

Page 1: ...Symantec SIEM 9700 Series Appliances Hardware Troubleshooting Guide Release 1 0...

Page 2: ...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 THE DOCUMENTATION IS PROVIDED AS IS...

Page 3: ...rmation 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 Man...

Page 4: ...rt 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 fo...

Page 5: ...xisting support agreement please contact the support agreement administration team for your region as follows Asia Pacific and Japan customercare_apac symantec com Europe Middle East and Africa semea...

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Page 7: ...te Management 18 SIEM 9700 Series appliance rack mounting 18 SIEM 9700 Series appliance chassis covers 19 Chapter 3 General fault diagnosis 21 Basic principles 21 Troubleshooting processes 22 Check an...

Page 8: ...0 Series appliance chassis top external view 13 SIEM 9700 Series appliance components 14 SIEM 9700 Series appliance mainboard components 14 SIEM 9700 Series appliance control panel LEDs 15 SIEM 9700 S...

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Page 11: ...oting hardware issues related to the SIEM 9700 Series appliances Intended audience This document describes maintenance items of the SIEM 9700 Series appliances in terms of maintenance purpose period s...

Page 12: ...on Product documentation The table below lists the available documentation SIEM 9700 Series appliances documentation set Document Hardware Installation Guide Product Description Hardware Troubleshooti...

Page 13: ...00 Series appliances including physical descriptions and features SIEM 9700 Series appliance chassis top external view SIEM 9700 Series appliance components This section helps you identify the compone...

Page 14: ...iption SIEM 9700 Series appliance components SIEM 9700 Series appliance components Letter Description A Disk Carriers qty 8 labeled 0 through 7 from left to right B DVD ROM C Control Panel SIEM 9700 S...

Page 15: ...indicates a link between the system and the network Flashing green indicates network activity C NIC 2 activity Solid green light indicates a link between the system and the network Flashing green ind...

Page 16: ...M 9700 Series appliance is 2U high and contains 10 disk drives that have a 2 5 form factor Eight of the ten drives are accessible from hard disk drive bays There are two 120 GB internal highly availab...

Page 17: ...gn that allows for maximum airflow through the server system The bezel provides a lock to secure the hard drives peripheral devices and the control panel SIEM 9700 Series appliance rear panel SIEM 975...

Page 18: ...tec Remote Management lets you securely gain remote access and control the SIEM 9700 series appliance from any computer on the network Symantec Remote Management lets you access the console of the SIE...

Page 19: ...liances description SIEM 9700 Series appliance components 19 SIEM 9700 Series appliance chassis covers The SIEM 9700 Series appliance must be operated with the chassis cover in place to ensure proper...

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Page 21: ...cables external devices such as computers or monitors and power sockets When analyzing alarms first determine the severity and scope of impact Are the alarms critical major or non urgent minor Does t...

Page 22: ...sses Troubleshooting flowchart Check and record LED indicator status You can visually check and record the LED indicator status to locate a faulty module before performing more detailed analyses LEDs...

Page 23: ...sues regarding the device Observe and analyze fault symptom s Observing and analyzing fault symptoms is the process of finding out the actual cause for a fault among many possible causes By analyzing...

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Page 25: ...e chassis cover is not supported Faults types Usually faults fall into two categories in terms of fault location hardware and software Hardware faults Hardware cannot be powered on or accessed Memory...

Page 26: ...olid amber indicates a critical or non recoverable condition Flashing amber indicates a non critical condition No light indicates POST is running or the system is off B Power Sleep Continuous green li...

Page 27: ...serted properly 1 Reconnect the plug 2 Check the status of the power on alarm indicator If the power on alarm indicator is flashing green power to the device is active If the system power indicator is...

Page 28: ...upport Memory capacity has decreased Symptom The memory capacity detected during BIOS booting is less than the actual memory capacity Procedures Contact technical support Disk status LED is red The SI...

Page 29: ...disk is faulty Contact technical support All disks cannot be scanned The SIEM 9700 Series appliance contains eight disk bays Each bay can hold one disk module which includes a disk carrier and a disk...

Page 30: ...that housed the module for any signs of damage loose parts or other abnormalities 5 Correct any problems 6 Reinsert the disk module s making sure that it fits correctly 7 On the system monitoring inte...

Page 31: ...urely 5 Replace the SIEM 9700 Series appliance into the rack 6 Replace all peripheral connections and power cables 7 Restart the device 8 On the system monitoring interface check whether all disks can...

Page 32: ...r off the entire system through the management interface 2 Verify that peripherals are shut down 3 Verify that the two power cables on the rear of the SIEM 9700 Series appliance are securely plugged i...

Page 33: ...le sits horizontally on top of the other module Each module has an AC connector socket an LED and two fans A green LED indicates normal operation This section describes how to troubleshoot the system...

Page 34: ...Determine whether one or two power supply modules have an amber LED If a power module is not functioning properly contact technical support If the indicator of one module is amber while the other mod...

Page 35: ...ed power off Definition The terms protection or protected refer to a power supply that has shut down or locked up in order to protect itself and other components connected to the device A short circui...

Page 36: ...of the SIEM 9700 Series appliance are off 2 If the two LEDs are off remove and reinsert the AC power plug If the power alarm LED flashes green the abnormal power off was caused by a loose plug connec...

Page 37: ...ly check all aspects of the rack environment Make sure no other equipment are overly warm and close to the devices Make sure room temperature is within specifications Make sure AC power to the device...

Page 38: ...icator is on and red the alarm information is displayed on the ISM monitoring interface Alarm information Classification Type Device Description Overtemperature of the CPU core Temperature CPU Tempera...

Page 39: ...sed by environment abnormalities in the equipment room such as over low temperature and over low current examine the environmental conditions in the equipment room and adjust them as necessary 2 Verif...

Page 40: ...he On Alarm LED indicator for each power supply module If the on alarm indicator is off AC input to the power supply module is abnormal possibly due to a loose plug or abnormal power source in the equ...

Page 41: ...till off the fault may be caused by abnormal AC power in the equipment room In this case inform the customer for resolution Cause 5 Power supply or power supply fan issues For issues with the power su...

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