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WorldMark 4300 Server Management Product Manual

B-1

Appendix B

Troubleshooting

Diagnostics

On occasion, a situation may occur that requires intervention by either you, the user, or by the
NCR Services representative.

This appendix attempts to list some of these situations, determine possible causes, and provide
corrective action to be taken.

SMB LED Dark

Possible Causes

•

Insertion error

•

Internal cabling error

•

Bad board

User Troubleshooting Procedure

•

Verify that the power cord is connected to the server and the wall outlet

•

Verify that the SMB is plugged in securely

•

Verify that there is power to the server

•

Verify that all power supplies are plugged in and secured

If you have verified all of the above and the SMB LED is still dark, contact your Global Support
Center for an SMB replacement.

Services Troubleshooting Procedure

•

Same as above

•

Verify that the 5V Aux is good and is available to the SMB connector

If you have verified all of the above and the SMB LED is still dark, replace the SMB.

SMB LED Remains Amber for More Than 30 Seconds

Possible Causes

•

Failed diagnostics/startup (bad I2C, duart, etc.)

Содержание WorldMark 4300

Страница 1: ...BD20 1398 B000 12 97 WorldMark 4300 Server Management Product Manual Release 2 0...

Страница 2: ...ailable NCR therefore reserves the right to change specifications without prior notice All features functions and operations described herein may not be marketed by NCR in all parts of the world In so...

Страница 3: ...onnection 2 4 Out of band Connection 2 5 Configuring the Modem for an Out of Band Connection 2 6 Server Configuration Group 2 9 Available Attributes 2 10 Server Administration Group 2 11 Available Att...

Страница 4: ...Troubleshooting Diagnostics B 1 SMB LED Dark B 1 SMB LED Remains Amber for More Than 30 Seconds B 1 Server Modem Does Not Answer B 2 Modem Connects No Password Prompt B 2 Cannot Log In To SMB Out of...

Страница 5: ...Events Do Not Occur as Expected B 14 SMB Modem Tests Server B 15 SMB Modem Transport Logging Console B 17 SMB Indication Handler Logging Server B 18 Out of band Console Test Checklist B 19 Hardware C...

Страница 6: ...Contents iv Table of Contents...

Страница 7: ...hes or Windows NT 3 51 or later What You Need to Know To use this guide effectively you need to be familiar with the following NCR WorldMark 4300 family of servers UNIX operating system Windows NT ope...

Страница 8: ...the specific package Directory names file names arguments and fields on a screen are printed in italics For example Configuration information is stored in the etc hosts file Italics are also used to d...

Страница 9: ...anual BD20 1354 A000 Installing and Servicing the 6257 Disk Array Subsystem BST0 2140 9000 Series 4 Disk Array Subsystem User Guide Models DS 6255 RM 6250 BST0 2141 1500 Series 4 Disk Array Subsystem...

Страница 10: ...Preface viii Preface...

Страница 11: ...ce for remote server management and dial out alerting when the server is not functioning properly The SMB with the associated Intel LANDesk Server Manager software enables the monitoring and control o...

Страница 12: ...Flash circuitry used to reprogram the SMB firmware Interface circuitry to the NCR WorldMark 4300 s I2 C control buses and RS232 communications port Either an internal modem or an RS232 connector to b...

Страница 13: ...trolled only and some can be both monitored and controlled In addition to the monitoring and controlling of the NCR WorldMark 4300 server the user can monitor and control the SMB itself Most attribute...

Страница 14: ...Monitored Controlled Attributes 1 4 Overview...

Страница 15: ...r Release 5 User Guide and the UNIX or Windows NT documentation received with your server Main Screen The main screen of the LANDesk Server Manager console is divided into three panels The left panel...

Страница 16: ...The attributes in each group which are available for viewing or managing vary depending on whether the operation is in band or out of band Types of Attributes All attributes are preceded by an icon t...

Страница 17: ...licking the right mouse button will display a pop up menu with the following options Option Used To Update Obtain a new value for the attribute Edit Change the value of the attribute Only attributes w...

Страница 18: ...Interface In band Connection An in band connection is made by selecting the appropriate network selecting the target host within the network and then selecting the Server Management Board Proxy icon F...

Страница 19: ...connection is made by selecting the SMB Modem Transport icon and then choosing the target host from the listing displayed during the dial up process Figure 2 3 Dial Up Window Figure 2 4 Out of band Co...

Страница 20: ...to use Select the MODEM button and choose the applicable modem from the drop down list On Windows NT 3 51 a dialog box is displayed giving the user full control over the modem initialization strings O...

Страница 21: ...cations dialog box press the MODEM button The Configure Modem dialog box as shown in Figure 2 6 is displayed Figure 2 6 Configure Modem Dialog Box Enter the appropriate information and click OK to ret...

Страница 22: ...Out of band Connection 2 8 User Interface Figure 2 7 shows the screen used to install or remove modem devices on Windows NT 4 0 systems Figure 2 7 Control Panel...

Страница 23: ...roup WorldMark 4300 Server Management Product Manual 2 9 Server Configuration Group The Server Configuration group contains attributes related to the configuration of the server itself Figure 2 8 Serv...

Страница 24: ...OS Version Version number of the OS In band only Server Name Server s network name or phone book name Serial Number Serial number of the server chassis Model Number Model number of the server chassis...

Страница 25: ...roup WorldMark 4300 Server Management Product Manual 2 11 Server Administration Group The Server Administration group is used to request a specific operation be performed by the server Figure 2 9 Serv...

Страница 26: ...hutdown or the power off delay is reached The server should return to service automatically Perform Reset with Memory Dump Copies memory to the dump partition shuts down the OS and reboots The server...

Страница 27: ...orldMark 4300 Server Management Product Manual 2 13 Figure 2 10 Sample Pull down Menu Selecting Perform Action displays a pop up window in which you can confirm that you want to perform the action Fig...

Страница 28: ...erver Status Group 2 14 User Interface Server Status Group The Server Status group contains attributes that provide information regarding the current state of the server Figure 2 12 Server Status Grou...

Страница 29: ...s SMB Firmware Event and SMB Hardware Event codes as represented in Appendix A of this manual Single Byte Event Log List of the single byte event values from least recent to most recent stored in the...

Страница 30: ...top to bottom the High Shutdown Threshold the High Alarm Threshold and the Low Alarm Threshold The default display colors are yellow for a warning level and red for a fatal level Note When displaying...

Страница 31: ...eshold fields are disabled for those values for which they do not apply When one of the configured thresholds is crossed an alert is generated based on the configuration of the alert For example in th...

Страница 32: ...er Serial number of the SMB Assembly Number Assembly number of the SMB Inbound Phone Number Number of the phone line connected to the modem which is connected to the SMB Host Baud Rate Connection spee...

Страница 33: ...a connection is established Primary Secondary Tertiary Outbound Destination Target device to which the alert is delivered console IXO pager or numeric pager Primary Secondary Tertiary Pager ID ID of t...

Страница 34: ...nistration group Attribute Description Perform Modem Reset Resets the modem For an internal modem a hard reset is performed For an external modem the software resets the modem configuration to the fac...

Страница 35: ...as follows 1 In the SMB Administration group double click on SMB Firmware Image Name to display the path name on the server If the operating system is Then the default path name is Windows NT Server...

Страница 36: ...e firmware image file on the console The default location is smm32 pred4 bin Note You can double click on the SMB Firmware Flash Percent Complete attribute to view a graph displaying the percentage of...

Страница 37: ...word is enabled by setting this value to Enable d and disabled by setting it to Disable d Support Password Password used by NCR Remote Support analysts to access the SMB out of band Displayed as aster...

Страница 38: ...SMB A warning state indicates that the SMB detected an error condition An SMB Reset may clear the problem A critical state indicates the SMB detected a critical or non recoverable condition The SMB sh...

Страница 39: ...at provide information regarding the events that are monitored by the SMB Note Events are only available via the in band interface Figure 2 19 Events Group Available Events The following events appear...

Страница 40: ...Agent Failed Event Reports the SMB Agent has failed 10 Chassis Status Change Event Reports a change to the chassis status This may be due to an environmental condition or a component failure 11 Chass...

Страница 41: ...Event Reports that a high voltage warning threshold has been crossed 23 Voltage Probe Low Fatal Event Reports that a low voltage fatal threshold has been crossed 24 Voltage Probe High Fatal Event Rep...

Страница 42: ...nts are also logged to the Diagnostic Partition and the SMB Event Log or the UNIX System log Refer to the applicable WorldMark 4300 User Guide or Server Software Guide for additional information about...

Страница 43: ...NFIGURE The Select Tool dialog box shown in Figure 2 22 is displayed Figure 2 22 Select Tool Dialog Box 7 Select an event action from the tools shown Note Broadcast is supported on Windows NT only Cli...

Страница 44: ...he fields of Instance Name for the events shown in Table 2 1 Table 2 2 Instance Name Fields for Events 1 16 Instance Name Field Events 1 16 Description Event Severity The severity of the event Compone...

Страница 45: ...ter you configure the action from You can select whether the message box sounds a beep when it appears and whether the message box is system modal A system modal message box prevents you from working...

Страница 46: ...message text you want to display in the Message box and move available parameters you want from the Alert Parameters list to the Message box 7 Enter a configuration name The configuration name appears...

Страница 47: ...f you are creating a message for an alphanumeric pager type any message text you want to display in the Message box and move available parameters you want from the Parameters list to the Message box I...

Страница 48: ...on alert action 1 Select the parameter you want to configure alert actions for 2 Click CONFIGURE 3 Select the Program Execution alert action and click OK 4 Enter a full path and command line Click BRO...

Страница 49: ...he TEST button executes all actions configured for that parameter Selecting only an action and clicking the TEST button executes only that event action Deleting Action Events You may want to delete an...

Страница 50: ...Working With Event Actions 2 36 User Interface...

Страница 51: ...rver Management Board SMB replace an existing SMB or replace a modem This process should be done only by a qualified technician Precaution An electrostatic discharge ESD can damage disk drives add in...

Страница 52: ...ve or install the SMB are Anti static wristband Slotted screwdriver Power Subsystem The SMB may be mounted in either the rack mount or the deskside version of the NCR WorldMark 4300 server Figure 3 1...

Страница 53: ...ear view of the rack mount node chassis showing the placement of the SMB in the lower left corner Figure 3 2 4300 Rack Mount Node Chassis Rear View Figure 3 3 shows a sample SMB Figure 3 3 Sample SMB...

Страница 54: ...y seated until the jack screw is tightened 2 Tighten the jack screw to hold the SMB in place 3 Attach the cables to the following external connectors Comm In DB9 and Line Internal Modem or Comm Out DB...

Страница 55: ...dem To remove the internal modem proceed as follows 1 Remove the SMB following the procedures earlier in this chapter 2 Disconnect the following cables Ribbon cable connecting the modem to the SMB Pho...

Страница 56: ...disables the Comm Out port making an external modem inoperative To connect an external modem proceed as follows 1 Connect the external modem including the phone line following the instructions in the...

Страница 57: ...Events SMB POST Events Chassis Events Each of the following tables shows the mnemonic event message the event code in decimal the event code in hexidecimal and a brief description of the meaning of th...

Страница 58: ...A2 Power supply fault detected PWR_SUPP_FAULT_CLR 163 A3 Power supply fault cleared SYSTEM_VOL_OK 164 A4 System voltage OK SYSTEM_VOL_OUT 165 A5 System voltage out of tolerance AC_VOL_LOST 166 A6 AC...

Страница 59: ...ation area corrupted I2C_NO_BUFFER 301 012D Out of free buffer in BCL memory pool BAD_I2C_STATE 303 012F Bad I2C state SIO_NO_BUFFER 305 0131 Out of free buffer in BCL memory pool FLASH_TASK_TMO 313 0...

Страница 60: ...0 019A No modem present NO_DIALTONE_ERR 411 019B No dial tone NO_ANSWER_ERR 412 019C No answer NO_CARRIER_ERR 413 019D No carrier BUSY_ERR 414 019E Phone line is busy DUART_INT_EN_ERR 417 01A1 Enable...

Страница 61: ...l Event Code Hexidecimal Description LED_REG_WR_ERR 493 01ED LED register WR RD error MEM_PAGE_REG_WR_ERR 494 01EE Memory page WR RD error RAM_TEST_ERR 495 01EF RAM test error CHAN_A_BUS_TEST_ERR 496...

Страница 62: ...ROC_6_MISSING 525 020D Processor 6 missing PROC_7_MISSING 526 020E Processor 7 missing PROC_8_MISSING 527 020F Processor 8 missing BATTERY_CHARGER_FAIL 640 0280 Internal battery charger failed BATTERY...

Страница 63: ...R_INT_MEM 718 02CE Read error on Int I2C Memory Reg I2C_RDERR_INT_4GBM 719 02CF Read error on Int I2C 4GB Memory Reg I2C_RDERR_INT_TERM1 720 02D0 Read error on Int I2C Term Mod 1 Reg I2C_RDERR_INT_TER...

Страница 64: ...H_PWR3_REMOVED 832 0340 Chassis power supply 3 removed CH_PWR1_FLT_CLR 833 0341 Chassis power supply 1 fault cleared CH_PWR2_FLT_CLR 834 0342 Chassis power supply 2 fault cleared CH_PWR3_FLT_CLR 835 0...

Страница 65: ...FAN_11_OK 860 035C Chassis fan 11 OK CHASS_FAN_12_OK 861 035D Chassis fan 12 OK THERMAL_NORMAL 870 0366 Chassis temperature normal CHASSIS_NORMAL 873 0369 Chassis normal CHASSIS_PWR_OFF 874 036A Chass...

Страница 66: ...Chassis Events A 10 SMB Event Code Tables...

Страница 67: ...ify that the power cord is connected to the server and the wall outlet Verify that the SMB is plugged in securely Verify that there is power to the server Verify that all power supplies are plugged in...

Страница 68: ...nplug the SMB and verify that the modem power cord is connected between the modem and the power connecter on the SMB Verify the phone lines Verify that the modem initialization string contains valid m...

Страница 69: ...ak signal Services Troubleshooting Procedure Same as above Enable console logging as described in the section titled SMB Modem Transport Logging Cannot Log In To SMB Out of band Possible Causes Bad in...

Страница 70: ...hooting Procedure Enable console logging as described in the section titled SMB Modem Transport Logging SMB Cannot Dial Out Possible Causes Phone line busy Phone line not connected Outbound functions...

Страница 71: ...ee SMB Cannot Dial Out User Troubleshooting Procedure See SMB Cannot Dial Out Services Troubleshooting Procedure See SMB Cannot Dial Out SMB Dialing Out Console Notification Fails Possible Causes Cons...

Страница 72: ...MB Dialing Out Pager Notification Fails Possible Causes Invalid paging service phone number for numeric paging Pause period too short Invalid IXO paging service phone number Invalid IXO pager ID Inval...

Страница 73: ...Verify correct LANDesk console transport icon is selected while executing Configure Rebuild Server List Select Microsoft Windows Network icon to discover Windows NT servers and select UNIX Hosts icon...

Страница 74: ...processes are running examine the UNIX Server Manager log file var ldsm log sm_log_mmddyy to determine the reason for the failure The process id for each ldsm agent created is logged in an INFO entry...

Страница 75: ...rvices processes are running for the LANDesk Server component See information in Could Not Auto discover Server Under LANDesk Services Troubleshooting Procedure Same as above Check UNIX Server Manager...

Страница 76: ...ing using ps p smm_proxy_pid mm dd yy hh mm ss mmm pid 660300501 smm c pStart INFO 0 sm_thread_or_fork new process created smm_proxy_pid Check for log entries with pid field equal to the smm_proxy_pid...

Страница 77: ...alog Services Troubleshooting Procedure Telnet to the server and check its utilization ping the server to check the response time Historian Graphs Do Not Display Possible Causes Historian process have...

Страница 78: ...for POLL marked 4 preceeds MsgSysRegister log for POLL marked 5 Check for other logs indicating problems with these process ids in the pid field follows time 09 27 96 08 14 21 980 4238 660300501 phsta...

Страница 79: ...y as described above If the DMI Service Layer daemon cannot be restarted successfully the smidmi package may need to be updated Once the DMI Service Layer daemon appears to be functioning issue the co...

Страница 80: ...Handler error has occurred User Troubleshooting Procedure Perform user troubleshooting procedure as described in SMB Parameters Do Not Display In band Inspect the SMB Indication Handler log for possi...

Страница 81: ...removing it from the SMB outbound destination list The complete set of parameters relevant to each outbound destination are as follows Parameter Description Outbound Enabled Determines if this configu...

Страница 82: ...cking the SMB Modem Transport and selecting Configure Communications If the connection is successful one of the following occurs If the destination is a Server Manager console a pop up dialog box cont...

Страница 83: ...efinition LogFile The file name where log messages will be written To skip logging to a file leave this key blank LogFileBak When a log file reaches the maximum size or when logging is started the pre...

Страница 84: ...rd 001 SMB Status Change Server Management Board SMB Watchdog On Windows NT SMB Indication Handler logging is enabled and configured by entries in the SMBIH INI file located in the Windows NT director...

Страница 85: ...es the comm port and makes it unavailable for other applications Verify that the comm port has correct default configuration parameters On NT load control panel click on Ports and verify that the conf...

Страница 86: ...nDesk Console running right click on the SMB Modem Transport select Configure Communications and then press the Modem button Verify that the Initialization string is correct It should initialize the m...

Страница 87: ...ch agent listed in the SM Registry file sm_agent_registry where an entry defines the agent s startup function name and shared library name The DMI Proxy Agent has an executable smdmipsl which becomes...

Страница 88: ...ftware problems detected by the agents are logged INFO entries are also logged during LANDesk termination The following is the format used for log entries MM DD YY HH MM SS mmm pid E_tag module functi...

Страница 89: ...condition ALERT Messages Alert messages which are sent to the LANDesk ALRT agent are logged into the UNIX User System Log The format of the entry is the NCR Error Log standard with a Server Manager sp...

Страница 90: ...omponent ID Alert E_tag 66mmaaahh the unique alert tag identifying source of alert and alert type if available 66 subsystem id for Server Management mm module id See the Module ID section Identifies t...

Страница 91: ...Configuration alrt c 8 Intel Alerter module all smbih modules 9 SMB Indication Handler module smm c smm_port c 10 SMM Proxy msgsys c 11 Intel Message System smcp c 12 Intel Console Proxy ntsp c 13 NT...

Страница 92: ...HH_SMBIH 7 SMB Indication Handler software HH_SMB_ALERT 8 SMB Alert Proxy software Alerting subcomponent ID 90 hh 99 SubcompID Constant Name hh ID Subcomponent Description HH_SMC_INTERIM_ALRT 98 Intel...

Страница 93: ...s Depending on whether Server Manager Module or Server Monitor Board is installed on your system determines the number of ldsm processes that should be running at all times on your system The table be...

Страница 94: ...al problems the following two maps are also useful Message System problems sm_map_MSGSYS UNIX Port semaphore handle problems sm_map_PORT_SHM0 Registry Data var ldsm reg var ldsm reg SmmProxy The SMM P...

Страница 95: ...t provide a stack trace or the core file to development System Tunables IPC Sem ID ldsm uses IPC semaphores for synchronization The current setting of the system tunables for IPC variables SEM are hel...

Страница 96: ...LANDesk UNIX Server Troubleshooting B 30 Troubleshooting...

Страница 97: ...rection 2 24 idle 2 24 pass thru 2 24 connection type 2 24 console main screen 2 1 cooling device status change event 2 26 E event actions 2 30 broadcast messages 2 28 Internet e mail 2 28 message box...

Страница 98: ...ing the SMB in a rack mount unit 3 3 M memory array error event 2 27 modem external 1 1 internal 1 1 modem cables 3 5 modem dial prefix 2 18 modem init string 2 18 modem reset 2 20 O operating system...

Страница 99: ...flash 2 21 SMB firmware image name 2 21 SMB flash area write limit exceeded event 2 26 SMB Modem Transport 2 5 SMB requested node reboot event 2 26 SMB requested node shutdown event 2 26 SMB reset 2...

Страница 100: ...Index Index 4 WorldMark 4300 Server Management Product Manual...

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