Chapter 13 - Troubleshooting and Support
Spectra Logic Technical Support
Traceroute
You can use the traceroute command, if it is available, or something similar, to not only
verify connectivity to a remote network node, but to track the responses from intermediate
nodes as well. The traceroute command sends a UDP packet to a port that is likely to not be
used on a remote node with a TTL of 1. After the packet reaches the intermediate router, the
TTL is decremented, and the ICMP time-exceeded message is sent back to the originating
node, which increments the TTL to 2, and the process repeats. After the UDP packet reaches
a destination host, an ICMP port-unreachable message is sent back to the sender. This action
provides the sender with information about all intermediate routers on the way to the
destination.
For example, for a BlackPearl system at IP address 192.168.2.10, the output of the command
shown below,
traceroute 192.168.2.10
shows a numbered list indicating the number of hops encountered when tracing the packet
from the switch to the BlackPearl system.
S
PECTRA
L
OGIC
T
ECHNICAL
S
UPPORT
Spectra Logic Technical Support provides a worldwide service and maintenance structure.
Before Contacting Support
If you have a problem with your BlackPearl system, use the information in this section to
attempt to resolve the problem.
System Messages
If you are encountering problems, review any System Messages that were posted (see
) and take any action described in the message(s).
Product Support
The Spectra Logic Technical Support portal at
provides information about the most current version of the
BlackPearl software, and additional service and support tools. After logging into the
support portal, check the options under the
Support by Product
and
Knowledge Base
tabs for
additional troubleshooting information.
Contact Support
If the problem persists, open a support ticket (see
below).
November 2020
User Guide-BlackPearl Converged Storage System
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