Product Support Notice

Transcription

1 PSN # PSN027012u Product Support Notice 2015 Avaya Inc. All Rights Reserved. Avaya Proprietary Use pursuant to the terms of your signed agreement or company policy. Original publication date: 11-Feb-15. This is Issue #5, published date: Severity/risk level Medium Urgency Optional 13-Mar-17. Name of problem PSN027012u Possible Dell R610 and R620 Server Reset/Hang Products affected Common Server R1 (Dell R610) Common Server R2 (Dell R620) Problem description NOTE: This PSN pertains only to those servers that are part of the common server program. Not all Avaya products sold with Dell R610 or Dell R620 servers are part of the Common Server program. Avaya support personnel can help determine if your server is vulnerable to the issues described in this PSN. There have been some reports from the field where Dell R610 and R620 Servers hang or reset. Some resets can be traced to specific hardware issues. However, there are cases where no underlying hardware issue can be identified. In these cases, an idrac/bmc communications failure has been identified and contributes to the hung server or reset condition experienced on these servers. The issue is a transient problem with the BMC not responding to monitoring requests from the idrac and/or OS. Resolution Based on recommendations from Dell Support, perform a graceful shutdown of the server and remove the power cords. This is applicable for both Dell R610 and Dell R620 servers. If the Dell R620 firmware is on an older release, after the graceful power down/removal of power procedure, update the firmware to the latest Avaya certified firmware. Server Shutdown/Removal of Power Procedure (service affecting) Please be aware that if the customer is on System Platform , this should not be done until they upgrade to per PSN027004u. It is always best practice to perform a complete backup of the system before any firmware or hardware maintenance. There are two ways to gracefully shutdown the server. 1) Login to the CDOM Webconsole. Navigate to Server Management Server Reboot/Shutdown. Select Shutdown Server. You will be prompted to acknowledge the following message by selecting OK This will shutdown all virtual machines and the server will be powered down. Are you really sure? Note that the server will shutdown but the Webconsole will not provide an update as the system will have shutdown. 2) An alternative to shutting down the server is to login to domain-0, su to root and execute halt. You can confirm the server is shutdown by pinging the IP address of domain-0. There should be no reply. Once you have confirmed that the server is powered off, remove the power cord(s) for at least 1 minute. Make sure to remove both power cords simultaneously if the server has dual power supplies. While power is completely removed, hold the power button in for 15 seconds. By pressing and holding the power button while all power is removed, you ensure that the system circuits are fully draining. This procedure makes sure all power supply capacitors are drained and therefore all voltages are near zero. This process will result in a reset of the idrac/bmc.

2 Firmware Verification & Update Procedures for Dell R620 (service affecting) Firmware Verification these steps are not service affecting and can be executed while the applications are running. Firmware can also be verified with the verification step listed after the firmware upgrade instructions, but that requires accessing the lifecycle controller and is service affecting. Verify what firmware is currently installed. If the following firmware is installed, then an update can be performed. BIOS idrac LCC RAID (Minimum version) Broadcom Firmware Network minimum If the following firmware is installed, then the system is current: BIOS idrac LCC RAID (Minimum version) Broadcom Firmware Network minimum To determine the firmware versions: 1. Login to dom0 on System Platform and become root. 2. Execute the following command: omreport system version Verify the versions for BIOS, idrac7, Lifecycle Controller 2 & RAID. Example output for older firmware: [root@server-dom0 ]# omreport system version Version Report Main System Chassis Name : BIOS Version : Name : idrac7 Version : Name : Lifecycle Controller 2 Version : Software Name : CentOS Version : release 5.8 (Final) Kernel AV2.el5xen (x86_64) Name : Dell Server Administrator Version : Storage Controller Firmware Name : PERC H710 Mini Version : Example output for latest firmware: [root@620server ~]# omreport system version Version Report Main System Chassis Name : BIOS Version : Avaya Inc. All Rights Reserved. Page 2

3 Name : idrac7 Version : (Build 4) Name : Lifecycle Controller 2 Version : Software Name : CentOS Version : release 5.8 (Final) Kernel AV2.el5xen (x86_64) Name : Dell Server Administrator Version : Storage Controller Firmware Name : PERC H710 Mini Version : You can verify the Broadcom Ethernet driver firmware by running the following command as root on dom0: ethtool -i eth0 Example output for older firmware: root@server-dom0 ~]# ethtool -i eth0 driver: tg3 version: 3.122g firmware-version: FFV7.4.8 bc 5720-v1.30 bus-info: 0000:01:00.0 Example output for latest firmware: root@620server ~]# ethtool -i eth0 driver: tg3 version: 3.122g firmware-version: FFV bc 5720-v1.32 bus-info: 0000:01:00.0 To Update the Firmware The Dell R620 Firmware update DVD is to be burned from the ISO file available from plds.avaya.com via PLDS Download ID: CMCS Download the Dell R620 FW ISO v16.0 to your PC and burn the image to a DVD. Ensure that the checksum of the downloaded image matches what is posted on PLDS. Burning the ISO as an image will create a bootable DVD disc. Read through all steps below before inserting and running the Dell R620 firmware update disc that you have created. It is always best practice to perform a complete backup of the system before any firmware or hardware maintenance. Firmware Update Procedures The following procedures describe how to load AVAYA approved firmware onto an AVAYA Dell R620 PowerEdge Server. The tool will not install firmware updates if the installed firmware matches the firmware on the disc. Server firmware will be updated or back-reved to match the versions that are on the disc. An additional method to check firmware versions on an R620 server is listed at the end of this document. Depending on the server s physical components and current firmware versions this procedure may take up to 30 minutes to complete. 1. A Monitor and USB keyboard must be attached to the server to perform this procedure. 2. Reboot or power up server and insert disc. The following screens will appear when the tool starts to load Avaya Inc. All Rights Reserved. Page 3

4 Firmware Update Disc is loading Dell Toolkit. IDRAC7 will update first. Update tool will run specific AVAYA updates for Dell R620 PowerEdge Server Avaya Inc. All Rights Reserved. Page 4

5 (Broadcom Ethernet Devices updating) Broadcom Ethernet Device Update may display a null error for eth1, eth3 and eth5. Update occurs but states there is an update failure. Updates do successfully install. A verification step at the end of this document allows for confirmation. Same version updates will not apply as shown above Avaya Inc. All Rights Reserved. Page 5

6 Not all packages will run because of diverse AVAYA common server configurations. BIOS update runs last. The Ethernet update shows as failed to apply, but this is a known bug. Update did apply Avaya Inc. All Rights Reserved. Page 6

7 Update finished. Press Enter to reboot and remove disc. After reboot system may automatically enter the lifecycle controller to finalize firmware install. After reboot, a BIOS configuration screen may appear to finalize firmware packages. A possible autoreboot may occur to recalibrate thermal parameters Avaya Inc. All Rights Reserved. Page 7

8 Verification You can verify the firmware versions via the instructions given earlier in the PSN, or you can run the following steps. These steps require a monitor, USB keyboard and a mouse. Gracefully reboot the server. During first Hardware boot screen select F10 for Lifecycle controller. Then select Firmware Update/View Current Versions. Verify Versions: BIOS = 2.2.2, Broadcom Gigabit Ethernet = , Integrated Remote Access Controller(IDRAC) = , Lifecycle Controller = , RAID (PERC H710 Mini) = Select Exit in upper right corner to reboot server. If a firmware package did not install, execute the power down/removal of power cord process again. Then power-up the server and repeat the firmware update process. Workaround or alternative remediation Remarks Issue #2 clarified resolution was recommended by Dell Support. Issue #3 adds steps for upgrading the firmware Issue #4 adds step in power down/removal of power Issue #5 clarified which servers are potentially affected Patch Notes The information in this section concerns the patch, if any, recommended in the Resolution above Avaya Inc. All Rights Reserved. Page 8

9 Backup before applying the patch Download Patch install instructions Verification Failure Patch uninstall instructions Service-interrupting? Yes Security Notes The information in this section concerns the security risk, if any, represented by the topic of this PSN. Security risks Avaya Security Vulnerability Classification Mitigation For additional support, contact your Authorized Service Provider. Depending on your coverage entitlements, additional support may incur charges. Support is provided per your warranty or service contract terms unless otherwise specified. Avaya Support Contact Telephone U.S. Remote Technical Services Enterprise U.S. Remote Technical Services Small Medium Enterprise U.S. Remote Technical Services BusinessPartners for Enterprise Product BusinessPartners for Small Medium Product Please contact your distributor. Canada Caribbean and Latin America Europe, Middle East, and Africa Asia Pacific Disclaimer: ALL INFORMATION IS BELIEVED TO BE CORRECT AT THE TIME OF PUBLICATION AND IS PROVIDED AS IS. AVAYA INC., ON BEHALF OF ITSELF AND ITS SUBSIDIARIES AND AFFILIATES (HEREINAFTER COLLECTIVELY REFERRED TO AS AVAYA ), DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE AND FURTHERMORE, AVAYA MAKES NO REPRESENTATIONS OR WARRANTIES THAT THE STEPS RECOMMENDED WILL ELIMINATE SECURITY OR VIRUS THREATS TO CUSTOMERS SYSTEMS. IN NO EVENT SHALL AVAYA BE LIABLE FOR ANY DAMAGES WHATSOEVER ARISING OUT OF OR IN CONNECTION WITH THE INFORMATION OR RECOMMENDED ACTIONS PROVIDED HEREIN, INCLUDING DIRECT, INDIRECT, CONSEQUENTIAL DAMAGES, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF AVAYA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE INFORMATION PROVIDED HERE DOES NOT AFFECT THE SUPPORT AGREEMENTS IN PLACE FOR AVAYA PRODUCTS. SUPPORT FOR AVAYA PRODUCTS CONTINUES TO BE EXECUTED AS PER EXISTING AGREEMENTS WITH AVAYA. All trademarks identified by or TM are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners Avaya Inc. All Rights Reserved. Page 9