EMC VNX Series. Problem Resolution Roadmap for VNX with ESRS for VNX and Connect Home. Version VNX1, VNX2 P/N REV. 03

Transcription

1 EMC VNX Series Version VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home P/N REV. 03

2 Copyright EMC Corporation. All rights reserved. Pblished in USA. Pblished Jly, 2014 EMC believes the information in this pblication is accrate as of its pblication date. The information is sbject to change withot notice. The information in this pblication is provided as is. EMC Corporation makes no representations or warranties of any kind with respect to the information in this pblication, and specifically disclaims implied warranties of merchantability or fitness for a particlar prpose. Use, copying, and distribtion of any EMC software described in this pblication reqires an applicable software license. EMC², EMC, and the EMC logo are registered trademarks or trademarks of EMC Corporation in the United States and other contries. All other trademarks sed herein are the property of their respective owners. For the most p-to-date reglatory docment for yor prodct line, go to EMC Online Spport ( EMC Corporation Hopkinton, Massachsetts In North America VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home

3 CONTENTS Preface 5 Chapter 1 Introdction 7 Reading specific VNX docmentation... 8 Chapter 2 Configring 9 VNX for file/nified installations...10 VNX for block installations VNX for block and legacy systems, and VNX for file/nified systems...12 VNX gateway installations Chapter 3 Reporting 15 Contact information Details abot a problem that exists Details abot a new problem...16 VNX for block configration information VNX for file configration information...17 Diagnostics on yor system...19 VNX for file problem information...19 Atomatically collect and transfer logs...19 Configration file Enable Atomatic Log Transfer from Unisphere Rn Log Collection from the CLI Disable Atomatic Collection and Transfer tool Use CLI options to perform script operations Chapter 4 Trobleshooting 25 EMC E-Lab Interoperability Navigator...26 Reporting a problem...26 Error messages for Atomatic Collection and Transfer tool...26 EMC Training and Professional Services Index 29 VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home 3

4 CONTENTS 4 VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home

5 Preface As part of an effort to improve and enhance the performance and capabilities of its prodct lines, EMC periodically releases revisions of its hardware and software. Therefore, some fnctions described in this docment may not be spported by all versions of the software or hardware crrently in se. For the most p-to-date information on prodct featres, refer to yor prodct release notes. If a prodct does not fnction properly or does not fnction as described in this docment, please contact yor EMC representative. Special notice conventions sed in this docment EMC ses the following conventions for special notices: DANGER Indicates a hazardos sitation which, if not avoided, will reslt in death or serios injry. WARNING Indicates a hazardos sitation which, if not avoided, cold reslt in death or serios injry. CAUTION Indicates a hazardos sitation which, if not avoided, cold reslt in minor or moderate injry. NOTICE Addresses practices not related to personal injry. Presents information that is important, bt not hazard-related. Where to get help EMC spport, prodct, and licensing information can be obtained as follows: Prodct information For docmentation, release notes, software pdates, or for information abot EMC prodcts, licensing, and service, go to EMC Online Spport (registration reqired) at Trobleshooting Go to EMC Online Spport at After logging in, locate the applicable Spport by Prodct page. Technical spport For technical spport and service reqests, go to EMC Cstomer Service on EMC Online Spport at After logging in, locate the applicable Spport by Prodct page, and choose either Live Chat or Create a service reqest. To open a service reqest throgh EMC Online Spport, yo mst have a valid spport agreement. Contact yor EMC sales representative for details abot obtaining a valid spport agreement or with qestions abot yor accont. VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home 5

6 Preface Do not reqest a specific spport representative nless one has already been assigned to yor particlar system problem. Yor comments Yor sggestions will help s contine to improve the accracy, organization, and overall qality of the ser pblications. Please send yor opinion of this docment to: techpbcomments@emc.com 6 VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home

7 CHAPTER 1 Introdction This docment is pertinent to VNX systems rnning the following software: VNX operating environment (OE) for file versions 7.1 and 8.x VNX OE for block versions 5.32 and 5.33 Exceptions are noted where applicable. To help resolve any technical problems yo might enconter while sing the EMC VNX, EMC recommends the problem resoltion roadmap described in this docment. The roadmap identifies how to resolve a problem sing the VNX docmentation. The roadmap describes what needs to be configred to provide remote connectivity to EMC Cstomer Service or a third party service provider. It also describes how to docment and report the problem for optimal reslts if there is a need to contact EMC Cstomer Service or a thirdparty service provider for assistance. Topic inclded is: Reading specific VNX docmentation... 8 Introdction 7

8 Introdction Reading specific VNX docmentation To resolve noncritical technical problems (those that do not prohibit prodction), the following EMC VNX related docmentation is recommended: For critical problems that prohibit prodction, contact EMC Cstomer Service immediately. Release notes Release notes contain information on new featres, system reqirements, and precations related to VNX software installations or pgrades. It also has a list of crrent isses. A copy of the release note is inclded in the VNX prodct kit and is also available on EMC Online Spport. EMC Online Spport The complete set of EMC VNX cstomer pblications is available on the EMC Online Spport website at After logging in, locate the applicable Spport by Prodct page and the link for the specific prodct technical docmentation reqired. For a problem involving one of the following GUI-based VNX management applications, the online help of the application has additional gidance: EMC Unisphere Unisphere Service Manager VNX Installation Utility VNX Installation Assistant for File/Unified Data Mover User Management tools: VNX AntiVirs Management Data Mover Secrity Settings Home Directory Management UNIX Property Page Extensions in Active Directory Users and Compters UNIX User Attribtes Migration Tool UNIX User Management 8 VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home

9 CHAPTER 2 Configring Remote connectivity mst be configred to contact EMC Cstomer Service or a third-party service provider for problem resoltion assistance. This chapter identifies the software and related docmentation to se to configre remote connectivity based on the type of system: VNX for file/nified installations...10 VNX for block installations VNX for block and legacy systems, and VNX for file/nified systems...12 VNX gateway installations Configring 9

10 Configring VNX for file/nified installations For VNX for file/nified installations, yo can configre remote connectivity sing one of the following methods to contact EMC Cstomer Service or a third-party service provider for problem resoltion assistance. EMC Secre Remote Spport (ESRS embedded device client on control station, for VNX Operating Environment (OE) for File version x or later) FTP Monitoring Station HTTPS (ESRS IP Client on a monitor station) ESRS (embedded device client on control station) is the preferred remote connectivity and callhome agent for VNX for file/nified systems with VNX OE for File version x or later. ESRS IP Client on a monitor station is another remote connectivity and callhome agent that can be sed for VNX for file/nified systems (see VNX for block and legacy systems, and VNX for file/nified systems on page 12 for more information). Althogh remote connectivity sing a dial-p modem is spported, it is not recommended and its setp reqires a RPQ process. ESRS embedded device client on control station For a VNX for file/nified system, the control station generates ConnectHome notifications for the associated system (control station and SPs). The ESRS embedded device client software allows yo to send ConnectHome notifications to yor service provider. This software also provides a path for yor service provider to se to secrely connect to yor specified VNX for file/nified system throgh the associated control station. The , FTP, Monitoring Station HTTPS, and Modem options are disabled when yo select ESRS (embedded device client on control station) option as the primary transport mechanism. In this case the ESRS embedded device client on control station commnication infrastrctre is sed as the transport mechanism. For fresh installations, or pgrades to VNX OE for File version x or later, ESRS is inclded in the VNX OE for File. When yo provision ESRS embedded device client on control station featre, yo shold select ESRS as yor primary ConnectHome transport mechanism. For more information abot fresh installations, see the VNX Installation Assistant online help. For more information abot managing ESRS embedded device client on control station and managing Connect Home, see the Unisphere online help. Configre remote connectivity sing the ESRS embedded device client on control station To configre remote connectivity throgh the ESRS embedded device client on control station, se one of the following scenarios: 1. For a fresh installation, se the information in the installation gide applicable to yor platform to physically connect to yor network. Each installation gide also directs yo to proceed with the VNX Installation Assistant software. This software can be downloaded from the EMC spport website at Locate the Download page and the link to download the respective software. The VNX Installation Assistant software directs yo to configre the ESRS embedded device client on control station and to configre ConnectHome. 2. Upgrade the VNX OE for File to version x or later, which incldes the ESRS embedded device client on control station software. Use Unisphere to configre remote access to the VNX for file/nified system. Refer to the Unisphere online help and the EMC Secre Remote Spport for VNX docment for more information. Use 10 VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home

11 Configring Unisphere to manage ConnectHome, which is sed to configre ESRS, , FTP, Monitoring Station HTTPS, and modem for remote access. Yo can also se the VNX for file CLI for this prpose. Unisphere's online help also refers to the Configring Events and Notifications on VNX for File technical modle for more information. To provision or re-provision the ESRS embedded device client on control station featre in Unisphere, yo mst be logged in to the control station as User root and Scope Local. VNX for block installations For VNX for block installations, yo can configre the callhome agent sing one of the following methods to contact EMC Cstomer Service or a third-party service provider for problem resoltion assistance. EMC Secre Remote Spport (ESRS embedded device client on storage processor, for VNX Operating Environment (OE) for block versions 5.32 that are later than and versions 5.33 that are later than ) ESRS (embedded device client on storage processor) is the preferred remote connectivity and callhome agent for VNX for block systems with VNX OE for block versions 5.32 that are later than and versions 5.33 that are later than The ESRS IP Client on a monitor station is another remote connectivity and callhome agent that can be sed for VNX for block systems (see VNX for block and legacy systems, and VNX for file/nified systems on page 12 for more information). ESRS embedded device client on storage processor For a VNX for block system, the storage processors generate ConnectEMC notifications for the associated system. The ESRS embedded device client software allows yo to send ConnectEMC notifications to yor service provider. This software also provides a path for yor service provider to se to secrely connect to yor specified VNX for block system throgh the associated storage processors. The option can only be sed as a secondary transport mechanism when the ESRS (embedded device client on storage processor) option is selected as the primary transport mechanism. In this case the ESRS embedded device client on storage processor commnication infrastrctre is sed as the transport mechanism. For fresh installations, or pgrades to VNX OE for block versions 5.32 that are later than and versions 5.33 that are later than , ESRS is inclded in the VNX OE for block. When yo provision the ESRS embedded device client on storage processor featre, ESRS is atomatically selected as yor primary ConnectEMC transport mechanism. No other action is reqired. For more information abot managing ESRS embedded device client on storage processor and managing ConnectEMC, see the Unisphere online help. Configre remote connectivity sing the ESRS embedded device client on storage processor To configre remote connectivity throgh the ESRS embedded device client on storage processor, se one of the following scenarios: 1. For a fresh installation, se the information in the installation gide applicable to yor VNX platform to physically connect to yor network and se Unisphere to provision the featre. Yo can also se the VNX for block CLI to provision the featre. VNX for block installations 11

12 Configring When yo provision the ESRS embedded device client on storage processor featre, ESRS is atomatically selected as yor primary ConnectEMC transport mechanism. No other action is reqired, however if necessary, yo can se Unisphere to manage ConnectEMC, which is sed to configre ESRS and transport protocols. Refer to the Unisphere online help and the EMC Secre Remote Spport for VNX docment for more information. 2. Upgrade the VNX OE for block to a version of 5.32 that is later than or a version of 5.33 that is later than , which inclde the ESRS embedded device client on storage processor software. Use Unisphere to provision the featre. Yo can also se the VNX for block CLI to provision the featre. When the ESRS embedded device client on storage processor is provisioned, ESRS is atomatically selected as the primary remote connectivity and callhome agent. No other action is reqired, however if necessary, yo can se Unisphere to manage ConnectEMC, which is sed to configre ESRS and transport protocols. Refer to the Unisphere online help and the EMC Secre Remote Spport for VNX docment for more information. To provision or re-provision the ESRS embedded device client on storage processor featre in Unisphere, yo mst be logged in as Administrator. VNX for block and legacy systems, and VNX for file/nified systems For VNX for block and legacy CLARiiON systems, yo can configre remote connectivity to contact EMC Cstomer Service or a third-party service provider for problem resoltion assistance sing the EMC Secre Remote Spport (ESRS) IP Client for VNX commnication infrastrctre. ESRS IP Client for VNX can also be sed as the remote connectivity and callhome agent for VNX for file/nified systems. ESRS embedded device client on storage processor is the preferred remote connectivity and callhome agent for VNX for block systems rnning OE for block version or later. ESRS IP Client for VNX is the preferred remote connectivity and callhome agent for VNX for block systems rnning OE for block versions earlier than ESRS IP Client for VNX When yo install the ESRS IP Client for VNX software on a monitor station, it monitors the operation of VNX for block and legacy CLARiiON systems yo specify for error events and atomatically notifies yor service provider of error events. It also provides a path for yor service provider to se to secrely connect to yor monitored VNX for block and legacy block systems. For a VNX for file/nified system, the control station generates ConnectHome notifications for the associated system (control station and SPs). When yo install the ESRS IP Client for VNX software, it allows yo to specify control stations that can connect to the monitor station and send ConnectHome notifications to yor service provider. This software also provides a path for yor service provider to se to secrely connect to yor specified VNX for file/nified system throgh the associated control station. When yo install the ESRS IP Client for VNX software, the ConnectHome information on the specified control stations is atomatically configred. The ESRS (embedded device client on control station for VNX OE for file version x or later), , FTP, and Modem 12 VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home

13 Configring options are disabled when the Monitoring Station HTTPS option is enabled. In this case the ESRS IP Client for VNX commnication infrastrctre is sed as the transport mechanism. Dring installation of the ESRS IP Client for VNX software, yo also provide the necessary information for a contact person at yor company who can answer technical qestions and provide stats information. For more information abot ESRS IP Client for VNX, see EMC Secre Remote Spport for VNX. Configre remote connectivity for VNX for block sing ESRS IP Client To configre remote connectivity for VNX for block, se the following seqence and resorces: 1. Use the information in the installation gide applicable to yor system to physically connect yor VNX for block system to yor network. Each of the VNX installation gides also directs yo to proceed with the Unisphere Installation Utility software and ESRS IP Client for VNX software. This software can be downloaded from the EMC spport website at Locate the Download page and the link to download the respective software. For similar information abot legacy systems, refer to the CLARiiON Interactive Installation Gide CD. The ESRS IP Client for VNX software on the EMC spport website spersedes and shold be sed instead of the ESRS IP Client for CLARiiON software on the CLARiiON Interactive Installation Gide CD. 2. Use the Unisphere Initialization Utility software and online help to register VNX for block components, sch as HBAs, and assign IP addresses to the storage processors, and to attach hosts. For similar information abot legacy systems, refer to the CLARiiON Interactive Installation Gide CD. 3. Use the EMC Secre Remote Spport for VNX docment to install the ESRS IP Client for VNX software on a monitor station. This docment describes the ESRS IP Client for VNX. It also describes the regtool CLI tility and how to se it. 4. Use the ESRS IP Client for VNX software and online help to configre remote access to both VNX for block and legacy systems by means of the monitor station. Configring home to contact EMC Cstomer Service or a third-party service provider withot sing the ESRS IP Client for VNX commnication infrastrctre reqires service involvement. Remote connectivity sing a dial-p modem is not recommended and its setp reqires a RPQ process. Remote connectivity sing FTP is not spported on VNX for block or legacy systems. EMC recommends sing the ESRS commnication infrastrctre that can be atomatically installed on the monitor station. Configre remote connectivity for file/nified systems sing the ESRS IP Client for VNX To configre remote connectivity throgh the ESRS IP Client for VNX on a monitor station for VNX for file/nified systems, se the following seqence and resorces: 1. Use the information in the installation gide applicable to yor platform to physically connect to yor network. Each installation gide also directs yo to proceed with the VNX Installation Assistant software and ESRS IP Client for VNX software. This software can be downloaded from the EMC spport website at Locate the Download page and the link to download the respective software. 2. The VNX Installation Assistant software directs yo to install and configre the ESRS. Use the EMC Secre Remote Spport for VNX docment to install the ESRS IP Client for VNX for block and legacy systems, and VNX for file/nified systems 13

14 Configring VNX gateway installations VNX software on a monitor station. This docment describes the ESRS IP Client for VNX. 3. Use the ESRS IP Client for VNX software and online help to configre remote access to the file systems by means of the monitor station. 4. Use Unisphere's online help to manage ConnectHome, which is sed to configre ESRS, , FTP, Monitoring Station HTTPS, and modem for remote access. Yo can also se the VNX for file CLI for this prpose. Unisphere's online help also refers to the Configring Events and Notifications on VNX for File technical modle for more information. Only trained EMC or EMC partner personnel shold install and configre a VNX gateway system configration. This incldes the setp of remote connectivity to contact EMC Cstomer Service or a third-party service provider for problem resoltion assistance. ESRS embedded device client on control station (inclded with OE for file version x or later) and ESRS IP Gateway 2.0 or later (version 2.22 as a minimm is reqired for later model VNX gateway systems) is spported as a remote connectivity and callhome soltion for a VG2/VG8 gateway configration; ESRS Gateway 1.x is not spported. For additional information on ESRS IP Gateway, go to the EMC Online Spport website (Spport.EMC.com) 14 VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home

15 CHAPTER 3 Reporting To help expedite a problem resoltion when yo contact EMC Cstomer Service, spport representative, or third-party service provider, be prepared to provide the following information: Contact information...16 Details abot a problem that exists Details abot a new problem...16 VNX for block configration information VNX for file configration information...17 Diagnostics on yor system...19 VNX for file problem information...19 Reporting 15

16 Reporting Contact information Yo need to provide the following contact information: Yor company name Yor name Yor telephone nmber and address Site ID nmber Details abot a problem that exists Details abot a new problem Contact person at yor company for technical qestions and stats information (name, telephone nmber, and address) Spply the existing case ID (if known). Have yo searched the EMC knowledge base for the exact error yo are receiving on the system? Before searching the knowledge base, rn nas_checkp on the VNX for File system to help find a resoltion faster. Do yo have an internal reference nmber for this problem that yo want EMC to associate with it in EMC's tracking system? Has the system ever worked, or is this a new installation? Conditions nder which the software worked properly. Is this the first time yo are sing this featre? Is this the first time the problem has occrred sing this featre? If this problem occrred before, how long has it been between occrrences? And what were the circmstances? Were any changes made to the VNX or environment (inclding SAN, storage, or LAN) jst before the problem occrred? What has been done already to trobleshoot the problem? Provide any reslts from tests. What error messages or problem symptoms is the system displaying? Provide any corresponding nmbers (codes) and complete text of any messages (for example, Windows NT Event Viewer alerts) that appeared when the problem occrred that can help dplicate a complete view of the system environment. Is the problem known to be related to a particlar VNX featre, fnction, or system component? Does the VNX have prodction data on it? A detailed description of the exact events leading p to the problem. (When did yo detect the software was not working correctly? Was this related to any specific events at the time?) 16 VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home

17 Reporting Are yo able to reprodce the problem? Fnctions of the software yo are rnning. How many sers have the problem, and are they all part of the same network grop? What is the crrent deployed configration of the VNX architectre? VNX for file configration information on page 17 describes the system configration information EMC needs to expedite VNX for file problem resoltion and provides the command or location for obtaining this information. VNX for block configration information on page 17 describes the system configration information EMC needs to expedite VNX for block problem resoltion and provides the command or location for obtaining this information. Provide general storage environment information. VNX for file configration information on page 17 describes the information EMC needs to expedite problem resoltion and provides the command or location for obtaining this information. Collect spport information and logs. Problem information on page 19 provides details on collecting spport and log information. VNX System Operations provides information abot VNX system logs. VNX for block configration information VNX for block storage environment information on page 17 lists the VNX for block configration information EMC needs to expedite problem resoltion and provides the command or location for obtaining this information. Table 1 VNX for block storage environment information Storage environment information VNX for block prodct ID, serial nmber, and VNX operating environment software version Location or command From Unisphere, click the System List tab. For more detailed information, click the icon for the system and then click Properties. From naviseccli, type: getall [-host] VNX for file configration information VNX for file storage environment information on page 17 lists the VNX for file configration information EMC needs to expedite problem resoltion and provides the command or location for obtaining this information. Table 2 VNX for file storage environment information Storage environment information VNX ID, serial nmber, and VNX for file> code software version Location or command From Unisphere, click the System List tab. VNX for file code software version From the CLI, type: nas_version -l VNX for block configration information 17

18 Reporting Table 2 VNX for file storage environment information (contined) Storage environment information Location or command And then type: server_version ALL From Unisphere, select the system and then select System > Hardware > Data Movers. Select the name of the Data Mover and click Properties. The version of the Data Mover appears in the Version field. Backend storage Visally inspect the VNX cabinet to determine if the VNX for file is configred with a VNX for block or is attached to an EMC Symmetrix or VNX for block disk array. File-sharing protocol (NFS, CIFS, or mltiprotocol) Type of SAN fabric components and connectivity Type of LAN infrastrctre components and connectivity Provide the following information, as applicable to the problem: External Usermapper release level For Windows Usermapper hosts, se this command syntax: srmap_svc -s -H <srmap_home_dir> -c srmap.cfg -v where: <srmap_home_dir> = the directory where Usermapper files reside. For Linx or Solaris Usermapper hosts, type: srmap_control -v Internal Usermapper release level MMC snap-in release levels VNX tools (EMC tilities) release levels Client OS release level Display the VNX for file software version on the Control Station by typing: nas_version -l or server_version -ALL Start > Programs > Celerra Tools > Abot Celerra CIFS Management in the Celerra MMC software on yor management PC. View the Readme text on the Control Station for the tools, or rn the tool and check the otpt text. On a UNIX machine, type: name -a To view the service pack information, from a Windows system, select Start > Rn, and then rn Winver. 18 VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home

19 Reporting Table 2 VNX for file storage environment information (contined) Storage environment information Client application and release level Tnable parameters Location or command For Windows applications, the release level is generally available from the Help > Abot featre. For Data Mover parameters, se this command syntax: cat /nas/server/slot_<x>/param where: <x> = the Data Mover nmber. For global VNX for file parameters, type: cat /nas/site/slot_param Diagnostics on yor system To access wizards that perform diagnostics on a selected VNX for block or nified system, se the Diagnostics tab in Unisphere Service Manager (USM). Yor system type will determine which, if any diagnostic wizards are available to yo. If yo do not see the Diagnostics tab, then yor crrent system does not spport this featre. To collect logs on a VNX for block or nified system, access yor system sing USM and select Diagnostics > Captre Diagnostics Data. This action lanches the SP Collect Captre wizard, which will initiate the SP Collect process for each storage processor of the selected system and the log process on the Control Station. The reslt of both processes is zipped into a single zip file that is stored on the Windows workstation from where the USM collection was rn. VNX for file problem information For problems with Unisphere or the VNX for file, EMC recommends that before contacting the service provider or EMC for help, yo shold rn log collection promptly. The sooner the collection script is rn, the more likely that command otpt, logs, and dmp files that can help correct the problem can be collected. The tasks for collecting problem information are: Enable Atomatic Log Transfer from Unisphere on page 21 Rn Log Collection from the CLI on page 21 Atomatically collect and transfer logs Use CLI options to perform script operations on page 22 details the command options available to perform script operations for VNX for file. The Atomatic Collection and Transfer tool aids in trobleshooting and resolving system errors and other problems with a VNX for file that is configred to isse a call home. When VNX for file services are rnning, the collection script rns atomatically in the backgrond on the Control Station. It collects and saves command otpt, logs, and Diagnostics on yor system 19

20 Reporting dmp files related to events that prodce a CallHome. Examples of sch events inclde Data Mover panics and Replication session failres. If yo enable Atomatic Transfer, the Control Station atomatically transfers this information to a preconfigred FTP server when it is generated. As the script does not rn dring system installations and pgrades, it does not collect events that might occr dring those operations. The tool prodces zipped archive files of logs needed to analyze isses, and writes these files to /nas/var/emcspport. This tool also collects Data Mover panic dmps when they occr with spport materials. The Data Mover panic dmps are stored in the directory /nas/var/dmp. After collecting logs and files, if the transfer script is enabled, the tool atomatically transfers the collected data to EMC by sing the configred transport mode (sch as Monitoring Station HTTPS). By defalt, the transfer capability is disabled. A maximm of 460 MB is sed for archiving log collections and a maximm of two Data Mover panic dmps. If the logs and dmps specified in the configration file have reached the maximm, the tool deletes the oldest log to make room for new logs. However, the tool leaves old dmps in place, so those have to be manally deleted from the dmp directory. When the tool sccessflly transfers a Data Mover panic dmp to /nas/var/dmp, it atomatically clears the dmp partition. If two dmps already exist in the dmp area, the tool logs a message to sys_log, indicating that it cannot extract any frther dmps to /nas/var/dmp ntil nneeded dmps are manally deleted. The system logs contain entries each time a dmp is transferred by the configred transport mode to EMC Cstomer Service. If the tool is invoked manally, the command otpt and any other important messages are logged in /nas/log/sys_log. If the configration file has sed the entire serial nmber string to identify dmps, the location of the dmp transfer might be trncated in sys_log. If this occrs, even thogh the system log might not report the complete transfer location, the transfer is sccessfl, as recorded in the log. Administrator or root ser privileges are needed to invoke the Atomatic Collection and Transfer tool, which is rn from the command line interface (CLI). Yo also might be asked by an EMC Cstomer Spport Representative to rn the tool to diagnose and solve system problems. Configration file The first time the master script rns, it creates the configration file /nas/site/ atomaticcollection.cfg. This file contains lines that set varios parameters to manage the collection and transfer processes. For instance, it determines the location from which the files are transferred, and, in the case of FTP as the configred transport mode, it atomatically sets the sername and password for transfer files if the atomatic transfer capability is enabled. If the configration file is changed, the atomatic collection script does not re-create it. In this case, to retrn to the defalt configration file, rename or remove the edited configration file from the system. However, apart from disabling the tool or changing the part of the file related to the transport mode configration, EMC strongly recommends that yo se the defalt vales in this file. Otherwise, it is possible that the tool cold consme more Control Station resorces than are necessary. 20 VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home

21 Reporting The configration file manages the following information: Whether to disable the atomatic transfer capability. The nmber of dmps to retain in the /nas/var/dmp directory. The defalt is 2. Indicates the crrent version of the tool. The nmber of simltaneos transfers allowed from the Control Station. The defalt is 2. The host IP address or URL for the configred transport mode of files. For FTP as the configred transport mode, the sername and password of the administrator responsible for sing the tool to transfer the files manally. For FTP as the configred transport mode, the remote directory for the FTP of files. Enable Atomatic Log Transfer from Unisphere The Atomatic Log Transfer tool is a spport featre in VNX for file. Log Collection is enabled by defalt. The system atomatically collects and compresses logs and dmps when certain events are generated. Spport materials, logs, and dmps are saved locally on the Control Station. After collecting logs and files, yo can configre the system to atomatically transfer the collected data to EMC. The Atomatic Transfer option is disabled by defalt. When yo enable Atomatic Transfer, the system will atomatically transfer the spport materials collected both logs and dmps from the Control Station to a pre-configred transport mode, sch as FTP or Monitoring Station HTTPS. To enable atomatic transfer: Procedre 1. Select the system. Rn Log Collection from the CLI 2. Under Service Tasks, select Atomatic Log Transfer for File. 3. In the dialog box that appears, select Enable Atomatic Transfer and click Apply. Yo might be asked by an EMC Cstomer Spport Representative to rn the atomatic collection script on the Control Station. To rn the log collection script to create the spport materials file, perform the following: Procedre 1. Log in to the control station as nasadmin and then switch (s) to root. 2. To rn the script, type the complete path: Select /nas/tools/atomaticcollection -getlogs 3. The script compiles the VNX for file spport information into a compressed file and saves the file in the /nas/var/log directory. The file is given the name: spport_materials_<serial nmber>.<yymmdd_hhss>.zip where: <serial nmber> = the serial nmber of the VNX for file. <yymmdd_hhss> = the date and the time the script was rn. After yo finish After creating the spport materials file, contact the service provider or the EMC Cstomer Service Center for directions on how to deliver the file for analysis. Use CLI options to Enable Atomatic Log Transfer from Unisphere 21

22 Reporting perform script operations on page 22 describes how to se the CLI options to perform several script operations. Disable Atomatic Collection and Transfer tool To completely disable the Atomatic Collection and Transfer tool, type: $/nas/tools/atomaticcollection -disable -all An alternative method of disabling the entire tool is to edit the configration file /nas/ site/atomaticcollection.cfg sing a text editor sch as vi, and ncomment the line containing the word OFF. The following is an example of a configration file otpt: [nasadmin@blls-cs ~]$ cat /nas/site/atomaticcollection.cfg # This is the configration file for atomaticcollection. # Anything after the # character on that line is ignored. Blank # lines are also ignored. Whitespace at the begining and end of each # line is also ignored. # To get back to the defalt configration file, simply remove this # file (or rename it, of corse), and a new one will be created the # next time atomaticcollection rns. Yo may change this file if yo wish, # and if yo do so, atomaticcollection will not recreate it. # However, yo will not receive any pdates to this file shold yo # choose to pgrade yor control station software later. # Don't modify the following line nless instrcted by athorized # service personnel. # OFF # Crrent version nmber VERSION 2 # Uncomment the following line to disable the transfer featre. # Disable # Uncomment the following line to control the nmber of copies of # panic dmps yo wold like to keep in /nas/var/dmp directory. # We strongly sggest to keep the defalt vale. The defalt is 2. # MaxCopyDmp 2 # Uncomment the following line to control the nmber of simltaneos # transfer yo will allow from the Control Station. The defalt is # 2, and it shold not go any lower. # MaxTransfer 2 # The following configrations are sed by the transfer process. # Please do not modify these nless instrcted by athorized service # personnel. host ftp.emc.com ser anonymos pass APM @emc.com # Modify the following line to specify the remote directory where # the materials shold be stored. The defalt is on the FTP server # /incoming/apm directory. remote_directory /incoming/apm Use CLI options to perform script operations This section describes the available options, regardless of whether yo invoke them yorself or at the reqest of EMC Cstomer Service. Yo mst have administrator privileges to se this tool. Conseqently, be sre to log in to the Control Station as nasadmin before sing this tool. Command options To display a list of Atomatic Collection and Transfer tool command options, type: $/nas/tools/atomaticcollection -help 22 VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home

23 Reporting Atomatic Collection and Transfer tool command options on page 23 lists the Atomatic Collection and Transfer tool s command options and descriptions. Table 3 Atomatic Collection and Transfer tool command options Option -help -getlogs -filename <filename> -retrievedmp -slot -local -transferlogs -config -disable -enable -info Description Displays the complete list of options. Rns the collection script which, when complete, cases the logs to be transferred if the transfer script is enabled. Incldes additional information, sch as the case nmber, in the filename. Extracts the most recent dmp and then rns the transfer script for dmps if the transfer script is enabled. Indicates the nmber of the slot from which to retrieve the dmp. Writes the dmp to a local directory. Rns the transfer script for logs. The script reviews timestamps on all collected logs in /nas/var/log and then transfers the most recent set of logs in this partition. Displays the crrent configration. Trns off the transfer script. Trns on the transfer script. Checks the state of the transfer script. User examples The following examples describe the fnctions yo are most likely to perform with the Atomatic Collection and Transfer tool: To enable atomatic transfer of file logs and dmps to EMC Cstomer Service, at the command prompt, type: $/nas/tools/atomaticcollection -enable To disable atomatic transfer of log files and dmps if they have been previosly enabled, at the command prompt, type: $/nas/tools/atomaticcollection -disable To completely trn off the Atomatic Collection and Transfer tool, at the command prompt, type: $/nas/tools/atomaticcollection -disable -all EMC Cstomer Service and spport provider examples The following examples describe the fnctions yo might perform if asked to do so by EMC Cstomer Service or an athorized spport provider: To rn the collection script for logs, at the command prompt, type: $/nas/tools/atomaticcollection -getlogs To rn the transfer script for dmps, at the command prompt, type: $/nas/tools/atomaticcollection -retrievedmp -slot <slot ID> To rn the transfer script for logs, at the command prompt, type: $/nas/tools/atomaticcollection -transferlogs Use CLI options to perform script operations 23

24 Reporting To display the crrent configration, at the command prompt, type: $/nas/tools/atomaticcollection -config To check the state of the transfer script, at the command prompt, type: $/nas/tools/atomaticcollection -info 24 VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home

25 CHAPTER 4 Trobleshooting As part of an effort to continosly improve and enhance the performance and capabilities of its prodct lines, EMC periodically releases new versions of its hardware and software. Therefore, some fnctions described in this docment may not be spported by all versions of the software or hardware crrently in se. For the most p-todate information on prodct featres, refer to yor prodct release notes. If a prodct does not fnction properly or does not fnction as described in this docment, please contact yor EMC Cstomer Spport Representative. Topics inclded are: EMC E-Lab Interoperability Navigator...26 Reporting a problem...26 Error messages for Atomatic Collection and Transfer tool...26 EMC Training and Professional Services Trobleshooting 25

26 Trobleshooting EMC E-Lab Interoperability Navigator Reporting a problem The EMC E-Lab Interoperability Navigator is a searchable, web-based application that provides access to EMC interoperability spport matrices. It is available on EMC Online Spport at After logging in, in the right pane nder Prodct and Spport Tools, click E-Lab Navigator. A problem reported to EMC is directed to an EMC Cstomer Spport Representative who contacts the local (regional) EMC spport team and arranges for onsite spport, if necessary. The EMC Cstomer Service Center contines to work on the problem and provides periodic stats pdates throgh the local EMC spport team while it resolves the problem. Send additional problem information To send additional case-related information to EMC Cstomer Service after the initial problem report, se: Contact EMC Cstomer Service for the address of the spport representative assigned to the case. FTP Use FTP to send large amonts of data, sch as system log files, to EMC for analysis. Using FTP, either psh files ot of the system to a destination, sch as EMC, or place the files in a local system directory where they can be plled in by the destination server. Please contact EMC Cstomer Service to discss file transfer arrangements. Inclde the problem case ID and the name of the spport representative assigned to the specific case in correspondence. Collect spport information and logs to help correct the problem. Problem information on page 19 provides details on collecting spport and log information. To receive additional stats pdates or to frther escalate a problem, contact yor local (regional) EMC Cstomer Service manager. Error messages for Atomatic Collection and Transfer tool For VNX for file, all new event, alert, and stats messages provide detailed information and recommended actions to help yo trobleshoot the sitation. To view message details, se any of the following methods: Unisphere software: Right-click an event, alert, or stats message and select to view Event Details, Alert Details, or Stats Details. VNX CLI for file: Use the nas_message -info <message_id> command to retrieve the detailed information for a particlar error. Celerra Network Server Error Messages Gide Use this gide to locate information abot messages that are in the earlier-release message format. EMC Online Spport website: 26 VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home

27 Trobleshooting Use the text from the error message s brief description or the message s ID to search the Knowledgebase on the EMC Online Spport website. After logging in to Spport.EMC.com, go to Spport. EMC Training and Professional Services EMC Cstomer Edcation corses help yo learn how EMC storage prodcts work together within yor environment to maximize yor entire infrastrctre investment. EMC Cstomer Edcation featres online and hands-on training in state-of-the-art labs conveniently located throghot the world. EMC cstomer training corses are developed and delivered by EMC experts. Go to EMC Online Spport at for corse and registration information. EMC Professional Services can help yo implement yor system efficiently. Consltants evalate yor bsiness, IT processes, and technology, and recommend ways that yo can leverage yor information for the most benefit. From bsiness plan to implementation, yo get the experience and expertise that yo need withot straining yor IT staff or hiring and training new personnel. Contact yor EMC Cstomer Spport Representative for more information. EMC Training and Professional Services 27

28 Trobleshooting 28 VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home

29 INDEX A Atomatic Collection and Transfer tool command examples 23 command options 22 configring 20 described 19 disabling 22 problem reporting 19 rnning from CLI 22 ser command examples 23 C Captre Diagnostics Data 19 Cstomer Service FTP 26 problem reporting information 15 sending 26 D diagnostics, rnning on USM 19 E contact EMC 26 EMC Cstomer Service FTP 26 problem reporting information 15 sending 26 EMC E-Lab Navigator 26 ESRS IP Client sending error events to EMC Cstomer Service 12 F FTP sending files to EMC Cstomer Service 26 L log files atomatic collection and transfer 19 problem reporting 19 N noncritical problem resoltion 8 P problem reporting atomatic collection and transfer of logs 19 collecting log files 19 providing contact information 16 sending additional information 26 problem resoltion for noncritical problems 8 Release s 8 R release notes resolve problems 8 remote connectivity for VG10/VG50 gateway installations 14 for VG2/VG8 gateway installations 14 for VNX for block and legacy systems 12 rnning diagnostics 19 S sending additional problem information ing 26 FTP 26 name of spport representative and case ID 26 problem case ID 26 storage environment information problem reporting 16 VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home 29

30 Index 30 VNX1, VNX2 Problem Resoltion Roadmap for VNX with ESRS for VNX and Connect Home