Symantec NetBackup 5030 Appliance Hardware Troubleshooting and Parts Replacement Guide

Transcription

1 Symantec NetBackup 5030 Appliance Hardware Troubleshooting and Parts Replacement Guide

2 The software described in this book is furnished under a license agreement and may be used only in accordance with the terms of the agreement. Documentation version: Legal Notice Copyright 2013 Symantec Corporation. All rights reserved. Symantec, the Symantec Logo, the Checkmark Logo and NetBackup are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners. This Symantec product may contain third party software for which Symantec is required to provide attribution to the third party ( Third Party Programs ). Some of the Third Party Programs are available under open source or free software licenses. The License Agreement accompanying the Software does not alter any rights or obligations you may have under those open source or free software licenses. Please see the Third Party Legal Notice Appendix to this Documentation or TPIP ReadMe File accompanying this Symantec product for more information on the Third Party Programs. The product described in this document is distributed under licenses restricting its use, copying, distribution, and decompilation/reverse 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" AND ALL EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT, ARE DISCLAIMED, EXCEPT TO THE EXTENT THAT SUCH DISCLAIMERS ARE HELD TO BE LEGALLY INVALID. SYMANTEC CORPORATION SHALL NOT BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES IN CONNECTION WITH THE FURNISHING, PERFORMANCE, OR USE OF THIS DOCUMENTATION. THE INFORMATION CONTAINED IN THIS DOCUMENTATION IS SUBJECT TO CHANGE WITHOUT NOTICE. The Licensed Software and Documentation are deemed to be commercial computer software as defined in FAR and subject to restricted rights as defined in FAR Section "Commercial Computer Software - Restricted Rights" and DFARS , "Rights in Commercial Computer Software or Commercial Computer Software Documentation", as applicable, and any successor regulations. Any use, modification, reproduction release, performance, display or disclosure of the Licensed Software and Documentation by the U.S. Government shall be solely in accordance with the terms of this Agreement.

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4 Technical Support Contacting Technical Support Symantec Technical Support maintains support centers globally. Technical Support s primary role is to respond to specific queries about product features and functionality. The Technical Support group also creates content for our online Knowledge Base. The Technical Support group works collaboratively with the other functional areas within Symantec to answer your questions in a timely fashion. For example, the Technical Support group works with Product Engineering and Symantec Security Response to provide alerting services and virus definition updates. Symantec s support offerings include the following: A range of support options that give you the flexibility to select the right amount of service for any size organization Telephone and/or Web-based support that provides rapid response and up-to-the-minute information 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 Management Services For information about Symantec s support offerings, you can visit our website at the following URL: All support services will be delivered in accordance with your support agreement and the then-current enterprise technical support policy. Customers with a current support agreement may access Technical Support information at the following URL: Before contacting Technical Support, make sure you have satisfied the system requirements that are listed in your product documentation. Also, you should be at the computer on which the problem occurred, in case it is necessary to replicate the problem. When you contact Technical Support, please have the following information available: Product release level

5 Hardware information Available memory, disk space, and NIC information Operating system Version and patch level Network topology Licensing and registration Customer service Router, gateway, and IP address information Problem description: Error messages and log files Troubleshooting that was performed before contacting Symantec Recent software configuration changes and network changes If your Symantec product requires registration or a license key, access our technical support Web page at the following URL: Customer service information is available at the following URL: Customer Service is available to assist with non-technical questions, such as the following types of issues: Questions regarding product licensing or serialization Product registration updates, such as address or name changes General product information (features, language availability, local dealers) Latest information about product updates and upgrades Information about upgrade assurance and support contracts Information about the Symantec Buying Programs Advice about Symantec's technical support options Nontechnical presales questions Issues that are related to CD-ROMs, DVDs, or manuals

6 Support agreement resources If you want to contact Symantec regarding an existing support agreement, please contact the support agreement administration team for your region as follows: Asia-Pacific and Japan Europe, Middle-East, and Africa North America and Latin America

7 Contents Technical Support... 4 Chapter 1 Introduction... 9 Hardware documents... 9 Software documents Chapter 2 Quick Reference About these quick references Replacing customer replaceable appliance components Replacing customer replaceable Symantec Storage Shelf components Chapter 3 Understanding the NetBackup Appliance NetBackup 5030 appliance specifications Physical dimensions Environmental General specifications About the appliance bezel About the appliance front panel About NetBackup 5030 drive slots About drive slot LEDs About the hardware control panel About the NetBackup 5030 Appliance rear panel About the cables About rack mounting About the hot-swappable customer-replaceable units (CRUs) Chapter 4 Understanding the Symantec Storage Shelf About the Symantec Storage Shelf Storage shelf specifications About the storage shelf front panel About the storage shelf rear panel... 29

8 8 Contents Chapter 5 Understanding the LED status indicators About the appliance control panel About the LEDs on the appliance disk drives About the LED on the appliance power supply About the LEDs for the appliance 1Gb connectors About the LEDs on the appliance FC HBA About the appliance RAID SAS card About the LEDs on the Symantec Storage Shelf About the Symantec Storage Shelf I/O module LEDs About the Symantec Storage Shelf power supply LED Chapter 6 Troubleshooting scenarios About troubleshooting NetBackup appliance hardware Starting an appliance that does not turn on Troubleshooting an amber drive status LED on the appliance Troubleshooting a system drive that the management software does not identify Troubleshooting appliance power supply problems Troubleshooting system-induced shutdown Troubleshooting system status LED issues Troubleshooting the system status LED faults Chapter 7 Removing and replacing appliance hardware Removing and replacing the chassis bezel Removing and replacing hot-swappable hard disk drives in Appliances Removing and replacing the power supplies Chapter 8 Replacing Symantec Storage Shelf hardware About Symantec Storage Shelf replaceable hardware Removing and replacing disk drives Replacing a power supply Replacing an I/O module Index... 67

9 Chapter 1 Introduction This chapter includes the following topics: Hardware documents Software documents Hardware documents The documents that are listed in the following table are specific to the NetBackup 5030 and 5230 Appliances and the Symantec Storage Shelf. These documents address hardware-related issues and provide software and interface information where they are applicable. For information about configuring the software, refer to the NetBackup deduplication software documentation. Document Description Symantec NetBackup 5030 Appliance Product Description Symantec NetBackup 5230 Appliance Product Description This document describes all aspects of the NetBackup 5030 Appliance and the Symantec Storage Shelf including safety, compliance, and environmental information. This document describes all aspects of the NetBackup 5230 Appliance and the Symantec Storage Shelf including safety, compliance, and environmental information Symantec NetBackup 5030 Appliance Hardware Installation Guide This document provides the information necessary to install the NetBackup 5030 Appliance. After the NetBackup 5030 Appliance is validated, you can integrate the appliance into your network.

10 10 Introduction Software documents Document Symantec NetBackup 5230 Appliance Hardware Installation Guide Symantec NetBackup 5030 and 5230 Appliance Safety and Maintenance Guide Description This document provides the information necessary to install the NetBackup 5230 Appliances. After the NetBackup 5230 Appliance is validated, you can integrate the appliance into your network. This document provides detailed safety information, guidelines for routine monitoring, and physical maintenance for NetBackup 5030 and 5230 Appliances. Updated customer documentation is located at the following: For NetBackup 5030: For NetBackup 5230: Software documents Symantec NetBackup appliance software is installed on the NetBackup Appliance. The appliance software monitors the hardware in the appliance. The data is collected and maintained on the Appliance Web Console. You can access the Appliance Web Console using the fully qualified host name or the IP address that is associated with appliance. For information about setting up and using the NetBackup system, refer to your Symantec NetBackup Appliance administrator guide. Document Symantec NetBackup Appliance Administrator's Guide Release 1.4.x Symantec NetBackup Appliance Administrator's Guide Release 2.5 Description This document is for the system administrator. It provides information about the NetBackup Appliance software that is installed on the NetBackup 5030 Appliance. The document describes how to access and use the appliance software. This document is for the system administrator. It provides information about the NetBackup Appliance software that is installed on NetBackup 5230 Appliances. The document describes how to access and use the appliance software.

11 Introduction Software documents 11 Document Symantec NetBackup Appliance Administrator's Guide Release 2.6 Description This document is for the system administrator. It provides information about the NetBackup Appliance software that is installed on NetBackup 5230 Appliances and NetBackup 5400 media server compute nodes. The document describes how to access and use the appliance software. Symantec NetBackup Appliance 1.4.x Release Notes This document lists important new information for this specific release of the software. Symantec NetBackup Appliance 2.5 Release Notes Symantec NetBackup Appliance 2.6 Release Notes This document lists important new information for this specific release of the software. This document lists important new information for this specific release of the software.

12 12 Introduction Software documents

13 Chapter 2 Quick Reference This chapter includes the following topics: About these quick references Replacing customer replaceable appliance components Replacing customer replaceable Symantec Storage Shelf components About these quick references These quick references provide links to information about troubleshooting and component replacement that appear elsewhere in this document. Replacing customer replaceable appliance components This section provides links to information in this document that describes how to remove and replace customer replaceable components in NetBackup appliance servers. Use authorized replacement parts from Symantec only. If the component that you replace does not resolve the problem, contact Symantec Technical Support for assistance. If the problem does not involve any of the listed components, contact Symantec Technical Support for assistance. Table 2-1 Component Front bezel Quick links for appliance CRU components Link See Removing and replacing the chassis bezel on page 57.

14 14 Quick Reference Replacing customer replaceable Symantec Storage Shelf components Table 2-1 Component System disk drives Power supply Quick links for appliance CRU components (continued) Link See Removing and replacing hot-swappable hard disk drives in Appliances on page 58. See Removing and replacing the power supplies on page 60. Replacing customer replaceable Symantec Storage Shelf components This section provides links to information in this document that describes how to remove and replace customer replaceable components in Symantec Storage Shelf systems. Use authorized replacement parts from Symantec only. If the component that you replace does not resolve the problem, contact Symantec Technical Support for assistance. If the problem does not involve any of the listed components, contact Symantec Technical Support for assistance. Table 2-2 Component Disk drives Power supply I/O module Link See Removing and replacing disk drives on page 64. See Replacing a power supply on page 64. See Replacing an I/O module on page 65.

15 Chapter 3 Understanding the NetBackup Appliance This chapter includes the following topics: NetBackup 5030 appliance specifications About the appliance bezel About the appliance front panel About the NetBackup 5030 Appliance rear panel About the cables About rack mounting About the hot-swappable customer-replaceable units (CRUs) NetBackup 5030 appliance specifications This section provides specification information for the server in the NetBackup 5030 Appliance. Figure 3-1 shows the appliance.

16 16 Understanding the NetBackup Appliance NetBackup 5030 appliance specifications Figure 3-1 Physical dimensions 3.45 inches (87.60 mm) high inches (486 mm) wide inches (732.2 mm) deep 65 pounds (29.5 kg) - maximum chassis weight Note: Weight is without drives installed. Environmental Operating temperature: 50 F to 95 F (10 C to 35 C) with maximum rate of change not to exceed 10 C per hour Non-operating temperature: -40 F to 140 F(-40 C to 60 C) Operating humidity: 8% to 80% non-condensing Non-operating humidity: 90% 35 C Operating shock: Half sine, 2g peak, 11ms duration

17 Understanding the NetBackup Appliance About the appliance bezel 17 General specifications Non-operating shock: 10g amplitude, 11ms duration Altitude: 0 FT to 7000 FT (2100 m) or 0 FT to 10,000 FT (3000 less than 95 F (35 C) Two Intel Sandy Bridge processors 64 GB 1333Hz Two 1-TB system-disk drives (hot-swappable) One 1 Gb Ethernet ports (eth0) for administrative use Three 1 Gb Ethernet ports (eth1 thru eth3) for public use Two 10 Gb Ethernet ports (eth4 and eth5) IPMI interface support Three USB 2.0 connectors RJ-45 serial port A connector DB-15 video connector Two 750W hot-swappable power supplies Maintenance free battery unit (MFBU) About the appliance bezel Symantec provides a bezel that attaches to the front of NetBackup Appliances. The bezels are designed to maximize the air flow through the appliance. The bezel should be installed to enhance ventilation and to protect the disk drives. Figure 3-2 NetBackup Appliance front bezel example About the appliance front panel The front panel of the servers of NetBackup Appliances house drives and a control panel. This section describes the server front panel.

18 18 Understanding the NetBackup Appliance About the appliance front panel About NetBackup 5030 drive slots The NetBackup 5030 Appliance front panel contains 12 drive bays and a hardware control panel. Only two of the drive bays are used: Slot 0 and Slot 1 which are shown in Figure 3-3. The operating system that the appliance uses is installed on these drives. The drives are mirrored to provide high availability. Slots 2 through 11 are not used. Blank carriers are installed in the unused slots to maintain proper airflow within the chassis. The NetBackup 5030 uses the Symantec Storage Shelf to provide storage. Figure 3-3 NetBackup 5030 Appliance front panel with system disk drives About drive slot LEDs Both drives in the NetBackup 5030 Appliance are hot-swappable. However, at least one of the system drives (slots 0 and 1) must be in operation at all times. The appliance cannot function without an operating system. See Removing and replacing hot-swappable hard disk drives in Appliances on page 58. This section provides more information about hot-swapping disk drives in the appliance. Each drive slot has two LEDs. The LEDs are located on the edge of the drive facade to the left of the handle. Figure 3-4 shows the LEDs. The LEDs provide the following information: The top LED is solid green when power is supplied to the drive. This LED flashes green when the disk drive is active. The bottom LED is solid amber when a drive fault occurs. This LED is not lit when there are no disk drive faults. The bottom LED flashes amber during the following conditions: The drive is involved in a copyback operation. When an identify command is issued that allows the drive to be located. Warning: Removing the drive from the bay when it is not in a safe state can cause equipment damage, loss of data, and data corruption. The drive is in a safe state when the bottom LED is solid amber or the drive power and activity LED is off.

19 Understanding the NetBackup Appliance About the appliance front panel 19 Figure 3-4 Disk drive LEDs Note: LEDs are also present for the drive slots that do not contain disk drives. These LEDs have color but are not illuminated. About the hardware control panel The hardware control panel is located on the right-hand side of the front panel. It lets you monitor server activity at a glance and perform some tasks. Figure 3-5 shows the elements in the hardware control panel. Table 3-1 describes the elements in the hardware control panel. Figure 3-5 Appliance LED panel Table 3-1 Label Appliance LED panel Description AC power button with integrated LED Disk drive activity LED Appliance ID button with integrated LED Cold reset button NIC4 activity LED

20 20 Understanding the NetBackup Appliance About the NetBackup 5030 Appliance rear panel Table 3-1 Label Appliance LED panel (continued) Description NIC3 activity LED Not used NIC1 activity LED NIC2 activity LED Appliance status LED See About the appliance control panel on page 33. About the NetBackup 5030 Appliance rear panel The NetBackup 5030 Appliance rear panel provides access to the communication ports and the hot-swappable power supplies. How the appliance is provisioned and configured at the factory determines the number and type of communication ports available on an appliance. This section provides the information about the rear panel of different appliance configurations. NetBackup 5030 Appliances are shipped in either of two configurations: without Fibre Channel (FC) cards or with Fibre Channel cards. Both configurations contain a single RAID controller card that is installed in PCIe slot 1. The SAS ports on the RAID controller are used to connect to the Symantec Storage Shelf. The second NetBackup 5030 Appliance configuration also contains FC HBA cards that are installed in PCIe slots 2 and 5. You can use the FC HBA cards to connect to Fibre Transport data transfer clients or other devices. Figure 3-6 shows the rear panel of a NetBackup 5030 Appliance without FC HBA cards installed. Figure 3-7 shows the rear panel of a NetBackup 5030 Appliance with FC HBA cards installed. Table 3-2 identifies the ports that are shown in both figures.

21 Understanding the NetBackup Appliance About the NetBackup 5030 Appliance rear panel 21 Figure 3-6 NetBackup 5030 Appliance configuration 1 - without FC cards Figure 3-7 NetBackup 5030 Appliance configuration 2 - with two FC cards Table 3-2 Number Appliance rear panel ports Port 1Gb Ethernet (NICs 1-4 (eth0 to 3) from left to right) NIC 1 is used for administrative purposes only NIC 2, NIC 3, and 4 are used for public networks only Video Graphics Array (VGA) Serial port Three USB ports Administrative port Two 10Gb Ethernet ports Two SAS RAID controller ports Four Fibre Channel ports Other configurations or other cards in the PCIe slots of the NetBackup 5030 are not supported.

22 22 Understanding the NetBackup Appliance About the cables About the cables Country-specific AC power cords are shipped for each power supply that is installed in NetBackup hardware. Each storage shelf comes with two SAS cables to connect the shelf to the appliance. Symantec provides the SFP connectors for the systems that ship with FC HBA cards installed. Customers can order approved 10Gb E connectors separately. Only the connectors that Symantec provides should be used. In general, Symantec does not provide Ethernet or fibre cables. Note: For Beta, FC cables are provided to connect the media servers with the storage system when the components are preinstalled in a rack. The customer must provide any additional FC cables that are desired. About rack mounting Warning: NetBackup system components can weigh more than 68 lbs (30.84 kg). Lifting and moving these components can result in bodily injury. Use appropriate tools and technique when lifting and moving NetBackup system components. NetBackup Appliances and Symantec Storage Systems fit into a standard EIA-310D mounting rack. When appliances and storage systems are installed in the same rack, care must be taken regarding the weight differentials between the systems. Top-heavy installation can destabilize the rack causing it to fall. The rack is particularly vulnerable when a heavier system that is installed in a high slot is pulled out for maintenance or repair. Install the heaviest systems at the bottom of the rack. Always install Symantec Storage Systems at the bottom of the rack. Caution: To ensure rack stability, install the heaviest units at the bottom of the rack. Always install Symantec Storage Shelves first and start at the bottom of the rack. When maintenance requires sliding the unit forward on the rails, make sure that doing so does not destabilize the rack. NetBackup appliances and storage systems are shipped with rail kits to mount the units in a rack. These kits use a slide mechanism that lets you slide the system in and out of the rack when you work on the system. Refer to the rail mounting instructions that ship with the kit for information about mounting systems in a rack.

23 Understanding the NetBackup Appliance About the hot-swappable customer-replaceable units (CRUs) 23 Each left and right mounting rail for the Symantec Storage Shelf is shipped as a unit. The front and back of each rail slide apart a few inches to allow for precise fitting into the rack. About the hot-swappable customer-replaceable units (CRUs) This section lists the components that you can remove and replace while the appliance or the Symantec Storage Shelf is running. Before you remove a component from a system that is in operation, be sure that the system is in a state where it is safe to remove the component The system is designed to maximize cooling. Removing components while the system is in operation interrupts the air circulation and can lead to overheating. Slots for most hot-swappable components should not be left empty for more than three minutes. If the repair requires more than three minutes, enact approved measures for covering the slot or bring the system down. Table 3-3 lists the hot-swappable components. Warning: Ignoring these instructions can result in equipment damage or data loss and corruption. Table 3-3 Device Appliance Appliance Appliance NetBackup 5230 Appliance Appliance Symantec Storage Shelf Hot-swappable components Component Power supply canister #1. Power supply canister #2. Disk drives #0 and #1 (system drives). Disk drives #4 through #11 (data drives). AC power cord (One for each power supply). Bezel 16 disk drives (drive 16 is the hot spare). Location Rear panel, leftmost. Rear panel, next to power supply canister #1. Behind bezel. Behind bezel. Rear panel. Covers the front panel. Front panel.

24 24 Understanding the NetBackup Appliance About the hot-swappable customer-replaceable units (CRUs) Table 3-3 Hot-swappable components (continued) Device Symantec Storage Shelf Symantec Storage Shelf Symantec Storage Shelf Symantec Storage Shelf Component SAS cable to the appliance. Power supply #1. Power supply #2. AC power cord (qty 2). Location Rear panel top. Rear panel, bottom left. Rear panel, bottom right. Rear panel. Note/Conditions System power must be maintained. Do not remove both power supplies at the same time. In appliances, one system disk must operate at all times to ensure data integrity. Do not remove both system disk drives at the same time.

25 Chapter 4 Understanding the Symantec Storage Shelf This chapter includes the following topics: About the Symantec Storage Shelf Storage shelf specifications About the storage shelf front panel About the storage shelf rear panel About the Symantec Storage Shelf The Symantec Storage Shelf is a 3U, RAID-compatible, 16 drive expansion system. Symantec Storage Shelves are used to provide storage for NetBackup 5030 Appliances and can be used to provide additional storage for NetBackup 5230 Appliances. Storage shelves support the backup and RAID management functionality that is installed on the NetBackup appliance. They connect to the appliance through SAS technology. The storage shelf includes two power supplies and two I/O modules. The power supplies provide power and cooling for the unit. Load sharing is used during normal operations to provide power for the storage shelf. If one power supply fails, the other power supply automatically provides the load for the entire system until the failed unit is replaced. The I/O modules provide the SAS interface for the data. Load balancing is also used. If one module fails, NetBackup operations continue although performance can be affected during periods of high activity. One of the 16 drives in the storage shelf is held in reserve as a hot spare. If any drive in the storage shelf fails, the hot spare is activated to replace the failed drive.

26 26 Understanding the Symantec Storage Shelf Storage shelf specifications RAID parity information is used to reconstruct on the hot spare the data that is stored on the failed drive. Rebuilding the data on the hot spare can take several hours to complete. After the failed drive is replaced, copyback can be invoked to have the hot spare drive populate the new drive with the data. The hot spare drive is returned to the hot spare role. Storage shelf specifications This section provides general specifications for the Symantec Storage Shelf. Physical dimensions 3.5 (8.8 cm) height 17.6 in. (44.7 cm) width 22.1 in (56.1 cm) depth 58.4 lbs. ( kg) without drives installed 71.7 lbs (32.5 kg) with drives installed Power VAC auto-ranging Hz 580W Environmental Operating temperature: 50 F to 95 F (10 C to 35 C) with maximum rate of change not to exceed 10 C per hour Non-operating temperature: -40 F to 140 F (-40 C to 60 C) Operating humidity: 8% to 80% non-condensing Non-operating humidity: 90% 35 C Operating shock: Half sine, 2g peak, 11ms duration Non-operating shock: 10g amplitude, 11ms duration Altitude: 0 FT to 7000 FT (2100 m) or 0 FT to 10,000 FT (3000 less than 95 F (35 C) About the storage shelf front panel The Symantec Storage Shelf front panel exposes 16 drives slots. Each drive slot contains a drive bay, a drive release button, and two LEDs. The bay houses the

27 Understanding the Symantec Storage Shelf About the storage shelf front panel 27 drive module. The release button lets you remove the drive from the storage shelf. The LEDs provide status and activity information about the drive. In addition to the drive slots, the front panel exposes two sets of three LEDs embedded in the frame. These LEDs provide information about the overall storage system and about the system components. Figure 4-1 shows the front panel. Figure 4-2 identifies the LEDs embedded in the frame and the drive slots. Table 4-1 provides the information about the LEDs embedded in the frame. Table 4-2 provides the information about the drive slot LEDs. Figure 4-3 shows the drive slot numbers. Figure 4-1 Front panel Figure 4-2 Front panel LED detail

28 28 Understanding the Symantec Storage Shelf About the storage shelf front panel Table 4-1 Storage shelf front panel LEDs Number Element Off Steady Green Flashing Green Amber Red 1 Power LED System off Normal 2 Global enclosure status LED System off Normal Malfunction of one power supply Malfunction of both power supplies 3 Not used 7 First I/O module LED No activity Activity 8 Second I/O module LED No activity Activity 9 Heartbeat LED System off. Storage shelf has not established communication with the appliance. Normal. Indicates that a connection with the appliance is established. Blinks every four seconds when one I/O module is connected. Blinks every two seconds when both I/O modules are connected.** Table 4-2 Storage shelf drive elements on front panel Number Element Off Steady Green Steady Blue Flashing Blue Amber 4 Drive release button 5 Drive status LED Drive is present and configured Drive is not operating normally. Consult your data logs before proceeding. 6 Drive power/ activity LED No drive present Drive present Activity

29 Understanding the Symantec Storage Shelf About the storage shelf rear panel 29 Figure 4-3 Drive numbers Note: Slot 16 is the default location for the hot spare. About the storage shelf rear panel The Symantec Storage Shelf contains two I/O modules and two power supplies. The I/O modules make the storage capacity in the storage shelf available to the RAID controller in the NetBackup Appliance. This section provides the information about the I/O modules and power supplies. Figure 4-4 shows the storage shelf rear panel. The rear panel provides access to the I/O modules that connect the storage shelf to the NetBackup appliance and to the power supplies. This section provides the information about the rear panel of the storage shelf. Figure 4-4 Storage shelf rear panel The I/O modules include the SAS_In and the SAS_Out ports that are used to connect the storage shelf to the RAID system. The SAS_In port is used to connect the I/O module directly to the SAS port on the appliance.figure 4-5 shows the

30 30 Understanding the Symantec Storage Shelf About the storage shelf rear panel elements in a storage shelf I/O module. Table 4-3 provides the information about the elements available on the I/O module. Figure 4-5 Storage shelf I/O module Table 4-3 Storage shelf I/O module elements Number Element I/O port SAS_IN port LED SAS_IN port SAS_OUT port LED for SAS_OUT port Description Reserved for troubleshooting. Indicates the status of the SAS_IN port. Dark Link down Steady green Link up Flashing green Activity Connector for SAS input. Connector for SAS output. Indicates the status of the SAS_OUT port. Dark Link down Steady green Link up Flashing green Activity

31 Understanding the Symantec Storage Shelf About the storage shelf rear panel 31 Table 4-3 Storage shelf I/O module elements (continued) Number 6 Element I/O module status LED Description Indicates the I/O status for this module. Dark Off Steady green Ready Red Starting up Note: The first I/O module is ready a few seconds after the shelf is turned on. The second I/O module is ready a few seconds after the first. 7 Latch Secures the module in the storage shelf slot. The Symantec Storage Shelf has two power supplies with dual fans that are installed side-by-side in the rear panel. The power supplies use load balancing in providing power to the storage shelf during normal operation. If one power supply fails, the other automatically takes up the entire load. The Global Enclosure status LED on the front panel of the storage shelf when a power supply is not running. This LED remains amber until both power supplies are providing power to the storage shelf. Figure 4-6 shows the storage shelf power supply. Table 4-4 provides the information about the power supply LED states. Figure 4-6 Storage shelf power supply

32 32 Understanding the Symantec Storage Shelf About the storage shelf rear panel Table 4-4 Color Off Steady green Flashing green Red Power Supply LED (1) states State Power supply is not in operation. Power is on and the system is in operation. Power supply is OK but not in operation. Power supply has failed.

33 Chapter 5 Understanding the LED status indicators This chapter includes the following topics: About the appliance control panel About the LEDs on the appliance disk drives About the LED on the appliance power supply About the LEDs for the appliance 1Gb connectors About the LEDs on the appliance FC HBA About the appliance RAID SAS card About the LEDs on the Symantec Storage Shelf About the Symantec Storage Shelf I/O module LEDs About the Symantec Storage Shelf power supply LED About the appliance control panel This section provides information about the elements in the control panel that is located on the front of the appliance. Figure 5-1 shows the elements. Table 5-1 provides the information about the elements.

34 34 Understanding the LED status indicators About the appliance control panel Figure 5-1 Appliance control panel Table 5-1 Appliance control panel element descriptions Label Description AC power LED and button Disk drive activity LED System ID button with LED System cold reset button NIC4 activity LED NIC3 activity LED NMI button (recessed, tool required to use) NIC1 activity LED NIC2 activity LED Function This LED indicates whether the power is on to the appliance. Unit may be in standby mode. This LED indicates that there is current disk drive activity in the appliance. This LED identifies the appliance as having a faulty component. Restarts and re-initializes the system. This LED is on when the NIC4 port is connected to the network. The LED flashes when there is network activity. This LED is on when the NIC3 port is connected to the network. The LED flashes when there is network activity. This button triggers a nonmaskable interrupt. All server data is lost. This LED is on when the NIC1 port is connected to the network. The LED flashes when there is network activity. This LED is on when the NIC2 port is connected to the network. The LED flashes when there is network activity.

35 Understanding the LED status indicators About the appliance control panel 35 Table 5-1 Appliance control panel element descriptions (continued) Label 10 Description System status LED Function The System Status LED indicates the health of the Appliance. The LED is green when the unit does not report a problem. The LED is amber when the unit reports a problem. Table 5-2 provides additional information about the system status LED. Note: Whenever the system status LED indicates that appliance operations are not normal, access the Data Collect logs immediately to troubleshoot the problem. You can use the NetBackup Appliance Web Console to access the DataCollect logs. Table 5-2 System Status LED State Indications Color State Criticality Description Off System is off Not ready System is turned off (AC or DC). Green Constant on Ok Indicates that the System is running and its status is healthy. AC power is present and the system does not show any errors. Green 1-Hz blink Degraded - system operates in a degraded state although still functional, or system operates in a redundant state but with an impending failure warning Note: Access the Data Collect logs in the NetBackup Appliance Web Console to troubleshoot the problem. A redundancy component has failed and the system is in operation. Non-critical threshold crossed: Temperature (including HSBP temp) Voltage Input power to power supply Output current for main power rail from power supply Unable to use all of the installed memory (one or more DIMM has failed or is disabled but functional memory remains available) Battery failure. BMC activity. Disk drive marked offline during AC power cycle.

36 36 Understanding the LED status indicators About the LEDs on the appliance disk drives Table 5-2 System Status LED State Indications (continued) Color State Criticality Description Amber 1-Hz blink Non-fatal - System operates in a degraded state with an impending failure warning. Currently functioning. Note: Access the Data Collect logs in the NetBackup Appliance Web Console to troubleshoot the problem. Non-fatal alarm system is likely to fail. Critical threshold crossed: Voltage. Temperature (including HSBP temp). Input power to power supply. Output current for main power rail from power supply. Minimum number of fans to cool the system not present or failed. Disk drive fault. Not enough power supplies present. Threshold of correctable errors is crossed. In a non-sparing and a non-mirroring mode. Correctable memory error threshold has been reached for a failing DIMM. Amber Constant on Critical, non-recoverable System is halted Note: Access the Data Collect logs in the NetBackup Appliance Web Console to troubleshoot the problem. Fatal alarm system has failed or shutdown: Faulty mainboard. Faulty power. No good DIMM memory present. Faulty BMC. 240VAC fault. About the LEDs on the appliance disk drives Each of the two system hard disk drives is mounted to a drive drawer, allowing for hot swap extraction and insertion. Drive drawers have a latching mechanism that is used to extract and insert drives from the chassis, and to lock the drawer in place. The light pipes that are integrated into the drive drawer assembly redirect light that is emitted from drive connector LEDs on the backplane. This light appears on the drive drawer faceplate, making the LEDs visible from the front of the system.

37 Understanding the LED status indicators About the LED on the appliance power supply 37 LED color Amber Green Behavior Off Solid Blink LED stays on LED blinks off when it processes a command LED stays off LED blinks Condition No access and no fault Disk drive fault has occurred RAID rebuild in progress (1-Hz), Identify (2-Hz) Power is on with no drive activity Power is on with drive activity Power is on and the drive is spun down Power is on and the drive is spun up About the LED on the appliance power supply NetBackup Appliances are equipped with two power supplies to ensure high availability operation. During normal operation, load balancing is use to distribute power to the system. If a power supply fails, the system automatically shifts the entire load to the other power supply. When the failed power supply is replaced, the system automatically restores load balancing. Figure 5-2 shows the rear panels of power supplies that support different types of prongs. The power supplies support 120 VAC (A) or 240 VAC (B) environments. A single, bi-colored LED provides power supply status. A latch is use to secure and remove the power supply in the unit. Table 5-3 provides the information about the LED. Figure 5-2 Appliance power supply LEDs

38 38 Understanding the LED status indicators About the LEDs for the appliance 1Gb connectors Table 5-3 Color Green Off Green 1Hz Blink Amber Appliance power supply LED indications Indication Power is on and operating normally. No AC to all power supplies. AC present, only 12VSB on. Power supply off or in cold redundant state. Indicates that the current power supply has failed. The AC power cord may be unplugged or the AC is lost. The other power supply in the unit is on. Critical event causing a shutdown: failure, over-current protection (OCP), over voltage protection (OVP), over temperature protection (OTP), fan failure. Amber 1Hz blink Critical event warning; power supply continues to operate: high temperature, high power, high current, slow fan. About the LEDs for the appliance 1Gb connectors The NetBackup Appliance has four 1Gb Ethernet ports. Eth0 and Eth1 are reserved for administrative use only. Eth2 and Eth3 support the LAN and other public networks. Each network port has two LEDs as shown in Figure 5-3. These LEDs indicate the status and the transmission rate of the network connection as shown in Table 5-4. Figure 5-3 Appliance 1Gb connector LEDs Table 5-4 Appliance 1Gb connector LED indications LED location 1 State Off Solid amber Flashes amber Description No network connection Connected to network Transmit/receive activity

39 Understanding the LED status indicators About the LEDs on the appliance FC HBA 39 Table 5-4 Appliance 1Gb connector LED indications (continued) LED location 2 State Off Solid amber Solid green Description 10-Mbps connection (if left LED is on or blinks) 100-Mbps connection 1000-Mbps connection About the LEDs on the appliance FC HBA The NetBackup Appliance uses 8Gb FC HBA cards to provide FC ports for backups. Examples of the FC connectors that are used on the FC HBA cards are shown in Figure 5-4. Each FC port has an amber, green, and yellow LED. The LEDs are labeled 2, 4, and 8 to indicate the speed of transmission in Gb that the connection supports. Table 5-5 provides additional information about how the LEDs are used. Figure 5-4 FC HBA ports with LEDs Table 5-5 FC HBA LED indications 8/Yellow 4/Green 2/Amber Description Off Off Off Power is off. Off Off On/flashes Data is transferred at a rate of 2 Gbit/s. Off On/flashes Off Data is transferred at a rate of 4 Gbit/s. On/flashes Off Off Data is transferred at a rate of 8 Gbit/s. On On On Power is on (before firmware initialization).

40 40 Understanding the LED status indicators About the appliance RAID SAS card Table 5-5 FC HBA LED indications (continued) 8/Yellow 4/Green 2/Amber Description Flashes Flashes Flashes Power is on (after firmware initialization). Fibre Channel driver is not loaded. Connection is not complete. About the appliance RAID SAS card The RAID SAS card is factory installed in slot 1 in the PCIe riser section on the rear of the appliance. About the LEDs on the Symantec Storage Shelf This section provide information about the LEDs on the front panel of the Symantec Storage Shelf. Figure 5-5 shows the LEDs on the Symantec Storage Shelf. The LEDs that are located on the slots in the Symantec Storage Shelf are described in Table 5-6. The LEDs that are located on the frame on the front panel of the Symantec Storage Shelf are described in Table 5-7. Figure 5-5 Symantec Storage Shelf LEDs

41 Understanding the LED status indicators About the LEDs on the Symantec Storage Shelf 41 Table 5-6 Indications for drive slot LEDs on the Symantec Storage Shelf Number 4 5 LED name Disk status Power/Activity State Green: Operation normal Amber: Drive failure. Blinking amber: In copyback mode. Blue: Operation normal Table 5-7 Indications for LEDs in front panel of Symantec Storage Shelf Number LED name State Description 1 Power Not lit Off Solid green On 2 Global enclosure status Not lit Off Solid green On Amber Red One power supply offline Both power supplies offline 3 Reserved N/A N/A 6 I/O Module 1 activity Not lit No activity Flashes green Activity 7 I/O Module 2 activity Not lit No activity Flashes green Activity 8 Heartbeat Not lit System off Flashes green once every 4 seconds Flashes green once every 2 seconds If one I/O module is connected to an appliance If two I/O modules are connected to an appliance

42 42 Understanding the LED status indicators About the Symantec Storage Shelf I/O module LEDs About the Symantec Storage Shelf I/O module LEDs The Symantec Storage Shelf contains two I/O modules that are accessed from the rear panel of the device. The SAS IN ports on the rear panel of the storage shelf attach to the SAS RAID ports on the rear panel of the appliance. These ports are included on the RAID card in slot 1 of the left-most PCIe riser assembly. A single I/O module is shown in the figure; each storage shelf includes two such modules. Figure 5-6 shows LEDs that are available on the Symantec Storage Shelf. Table 5-8 provides a description of those LEDs. Figure 5-6 Symantec Storage Shelf I/O module LEDs Table 5-8 Symantec Storage Shelf I/O module LED indications LED name SAS IN port SAS OUT port State Solid green Flashes green Red Not lit RESERVED Description Link available Activity N/A No link available RESERVED

43 Understanding the LED status indicators About the Symantec Storage Shelf power supply LED 43 Table 5-8 Symantec Storage Shelf I/O module LED indications (continued) LED name I/O module State Solid green Flashes green Red Not lit Description Ready N/A Module failure. Also on for one minute when power applied to indicate that unit is starting up. Off Note: When the Symantec Storage Shelf starts up, the primary I/O module (on the left side of the rear panel) starts up first. The LED for the primary I/O module turns green when the module is ready. The secondary I/O module (on the right side of the rear panel) starts after the primary module is operational. About the Symantec Storage Shelf power supply LED The rear panel of the Symantec Storage Shelf contains two side-by-side power supplies. Each power supply includes two fans, a connector for an AC outlet, an on/off switch, and a status LED. Figure 5-7 shows the power supply LED on the Symantec Storage Shelf. Table 5-9 provides the information about the status states the LED indicates.

44 44 Understanding the LED status indicators About the Symantec Storage Shelf power supply LED Figure 5-7 Symantec Storage Shelf power supply LED Table 5-9 Color/state Not lit Solid green Flashes green Red Symantec Storage Shelf power supply LED states Indication Power is not detected. Power is OK. Power supply is OK but is unit is not turned on. Power supply has failed to turn on.

45 Chapter 6 Troubleshooting scenarios This chapter includes the following topics: About troubleshooting NetBackup appliance hardware Starting an appliance that does not turn on Troubleshooting an amber drive status LED on the appliance Troubleshooting a system drive that the management software does not identify Troubleshooting appliance power supply problems Troubleshooting system-induced shutdown Troubleshooting system status LED issues Troubleshooting the system status LED faults About troubleshooting NetBackup appliance hardware This section provides information about troubleshooting and fixing the problems that can occur in NetBackup appliance hardware that is deployed. The modular and redundant design allows many hardware problems to be easily isolated and repaired by replacing the faulty component. Minimum or no downtime is achieved. Some of the repairs that are described herein require opening a chassis. Be sure to take ESD precautions and use best safety practices. Caution: Only qualified Symantec personnel or an approved service provider are authorized to open a chassis.

46 46 Troubleshooting scenarios Starting an appliance that does not turn on Starting an appliance that does not turn on Check the AC power LED and the system status LED on the control panel. If the system status indicator is off, the system is not on. See About the appliance control panel on page 33. Check the two power supplies installed in the unit. Each power supply contains a single AC power socket and LED power indicator. See About the LED on the appliance power supply on page 37. Possible causes include the following: The AC power plug is not inserted properly. AC power is not supplied from the power connection. Appliance is not turned on. One of the two power supplies may be faulty. Perform these procedures to identify and correct the fault. To check the power supplies Connect the AC power cables for the unit to another external power source. To check the power plug and cable 1 Remove the power plug from the socket in the rear panel. 2 Reinsert the plug. Make sure that it fits correctly. 3 Check the status of the power on/alarm indicator on the control panel for the following: If the power on/alarm indicator flashes green, power to the unit is active. The fault is removed. If the power on/alarm indicator is amber, one of the two power supplies may be faulty. Power supply is blinking green indicates that the power supply is in standby mode. Press the power button and LED on the control panel on the front panel to turn on the unit. 4 If the power is still off, check the LEDs on the power supplies on the rear panel of the unit. Do the following: If a power supply LED is green, power is supplied. The LED on the control panel may be faulty. If a power supply LED is off or amber, power is not supplied to that power supply. 5 If power is not supplied to the power supply, do the following:

47 Troubleshooting scenarios Troubleshooting an amber drive status LED on the appliance 47 Verify that AC power source works. Attach a different unit to the power source and verify that power is on. Access the hardware monitor in the NetBackup Appliance Web Console or the appliance shell menu to obtain information about errors. Refer to your Symantec NetBackup Appliance administrator guide for more information about using the hardware monitor and the appliance shell menu. For information about CLI commands, refer to the NetBackup 52xx Series Command Reference Guide. Escalate as necessary. Troubleshooting an amber drive status LED on the appliance The unit has two system drives. They are located in slots 0 and 1 in the front panel as shown in the following figure. Each drive has two LEDs near the left edge of the drive cover. The top LED is amber, and indicates the drive status. The bottom LED is green, and indicates drive activity. The following figure shows the LEDs. Table 6-1 describes the LED states. Table 6-1 System disk status LEDs indications LED color Amber Green Behavior Off Solid Blink LED stays on LED blinks off when the unit processes a command LED stays off LED blinks Indication No access and no fault Disk drive fault has occurred RAID rebuild in progress (1-Hz), Identify (2-Hz) Power is on with no drive activity Power is on with drive activity Power is on and drive is spun down Power is on and drive spins up

48 48 Troubleshooting scenarios Troubleshooting a system drive that the management software does not identify To verify that a drive is faulty Caution: The drive status LED must be solid amber before you remove a drive from the appliance. Data loss and corruption can occur when a drive is disconnected inappropriately. 1 Make sure that the drive status LED is amber. 2 Pull open the green handle on the drive cover to disengage the drive from the slot. Note: You can gently pull the drive forward about an inch (2.4 cm) to ensure that the drive is disengaged. 3 Remove the disk drive completely. 4 Install a new drive from Symantec. Caution: You must use a drive that is properly set up for the NetBackup RAID. 5 After the new drive spins up, wait for approximately three minutes. 6 Check the disk drive LEDs and do the following: If the activity LED is green, the fault is resolved. If the status LED is still amber, escalate as needed. Troubleshooting a system drive that the management software does not identify You can use this procedure when a system disk drive is not found and reported in any of the following management tools: Administrative Web UI or NetBackup Appliance Web Console Appliance shell menu Symantec Remote Management tool The possible causes include the following: Improperly installed disk drive. The connector on the drive is not properly mated with the connector inside the chassis.

49 Troubleshooting scenarios Troubleshooting appliance power supply problems 49 Drive or drive slot connector that is damaged or obstructed. The drive is faulty. To determine if a disk drive is properly inserted 1 Locate the system drive that does not register in the monitoring interface. 2 Inspect the drive cover and the bay. Look for signs of damage, loose particles, twisted parts or other abnormalities. 3 Check the activity LED (the bottom LED) on the left side of the drive cover. 4 Verify that the drive is properly inserted in the bay. Reinsert the drive if necessary. 5 If the activity LED is still amber, replace with a new drive from Symantec. 6 Make sure that the new drive fits correctly. 7 Wait approximately three minutes for the drive to spin up. 8 Check to see if the drive is scannable by the administrative Web UI, shell menu, or the Symantec Remote Management tool. If both disk drives can be seen, the fault is removed. If the fault persists, escalate as necessary. Troubleshooting appliance power supply problems The NetBackup Appliance has two, modular power supplies for high availability operation. During normal operation, the power supplies are configured for active standby operation. In this configuration, one power supply is used to provide power for the entire system and the other is held in reserve. Should the active power supply fail, the system automatically shifts the load to the power supply that is held in reserve. Caution: To ensure power to the system in not interrupted, periodically check the reserve power supply. Make sure that the unit is turned on and operating properly. Power supply modules are easily accessed from the rear of the unit. They are installed side-by-side on the left-hand side of the unit. Each contains an AC socket, switch, LED, and fan. The LED on the power supply provides information about the power supply status. See About the LED on the appliance power supply on page 37.

50 50 Troubleshooting scenarios Troubleshooting appliance power supply problems Note: The power supplies are designed to enter protection mode when an electrical event that is potentially catastrophic occurs. Such events include short-circuits, voltage overloads, and power surges. In protection mode, the power supply shuts down or locks up to protect itself and the component in the system. You can remotely gain information about the current status of an appliance power supply using one of the following Symantec user interfaces: In the NetBackup Appliance Web Console use one of the following: For the 5030, use Admin GUI > Monitor > System. For the 5230 use Monitor > Hardware > Power Supply. NetBackup Appliance shell use one of the following: For the 5030 use support> hwmon show power For the 5230 use support> monitor >system You can also gather information about the power supply by viewing the LEDs on the front and the rear panels of the unit. If the power button and LED on the front control panel is amber, one or both power supplies may be faulty. Check the LEDs on the power supplies on the back of the unit to determine which power supply is faulty. You can use the following procedure to verify that the power supply is faulty. To determine if one, or both, power supplies are faulty 1 On the rear panel, locate the power supply that has the amber LED. 2 Make sure that the other power supply functions properly. 3 Unplug the power cord from the power supply that has the amber LED. 4 Wait for 2 minutes or for 3 minutes, then plug in the power cord.

51 Troubleshooting scenarios Troubleshooting system-induced shutdown 51 5 If the LED is still amber, replace the power supply. The unit functions normally with one power supply. However, data and operation is at risk if the second power supply fails. The faulty power supply should be replaced as soon as possible. Warning: To ensure that the unit does not overheat, do not operate the unit with the power supply bay empty for more than a few minutes. Warning: To ensure that the unit does not overheat, leave the failed power supply in the bay until the replacement power supply is available. 6 Replace any power supply that does not function properly. See Removing and replacing the power supplies on page 60. If both power supplies have amber LEDs, shut down the unit and obtain replacements. Troubleshooting system-induced shutdown The power supplies are designed to enter protection mode when an electrical event that is potentially catastrophic occurs. Such events include short-circuits, voltage overloads, and power surges. In protection mode, the power supply shuts down or locks up to protect itself and the component in the system. When the unit is running, it may be turned off incorrectly or inadvertently. The control panel in front of the unit may show a fault. The LEDs on the power supplies in the rear of the unit may show a fault. Possible causes include the following: AC power input to the power supplies is incorrect The power supply is faulty or in protection mode The CPU is in over-temperature protection mode To determine if the AC input to the power supplies is correct 1 Check to see if the power button/led on the control panel and the LED near each AC power socket are off. 2 If an LED is off, remove and reinsert the AC power cable to the power supply at the power source. Do the following:

52 52 Troubleshooting scenarios Troubleshooting system-induced shutdown If the power button LED flashes green, the abnormal lock-up is due to a loose plug connection. Operations should continue normally. If the LEDs are still off, it is possible that AC power to the equipment room is faulty. In this case, contact the customer for resolution. If the equipment room power is normal, replace the power supply. 3 If the power button is amber, check other components such as fans and CPUs for further analysis. To determine if a power supply is faulty or in protection mode 1 For each power supply, check the power button LED and the power supply LED. 2 If both the LEDs are amber, replace the power supply. 3 If only one LED is amber, check other components such as fans and CPUs for further analyses. To determine if the CPUs are in over-temperature mode 1 Access the NetBackup Web user interface and click Monitor > System. 2 Check the alarm list. Review the list for temperature- and fan- related alerts such as the following: Alert information Overtemperature Absence Description Temperature is not critical yet but approaches the upper limit of the range. A component such as a fan is absent. 3 If an alarm about the CPU overtemperature appears, several problems may be the cause including the following: Improper installation or damage of the air duct inside the chassis. Fan and or air intake or output problems. Excessive equipment room temperature (room temperature should be between 10 C and 35 C (50 F - 95 F). 4 Inspect the fans in the power supplies on the rear left-hand side of the unit. Verify that there are no obstructions or damage. 5 Inspect the air intake and output vents in the front panel and rear panel of the unit. Verify that there are no obstructions or damage.

53 Troubleshooting scenarios Troubleshooting system status LED issues 53 6 If the room temperature is too high, reduce the temperature at a rate of no more than 10 C per hour until an acceptable temperature is reached. 7 Access the NetBackup Appliance Web Console and verify that the CPU temperature has decreased. 8 If CPU temperature does not return to normal, escalate as necessary. The unit may require replacement. Troubleshooting system status LED issues The system status LED on the control panel on the front panel of the appliance signals valuable health information about the unit. This LED is located below and to the left of the power LED and button. During normal operation the system status LED is a solid green. The LED changes states when the system detects a problem. The following table describes the different states the system status LED can assume. Steps you can take to troubleshoot a change of status are provided after the table. Color/action Solid green Flashes green Solid amber Flashes amber Not lit Description Normal operation Degraded performance Critical or non-recoverable condition Non-critical condition POST (Power On Self Test) is running, or the unit is off. If the system status LED is anything other than solid green, you must investigate. Environmental or component issues such as the following can trigger a status change: An excessively hot or an excessively cold equipment room. AC current too high. AC current too low. Current surges from the AC power source affect operation. Open or damaged chassis cover can cause overheating. Components drifting out of specifications.

54 54 Troubleshooting scenarios Troubleshooting system status LED issues To determine why the system status LED shows issues 1 Do one of the following: For the NetBackup 5030 Appliance access the administrative Web user interface and click Monitor > System. For the NetBackup 5230 Appliance access the NetBackup Appliance Web Console and click Monitor > Hardware. 2 Review the alerts page. If CPU-related alerts are shown, do the following: Turn off the unit immediately. Arrange for a replacement unit. Keep customer disk drives until the new unit arrives. Refer to the Symantec NetBackup 5030 and 5230 Appliance Chassis Replacement Guide. 3 If power supply module alerts are shown, check the power supply section. See Troubleshooting appliance power supply problems on page If memory (DIMM) related alerts are shown, DIMMs may be damaged or incorrectly installed. Perform the following steps: Turn off the unit. Remove the power cords from the AC power source. Remove the chassis cover. Refer to the DIMM test procedure. 5 If overtemperature or current alerts are shown, go to the equipment room where the unit is installed. Do the following: Check the room for temperature abnormalities. Make sure that other sources of heat do not heat the unit. Check equipment that is installed on, under, or next to the unit. Check the unit for loose or unplugged power cables. Make sure that the air vents are not blocked (minimum 3 inches of clearance). Check the front and back of the unit. Check the unit exterior for damage.

55 Troubleshooting scenarios Troubleshooting the system status LED faults 55 Troubleshooting the system status LED faults The system status LED on the control panel on the front panel of the media server compute node signals valuable health information about the unit. This LED is located just below and to the left of the power LED and button. During normal operation the system status LED is a solid green. The LED changes states when the system detects a problem. The following table describes the different states the system status LED can assume. Steps you can take to troubleshoot a change of status are provided after the table. State Solid green Flashes green Solid amber Flashes amber Not lit Description Normal operation Degraded performance Critical or non-recoverable condition Non-critical condition POST (Power On Self Test) is running, or the unit is off. If the system status LED is anything other than solid green, you must investigate. Environmental or component issues such as the following can trigger a status change: An excessively hot or an excessively cold equipment room. AC current too high. AC current too low. Current surges from the AC power source affect operation. Open or damaged chassis cover can cause overheating. Components drifting out of specifications. To determine why the system status LED shows issues 1 Do one of the following: For the NetBackup 5030 Appliance access the administrative Web user interface and click Monitor > System. For the NetBackup 5230 Appliance access the NetBackup Appliance Web Console and click Monitor > Hardware. 2 If CPU-related alerts are shown, do the following: Turn off the unit immediately.

56 56 Troubleshooting scenarios Troubleshooting the system status LED faults Contact your NetBackup service provider. Arrange for a replacement unit. Keep system disk drives until the new unit arrives. 3 If power supply module alerts are shown, check the power supply section. See Troubleshooting appliance power supply problems on page If memory (DIMM) related alerts are shown, DIMMs may be damaged or incorrectly installed. Contact your NetBackup service provider. Shut down the unit. Remove power cords from the AC power source. Remove chassis cover. Reseat memory modules. Refer to the DIMM test procedure. 5 If overtemperature or current alerts are shown, go to the equipment room where the unit is installed. Do the following: Check the room for temperature abnormalities. Make sure that other sources of heat do not heat the unit. Check equipment that is installed on, under, or next to the unit. Check the unit for loose or unplugged power cables. Make sure that the air vents are not blocked (minimum 3 inches of clearance). Check the front and back of the unit. Check the unit exterior for damage.

57 Chapter 7 Removing and replacing appliance hardware This chapter includes the following topics: Removing and replacing the chassis bezel Removing and replacing hot-swappable hard disk drives in Appliances Removing and replacing the power supplies Removing and replacing the chassis bezel This section describes how to remove and replace the bezel on the front of the appliance. The following figure shows the Symantec bezel. To remove the bezel 1 Pull the left edge of the bezel forward until it detaches from the chassis connection. 2 Rotate the front bezel anticlockwise to release the latches on the right side. To replace the bezel 1 Press the right edge of the bezel until it attaches to the chassis connection. 2 Rotate the front bezel clockwise until the left edge clicks into place.

58 58 Removing and replacing appliance hardware Removing and replacing hot-swappable hard disk drives in Appliances Removing and replacing hot-swappable hard disk drives in Appliances Caution: Covers must be installed over empty drive bays to ensure proper system ventilation and cooling. Covers are installed for empty bays at the factory. To remove a hot-swappable hard disk drive 1 Put on an ESD wrist strap or take other ESD precautions. Note: An ESD wrist strap is shipped with replacement drives. 2 Remove the Symantec bezel on the unit for which you want to replace the disk drive. See Removing and replacing the chassis bezel on page Identify the drive that you want to replace. Observe the Fault LED (the bottom of the two LEDs) on the drive front panel. This LED is amber when the drive is faulty.

59 Removing and replacing appliance hardware Removing and replacing hot-swappable hard disk drives in Appliances 59 4 Press the green button on the left side of the drive. The front panel pivots forward and the drive carrier ejects. The front panel also serves as a latch for the drive carrier. The following figure shows the drive latch. 5 Slide the drive carrier out of the bay. To install a replacement drive 1 Put on a wrist strap or take other ESD precautions. 2 Grasp the replacement drive carrier by the sides or metal surfaces only and remove it from the shipping container. Warning: Grasping and pinching any part of the printed circuit board on the drive can damage the drive.

60 60 Removing and replacing appliance hardware Removing and replacing the power supplies 3 Remove the drive carrier from the antistatic bag. 4 Press the green button on the left side of the carrier front panel to release the latch. 5 Slide the drive carrier into the slot until it makes contact with the back of the bay. Do not force the drive into place. 6 Close the front panel latch. The drive should click into place. 7 Replace the bezel. See Removing and replacing the chassis bezel on page 57. Removing and replacing the power supplies NetBackup Appliances have two power supplies to ensure high availability operation. If one power supply fails, you can replace it while the other supply provides power to the appliance (hot-swap). If you must remove both power supplies at the same time, perform a system shutdown before you remove the power supplies. () Caution: A power supply is only hot-swappable when two power supplies are installed. At least one power supply must be in service to power the unit. Note: The system periodically polls the power supplies to ensure that they are operating. When a power supply does not respond, an error message is posted on the hardware monitor and an alert is sent to the designated party. To remove a power supply 1 Check the LEDs for both power supplies in the unit. If one is green, you can hot-swap the faulty power supply. If both are amber or one is amber and the other is off, perform the shutdown procedure on the unit. 2 On the faulty power supply, unplug the power cord.

61 Removing and replacing appliance hardware Removing and replacing the power supplies 61 3 Locate the green lever on the right side of the power cord socket and push it toward the socket to release the power supply. The following figure shows the green lever on the power supply. 4 Use the handle that is folded beneath the fan to pull the power supply out of the bay.

62 62 Removing and replacing appliance hardware Removing and replacing the power supplies To replace a power supply Insert the replacement power supply into the power supply bay and push it all the way until it clicks into place. The following figure shows the power supply. Note: If two power supplies are not installed, you must install a filler panel in the empty power supply bay. The filler panel allows the air to circulate as designed and keeps the unit from overheating. The following figure shows the filler panel.

63 Chapter 8 Replacing Symantec Storage Shelf hardware This chapter includes the following topics: About Symantec Storage Shelf replaceable hardware Removing and replacing disk drives Replacing a power supply Replacing an I/O module About Symantec Storage Shelf replaceable hardware The modular design of the Symantec Storage Shelf facilitates troubleshooting and minimizes downtime. Whenever a hardware fault is detected, the fault can be isolated to a component. The component can easily be replaced with a field-replaceable unit (FRU). Replaceable components in the NetBackup storage shelf include the following: Disk drives Power supplies I/O modules Faults can be identified and located using Symantec software. The hardware monitor feature in the NetBackup management software provides graphical status for significant hardware components in the storage system. The Call Home feature automatically collects data when a fault is detected and sends it to Symantec for evaluation. LEDs located on the front panel of the storage system and on the individual components also indicate fault conditions.

64 64 Replacing Symantec Storage Shelf hardware Removing and replacing disk drives Removing and replacing disk drives This instruction describes how to replace a faulty disk drive in the Symantec Storage Shelf. To replace a faulty disk drive 1 Put on a grounded antistatic wrist strap or take other ESD precautions. Warning: To ensure that the unit does not overheat, the drive slot should not be empty for more than 3 minutes. 2 Remove the Symantec replacement drive from the box but leave it in the antistatic bag until you are ready to use it. 3 Locate the failed drive in the system. A red or amber LED on the front panel identifies the faulty drive. 4 Push the drive release button that is shown in the following figure. 5 Remove the drive from the slot. 6 Slide the replacement drive into the drive slot until it clicks into place. Replacing a power supply This instruction describes how to replace a faulty power supply in the Symantec Storage Shelf. To replace a faulty power supply 1 Put on a grounded antistatic wrist strap or take other ESD precautions. 2 Remove the Symantec replacement power supply from the box but leave it in the antistatic bag until you are ready to use it.

65 Replacing Symantec Storage Shelf hardware Replacing an I/O module 65 3 In the rear of the unit, locate the faulty power supply. The LED on power supply is amber. 4 Turn off the power switch on the faulty power supply. 5 Unplug the AC cord from the faulty power supply. 6 Locate and loosen the two hand-tightened screws ("B" in the figure) that secure the power supply in the frame. 7 Use the handle that is located between the fans ("A" in the figure) to pull the power supply out of the bay. 8 Turn off the power switch in the replacement power supply. 9 Insert the replacement power supply into the bay and slide it into the bay until it clicks. 10 Secure the power supply with the two hand-tighten screws. 11 Plug the AC cable into the socket. 12 Turn on the power switch. Replacing an I/O module This instruction describes how to replace a faulty I/O module in the Symantec Storage Shelf.

66 66 Replacing Symantec Storage Shelf hardware Replacing an I/O module To replace an I/O module 1 Put on a grounded antistatic wrist strap or take other ESD precautions. 2 Remove the Symantec replacement I/O module from the box but leave it in the antistatic bag until you are ready to use it. 3 In the rear of the unit, locate the faulty I/O module. The I/O module status LED is red or off. 4 Open the release latch beneath the I/O module to release the unit from the bay. 5 Slide the unit out of the bay. 6 Unwrap the replacement unit. 7 Open the latch on the replacement unit and slide it into the bay until it clicks. 8 Close the latch.