NetBackup 5000 Release Routine Maintenance. Issue 01. Date Symantec Corporation

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1 NetBackup 5000 Release Issue 01 Date Symantec Corporation

2 Symantec provides customers with comprehensive technical support and service. For any assistance, please contact our local office or company headquarters. Symantec Corporation Address: Website: 350 Ellis St, Mountain View CA Copyright Symantec Corporation All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means without prior written consent of Symantec Corporation Trademarks and Permissions and other Symantec trademarks are trademarks of Symantec Corporation. All other trademarks and trade names mentioned in this document are the property of their respective holders. Notice The purchased products, services and features are stipulated by the contract made between Symantec and the customer. All or part of the products, services and features described in this document may not be within the purchase scope or the usage scope. Unless otherwise specified in the contract, all statements, information, and recommendations in this document are provided "AS IS" without warranties, guarantees or representations of any kind, either express or implied. The information in this document is subject to change without notice. Every effort has been made in the preparation of this document to ensure accuracy of the contents, but all statements, information, and recommendations in this document do not constitute the warranty of any kind, express or implied. Symantec Corporation

3 BackupStore 5000 Contents Contents About This Document... A Safety Precautions Warning and Safety Identifier ESD Prevention Short-Circuit Protection Electrical Safety Overview of Objective Item and Period Tool Guide to the On-Site of the Device Checking the Environment of the Equipment Room Checking the Environment Inside the Cabinet Checking the Indicator State Guide to the On the Management Software Viewing Hardware Alarms Checking the CPU State Viewing the Disk State Check the RAID Group State Checking the Fan State Checking the Power Supply State Checking Miscellaneous Information Related Operations Logging In to the System Monitoring Interface A How to Obtain Help... A-1 A.1 Preparations For Contacting Symantec... A-1 A.1.1 Collecting Troubleshooting Information... A-1 A.1.2 Making Debugging Preparations... A-2 A.2 How to Use the Document... A-2 A.3 Technical Support... A-2 Issue 01 ( ) Symantec Corporation i

4 Contents BackupStore 5000 A.3.1 Contacting Technical Support... A-3 A.3.2 Licensing and registration... A-3 A.3.3 Customer service... A-3 A.3.4 Maintenance agreement resources... A-3 A.3.5 Additional enterprise services... A-4 B Maintenance Record List... B-1 C Acronyms and Abbreviations... C-1 ii Symantec Corporation Issue 01 ( )

5 BackupStore 5000 Figures Figures Figure 3-1 NetBackup 5000 front view Figure 3-2 NetBackup 5000 rear view Figure 4-1 Hardware Alerts option Figure 4-2 Alarm list Figure 4-3 CPU option Figure 4-4 CPU state Figure 4-5 Disk option Figure 4-6 Disk state Figure 4-7 RAIDoption Figure 4-8 RAID group state Figure 4-9 Fan option Figure 4-10 Fan state Figure 4-11 Power supply option Figure 4-12 Power supply state Figure 4-13 Miscellaneous Information option Figure 4-14 Miscellaneous information Figure 4-15 No RAID card battery Figure 5-1 Login interface Figure 5-2 Main interface of the NetBackup Figure 5-3 System monitoring interface Figure 5-4 Hardware status Issue 01 ( ) Symantec Corporation iii

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7 BackupStore 5000 Tables Tables Table 1-1 Identifiers and meanings Table 2-1 Items and periods for routine maintenance Table 3-1 Routine check and maintenance items in the equipment room environment Table 3-2 Check items inside the cabinet Table 3-3 Description of the NetBackup 5000 indicators Table 4-1 Description of alarm parameters Table 4-2 Alarm information Table 4-3 Description of parameters related to the CPU state Table 4-4 Description of parameters related to the disk state Table 4-5 Description of parameters related to the RAID group state Table 4-6 Description of parameters related to the fan state Table 4-7 Description of parameters related to the power supply state Table 4-8 Description of parameters related to miscellaneous information Issue 01 ( ) Symantec Corporation v

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9 BackupStore 5000 About This Document About This Document Purpose This document introduces the objectives, periods, standards, and procedures of the routine maintenance items of the NetBackup Related Versions The following table lists the product version related to this document. Product Name Version NetBackup 5000 Release Intended Audience This document is intended for: Management and maintenance engineers Technical support engineers Conventions Symbol Conventions The symbols that may be found in this document are defined as follows. Symbol Description Indicates a hazard with a high level of risk, which if not avoided, will result in death or serious injury. Indicates a hazard with a medium or low level of risk, which if not avoided, could result in minor or moderate injury. Issue 01 ( ) Symantec Corporation A.1.1-1

10 About This Document BackupStore 5000 Symbol Description Indicates a potentially hazardous situation, which if not avoided, could result in equipment damage, data loss, performance degradation, or unexpected results. Indicates a tip that may help you solve a problem or save time. Provides additional information to emphasize or supplement important points of the main text. General Conventions The general conventions that may be found in this document are defined as follows. Convention Times New Roman Boldface Italic Courier New Description Normal paragraphs are in Times New Roman. Names of files, directories, folders, and users are in boldface. For example, log in as user root. Book titles are in italics. Examples of information displayed on the screen are in Courier New. Command Conventions The command conventions that may be found in this document are defined as follows. Convention Boldface Italic Description The keywords of a command line are in boldface. Command arguments are in italics. [ ] Items (keywords or arguments) in brackets [ ] are optional. { x y... } Optional items are grouped in braces and separated by vertical bars. One item is selected. [ x y... ] Optional items are grouped in brackets and separated by vertical bars. One item is selected or no item is selected. { x y... } * Optional items are grouped in braces and separated by vertical bars. A minimum of one item or a maximum of all items can be selected. [ x y... ] * Optional items are grouped in brackets and separated by vertical bars. Several items or no item can be selected. A Symantec Corporation Issue 01 ( )

11 BackupStore 5000 About This Document GUI Conventions The GUI conventions that may be found in this document are defined as follows. Convention Boldface Description Buttons, menus, parameters, tabs, window, and dialog titles are in boldface. For example, click OK. > Multi-level menus are in boldface and separated by the ">" signs. For example, choose File > Create > Folder. Keyboard Operations The keyboard operations that may be found in this document are defined as follows. Format Key Key 1+Key 2 Key 1, Key 2 Description Press the key. For example, press Enter and press Tab. Press the keys concurrently. For example, pressing Ctrl+Alt+A means the three keys should be pressed concurrently. Press the keys in turn. For example, pressing Alt, A means the two keys should be pressed in turn. Issue 01 ( ) Symantec Corporation A.1.1-3

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13 BackupStore Safety Precautions 1 Safety Precautions About This Chapter This chapter describes the safety precautions to be followed during routine maintenance. 1.1 Warning and Safety Identifier When installing and maintaining the equipment, observe the precautions indicated by the warning and safety identifiers to prevent personal injury or equipment damage. 1.2 ESD Prevention When installing and maintaining the equipment, follow the safety precautions of ESD prevention to ensure the safety of the human body and the device. 1.3 Short-Circuit Protection When installing or maintaining the device, use the tools according to the regulations to avoid short circuit as a result of metallic tools. 1.4 Electrical Safety When installing and maintaining the equipment, follow the electrical safety precautions to avoid device damage or human injury. 1.1 Warning and Safety Identifier When installing and maintaining the equipment, observe the precautions indicated by the warning and safety identifiers to prevent personal injury or equipment damage. Table 1-1 lists the warning and safety identifiers on the device and the meanings of the identifiers. Issue 01 ( ) Symantec Corporation 1-1

14 1 Safety Precautions BackupStore 5000 Table 1-1 Identifiers and meanings Identifier Meaning ESD prevention identifier When performing operations at this area, you need to take strict measures, such as wearing electrostatic discharge (ESD) preventive gloves or an ESD preventive wrist strap, to avoid electrostatic injuries. Sub-rack grounding identifier Indicating the grounding position. Warning for removing or inserting the system disks Indicating that you cannot remove or insert the system disks at will 1.2 ESD Prevention When installing and maintaining the equipment, follow the safety precautions of ESD prevention to ensure the safety of the human body and the device. indicates an electrostatic sensitive area. When performing operations at this area, you need to take strict measures, such as wearing an ESD preventive wrist strap, ESD preventive gloves, and ESD preventive clothes, to avoid personal injuries or device damages caused by the static electricity. To protect the devices, note the following during operations: Do not touch the exposed device modules with bare hands because the static electricity of the human body may damage the electrostatic sensitive elements on the circuit boards. The electronic circuit is prone to ESD damages. When handling disks, especially raw disks, you need to wear an ESD preventive wrist strap, ESD preventive gloves, and ESD preventive clothes. Also, touch only the disk edges. The ESD preventive wrist strap can only prevent the devices from being damaged by the static electricity of the human body. To prevent the devices from being damaged by the static electricity of the clothes, you need to wear the ESD preventive clothes. To avoid personal injuries or device damages caused by the static electricity, you need to wear ESD gloves or an ESD preventive wrist strap before installation or replacement. When carrying or moving parts, a dedicated ESD preventive bag is required. 1-2 Symantec Corporation Issue 01 ( )

15 BackupStore Safety Precautions 1.3 Short-Circuit Protection When installing or maintaining the device, use the tools according to the regulations to avoid short circuit as a result of metallic tools. Do not put tools, such as the screwdriver on the air intake board of the enclosure; otherwise, short circuit may occur. Do not drop screws into the sub-rack or the device; otherwise, short circuit may occur. 1.4 Electrical Safety Power On and Power Off When installing and maintaining the equipment, follow the electrical safety precautions to avoid device damage or human injury. Troubleshooting Before checking the installation and cable connection, ensure that the entire storage system is powered off. Otherwise, if there is improper connection, your body or the device might be damaged during the check. During power-on, do not insert or remove the cable, client replaceable unit (CRU), or field replaceable unit (FRU). Otherwise, data might be lost. After switching off the power supply, wait at least one minute before switching on the power supply again. Do not switch off power before disks stop running. Otherwise, disks may be damaged and data may be lost. Do not touch the connectors of electrical wires and communication cables, as the electricity inside the electrical wires and communication cables could result in electrical shock. Issue 01 ( ) Symantec Corporation 1-3

16 1 Safety Precautions BackupStore 5000 When operating a device in the ESD-sensitive area, you must take ESD-preventive measures, such as wearing an ESD-preventive wrist strap, ESD-preventive clothes, and ESD-preventive gloves. Pay attention to the following items during troubleshooting: Do not troubleshoot in the case of lightning. Check that the power cables are intact and effective grounding measures are taken. Keep the troubleshooting area clean and dry. 1-4 Symantec Corporation Issue 01 ( )

17 BackupStore Overview of 2 Overview of About This Chapter This chapter describes the purpose, items, and necessary tools of routine maintenance. 2.1 Objective Through routine maintenance, you can confirm whether the device environment and device state are normal. Cleaning and maintenance enable the device to run in a good state. 2.2 Item and Period This section describes the maintenance items and the period for each maintenance item. 2.3 Tool This section describes the tools used for routine maintenance. 2.1 Objective Through routine maintenance, you can confirm whether the device environment and device state are normal. Cleaning and maintenance enable the device to run in a good state. You can judge the running state and discover errors by checking the current state of the device. You can keep the protection mechanism in the normal state and ensure optimal protection of services in the case of an error through routine maintenance. 2.2 Item and Period This section describes the maintenance items and the period for each maintenance item. Issue 01 ( ) Symantec Corporation 2-1

18 2 Overview of BackupStore 5000 Table 2-1 Items and periods for routine maintenance Maintenance Owner Maintenance Site Maintenance Item Maintenance Period Maintenance engineers On the device Checking the environment of the equipment room Once per day (recommended) Checking the environment inside the cabinet Checking the indicator state Maintenance engineers Network administrators On the management software Viewing hardware alarms Checking the CPU state Checking the disk state Checking the RAID group state Once per week (recommended) Checking the fan state Checking the power supply state Checking miscellaneous information 2.3 Tool This section describes the tools used for routine maintenance. On the monitoring interface of the NetBackup 5000 software, you can perform routine maintenance on the device and query the device running state. For details on logging in to the monitoring interface of the NetBackup 5000 management software, see 5.1 Logging In to the System Monitoring Interface. 2-2 Symantec Corporation Issue 01 ( )

19 BackupStore Guide to the On-Site of the Device 3 Guide to the On-Site Routine Maintenance of the Device About This Chapter This chapter describes the items to be checked on device during the on-site routine maintenance. 3.1 Checking the Environment of the Equipment Room This section describes the standards of checking the equipment room environment. By checking the equipment room environment, administrators can know the actual conditions of the equipment room, timely adjust the environment to ensure a suitable environment for device operation and to prevent damages to the device caused by the environment. 3.2 Checking the Environment Inside the Cabinet This section describes the standards of checking the environment inside the cabinet. By checking the environment inside the cabinet, administrators can know the actual conditions of the cabinet, ensure a suitable environment for device operation, and prevent damages to the device caused by the environment. 3.3 Checking the Indicator State This section describes details on indicators of the NetBackup 5000 and how to handle an abnormality indicator. 3.1 Checking the Environment of the Equipment Room Reference Standard This section describes the standards of checking the equipment room environment. By checking the equipment room environment, administrators can know the actual conditions of the equipment room, timely adjust the environment to ensure a suitable environment for device operation and to prevent damages to the device caused by the environment. Carrier-class devices have high requirements on the running environment. A carrier-class device is usually installed in a dedicated equipment room, which has dedicated air conditioners and redundant power supply systems. Table 3-1 lists the main check and maintenance items. Issue 01 ( ) Symantec Corporation 3-1

20 3 Guide to the On-Site of the Device BackupStore 5000 Table 3-1 Routine check and maintenance items in the equipment room environment SN Check Item Description 1 Operating temperature Normal range: 5 C to 35 C 2 Operating humidity Normal range: 5% RH to 85% RH 3 Temperature gradient Normal range: 10 C/h 4 Humidity gradient Normal range: 10%/h 5 Power supply system Two independent power supplies Procedure Use a thermometer and a hygrometer to measure the temperature and humidity in the equipment room respectively. Check whether the power in the equipment room is input through two separate routes and whether the voltage is within the normal range. If an error occurs when any previous item is being checked, correct the error according to Exception Handling. Exception Handling If the ambient temperature in the equipment room is beyond the normal range of operating temperature, adjust the air conditioner to make the ambient temperature within the normal range. If the ambient humidity in the equipment room is beyond the normal range of operating humidity, adjust the air conditioner to make the humidity within the normal range. If the power supply system in the equipment does not comply with the requirements, deploy two separate power supply routes and prepare a transformer with sufficient capacity to meet the requirements of the device. 3.2 Checking the Environment Inside the Cabinet Reference Standard This section describes the standards of checking the environment inside the cabinet. By checking the environment inside the cabinet, administrators can know the actual conditions of the cabinet, ensure a suitable environment for device operation, and prevent damages to the device caused by the environment. Check items inside the cabinet include cabling inside the cabinet and labeling on service cables. Table 3-2 lists all the check items. Table 3-2 Check items inside the cabinet SN Check Item Description 1 General cabling rules Service cables and power cables should be separate. 3-2 Symantec Corporation Issue 01 ( )

21 BackupStore Guide to the On-Site of the Device SN Check Item Description 2 Power cables The layout of power cables should be orderly. It should be in the same style as that of cables in other cabinets in the equipment room. 3 Service cables The layout of service cables should be orderly. It should be in the same style as that of cables in other cabinets in the equipment room. 4 Labels on cables The font on a label should be clear, definite and accurate. Labels should be tightly pasted on cables. 5 Handling of empty slots The empty slots should be covered with filler panels. 6 Plugs of power cables Ensure that the plug of the NetBackup 5000 power cables are tightly inserted into the power supply socket. 7 Plugs of signal cables Ensure that the network cables of the NetBackup 5000 are connected properly. 8 Grounding cables Ensure that the grounding cable of the chassis is properly fastened to the cabling clip of the chassis and the grounding terminal of the cabinet. 9 Power cables Connect the Power Entry Modules (PEM) of the NetBackup 5000 with two groups (in redundancy) of power cables properly. 10 Service network port connection Ensure that the service network cables are connected to the service network ports and host ports/switch properly. 11 Serial port connection Ensure that the serial port is not connected to a switch. Procedure Step 1 Check whether the strong electricity cables and the weak electricity cables are laid out on the two sides of the cabinet, that is, the service cables and power cables are separate. Step 2 Check whether the layout of power supply cables and service cables are tidy and orderly, and their styles are the same as those of cables inside other cabinets in the equipment room. Step 3 Check whether the font on the label is clear, the mark is definite and accurate, and labels are tightly pasted on cables. Step 4 Check whether empty slots are covered with filler panels. Step 5 Check whether the power cables are plugged into the power sockets firmly. Step 6 Check whether the network cables of the device are connected firmly. Step 7 Check whether the grounding cable of the chassis is properly fastened to the cabling clip of the chassis and the grounding terminal of the cabinet. Step 8 Check whether the power cables are properly connected to the power sockets of the PEMs in two groups (in redundancy). Issue 01 ( ) Symantec Corporation 3-3

22 3 Guide to the On-Site of the Device BackupStore 5000 Step 9 Check whether the service network cables are connected to the service network ports and host ports/switch properly. Step 10 Check whether the serial port is connected to a switch. Exception Handling If an error occurs when a previous item is being checked, correct the error according to the description in Table Checking the Indicator State Reference Standard This section describes details on indicators of the NetBackup 5000 and how to handle an abnormality indicator. Table 3-3 describes the NetBackup 5000 indicators. You can initially check the current running state of the NetBackup 5000 by observing the indicators. Table 3-3 Description of the NetBackup 5000 indicators Location Indicator Color Status Description System power indicator Green On - Off The device is powered on. The device is not powered on. Chassis System alarm indicator Red On - Off The device is out of service or an alarm is generated. The device runs properly. System location indicator Orange On A device is located. a Green On The disk is powered on properly. Disk online indicator Red On An alarm is generated on the disk. Disk module - Off The disk is not powered on. Disk read/write indicator Green - Off Blinking Data is being transmitted. No data is being transmitted. Power Power running/alarm Green On The power is normal. 3-4 Symantec Corporation Issue 01 ( )

23 BackupStore Guide to the On-Site of the Device Location Indicator Color Status Description module indicator Green Blinking The AC power is normal but the device is not powered on. Orange On An alarm is generated on the power module. - Off The power module is not powered on. Mainboard Fan running/alarm indicator Green Red On On The fan is running properly. An alarm is generated on the fan. Link indicator of the management network port Green On - Off No link. The link of the management network port is normal. Active indicator of the management network port Yellow - Off Blinking Data is being transmitted. No data is being transmitted. Rear panel Link indicator of the service network port Green Orange On On The speed of the data transmission between the NetBackup 5000 and the AS is 1000 Mbit/s. The speed of the data transmission between the NetBackup 5000 and the AS is 100 Mbit/s. Active indicator of the service network port - Off Yellow Blinking - Off The speed of the data transmission between the NetBackup 5000 and the AS is 10 Mbit/s or no link. Data is being transmitted. No data is being transmitted. a: A location command is sent from the management system. Issue 01 ( ) Symantec Corporation 3-5

24 3 Guide to the On-Site of the Device BackupStore 5000 Procedure Step 1 View the state on the front of the NetBackup Figure 3-1 shows the front view of the NetBackup Figure 3-1 NetBackup 5000 front view 1 Disk handle 5 System location indicator 2 Disk module 6 Rack handle 3 System power indicator 7 Disk read/write indicator 4 System alarm indicator 8 Disk online indicator Step 2 View the state at the rear of the NetBackup Figure 3-2 shows the rear view of the NetBackup Symantec Corporation Issue 01 ( )

25 BackupStore Guide to the On-Site of the Device Figure 3-2 NetBackup 5000 rear view 1 Active indicator of the service network port 2 Link indicator of the service network port 12 Link indicator of the service network port 13 VGA port 3 System power switch 14 System serial port 4 System reset switch 15 USB 2.0 port 5 RAID card panel 16 Power module ejector lever 6 Service network port 17 Power running/alarm indicator 7 Link indicator of the management network port 18 Power-fan module 8 Management network port 19 Power module handle 9 Active indicator of the management network port 20 Power socket 10 Service network port 21 Power module 11 Active indicator of the service network port 22 Filler panel of the power module Exception Handling System power indicator If the system power indicator is off, see Power-on Failure in the NetBackup 5000 Troubleshooting. System alarm indicator If the system alarm indicator is on, see System Alarm Indicator On in the NetBackup 5000 Troubleshooting. Disk online indicator Issue 01 ( ) Symantec Corporation 3-7

26 3 Guide to the On-Site of the Device BackupStore 5000 If the disk online indicator is red, see Detecting Only Part of Disks in the NetBackup 5000 Troubleshooting. If the disk online indicator is off, reinsert the disk module. If the fault persists after the disk module is reinserted, replace the disk module. If the fault persists after the disk module is replaced, contact technical support engineers. Power running/alarm indicator If the power running/alarm indicator is orange and blinking, see PEM Alarm in the NetBackup 5000 Troubleshooting. If the power running/alarm indicator is off, reinsert the PEM. If the fault persists after the PEM is reinserted, replace the PEM. If the fault persists after the PEM is replaced, contact technical support engineers. Fan running/alarm indicator If the fan running/alarm indicator is red, see Fan Running/Alarm Indicator On and Red in the NetBackup 5000 Troubleshooting. If the fan running/alarm indicator is off, reinsert the fan module. If the fault persists after the fan module is reinserted, replace the fan module. If the fault persists after the fan module is replaced, contact technical support engineers. Link indicator of the management network port If the link indicator of the management network port is off, reinsert the network cable. If the fault persists after the network cable is reinserted, replace the network cable. If the fault persists after the network cable is replaced, contact technical support engineers. Link indicator of the service network port If the link indicator of the service network port is off, reinsert the network cable. If the fault persists after the network cable is reinserted, replace the network cable. If the fault persists after the network cable is replaced, contact technical support engineers. 3-8 Symantec Corporation Issue 01 ( )

27 BackupStore Guide to the On the Management Software 4 Guide to the On the Management Software About This Chapter This section describes the maintenance items on the management software, including viewing alarms and querying hardware state. 4.1 Viewing Hardware Alarms This section describes how to view hardware alarms on the system monitoring interface of the NetBackup 5000 management software. By viewing current hardware alarms, you can know whether errors occur on the hardware and timely correct the errors. 4.2 Checking the CPU State This section describes how to check the CPU state on the system monitoring interface. By checking the state of the CPU, you can know whether the CPU works normally. 4.3 Viewing the Disk State This section describes how to check the disk state on the system monitoring interface. By checking the disk state, you can know whether the disk works normally. 4.4 Check the RAID Group State This section describes how to check the RAID group state on the system monitoring interface. By checking the RAID group state, you can know whether the RAID group works normally. 4.5 Checking the Fan State This section describes how to check the fan state on the system monitoring interface. By checking the fan state, you can know whether the fan works normally. 4.6 Checking the Power Supply State This section describes how to check the power supply state on the system monitoring interface. By checking the power supply state, you can know whether the power supply works normally. 4.7 Checking Miscellaneous Information This section describes how to check the miscellaneous information on the system monitoring interface. Issue 01 ( ) Symantec Corporation 4-1

28 4 Guide to the On the Management Software BackupStore Viewing Hardware Alarms Impact on the System This section describes how to view hardware alarms on the system monitoring interface of the NetBackup 5000 management software. By viewing current hardware alarms, you can know whether errors occur on the hardware and timely correct the errors. None. Reference Standard Procedure None. Step 1 Log in to the system monitoring interface. For the detailed procedure, see 5.1 Logging In to the System Monitoring Interface. Step 2 Expand the node in the navigation tree, and then click Hardware Alerts, as shown in Figure 4-1. Figure 4-1 Hardware Alerts option Step 3 View hardware alarms in the alarm list, as shown in Figure 4-2. Table 4-1 lists the parameter description. 4-2 Symantec Corporation Issue 01 ( )

29 BackupStore Guide to the On the Management Software Figure 4-2 Alarm list Table 4-1 Description of alarm parameters Parameter ID Time Type Source Alert Information Description The ID of an alarm, representing an alarm. The time when the alarm occurs. The format is YYYY-MM-DDThh:mm:ss. Alarms can be classified into the following types: Temperature Power Supply Cooling Device Physical Security The device on which the alarm is generated. The abstract of the alarm information. Table 4-2 Alarm information Classification Type Device Description Overtemperature of the CPU core Temperature CPU Upper non-critical going high Overtemperature of the air intake of the chassis Temperature Air intake of the chassis Upper non-critical going high PEM absence Power supply Power device Failure detected Fan module absence Cooling device Fan Device absent Chassis intrusion Physical security Chassis General chassis intrusion Exception Handling Collect alarms. Based on the alarm, troubleshoot the problem by referring to System Alarm Indicator On in the NetBackup 5000 Troubleshooting. Issue 01 ( ) Symantec Corporation 4-3

30 4 Guide to the On the Management Software BackupStore Checking the CPU State Impact on the System This section describes how to check the CPU state on the system monitoring interface. By checking the state of the CPU, you can know whether the CPU works normally. None. Reference Standard Procedure If the CPU is in the Presence detected state, it indicates that the CPU is running normally. Step 1 Log in to the system monitoring interface. For the detailed procedure, see 5.1 Logging In to the System Monitoring Interface. Step 2 Expand the node in the navigation tree, and then click CPU, as shown in Figure 4-3. Figure 4-3 CPU option Step 3 View the CPU state, as shown in Figure 4-4. Table 4-3 lists the parameter description. ID-x indicates CPU x (the value of x is 1 or 2). 4-4 Symantec Corporation Issue 01 ( )

31 BackupStore Guide to the On the Management Software Figure 4-4 CPU state Table 4-3 Description of parameters related to the CPU state Parameter Status Voltage Description The state of the CPU. Presence detected indicates that the CPU is working normally. Failure detected indicates that the CPU is absent. The voltage of the CPU. Exception Handling If the CPU is in the Failure detected state, contact the technical support engineers. 4.3 Viewing the Disk State Impact on the System This section describes how to check the disk state on the system monitoring interface. By checking the disk state, you can know whether the disk works normally. None. Reference Standard Procedure The normal state of a system disk is Online. The normal state of a data disk is Online or Unconfigured(good). The normal state of a hot spare disk is Hotspare. Step 1 Log in to the system monitoring interface. For the detailed procedure, see 5.1 Logging In to the System Monitoring Interface. Step 2 Expand the node in the navigation tree, and then click Disk, as shown in Figure 4-5. Issue 01 ( ) Symantec Corporation 4-5

32 4 Guide to the On the Management Software BackupStore 5000 Figure 4-5 Disk option Step 3 View the disk state, as shown in Figure 4-6. Table 4-4 lists the parameter description. Figure 4-6 Disk state Table 4-4 Description of parameters related to the disk state Parameter Slot Number Description The slot number of the disk. NOTE For details on the slot number of a disk, see "Panel" in the NetBackup 5000 Product Description. 4-6 Symantec Corporation Issue 01 ( )

33 BackupStore Guide to the On the Management Software Parameter Status Capacity Type Enclosure ID Description The operational state of the disk. Online indicates that the disk is a member disk of a RAID group and operating normally. Hotspare indicates that the disk is a hot spare disk. Rebuild indicates that the disk is being reconstructed. Unconfigured(good) indicates that the disk is not a member disk of a RAID group and is operating normally. The disk capacity. Unit: GB. The physical type of the disk. The type of disks in the NetBackup 5000 is SATA. The ID of the enclosure in which the disk is. Exception Handling If Slot Number of a present disk cannot be found in the interface, refer to Detecting Only Part of Disks in the NetBackup 5000 Troubleshooting. If a disk is in the Rebuild state, contact the technical support engineers if the disk does not return to Online. 4.4 Check the RAID Group State Impact on the System This section describes how to check the RAID group state on the system monitoring interface. By checking the RAID group state, you can know whether the RAID group works normally. None. Reference Standard Procedure The normal state of a RAID Group is Optimal. Step 1 Log in to the system monitoring interface. For the detailed procedure, see 5.1 Logging In to the System Monitoring Interface. Step 2 Expand the node in the navigation tree, and then click RAID, as shown in Figure 4-7. Issue 01 ( ) Symantec Corporation 4-7

34 4 Guide to the On the Management Software BackupStore 5000 Figure 4-7 RAIDoption Step 3 View the RAID group state, as shown in Figure 4-8. Table 4-5 lists the parameter description. Figure 4-8 RAID group state 4-8 Symantec Corporation Issue 01 ( )

35 BackupStore Guide to the On the Management Software Table 4-5 Description of parameters related to the RAID group state Parameter Name Status Capacity Type Disks Description The name of the RAID group. A RAID group may be in the one of the following states: Optimal indicates that the RAID group is normal. Degraded indicates that the RAID group is degraded. The capacity of the RAID group. Unit: GB and TB. The level of the RAID group. The level of a RAID group that consists of data disks is RAID 6. The level of a RAID group that consists of system disks is RAID 1. The disks included in the RAID group. The numbers displayed on the interface are the slot numbers of the corresponding disks. NOTE For details on the slot number of a disk, see "Panel" in the NetBackup 5000 Product Description. Exception Handling If the RAID group is in the Degraded state, contact the technical support engineers if the RAID group does not successfully rebuild automatically. 4.5 Checking the Fan State Impact on the System This section describes how to check the fan state on the system monitoring interface. By checking the fan state, you can know whether the fan works normally. None. Reference Standard Procedure The normal state of a fan is Device Present. Step 1 Log in to the system monitoring interface. For the detailed procedure, see 5.1 Logging In to the System Monitoring Interface. Step 2 Expand the node in the navigation tree, and then click Fan, as shown in Figure 4-9. Issue 01 ( ) Symantec Corporation 4-9

36 4 Guide to the On the Management Software BackupStore 5000 Figure 4-9 Fan option Step 3 View the fan state, as shown in Figure Table 4-6 lists the parameter description. ID-x indicates fan x (the value of x is an integer ranging from 1 to 6) Symantec Corporation Issue 01 ( )

37 BackupStore Guide to the On the Management Software Figure 4-10 Fan state Table 4-6 Description of parameters related to the fan state Parameter Status Speed Description The fan state. Device Present indicates that the fan works normally. Device Absent indicates that the fan is faulty. The rotation speed of the fan. Exception Handling If the fan is in the Device Absent state, see Fan Running/Alarm Indicator On and Red in the NetBackup 5000 Troubleshooting. 4.6 Checking the Power Supply State This section describes how to check the power supply state on the system monitoring interface. By checking the power supply state, you can know whether the power supply works normally. Issue 01 ( ) Symantec Corporation 4-11

38 4 Guide to the On the Management Software BackupStore 5000 Impact on the System None. Reference Standard Procedure The normal state of a power supply is Presence detected. Step 1 Log in to the system monitoring interface. For the detailed procedure, see 5.1 Logging In to the System Monitoring Interface. Step 2 Expand the node in the navigation tree, and then click Power Supply, as shown in Figure Figure 4-11 Power supply option Step 3 View the power supply state, as shown in Figure Table 4-7 lists the parameter description. ID-x indicates power supply x (the value of x is 1 or 2) Symantec Corporation Issue 01 ( )

39 BackupStore Guide to the On the Management Software Figure 4-12 Power supply state Table 4-7 Description of parameters related to the power supply state Parameter Status Wattage Description The running state of the power supply. Presence detected indicates that the power supply works normally. Failure detected indicates that the power supply is absent or faulty. The power value of the power supply. Unit: Watts. Exception Handling If the power supply is in the Failure detected state, see PEM Alarm in the NetBackup 5000 Troubleshooting. 4.7 Checking Miscellaneous Information Impact on the System This section describes how to check the miscellaneous information on the system monitoring interface. None. Reference Standard Procedure The temperature at the inner inlet of the chassis should be lower than 45 C. The normal state of Chassis Intrusion is inactive. The system monitoring interface displays information about the RAID card battery, and the temperature of the RAID card battery should be lower than 40 C. Step 1 Log in to the system monitoring interface. For the detailed procedure, see 5.1 Logging In to the System Monitoring Interface. Step 2 Expand the node in the navigation tree, and then click Miscellaneous Information, as shown in Figure Issue 01 ( ) Symantec Corporation 4-13

40 4 Guide to the On the Management Software BackupStore 5000 Figure 4-13 Miscellaneous Information option Step 3 View the state of the RAID card battery and the temperature of the enclosure, as shown in Figure 4-14.Table 4-8 lists the related parameters. Figure 4-14 Miscellaneous information 4-14 Symantec Corporation Issue 01 ( )

41 BackupStore Guide to the On the Management Software Table 4-8 Description of parameters related to miscellaneous information Parameter Temperature of Inner Entry Temperature of Outer Entry Chassis Intrusion SCSI Temperature Battery Type Battery Voltage Battery Current Battery Temperature Battery Charging Status Battery Remaining Capacity Battery Full Charge Capacity Battery Run time to empty Battery Average time to empty Battery Average Time to full Description The temperature of the inside inlet of the chassis. The value should be less than 45 C. The temperature of the inside outlet of the chassis. Whether the chassis is intruded. inactive indicates that the chassis is not intruded. active indicates that the chassis is intruded. The temperature of the SCSI/SAS or SATA drives. The type of the RAID card battery. The type of the RAID card battery is ibbu. The voltage of the RAID card battery. Unit: mv. The current of the RAID card battery. Unit: ma. The temperature of the RAID card battery. The value should be less than 40 C. The charging state of the RAID card, that is, the completion rate (percentage) of charging. The remaining capacity of the RAID card battery. Unit: mah. The maximum capacity of the RAID card battery. Unit: mah. The time period that the battery can run. Unit: Min. The average time period that the batteries can run. Unit: Min. The total average time period that the batteries can run. Unit: Min. Exception Handling If Chassis Intrusion is active, check whether the middle cover of the chassis is installed properly. For details on the middle cover of the chassis, see "Fan Module" in the NetBackup 5000 Product Description. If Battery Temperature is higher than 40 C, adjust the ambient temperature. Issue 01 ( ) Symantec Corporation 4-15

42 4 Guide to the On the Management Software BackupStore 5000 If no battery is discovered on the monitoring interface, as shown in Figure Contact the technical support engineers. Figure 4-15 No RAID card battery 4-16 Symantec Corporation Issue 01 ( )

43 BackupStore Related Operations 5 Related Operations About This Chapter This chapter describes operations related to routine maintenance. 5.1 Logging In to the System Monitoring Interface This section describes how to log in to the NetBackup 5000 system monitoring interface. 5.1 Logging In to the System Monitoring Interface Prerequisite Procedure This section describes how to log in to the NetBackup 5000 system monitoring interface. The IP address of the Windows PC to log in to the NetBackup 5000 should be in the same network segment as that of the NetBackup Step 1 Open a browser on a Windows PC. Enter address in the address bar (the IP address is the IP address of the service network port of the NetBackup 5000). Press Enter and the login interface is displayed, as shown in Figure 5-1. Issue 01 ( ) Symantec Corporation 5-1

44 5 Related Operations BackupStore 5000 Figure 5-1 Login interface Step 2 Select the language you preferred from the Select language drop-down box. Step 3 Enter the user name and password respectively in the User Name and Password text boxes. The default user name and password are respectively root and root. Step 4 Click Log on and the main interface of the NetBackup 5000 is displayed, as shown in Figure 5-2. Figure 5-2 Main interface of the NetBackup 5000 Step 5 Choose Monitor > System and enter the system monitoring interface, as shown in Figure Symantec Corporation Issue 01 ( )

45 BackupStore Related Operations Figure 5-3 System monitoring interface Step 6 In the navigation tree, unfold the IP address node and check the hardware status, as shown in Figure 5-4. Figure 5-4 Hardware status Issue 01 ( ) Symantec Corporation 5-3

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47 BackupStore 5000 A How to Obtain Help A How to Obtain Help If a problem persists in routine maintenance or troubleshooting, contact Symantec for technical support. A.1 Preparations For Contacting Symantec To better solve the problem, you need to collect troubleshooting information and make debugging preparations before contacting Symantec. A.2 How to Use the Document Symantec provides usage documents shipped with the device. Through these documents, you can solve problems that occur during routine maintenance or troubleshooting. A.3 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 question 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. A.1 Preparations For Contacting Symantec To better solve the problem, you need to collect troubleshooting information and make debugging preparations before contacting Symantec. A.1.1 Collecting Troubleshooting Information Collect necessary information for the troubleshooting. A.1.2 Making Debugging Preparations When seeking technical support, Symantec technical support engineers may help you to perform some operations to further collect fault information or remove the fault. A.1.1 Collecting Troubleshooting Information Collect necessary information for the troubleshooting. Detailed name and address of the customer Contact person and telephone number Issue 01 ( ) Symantec Corporation A-1

48 A How to Obtain Help BackupStore 5000 Time when the fault occurred Detailed description of the fault phenomena Device type, serial number, and software version Measures taken after the fault occurs and the related results Problem level and required solution deadline A.1.2 Making Debugging Preparations When seeking technical support, Symantec technical support engineers may help you to perform some operations to further collect fault information or remove the fault. Prepare some tools or components for engineers, such as spare parts of the blade and interface card, screwdriver, screw, serial cable and network cable. A.2 How to Use the Document Symantec provides usage documents shipped with the device. Through these documents, you can solve problems that occur during routine maintenance or troubleshooting. To solve the problems better, use the documents before you contact Symantec for technical support. A.3 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 question 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 maintenance 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 Web-based support that provides rapid response information. Upgrade assurance that delivers automatic software upgrade protection. Global support available 24 hours a day, 7 days a week. Advanced features, including Account Management Services. For information about Symantec's Maintenance Programs, you can visit our Website at the following URL: A.3.1 Contacting Technical Support A.3.2 Licensing and registration A.3.3 Customer service A.3.4 Maintenance agreement resources A.3.5 Additional enterprise services A-2 Symantec Corporation Issue 01 ( )

49 BackupStore 5000 A How to Obtain Help A.3.3 Contacting Technical Support Customers with a current maintenance 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 you 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 Hardware information Availably memory, disk space, and NIC information Operating system Version and patch level Network topology Router, gateway, and IP address information Problem description: Error messages and log files A.3.4 Licensing and registration 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: A.3.5 Customer service Customer service information is available at the following URL: Customer Service is available to assist with 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 maintenance contracts Information about the Symantec Buying Programs Advice about Symantec's technical support options Nontechnical presales questions Issues that are related to CD-ROMs or manuals A.3.6 Maintenance agreement resources If you want to contact Symantec regarding an existing maintenance agreement, please contact the maintenance agreement administration team for your region as follows: Asia-Pacific and Japan: customercare_apac@symantec.com Issue 01 ( ) Symantec Corporation A-3