Problem Resolution Roadmap for VNX with ESRS IP Client for VNX and Connect Home

EMC VNX Series Release 7.0 Problem Resolution Roadmap for VNX with ESRS IP Client for VNX and Connect Home P/N 300-011-836 REV A02 EMC Corporation Corporate Headquarters: Hopkinton, MA 01748-9103 1-508-435-1000 www.emc.com

Copyright 2011 - EMC Corporation. All rights reserved. Published September 2011 EMC believes the information in this publication is accurate as of its publication date. The information is subject to change without notice. THE INFORMATION IN THIS PUBLICATION IS PROVIDED "AS IS." EMC CORPORATION MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND WITH RESPECT TO THE INFORMATION IN THIS PUBLICATION, AND SPECIFICALLY DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Use, copying, and distribution of any EMC software described in this publication requires an applicable software license. For the most up-to-date regulatory document for your product line, go to the Technical Documentation and Advisories section on EMC Powerlink. For the most up-to-date listing of EMC product names, see EMC Corporation Trademarks on EMC.com. All other trademarks used herein are the property of their respective owners. Corporate Headquarters: Hopkinton, MA 01748-9103 2 Problem Resolution Roadmap for VNX 7.0

Contents Preface...5 Chapter 1: Introduction...7 Reading specific VNX documentation...8 Chapter 2: Configuring...9 VNX for block and legacy systems...10 VNX and VNX for file installations...11 VG2/VG8 installations...11 Chapter 3: Reporting...13 EMC Secure Remote Support IP Client for VNX...14 Contact information...14 Details about a problem that exists...14 Details about a new problem...14 VNX for block configuration information...16 VNX for file configuration information...16 VNX for file problem information...18 Automatically collect and transfer logs...18 Configuration file...19 Run Log Collection and Automatic Transfer from Unisphere...20 Run Log Collection from the CLI...21 Disable Automatic Collection and Transfer tool...21 Use CLI options to perform script operations...24 Chapter 4: Troubleshooting...27 EMC E-Lab Interoperability Navigator...28 Problem Resolution Roadmap for VNX 7.0 3

Contents Reporting a problem...28 Error messages for Automatic Collection and Transfer tool...28 EMC Training and Professional Services...29 Index...31 4 Problem Resolution Roadmap for VNX 7.0

Preface As part of an effort to improve and enhance the performance and capabilities of its product lines, EMC periodically releases revisions of its hardware and software. Therefore, some functions described in this document may not be supported by all versions of the software or hardware currently in use. For the most up-to-date information on product features, refer to your product release notes. If a product does not function properly or does not function as described in this document, please contact your EMC representative. Problem Resolution Roadmap for VNX 7.0 5

Preface Special notice conventions EMC uses the following conventions for special notices: Note: Emphasizes content that is of exceptional importance or interest but does not relate to personal injury or business/data loss. Identifies content that warns of potential business or data loss. Indicates a hazardous situation which, if not avoided, could result in minor or moderate injury. Indicates a hazardous situation which, if not avoided, could result in death or serious injury. Indicates a hazardous situation which, if not avoided, will result in death or serious injury. Where to get help EMC support, product, and licensing information can be obtained as follows: Product information For documentation, release notes, software updates, or for information about EMC products, licensing, and service, go to the EMC Online Support website (registration required) at http://support.emc.com. Troubleshooting Go to the EMC Online Support website. After logging in, locate the applicable Support by Product page. Technical support For technical support and service requests, go to EMC Customer Service on the EMC Online Support website. After logging in, locate the applicable Support by Product page, and choose either Live Chat or Create a service request. To open a service request through EMC Online Support, you must have a valid support agreement. Contact your EMC sales representative for details about obtaining a valid support agreement or with questions about your account. Note: Do not request a specific support representative unless one has already been assigned to your particular system problem. Your comments Your suggestions will help us continue to improve the accuracy, organization, and overall quality of the user publications. Please send your opinion of this document to: techpubcomments@emc.com 6 Problem Resolution Roadmap for VNX 7.0

1 Introduction To help resolve any technical problems you might encounter while using the EMC VNX, EMC recommends the problem resolution roadmap described in this document. The roadmap identifies how to resolve a problem using the VNX documentation. The roadmap describes what needs to be configured to provide remote connectivity to EMC Customer Service or a third party service provider. It also describes how to document and report the problem for optimal results if there is a need to contact EMC Customer Service or a third-party service provider for assistance. Topic included is: Reading specific VNX documentation on page 8 Problem Resolution Roadmap for VNX 7.0 7

Introduction Reading specific VNX documentation To resolve noncritical technical problems (those that do not prohibit production), the following EMC VNX related documentation is recommended: Note: For critical problems that prohibit production, contact EMC Customer Service immediately. Release notes Release notes contain information on new features, system requirements, and precautions related to VNX software installations or upgrades. It also has a list of current issues. A copy of the release note is included in the VNX product kit and is also available on EMC Online Support. EMC Online Support The complete set of EMC VNX customer publications is available on the EMC Online Support website at http://support.emc.com. After logging in, locate the applicable Support by Product page and the link for the specific product technical documentation required. For a problem involving one of the following GUI-based VNX management applications, the online help of the application has additional guidance: EMC Unisphere Unisphere Service Manager VNX Installation Utility VNX Installation Assistant for File/Unified Celerra User Management: Celerra Data Mover Security Settings Celerra Home Directory Management Celerra UNIX Property Page Extensions in Active Directory Users and Computers Celerra UNIX User Attributes Migration Tool Celerra UNIX User Management 8 Problem Resolution Roadmap for VNX 7.0

2 Configuring Remote connectivity must be configured to contact EMC Customer Service or a third-party service provider for problem resolution assistance. This chapter identifies the software and related documentation to use to configure remote connectivity based on the type of system: VNX for block and legacy systems on page 10 VNX and VNX for file installations on page 11 VG2/VG8 installations on page 11 Problem Resolution Roadmap for VNX 7.0 9

Configuring VNX for block and legacy systems For VNX for block and legacy (CX, CX3, CX4, and AX4-5 series) systems, you can configure remote connectivity to contact EMC Customer Service or a third-party service provider for problem resolution assistance using the EMC Secure Remote Support (ESRS) IP Client for VNX communication infrastructure. Note: ESRS IP Client is the preferred remote connectivity and callhome agent for VNX, VNX for block, and VNX for file systems. To configure remote connectivity, use the following sequence and resources: 1. Use the information in the installation guide applicable to your system (VNX5100, VNX5300, VNX5500, VNX5700, or VNX7500) to physically connect your VNX for block system to your network. Each of the VNX installation guides also directs you to proceed with the Unisphere Installation Utility software and ESRS IP Client for VNX software on the VNX Installation Toolbox CD. For similar information about legacy systems, refer to the CLARiiON Interactive Installation Guide CD. Note: The ESRS IP Client for VNX software on the VNX Installation Toolbox CD supersedes and should be used instead of the ESRS IP Client for CLARiiON software on the CLARiiON Interactive Installation Guide CD. 2. Use the Unisphere Initialization Utility software and online help to register VNX for block components, such as HBAs, and assign IP addresses to the storage processors, and to attach hosts. For similar information about legacy systems, refer to the CLARiiON Interactive Installation Guide CD. 3. Use the EMC Secure Remote Support IP Client for VNX Requirements and Installation document to install the ESRS IP Client for VNX software on a monitor station. This document describes the ESRS IP Client for VNX. It also describes the regtool CLI utility and how to use it. 4. Use the ESRS IP Client for VNX software and online help to configure remote access to both VNX for block and legacy systems by means of the monitor station. Note: Configuring email home to contact EMC Customer Service or a third-party service provider without using the ESRS IP Client for VNX communication infrastructure requires service involvement. Remote connectivity using a dial-up modem is not recommended and its setup requires a RPQ process. Remote connectivity using FTP is not supported on VNX for block or legacy systems. EMC recommends using the ESRS communication infrastructure that can be automatically installed on the monitor station. 10 Problem Resolution Roadmap for VNX 7.0

Configuring VNX and VNX for file installations For VNX and VNX for file installations, you can configure remote connectivity using EMC Secure Remote Support (ESRS) IP Client for VNX, email, or FTP to contact EMC Customer Service or a third-party service provider for problem resolution assistance. Note: ESRS IP Client is the preferred remote connectivity and callhome agent for VNX, VNX for block, and VNX for file systems. To configure remote connectivity, use the following sequence and resources: 1. Use the information in the installation guide applicable to your platform (VNX5300, VNX5500, VNX5700, or VNX7500) to physically connect to your network. Each installation guide also directs you to proceed with the VNX Installation Assistant software and ESRS IP Client for VNX software that is on the VNX Installation Toolbox CD. 2. Use the VNX Installation Assistant software and online help to enable/configure email home connectivity (IP address of SMTP server for file). The related Configure ConnectHome email support online help refers to using Unisphere both to change email home connectivity and to manage ConnectHome, and also refers to the Configuring Events and Notifications on VNX for File technical module for more information. The Getting Started Guide for the VNX Installation Assistant directs you to install and configure the EMC ESRS IP Client for VNX. 3. Use Unisphere's online help to manage ConnectHome, which is used to configure Monitor station HTTPS, email, FTP, and modem for remote access. You can also use the VNX for file CLI for this purpose. 4. Use the EMC Secure Remote Support IP Client for VNX Requirements and Installation document to install the ESRS IP Client for VNX software on a monitor station. This document describes the ESRS IP Client for VNX. It also describes the regtool CLI utility and how to use it. 5. Use the ESRS IP Client for VNX software and online help to configure remote access to the file systems by means of the monitor station. Note: Although remote connectivity using a dial-up modem is supported, it is not recommended and its setup requires a RPQ process. EMC recommends using the ESRS communication infrastructure that can be automatically installed on the monitor station. VG2/VG8 installations Only trained EMC or EMC partner personnel should install and configure a VG2/VG8 gateway configuration. This includes the setup of remote connectivity to contact EMC Customer Service or a third-party service provider for problem resolution assistance. VNX and VNX for file installations 11

Configuring Note: ESRS IP Gateway 2.0 or later is supported as a remote connectivity and callhome solution for a VG2/VG8 gateway configuration; ESRS Gateway 1.x is not supported. 12 Problem Resolution Roadmap for VNX 7.0

3 Reporting To help expedite a problem resolution when you contact EMC Customer Service, support representative, or third-party service provider, be prepared to provide the following information: EMC Secure Remote Support IP Client for VNX on page 14 Contact information on page 14 Details about a problem that exists on page 14 Details about a new problem on page 14 VNX for block configuration information on page 16 VNX for file configuration information on page 16 VNX for file problem information on page 18 Problem Resolution Roadmap for VNX 7.0 13

Reporting EMC Secure Remote Support IP Client for VNX When you install the EMC Secure Remote Support (ESRS) IP Client for VNX, hereafter referred to in this document as ESRS IP Client for VNX, software on a monitor station, it monitors the operation of VNX for block and legacy (CX, CX3, CX4, and AX4-5 series) systems you specify for error events and automatically notifies your service provider of error events. It also provides a path for your service provider to use to securely connect to your monitored VNX for block and legacy systems. For VNX for file, the control station generates ConnectHome notifications for the associated system. When you install the ESRS IP Client for VNX software, it allows you to specify control stations that can connect to the monitor station and send ConnectHome notifications to your service provider. This software also provides a path for your service provider to use to securely connect to your specified VNX for file system through the associated control station. When you install the ESRS IP Client for VNX software, the ConnectHome information on the specified control stations is automatically configured. The Email, FTP, and Modem options are disabled when the Monitoring Station HTTPS option is enabled. In this case the ESRS IP Client for VNX communication infrastructure is used as the transport mechanism. During installation of the ESRS IP Client for VNX software, you also provide the necessary information for a contact person at your company who can answer technical questions and provide status information. For more information about ESRS IP Client for VNX, see EMC Secure Remote Support IP Client for VNX Requirements and Installation. Contact information You need to provide the following contact information: Your company name Your name Your telephone number and e-mail address Site ID number Contact person at your company for technical questions and status information (name, telephone number, and e-mail address) Details about a problem that exists Supply the existing case ID (if known). Details about a new problem Have you searched the EMC knowledge base for the exact error you are receiving on the system? 14 Problem Resolution Roadmap for VNX 7.0

Reporting Note: Before searching the knowledge base, run nas_checkup on the VNX for File system to help find a resolution faster. Do you have an internal reference number for this problem that you want EMC to associate with it in our tracking system? Has the system ever worked, or is this a new installation? Conditions under which the software worked properly. Is this the first time you are using this feature? Is this the first time the problem has occurred using this feature? If this problem occurred before, how long has it been between occurrences? And what were the circumstances? Were any changes made to the VNX or environment (including SAN, storage, or LAN) just before the problem occurred? What has been done already to troubleshoot the problem? Provide any results from tests. What error messages or problem symptoms is the system displaying? Provide any corresponding numbers (codes) and complete text of any messages (for example, Windows NT Event Viewer alerts) that appeared when the problem occurred that can help duplicate a complete view of the system environment. Is the problem known to be related to a particular VNX feature, function, or system component? Does the VNX have production data on it? A detailed description of the exact events leading up to the problem. (When did you detect the software was not working correctly? Was this related to any specific events at the time?) Are you able to reproduce the problem? Functions of the software you are running. How many users have the problem, and are they all part of the same network group? What is the current deployed configuration of the VNX architecture? VNX for file configuration information on page 16 describes the system configuration information. EMC needs to expedite VNX for file problem resolution and provide the command or location for obtaining this information. VNX for block configuration information on page 16 describes the system configuration information. EMC needs to expedite VNX for block problem resolution and provide the command or location for obtaining this information. Provide general storage environment information. VNX for file configuration information on page 16 describes the information. EMC needs to expedite problem resolution and provide the command or location for obtaining this information. Details about a new problem 15

Reporting Collect support information and logs. Problem information on page 18 provides details on collecting support and log information. Note: VNX System Operations provides information about VNX system logs. VNX for block configuration information Table 1 on page 16 lists the VNX for block configuration information. EMC needs to expedite problem resolution and provide the command or location for obtaining this information. Table 1. VNX for block storage environment information Storage environment information VNX for block product ID, serial number, and VNX operating environment software version Location or command From Unisphere, click the System List tab. From the naviseccli, type: getall [-host] From Unisphere, select the system and then click Properties. VNX for file configuration information Table 2 on page 16 lists the VNX for file configuration information. EMC needs to expedite problem resolution and provide the command or location for obtaining this information. Table 2. VNX for file storage environment information Storage environment information VNX ID, serial number, and VNX for file code software version VNX for file code software version Location or command From Unisphere, click the System List tab. From the CLI, type: nas_version -l And then type: server_version ALL From Unisphere, select the system and then select System > Hardware > Data Movers. Select the name of the Data Mover and click Properties. The version of the Data Mover appears in the Version field. 16 Problem Resolution Roadmap for VNX 7.0

Reporting Table 2. VNX for file storage environment information (continued) Storage environment information Backend storage Location or command Visually inspect the VNX cabinet to determine if the VNX for file is configured with a VNX for block or is attached to an EMC Symmetrix or VNX for block disk array. File-sharing protocol (NFS, CIFS, or multiprotocol) Type of SAN fabric components and connectivity Type of LAN infrastructure components and connectivity Provide the following information, as applicable to the problem: External Usermapper release level For Windows Usermapper hosts, use this command syntax: usrmap_svc -s -H <us rmap_home_dir> -c usrmap.cfg -v where: <usrmap_home_dir> = the directory where Usermapper files reside. For Linux or Solaris Usermapper hosts, type: usrmap_control -v Internal Usermapper release level Display the VNX for file software version on the Control Station by typing: nas_version -l or server_version -ALL MMC snap-in release levels VNX tools (EMC utilities) release levels Start Programs Celerra Tools About Celerra CIFS Management in the Celerra MMC software on your management PC. Readme text on the Control Station for the tools, or run the tool and check the output text. VNX for file configuration information 17

Reporting Table 2. VNX for file storage environment information (continued) Storage environment information Client OS release level Location or command On a UNIX machine, type: uname -a To view the service pack information, from a Windows system, select Start Run, and then run Winver. Client application and release level Tunable parameters For Windows applications, the release level is generally available from the Help About feature. For Data Mover parameters, use this command syntax: cat /nas/server/slot_<x>/param where: <x> = the Data Mover number. For global VNX for file parameters, type: cat /nas/site/slot_param VNX for file problem information For problems with Unisphere or the VNX for file, EMC recommends that before contacting the service provider or EMC for help, run log collection promptly. The sooner the collection script is run, the more likely that command output, logs, and dump files that can help correct the problem can be collected. The tasks for collecting problem information are: Run Log Collection and Automatic Transfer from Unisphere on page 20 Run Log Collection from the CLI on page 21 Use CLI options to perform script operations on page 24 details the command options available to perform script operations for VNX for file. Automatically collect and transfer logs The Automatic Collection and Transfer tool aids in troubleshooting and resolving system errors and other problems with the VNX for file that are configured to issue a call home. When VNX for file services are running, the collection script automatically runs in the background on the Control Station when needed to collect command output, logs, and dump 18 Problem Resolution Roadmap for VNX 7.0

Reporting files related to events that produce a CallHome. Examples of such events include Data Mover panics and Replication session failures. Note: As the script does not run during system installations and upgrades, it does not collect events that might occur during those operations. The tool produces zipped archive files of logs needed to analyze issues, and writes these files to /nas/var/emcsupport. This tool also collects Data Mover panic dumps when they occur with support materials. The Data Mover panic dumps are stored in the directory /nas/var/dump. After collecting logs and files, if the transfer script is enabled, the tool automatically transfers the collected data to EMC by using the configured transport mode (such as Monitoring Station HTTPS). By default, the transfer capability is disabled. A maximum of 460 MB is used for archiving log collections and a maximum of two Data Mover panic dumps. If the logs and dumps specified in the configuration file have reached the maximum, the tool deletes the oldest log to make room for new logs. However, the tool leaves old dumps in place, so those have to be manually deleted from the dump directory. When the tool successfully transfers a Data Mover panic dump to /nas/var/dump, it automatically clears the dump partition. If two dumps already exist in the dump area, the tool logs a message to sys_log, indicating that it cannot extract any further dumps to /nas/var/dump until unneeded dumps are manually deleted. The system logs contain entries each time a dump is transferred by the configured transport mode to EMC Customer Service. If the tool is invoked manually, the command output and any other important messages are logged in /nas/log/sys_log. Note: If the configuration file has used the entire serial number string to identify dumps, the location of the dump transfer might be truncated in sys_log. If this occurs, even though the system log might not report the complete transfer location, the transfer is successful, as recorded in the log. Administrator or root user privileges are needed to invoke the Automatic Collection and Transfer tool, which is run from the command line interface (CLI). You also might be asked by an EMC Customer Support Representative to run the tool to diagnose and solve system problems. Configuration file The first time the master script runs, it creates the configuration file /nas/site/automaticcollection.cfg. This file contains lines that set various parameters to manage the collection and transfer processes. For instance, it determines the location from which the files are transferred, and, in the case of FTP as the configured transport mode, it automatically sets the username and password for transfer files if the automatic transfer capability is enabled. If the configuration file is changed, the automatic collection script does not re-create it. In this case, to return to the default configuration file, rename or remove the edited configuration file from the system. However, apart from disabling the tool or changing the part of the file related to the transport mode configuration, EMC strongly recommends that you use the default values in this file. VNX for file problem information 19

Reporting Otherwise, it is possible that the tool could consume more Control Station resources than are necessary. The configuration file manages the following information: Whether to disable the automatic transfer capability. The number of dumps to retain in the /nas/var/dump directory. The default is 2. Indicates the current version of the tool. The number of simultaneous transfers allowed from the Control Station. The default is 2. The host IP address or URL for the configured transport mode of files. For FTP as the configured transport mode, the username and password of the administrator responsible for using the tool to transfer the files manually. For FTP as the configured transport mode, the remote directory for the FTP of files. Run Log Collection and Automatic Transfer from Unisphere The Log Collection and Automatic Transfer tool is a support feature in VNX for file. Log Collection is enabled by default. The system automatically collects and compresses logs and dumps when certain events are generated. Support materials, logs, and dumps are saved locally on the Control Station. You can also initiate on-demand log collection. In this case, only log information is collected. To initiate on-demand log collection: 1. Select the system. 2. Under Service Tasks, select Manage Log Collection. 3. In the dialog box that appears, click Collect. After collecting logs and files, you can configure the system to automatically transfer the collected data to EMC. The Automatic Transfer option is disabled by default. When you enable Automatic Transfer, the system will automatically transfer the support materials collected both logs and dumps from the Control Station to a preconfigured transport mode, such as FTP or Monitoring Station HTTPS. To enable automatic transfer: 1. Select the system. 2. Under Service Tasks, select Manage Log Collection. 3. In the dialog box that appears. select Enable Automatic Transfer and click Apply. 20 Problem Resolution Roadmap for VNX 7.0

Reporting Run Log Collection from the CLI You might be asked by an EMC Customer Support Representative to run the automatic collection script on the Control Station. To run the log collection script to create the support materials file, perform the following: 1. Log in to the control station as nasadmin and then switch (su) to root. 2. To run the script, type the complete path: Select /nas/tools/automaticcollection -getlogs 3. The script compiles the VNX for file support information into a compressed file and saves the file in the /nas/var/log directory. The file is given the name: support_materials_<serial number>.<yymmdd_hhss>.zip where: <serial number> = the serial number of the VNX for file. <yymmdd_hhss> = the date and the time the script was run. After creating the support materials file, contact the service provider or the EMC Customer Service Center for directions on how to deliver the file for analysis. Use CLI options to perform script operations on page 24 describes how to use the CLI options to perform several script operations. Disable Automatic Collection and Transfer tool To completely disable the Automatic Collection and Transfer tool, type: $/nas/tools/automaticcollection -disable -all An alternative method of disabling the entire tool is to edit the configuration file /nas/site/automaticcollection.cfg using a text editor such as vi, and uncomment the line containing the word OFF. The following is an example of a configuration file output: VNX for file problem information 21

Reporting Output [nasadmin@bulls-cs ~]$ cat /nas/site/automaticcollection.cfg # This is the configuration file for automaticcollection. # Anything after the # character on that line is ignored. Blank # lines are also ignored. Whitespace at the begining and end of each # line is also ignored. # To get back to the default configuration file, simply remove this 22 Problem Resolution Roadmap for VNX 7.0

Reporting Output # file (or rename it, of course), and a new one will be created the # next time automaticcollection runs. You may change this file if you wish, # and if you do so, automaticcollection will not recreate it. # However, you will not receive any updates to this file should you # choose to upgrade your control station software later. # Don't modify the following line unless instructed by authorized # service personnel. # OFF # Current version number VERSION 2 # Uncomment the following line to disable the transfer feature. # Disable # Uncomment the following line to control the number of copies of # panic dumps you would like to keep in /nas/var/dump directory. # We strongly suggest to keep the default value. The default is 2. # MaxCopyDump 2 # Uncomment the following line to control the number of simultaneous # transfer you will allow from the Control Station. The default is # 2, and it should not go any lower. # MaxTransfer 2 # The following configurations are used by the transfer process. # Please do not modify these unless instructed by authorized service # personnel. host ftp.emc.com user anonymous pass APM00055108049@emc.com VNX for file problem information 23

Reporting Output # Modify the following line to specify the remote directory where # the materials should be stored. The default is on the FTP server # /incoming/apm00055108049 directory. remote_directory /incoming/apm00055108049 Use CLI options to perform script operations This section describes the available options, regardless of whether you invoke them yourself or at the request of EMC Customer Service. You must have administrator privileges to use this tool. Consequently, be sure to log in to the Control Station as nasadmin before using this tool. Command options To display a list of Automatic Collection and Transfer tool command options, type: $/nas/tools/automaticcollection -help Table 3 on page 24 lists the Automatic Collection and Transfer tool s command options and descriptions. Table 3. Automatic Collection and Transfer tool command options Option -help -getlogs -filename <filename> -retrievedump -slot -local -transferlogs Description Displays the complete list of options. Runs the collection script which, when complete, causes the logs to be transferred if the transfer script is enabled. Includes additional information, such as the case number, in the filename. Extracts the most recent dump and then runs the transfer script for dumps if the transfer script is enabled. Indicates the number of the slot from which to retrieve the dump. Writes the dump to a local directory. Runs the transfer script for logs. The script reviews timestamps on all collected logs in /nas/var/log and then transfers the most recent set of logs in this partition. 24 Problem Resolution Roadmap for VNX 7.0

Reporting Table 3. Automatic Collection and Transfer tool command options (continued) Option -config -disable -enable -info Description Displays the current configuration. Turns off the transfer script. Turns on the transfer script. Checks the state of the transfer script. User examples The following examples describe the functions you are most likely to perform with the Automatic Collection and Transfer tool: To enable automatic transfer of file logs and dumps to EMC Customer Service, at the command prompt, type: $/nas/tools/automaticcollection -enable To disable automatic transfer of log files and dumps if they have been previously enabled, at the command prompt, type: $/nas/tools/automaticcollection -disable To completely turn off the Automatic Collection and Transfer tool, at the command prompt, type: $/nas/tools/automaticcollection -disable -all EMC Customer Service and support provider examples The following examples describe the functions you might perform if asked to do so by EMC Customer Service or an authorized support provider: To run the collection script for logs, at the command prompt, type: $/nas/tools/automaticcollection -getlogs To run the transfer script for dumps, at the command prompt, type: $/nas/tools/automaticcollection -retrievedump -slot <slot ID> To run the transfer script for logs, at the command prompt, type: $/nas/tools/automaticcollection -transferlogs To display the current configuration, at the command prompt, type: VNX for file problem information 25

Reporting $/nas/tools/automaticcollection -config To check the state of the transfer script, at the command prompt, type: $/nas/tools/automaticcollection -info 26 Problem Resolution Roadmap for VNX 7.0

4 Troubleshooting As part of an effort to continuously improve and enhance the performance and capabilities of its product lines, EMC periodically releases new versions of its hardware and software. Therefore, some functions described in this document may not be supported by all versions of the software or hardware currently in use. For the most up-to-date information on product features, refer to your product release notes. If a product does not function properly or does not function as described in this document, please contact your EMC Customer Support Representative. Topics included are: EMC E-Lab Interoperability Navigator on page 28 Reporting a problem on page 28 Error messages for Automatic Collection and Transfer tool on page 28 EMC Training and Professional Services on page 29 Problem Resolution Roadmap for VNX 7.0 27

Troubleshooting EMC E-Lab Interoperability Navigator The EMC E-Lab Interoperability Navigator is a searchable, web-based application that provides access to EMC interoperability support matrices. It is available on the EMC Online Support website at http://support.emc.com. After logging in, locate the applicable Support by Product page, find Tools, and click E-Lab Interoperability Navigator. Reporting a problem Problem reported to EMC is directed to an EMC Customer Support Representative who contacts the local (regional) EMC support team and arranges for onsite support, if necessary. The EMC Customer Service Center continues to work on the problem and provides periodic status updates through the local EMC support team while it resolves the problem. Send additional problem information To send additional case-related information to EMC Customer Service after the initial problem report, use: E-mail Contact EMC Customer Service for the e-mail address of the support representative assigned to the case. FTP Use FTP to send large amounts of data, such as system log files, to EMC for analysis. Using FTP, either push files out of the system to a destination, such as EMC, or place the files in a local system directory where they can be pulled in by the destination server. Please contact EMC Customer Service to discuss file transfer arrangements. Modem Use the attached serial modem to transmit event files to either EMC support centers or authorized service providers. Include the problem case ID and the name of the support representative assigned to the specific case in correspondence. Collect support information and logs to help correct the problem. Problem information on page 18 provides details on collecting support and log information. To receive additional status updates or to further escalate a problem, contact your local (regional) EMC Customer Service manager. Error messages for Automatic Collection and Transfer tool For VNX for file, all new event, alert, and status messages provide detailed information and recommended actions to help you troubleshoot the situation. To view message details, use any of the following methods: Unisphere software: 28 Problem Resolution Roadmap for VNX 7.0

Troubleshooting Right-click an event, alert, or status message and select to view Event Details, Alert Details, or Status Details. VNX CLI for file: Use the nas_message -info <message_id> command to retrieve the detailed information for a particular error. Celerra Network Server Error Messages Guide Use this guide to locate information about messages that are in the earlier-release message format. EMC Online Support website: Use the text from the error message s brief description or the message s ID to search the Knowledgebase on the EMC Online Support website. After logging in to http://support.emc.com, go to Support. EMC Training and Professional Services EMC Customer Education courses help you learn how EMC storage products work together within your environment to maximize your entire infrastructure investment. EMC Customer Education features online and hands-on training in state-of-the-art labs conveniently located throughout the world. EMC customer training courses are developed and delivered by EMC experts. Go to the EMC Online Support website at http://support.emc.com for course and registration information. EMC Professional Services can help you implement your system efficiently. Consultants evaluate your business, IT processes, and technology, and recommend ways that you can leverage your information for the most benefit. From business plan to implementation, you get the experience and expertise that you need without straining your IT staff or hiring and training new personnel. Contact your EMC Customer Support Representative for more information. EMC Training and Professional Services 29

Troubleshooting 30 Problem Resolution Roadmap for VNX 7.0

Index A Automatic Collection and Transfer tool command examples 25 command options 24 configuring 19 described 18 disabling 21 problem reporting 18 running from CLI 24 user command examples 25 C Customer Service FTP 28 problem reporting information 13 sending e-mail 28 E e-mail contact EMC 28 EMC Customer Service FTP 28 problem reporting information 13 sending e-mail 28 EMC E-Lab Navigator 28 ESRS IP Client sending ConnectHome notifications to EMC Customer Service 11 sending error events to EMC Customer Service 10 F FTP FTP (continued) sending files to EMC Customer Service 28 L log files automatic collection and transfer 19 problem reporting 19 N noncritical problem resolution 8 P problem reporting automatic collection and transfer of logs 19 collecting log files 19 providing contact information 14 sending additional information 28 problem resolution for noncritical problems 8 Release Notes 8 R release notes resolve problems 8 remote connectivity for VG2/VG8 gateway installations 11 for VNX and VNX for file 11 for VNX for block and legacy systems 10 S sending additional problem information e-mailing 28 Problem Resolution Roadmap for VNX 7.0 31

Index sending additional problem information (continued) FTP 28 name of support representative and case ID 28 problem case ID 28 storage environment information problem reporting 15 32 Problem Resolution Roadmap for VNX 7.0