ETERNUS SF Storage Cruiser User's Guide 13.2 - Solaris (TM) Operating System / Linux / Microsoft(R) Windows(R) -
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Appendix E Troubleshooting

This appendix explains the most common problems that might be encountered during ETERNUS SF Storage Cruiser operation. Further, it explains basic troubleshooting and also provides information on where to find further help.

E.1 Troubleshooting information

If a failure occurs in this product, the following troubleshooting information will be required:

  1. Information for initial investigation

    It is the information required for the initial analysis of problems.

    The size of data should be small so that it can easily be sent by email. Collect troubleshooting information immediately when a problem occurs. Sometimes, important information is lost over time.

  2. Information for further investigation

    The information for initial investigation can sometimes determine the cause of problems. However, some problems might require further, detailed troubleshooting information.

    Therefore, in case the cause of a problem cannot be determined from an initial investigation alone, it is required to collect more detailed information. Collect information for further investigation and submit it to Fujitsu technical staff if requested.



E.2 Information for initial investigation

When a system failure occurs, determine and analyze the cause of the problem as soon as possible.

This section explains information required for initial investigation.

 

+Advantage

The information used for initial problem analysis can be acquired immediately, and is small enough to be sent by email.

E.2.1 Collecting information from the administrative server (Solaris) 

Follow the procedures below to collect information on the administrative server.

  1. Collecting error code (swsagXXXX)

    If an error dialog box is displayed, make a note of the error code (swsagXXXX).

  2. Log in to the server with OS administrator permissions.

    OS administrator permissions (root) are required to execute the managersnap command.

  3. Execute the managersnap command.

    # /opt/FJSVssmgr/sbin/managersnap [-dir directory] <RETURN>

    Use the -dir option to specify the directory to store the information. If this option is not used, information will be saved to the /tmp directory.

  4. Submit the information to the Fujitsu technical staff.

E.2.2 Collecting information from the administrative server (Linux) 

Follow the procedures below to collect information on the administrative server.

  1. Collecting error code (swsagXXXX)

    If an error dialog box is displayed, make a note of the error code (swsagXXXX).

  2. Log in to the server with OS administrator permissions.

    OS administrator permissions (root) are required to execute the managersnap command.

  3. Execute the managersnap command.

    # /opt/FJSVssmgr/sbin/managersnap [-dir directory] <RETURN>

    Use the -dir option to specify the directory to store the information. If this option is not used, information will be saved to the /tmp directory.

  4. Submit the information to the Fujitsu technical staff.

E.2.3 Collecting information from the administrative server (Windows) 

For the administrative server of Windows OS, there is no command for collecting the troubleshooting information. The method for collecting information is as follows. Collect information directly by explorer or other tools.

  1. Collecting error code (swsagXXXX)

    If an error dialog box is displayed, make a note of the error code (swsagXXXX).

  2. Collecting trace log on administrative server

    Collect all files from the directory below. (including sub-directories)

  3. Collecting setting files for administrative server

    Collecting the files below.

E.2.4 Collecting information on managed server node (Solaris) 

  1. Login as the super user(root)

    Only OS administrator (root) user can execute this command.

  2. Execute the agentsnap command.

    # /opt/FJSVssage/sys/agentsnap [-dir directory] <RETURN>

    It is possible to specify a directory to store the information by choosing the -dir option.
    If the option is omitted, information will be stored in /tmp.

  3. Submit the file to Fujitsu technical staff.

E.2.5 Collecting information on managed server node (Windows) 

There is no command for collecting the troubleshooting information. The method for collecting information is as follows. Collect information directly by explorer or other tools. When collects files, please also get the information about the time to create/update the file and file's property.

  1. Collecting trace log on administrative server

    Collect all files from the directory below. (including sub-directories).

  2. Collecting setting files for administrative server

    Collecting the files below.

  3. Collecting windows event log by Event Viewer, which is a standard application of Windows.

    Run "Event Viewer", select [Action] - [Save Log File As], and save the following windows event log files.

  4. Submit the file to Fujitsu technical staff.

E.2.6 Collecting information on managed server node (Linux) 

  1. Login as the super user(root)

    Only OS administrator (root) user can execute this command.

  2. Execute the agentsnap command.

    # /opt/FJSVssage/sys/agentsnap [-dir directory] <RETURN>

    It is possible to specify a directory to store the information by choosing the -dir option.
    If the option is omitted, information will be stored in /tmp.

  3. Submit the file to Fujitsu technical staff.

E.2.7 Collecting information on managed server node (HP-UX) 

There is no command for collecting the troubleshooting information. The method for collecting information is as follows. Collect information directly by cp command.

  1. Collecting system log

    Collect all files from the directory below.

  2. Collect trace log on administrative server

    Collecting the files below. (including sub-directories)

  3. Collecting setting files for administrative server

    Collecting the files below. (including sub-directories)

  4. Collecting core file

    Collecting the files below. (if exists)

  5. Submit the file to Fujitsu technical staff.

E.2.8 Collect information about the client environment 

For ESC Client program, there is no command for collecting the troubleshooting information. The method for collecting information on client is as follows. Collect information directly by explorer or other tools.



  1. Collecting setting files for Client.

    Collecting the files below (including sub-directories)

    If the directory doesn't exist, there is no need to collect the files.

    <Windows Vista>

    <Non-Windows Vista>

  2. Collect a screen shot of the window at the time the trouble occurred.

    Perform the following on the client that troubleshooting information is being collected for.
    Press the Print Screen key, and then save the copy in a file format (e.g. bitmap file) after pasting the image on the clipboard with the edit tool.

  3. Collect the system version.

    Using the same method as in 4, obtain a hard copy of the OS, version level, and service pack.
    Select "My Computer" and then select [Properties] from the popup menu. Display the window of [General], and then take hard copies of each of the tabs.

  4. Submit the information to Fujitsu technical staff.

E.3 Information for further investigation

If it is not possible to determine the cause of the problem in the initial investigation, further detailed information may be needed.

This section explains how to collect required information to resolve the problem.

 

+Data feature

As there is various information required in order to determine the cause of the problem, the size of the data will be greater than that used for the initial investigation.

 

E.3.1 Collecting information from the administrative server (Solaris) 

Follow the procedures below to collect information on the administrative server.

  1. Log in to the server with OS administrator permissions

    OS administrator permissions (root) are required to collect the information.

  2. Use the fjsnap command to collect information. If for some reason fjsnap cannot be executed, execute the managersnap command to collect information.

    1. fjsnap command

      # /opt/FJSVsnap/bin/fjsnap -a output <RETURN>

      Replace the variable 'output' with the name of the output medium or specific file name to store the collected information.

    2. managersnap command

      # /opt/FJSVssmgr/sbin/managersnap [-dir directory] -all <RETURN>

      Use the -dir option to specify the directory to store the information. If this option is not used, information will be saved to the /tmp directory.

  3. Submit the collected investigation resources to Fujitsu technical staff.

E.3.2 Collecting information from the administrative server (Linux) 

Follow the procedures below to collect information on the administrative server.

  1. Log in to the server with OS administrator permissions

    OS administrator permissions (root) are required to collect the information.

  2. Execute the fjsnap and managersnap commands to collect information.

    If the fjsnap command cannot be used for some reason, the managersnap command can be used on its own.

    1. fjsnap command

      # /opt/FJSVsnap/bin/fjsnap -a output <RETURN>

      Replace the variable 'output' with the name of the output medium or specific file name to store the collected information.

    2. managersnap command

      # /opt/FJSVssmgr/sbin/managersnap [-dir directory] -all <RETURN>

      Use the -dir option to specify the directory to store the information. If this option is not used, information will be saved to the /tmp directory.

  3. Submit the collected investigation resources to Fujitsu technical staff.

E.3.3 Collecting information from the administrative server (Windows) 

For ESC Windows Manager program, there is no command for collecting the troubleshooting information. Collect information by the following procedures.

  1. Collect the information which is required by Fujitsu technical staff.

  2. Submit the file to Fujitsu technical staff.

E.3.4 Collecting information on managed server node (Solaris) 

For this method, execute the agentsnap command on the managed server node.

  1. Login as the super user(root)

    Only OS administrator (root) user can execute this command.

  2. Execute agentsnap command.

    # /opt/FJSVssage/sys/agentsnap [-dir directory] -all <RETURN>

    It is possible to specify a directory to store the information by choosing the -dir option.
    If the option is omitted, information will be stored in /tmp.

  3. Submit the file to Fujitsu technical staff.

E.3.5 Collecting information on managed server node (Windows) 

For ESC Windows Agent program, there is no command for collecting the troubleshooting information. Collect information by the following procedures.

  1. Collect the information which is required by Fujitsu technical staff.

  2. Submit the file to Fujitsu technical staff.

E.3.6 Collecting information on managed server node (Linux) 

  1. Login as the super user(root)

    Only OS administrator (root) user can execute this command.

  2. Execute agentsnap command.

    # /opt/FJSVssage/sys/agentsnap [-dir directory] -all <RETURN>

    It is possible to specify a directory to store the information by choosing the -dir option.
    If the option is omitted, information will be stored in /tmp.

  3. Submit the file to Fujitsu technical staff.

E.3.7 Collecting information on managed server node (HP-UX) 

For ESC HP-UX Agent program, there is no command for collecting the troubleshooting information. Collect information by the following procedures.

  1. Collect the information which is required by Fujitsu technical staff.

  2. Submit the file to Fujitsu technical staff.

E.3.8 Collect information about the client environment 

For ESC Client program, there is no command for collecting the troubleshooting information. Collect information by the following procedures.

  1. Collect the information which is required by Fujitsu technical staff.

  2. Submit the file to Fujitsu technical staff.

E.4 Configuration management functionality 

The actions to be taken for problems related to configuration management functionality are shown below.

E.4.1 The device cannot be detected 

+Phenomenon

Message swsag0018 ("The selected IP device cannot be found.") is displayed and the device cannot be registered.

+Action

E.4.2 The Fibre Channel card (HBA) is not displayed 

+Phenomenon

The server node Fibre Channel card (HBA) is not displayed.

+Action

E.4.3 If the device cannot communicate

+Phenomenon

The device cannot communicate or a timeout occurs

+Action

E.4.4 The access path displays an ERROR (red) 

+Phenomenon

The access path displays an ERROR (red)

+Action

E.4.5 The device displays a WARNING (yellow) or an ERROR (red) 

+Phenomenon

The device displays a WARNING (yellow) or an ERROR (red)

+Action

E.4.6 Managing cascaded Fibre Channel switches (SN200) 

+Phenomenon

Managing cascaded Fibre Channel switches (SN200)

+Action

To manage cascaded Fibre Channel switches (SN200), register all cascaded switches in this product. If all of the switches are not registered, the SAN environment cannot be managed correctly. For example, Fibre Channel switch information cannot be displayed correctly.

For details about dealing with problems that occur when all cascaded switches are registered correctly, refer to "4.3.1.2 Problem-handling (FAQ)".

E.4.7 The setting of the access path fails 

+Phenomenon

The setting of the access path fails.

+Action

E.5 Performance management functionality

The actions to be taken for problems related to performance management functionality are shown below.

E.5.1 Cannot register devices in the performance management window (swsag0609) 

+Phenomenon

When the device icon is moved to the performance management window from the resource management screen using the Drag & Drop method and the message swsag0609 ("Uncompleted to register the device %IP ADDRESS% ") is displayed.

+Action

The message swsag0609 will appear if the configuration file for the target device cannot be found or read. Follow the procedure below to create the configuration file.

  1. Select the target device name in the performance management window tree.

  2. Execute [Device] - [Create Device Configuration File] form the performance management window menu bar.

If the creation of the configuration information file fails, check the state of the device or network according to the following procedure.

E.5.2 Performance monitoring does not recover from the recovery state 

+Phenomenon

Performance monitoring does not recover from the recovery state.

Note: "recovery state" means that the P mark at the top right of the device icon in the resource management screen is yellow.

+Action

Take one of the following actions:

E.5.3 Cannot display the performance graph (after the device configuration is modified) 

+Phenomenon

The device configuration information is modified using [Device] - [Create Configuration Device File] from the performance management window menu bar, but the performance information for a LUN that has been added or has had its configuration modified cannot be displayed.

+Action

Performance information cannot be displayed because the performance monitoring process cannot read or access the new configuration information.

Update the new device configuration information for performance monitoring by following the procedures in "7.2.11 Updating configuration information".

E.5.4 Cannot display the performance graph 

+Phenomenon

Performance information for the date and time on which performance monitoring was performed cannot be displayed as a graph.

+Action

Take one of the following actions:

E.6 Linkage with other software 

E.6.1 Cannot display performance information in Systemwalker Service Quality Coordinator 

+Phenomenon

Performance monitoring information in Systemwalker Service Quality Coordinator is not displaying, even though monitoring has been started from the resource management screen.

+Action

If performance management information is displaying in the performance management window, check Systemwalker Service Quality Coordinator settings. If not, follow the procedures in "E.5 Performance management functionality"..

E.7 Installation and uninstallation 

E.7.1 [Windows Version] Cannot uninstall ETERNUS SF Storage Cruiser 

+Phenomenon

While uninstalling [Windows Version] ETERNUS SF Storage Cruiser (manager or client or agent) using with <Add or Remove Programs> dialog, it is not uninstalled with error dialog that displays "Error reading setup initialization file"

+Action

Insert the ETERNUS SF Storage Cruiser program CD-ROM, execute setup.exe that was used to install.

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