Gathering information for technical support, Troubleshooting questions – HP StorageWorks 2.128 SAN Director Switch User Manual
Page 144
144 Troubleshooting
Gathering information for technical support
If you are troubleshooting a production system, you need to gather data quickly. As soon as a problem is
observed, perform the following tasks (if you are using a dual-CP system, run the commands on both CPs):
1.
Issue the
supportSave
command to save RASLOG, TRACE, and
supportShow
(active CP only)
information for the local CP to a remote FTP location.
On a dual-CP system, only the local CP information is saved and
supportShow
information is not
available on the active CP.
For details about the
supportSave
command, see ”
Viewing and saving diagnostic information
Setting up automatic trace dump transfers
2.
Issue the
pdShow
command to display data from a panic dump file.
The panic dump file contains information that might be useful to determine the cause of the system
panic.
3.
Issue the
saveCore
command to save or remove core files created by daemons.
For details about these commands, see the HP StorageWorks Fabric OS 5.x command reference guide.
Troubleshooting questions
Common steps to take and questions to ask when troubleshooting a system problem are the following:
1.
Determine the current Fabric OS level.
2.
Determine the switch hardware version.
3.
Determine whether the switch is operational.
4.
Answer the following impact assessment and urgency questions:
• Is the switch down?
• Is it a standalone switch?
• How large is the fabric?
• Is the fabric redundant?
5.
Run the
supportSave
command.
See ”
Viewing and saving diagnostic information
Setting up automatic trace dump
6.
Document the sequence of events by answering the following questions:
• What happened just prior to the problem?
• Is the problem reproducible?
• If so, what are the steps to produce the problem?
• What configuration was in place when the problem occurred?
7.
Determine whether a failover occurred.
8.
Determine whether security was enabled.
9.
Determine whether POST was enabled.
10.
Determine whether serial port (console) logs were available.
11.
Determine which CP blade was active. (This is applicable only to the Core Switch 2/64 and SAN
Director 2/128.)
12.
Determine what and when the last actions or changes were made to the system environment.
Use the following steps to retrieve as much of the informational items as possible before contacting the
SAN technical support vendor.
1.
Determine the following switch information:
• Serial number (located on the chassis)
• WWN (obtain using
licenseIdShow
or
wwn
commands)
• Fabric OS version (obtain using
version
command)
• Switch configuration settings
• Command
supportSave
output