symantec™ siem 9700 series appliances wbt/siem … · functional areas within symantec to answer...

Symantec™ SIEM 9700 Series Appliances

Hardware Troubleshooting Guide

Release 1.0

Symantec™ SIEM 9700 Series Appliances: Hardware Troubleshooting Guide

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Last updated: September 6, 2011.

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Error messages and log files

Troubleshooting that was performed before contacting Symantec

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Contents

Figures ............................................................................................................................................. 8 Tables ............................................................................................................................................... 8

Chapter 1 About this guide ............................................................................... 11

Introducing this guide ............................................................................................................... 11 Intended audience ....................................................................................................................... 11 Product documentation ............................................................................................................. 12

Chapter 2 SIEM 9700 Series appliances description ......................................... 13

SIEM 9700 Series appliance components ............................................................................ 13 Control panel ....................................................................................................................... 15 SIEM 9700 Series appliance front view ...................................................................... 16 SIEM 9700 Series appliance rear panel ....................................................................... 17 SIEM 9700 Series appliance Symantec Remote Management ............................. 18 SIEM 9700 Series appliance rack mounting .............................................................. 18 SIEM 9700 Series appliance chassis covers ............................................................... 19

Chapter 3 General fault diagnosis ..................................................................... 21

Basic principles ............................................................................................................................ 21 Troubleshooting processes ....................................................................................................... 22

Check and record LED indicator status ...................................................................... 22 Read the control panel ...................................................................................................... 23 Observe and analyze fault symptom(s) ........................................................................ 23

Chapter 4 Troubleshooting scenarios ............................................................... 25

Faults types ................................................................................................................................... 25 Hardware faults .................................................................................................................. 25

Hardware cannot be powered on ............................................................................................ 26 Possible causes .................................................................................................................... 27 Procedure ............................................................................................................................. 27

Memory capacity has decreased .............................................................................................. 28 Symptom .............................................................................................................................. 28 Procedures ........................................................................................................................... 28

Disk status LED is red .............................................................................................................. 28 Symptom .............................................................................................................................. 29 Possible Causes ................................................................................................................... 29 Procedure ............................................................................................................................. 29

8 Contents

All disks cannot be scanned ..................................................................................................... 29 Possible Causes .................................................................................................................. 30 Procedure ............................................................................................................................ 30

Fan On/Alarm LED is red or other data indicates fan problems ................................ 31 Symptoms ............................................................................................................................ 31 Possible Causes .................................................................................................................. 32 Procedure ............................................................................................................................ 32

Power module problems ........................................................................................................... 33 Symptom .............................................................................................................................. 33 Possible Causes .................................................................................................................. 34 Procedure ............................................................................................................................ 34

SIEM 9700 Series appliance system-induced power-off ................................................. 35 Symptom .............................................................................................................................. 35 Possible causes ................................................................................................................... 36 Procedure ............................................................................................................................ 36

System Alarm/Location indicator is on .............................................................................. 38 Symptoms ............................................................................................................................ 38 Alarm Information ............................................................................................................ 38 Possible Causes .................................................................................................................. 39 Procedure ............................................................................................................................ 39

Figures SIEM 9700 Series appliance chassis (top, external view) .................................................................................... 13 SIEM 9700 Series appliance components ................................................................................................................. 14 SIEM 9700 Series appliance mainboard components ........................................................................................... 14 SIEM 9700 Series appliance control panel LEDs .................................................................................................. 15 SIEM 9700 Series appliance front .............................................................................................................................. 16 SIEM 9750 appliance rear panel ................................................................................................................................. 17 Troubleshooting flowchart ........................................................................................................................................... 22 Location of the disk status LEDs ................................................................................................................................ 29 SIEM 9700 Series appliance on/off button .............................................................................................................. 32 SIEM 9700 Series appliance power modules ........................................................................................................... 34 Power supply module components ............................................................................................................................. 40

Tables SIEM 9700 Series appliances documentation set ................................................................................................... 12 NIC port LED indications............................................................................................................................................. 18 SIEM 9700 Series appliance Status LEDs ............................................................................................................... 26 SIEM 9700 Series appliance power module on/alarm LED ............................................................................... 27 Alarm information ........................................................................................................................................................... 37 Alarm information ........................................................................................................................................................... 38

Chapter 1

About this guide

Introducing this guide This document provides detailed instructions for troubleshooting hardware issues related to the SIEM 9700 Series appliances.

Intended audience This document describes maintenance items of the SIEM 9700 Series appliances in terms of maintenance purpose, period, standards, and procedure.

This document is intended for:

technical support engineers

System maintenance engineers

12 About this guide

Product documentation

Product documentation The table below lists the available documentation.

SIEM 9700 Series appliances documentation set

Document

Hardware Installation Guide

Product Description

Hardware Troubleshooting Guide

Safety Guide

Maintenance Guide

Chapter 2

SIEM 9700 Series appliances description

This chapter describes the main features of the SIEM 9700 Series appliances, including physical descriptions and features.

SIEM 9700 Series appliance chassis (top, external view)

SIEM 9700 Series appliance components This section helps you identify the components of your device. You can also use the reference information provided on the inside of the chassis cover.

14 SIEM 9700 Series appliances description

SIEM 9700 Series appliance components


Letter Description

A Disk Carriers (qty 8, labeled 0 through 7 from left to right)

B DVD ROM

C Control Panel

SIEM 9700 Series appliance mainboard components



15

Control panel The front right side of the SIEM 9700 Series appliance contains a control panel. The On/Off switch for the device is located in the center of the control panel.

SIEM 9700 Series appliance control panel LEDs

Letter LED Indications

A Hard disk activity

Flashing green indicates hard disk activity.

No light indicates no hard disk activity.

B NIC 1 activity

Solid green light indicates a link between the system and the network.

Flashing green indicates network activity.

C NIC 2 activity Solid green light indicates a link between the system and the network.

Flashing green indicates network activity.

D System Status Solid green indicates normal operation.

Flashing green indicates abnormal performance.

Flashing amber indicates a non-critical condition.

Solid amber indicates a critical or non-recoverable condition.

No light indicates POST is running or the system is off.

E Power/Sleep Continuous green light indicates the system has power applied to it or the system is is S0 state.

Flashing green indicates the system is in sleep or ACPI S1



Letter LED Indications state.

No light indicates the power is off or the system is in ACPI S4 or S5 state.

F System Identification

Solid blue indicates system identification is active.

Off when system identification is activate.

SIEM 9700 Series appliance front view The SIEM 9700 Series appliance is 2U high and contains 10 disk drives that have a 2.5” form factor. Eight of the ten drives are accessible from hard disk drive bays. There are two 120 GB internal, highly-available flash storage drives for the operating system and one DVD-ROM drive.

SIEM 9700 Series appliance front

Letter Description

A 2.5” Hard Disk Drive Bays (qty 8)

B DVD ROM

Notes:

Drive Bay Addresses are 0-7 starting from the left.

Each drive has 2 LEDS, one red and one green.

The green LED flashes when drive activity occurs and is lit when no activity occurs.



17

The red LED is lit when drive faults occur.

Drives can consume up to 17 watts of power each. Drives must be specified to run at a maximum ambient temperature of 45°C.

Bezels The optional front bezel is made of molded plastic and provide a snap-on design that allows for maximum airflow through the server system. The bezel provides a lock to secure the hard drives, peripheral devices and the control panel.

SIEM 9700 Series appliance rear panel

SIEM 9750 appliance rear panel

Letter Description

A Low Profile PCI Express Add-in Card Slots (qty 2)

B Full-height PCI Add-in Card Slots (qty 3)

C Upper Power Supply Module

D Upper Power Receptacle

E Lower Power Receptacle

F Lower Power Supply Module

G I/O Expansion Module (Not Supported)

H Remote Management Module NIC

I NIC 2 Ethernet port



Letter Description

J NIC 1 Ethernet port

K USB port

L USB port

M DB-9 Serial B Connector

N VGA Video

O RJ-45 Serial A Connector

NIC port LED indications

LED State Indications

Left Off No network connection

Solid amber Network connection in place

Flashing amber Transmit/receive activity

Right Off 10 Mbps connection (if left LED is on or flashing)

Solid amber 100 Mbps connection

Solid green 1000 Mbps connection

SIEM 9700 Series appliance Symantec Remote Management Symantec Remote Management lets you securely gain remote access and control the SIEM 9700 series appliance from any computer on the network. Symantec Remote Management lets you access the console of the SIEM 9700 series appliance (normally accessed through an attached keyboard and monitor), control the power state, and monitor the state of the hardware.

SIEM 9700 Series appliance rack mounting The SIEM 9700 Series appliance should be mounted into a rack with the toolless guide rails provided with the device. These rails are installed into a standard (19 inches by up to 30 inches deep) EIA-310D compatible rack cabinet.

When installing the system into a rack, it is recommended that you install systems from the bottom of the rack first, and work towards the top.



19

SIEM 9700 Series appliance chassis covers The SIEM 9700 Series appliance must be operated with the chassis cover in place to ensure proper air flow and cooling.

Chapter 3

General fault diagnosis

This chapter describes general principles of diagnosing faults.

Basic principles

Troubleshooting process

Basic principles You must comply with the following principles during troubleshooting:

Troubleshoot the peripheral devices first.

Peripheral units include fibres, network cables, external devices such as computers or monitors, and power sockets.

When analyzing alarms, first determine the severity and scope of impact.

Are the alarms critical/major or non-urgent/minor?

Does the issue occur on an individual module or multiple modules?

Analyze high-level alarms first, such as critical and major alarms.

Next analyze low-level alarms, such as minor and non-urgent warning alarms.

Analyze global alarms first, those that affect more than one module or area.

Next, analyze individual alarms.

22 General fault diagnosis

Troubleshooting processes

Troubleshooting processes This section describes general troubleshooting processes.

Troubleshooting flowchart

Check and record LED indicator status You can visually check and record the LED indicator status to locate a faulty module before performing more detailed analyses. LEDs on the front and rear panels of the SIEM 9700 Series appliance provide immediate information that you can use to assess any issues.

General fault diagnosis

Troubleshooting processes

23

Read the control panel The control panel of the SIEM 9700 Series appliance is on the upper right side of the front panel. It provides basic system information via LEDs, plus detailed messages that you can scroll through to obtain insight into issues regarding the device.

Observe and analyze fault symptom(s) Observing and analyzing fault symptoms is the process of finding out the actual cause for a fault among many possible causes. By analyzing and comparing all possible causes, then ruling out the impossible and improbable factors, you can determine the actual problem.

When encountering faults that are difficult to diagnose, you can contact technical support. You should collect and record as much detailed fault information prior to contact.

Chapter 4

Troubleshooting scenarios

This chapter describes the troubleshooting process, fault analysis, and common methods for troubleshooting SIEM 9700 Series appliance.

Note: Opening the chassis cover is not supported.

Faults types Usually, faults fall into two categories in terms of fault location; hardware and software.

Hardware faults Hardware cannot be powered on or accessed

Memory capacity has decreased

Disk status LED is red

All disks cannot be scanned

Fan On/Alarm LED is red

Power module problems

System-induced power off

System Alarm/Location indicator is on

Hardware cannot be powered on Two LEDs on the control panel on the front of the SIEM 9700 Series appliance show system and power status. If the system status indicator is off, the device is not powered on.

SIEM 9700 Series appliance Status LEDs

Letter LED Indications

A System Status

Solid green indicates normal operation.

Flashing green indicates degraded performance.

Solid amber indicates a critical or non-recoverable condition.

Flashing amber indicates a non-critical condition.

No light indicates POST is running or the system is off.

B Power/Sleep

Continuous green light indicates the system has power applied to it or the system is S0 state.

Flashing green indicates the system is in sleep or ACPI S1 state.

No light indicates the power is off or the system is in ACPI S4 or S5 state.

Two power modules are included in the SIEM 9700 Series appliance. The rear panel of the device contains one AC power socket and one LED per power module.

SIEM 9700 Series appliance power module on/alarm LED

Possible causes The AC power plug is not inserted properly.

Main AC power is not supplied.

Procedure

Cause 1: The power plug is not inserted properly 1. Reconnect the plug.

2. Check the status of the power on/alarm indicator.

• If the power on/alarm indicator is flashing green, power to the device is active. If the system power indicator is on, the fault is removed.

• If the power on/alarm indicator is amber, a power module alarm occurs.

3. If the power on/alarm indicator is still off, check other components for further analyses.

Cause 2: Power is not supplied 1. Connect the SIEM 9700 Series appliance AC power cables to another

external power source.

2. Check the status of the power running/alarm indicator.

• If the power on/alarm indicator is flashing green, power on the device. If the system power indicator is on, the fault is removed.

• If the power on/alarm indicator is amber, a power module alarm occurs on a power module.

• If the power on/alarm indicator is still off, contact technical support.

3. If the power is still off, contact technical support.

Memory capacity has decreased

Symptom The memory capacity detected during BIOS booting is less than the actual memory capacity.

Procedures Contact technical support.

Disk status LED is red The SIEM 9700 Series appliance contains eight disk bays. Each bay can hold one disk module, which includes one disk carrier and one disk drive. The carrier and its disk drive are labeled 0 to 7, from left to right. All drives are hot-swappable. Slot 7 is reserved as a spare. Slots 0 to 6 are intended for use with RAID cards, forming a RAID 5 group.

Each module has two LEDs, one red and one green.

The green LED flashes when disk drive activity occurs and is solid green when no activity occurs.

A red LED indicates a fault.

Symptom The disk status LED is red on one or more disk modules.

Location of the disk status LEDs

Possible Causes

The disk module is faulty

Procedure

The disk is faulty Contact technical support.

All disks cannot be scanned The SIEM 9700 Series appliance contains eight disk bays. Each bay can hold one disk module, which includes a disk carrier and a disk drive.

This section describes how to troubleshoot the SIEM 9700 Series appliance when every disk module cannot be scanned by the MSM monitoring interface.

Possible Causes Cause 1: The disk module is not inserted properly

Cause 2: The disk module is faulty

Cause 3: The internal mini SAS cable is not inserted properly

Procedure

Cause 1: The disk module(s) is not inserted properly 1. Remove the disk module that shows a red or off (not lit) LED.

2. Inspect the outside of the module. Look for any signs of damage, loose parts, or other abnormalities.

3. Repair or replace any problem areas.

4. Inspect the bay that housed the module for any signs of damage, loose parts or other abnormalities.

5. Correct any problems.

6. Reinsert the disk module(s), making sure that it fits correctly.

7. On the system monitoring interface, check whether all disks can be detected.

8. Wait for some time (can be several hours) after inserting a new disk module for the system to rebuild and then check the disk status indicator.

• If all disks can be scanned and the LED is normal, the fault is removed.

• If the fault persists, check other components for further analyses.

Cause 2: The disk module is faulty Contact technical support.

Cause 3: The mini SAS cable is not installed properly

Before troubleshooting, execute the shutdown command through the operating system to power off the SIEM 9700 Series appliance and peripherals. Disconnect the SIEM 9700 Series appliance from power sources and all peripheral devices before removing hardware from the rack.

1. Remove the SIEM 9700 Series appliance from the rack cabinet and place it on a level, ESD preventive surface.

2. Remove the chassis cover.

3. Check the cable, making sure it is secure.

4. Replace the chassis cover securely.

5. Replace the SIEM 9700 Series appliance into the rack.

6. Replace all peripheral connections and power cables.

7. Restart the device.

8. On the system monitoring interface, check whether all disks can be detected.

• If all disks can be scanned, the fault is removed.

• If the fault persists, contact technical support.

Fan On/Alarm LED is red or other data indicates fan problems

The control panel on the front of the SIEM 9700 Series appliance displays fan status. If a problem is indicated, contact technical support. A green LED indicates normal operation. A red LED indicates a problem.

Symptoms Control panel readout indicates fan problems

Device management screens indicate fan problems.

Possible Causes

Cause 1: The power is not turned on

Cause 2: The fan module or the connection cables are not properly connected

Cause 3: The cable connecting the mainboard and the power conversion board is not properly connected

Cause 4: The fan(s) are faulty

Procedure

Cause 1: The power is not turned on Fans are powered by the SIEM 9700 Series appliance power. Therefore, if the main power is off, the fan on/alarm indicator is red.

1. Power off the entire system through the management interface.

2. Verify that peripherals are shut down.

3. Verify that the two power cables on the rear of the SIEM 9700 Series appliance are securely plugged into functioning main AC power sources such as wall outlets.

4. On the control panel on the front of the device, press the on/off button.

SIEM 9700 Series appliance on/off button

5. Wait a minute or two until the device is powered up.

6. Obtain Fan status from the Control Panel.

• If the status shows fans are operating normally, the fault has been removed.

• If the status continues to show fan faults, check other components for further analyses.

Cause 2: The fan connection cables are not properly connected Contact technical support.

Cause 3: One or more fans are faulty Contact technical support.

Power module problems There are two AC main power supply modules in the SIEM 9700 Series appliance. You can see both modules on the rear panel, right side, of the device. One module sits horizontally on top of the other module. Each module has an AC connector/socket, an LED, and two fans. A green LED indicates normal operation. This section describes how to troubleshoot the system when power supply module problems occur.

Definition: The term “protection” refers to a power supply that has shut down or locked up in order to protect itself and other components connected to the device. A short-circuit, voltage overload or power surge can cause self-protection.

Symptom The power on/alarm LED indicator is amber.

SIEM 9700 Series appliance power modules

Possible Causes

Cause 1: The power module fails

Cause 2: The power module is protected

Procedure Cause 1: One or two power modules fail

1. Determine whether one or two power supply modules have an amber LED. If a power module is not functioning properly, contact technical support.

• If the indicator of one module is amber while the other module’s LED is green, SIEM 9700 Series appliance function is normal although data/operate is at risk if the second module fails.

• If both indicators are amber, proceed with Cause 2.

Cause 2: The power supply is protected 1. Unplug the power cords of all power supplies and contact technical

support.

Do not power-on the SIEM 9700 Series appliance if power supply issues are not resolved. Damage to the device may result.

SIEM 9700 Series appliance system-induced power-off

Definition: The terms “protection or protected” refer to a power supply that has shut down or locked up in order to protect itself and other components connected to the device. A short-circuit, voltage overload or power surge can cause self-protection.

Symptom When the device is running, it may be powered off incorrectly or inadvertently. The control panel and/or the LEDs on the power modules in the rear panel of the SIEM 9700 Series appliance may display a fault.

Possible causes

Cause 1: AC power input to the power module is incorrect

Cause 2: The power module is faulty or in protection mode

Cause 3: The CPU is in over-temperature protection mode

Procedure

Cause 1: AC input to the power supply module is incorrect

Note: There are two power modules in each SIEM 9700 Series appliance, each with an AC main power socket and an on/alarm indicator. These instructions assume that each power module will be tested.

1. Check whether the power/sleep indicator on the control panel on the front of the SIEM 9700 Series appliance and the on/alarm LED near each AC power socket on the rear panel of the SIEM 9700 Series appliance are off.

2. If the two LEDs are off, remove and reinsert the AC power plug.

• If the power/alarm LED flashes green, the abnormal power-off was caused by a loose plug connection.

• If the power and on/alarm LEDs are still off, it is possible that AC power to the equipment room is faulty. In this case, contact the customer for resolution.

• If the equipment room power is normal, the power module is faulty.

3. If the power/alarm indicator is amber, check the other power supply for further analyses.

4. If both the LEDs are amber, contact technical support.

Cause 2: The power module is faulty or in protected mode 1. Check whether the power status LED and the alarm LED are amber.

2. If both the LEDs are amber, contact technical support.

3. If only one LED is amber, check other components for further analyses.

Cause 3: The CPU is in over-temperature protection mode 1. In the monitoring interface, check the alarm list.

2. If an alarm about the CPU over-temperature displays, several problems may be causing this alarm:

• Improper installation or damage of air duct

• Fan failure

3. Room temperature abnormality (room temperature should be between 10 and 35C (50 - 95F)

Follow the instructions in the next sections to determine the cause of over-temperature protection mode.

Fan failure If alarms in the monitoring systems indicate fan problems or high temperatures at the air intake vent, make sure room air cooling is adequate.

Temperature abnormality Several problems may lead to high (great than 35C) temperatures of the device. Thoroughly check all aspects of the rack environment.

Make sure no other equipment are overly warm and close to the devices.

Make sure room temperature is within specifications.

Make sure AC power to the device is correct.

When the system alarm/location indicator is on and red, the alarm information is displayed on the ISM monitoring interface.

Alarm information

Classification Type Device Description

Overtemperature of the CPU core

Temperature CPU Temperature is not critical yet but is approaching the upper limit of the range.

Overtemperature of the air intake of the chassis

Temperature Chassis air intake

Temperature is not critical yet but is approaching the upper limit of the range.

Fan module absence Cooling device Fan Device absent

Investigate other possible problems

1. Make sure the front and back of the SIEM 9700 Series appliance are clear of any obstructions so that air can flow easily from front to back.

2. Verify that room temperature is within specifications.

3. Verify that any equipment near the device is at normal temperature.

4. If high temperatures or alarms persists, contact technical support.

System Alarm/Location indicator is on

Symptoms The system alarm/location LED on the control panel on the front panel of the

SIEM 9700 Series is on.

A system management alert/alarm is displayed.

Alarm Information When the system alarm/location indicator is on and red, the alarm information is displayed on the ISM monitoring interface.

Alarm information

Classification Type Device Description

Overtemperature of the CPU core

Temperature CPU Temperature is not critical yet, but is approaching the high end of the maximum range.

Overtemperature of the air intake of the chassis

Temperature Air intake of the chassis

Temperature is not critical yet, but is approaching the high end of the maximum range.

Power supply absence

Power Supply Power device Failure detected

Fan module absence Cooling Device Fan Device absent

Chassis impaired Physical integrity Chassis General chassis impairment

Possible Causes

Cause 1: Alarm caused by environmental abnormality

Cause 2: CPU-related alarm

Cause 3: Memory-related alarm

Cause 4: Power module-related alarm

Cause 5: One or multiple fans are absent or faulty

Procedure 1. Log in to the ISM to check alarms.

2. Note the alarms showing faults or problems and address them in order of severity.

3. Follow the instructions below to determine and correct problems.

Cause 1: Alarm caused by environmental abnormality 1. For alarms caused by environment abnormalities in the equipment room,

such as over-/low-temperature and over-/low-current, examine the environmental conditions in the equipment room and adjust them as necessary.

2. Verify that the equipment room meets temperature specifications for the SIEM 9700 Series appliance.

3. Make sure the front and back of the SIEM 9700 Series appliance are clear of any obstructions so that air can flow easily from front to back.

4. Verify that any equipment near the device is at normal temperature.

5. If the fault persists, contact technical support.

Cause 2: CPU-related alarm 1. Alarms caused by CPU or installation faults require you to contact

technical support.

Cause 3: Memory-related alarm Alarms caused by memory faults or installation problems require you to contact technical support.

Cause 4: Power supply module alarm There are two power supply modules, accessed from the rear panel of the SIEM 9700 Series appliance. You must examine both modules to determine the cause of the alarm.

Power supply module components

1. Check the On/Alarm LED indicator for each power supply module.

• If the on/alarm indicator is off, AC input to the power supply module is abnormal, possibly due to a loose plug or abnormal power source in the equipment room.

• If the on/alarm indicator is amber, at least an alarm occurs to the power supply module.

• If the on/alarm indicator is green, the power supply module is operating normally.

2. Reinsert the power cable and check the status of the on/alarm indicator.

• If the on/alarm indicator flashes green, the fault was caused by a loose plug connection and has been resolved.

• If the on/alarm indicator is still off, the fault may be caused by abnormal AC power in the equipment room. In this case, inform the customer for resolution.

Cause 5: Power supply or power supply fan issues For issues with the power supply, contact technical support

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