Hardware Troubleshooting Guide - Cornerstone OnDemand · The following table lists the product...

Symantec Corporation

NetBackup 5020

Release 1.2

Hardware Troubleshooting Guide

Issue 01

Date 2010-12-10

Part Number


Symantec provides customers with comprehensive technical support and service. For any assistance, please contact our local office or company headquarters.


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Website: http://www.symantec.com

Copyright © Symantec Corporation.2010. All rights reserved.

No part of this document may be reproduced or transmitted in any form or by any means without prior written consent of Symantec Corporation.

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and other Symantec trademarks are trademarks of Symantec Corporation.

All other trademarks and trade names mentioned in this document are the property of their respective holders.

Notice

The purchased products, services and features are stipulated by the contract made between Symantec

and the customer. All or part of the products, services and features described in this document may not be

within the purchase scope or the usage scope. Unless otherwise specified in the contract, all statements,

information, and recommendations in this document are provided "AS IS" without warranties, guarantees or

representations of any kind, either express or implied.

The information in this document is subject to change without notice. Every effort has been made in the

preparation of this document to ensure accuracy of the contents, but all statements, information,

andrecommendations in this document do not constitute the warranty of any kind, express or implied.

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NetBackup 5020

Hardware Troubleshooting Guide Contents

Issue 01 (2010-12-10) Symantec Corporation i

Contents

About This Document .......................................................................................................... A.1.1-1

1 Safety Precautions ...................................................................................................................... 1-1

1.1 Warning and Safety Identifier ....................................................................................................................... 1-1

1.2 ESD Prevention ............................................................................................................................................. 1-3

1.3 Laser Safety ................................................................................................................................................... 1-3

1.4 Using Optical Fiber ....................................................................................................................................... 1-4

1.5 Short-Circuit Protection ................................................................................................................................ 1-5

1.6 Electrical Safety ............................................................................................................................................ 1-5

2 Troubleshooting Preparations ................................................................................................. 2-1

2.1 Tools and Meters ........................................................................................................................................... 2-1

2.2 Engineer Requirements ................................................................................................................................. 2-2

2.3 Troubleshooting Preparations ........................................................................................................................ 2-3

3 Troubleshooting Process .......................................................................................................... 3-1

4 Troubleshooting Principles and Methods ............................................................................ 4-1

4.1 Troubleshooting Principles ............................................................................................................................ 4-1

4.2 Troubleshooting Methods .............................................................................................................................. 4-1

4.2.1 Alarm Analysis Methods ...................................................................................................................... 4-1

4.2.2 Component Replacement Method ........................................................................................................ 4-2

5 Common Hardware Troubleshooting .................................................................................... 5-1

5.1 Device Cannot Be Powered On ..................................................................................................................... 5-2

5.2 Parts Of Memory Can Not Be Detected ........................................................................................................ 5-4

5.3 Some Disks Can Not Be Scanned ................................................................................................................. 5-5

5.4 Disk Online Status Indicator Is Red On ........................................................................................................ 5-7

5.5 Unintentional Power-Off of the Device ......................................................................................................... 5-9

5.6 System Alarm/Location Indicator Is Red On .............................................................................................. 5-11

5.7 Fan Running/Alarm Indicator Is Red On .................................................................................................... 5-13

5.8 Power Module Alarm .................................................................................................................................. 5-16

6 Replacing Components of the NetBackup 5020 ................................................................... 6-1

6.1 Preparations Before Component Replacement .............................................................................................. 6-2

6.2 Precautions During Component Replacement ............................................................................................... 6-2

Contents

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ii Symantec Corporation Issue 01 (2010-12-10)

6.3 Replacing a Disk Module .............................................................................................................................. 6-3

6.4 Replacing a Power Module ........................................................................................................................... 6-6

6.5 Replacing a Fan ............................................................................................................................................. 6-9

6.6 Replacing Two mini SAS cables ................................................................................................................. 6-16

6.7 Replacing RAID Card ................................................................................................................................. 6-20

6.8 Replacing RAID Card Battery Module ....................................................................................................... 6-27

6.9 Replacing 10GE NIC .................................................................................................................................. 6-29

6.10 Replacing a DIMM.................................................................................................................................... 6-31

6.11 Replacing the Chassis ................................................................................................................................ 6-36

A How to Obtain Help ............................................................................................................... A-1

A.1 Preparations For Contacting Symantec ....................................................................................................... A-1

A.1.1 Collecting Troubleshooting Information ............................................................................................ A-1

A.1.2 Making Debugging Preparations ........................................................................................................ A-2

A.2 How to Use the Document .......................................................................................................................... A-2

A.3 Technical Support ........................................................................................................................................ A-2

A.3.1 Contacting Technical Support ............................................................................................................ A-2

A.3.2 Licensing and Registration ................................................................................................................. A-3

A.3.3 Customer Service ............................................................................................................................... A-3

A.3.4 Maintenance Agreement Resources ................................................................................................... A-3

A.3.5 Additional Enterprise Services ........................................................................................................... A-4

B Acronyms and Abbreviations ................................................................................................ B-1

NetBackup 5020

Hardware Troubleshooting Guide Figures

Issue 01 (2010-12-10) Symantec Corporation iii

Figures

Figure 3-1 Troubleshooting flow chart ............................................................................................................... 3-2

Figure 3-2 Front view ......................................................................................................................................... 3-3

Figure 3-3 Rear view .......................................................................................................................................... 3-4

Figure 3-4 10GE NIC ......................................................................................................................................... 3-5

Figure 5-1 Location of the system power indicator ............................................................................................ 5-2

Figure 5-2 Location of the AC power running/alarm indicator .......................................................................... 5-2

Figure 5-3 Procedure for troubleshooting power-on failure ............................................................................... 5-3

Figure 5-4 Troubleshooting flow chart for checking memory capacity is less than actual capacity .................. 5-4

Figure 5-5 Troubleshooting flow chart when some disks can not be scanned .................................................... 5-6

Figure 5-6 Location of the disk online status indicator ...................................................................................... 5-7

Figure 5-7 Troubleshooting flow chart when the disk online status indicator is red on ..................................... 5-8

Figure 5-8 Troubleshooting flow chart when the device is powered off unintentionally. .................................. 5-9

Figure 5-9 Location of the system alarm/location indicator ............................................................................. 5-11

Figure 5-10 Troubleshooting flow chart when the system alarm/location indicator turns on ........................... 5-12

Figure 5-11 Troubleshooting flow chart when the fan running/alarm indicator is red ..................................... 5-14

Figure 5-12 Matrix between fan running/alarm indicators and the fans. .......................................................... 5-15

Figure 5-13 Location of the AC power modules of the NetBackup 5020 ........................................................ 5-16

Figure 5-14 Troubleshooting flow chart when the power running/alarm indicator is orange........................... 5-17

Figure 6-1 Wearing an ESD-preventive wrist strap with a pin connector .......................................................... 6-4

Figure 6-2 Wearing an ESD-preventive wrist strap with a clasp ........................................................................ 6-4

Figure 6-3 Removing a disk module .................................................................................................................. 6-5

Figure 6-4 Installing a disk module .................................................................................................................... 6-6

Figure 6-5 Removing an AC power module ....................................................................................................... 6-8

Figure 6-6 Installing an AC power module ........................................................................................................ 6-9

Figure 6-7 Removing the device ...................................................................................................................... 6-11

Figure 6-8 Removing the rear cover of chassis ................................................................................................ 6-12

Figures

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iv Symantec Corporation Issue 01 (2010-12-10)

Figure 6-9 Architecture .................................................................................................................................... 6-13

Figure 6-10 Removing a fan ............................................................................................................................. 6-13

Figure 6-11 Installing a fan............................................................................................................................... 6-14

Figure 6-12 Installing the rear cover of chassis ................................................................................................ 6-15

Figure 6-13 Installing the device ...................................................................................................................... 6-16

Figure 6-14 Removing two mini SAS cables ................................................................................................... 6-18

Figure 6-15 Installing two mini SAS cables ..................................................................................................... 6-19

Figure 6-16 Prompt .......................................................................................................................................... 6-20

Figure 6-17 Virtual Drivers .............................................................................................................................. 6-20

Figure 6-18 Removing the RAID card ............................................................................................................. 6-22

Figure 6-19 Removing the bracket ................................................................................................................... 6-23

Figure 6-20 Fastening the RAID card battery module ..................................................................................... 6-23

Figure 6-21 Removing the RAID battery module ............................................................................................ 6-24

Figure 6-22 Installing the battery module ........................................................................................................ 6-24

Figure 6-23 Loosening the RAID card battery module .................................................................................... 6-25

Figure 6-24 Installing the bracket ..................................................................................................................... 6-25

Figure 6-25 Installing the RAID card ............................................................................................................... 6-26

Figure 6-26 Prompt .......................................................................................................................................... 6-27

Figure 6-27 Virtual Drivers .............................................................................................................................. 6-27

Figure 6-28 Removing a 10GE NIC ................................................................................................................. 6-30

Figure 6-29 Installing a 10GE NIC .................................................................................................................. 6-31

Figure 6-30 Removing the air hood .................................................................................................................. 6-33

Figure 6-31 Removing a DIMM ....................................................................................................................... 6-34

Figure 6-32 Releasing the clips ........................................................................................................................ 6-34

Figure 6-33 Installing a DIMM ........................................................................................................................ 6-35

Figure 6-34 Installing the air hood ................................................................................................................... 6-35

NetBackup 5020

Hardware Troubleshooting Guide Tables

Issue 01 (2010-12-10) Symantec Corporation v

Tables

Table 1-1 Identifiers and meanings ..................................................................................................................... 1-2

Table 2-1 Tools and Meters ................................................................................................................................ 2-1

Table 3-1 Description of the indicators of the front view of NetBackup 5020 ................................................... 3-3

Table 3-2 Description of the indicators of the rear view of NetBackup 5020..................................................... 3-4

Table 3-3 Description of the indicators of the 10GE NIC .................................................................................. 3-6

NetBackup 5020

Hardware Troubleshooting Guide About This Document

Issue 01 (2010-12-10) Symantec Corporation A.1.1-1

About This Document

Product Version

The following table lists the product version related to this document.

Product Name Product Version

NetBackup 5020 Release 1.2

Intended Audience

This document describes how to troubleshoot the NetBackup 5020 in terms of precautions,

preparations, principle, procedure, and component replacement.

This document is intended for:

Technical Support Engineer

Remote Technical Specialist

Field Engineer

Symbol Conventions

The symbols that may be found in this document are defined as follows.

Symbol Description

Indicates a hazard with a high level of risk, which if not

avoided, could result in death or serious injury.

Indicates a hazard with a medium or low level of risk,

which if not avoided, could result in minor or moderate

injury.

Indicates a potentially hazardous situation, which if not

avoided, could result in equipment damage, data loss,

performance degradation, or unexpected results.

About This Document

NetBackup 5020


A.1.1-2 Symantec Corporation Issue 01 (2010-12-10)

Symbol Description

Indicates a tip that may help you solve a problem or save

time.

Provides additional information to emphasize or

supplement important points of the main text.

Update History

Updates between document revisions are cumulative. Therefore, The latest version of this

document contains all of the updates that were made in previous versions.

Updates in Issue 01(2010-12-10)

Initial commercial release.

NetBackup 5020

Hardware Troubleshooting Guide 1 Safety Precautions

Issue 01 (2010-12-10) Symantec Corporation 1-1

1 Safety Precautions

About This Chapter

This section describes the precautions for troubleshooting.

1.1 Warning and Safety Identifier

When you install and maintain equipment, observe warning and safety identifier precautions

to prevent personal injury or equipment damage.

1.2 ESD Prevention

When you install and maintain equipment, follow safety precautions of ESD prevention to

ensure personal safety and avoid equipment damage.

1.3 Laser Safety

When you install and maintain the device, you must follow the laser safety precautions to

ensure the safety of the human body and the device.

1.4 Using Optical Fiber

You should use optical fibers properly to ensure the normal running of the device; otherwise,

bodily injury or device damage may be caused.

1.5 Short-Circuit Protection

When you install or maintain the device, use tools according to the regulations to avoid short

circuit as a result of metallic tools.

1.6 Electrical Safety

When you install and maintain the equipment, follow the electrical safety precautions to avoid

device damage or bodily injury.

1.1 Warning and Safety Identifier

When you install and maintain equipment, observe warning and safety identifier precautions

to prevent personal injury or equipment damage.

Table 1-1 lists the warning and safety identifiers on the NetBackup 5020 and their meanings.


NetBackup 5020


1-2 Symantec Corporation Issue 01 (2010-12-10)

Table 1-1 Identifiers and meanings

Identifier Meaning

ESD prevention identifier

When you perform operations at this area take strict

measures, such as wearing electrostatic discharge

(ESD) preventive gloves or an ESD preventive wrist

strap, to avoid electrostatic injuries.

Sub-rack grounding identifier

Indicates the grounding position.

Warning for removing or inserting the system disks

Indicates that you should not remove or insert the

system disks at will.

Weight warning identifier

Indicates that you should pay attention to the weight of

the device before you move it.

Power warning identifier

Indicates that you should shut off all power supplies to

power off the device.

Warning identifier for reading the manual

Indicates that you should read the manual before

operating the device.

Operation identifier for opening the chassis cover

Indicates the procedure for opening the chassis cover.

NetBackup 5020



Identifier Meaning

Drive number identifier

Indicates the slot where a disk resides.

The disks in slot 0 and slot 1 are system disks.

1.2 ESD Prevention

When you install and maintain equipment, follow safety precautions of ESD prevention to

ensure personal safety and avoid equipment damage.

indicates an electrostatic sensitive area. When performing operations at this area

take strict measures, such as wearing an ESD preventive wrist strap, ESD preventive gloves,

and ESD preventive clothes, to avoid personal injuries or device damages caused by static

electricity.

To protect the devices, note the following:

Do not touch the exposed device modules with bare hands because the static electricity

of the human body may damage the electrostatic sensitive elements on the circuit boards.

The ESD preventive wrist strap can prevent devices from being damaged by static

electricity from the human body.

To avoid personal injuries or device damage caused by static electricity, you need to

wear ESD gloves or an ESD preventive wrist strap before installation or replacement.

When you carry and move parts, a dedicated ESD preventive bag is required.

1.3 Laser Safety

When you install and maintain the device, you must follow the laser safety precautions to

ensure the safety of the human body and the device.

Laser safety precautions include two aspects:

Human body injury

Device damage


NetBackup 5020



Human Body Injury

The laser sent by the optical interface board is an invisible infrared ray. While maintaining the

device, protect your eyes from the laser; otherwise, the laser may cause permanent injury to

your eyes.

Device Damage

To prevent damage to the device, observe the following:

If the optical interface on the device or on the patch cord is not in use, cover the optical

interface with a dust-proof cap.

When you need to remove the patch cord connected to the optical interface in use, cover

the optical interface and the patch cord connector with dust-proof caps.

When you perform the loopback test on the optical interface with the patch cord, you

must use an attenuator to protect the optical transceiver from the received optical power.

When you use the optical time domain reflectometer (OTDR), disconnect the patch cord

between the peer device and the local device to protect the optical transceiver from the

optical power.

Do not remove or insert the optical transceiver that connects to fiber during operation.

1.4 Using Optical Fiber

You should use optical fibers properly to ensure the normal running of the device; otherwise,

bodily injury or device damage may be caused.

The laser beam of the optical interface board or inside the optical fiber may injure your eyes!

When you install and maintain the optical interface board and the optical fiber, keep your eyes

away from, and never stare into the optical interface or the optical fiber connector.

Cleaning Optical Fiber Connectors and Optical Interfaces

The optical fiber connectors and the optical interfaces of the laser must be cleaned with

special cleaning tools and materials listed as follows:

Special cleaning solvent. Isoamylol is preferred, propyl alcohol is the acceptable, alcohol

is not recommended and formalin is forbidden

Non-woven lens tissue

Special compressed gas

Cotton swabs (medical cotton swab or other long-staple cotton)

NetBackup 5020



Special cleaning roll (used with Isoamylol)

Special magnifier for optical connectors

Replacing Optical Fibers

When replacing the optical fiber, cover the optical connector that is not in use with dust-proof

caps.

1.5 Short-Circuit Protection

When you install or maintain the device, use tools according to the regulations to avoid short

circuit as a result of metallic tools.

Do not place tools, such as the screwdriver on the air intake board of the enclosure; otherwise,

short circuit may occur.

Avoid dropping screw into the sub-rack or the device; otherwise, short circuit may occur.

1.6 Electrical Safety

When you install and maintain the equipment, follow the electrical safety precautions to avoid

device damage or bodily injury.

Power On and Power Off

Before you check the installation and cable connections, ensure that the entire storage system

is powered off. If there is improper connection, you or the device could be damaged during

the check.

If you need to perform hot-line operations and the cables that you touch are power cables, you

must take off the ESD-preventive wrist strap.

During power-on, do not insert or remove the cable. Otherwise, data might be lost.

After switching off the power supply, wait at least one minute before switching on the

power supply again.


NetBackup 5020



Do not switch off or on the power before disks stop running. Otherwise, disks may be

damaged and data could be lost.

Troubleshooting

Do not touch the connectors of electrical wires and communication cables, as the electricity

inside the electrical wires and communication cables could result in electrical shock.

When you operate a device in the ESD-sensitive area, you must take ESD-preventive

measures, such as wearing an ESD-preventive wrist strap, ESD-preventive clothes , and

ESD-preventive gloves.

Monitor the following items during troubleshooting:

Do not troubleshoot a device during an electrical storm.

Check that the power cables are intact and effective grounding measures are taken.

Keep the troubleshooting area clean and dry.

NetBackup 5020

Hardware Troubleshooting Guide 2 Troubleshooting Preparations


2 Troubleshooting Preparations

About This Chapter

This chapter describes the preparations before troubleshooting, including the list of tools

including electronic meters, requirements for engineers, components to be replaced and

installed, and a guide to remote access configuration.

2.1 Tools and Meters

This section describes the tools and electronic meters used to install and maintain your device.

2.2 Engineer Requirements

This section describes the professional skills and knowledge an engineer should possess.

2.3 Troubleshooting Preparations

This chapter describes the components required during troubleshooting.

2.1 Tools and Meters

This section describes the tools and electronic meters used to install and maintain your device.

Table 2-1 shows the tools and meters used in different situations.

Table 2-1 Tools and Meters

Tools and Meters Application

Optical power meter Measures optical power

Fiber jumper Replace faulty pigtail

Fiber lashing band Bundle replaced faulty pigtail

Network cable Replace faulty network cable

Circuit tester Test connectivity of network cables

Multimeter Measure electrical parameters

2 Troubleshooting Preparations

NetBackup 5020



Tools and Meters Application

ESD-preventive wrist strap Keep components sensitive to statics isolated from

human body electrostatic discharge

ESD-preventive glove Keep components sensitive to statics isolated from

human body electrostatic discharge

ESD-preventive bag Protect components requiring ESD-preventive

processing

Screwdriver Install or remove screws

Tag Label devices or cables

2.2 Engineer Requirements

This section describes the professional skills and knowledge an engineer should possess.

Professional Quality and Skills

The following list describes the professional skills that a maintenance engineer must have to

install and maintain the NetBackup 5020:

Familiar with storage technologies such as redundant array of independent disks (RAID),

and storage area network (SAN).

Familiar with Fiber Channel (FC) protocol, and Serial Attach SCSI (SAS) protocol.

Familiar with Ethernet technologies.

Familiar with operating systems such as Windows, and SUSE.

Familiar with device maintenance methods

Basic Operations Work on different types of storage servers.

Work on storage service-associated data transmission devices such as, Ethernet switches,

FC switches, and routers.

Common Testers Optical power meter

Circuit tester

Multimeter

Storage Networking Information Familiar with common storage networking types

Familiar with site networking maintenance

Familiar with site device maintenance

NetBackup 5020

Hardware Troubleshooting Guide 2 Troubleshooting Preparations


Collect and Record Onsite Data Collect and record alarms

Collect and record logs

2.3 Troubleshooting Preparations

This chapter describes the components required during troubleshooting.

Prepare the following replaceable components of the NetBackup 5020 beforehand:

Disk module

Power module

Fan module

RAID card

RAID card battery module

Two mini SAS cables

10GE NIC

DIMM (Dual-inline Memory Module)

Chassis

NetBackup 5020

Hardware Troubleshooting Guide 3 Troubleshooting Process


3 Troubleshooting Process

This section describes the common troubleshooting process and gives specific description.


NetBackup 5020



Flow Chart

Figure 3-1 Troubleshooting flow chart

Check and Record Indicator Status

You can check and record the indicator status to locate the faulty module in the preliminary

phase.

Check indicator status in the front view of NetBackup 5020

Figure 3-2 shows the front view of NetBackup 5020.

Table 3-1 lists the indicator status of the front view of NetBackup 5020.

NetBackup 5020



Figure 3-2 Front view

1 System alarm/location

indicator 2 System power indicator

3 Disk online status indicator 4 Disk read/write status indicator

Table 3-1 Description of the indicators of the front view of NetBackup 5020

Location Type Color Status Description

Chassis System power

indicator

Green On The device is powered on.

- Off The device is not powered on.

System

alarm/location

indicator

Red On An alarm occurred on the

device.

Blinking A fault has occurred on the

power module.

Orange On The device is being located a.

- Off The device is running

normally.

SATA disk

module

Disk online

status indicator

Green On The disk is powered on

normally.

Red On A disk alarm occurred or the

disk is being locateda.

- Off The disk is not powered on.


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Disk read/write

status indicator

Green Blinking The device is transferring data.

- Off The device is not transferring

data.

a: A location command is sent through the management system.

Check indicator status in the rear view of NetBackup 5020

Figure 3-3 shows the rear view of NetBackup 5020.

Table 3-2 lists the indicator status of the rear view of NetBackup 5020.

Figure 3-3 Rear view

1 Power running/alarm indicator 2 Link indicator for the service network interface

3 Active indicator for the service

network interface

4 Active indicator for the management network

interface

5 Link indicator for the

management network interface

6 System alarm/location indicator

7 10GE NIC interface

Table 3-2 Description of the indicators of the rear view of NetBackup 5020


Power

module

Power

running/alarm

indicator

Green On The AC power is normal.

Green Blinking The AC input is normal, and

the device is not powered on.

Orange On A power alarm occurred.

NetBackup 5020




- Off The power module failed to

be powered on or is not

connected to the mains

power supply.

Rear panel Link indicator

of IPMI

management

network port

Green On The link of the management

network port is normal.

- Off No link.

Active indicator

of IPMI the

management

network port

Orange Blinking Data is being transferred.

- Off No data is being transferred.

Link indicator

of the service

network port

(NIC1/NIC2)

Green On Data is being transferred at a

rate of 1,000 Mbit/s.

Orange On Data is being transferred at a

rate of 100 Mbit/s.

- Off Data is being transferred at a

rate of 10 Mbit/s, or no link.

Active indicator

of service

network port

(NIC1/NIC2)

Yellow Blinking Data is being transferred.

- Off No data is being transferred.

Check indicator status of the 10GE NIC

Figure 3-4 shows the 10GE NIC of the NetBackup 5020.

Table 3-3 lists the indicator status of the 10GE NIC.

Figure 3-4 10GE NIC


NetBackup 5020



Table 3-3 Description of the indicators of the 10GE NIC


10GE NIC ACT/LNK Green Blinking The link is normal and data

is being transferred.

Green On The link is normal.

- Off No link.

GRN=10GE - Off No link.

Green On Data is being transferred at a

rate of 10 Gbit/s.

Yellow On Data is being transferred at a

rate of 1 Gbit/s.

Logging In to the System Monitor Interface

Log into the system monitor interface to view the running status of the NetBackup 5020 and

alarms.

Locating a Failure

For the common methods used for failure location, see 4.2 Troubleshooting Methods.

Collecting Troubleshooting Information

If you encounter an issue that you cannot identify, collect as much failure information as

possible and then contact the technical support engineers.

Requirements for failure information collection, see A.1.1 Collecting Troubleshooting

Information.

Asking for Technical Support

You can seek technical support through:

Documentation

For details, see A.2 How to Use the Document.

Contact technical support engineers.

NetBackup 5020

Hardware Troubleshooting Guide 4 Troubleshooting Principles and Methods


4 Troubleshooting Principles and Methods

About This Chapter

This chapter describes the principles and methods for troubleshooting.

4.1 Troubleshooting Principles

This section describes principles to be used during the troubleshooting process.

4.2 Troubleshooting Methods

This section describes methods for troubleshooting the system.

4.1 Troubleshooting Principles

This section describes principles to be used during the troubleshooting process.

Troubleshoot the peripheral devices first and then the internal components.

During the troubleshooting process, check the peripheral units first, including fibers,

cables, connected customer devices, and issues such as power failure.

Analyze the high-level alarms first and then the low-level ones.

Analyze the common alarms first and then the individual alarms.

4.2 Troubleshooting Methods

This section describes methods for troubleshooting the system.

4.2.1 Alarm Analysis Methods

This section describes the methods for analyzing alarms.

4.2.2 Component Replacement Method

This section describes how to locate failures by replacing the components.

4.2.1 Alarm Analysis Methods

This section describes the methods for analyzing alarms.

4 Troubleshooting Principles and Methods

NetBackup 5020



Overview

When a failure occurs, a great number of alarms may be generated. You can judge the failure

type and location through the alarm information and analysis of the performance data.

Application Scenario

Locate a failure with alarm log or LED indicators.

Conclusion

The alarm analysis enables you to quickly locate and understand the cause. You can use this

analysis in conjunction with other methods for locating failure locations.

4.2.2 Component Replacement Method

This section describes how to locate failures by replacing the components.

Overview

You can replace an optical fiber jumper, cable, disk module, and fan.

Application Scenario

Use the component elimination method for hardware troubleshooting, which can locate the

failure quickly and accurately.

Conclusion

The component elimination method features accurate failure location and low-demand for

maintenance engineers, and thus is popular.

Before replacing a component for troubleshooting, see 6.1 Preparations Before Component Replacement

and 6.2 Precautions During Component Replacement for preparation and precaution information.

NetBackup 5020

Hardware Troubleshooting Guide 5 Common Hardware Troubleshooting


5 Common Hardware Troubleshooting

About This Chapter

This chapter describes the troubleshooting process, failure analysis, and common methods for

troubleshooting.

5.1 Device Cannot Be Powered On

This section describes troubleshooting the NetBackup 5020 when it cannot be powered on.

5.2 Parts Of Memory Can Not Be Detected

This section describes how to troubleshoot the system when the capacity of the memory

detected in the operating system or BIOS boot is less than the actual capacity.

5.3 Some Disks Can Not Be Scanned

This section describes how to troubleshoot the NetBackup 5020 when not all disks can be

scanned.

5.4 Disk Online Status Indicator Is Red On

This section describes how to troubleshoot the NetBackup 5020 when the disk online status

indicator is red on.

5.5 Unintentional Power-Off of the Device

This section describes how to troubleshoot the NetBackup 5020 when the device is powered

off unintentionally.

5.6 System Alarm/Location Indicator Is Red On

This section describes how to handle the fault that the system alarm/location indicator is red

on.

5.7 Fan Running/Alarm Indicator Is Red On

This section describes how to troubleshoot the NetBackup 5020 when the fan running/alarm


5.8 Power Module Alarm

This section describes how to troubleshoot the system when power module alarms occur.


NetBackup 5020



5.1 Device Cannot Be Powered On

This section describes troubleshooting the NetBackup 5020 when it cannot be powered on.

Symptom

Press the power button. If the system power indicator is off, the device is not powered on.

The red box in Figure 5-1 shows the location of the system power indicator.

Figure 5-1 Location of the system power indicator

You can check the status of the AC power running/alarm indicator.

The red box in Figure 5-2 shows the location of the AC power running/alarm indicator.

Figure 5-2 Location of the AC power running/alarm indicator

Possible Causes

Cause 1: The power plug is not inserted properly.

NetBackup 5020



Cause 2: No power supply exists on the power plug.

Fault Diagnosis

Figure 5-3 Procedure for troubleshooting power-on failure

Procedure Cause 1: The power plug is not inserted properly.

1. Connect the plug again.

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

− If the power running/alarm indicator blinking in green, power on the device. If the

system power indicator is on, the failure is removed.

− If the power running/alarm indicator is orange, a power module alarm has occurred.

For detailed troubleshooting process, refer to 5.8 Power Module Alarm.

− If the power running/alarm indicator is still off, check other components for further

elimination.

Cause 2: No power supply exists on the power plug.

1. Connect the plug to an external power source so as to provide power supply to the

NetBackup 5020.


− If the power running/alarm indicator is blinking in green, power on the device. If the

system power indicator is on, the failure is removed.

− If the power running/alarm indicator is orange, a power module alarm has occurred

on a power module. For detailed troubleshooting process, refer to 5.8 Power Module

Alarm.

− If the power running/alarm indicator is still off, contact technical support.


NetBackup 5020



----End

5.2 Parts Of Memory Can Not Be Detected

This section describes how to troubleshoot the system when the capacity of the memory

detected in the operating system or BIOS boot is less than the actual capacity.

Symptom

The memory capacity detected during BIOS booting is smaller than the installed memory

capacity.

Possible Causes

Cause 1: The DIMM is faulty.

Cause 2: The memory socket is faulty.

Fault Diagnosis

Figure 5-4 Troubleshooting flow chart for checking memory capacity is less than actual capacity

Procedure Cause 1: Memory is faulty.

1. Replace all DIMMs using new. For details, see 6.10 Replacing a DIMM.

After replace the DIMMs,

− If the new DIMMs cannot be detected in BIOS, Check other components for further

elimination.

NetBackup 5020



− If all new memories can be detected in BIOS, replace a new memory using the

memory previously removed and check whether this memory can be detected.

Replace the old memories in the same way to determine which memories are faulty.

2. After you replace the faulty DIMM.

− if the memory capacity that is detected in BIOS is the same as the actual memory

capacity, the failure is removed.

− If the failure persists, Check other components for further elimination.

Cause 2: The memory socket is faulty.

1. Replace the chassis, for details, see 6.11 Replacing the Chassis.

2. If the detected capacity value equals to the actual memory capacity, the failure is

removed.

3. If the failure persists, contact technical support.

----End

5.3 Some Disks Can Not Be Scanned

This section describes how to troubleshoot the NetBackup 5020 when not all disks can be

scanned.

Symptom

In the NetBackup 5020, some disks can not be detected.

Possible Causes Cause 1: The disk module is not properly installed.

Cause 2: The disk module is faulty.

Cause 3: The mini SAS cable is not properly connected.

Fault Diagnosis

In the system monitor interface, check whether all disks status are normal. For details, see

"Checking the Disk status" in the NetBackup 5020 Routine Maintenance.

If the disk module is in the slot, contact technical support engineers.

If the disk module is absent, solve the problem according to the following causes.


NetBackup 5020



Figure 5-5 Troubleshooting flow chart when some disks can not be scanned

Procedure

Cause 1: The disk module is not properly installed.

1. Reinstall the disk modules whose disk online status indicator is off or red on. For details,

see Replace a Disk module.

2. On the system monitor interface, check whether status are normal.

− If all disks are normal, the failure is removed.



1. Replace the disk module that in abnormal status. For details, see Replace a Disk module.

2. On the system monitor interface, check whether all disks status are normal.

− If all disks are normal, the failure is removed.


Cause 3: The mini SAS cable is not properly connected.

In this case, contact technical support engineers for help.

1. Insert the mini SAS cable again by pressing the spring on the connector.

2. On the system monitor interface, check whether all disks status are normal.

− If all disks can are normal, the failure is removed.

− If the failure persists, contact technical support engineers.

NetBackup 5020



----End

Related Information Wait for three minutes after you insert a new disk module and then check the disk online

status indicator.

When you connect the mini SAS cable, make sure to connect it firmly with good contact.

Note that excessive force may damage the cable.

After you connect the mini SAS cable, pull the cable gently and make sure it cannot be

pulled out.

5.4 Disk Online Status Indicator Is Red On

This section describes how to troubleshoot the NetBackup 5020 when the disk online status


Symptom

The disk online status indicator is red on.

Figure 5-6 shows the location of the disk online status indicator.

Figure 5-6 Location of the disk online status indicator

Possible Causes Cause 1: The disk module is not properly installed.


NetBackup 5020




Fault Diagnosis

Figure 5-7 Troubleshooting flow chart when the disk online status indicator is red on

Procedure

Cause 1: The disk module is not properly installed.

1. Reinstall the disk modules whose disk online status indicator is off or red. For details,

see Replace a Disk module.

2. Wait for three minutes after inserting the disk module and then check the status of the

indicator.

− If the disk online status indicator is green, the failure is removed.

− If the indicator is off or red, Check other components for further elimination.


1. Replace the disk module whose disk online status indicator is off or red. For details, see

Replace a Disk module.

2. Wait for three minutes after replacing the disk module and then check the status of the

indicator.

− If the disk online status indicator is green, the failure is removed.

− If the indicator is off or red, contact technical support engineers.

----End

Related Information

Wait for three minutes after you insert a new disk module and then check the disk online

status indicator.

NetBackup 5020



5.5 Unintentional Power-Off of the Device

This section describes how to troubleshoot the NetBackup 5020 when the device is powered

off unintentionally.

Symptom

When the device is running, it may be powered off unintentionally. This is because of one of

the following three reasons:

Possible Causes

Cause 1: AC power input to the power module is not present or out of specification.

Cause 2: The power module is faulty or it is in the protected mode.

Cause 3: The CPU is in the over-temperature protected mode.

Fault Diagnosis

Figure 5-8 Troubleshooting flow chart when the device is powered off unintentionally.

Procedure Cause 1: AC input to the power module is abnormal.

1. Check whether the two power running/alarm indicators are off.


NetBackup 5020



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

− If the power running/alarm indicator blinks in green, the unintentional power-off is

caused by loose connection of the plug.

− If the power running/alarm indicator is still off, AC power to the equipment room is

abnormal. In this case, inform the client for resolution.

− If the equipment room power is normal, check other components for further

elimination

3. If the power running/alarm indicator is orange, check other components for further

elimination.

Cause 2: The power module is faulty or it is in the protected mode.

1. Check whether the power running/alarm indicator are orange.

2. If both the indicators are orange, contact technical support engineers.

3. If either of them is orange, check other components for further elimination.

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

1. On the system monitor interface, check whether the CPU status is normal.

2. If the status of CPU is abnormal in the list, do the following:

− The screws on the heat sink are not tightened or the air hood is not properly installed.

If there is no alarm about the fan or temperature at the air intake vent in the Alert list,

refer to Troubleshooting of the system when the screws on the heat sink are not

tightened or the air hood is not properly installed.

− Fan failure. If there are alarms about the fan and high temperature at the air intake

vent in the Alert list, refer to Fan failure.

− Temperature abnormality (over 35 °C as defined in the device specification) If there

is an alarm only about the high temperature at the air intake vent, refer to

Troubleshooting temperature abnormality.

3. Tighten the screws on the heat sink or properly install the air hood.

− Remove the rear cover of the chassis, for details of the NetBackup 5020, see 4 in the

6.5 Replacing a Fan.

− Check whether the air hood is properly installed.

− Reinstall the air hood if it is not properly installed, for details of the NetBackup 5020,

see 5 to 12 in 6.10 Replacing a DIMM.

− If the failure persists after the air hood is properly installed, remove the air hood and

check whether the screws on the CPU heat sink are tightened.

− If the screws are loose, tighten the screws.

− Reinstall the air hood.

− If the failure persists after all these operations, contact technical support.

4. The fan is faulty. For details, see 5.7 Fan Running/Alarm Indicator Is Red On. If the

failure persists, contact technical support engineers.

5. The ambient temperature is abnormal.

Contact the customer and check whether the temperature in the equipment room or of the

cabinet is abnormal.

----End

NetBackup 5020



5.6 System Alarm/Location Indicator Is Red On

This section describes how to handle the fault that the system alarm/location indicator is red

on.

Symptom

The system alarm/location indicator on the front panel of the chassis is red on.

The red box in Figure 5-9 shows the location of the indicator.

Figure 5-9 Location of the system alarm/location indicator

Possible Causes

Cause 1: The environment is abnormal.

Cause 2: The cover is opened or improper installed.

Cause 3: The power supply module is abnormal.

Cause 4: The memory related is abnormal.

Cause 5: The fan status is abnormal.

Cause 6: The CPU status is abnormal.


NetBackup 5020



Fault Diagnosis

Figure 5-10 Troubleshooting flow chart when the system alarm/location indicator turns on

Procedure Cause 1: The environment is abnormal.

1. For the alarms caused by environment abnormalities in the equipment room, such as

over-/low-temperature and over-/low-current, improve the environmental conditions in

the equipment room to ensure normal operation of the device.

2. If the failure persists, contact technical support engineers.

Cause 2: The rear cover of chassis is installed improperly.

1. If the cover is installed improperly, power off the NetBackup 5020.

2. Reinstall the NetBackup 5020 properly. For details, see 11 in 6.5 Replacing a Fan.

3. After you install the rear cover, power on it. If the system alarm/location indicator turns

off, the failure is removed.


Cause 3: The power supply module is abnormal.


− If the power running/alarm indicator turns to orange, at least an alarm occurs to the

power supply module. For details, see Troubleshooting Due To Power Supply

Module Alarms.

− If the power/alarm indicator is green on, the power supply module operates normally.

See the further troubleshooting information.

NetBackup 5020



2. If the system alarm/location indicator turns off, the failure is removed.


Cause 4: The memory related is abnormal.

In the case of alarms caused by memory failure or installation failure, replace the memory.

For details, see 6.10 Replacing a DIMM.

If the failure persists, contact technical support engineers.

Cause 5: The Fan status is abnormal.

1. Log into the system monitor interface, check whether the four fans status are Device

Present.

− If a fan is Device Absent, the fan is not properly installed or is faulty. You can solve

this issue similarly as you do when the fan running/alarm indicator is red. For details,

see 5.7 Fan Running/Alarm Indicator Is Red On.

− If all of the fans are Device Present, see the further troubleshooting information.

2. After you handle the fan alarms, if the system alarm/location indicator turns off, the

failure is removed.


Cause 6: The CPU status is abnormal.

On the system monitor interface, check whether the CPU status is Presence detected.

− If the status of CPU is Failure detected in the list, see CPU trobleshooting.

− If the status of CPU is Presence detected in the list, contact technical support.

----End

5.7 Fan Running/Alarm Indicator Is Red On

This section describes how to troubleshoot the NetBackup 5020 when the fan running/alarm


Symptom

Fan running/alarm indicator is red on.

In the system monitor interface, the status of the fan is Device Absent.

Possible Causes

Cause 1: The system power switch is not turned on. Fans are powered by the system power.

Therefore, if the system power switch is off, the fan running/alarm indicator is red.

Cause 2: The fan with the red indicator is not properly installed or the connection cable is not

properly connected.

Cause 3: The mainboard connection cable connecting the mainboard and the fan is not

properly connected.

Cause 4: The fan is faulty.


NetBackup 5020



Fault Diagnosis

Figure 5-11 Troubleshooting flow chart when the fan running/alarm indicator is red

Procedure Cause 1: The system power switch is not turned on.

1. Check whether system power indicator on the front panel is on.

− If the system power indicator is on, go to check other components for further

elimination.

− If the indicator is off, turn on the system power switch.

2. After you turn on the system power switch, if the fan running/alarm indicator turns green,

the failure is removed.

3. If the failure persists, Check other components for further elimination.

Cause 2: The fan with the red indicator is not properly installed or the connection cable

are not properly connected.

1. Remove the rear cover. For details, see 4 in 6.5 Replacing a Fan.

NetBackup 5020



Before you remove the cable, execute the shutdown command through the operating system

to power off the NetBackup 5020 and disconnect the NetBackup 5020 from peripheral

devices.

2. Check whether the plug of the fan whose indicator is red and the plug of the adapter are

normal.

Figure 5-12 shows the matrix between fan running/alarm indicators and the fans.

Figure 5-12 Matrix between fan running/alarm indicators and the fans.

There are four fan running/alarm indicators on the mainboard, as shown in Figure 5-12. The four

indicators are 1, 2, 3, and 4.

When the fans operate normally, these four indicators are green.

When a fan alarm occurs, the corresponding indicator is red.

− If the plugs are normally connected, proceed with the following operations.

− If the plug of the fan is damaged, replace the fan. For details, see 6.5 Replacing a

Fan.

− If the plug of the adapter is damaged, contact technical support engineers.

3. Remove the fan with the indicator lit red to check whether the connection pins are bent.

− If the pins are bent, gently straighten them.

− If the pins are normal, proceed with the following.

4. Insert the fan and make sure the plug is firmly connected.

5. Check the status of the fan running/alarm indicator.

− If the indicator is green, the failure is removed.

− If the failure persists, go to Check other components for further elimination.

Cause 3: The mainboard connection cable connecting the mainboard and the fan is not

properly connected.


NetBackup 5020



1. Check whether the mainboard connection cable is correctly connected, as shown in

Figure 5-12.

− If the cables is correctly connected, go to Check other components for further

elimination.

− If the cables is not properly connected, proceed with the following.

2. Remove the cable and plug it in again.

Before you remove the cable, execute the shutdown command through the operating system to power off

the NetBackup 5020 and disconnect the NetBackup 5020 from peripheral devices.


− If the failure persists, go to Check other components for further elimination.

Cause 4: The fan is faulty.

1. In this case, you need to replace the faulty fan. For details, see 6.5 Replacing a Fan.

2. After you replace the faulty fan, if the indicator is green, the failure is removed.


----End

5.8 Power Module Alarm

This section describes how to troubleshoot the system when power module alarms occur.

Symptom

The power running/alarm indicator is orange.

Figure 5-13 shows the location of the AC power modules of the NetBackup 5020.

Figure 5-13 Location of the AC power modules of the NetBackup 5020

Possible Causes

Cause 1: The power module failed.

NetBackup 5020



Fault Diagnosis

Figure 5-14 Troubleshooting flow chart when the power running/alarm indicator is orange

Procedure Cause 1: The power module failed.

1. Check the number of power modules whose indicator is orange.

− If the indicator of one power module is orange while the other power modules are

green, the NetBackup 5020 will operate normally.

− If both indicators are orange, remove the power cords of all power modules and

contact technical support engineers.

In this case, power-on to the NetBackup 5020 is strictly prohibited.

2. Reinsert the power module whose indicator is orange.


− If the failure persists, replace the power module. For details, see 6.4 Replacing a

Power Module.

3. After you replace the faulty module, if the indicator is green, the failure is removed.



NetBackup 5020



----End

NetBackup 5020

Hardware Troubleshooting Guide 6 Replacing Components of the NetBackup 5020


6 Replacing Components of the NetBackup 5020

About This Chapter

This chapter describes the preparations, precautions, and methods for replacing the parts of

the NetBackup 5020.

6.1 Preparations Before Component Replacement

This section describes the preparations before replacing the NetBackup 5020 components.

6.2 Precautions During Component Replacement

This section describes the precautions that should be considered when replacing components.

6.3 Replacing a Disk Module

This section describes how to replace a disk module.

6.4 Replacing a Power Module

This section describes how to replace a power module of the NetBackup 5020.

6.5 Replacing a Fan

This section describes how to replace a fan.

6.6 Replacing Two mini SAS cables

This section describes how to replace mini SAS (Serial Attached SCSI) Cables.

6.7 Replacing RAID Card

This section describes how to replace the RAID card.

6.8 Replacing RAID Card Battery Module

This section describes how to replace the RAID card battery module.

6.9 Replacing 10GE NIC

This section describes how to replace a 10GE NIC.

6.10 Replacing a DIMM

This section describes how to replace a DIMM.


NetBackup 5020



6.11 Replacing the Chassis

This section describes how to replace the chassis.

6.1 Preparations Before Component Replacement

This section describes the preparations before replacing the NetBackup 5020 components.

Before installing and replacing components, confirm the following information:

Feasibility of the operation

− Ensure the component to be installed or replaced is in good condition with no

oxidization, corrosion, component missing, or damage.

− By reading this document, understand how to install and replace components, and

master the basic skills of installation and replacement.

Prepare the component and tools

− Prepare the component to be installed or replaced.

− Prepare tools like the screwdriver and ESD-preventive wrist strap. The supplier

should provide the tool list.

− When moving or holding components, use dedicated ESD-preventive packages.

− Always sort out the components and keep maintenance records.

Confirm the position to install or replace the component.

Locate the cabinet where the device is to be replaced and label the cabinet to avoid

improper operation.

When you encounter issues that cannot be solved, contact technical support engineers.

6.2 Precautions During Component Replacement

This section describes the precautions that should be considered when replacing components.

Only professional maintenance personnel are allowed to remove the rear cover of the

chassis to replace the parts in the NetBackup 5020.

Before you remove the rear cover of the chassis to replace parts in the NetBackup 5020,

power off the NetBackup 5020 and disconnect the NetBackup 5020 from the power

sockets and external devices.

Powering off the NetBackup 5020 will interrupt the services. Plan for a downtime event

prior to service.

NetBackup 5020



Do not touch the connectors of the power supply and communication cables. Current in the

power source and cables may hurt your body when you touch the connectors.

Observe the following when replacing components:

Wear the ESD-preventive wrist strap or gloves to avoid damage to yourself and the

device.

Ensure that sleeves are fastened or pushed above the elbow and wear no accessories,

watch, glasses with metal frame, and clothes with metal buttons.

Keep the environment clean.

Do not plug in or remove components forcibly during the operation. This helps to avoid

damage to appearance or units of components, such as pin bend or short-circuit.

Ensure that the device is properly grounded.

6.3 Replacing a Disk Module

This section describes how to replace a disk module.

Impact on the System

None.

Prerequisite The system information on the faulty disk module is saved in mirroring mode.

Service data becomes recoverable.

A new disk module is available.

The faulty disk module is located.

Precaution To avoid damaging the disk module or connector, use even force and take caution when

removing or installing a disk module.

When you remove a disk module, disconnect the connector first and wait 30 seconds for

disk spin down before removing it from the chassis.

When you remove and then insert a disk module, ensure that the interval is longer than

one minute, that is, after the disk module is removed, wait at least one minute before

inserting the disk module into the slot, or after the disk module is inserted, wait at least

one minute before removing the disk module from the slot. In this way, the disk module

will not be damaged.

To avoid data loss, replace only the disk module whose indicator is red.

Tools and Materials ESD-preventive gloves

ESD-preventive wrist strap


NetBackup 5020



ESD-preventive package

Tag

Procedure

Step 1 Put on the ESD-preventive wrist strap and gloves. Follow these steps to put on the

ESD-preventive wrist strap:

1. Put on the ESD-preventive wrist strap.

2. Fasten the latch to ensure a good contact between the strap and your skin.

There are two types of ESD-preventive wrist straps, ESD jack and metallic clip.

− When using a strap with a pin connector, insert the grounding terminal of the strap to

the ESD hole on the chassis, as shown in Figure 6-1.

Figure 6-1 Wearing an ESD-preventive wrist strap with a pin connector

− When using a strap with a clasp, attach the clasp to the square hold at the chassis side,

as shown in Figure 6-2.

Figure 6-2 Wearing an ESD-preventive wrist strap with a clasp

NetBackup 5020



1. Make sure the latch is closely locked and the grounding terminal has been inserted to the

ESD hold or the clasp is attached to the chassis hole firmly.

Step 2 As shown in step (1) in Figure 6-3, press the latch on the handle to spring up the handle of the

disk module.

Step 3 As shown in step (2) in Figure 6-3, move the handle outward.

Step 4 As shown in step (3) in Figure 6-3, pull out the disk module slowly after 30 seconds.

Figure 6-3 Removing a disk module

Step 5 Put the removed disk module in an ESD-preventive bag.

Step 6 Take the disk module to be installed out of the ESD-preventive bag and wait for 1 minute.

Step 7 As shown in step (1) in Figure 6-4, insert the disk module into the slot.

Move the handle outward completely; otherwise, the disk module cannot be completely plugged in.

Step 8 As shown in step (2) in Figure 6-4, move the handle inward.


NetBackup 5020



Figure 6-4 Installing a disk module

Step 9 After you insert a disk module, wait for three minutes and then check the indicator to see

whether the disk module is successfully installed.

If the disk online status indicator turns green, the disk module is successfully installed.

If the disk online status indicator is off, the disk module may not be installed correctly. In

this case, refer to information from 2 to 4, plug out the disk module, wait for 1 minute,

and then reinstall it.

Three reasons may cause the indicator to turn red:

− The disk module is not firmly inserted in the slot. Remove it and insert it into the slot

again.

− If the disk online status indicator remains red after you reinsert the disk module,

replace the disk module.

− If the disk online status indicator is still red after replacing the disk module, the link

of the slot may be faulty. Contact technical support for help.

----End

Follow-up Procedure

After you replace the disk module, label the removed disk module for subsequent handling.

6.4 Replacing a Power Module

This section describes how to replace a power module of the NetBackup 5020.

NetBackup 5020




None.

Prerequisite A new power module is available.

The faulty power module has been located.

Precaution

Before replacing the power module, disconnect the power module from the external power

supply to avoid damage to human body and devices.

Use even force during removal or insertion of a power module. Excessive force may

damage the appearance or units of the module.

If replacing the power module during operation keep the interval between removal or

insertion a power module to less than 2 minutes to ensure fault tolerance and proper

system cooling.

Do not hold the module on top of the ejectors when installing it to avoid damage to your

fingers. As shown in Figure 6-6.

Tools and Materials ESD-preventive bag

Tag

Procedure

Step 1 Put on the ESD-preventive wrist strap or gloves. For details, see Put on the ESD-preventive

wrist strap in 6.3 Replacing a Disk Module.

Step 2 Check the status of the power running/alarm indicator to determine the faulty power module.

Step 3 Remove the AC power module.

Press the spring leaf of the AC power module and hold the handle. Then, remove the power

module slowly, as shown in Figure 6-5.


NetBackup 5020



Figure 6-5 Removing an AC power module

Step 4 Put the removed power module into an ESD-preventive bag. The operation of removing the

power module is completed.

Step 5 Take the power module to be installed out of the ESD-preventive bag. Install the power

module into the device until it is tightly inserted, as shown in Figure 6-6.

NetBackup 5020



Figure 6-6 Installing an AC power module

Step 6 Connect the NetBackup 5020 with power cables (ensure that they are seated properly) and

peripheral devices, and power on the NetBackup 5020.

Step 7 Check whether the installation is successful by observing the status of the power

running/alarm indicator.

If the power running/alarm indicator is green, it indicates a successful installation.

If the power running/alarm indicator is orange, or off, it indicates that the newly-installed

power module may be installed improperly or non-functional. In that case, reinstall or

replace the power module.

----End

Follow-up Procedure

After the power module is replaced, label the replaced power module for the convenience of

subsequent handling.

6.5 Replacing a Fan

This section describes how to replace a fan.


NetBackup 5020




The NetBackup 5020 must be powered off before replacement of a fan. Powering off the

NetBackup 5020 will affect services on the NetBackup 5020. Plan for a downtime event prior

to service.

Prerequisite A new fan is available.

The faulty fan is located.

Fans are installed in the middle part of the chassis. Remove the rear cover of chassis

beforehand.

Before replacing a fan, ensure the NetBackup 5020 is properly shut down and disconnect

the NetBackup 5020 from peripheral devices and power connections.

Precaution Only professional technical support engineers are allowed to replace fans.

Each NetBackup 5020 has two power supplies. Ensure that power to all supplies are

disconnected.

Tools and Materials Screwdriver

Tie

Cable cutter

ESD-preventive glove


ESD-preventive bag

Tag

Procedure

Step 1 Put on the ESD-preventive wrist strap or gloves. For details, see Put on the ESD-preventive

wrist strap in 6.3 Replacing a Disk Module.

Step 2 Power off the NetBackup 5020 and disconnect it from the power sockets and external devices.

Step 3 Move the NetBackup 5020 out of the cabinet to an ESD-free operating platform.

Follow these steps to remove the device from the cabinet:

1. As shown in step (1) in Figure 6-7, loose the four screws anti-clockwise.

2. As shown in step (2) in Figure 6-7, hold the handles at the chassis sides and pull out the

device slowly.

It is recommended to have four people to move the NetBackup 5020.

NetBackup 5020



Figure 6-7 Removing the device

Step 4 Remove the rear cover of chassis.

1. As shown in step (1) in Figure 6-8, loosen the screw on the rear cover of chassis .

2. As shown in step (2) in Figure 6-8, lift the rear cover gently.

3. As shown in step (3) in Figure 6-8, remove the rear cover.


NetBackup 5020



Figure 6-8 Removing the rear cover of chassis

Step 5 Use the cable cutter to cut the tie that bundles the cable, and remove the fan connection cable

between the faulty fan and the power convertor.

As shown in Figure 6-9, NetBackup 5020 has four fan modules. You can find the faulty fan by

the indicator status.

If the fan running/alarm indicator turns on in green, the fan is normal.

If the fan running/alarm indicator turns to red or becomes off, the fan is faulty.

NetBackup 5020



Figure 6-9 Architecture

Step 6 As shown in Figure 6-10, press the ejectors and hold the handle to pull out the fan upward.

Figure 6-10 Removing a fan

Replacing the fourth fan is used as an example in this document. In the actual application, only the

faulty fan should be replaced.

Step 7 Put the removed fan in an ESD-preventive bag.

Step 8 Take the fan to be installed out of the ESD-preventive bag.

Step 9 As shown in Figure 6-11, insert the fan into the slot until it totally seats in the slot.


NetBackup 5020



Figure 6-11 Installing a fan

Step 10 Insert the cable that connect the fan and the power convertor, and use a tie to bundle and fix

the cable.

Step 11 Install the rear cover of chassis .

1. Put the rear cover of chassis to the corresponding place on the top of the chassis.

2. As shown in step (1) in Figure 6-12, close the rear cover.

3. As shown in step (2) in Figure 6-12, fasten the screw on the rear cover of chassis.

NetBackup 5020



Figure 6-12 Installing the rear cover of chassis

Step 12 Install the device in the chassis.

1. As shown in step (1) in Figure 6-13, push the device in to the chassis slowly.

2. As shown in step (2) in Figure 6-13, fasten the screws clockwise.


NetBackup 5020



Figure 6-13 Installing the device

Step 13 Connect the power supply and peripheral devices, and the power on the device.

Step 14 Check the Fan Status in system monitor interface. For details, see "Checking the Fan Status"

in NetBackup 5020 Routine Maintenance.

----End

Follow-up Procedure

After you replace the fan, label the removed fan for subsequent handling.

6.6 Replacing Two mini SAS cables

This section describes how to replace mini SAS (Serial Attached SCSI) Cables.

NetBackup 5020




Only professional technical engineers are allowed to remove the rear cover of the chassis

to replace the parts in the system.

The NetBackup 5020 must be powered off before replacement of mini SAS cables.

Powering off the NetBackup 5020 will affect services on the NetBackup 5020. Plan for a

downtime event prior to service.

Prerequisite Two new mini SAS cables are available.

The mini SAS cables are installed in the rear part of the chassis. Remove the rear chassis

cover and air hood beforehand.

Before replacing mini SAS cables, ensure the NetBackup 5020 is properly shut down

and then disconnect the NetBackup 5020 from power and peripheral devices.

Precaution Only professional technical support engineers are allowed to replace the two mini SAS

cables.

Each NetBackup 5020 has two power supplies. Ensure that all supplies are disconnected.

When connecting the RAID card to the backplane with mini SAS cables, connect the

SAS A and SAS B on the backplane respectively to the SAS A and SAS B of the RAID

card. For detail, see Figure 6-14.

When connecting the mini SAS cables, ensure proper connection. Otherwise, you may

fail to find all the disks after replace the mini SAS cables.


Tie

Cable cutter

ESD-preventive gloves


ESD-preventive bag

Tag

Procedure

Step 1 Put on the ESD-preventive wrist strap and ESD-preventive gloves. For details, see Put on the

ESD-preventive wrist strap in 6.3 Replacing a Disk Module.

Step 2 Power off the NetBackup 5020 and disconnect it from power and peripheral devices.

Step 3 Remove the NetBackup 5020 from the cabinet, and put it on an ESD-free operating platform.

For details, see 3 in 6.5 Replacing a Fan.


NetBackup 5020



Step 4 Remove the rear cover of the chassis. For details, see 4 in 6.5 Replacing a Fan.

Step 5 Press the spring leaf, pull out the mini SAS cable from the RAID card, as shown in step (1) in

Figure 6-14.

Step 6 Press the spring leaf, pull out the mini SAS cable from the backplane, as shown in step (2) in

Figure 6-14.

Figure 6-14 Removing two mini SAS cables

Step 7 Place the removed mini SAS cables into the ESD-preventive bag. The operation of removing

the mini SAS cables are completed.

Step 8 Take the mini SAS cable to be installed out of the ESD-preventive bag.

Step 9 Connect the mini SAS cables to the RAID card and the backplane, as shown in step (1)(2) in

Figure 6-15.

NetBackup 5020



Figure 6-15 Installing two mini SAS cables

Step 10 Install the rear cover of the chassis. For details, see 11 in 6.5 Replacing a Fan.

Step 11 Install the NetBackup 5020 into the cabinet. For details, see 12 in 6.5 Replacing a Fan.

Step 12 Connect the NetBackup 5020 with power and peripheral devices.

Step 13 Check whether the installation is successful through the following steps.

1. Power on the NetBackup 5020.

2. During the sel-check of RAID card, the following prompt is displayed. As shown in

Figure 6-16.


NetBackup 5020



Figure 6-16 Prompt

3. After the sel-check of RAID card, two Virtual Drivers were detected. As shown in

Figure 6-17.

Figure 6-17 Virtual Drivers

----End

Follow-up Procedure

After the mini SAS cables are replaced, label on the mini SAS cables for the convenience of


6.7 Replacing RAID Card

This section describes how to replace the RAID card.


The NetBackup 5020 must be powered off before replacement of the RAID card. Powering

off the NetBackup 5020 will affect services on the NetBackup 5020. Plan for a downtime

event prior to service.

NetBackup 5020



Prerequisite A new RAID card is available.

The RAID card is installed in the rear part of the chassis. You need to remove the rear

cover of chassis beforehand.

Before replacing the RAID card, ensure the NetBackup 5020 is properly shut down, and

then disconnect the NetBackup 5020 from power and peripheral devices.

Precaution Only professional technical support engineers are allowed to replace the RAID card.


When you connect the RAID card to the backplane with a mini SAS cable, connect the


card, as shown inFigure 6-18.

When you insert the mini SAS cables, ensure that the cables are properly inserted and

contacted well.

− If one of the mini SAS cable is not properly inserted, only half of the disks will be

detected.

− If both of the mini SAS cables are not properly inserted, none of the disks will be

detected.




ESD-preventive bag

Tag

Procedure







Step 5 Remove the mini SAS cables from the RAID card, as shown in step (1) in Figure 6-18.

Step 6 Loosen the screw on the chassis anti-clockwise, as shown in step (2) in Figure 6-18.

Step 7 Remove the RAID card upward from the slot 0, as shown in step (3) in Figure 6-18.


NetBackup 5020



Figure 6-18 Removing the RAID card

Step 8 Loosen the screws anti-clockwise on bracket of RAID card, as shown in step (1) in Figure

6-19.

Step 9 Take out the bracket, as shown in step (2) in Figure 6-19.

NetBackup 5020



Figure 6-19 Removing the bracket

Step 10 Fasten the screws of RAID card battery module clockwise, as shown in Figure 6-20.

Figure 6-20 Fastening the RAID card battery module

Step 11 Loosen the screws anti-clockwise on the RAID card battery module, as shown in step (1) in

Figure 6-21.

Step 12 Remove the RAID card battery module upward, as shown in step (2) in Figure 6-21.


NetBackup 5020



Figure 6-21 Removing the RAID battery module

Step 13 Put the removed RAID card into the ESD-preventive bag. The operation of removing the

RAID card is completed.

Step 14 Take the RAID card to be inserted out of the ESD-preventive bag.

Step 15 Align the battery module to the J10 port, and insert the battery card into the RAID card

downward, as shown in step (1) in Figure 6-22.

Step 16 Fasten the screws of RAID card battery module clockwise , as shown in step (2) in Figure

6-22.

Figure 6-22 Installing the battery module

Step 17 Loosen the screws of RAID card battery module anti-clockwise, as shown in Figure 6-23.

NetBackup 5020



Figure 6-23 Loosening the RAID card battery module

Step 18 Install the bracket, as shown in step (1) in Figure 6-24.

Step 19 Fasten the screws clockwise on bracket of RAID card, as shown in step (2) in Figure 6-24.

Figure 6-24 Installing the bracket

Step 20 Align the RAID card to the slot 0, and insert the RAID card into the slot 0 downward

vertically, as shown in step (1) in Figure 6-25.

Step 21 Fasten the screw clockwise to fix the RAID card into the chassis, as shown in step (2) in

Figure 6-25.

Step 22 Connect one end of the mini SAS cable to the RAID card, as shown in step (3) in Figure 6-25.


NetBackup 5020



Figure 6-25 Installing the RAID card



Step 25 Connect the NetBackup 5020 with power sockets and peripheral devices.

Step 26 Check whether the installation is successful through the following steps.

1. Power on the NetBackup 5020.

2. During the sel-check of RAID card, the following prompt is displayed. As shown in

Figure 6-26.

NetBackup 5020



Figure 6-26 Prompt

3. After the sel-check of RAID card, two Virtual Drivers were detected. As shown in

Figure 6-27.

Figure 6-27 Virtual Drivers

----End

Follow-up Procedure

After the RAID card is replaced, label on the replaced RAID card for the convenience of


6.8 Replacing RAID Card Battery Module

This section describes how to replace the RAID card battery module.


The NetBackup 5020 must be powered off before replacement of the RAID card battery

module. Powering off the NetBackup 5020 will affect services on the NetBackup 5020. Plan

for a downtime event prior to service.


NetBackup 5020



Prerequisite A new RAID card battery module is available.

The RAID card is installed in the rear part of the chassis. You need to remove the rear


Before replacing the RAID card battery module, ensure the NetBackup 5020 is properly

shut down, and then disconnect the NetBackup 5020 from the power sockets and

peripheral devices.

Precaution Only professional technical support engineers are allowed to replace the RAID card

battery module.


When you connect the RAID card to the backplane with a mini SAS cable, connect the


card.

When you insert the mini SAS cable, ensure that the cable is properly inserted and

contacted well.

− If one of the mini SAS cable is not properly inserted, only half of the disks will be

detected.

− If both of the mini SAS cables are not properly inserted, none of the disks will be

detected.




ESD-preventive bag

Tag

Procedure







Step 5 Remove the RAID card upward from the slot 0. For details, see 5 to 7 in 6.7 Replacing RAID

Card.

Step 6 Replace the RAID card battery module. For details, see 8 to 19 in 6.7 Replacing RAID Card.

Step 7 Align the RAID card to the slot 0, and insert the RAID card into the slot 0 downward

vertically. For details, see 20 to 22 in 6.7 Replacing RAID Card.



NetBackup 5020



Step 10 Connect the NetBackup 5020 with power and peripheral devices, and then power on the

NetBackup 5020.

Step 11 Refer to 26 in 6.7 Replacing RAID Card to check whether the installation is successful.

----End

Follow-up Procedure

After the RAID card battery module is replaced, label on the replaced RAID card battery

module for the convenience of subsequent handling.

6.9 Replacing 10GE NIC

This section describes how to replace a 10GE NIC.


The NetBackup 5020 must be powered off before replacement of a 10GE NIC. Powering off

the NetBackup 5020 will affect services on the NetBackup 5020. Plan for a downtime event

prior to service.

Prerequisite A new 10GE NIC is available.

The 10GE NIC is installed in the rear part of the chassis. You need to remove the rear


Before replacing the 10GE NIC, ensure the NetBackup 5020 is shut down properly, and

then disconnect the NetBackup 5020 from the power and peripheral devices.

Precaution Only professional technical support engineers are allowed to replace a 10GE NIC.





ESD-preventive bag

Tag


NetBackup 5020



Procedure







Step 5 Loosen the screw on the chassis anti-clockwise, as shown in step (1) in Figure 6-28.

Step 6 Remove the 10GE NIC upward from the slot 2, as shown in step (2) in Figure 6-28.

Figure 6-28 Removing a 10GE NIC

Step 7 Put the removed 10GE NIC into the ESD-preventive bag. The operation of removing the

10GE NIC is completed.

Step 8 Take the 10GE NIC to be inserted out of the ESD-preventive bag.

Step 9 Align the 10GE NIC to the slot 2, and insert the 10GE NIC into the slot 2 downward

vertically, as shown in step (1) in Figure 6-29.

Step 10 Fasten the screw clockwise to fix the 10GE NIC into the chassis, as shown in step (2) in

Figure 6-29.

NetBackup 5020



Figure 6-29 Installing a 10GE NIC




NetBackup 5020.

After replacing the 10GE NIC, you need to perform bonding operation.

Step 14 Refer to the indicators of 10GE NIC to check whether the installation is successful.

If the indicator of ACT/LNK shows light or blink, the installation is successful.

If the indicator of ACT/LNK shows off, the installation is unsuccessful. Please reinstall.

----End

Follow-up Procedure

After the 10GE NIC is replaced, label on the replaced 10GE NIC for the convenience of


6.10 Replacing a DIMM

This section describes how to replace a DIMM.


NetBackup 5020




The NetBackup 5020 must be powered off before replacement of a memory. Powering off

the NetBackup 5020 will affect services on the NetBackup 5020. Plan for a downtime event

prior to service.

Prerequisite A new memory is available.

The faulty memory is located.

The memory is installed in the rear part of the chassis. You need to remove the rear cover

of chassis and air hood beforehand.

Before replacing the memory, ensure the NetBackup 5020 is shutdown properly and

disconnect the NetBackup 5020 from power and peripheral devices.

Precaution Only professional technical support engineers are allowed to replace the memory.

Each NetBackup 5020 has two power supplies. Make sure all supplies are disconnected.

Before removing the air hood for the first time, remove the tape first.

The DIMM fits in only one direction. Do not force a DIMM into the socket to avoid

damaging the DIMM and the socket.




ESD-preventive bag

Tag

Procedure







Step 5 As shown in Figure 6-30, pull out the air hood upward.

NetBackup 5020



Figure 6-30 Removing the air hood

Step 6 As shown in step (1) in Figure 6-31, open the clips to loosen the DIMM.

Step 7 As shown in step (2) in Figure 6-31, pull the DIMM upward.


NetBackup 5020



Figure 6-31 Removing a DIMM

Step 8 Put the removed memory in to an ESD-preventive bag.

Step 9 Take the memory to be installed out of the ESD-preventive bag.

Step 10 As shown in Figure 6-32, release the clips.

Figure 6-32 Releasing the clips

Step 11 As shown in Figure 6-33, align the notch on the memory and that on the slot and insert the

memory downward in the slot. The clips will automatically lock the memory.

NetBackup 5020



Figure 6-33 Installing a DIMM

Step 12 As shown in Figure 6-34, line up the notch on the chassis and install the air hood.

Figure 6-34 Installing the air hood


NetBackup 5020






NetBackup 5020.

Step 16 Check the memory capacity during BIOS boot.

If the memory capacity equals the actual value, the installation was successful.

If the memory capacity is less than the actual value, reinstall the memory.

----End

Follow-up Procedure

After you replace the memory, label the removed memory for subsequent handling.

6.11 Replacing the Chassis

This section describes how to replace the chassis.


Only professional maintenance personnel are allowed to remove the middle or rear cover of

the chassis to replace the parts in the system. Powering off the NetBackup 5020 will affect

services on the NetBackup 5020. Plan for a downtime event prior to service.

Prerequisite The chassis to be replaced is available.

Before replacing the chassis, shut down the NetBackup 5020 properly and disconnect it

from the power and external devices.

Before replacing the chassis, need to remove disk modules, power modules, RAID card,

10GE NIC, and all DIMMs, then install them into the spare chassis.

Precaution Only professional technical support engineers are allowed to replace the chassis.


The CPU heat sink may get high temperature when the NetBackup 5020 works.

Therefore, wait for a period of time after powering off the device until the heat sink cools

down.


NetBackup 5020



Tie

Cable cutter



ESD-preventive bag

Tag

Procedure






Step 4 Remove the 24 hard disks from the faulty chassis, and install them in the spare chassis in the

same slots as in the original chassis.

1. Remove the hard disks from faulty chassis. For details, see 2 to 4 in 6.3 Replacing a Disk

Module.

2. Install the disk modules in the spare chassis. For details, see 7 to 9 in 6.3 Replacing a

Disk Module.

Step 5 Remove the two power modules from the faulty chassis, and install them in the spare chassis

in the same positions as in the original chassis.

1. Remove the two power modules from the faulty chassis. For details, see 3 in 6.4

Replacing a Power Module.

2. Install the power modules in the spare chassis. For details, see 5 in 6.4 Replacing a

Power Module.

Step 6 Remove the rear covers of the faulty chassis and spare chassis.

Remove the rear cover of the chassis. For details, see 4 in 6.5 Replacing a Fan.

Step 7 Remove the RAID card of the faulty chassis. Install the RAID card into the PCI-E slot 0 of

the spare chassis, and connect the mini SAS cables to the RAID card.

1. Remove the RAID card upward from the slot 0. For details, see 5 to 7 in 6.7 Replacing

RAID Card.

2. Install the RAID card and connect the mini SAS Cables. For details, see 20 to 22 in 6.7

Replacing RAID Card.

Step 8 Remove the 10GE NIC of the faulty chassis, and install it into the PCI-E slot 2 of the spare

chassis.

1. Remove the 10GE NIC from the faulty chassis. For details, see 5 to 6 in 6.9 Replacing

10GE NIC.

2. Install the 10GE NIC in the spare chassis. For details, see 9 to 10 in 6.9 Replacing 10GE

NIC.

Step 9 Remove the eight DIMMs of the faulty chassis, and install the eight DIMMs into the spare

chassis in the same slots as in the original chassis..

1. Remove the air hood. For details, see 5 in 6.10 Replacing a DIMM.


NetBackup 5020



2. Remove the DIMMs from the faulty chassis. For details, see 6 to 7 in 6.10 Replacing a

DIMM.

3. Install the DIMMs in the spare chassis. For details, see 10 to 11 in 6.10 Replacing a

DIMM.

4. Install the air hood in the spare chassis. For details, see 12 in 6.10 Replacing a DIMM.

Step 10 Install the rear cover of the faulty chassis and spare chassis. For details, see 11 in 6.5

Replacing a Fan.


Step 12 Connect the NetBackup 5020 with the power sockets and peripheral devices, and then power

on the NetBackup 5020.

After replacing the chassis, you need to re-configure the system.

----End

Follow-up Procedure

After the chassis is replaced, label on the faulty chassis for the convenience of subsequent

handling.

NetBackup 5020

Hardware Troubleshooting Guide A How to Obtain Help

Issue 01 (2010-12-10) Symantec Corporation A-1

A How to Obtain Help

If a problem persists in troubleshooting, contact Symantec for technical support.

A.1 Preparations For Contacting Symantec

To better solve the problem, you need to collect troubleshooting information and make

debugging preparations before contacting Symantec.

A.2 How to Use the Document

Symantec provides usage documents shipped with the device. Through these documents, you

can solve problems that occur during troubleshooting.

A.3 Technical Support

Symantec Technical Support maintains support centers globally. Technical Support's primary

role is to respond to specific queries about product features and functionality. The Technical

Support group also creates content for our online Knowledge Base. The Technical Support

group works collaboratively with the other functional areas within Symantec to answer your

question in a timely fashion. For example, the Technical Support group works with Product

Engineering and Symantec Security Response to provide alerting services and virus definition

updates.

A.1 Preparations For Contacting Symantec

To better solve the problem, you need to collect troubleshooting information and make

debugging preparations before contacting Symantec.

A.1.1 Collecting Troubleshooting Information

Collect necessary information for the troubleshooting.

A.1.2 Making Debugging Preparations

When seeking technical support, Symantec technical support engineers may help you to

perform some operations to further collect fault information or remove the fault.

A.1.1 Collecting Troubleshooting Information

Collect necessary information for the troubleshooting.

Detailed name and address of the customer

Contact person and telephone number


NetBackup 5020


A-2 Symantec Corporation Issue 01 (2010-12-10)

Time when the fault occurred

Detailed description of the fault

Device type, serial number, and software version

Measures taken after the fault occurred and the related results

Problem level and required solution deadline

A.1.2 Making Debugging Preparations

When seeking technical support, Symantec technical support engineers may help you to

perform some operations to further collect fault information or remove the fault.

A.2 How to Use the Document

Symantec provides usage documents shipped with the device. Through these documents, you

can solve problems that occur during troubleshooting.

To solve the problems better, use the documents before you contact Symantec for technical

support.

A.3 Technical Support

Symantec Technical Support maintains support centers globally. Technical Support's primary

role is to respond to specific queries about product features and functionality. The Technical

Support group also creates content for our online Knowledge Base. The Technical Support

group works collaboratively with the other functional areas within Symantec to answer your

question in a timely fashion. For example, the Technical Support group works with Product

Engineering and Symantec Security Response to provide alerting services and virus definition

updates.

Symantec's maintenance offerings include the following:

A range of support options that give you the flexibility to select the right amount of

service for any size organization.

Telephone and Web-based support that provides rapid response information.

Upgrade assurance that delivers automatic software upgrade protection.

Global support available 24 hours a day, 7 days a week.

Advanced features, including Account Management Services.

For information about Symantec's Maintenance Programs, you can visit our Website at the

following URL: http://www.symantec.com/techsupp/

A.3.1 Contacting Technical Support

A.3.2 Licensing and Registration

A.3.3 Customer Service

A.3.4 Maintenance Agreement Resources

A.3.5 Additional Enterprise Services

A.3.1 Contacting Technical Support

Customers with a current maintenance agreement may access Technical Support information

at the following URL: http://www.symantec.com/techsupp/

NetBackup 5020

Hardware Troubleshooting Guide A How to Obtain Help

Issue 01 (2010-12-10) Symantec Corporation A-3

Before contacting Technical Support, make sure you have satisfied the system requirements

that are listed in you product documentation. Also, you should be at the computer on which

the problem occurred, in case it is necessary to replicate the problem.

When you contact Technical Support, please have the following information available:

Product release level

Hardware information

Available memory, disk space, and NIC information

Operating system

Version and patch level

Network topology

Router, gateway, and IP address information

Problem description:

− Error messages and log files

− Troubleshooting that was performed before contacting Symantec

− Recent software configuration changes and network changes

A.3.2 Licensing and Registration

If your Symantec product requires registration or a license key, access our technical support

web page at the following URL: http://www.symantec.com/techsupp/ and then click Business

Product Support.

A.3.3 Customer Service

Customer service information is available at the following URL:

http://www.symantec.com/techsupp/

Customer Service is available to assist with the following types of issues:

Questions regarding product licensing or serialization

Product registration updates, such as address or name changes

General product information (features, language availability, local dealers)

Latest information about product updates and upgrades

Information about upgrade assurance and maintenance contracts

Information about the Symantec Buying Programs

Advice about Symantec's technical support options

Nontechnical presales questions

Issues that are related to CD-ROMs or manuals

A.3.4 Maintenance Agreement Resources

If you want to contact Symantec regarding an existing maintenance agreement, please contact

the maintenance agreement administration team for your region as follows:

Asia-Pacific and Japan: [email protected]

Europe, Middle-East, and Africa: [email protected]

North America and Latin America: [email protected]


NetBackup 5020


A-4 Symantec Corporation Issue 01 (2010-12-10)

A.3.5 Additional Enterprise Services

Symantec offers a comprehensive set of services that allow you to maximize your investment

in Symantec products and to develop your knowledge, expertise, and global insight, which

enable you to manage your business risks proactively.

Enterprise services that are available include the following:

Symantec Early Warning Solutions

These solutions provide early warning of cyber attacks, comprehensive threat analysis,

and countermeasures to prevent attacks before they occur.

Managed Security Services

These services remove the burden of managing and monitoring security devices and

events, ensuring rapid response to real threats.

Consulting Services

Symantec Consulting Services provide on-site technical expertise from Symantec and its

trusted partners. Symantec Consulting Services offer a variety of prepackaged and

customizable options that include assessment, design, implementation, monitoring, and

management capabilities. Each is focused on establishing and maintaining the integrity

and availability of your IT resources.

Educational Services

Educational Services provide a full array of technical training, security education,

security certification, and awareness communication programs.

To access more information about Enterprise services, please visit our Web site at the

following URL: www.symantec.com.

Select your country or language from the site index.

NetBackup 5020

Hardware Troubleshooting Guide B Acronyms and Abbreviations

Issue 01 (2010-12-10) Symantec Corporation B-1

B Acronyms and Abbreviations

B

BIOS Basic Input/Output System

BBU Battery Backup Unit

C

CPU Central Processing Unit

D

DAS Direct Attached Storage

DIMM Dual-inline Memory Module

E

ESD Electro Static Discharge

F

FC Fibre Channel

N

NAS Network Attached Storage

O

OTDR Optical Time Domain Reflectometry

P

B Acronyms and Abbreviations

NetBackup 5020


B-2 Symantec Corporation Issue 01 (2010-12-10)

PCIE Peripheral Component Interconnect express

R

RAID Redundant Arrays of Independent Disks

S

SAN Storage Area Network

SAS Serial Attached SCSI

SCSI Small Computer Systems Interface

Hardware Troubleshooting Guide - Cornerstone OnDemand · The following table lists the product...

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