Symantec NetBackup 5220 Hardware Troubleshooting Manual

NetBackup 5220 and Symantec Storage

Shelf™

Hardware Troubleshooting Guide

Release 2.0

NetBackup 5220 and Symantec Storage Shelf™:

Hardware Troubleshooting Guide

The software described in this book is furnished under a license agreement and may be used

only in accordance with the terms of the agreement.

Last updated: June 10, 2011.

Legal Notice

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open source or free software licenses. Please see the Third Party Software file accompanying

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The product described in this document is distributed under licenses restricting its use,

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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 questions 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 support 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/or Web-based support that provides rapid response and

up-to-the-minute information

 Upgrade assurance that delivers software upgrades

 Global support purchased on a regional business hours or 24 hours a day, 7

days a week basis

 Premium service offerings that include Account Management Services

For information about Symantec’s support offerings, you can visit our Web site at

the following URL:

www.symantec.com/business/support/

All support services will be delivered in accordance with your support agreement

and the then-current enterprise technical support policy.

Contacting Technical Support

Customers with a current support agreement may access Technical Support

information at the following URL:

www.symantec.com/business/support/

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

requirements that are listed in your 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

4

 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

Licensing and registration

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

support Web page at the following URL:

www.symantec.com/business/support/

Customer service

Customer service information is available at the following URL:

www.symantec.com/business/support/

Customer Service is available to assist with non-technical questions, such as 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 support 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

Support agreement resources

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

contact the support agreement administration team for your region as follows:

Asia-Pacific and Japan [email protected]

5

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

North America and Latin America

supportsolutions@symantec.com

7

Contents

Contents...................................................................................................................................... 7

Figures ...................................................................................................................................... 12

Tables ....................................................................................................................................... 15

Chapter 1 Chapter 1 About this guide .............................................................. 16

Introducing this guide ........................................................................................................... 16

Product version ....................................................................................................................... 16

Intended audience ................................................................................................................... 16

Product documentation ......................................................................................................... 17

NetBackup 5220 and Symantec Storage Shelf documents ................................... 17

NetBackup 5200 Series documentation .................................................................... 17

Chapter 2 Chapter 2 NetBackup 5220 and Symantec Storage Shelf description19

Features..................................................................................................................................... 20

NetBackup 5220 components ............................................................................................... 23

Control panel .................................................................................................................. 24

Mainboard ....................................................................................................................... 26

Configuration jumpers .................................................................................................. 29

NetBackup 5220 front view ......................................................................................... 31

NetBackup 5220 rear panel ......................................................................................... 32

NetBackup 5220 SAS midplane .................................................................................. 35

NetBackup 5220 SAS backplane ................................................................................. 35

NetBackup 5220 RAID Support ................................................................................. 36

NetBackup 5220 Remote Management Module 3 (RMM3) ............................... 43

NetBackup 5220 and Symantec Storage Shelf rack mounting ............................ 43

NetBackup 5220 and Symantec Storage Shelf chassis covers ............................. 43

Hot-swappable, Customer-replaceable units (CRUs) ..................................................... 43

Non-Hot-swappable components (FRUs) ......................................................................... 46

Chapter 3 Chapter 3 General fault diagnosis .................................................... 47

Basic principles ........................................................................................................................ 47

Troubleshooting processes ................................................................................................... 48

Check and record LED indicator status ................................................................... 49

Read the control panel .................................................................................................. 49

Access the monitoring interfaces ............................................................................... 49

Observe and analyze fault symptom(s) ..................................................................... 49

8

Chapter 4 Chapter 4 LED status indicators ....................................................... 50

NetBackup 5220 LEDs .......................................................................................................... 50

Mainboard LEDs ........................................................................................................... 50

Control panel .................................................................................................................. 51

2-Port 8Gb FC HBA ..................................................................................................... 52

4-Port GE NIC ............................................................................................................... 54

2-Port 10GE NIC .......................................................................................................... 55

Symantec Storage Shelf LEDs ............................................................................................. 56

Disk module and device LEDs .................................................................................... 56

I/O module LEDs .......................................................................................................... 57

Power module LED ....................................................................................................... 59

Chapter 5 Chapter 5 Troubleshooting scenarios .............................................. 61

Hardware fault types .............................................................................................................. 61

Hardware cannot be powered on ......................................................................................... 62

Possible causes ................................................................................................................ 63

Fault Diagnosis .............................................................................................................. 63

Procedure ......................................................................................................................... 63

Memory capacity has decreased .......................................................................................... 64

Symptom .......................................................................................................................... 64

Possible Causes ............................................................................................................... 64

Fault Diagnosis .............................................................................................................. 64

Procedures ....................................................................................................................... 65

Disk status LED is red .......................................................................................................... 69

Symptom .......................................................................................................................... 69

Possible Causes ............................................................................................................... 70

Fault Diagnosis .............................................................................................................. 70

Procedure ......................................................................................................................... 70

All disks cannot be scanned .................................................................................................. 70

Possible Causes ............................................................................................................... 71

Fault Diagnosis .............................................................................................................. 71

Procedure ......................................................................................................................... 71

Fan On/Alarm LED is red or other data indicates fan problems ............................... 73

Symptoms ........................................................................................................................ 74

Possible Causes ............................................................................................................... 74

Fault Diagnosis .............................................................................................................. 74

Procedure ......................................................................................................................... 74

Power module problems ........................................................................................................ 77

Symptom .......................................................................................................................... 77

Possible Causes ............................................................................................................... 78

Fault Diagnosis .............................................................................................................. 78

9

Procedure ......................................................................................................................... 78

NetBackup 5220 system-induced power-off ..................................................................... 79

Symptom .......................................................................................................................... 79

Possible causes ............................................................................................................... 79

Fault Diagnosis .............................................................................................................. 79

Procedure ......................................................................................................................... 80

System Alarm/Location indicator is on ............................................................................ 83

Symptoms ........................................................................................................................ 83

Alarm Information ........................................................................................................ 83

Possible Causes .............................................................................................................. 84

Fault Diagnosis .............................................................................................................. 84

Procedure ......................................................................................................................... 84

Chapter 6 Chapter 6 NetBackup 5220 hardware removal and replacement ... 93

Before you begin ..................................................................................................................... 93

Tools and supplies ......................................................................................................... 93

Unpacking the NetBackup 5220.......................................................................................... 94

Installing NetBackup 5220 guide rails .............................................................................. 94

Installing the NetBackup 5220 into a rack ....................................................................... 94

Removing and installing the chassis cover ....................................................................... 95

Removing the NetBackup 5220 chassis cover ........................................................ 95

Re-installing the NetBackup 5220 chassis cover ................................................... 97

Installing or replacing the RAID card and accessories ................................................. 97

Removing the chassis cover ........................................................................................ 98

Removing the PCI Riser Assembly ........................................................................... 99

Removing the internal air duct ................................................................................ 101

Adding DIMM (memory) .......................................................................................... 102

Installing the Battery Backup Unit (BBU) ............................................................ 104

Inserting the RAID card into the PCI Riser Assembly ...................................... 105

Installing or replacing PCI add-in cards ......................................................................... 108

Removing and re-installing the baffles ............................................................................ 113

Removing the fan baffle .............................................................................................. 114

Re-installing the fan baffle......................................................................................... 114

Removing the air baffle .............................................................................................. 114

Re-installing the air baffle ......................................................................................... 114

Review of NetBackup 5220 front panel disk locations ................................................. 115

Installing and Removing a Hot-swap 2.5-inch Hard Drive........................................ 115

Installing a Hot-swap SAS Hard Disk Drive ........................................................ 115

Removing a Hot-swap SAS Hard Disk Drive ....................................................... 116

Filling empty bays ................................................................................................................ 116

Installing and removing the I/O expansion module .................................................... 118

Installing the I/O expansion module ...................................................................... 118

10

Removing the I/O Expansion Module ................................................................... 121

Remote Management Module 3 ........................................................................................ 124

RAID Activation Key and RAID Mini-DIMM ............................................................. 124

Installing or Replacing the RAID Battery Backup Unit (BBU) ................................ 124

Replacing the Power Supply Modules ............................................................................. 128

Replacing a fan module ........................................................................................................ 129

Installing and removing the rack handles ....................................................................... 134

Installing and removing the bezel .................................................................................... 134

Chapter 7 Chapter 7 Symantec Storage Shelf hardware removal and

replacement ...................................................................................................... 135

Before you begin .................................................................................................................... 135

Tools and supplies ....................................................................................................... 135

Unpacking the Symantec Storage Shelf ........................................................................... 135

Installing the Symantec Storage Shelf guide rails ........................................................ 136

Installing the Symantec Storage Shelf into a rack ........................................................ 136

Procedure ....................................................................................................................... 137

Symantec Storage Shelf cover/chassis ............................................................................. 137

Disk drives .............................................................................................................................. 137

Power supply modules ......................................................................................................... 139

I/O modules 1 and 2 ............................................................................................................ 140

Cables ....................................................................................................................................... 141

Serial cable ..................................................................................................................... 141

SAS cable connection to the NetBackup 5220....................................................... 141

Power cable ................................................................................................................... 142

SAS cable connection to NetBackup 5220 ....................................................................... 143

Chapter 8 Chapter 8 Symantec Storage Shelf – Frequently Asked Questions 144

Chapter 9 Appendix A: Technical Reference .................................................. 146

750W single power supply input voltages ...................................................................... 146

Environmental specifications ............................................................................................. 147

Chapter 10 Appendix B: Regulatory and Certification Information ................. 149

Product Regulatory Compliance ....................................................................................... 150

Product Safety Compliance ................................................................................................. 150

Product EMC Compliance - Class A Compliance ......................................................... 150

Product Ecology Compliance ............................................................................................. 151

Certifications / Registrations / Declarations ................................................................ 151

Product Regulatory Compliance Markings .................................................................... 152

General rack mount installation guidelines .................................................................... 156

11

Power Cord Usage Guidelines .......................................................................................... 156

Electromagnetic Compatibility Notices .......................................................................... 158

FCC Verification Statement (USA) ......................................................................... 158

ICES-003 (Canada) ...................................................................................................... 158

CE Declaration of Conformity (Europe) ................................................................ 159

VCCI (Japan) ................................................................................................................. 159

BSMI (Taiwan) ............................................................................................................. 159

Regulated Specified Components ...................................................................................... 159

Chapter 11 Appendix C: Installation/Assembly Safety Instructions ................. 160

English .................................................................................................................................... 160

Deutsch ................................................................................................................................... 162

Français ................................................................................................................................... 164

Español .................................................................................................................................... 166

Italiano .................................................................................................................................... 168

12

Figures

NetBackup 5220 chassis (top, external view) ..................................................................................... 19

NetBackup 5220 components ................................................................................................................. 23

NetBackup 5220 control panel LEDs ................................................................................................... 24

NetBackup 5220 mainboard components ............................................................................................ 26

NetBackup 5220 configuration jumpers .............................................................................................. 29

NetBackup 5220 jumpers (actual) ......................................................................................................... 30

NetBackup 5220 front .............................................................................................................................. 31

NetBackup 5220 rear panel ..................................................................................................................... 32

NetBackup 5220 Rear Panel Ports ........................................................................................................ 34

Removing the NetBackup 5220 chassis cover .................................................................................... 37

Chassis with cover removed .................................................................................................................... 37

Chassis with air duct ................................................................................................................................ 38

Chassis with riser assembly and air duct removed ............................................................................ 39

DIMM sockets ........................................................................................................................................... 40

Battery screw holes on RAID controller card .................................................................................... 41

Riser card assembly, upside down .......................................................................................................... 41

Rear of riser card assembly with slots 1-5 .......................................................................................... 42

Troubleshooting flowchart ..................................................................................................................... 48

NetBackup 5220 mainboard LEDs ....................................................................................................... 50

NetBackup 5220 2-port 8Gb FC HBA ................................................................................................. 53

NetBackup 5220 4-port GE NIC ........................................................................................................... 54

NetBackup 5220 2-port 10GE NIC ...................................................................................................... 55

Symantec Storage Shelf front panel LEDs ......................................................................................... 56

I/O module LEDs ..................................................................................................................................... 58

Symantec Storage Shelf power module LED ..................................................................................... 59

DIMM slots ................................................................................................................................................ 65

Location of the disk status LEDs ......................................................................................................... 69

13

Fans and LEDs .......................................................................................................................................... 73

Control panel readout indicates fan problems .................................................................................... 74

Device management screens indicate fan problems. ......................................................................... 74

NetBackup 5220 on/off button ............................................................................................................. 75

NetBackup 5220 power modules ........................................................................................................... 77

System alarm/location indicator ........................................................................................................... 83

Removing the NetBackup 5220 chassis cover .................................................................................... 86

Chassis with cover removed ................................................................................................................... 86

Chassis with air duct ................................................................................................................................ 87

Chassis with DIMMs and DIMM slots ............................................................................................... 88

DIMM slots - detail ................................................................................................................................. 88

Power supply module components ........................................................................................................ 90

Removing the NetBackup 5220 chassis cover .................................................................................... 96

Chassis with cover removed ................................................................................................................... 97

Removing the NetBackup 5220 chassis cover .................................................................................... 99

Chassis with cover removed ................................................................................................................... 99

Chassis with air duct .............................................................................................................................. 101

Chassis with riser assembly and air duct removed .......................................................................... 102

DIMM sockets ......................................................................................................................................... 103

Battery Backup Unit (BBU) screw holes on RAID controller card ............................................ 104

Slot 5 on the rear of the PCI Riser Card Assembly ....................................................................... 105

Riser card assembly, upside down ....................................................................................................... 105

Rear of riser card assembly with slots 1-5 ....................................................................................... 106

Removing the NetBackup 5220 chassis cover .................................................................................. 109

Chassis with cover removed ................................................................................................................. 109

Slots 1 to 4 on the rear of the PCI Riser Card Assembly ............................................................. 110

Riser card assembly, upside down, slots 1 through 4 ...................................................................... 110

Rear of riser card assembly with slots 1 to 5 ................................................................................... 111

NetBackup 5220 fan and air baffles ..................................................................................................... 113

14

NetBackup 5220 front panel ................................................................................................................. 115

Removing the NetBackup 5220 chassis cover .................................................................................. 119

Chassis with cover removed .................................................................................................................. 119

Chassis with air duct .............................................................................................................................. 120

Standoff separators for I/O expansion modules ............................................................................. 121

Removing the NetBackup 5220 chassis cover .................................................................................. 122

Chassis with cover removed .................................................................................................................. 123

Chassis with air duct .............................................................................................................................. 123

Removing the NetBackup 5220 chassis cover .................................................................................. 126

Chassis with cover removed .................................................................................................................. 126

Battery screw holes on RAID controller card .................................................................................. 127

Power Supply Modules .......................................................................................................................... 128

Removing the NetBackup 5220 chassis cover .................................................................................. 130

Chassis with cover removed .................................................................................................................. 130

Chassis with air duct .............................................................................................................................. 131

Fans, baffles, and bridge ......................................................................................................................... 132

Fan connectors ......................................................................................................................................... 133

Symantec Storage Unit rack handles .................................................................................................. 137

Symantec Storage Shelf disk drives ................................................................................................... 138

Symantec Storage Shelf power supply modules .............................................................................. 139

NetBackup 5220 and Symantec Storage Shelf connection ........................................................... 143

15

Tables

NetBackup 5220 and Symantec Storage Shelf documentation set ............................................... 17

NetBackup 5220 rear panel ports .......................................................................................................... 34

NIC port LED indications

...................................................................................................................... 34

Midplane connectors ................................................................................................................................ 35

Backplane connections (front) ................................................................................................................ 35

Backplane connections (rear)

.................................................................................................................. 35

Hot-swappable components .................................................................................................................... 44

Non-hot-swappable components ........................................................................................................... 46

2-port 8Gb FC HBA LED descriptions

............................................................................................... 53

4-port GE NIC LED descriptions ........................................................................................................ 54

2-port 10GE NIC LED descriptions .................................................................................................... 55

Disk module LED indications

................................................................................................................ 56

Device LED indications ........................................................................................................................... 56

I/O module LED descriptions ............................................................................................................... 58

Symantec Storage Shelf power supply LED indications

................................................................. 59

NetBackup 5220 Status LEDs ............................................................................................................... 62

NetBackup 5220 power module on/alarm LED ................................................................................ 63

Alarm information

.................................................................................................................................... 82

Alarm information .................................................................................................................................... 83

Environmental specifications ............................................................................................................... 147

16

Chapter 1

About this guide

Introducing this guide

This document provides detailed instructions for troubleshooting hardware issues

related to the NetBackup 5220 and Symantec Storage Shelf. A basic overview of the

software is included.

Product version

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

Product Name Product Version

NetBackup 5220 2.0

Symantec Storage Shelf 2.0

Intended audience

This document describes maintenance items of the NetBackup 5220 in terms of

maintenance purpose, period, standards, and procedure.

This document is intended for:

 Technical support engineers

 System maintenance engineers

Chapter 1

About this guide

17

Product documentation

NetBackup 5220 and Symantec Storage Shelf documents

The six documents listed below are specific to the NetBackup 5220 appliance and the

Symantec Storage Shelf. Additional information can be obtained in NetBackup 5200

(52xx) Series documentation, listed in the next section.

NetBackup 5220 and Symantec Storage Shelf documentation set

Document

Product Description

Hardware Installation Guide

Hardware Troubleshooting Guide

Software Troubleshooting Guide

Safety Guide

Maintenance Guide

NetBackup 5200 Series documentation

The NetBackup 5200 Series documentation has comprehensive software information.

Features in the 5200 series documents may not be exactly the same as those in the

NetBackup 5220 and Symantec Storage Shelf but these documents provide details,

background information and usage scenarios.

Go to

http://www.symantec.com/docs/DOC2792

NetBackup 5200 Series Administrator’s Guide

to download 5200 series

documents.

This document contains the following types of information:

 Deployment information

 Administering your appliance

 Monitoring information

18

NetBackup 5200 Series Command Reference Guide

The NetBackup 5200 Series Command Reference Guide contains detailed information

about the NetBackup appliance commands that you can run from the NetBackup

appliance shell menu. Each command contains a brief description of the primary

function of the command, a synopsis, and descriptions of each of the options listed in the

synopsis. The NetBackup appliance shell menu is an interactive shell that is available on

the 52xx appliances through SSH. This menu interface enables you to perform most of

the administration functions that are necessary to administer a NetBackup 5200 series

appliance.

Chapter 2

NetBackup 5220 and Symantec Storage Shelf description

19

Chapter 2

NetBackup 5220 and Symantec

Storage Shelf description

This chapter describes the main features of the NetBackup 5220 and Symantec Storage

Shelf, including physical descriptions and features.

NetBackup 5220 chassis (top, external view)

20

Features

Dimensions

 3.44 inches (87.30 mm) high

 16.93 inches (430 mm) wide

 27.75 inches (704.8 mm) deep

 65 pounds (29.5 kg) - maximum chassis weight

Server Board

 Intel

® Server Board S5520UR Processor

 Support for one or two Intel® Xeon® processors in FC-LGA 1366 Socket B

package with up to 95 W Thermal Design Power (TDP)

 4.8 GT/s, 5.86 GT/s and 6.4 GT/s Intel

® QuickPath Interconnect

(Intel

® QPI)

 EVRD11.1

Memory

 Support for 800/1066/1333 MT/s ECC registered (RDIMM) or unbuffered

DIMM (UDIMM) DDR3 memory

 Twelve DIMMs across six memory channels (three channels per processor)

Chipset

 Intel

® 5520 chipset I/O Hub

 Intel

® 82801Jx I/O Controller Hub

Peripheral Interfaces - external connections

 Four USB 2.0 connectors (back)

 One USB 2.0 connector (front)

 RJ-45 serial Port A connector

 Two RJ-45 10/100/1000 Mb Network connections

 DB-15 video connector (front and back)

Peripheral interfaces - internal connections

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