Troubleshooting The Hp Xp24000/Xp20000 Disk Array; Service Information Messages; Hp Storageworks Xp Continuous Track (C-Track); Failure Detection And Reporting Process - HP StorageWorks XP20000/XP24000 - Disk Array Owner's Manual

4 Troubleshooting the HP
XP24000/XP20000 Disk Array

Service information messages

The system generates service information messages (SIMs) to identify normal operations, service
requirements, and failures. SIMs are generated by the SVP and the system microprocessors. Your HP
support representative uses the SIMs to monitor and troubleshoot the system as explained below. You
can view SIMs using the system's management software.

HP StorageWorks XP Continuous Track (C-Track)

The HP StorageWorks XP Continuous Track (C-Track) remote support solution detects and reports
system problems to the HP Storage Technology Centers (STCs). C-Track transmits heartbeats, system
information messages (SIMs), and configuration information for remote data collection and monitoring
purposes. C-Track also enables the STCs to remotely diagnose issues and perform maintenance, if
you permit remote access.
The C-Track solution offers an Internet connectivity option for the XP24000/XP20000 disk arrays in
addition to a modem connectivity option.
The C-Track solution offers an Internet connectivity option for the XP24000/XP20000 disk arrays in
addition to a modem connectivity option. If you choose the Internet-based remote support solution,
additional infrastructure and site preparation are required. This additional preparation may include
server and router requirements, and HP and the customer may both have implementation responsibilities.
For more information about the C-Track Internet-based solution, ask your HP representative.
If you use the modem connectivity option, you can disable C-Track remote diagnosis and maintenance
by setting the Remote Maintenance Enable/Disable switch to the Disable position. When the switch
is in this position, HP technical support cannot perform remote disk array maintenance. However, the
C-Track remote data collection and monitoring functions remain enabled.
If you use the Internet connectivity option, you can disable remote diagnosis and maintenance by
configuring the Customer Access System (CAS) component of the solution to prevent external login
by HP support personnel. The Remote Maintenance Enable/Disable switch position is irrelevant for
the Internet connectivity option, and the C-Track remote data collection and monitoring functions
remain enabled even though remote diagnosis and maintenance are disabled.
By implementing certain configuration settings, HP can disable remote data collection and monitoring,
or remote diagnosis and maintenance, or both.

Failure detection and reporting process

If a failure occurs in the system, the failure is detected and reported to the system log, the SIM log,
and HP technical support, as shown in Figure 13.
XP24000/XP20000 Disk Array Owner's Guide 45