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Symantec netbackup 5030 Troubleshooting Manual

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Symantec NetBackup 5030
Appliance Hardware
Troubleshooting and Parts
Replacement Guide

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Summary of Contents for Symantec netbackup 5030

  • Page 1 Symantec NetBackup 5030 Appliance Hardware Troubleshooting and Parts Replacement Guide...

  • Page 2: Legal Notice

    Copyright © 2013 Symantec Corporation. All rights reserved. Symantec, the Symantec Logo, the Checkmark Logo and NetBackup are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners.
  • Page 3 Symantec Corporation 350 Ellis Street Mountain View, CA 94043 http://www.symantec.com...

  • Page 4: Technical Support

    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.

  • Page 5: Customer Service

    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/...
  • Page 6 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 customercare_apac@symantec.com Europe, Middle-East, and Africa semea@symantec.com North America and Latin America...

  • Page 7: Table Of Contents

    About NetBackup 5030 drive slots ..........18 About drive slot LEDs ............. 18 About the hardware control panel ..........19 About the NetBackup 5030 Appliance rear panel ........ 20 About the cables ................22 About rack mounting ..............22 About the hot-swappable customer-replaceable units (CRUs) ....23...
  • Page 8 About the LEDs on the appliance FC HBA .......... 39 About the appliance RAID SAS card ..........40 About the LEDs on the Symantec Storage Shelf ........40 About the Symantec Storage Shelf I/O module LEDs ......42 About the Symantec Storage Shelf power supply LED ......43...

  • Page 9: Introduction

    Hardware documents The documents that are listed in the following table are specific to the NetBackup 5030 and 5230 Appliances and the Symantec Storage Shelf. These documents address hardware-related issues and provide software and interface information where they are applicable. For information about configuring the software, refer to the NetBackup deduplication software documentation.

  • Page 10: Software Documents

    For NetBackup 5230: http://www.symantec.com/docs/DOC2792. Software documents Symantec NetBackup appliance software is installed on the NetBackup Appliance. The appliance software monitors the hardware in the appliance. The data is collected and maintained on the Appliance Web Console. You can access the Appliance Web Console using the fully qualified host name or the IP address that is associated with appliance.
  • Page 11 NetBackup 5230 Appliances and NetBackup 5400 media server compute nodes. The document describes how to access and use the appliance software. Symantec NetBackup Appliance 1.4.x Release This document lists important new Notes information for this specific release of the software.
  • Page 12 Introduction Software documents...

  • Page 13: Quick Reference

    NetBackup appliance servers. Use authorized replacement parts from Symantec only. If the component that you replace does not resolve the problem, contact Symantec Technical Support for assistance. If the problem does not involve any of the listed components, contact Symantec Technical Support for assistance.

  • Page 14: Replacing Customer Replaceable Symantec Storage Shelf Components

    This section provides links to information in this document that describes how to remove and replace customer replaceable components in Symantec Storage Shelf systems. Use authorized replacement parts from Symantec only. If the component that you replace does not resolve the problem, contact Symantec Technical Support for assistance.

  • Page 15: Understanding The Netbackup Appliance

    This chapter includes the following topics: NetBackup 5030 appliance specifications About the appliance bezel About the appliance front panel About the NetBackup 5030 Appliance rear panel About the cables About rack mounting About the hot-swappable customer-replaceable units (CRUs) NetBackup 5030 appliance specifications This section provides specification information for the server in the NetBackup 5030 Appliance.

  • Page 16: Physical Dimensions

    Understanding the NetBackup Appliance NetBackup 5030 appliance specifications Figure 3-1 Physical dimensions 3.45 inches (87.60 mm) high 19.13 inches (486 mm) wide 28.82 inches (732.2 mm) deep 65 pounds (29.5 kg) - maximum chassis weight Note: Weight is without drives installed.

  • Page 17: General Specifications

    Maintenance free battery unit (MFBU) About the appliance bezel Symantec provides a bezel that attaches to the front of NetBackup Appliances. The bezels are designed to maximize the air flow through the appliance. The bezel should be installed to enhance ventilation and to protect the disk drives.

  • Page 18: About Netbackup 5030 Drive Slots

    About the appliance front panel About NetBackup 5030 drive slots The NetBackup 5030 Appliance front panel contains 12 drive bays and a hardware control panel. Only two of the drive bays are used: Slot 0 and Slot 1 which are...

  • Page 19: About The Hardware Control Panel

    Understanding the NetBackup Appliance About the appliance front panel Disk drive LEDs Figure 3-4 Note: LEDs are also present for the drive slots that do not contain disk drives. These LEDs have color but are not illuminated. About the hardware control panel The hardware control panel is located on the right-hand side of the front panel.

  • Page 20: About The Netbackup 5030 Appliance Rear Panel

    PCIe slots 2 and 5. You can use the FC HBA cards to connect to Fibre Transport data transfer clients or other devices. Figure 3-6 shows the rear panel of a NetBackup 5030 Appliance without FC HBA cards installed. Figure 3-7 shows the rear panel of a NetBackup 5030 Appliance with FC HBA cards installed.
  • Page 21 Video Graphics Array (VGA) Serial port Three USB ports Administrative port Two 10Gb Ethernet ports Two SAS RAID controller ports Four Fibre Channel ports Other configurations or other cards in the PCIe slots of the NetBackup 5030 are not supported.

  • Page 22: About The Cables

    Install the heaviest systems at the bottom of the rack. Always install Symantec Storage Systems at the bottom of the rack. Caution: To ensure rack stability, install the heaviest units at the bottom of the rack.

  • Page 23: About The Hot-Swappable Customer-Replaceable Units (Crus)

    Understanding the NetBackup Appliance About the hot-swappable customer-replaceable units (CRUs) Each left and right mounting rail for the Symantec Storage Shelf is shipped as a unit. The front and back of each rail slide apart a few inches to allow for precise fitting into the rack.
  • Page 24 Understanding the NetBackup Appliance About the hot-swappable customer-replaceable units (CRUs) Hot-swappable components (continued) Table 3-3 Device Component Location Symantec Storage SAS cable to the appliance. Rear panel top. Shelf Symantec Storage Power supply #1. Rear panel, bottom left. Shelf Symantec Storage Power supply #2.

  • Page 25: Understanding The Symantec Storage Shelf

    About the storage shelf rear panel About the Symantec Storage Shelf The Symantec Storage Shelf is a 3U, RAID-compatible, 16 drive expansion system. Symantec Storage Shelves are used to provide storage for NetBackup 5030 Appliances and can be used to provide additional storage for NetBackup 5230 Appliances.

  • Page 26: Storage Shelf Specifications

    Altitude: 0 FT to 7000 FT (2100 m) or 0 FT to 10,000 FT (3000 m) @ less than 95 °F (35 °C) About the storage shelf front panel The Symantec Storage Shelf front panel exposes 16 drives slots. Each drive slot contains a drive bay, a drive release button, and two LEDs. The bay houses the...
  • Page 27 Understanding the Symantec Storage Shelf About the storage shelf front panel drive module. The release button lets you remove the drive from the storage shelf. The LEDs provide status and activity information about the drive. In addition to the drive slots, the front panel exposes two sets of three LEDs embedded in the frame.

  • Page 28: Not Used

    Understanding the Symantec Storage Shelf About the storage shelf front panel Storage shelf front panel LEDs Table 4-1 Number Element Steady Flashing Green Amber Green Power LED System off Normal — — — Global enclosure System off Normal — Malfunction...

  • Page 29: About The Storage Shelf Rear Panel

    Note: Slot 16 is the default location for the hot spare. About the storage shelf rear panel The Symantec Storage Shelf contains two I/O modules and two power supplies. The I/O modules make the storage capacity in the storage shelf available to the RAID controller in the NetBackup Appliance.
  • Page 30 Understanding the Symantec Storage Shelf About the storage shelf rear panel elements in a storage shelf I/O module. Table 4-3 provides the information about the elements available on the I/O module. Storage shelf I/O module Figure 4-5 Storage shelf I/O module elements...
  • Page 31 Latch Secures the module in the storage shelf slot. The Symantec Storage Shelf has two power supplies with dual fans that are installed side-by-side in the rear panel. The power supplies use load balancing in providing power to the storage shelf during normal operation. If one power supply fails, the other automatically takes up the entire load.
  • Page 32 Understanding the Symantec Storage Shelf About the storage shelf rear panel Power Supply LED (1) states Table 4-4 Color State Power supply is not in operation. Steady green Power is on and the system is in operation. Flashing green Power supply is OK but not in operation.

  • Page 33: Understanding The Led Status Indicators

    About the LEDs for the appliance 1Gb connectors About the LEDs on the appliance FC HBA About the appliance RAID SAS card About the LEDs on the Symantec Storage Shelf About the Symantec Storage Shelf I/O module LEDs About the Symantec Storage Shelf power supply LED...

  • Page 34: Label Description

    Understanding the LED status indicators About the appliance control panel Appliance control panel Figure 5-1 Appliance control panel element descriptions Table 5-1 Label Description Function AC power LED and button This LED indicates whether the power is on to the appliance. Unit may be in standby mode.
  • Page 35 Understanding the LED status indicators About the appliance control panel Appliance control panel element descriptions (continued) Table 5-1 Label Description Function System status LED The System Status LED indicates the health of the Appliance. The LED is green when the unit does not report a problem. The LED is amber when the unit reports a problem.

  • Page 36: About The Leds On The Appliance Disk Drives

    Understanding the LED status indicators About the LEDs on the appliance disk drives System Status LED State Indications (continued) Table 5-2 Color State Criticality Description Amber 1-Hz blink Non-fatal - System operates Non-fatal alarm – system is likely to fail. in a degraded state with an Critical threshold crossed: impending failure warning.

  • Page 37: About The Led On The Appliance Power Supply

    Understanding the LED status indicators About the LED on the appliance power supply Behavior Condition color Amber No access and no fault Solid Disk drive fault has occurred Blink RAID rebuild in progress (1-Hz), Identify (2-Hz) Green LED stays on Power is on with no drive activity LED blinks off when it processes a Power is on with drive activity...

  • Page 38: About The Leds For The Appliance 1Gb Connectors

    Understanding the LED status indicators About the LEDs for the appliance 1Gb connectors Appliance power supply LED indications Table 5-3 Color Indication Green Power is on and operating normally. No AC to all power supplies. Green 1Hz AC present, only 12VSB on. Power supply off or in cold redundant state. Blink Amber Indicates that the current power supply has failed.

  • Page 39: About The Leds On The Appliance Fc Hba

    Understanding the LED status indicators About the LEDs on the appliance FC HBA Appliance 1Gb connector LED indications (continued) Table 5-4 LED location State Description 10-Mbps connection (if left LED is on or blinks) Solid amber 100-Mbps connection Solid green 1000-Mbps connection About the LEDs on the appliance FC HBA The NetBackup Appliance uses 8Gb FC HBA cards to provide FC ports for backups.

  • Page 40: About The Appliance Raid Sas Card

    The LEDs that are located on the slots in the Symantec Storage Shelf are described Table 5-6. The LEDs that are located on the frame on the front panel of the Symantec Storage Shelf are described in Table 5-7. Symantec Storage Shelf LEDs...
  • Page 41 Understanding the LED status indicators About the LEDs on the Symantec Storage Shelf Indications for drive slot LEDs on the Symantec Storage Shelf Table 5-6 Number LED name State Disk status Green: Operation normal Amber: Drive failure. Blinking amber: In copyback mode.

  • Page 42: About The Symantec Storage Shelf I/O Module Leds

    About the Symantec Storage Shelf I/O module LEDs About the Symantec Storage Shelf I/O module LEDs The Symantec Storage Shelf contains two I/O modules that are accessed from the rear panel of the device. The SAS IN ports on the rear panel of the storage shelf attach to the SAS RAID ports on the rear panel of the appliance.

  • Page 43: About The Symantec Storage Shelf Power Supply Led

    Note: When the Symantec Storage Shelf starts up, the primary I/O module (on the left side of the rear panel) starts up first. The LED for the primary I/O module turns green when the module is ready. The secondary I/O module (on the right side of the rear panel) starts after the primary module is operational.
  • Page 44 Understanding the LED status indicators About the Symantec Storage Shelf power supply LED Symantec Storage Shelf power supply LED Figure 5-7 Symantec Storage Shelf power supply LED states Table 5-9 Color/state Indication Not lit Power is not detected. Solid green Power is OK.

  • Page 45: Chapter 6 Troubleshooting Scenarios

    Minimum or no downtime is achieved. Some of the repairs that are described herein require opening a chassis. Be sure to take ESD precautions and use best safety practices. Caution: Only qualified Symantec personnel or an approved service provider are authorized to open a chassis.

  • Page 46: Starting An Appliance That Does Not Turn On

    Troubleshooting scenarios Starting an appliance that does not turn on Starting an appliance that does not turn on Check the AC power LED and the system status LED on the control panel. If the system status indicator is off, the system is not on. See About the appliance control panel”...

  • Page 47: Troubleshooting An Amber Drive Status Led On The Appliance

    Access the hardware monitor in the NetBackup Appliance Web Console or the appliance shell menu to obtain information about errors. Refer to your Symantec NetBackup Appliance administrator guide for more information about using the hardware monitor and the appliance shell menu.

  • Page 48: Troubleshooting A System Drive That The Management Software Does Not Identify

    Remove the disk drive completely. Install a new drive from Symantec. Caution: You must use a drive that is properly set up for the NetBackup RAID. After the new drive spins up, wait for approximately three minutes.

  • Page 49: Troubleshooting Appliance Power Supply Problems

    Verify that the drive is properly inserted in the bay. Reinsert the drive if necessary. If the activity LED is still amber, replace with a new drive from Symantec. Make sure that the new drive fits correctly. Wait approximately three minutes for the drive to spin up.
  • Page 50 You can remotely gain information about the current status of an appliance power supply using one of the following Symantec user interfaces: In the NetBackup Appliance Web Console use one of the following: For the 5030, use Admin GUI >...

  • Page 51: Troubleshooting System-Induced Shutdown

    Troubleshooting scenarios Troubleshooting system-induced shutdown If the LED is still amber, replace the power supply. The unit functions normally with one power supply. However, data and operation is at risk if the second power supply fails. The faulty power supply should be replaced as soon as possible.
  • Page 52 Troubleshooting scenarios Troubleshooting system-induced shutdown If the power button LED flashes green, the abnormal lock-up is due to a loose plug connection. Operations should continue normally. If the LEDs are still off, it is possible that AC power to the equipment room is faulty.

  • Page 53: Troubleshooting System Status Led Issues

    Troubleshooting scenarios Troubleshooting system status LED issues If the room temperature is too high, reduce the temperature at a rate of no more than 10° C per hour until an acceptable temperature is reached. Access the NetBackup Appliance Web Console and verify that the CPU temperature has decreased.
  • Page 54 To determine why the system status LED shows issues Do one of the following: For the NetBackup 5030 Appliance access the administrative Web user interface and click Monitor > System. For the NetBackup 5230 Appliance access the NetBackup Appliance Web Console and click Monitor >...

  • Page 55: Troubleshooting The System Status Led Faults

    To determine why the system status LED shows issues Do one of the following: For the NetBackup 5030 Appliance access the administrative Web user interface and click Monitor > System. For the NetBackup 5230 Appliance access the NetBackup Appliance Web Console and click Monitor >...
  • Page 56 Troubleshooting scenarios Troubleshooting the system status LED faults Contact your NetBackup service provider. Arrange for a replacement unit. Keep system disk drives until the new unit arrives. If power supply module alerts are shown, check the power supply section. Troubleshooting appliance power supply problems” on page 49.

  • Page 57: Removing And Replacing Appliance Hardware

    Removing and replacing the chassis bezel This section describes how to remove and replace the bezel on the front of the appliance. The following figure shows the Symantec bezel. To remove the bezel Pull the left edge of the bezel forward until it detaches from the chassis connection.

  • Page 58: Removing And Replacing Hot-Swappable Hard Disk Drives In Appliances

    Put on an ESD wrist strap or take other ESD precautions. Note: An ESD wrist strap is shipped with replacement drives. Remove the Symantec bezel on the unit for which you want to replace the disk drive. See Removing and replacing the chassis bezel”...
  • Page 59 Removing and replacing appliance hardware Removing and replacing hot-swappable hard disk drives in Appliances Press the green button on the left side of the drive. The front panel pivots forward and the drive carrier ejects. The front panel also serves as a latch for the drive carrier.

  • Page 60: Removing And Replacing The Power Supplies

    Removing and replacing appliance hardware Removing and replacing the power supplies Remove the drive carrier from the antistatic bag. Press the green button on the left side of the carrier front panel to release the latch. Slide the drive carrier into the slot until it makes contact with the back of the bay.
  • Page 61 Removing and replacing appliance hardware Removing and replacing the power supplies Locate the green lever on the right side of the power cord socket and push it toward the socket to release the power supply. The following figure shows the green lever on the power supply. Use the handle that is folded beneath the fan to pull the power supply out of the bay.
  • Page 62 Removing and replacing appliance hardware Removing and replacing the power supplies To replace a power supply Insert the replacement power supply into the power supply bay and push it all the way until it clicks into place. The following figure shows the power supply.

  • Page 63: Replacing Symantec Storage Shelf Hardware

    The Call Home feature automatically collects data when a fault is detected and sends it to Symantec for evaluation. LEDs located on the front panel of the storage system and on the...

  • Page 64: Removing And Replacing Disk Drives

    Replacing Symantec Storage Shelf hardware Removing and replacing disk drives Removing and replacing disk drives This instruction describes how to replace a faulty disk drive in the Symantec Storage Shelf. To replace a faulty disk drive Put on a grounded antistatic wrist strap or take other ESD precautions.

  • Page 65: Replacing An I/O Module

    Secure the power supply with the two hand-tighten screws. Plug the AC cable into the socket. Turn on the power switch. Replacing an I/O module This instruction describes how to replace a faulty I/O module in the Symantec Storage Shelf.
  • Page 66 To replace an I/O module Put on a grounded antistatic wrist strap or take other ESD precautions. Remove the Symantec replacement I/O module from the box but leave it in the antistatic bag until you are ready to use it.

  • Page 67: Index

    46 drive slots deduplication 10 described 17 disk activity LED Fibre Channel card 20 Symantec Storage Shelf front panel 41 front panel 17 disk drive PCIe slot numbers 20 hot-swappable drives 58 power supply 20 removing and replacing 58...
  • Page 68 Index NetBackup 5230 storage drives 17 heartbeat LED system drives 17 Symantec Storage Shelf front panel 41 PCIe slot numbers I/O module LED appliance 20 Symantec Storage Shelf front panel 41 physical dimensions Symantec Storage Shelf rear panel 42 specifications 16...
  • Page 69 Index Symantec Storage Shelf rear panel (continued) power supply LED 43 system cold reset button appliance control panel 35 system drives NetBackup 5030 17 NetBackup 5230 17 system status LED troubleshooting 53, 55 system status states appliance control panel system status LED 36...

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