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Table of Contents
Troubleshooting
Related Manuals for Symantec Shelf NetBackup 5220
Summary of Contents for Symantec Shelf NetBackup 5220
- Page 1 NetBackup 5220 and Symantec Storage Shelf™ Maintenance Guide Release 2.0...
- Page 2 Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners. This Symantec product may contain third party software for which Symantec is required to provide attribution to the third party (“Third Party Programs”). Some of the Third Party Programs are available under open source or free software licenses.
- Page 3 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 4 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 5 Europe, Middle-East, and Africa semea@symantec.com North America and Latin America supportsolutions@symantec.com...
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Page 6: Table Of Contents
Introducing this guide ......................9 Product version ......................... 9 Intended audience ........................9 Product documentation ......................10 NetBackup 5220 and Symantec Storage Shelf documents ........10 NetBackup 5200 Series documentation ..............10 Chapter 2 Safety information ................12 Symbol conventions........................ 12 Identifier conventions ...................... - Page 7 Bezel ..........................31 NetBackup 5220 AC power connections ..............31 Checking the Symantec Storage Shelf ................31 Symantec Storage Shelf front and rear panels ............32 Symantec Storage Shelf AC power connections ............. 33 Chapter 5 Chapter 5 LED status indicators ............34 NetBackup 5220 LEDs ......................
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Page 8: Figures
Symantec Storage Shelf front panel ........................32 Symantec Storage Shelf rear panel .......................... 32 AC power cable connections of the Symantec Storage Shelf (rear view) ............33 NetBackup 5220 mainboard LEDs .......................... 34 NetBackup 5220 2-port 8Gb FC HBA ........................37 NetBackup 5220 4-port GE NIC .......................... -
Page 9: About This Guide
Chapter About this guide Introducing this guide This document describes maintenance of the NetBackup 5220 and Symantec Storage Shelf. General, common guidelines regarding site and equipment room requirements are available as needed. Product version The following table lists the product version related to this document. -
Page 10: Product 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. - Page 11 About this guide Product documentation 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.
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Page 12: Chapter 2 Safety Information
Chapter Safety information Symbol conventions Warning symbols remind you of safety precautions to be followed during installation and maintenance operations. Warning symbols Symbol Description Indicates a hazard with a high level of risk, which if not avoided, will result in death or serious injury. -
Page 13: Identifier Conventions
Safety information Identifier conventions Identifier conventions Warning and safety identifiers Identifier Descriptions Electrostatic discharge (ESD) prevention identifier To avoid electrostatic injuries or damage you must take strict ESD-preventive measures such as wearing ESD-preventive gloves or an ESD preventive wrist strap. Weight warning identifier You must pay attention to the weight of the device before moving it. -
Page 14: Electrical Safety
Indicates the ID number of the slot where the disk resides. Electrical safety This section describes electrical safety precautions against personnel and device damage during installation and maintenance of Symantec products. High voltage precautions A high-voltage power supply provides power for the device. Direct or indirect contact (through damp objects) with a high-voltage power supply (including the main power in a building) may result in fatal danger. -
Page 15: Power Cable
Safety information Electrical safety Improper operation on a high voltage power supply may result in fire and electric shock. To connect and route the AC cables through a certain area, you must follow standard rules and regulations. Personnel must have an up-to-date certificate for operating high voltage and AC power devices. -
Page 16: Short-Circuit Protection
To prevent short-circuits, do not leave or drop screws in the chassis. Batteries Follow the safety precautions for operating lithium (Li-ion) batteries against personnel and device damage during installation and maintenance of Symantec products. -
Page 17: Lasers
Safety information Lasers Be sure you are using correct replacement batteries. Otherwise, an explosion may occur. Only use batteries of the same or a similar model as recommended by the vendor. Deal with the waste batteries according to standard instructions. Do not put a lithium battery into a fire. -
Page 18: Use Of Optical Fiber
Safety information Use of optical fiber Do not remove or insert an optical transceiver that connects to an optical fiber without proper safety procedures. Use of optical fiber The safe use of optical fibers ensures proper running of the device and avoids personnel injuries and device damage. -
Page 19: Power On/Off
Safety information Power on work Power on/off Before checking the device installation and cable connection, confirm that all power supplies to the device are shut off to prevent personnel injury or device damage caused by incorrect cable connections or loosened cables. If you need to perform hot-line operations and you need to touch power cables, you must take off the ESD-preventive wrist strap to prevent possible electrocution. -
Page 20: Troubleshooting
Safety information Power on work Troubleshooting Do not touch the connectors of power cables or communication cables. Otherwise, you might receive an electrical shock. Do not touch the device with bare hands in an electrostatic sensitive area. Take ESD-preventive measures, such as wearing ESD-preventive gloves or an ESD-preventive wrist strap to avoid personnel injuries or device damage caused by electrostatic discharge. -
Page 21: Additional Safety Precautions
Safety information Additional safety precautions Additional safety precautions This section describes the safety precautions for lifting heavy objects, operating sharp objects, plugging and unplugging boards, and bundling signal cables to avoid personnel injuries and device damage. Lifting heavy objects Do not stand or walk under the heavy objects that are being lifted. ... -
Page 22: Chapter 3 Basic Maintenance
Maintenance requirements and time frame Maintenance tools Maintenance reasons Reasons for maintaining the NetBackup 5220 and Symantec Storage Shelf include: Awareness of general equipment status and current network activity. Increase technical expertise with equipment and software in order to better ... -
Page 23: Maintenance Requirements And Timeframes
Maintenance requirements and timeframes This following tables describe requirements and timeframes for hardware and software components. NetBackup 5220 maintenance NetBackup 5220 routine requirements and timeframes Owner Site Maintenance requirement Recommended timeframe Maintenance Device site Check equipment room and Daily engineers device surroundings Check rack cabinet Monthly... -
Page 24: Symantec Storage Shelf Maintenance
Symantec Storage Shelf maintenance Symantec Storage Shelf routine requirements and timeframes Owner Site Maintenance Recommended timeframe requirement Maintenance Device site Check equipment Daily engineers room and device surroundings Check rack cabinet Monthly Check all indicator Daily LEDs on the front... -
Page 25: Tools
Tools This section describes the maintenance tools and their functions. Maintenance tools Tool Function Command Line Interface Checks the running status of the device Fiber cleaning tool Use fiber specific cleaning tools and materials to avoid damage to fiber connectors. Use with 8Gb FC HBA NIC. Thermometer Measures the temperature of the equipment room Hygrometer... -
Page 26: Chapter 4 General Equipment Maintenance
Checking stats LED indicators and supplying troubleshooting procedures. Environmental requirements Environmental conditions surrounding the NetBackup 5220 and Symantec Storage Shelf are very important to the devices operating normally and efficiently. Checking the equipment room and rack cabinet conditions helps prevent equipment problems... -
Page 27: Equipment Room Specifications
All parts must be clean and dust-free. equipment room floor and worktable surfaces. Rack cabinet power Check the power supply of each The NetBackup 5220 and Symantec Storage supply(s) cabinet. Shelf each require two AC power sources. Each rack cabinet must have two separate channels of power input for each device. -
Page 28: Rack Cabinet Specifications
Rack cabinet specifications This section describes the criteria for checking that the rack cabinet adheres to specifications, in order prevent equipment problems due to environmental issues. Environmental rack cabinet specifications Parameter Requirements Specifications Power system Check whether the power input and All connecting parts are output terminal blocks of each cabinet's secure and free from damage... -
Page 29: General Rack Maintenance
Parameter Requirements Specifications Protective system Check whether the rodent-proof net on All rodent-proof nets should each signal cable outlet at the cabinet top be tightly wrapped and or bottom is tightly wrapped and in good undamaged. condition. Cleanliness Check the cabinet top, bottom, front and All surfaces should be clean, back and all rack air filters for cleanliness dust-free, and cleared of any... -
Page 30: Hot-Swappable And Non-Hot-Swappable Components
Other components are not hot-swappable; they require powering down of the entire system and devices. Refer to the NetBackup 5220 and Symantec Storage Shelf Hardware Troubleshooting Guide for detailed lists of hot-swappable and non-hot-swappable components. -
Page 31: Bezel
Verify that both AC power cables are connected properly. AC power cable connections of the NetBackup 5220 (rear view) Checking the Symantec Storage Shelf Verify that the physical exterior of the device is intact, clean, and in proper working condition. -
Page 32: Symantec Storage Shelf Front And Rear Panels
Symantec Storage Shelf front and rear panels Symantec Storage Shelf front panel Symantec Storage Shelf rear panel... -
Page 33: Symantec Storage Shelf Ac Power Connections
Symantec Storage Shelf AC power connections Verify that both AC power cables are connected properly. AC power cable connections of the Symantec Storage Shelf (rear view) -
Page 34: Chapter 5 Led Status Indicators
Chapter 5 LED status indicators This chapter provides information on LED indicators that provide status information for the NetBackup 5220 and the Symantec Storage Shelf. NetBackup 5220 LEDs Mainboard LEDs NetBackup 5220 mainboard LEDs... -
Page 35: Control Panel Leds
Letter Description POST Code Diagnostic LEDs System Identification LED Status LED Memory 1 Fan Fault LED CPU 1 Fan Fault LED CPU 1 DIMM Fault LEDs CPU 2 Fan Fault LED Memory 2 Fan Fault LED CPU 2 DIMM Fault LEDs 5V Standby LED Control panel LEDs... -
Page 36: 2-Port 8Gb Fc Hba Leds
Letter Image LED Function Hard Disk Activity Random flashing green light indicates hard disk drive activity (SAS). No light indicates no hard disk drive activity. NIC 2 Activity Continuous green light indicates a link between the system and the network to which it is connected. Flashing green light indicates network activity. -
Page 37: 4-Port Ge Nic Leds
NetBackup 5220 2-port 8Gb FC HBA Note: Each port on the 8Gb FC HBA card shows three LEDs, labeled “8”, “4” and “2.” These numbers correspond to the rate of data transfer (8Gbit/s, 4Gbit/s or 2Gbit/s). 2-port 8Gb FC HBA LED descriptions 8/Yellow 4/Green 2/Amber... -
Page 38: Netbackup 5220 4-Port Ge Nic
NetBackup 5220 4-port GE NIC 4-port GE NIC LED descriptions Type Color Status Description The link is normal and data is being Green Flashing transferred. Green The link is normal. No link. Data is being transferred at a rate of 10 Mbit/s. -
Page 39: 2-Port 10Ge Nic Leds
2-Port 10GE NIC LEDs This section provides the physical view, features, and technical specifications for the NetBackup 5220 10GE (10 Gigabit Ethernet) NIC, which provides two 10GE network ports for backup. NetBackup 5220 2-port 10GE NIC 2-port 10GE NIC LED descriptions Type Color Status... -
Page 40: Symantec Storage Shelf Leds
Symantec Storage Shelf LEDs Disk module and device LEDs Symantec Storage Shelf front panel LEDs The front panel shows two different sets of LEDs; 2 LEDs each per disk module, for a total of 24 sets of LEDs ... -
Page 41: I/O Module Leds
2 seconds I/O module LEDs The Symantec Storage Shelf contains two I/O modules, accessed from the rear panel of the device. The SAS IN port is used to attach to an SAS port on the rear panel of the NetBackup 5220. -
Page 42: I/O Module Leds
I/O module LEDs... - Page 43 Starting up Not lit Note: When starting up the Symantec Storage Shelf, the primary I/O module (on the left side of the rear panel) starts up first. Its LED turns green a few seconds after the main startup. The LED of the secondary I/O module (on the right of the rear panel) will start...
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Page 44: Power Module Led
Power module LED The rear panel Symantec Storage Shelf contains two side-by-side power modules. Each module includes two fans, a connector to a main AC power supply, on/off switch and a status indicator LED. Symantec Storage Shelf power module LED... -
Page 45: Chapter 6 Netbackup 5220 Monitoring Interfaces
NetBackup 5220 monitoring interfaces Administrative Web UI The administrative Web UI (User Interface) is your gateway to monitoring, managing, and obtaining status data about the NetBackup 5220 and Symantec Storage Shelf and their components. Supported browsers IE7, IE8, IE9 Note: For IE9, you must add the appliance URL to the Trusted Sites zone in order to see all GUI functionality. -
Page 46: Call Home Feature
In the event of a hardware failure, the Call Home feature is designed to bundle and upload appliance-specific and customer-specific hardware and software information to a Symantec Call Home server. The NetBackup 5220 uses the HTTPS protocol to connect to the Symantec Call Home server, which is enabled by default. -
Page 47: Hardware Failure Reporting From Call Home
Call Home enabled When a hardware failure occurs, the following sequence of alerts occurs: The appliance uploads hardware and software information to a Symantec server. The following hardware information is uploaded: Power supply wattage CPU voltage ... -
Page 48: Netbackup Appliance Shell Menu
NetBackup appliance commands. 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. Some commands also contain notes and usage examples. Go to to download the most recent 5200 http://www.symantec.com/docs/DOC2792 series documents. -
Page 49: Troubleshooting
Results when attempting to address faults Problem level and required solution deadline Refer to the NetBackup 5220 and Symantec Storage Shelf Hardware Troubleshooting Guide and NetBackup 5220 and Symantec Storage Shelf Software Troubleshooting Guide for detailed fault scenarios and procedures. -
Page 50: Chapter 7 Maintenance Logs
Chapter 7 Maintenance logs You should keep consistent records of device status and faults. Developing trend patterns may help you to better troubleshoot and maintain your equipment. You can create and keep electronic files of your records, or use paper copies. Electronic logs are more efficient, easier to manage and retrieve and less costly. -
Page 51: Maintenance Log
Maintenance log Requirement/parameter Status Comments Owner Checking Operating temperature __Normal __Abnormal equipment Operating humidity __Normal __Abnormal running environment Fire safety __Normal __Abnormal Dust __Normal __Abnormal Enclosure power supply __Normal __Abnormal Checking Power system __Normal __Abnormal environment Cable system __Normal __Abnormal inside the cabinet Grounding system __Normal __Abnormal... - Page 52 Requirement/parameter Status Comments Owner Link indicator of the __Normal __Abnormal service network port Active indicator of the __Normal __Abnormal service network port ACT/LNK indicator of __Normal __Abnormal the 10GE NIC port (Optional) GRN=10GE indicator __Normal __Abnormal of the 10GE NIC port (Optional) The 2/Amber indicator __Normal __Abnormal...
- Page 53 Requirement/parameter Status Comments Owner Problems and trouble- shooting Remaining problems Verification Date...