Phone Home Support - Adaptec 5325301638 Administrator's Manual

Phone Home Support

The Server Is Not Responding to File Requests or Configuration Commands
Call your Snap Appliance technical support representative.
Problems with Cable Arm on the 18000 with a SCSI Cable Attached
The size of the connector on an attached SCSI cable may prevent the 18000 from
fully withdrawing into a rack when the cable management arm is attached. To
resolve this problem, remove the cable management arm.
The Admin Password to the Administration Tool Is Not Available
Use one of the following methods as appropriate.
• Snap Server 4200, 4500, 15000, and 18000 — You can reset all system settings,
including the admin password, to factory defaults (as described in "Using
Maintenance Modes to Perform System Resets" on page 93); then use the
Administration Tool to set a new password.
• Snap Server 14000 — Use the LCD to navigate to Maintenance Mode 2 to clear
the administrative password; then use the Administration Tool to set a new
password.
The Snap Server 14000 or 18000 LCD is flashing
A flashing LCD indicates a server panic. In some cases, rebooting the server may
solve the problem. However, if this condition occurs more than once, try resetting
the system as described in "Using Maintenance Modes to Perform System Resets"
on page 93.
Phone Home Support
Phone Home Support e-mails system logs and files that contain information useful
for troubleshooting purposes to Snap Appliance technical support. You can use the
Monitoring > Support
course of working to resolve an issue, a tech support representative may ask you to
send this file. If a case is already in progress, you will need to enter the case number
provided by the technical support representative.
Phone home support interacts with two fields on the
Tips
screen: (1) To use phone home support, you must enter a valid SMTP
Notification
server IP address on the E-mail Notification screen; and (2) the first e-mail address
listed in the Recipient(s) field populates the Admin E-mail Address field on the
Support screen.
100 Snap Server Administrator Guide
screen to open a new case with technical support; or, in the
System > E-mail