Symantec SIEM 9700 Series Hardware Troubleshooting Manual
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Troubleshooting
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Summary of Contents for Symantec SIEM 9700 Series
- Page 1 Symantec™ SIEM 9700 Series Appliances Hardware Troubleshooting Guide Release 1.0...
- 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 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...
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Page 7: Table Of Contents
SIEM 9700 Series appliance front view ..............16 SIEM 9700 Series appliance rear panel ............... 17 SIEM 9700 Series appliance Symantec Remote Management ......18 SIEM 9700 Series appliance rack mounting .............. 18 SIEM 9700 Series appliance chassis covers ............... 19 Chapter 3 General fault diagnosis .............. -
Page 8: Figures
Possible Causes ........................39 Procedure ..........................39 Figures SIEM 9700 Series appliance chassis (top, external view) ..................13 SIEM 9700 Series appliance components ......................... 14 SIEM 9700 Series appliance mainboard components ................... 14 SIEM 9700 Series appliance control panel LEDs ....................15 SIEM 9700 Series appliance front .......................... -
Page 11: About This Guide
This document provides detailed instructions for troubleshooting hardware issues related to the SIEM 9700 Series appliances. Intended audience This document describes maintenance items of the SIEM 9700 Series appliances in terms of maintenance purpose, period, standards, and procedure. This document is intended for: ... -
Page 12: Product Documentation
About this guide Product documentation Product documentation The table below lists the available documentation. SIEM 9700 Series appliances documentation set Document Hardware Installation Guide Product Description Hardware Troubleshooting Guide Safety Guide Maintenance Guide... -
Page 13: Siem 9700 Series Appliances Description
Chapter SIEM 9700 Series appliances description This chapter describes the main features of the SIEM 9700 Series appliances, including physical descriptions and features. SIEM 9700 Series appliance chassis (top, external view) SIEM 9700 Series appliance components This section helps you identify the components of your device. You can also use the... -
Page 14: Siem 9700 Series Appliance Components
SIEM 9700 Series appliances description SIEM 9700 Series appliance components SIEM 9700 Series appliance components Letter Description Disk Carriers (qty 8, labeled 0 through 7 from left to right) DVD ROM Control Panel SIEM 9700 Series appliance mainboard components... -
Page 15: Control Panel
SIEM 9700 Series appliance components Control panel The front right side of the SIEM 9700 Series appliance contains a control panel. The On/Off switch for the device is located in the center of the control panel. SIEM 9700 Series appliance control panel LEDs... -
Page 16: Siem 9700 Series Appliance Front View
Off when system identification is activate. SIEM 9700 Series appliance front view The SIEM 9700 Series appliance is 2U high and contains 10 disk drives that have a 2.5” form factor. Eight of the ten drives are accessible from hard disk drive bays. -
Page 17: Siem 9700 Series Appliance Rear Panel
The optional front bezel is made of molded plastic and provide a snap-on design that allows for maximum airflow through the server system. The bezel provides a lock to secure the hard drives, peripheral devices and the control panel. SIEM 9700 Series appliance rear panel SIEM 9750 appliance rear panel Letter... -
Page 18: Siem 9700 Series Appliance Symantec Remote Management
SIEM 9700 Series appliance rack mounting The SIEM 9700 Series appliance should be mounted into a rack with the toolless guide rails provided with the device. These rails are installed into a standard (19 inches by up to 30 inches deep) EIA-310D compatible rack cabinet. -
Page 19: Siem 9700 Series Appliance Chassis Covers
SIEM 9700 Series appliances description SIEM 9700 Series appliance components SIEM 9700 Series appliance chassis covers The SIEM 9700 Series appliance must be operated with the chassis cover in place to ensure proper air flow and cooling. -
Page 21: General Fault Diagnosis
Chapter General fault diagnosis This chapter describes general principles of diagnosing faults. Basic principles Troubleshooting process Basic principles You must comply with the following principles during troubleshooting: Troubleshoot the peripheral devices first. Peripheral units include fibres, network cables, external devices such as computers or monitors, and power sockets. -
Page 22: Troubleshooting Processes
You can visually check and record the LED indicator status to locate a faulty module before performing more detailed analyses. LEDs on the front and rear panels of the SIEM 9700 Series appliance provide immediate information that you can use to assess any issues. -
Page 23: Read The Control Panel
Troubleshooting processes Read the control panel The control panel of the SIEM 9700 Series appliance is on the upper right side of the front panel. It provides basic system information via LEDs, plus detailed messages that you can scroll through to obtain insight into issues regarding the device. -
Page 25: Chapter 4 Troubleshooting Scenarios
Chapter Troubleshooting scenarios This chapter describes the troubleshooting process, fault analysis, and common methods for troubleshooting SIEM 9700 Series appliance. Note: Opening the chassis cover is not supported. Faults types Usually, faults fall into two categories in terms of fault location; hardware and software. -
Page 26: Hardware Cannot Be Powered On
Hardware cannot be powered on Two LEDs on the control panel on the front of the SIEM 9700 Series appliance show system and power status. If the system status indicator is off, the device is not powered on. SIEM 9700 Series appliance Status LEDs... -
Page 27: Possible Causes
SIEM 9700 Series appliance power module on/alarm LED Possible causes The AC power plug is not inserted properly. Main AC power is not supplied. Procedure Cause 1: The power plug is not inserted properly Reconnect the plug. Check the status of the power on/alarm indicator. -
Page 28: Memory Capacity Has Decreased
Contact technical support. Disk status LED is red The SIEM 9700 Series appliance contains eight disk bays. Each bay can hold one disk module, which includes one disk carrier and one disk drive. The carrier and its disk drive are labeled 0 to 7, from left to right. All drives are hot-swappable. Slot 7 is reserved as a spare. -
Page 29: Symptom
Contact technical support. All disks cannot be scanned The SIEM 9700 Series appliance contains eight disk bays. Each bay can hold one disk module, which includes a disk carrier and a disk drive. This section describes how to troubleshoot the SIEM 9700 Series appliance... -
Page 30: Possible Causes
Possible Causes Cause 1: The disk module is not inserted properly Cause 2: The disk module is faulty Cause 3: The internal mini SAS cable is not inserted properly Procedure Cause 1: The disk module(s) is not inserted properly Remove the disk module that shows a red or off (not lit) LED. Inspect the outside of the module. -
Page 31: Fan On/Alarm Led Is Red Or Other Data Indicates Fan Problems
Fan On/Alarm LED is red or other data indicates fan problems The control panel on the front of the SIEM 9700 Series appliance displays fan status. If a problem is indicated, contact technical support. A green LED indicates normal operation. A red LED indicates a problem. -
Page 32: Possible Causes
Power off the entire system through the management interface. Verify that peripherals are shut down. Verify that the two power cables on the rear of the SIEM 9700 Series appliance are securely plugged into functioning main AC power sources such as wall outlets. -
Page 33: Power Module Problems
Contact technical support. Power module problems There are two AC main power supply modules in the SIEM 9700 Series appliance. You can see both modules on the rear panel, right side, of the device. One module sits horizontally on top of the other module. Each module has an AC connector/socket, an LED, and two fans. -
Page 34: Possible Causes
If a power module is not functioning properly, contact technical support. • If the indicator of one module is amber while the other module’s LED is green, SIEM 9700 Series appliance function is normal although data/operate is at risk if the second module fails. •... -
Page 35: Siem 9700 Series Appliance System-Induced Power-Off
Cause 2: The power supply is protected Unplug the power cords of all power supplies and contact technical support. Do not power-on the SIEM 9700 Series appliance if power supply issues are not resolved. Damage to the device may result. SIEM 9700 Series appliance system-induced power-off Definition: The terms “protection or protected”... -
Page 36: Possible Causes
SIEM 9700 Series appliance and the on/alarm LED near each AC power socket on the rear panel of the SIEM 9700 Series appliance are off. If the two LEDs are off, remove and reinsert the AC power plug. -
Page 37: Alarm Information
Fan module absence Cooling device Device absent Investigate other possible problems Make sure the front and back of the SIEM 9700 Series appliance are clear of any obstructions so that air can flow easily from front to back. -
Page 38: System Alarm/Location Indicator Is On
System Alarm/Location indicator is on Symptoms The system alarm/location LED on the control panel on the front panel of the SIEM 9700 Series is on. A system management alert/alarm is displayed. Alarm Information When the system alarm/location indicator is on and red, the alarm information is displayed on the ISM monitoring interface. -
Page 39: Possible Causes
Verify that the equipment room meets temperature specifications for the SIEM 9700 Series appliance. Make sure the front and back of the SIEM 9700 Series appliance are clear of any obstructions so that air can flow easily from front to back. -
Page 40: Power Supply Module Components
Cause 3: Memory-related alarm Alarms caused by memory faults or installation problems require you to contact technical support. Cause 4: Power supply module alarm There are two power supply modules, accessed from the rear panel of the SIEM 9700 Series appliance. You must examine both modules to determine the cause of the alarm. - Page 41 • If the on/alarm indicator is still off, the fault may be caused by abnormal AC power in the equipment room. In this case, inform the customer for resolution. Cause 5: Power supply or power supply fan issues For issues with the power supply, contact technical support...
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