IBM Remote Support Manager for Storage
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Troubleshooting

This pages addresses some common problems related the following areas:
  • Server
  • External modem
  • RSM for Storage operation

Problems with the IBM server

IBM xSeries servers have front panel status indicators and often "Light Path Diagnostics" to identify failing components. If you do not have the documentation for your server, check the inside of the cover for an information label.

XSeries servers also have a system log that can accessed during the POST by pressing the F1 key during the boot process. And often have hardware diagnostics that are available by pressing F2.

Consult the server documentation for problem determination aids and instructions that apply to your server.

To place a service call for the xSeries server, call IBM Service and provide the IBM Machine Type and Serial number of the server.

IBM xSeries Service and Support may ask you to download and run a program called "Dynamic System Analysis". This program should operate normally provided that the Remote Support Manager' has been stopped.

Temporarily stopping the RSM for Storage application

  • Login to the system as the root user
  • Open a console windows and type "rsm-stop".

    If there are events being processed, this may take while to complete.

    When this command completes the server should now operate as a typical Linux server. the internal firewall will be disabled allowing all IP traffic in and out of the system. the server can be rebooted w/o the RSM for storage application automatically restarting.

Restarting the RSM for Storage application

  • Login to the server as the "root" user
  • Open a console window and type: rsm-start

Problems with the external modem

Quick physical checks

  1. Serial cable is connected to the modem and serial port #1 on the RSM for Storage system.
  2. Phone line
    • Modem is connected to an analog phone line
    • Phone cable is inserted in the LINE connector on the modem
  3. Modem powers on. See next section.

None of the Indicators Light

When you turn on the modem, the LED indicators on the front panel should flash briefly as the modem runs a self-test. If the LEDs remain off, the modem is probably not receiving power. Make sure the modem’s power switch is on.

If your modem has a separate power supply, make sure the power supply is firmly connected to the modem and the power supply’s power cord is firmly connected to both to the power supply and the wall outlet or power strip.

If is on, try moving the power code to a different outlet. Test that the outlet is live by plugging another device, such as a lamp, into it.

The modem or power supply may be defective. If you have another, try swapping modems. If the problem goes away, the first modem or power supply might be defective. Call the modem manufacturer's technical support for assistance.

Configuration Test problems

If the modem is not detected when the Configuration Test is run, the modem phone number on the "Connections" configuration page will be flagged with a double asterisk. The Activity Log will also contain an error message related to the modem.

If no problem is indicated, the system is able to communicate with the modem.

Possible causes of a Configuration Test error

  1. The serial port is disabled in the BIOS (see procedure in the next section)
  2. The serial cable is plugged into the wrong serial port (see previous section)
  3. Try resetting your modem by turning it off and on.
  4. If the modem is on, the cable is plugged into the correct port, the fault might be in the serial cable.
    • Make sure it is firmly connected at both ends.
    • If this the first time you have used the cable, it may be damaged.
    • Check the cable description on the packaging to make sure the cable is the right one for your computer.
  5. The serial port might be defective.
  6. The modem might have a problem beyond the scope of the user guide. If another modem is available , try swapping modems. If the problem goes away, have customer call Multi-Tech Technical Support for assistance (see the Multi-Tech documentation for contact information).

Verifying the Serial port is enabled in the BIOS.

  1. Press F1 when prompted after rebooting the server
  2. When the Setup menu appears, select Devices and I/O ports
  3. Verify that Serial Port A is not disabled.

    If it is, set it to auto configure or Port 3F8. Then press Esc to return to the main menu

  4. Save the changes and exit Setup.

The modem will not answer

  1. If the configuration Test passes, but the modem will not answer, make sure that Remote Access is enabled in the RSM for Storage application. This will enable the modem to answer when called.

    Verify modem connectivity by calling the modem phone number from a voice phone. If there is no indication that a call is being received:

    • Plug the phone cable into a voice phone and verify that a dial tone is present.
    • If a dial tone is present, dial the number again and verify that the phone you just connected rings.
    • Reconnect the phone cord to the modem connector labeled line #1.
  2. Check the instructions that came with the modem and review any troubleshooting information.

Problems with operation of the RSM for Storage application

RSM does not indicate a problem that appears in Storage Manager

  1. Storage Manager may not be configured to send SNMP traps to the RSM for Storage system

    There are two ways to enter the alert configuration menus in Storage Manager. If you select Configure Alerts from the Enterprise Management windows and have a subsystem highlighted, your configuration will apply only to that subsystem. If you start from the Task Assistant, you will be given the option of configuring alerts for All Storage Subsystems or an Individual Storage Subsystem.

  2. Reporting for the subsystem may have been disabled in the RSM for Storage system.
  3. The event may be one that the RSM for Storage system ignores because it is a problem that usually does not require a response by IBM Service.

I am getting multiple emails about the same problem

Storage Manager can be configured to send email notifications when a problem is detected. When RSM for Storage is installed, email alerts in Storage Manager should be disabled.

  1. Select Configure Alerts in Storage Manager’s Task Assistant and select “All Storage Subsystems”.
  2. On the Email Tab, delete any configured email destinations.

    Email notifications from the RSM for Storage have a subject that starts with "RSM for Storage..."

    Email notifications from Storage Manager usually have a subject that starts with "Critical Alert for.."

I did not receive an email from the RSM system about a problem

The RSM for Storage system could not ping the SMTP server when it tried to send an alert to IBM Service. This network problem will also pervent notification emails from being sent.

The alert status on the RSM for Storage system will be "Queued". The the alert to IBM is retried every five minutes, however customer notifications are only attempted once.

I received an email that said the event was ignored and not sent to IBM Service.

Some events that do not normally require a response by IBM Service are ignored by the RSM for Storage system. A notification email is sent when this situation occurs.

After an earlier problem was resolved, the RSM stopped sending alerts to IBM

The RSM for Storage system only sends a single alert to IBM for each problem. Reporting will not resume until all active alerts for a subsystem are closed. The daily status email will include this information.


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