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TroubleshootingThis pages addresses some common problems related the following areas:
Problems with the IBM serverIBM 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
Restarting the RSM for Storage application
Problems with the external modemQuick physical checks
None of the Indicators LightWhen 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 problemsIf 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
Verifying the Serial port is enabled in the BIOS.
The modem will not answer
Problems with operation of the RSM for Storage applicationRSM does not indicate a problem that appears in Storage Manager
I am getting multiple emails about the same problemStorage 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.
I did not receive an email from the RSM system about a problemThe 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 IBMThe 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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