EMC® VNX™ Series

Release 7.1

Problem Resolution Roadmap for VNX™ with ESRS IP Client for VNX™
and Connect Home
P/N 300-013-433 Rev 01

EMC Corporation
Corporate Headquarters:
Hopkinton, MA 01748-9103
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2 Problem Resolution Roadmap for VNX 7.1

 Contents

Preface.....................................................................................................5

Chapter 1: Introduction...........................................................................7
Reading specific VNX documentation.................................................................8

Chapter 2: Configuring...........................................................................9
VNX for block and legacy systems.....................................................................10
VNX and VNX for file installations....................................................................11
VG2/VG8 installations..........................................................................................11

Chapter 3: Reporting.............................................................................13
EMC Secure Remote Support IP Client for VNX .............................................14
Contact information..............................................................................................14
Details about a problem that exists.....................................................................14
Details about a new problem...............................................................................15
VNX for block configuration information.........................................................16
VNX for file configuration information.............................................................16
Diagnostics on your system.................................................................................18
VNX for file problem information......................................................................18
Automatically collect and transfer logs....................................................19
Configuration file........................................................................................20
Enable Automatic Log Transfer from Unisphere....................................20
Run Log Collection from the CLI..............................................................21
Disable Automatic Collection and Transfer tool.....................................21
Use CLI options to perform script operations.........................................24

Chapter 4: Troubleshooting..................................................................27

Problem Resolution Roadmap for VNX 7.1 3

Contents

EMC E-Lab Interoperability Navigator..............................................................28

Reporting a problem.............................................................................................28
Error messages for Automatic Collection and Transfer tool...........................28
EMC Training and Professional Services...........................................................29

Index.......................................................................................................31

4 Problem Resolution Roadmap for VNX 7.1

 Preface

As part of an effort to improve and enhance the performance and capabilities of its product lines,
EMC periodically releases revisions of its hardware and software. Therefore, some functions described
in this document may not be supported by all versions of the software or hardware currently in use.
For the most up-to-date information on product features, refer to your product release notes.
If a product does not function properly or does not function as described in this document, please
contact your EMC representative.

Problem Resolution Roadmap for VNX 7.1 5

 Preface

Special notice conventions

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serious injury.

Indicates a hazardous situation which, if not avoided, will result in death or serious
injury.

Where to get help

EMC support, product, and licensing information can be obtained as follows:

Product information — For documentation, release notes, software updates, or for

information about EMC products, licensing, and service, go to the EMC Online Support
website (registration required) at http://Support.EMC.com.
Troubleshooting — Go to the EMC Online Support website. After logging in, locate
the applicable Support by Product page.
Technical support — For technical support and service requests, go to EMC Customer
Service on the EMC Online Support website. After logging in, locate the applicable
Support by Product page, and choose either Live Chat or Create a service request. To
open a service request through EMC Online Support, you must have a valid support
agreement. Contact your EMC sales representative for details about obtaining a valid
support agreement or with questions about your account.

Note: Do not request a specific support representative unless one has already been assigned to
your particular system problem.

Your comments
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6 Problem Resolution Roadmap for VNX 7.1

 1

Introduction

To help resolve any technical problems you might encounter while using
the EMC VNX, EMC recommends the problem resolution roadmap
described in this document. The roadmap identifies how to resolve a
problem using the VNX documentation. The roadmap describes what
needs to be configured to provide remote connectivity to EMC Customer
Service or a third party service provider. It also describes how to document
and report the problem for optimal results if there is a need to contact
EMC Customer Service or a third-party service provider for assistance.
Topic included is:
◆ Reading specific VNX documentation on page 8

Problem Resolution Roadmap for VNX 7.1 7

Introduction

Reading specific VNX documentation

To resolve noncritical technical problems (those that do not prohibit production), the
following EMC® VNX™ related documentation is recommended:

Note: For critical problems that prohibit production, contact EMC Customer Service immediately.

◆ Release notes — Release notes contain information on new features, system requirements,
and precautions related to VNX software installations or upgrades. It also has a list of
current issues. A copy of the release note is included in the VNX product kit and is also
available on EMC Online Support.
◆ EMC Online Support — The complete set of EMC VNX customer publications is available
on the EMC Online Support website at http://Support.EMC.com. After logging in, locate
the applicable Support by Product page and the link for the specific product technical
documentation required.
For a problem involving one of the following GUI-based VNX management applications,
the online help of the application has additional guidance:
◆ EMC Unisphere™
◆ Unisphere Service Manager
◆ VNX Installation Utility
◆ VNX Installation Assistant for File/Unified
◆ Data Mover User Management tools:
•
VNX AntiVirus Management
•
Data Mover Security Settings
•
Home Directory Management
•
UNIX Property Page Extensions in Active Directory Users and Computers
•
UNIX User Attributes Migration Tool
•
UNIX User Management

8 Problem Resolution Roadmap for VNX 7.1

 2

Configuring

Remote connectivity must be configured to contact EMC Customer Service

or a third-party service provider for problem resolution assistance. This
chapter identifies the software and related documentation to use to
configure remote connectivity based on the type of system:
◆ VNX for block and legacy systems on page 10
◆ VNX and VNX for file installations on page 11
◆ VG2/VG8 installations on page 11

Problem Resolution Roadmap for VNX 7.1 9

Configuring

VNX for block and legacy systems

For VNX for block and legacy (CX, CX3, CX4, and AX4-5 series) systems, you can configure
remote connectivity to contact EMC Customer Service or a third-party service provider for
problem resolution assistance using the EMC Secure Remote Support (ESRS) IP Client for
VNX communication infrastructure.

Note: ESRS IP Client is the preferred remote connectivity and callhome agent for VNX, VNX for block,
and VNX for file systems.

To configure remote connectivity, use the following sequence and resources:

1. Use the information in the installation guide applicable to your system (VNX5100,
VNX5300, VNX5500, VNX5700, or VNX7500) to physically connect your VNX for block
system to your network. Each of the VNX installation guides also directs you to proceed
with the Unisphere Installation Utility software and ESRS IP Client for VNX software.
This software can be downloaded from the EMC support website at
http://Support.EMC.com. Locate the Download page and the link to download the
respective software. For similar information about legacy systems, refer to the CLARiiON
Interactive Installation Guide CD.

Note: The ESRS IP Client for VNX software on the EMC support website supersedes and should
be used instead of the ESRS IP Client for CLARiiON software on the CLARiiON Interactive
Installation Guide CD.

2. Use the Unisphere Initialization Utility software and online help to register VNX for
block components, such as HBAs, and assign IP addresses to the storage processors, and
to attach hosts. For similar information about legacy systems, refer to the CLARiiON
Interactive Installation Guide CD.
3. Use the EMC Secure Remote Support IP Client for VNX Requirements and Installation
document to install the ESRS IP Client for VNX software on a monitor station. This
document describes the ESRS IP Client for VNX. It also describes the regtool CLI utility
and how to use it.
4. Use the ESRS IP Client for VNX software and online help to configure remote access to
both VNX for block and legacy systems by means of the monitor station.

Note: Configuring email home to contact EMC Customer Service or a third-party service provider
without using the ESRS IP Client for VNX communication infrastructure requires service
involvement. Remote connectivity using a dial-up modem is not recommended and its setup
requires a RPQ process. Remote connectivity using FTP is not supported on VNX for block or
legacy systems. EMC recommends using the ESRS communication infrastructure that can be
automatically installed on the monitor station.

10 Problem Resolution Roadmap for VNX 7.1

 Configuring

VNX and VNX for file installations

For VNX and VNX for file installations, you can configure remote connectivity using EMC
Secure Remote Support (ESRS) IP Client for VNX, email, or FTP to contact EMC Customer
Service or a third-party service provider for problem resolution assistance.

Note: ESRS IP Client is the preferred remote connectivity and callhome agent for VNX, VNX for block,
and VNX for file systems.

To configure remote connectivity, use the following sequence and resources:

1. Use the information in the installation guide applicable to your platform (VNX5300,
VNX5500, VNX5700, or VNX7500) to physically connect to your network. Each installation
guide also directs you to proceed with the VNX Installation Assistant software and ESRS
IP Client for VNX software. This software can be downloaded from the EMC support
website at http://Support.EMC.com. Locate the Download page and the link to download
the respective software.
2. The VNX Installation Assistant software and online help directs you to install and
configure the EMC ESRS IP Client for VNX. Use the EMC Secure Remote Support IP Client
for VNX Requirements and Installation document to install the ESRS IP Client for VNX
software on a monitor station. This document describes the ESRS IP Client for VNX. It
also describes the regtool CLI utility and how to use it.
3. Use the ESRS IP Client for VNX software and online help to configure remote access to
the file systems by means of the monitor station.

Note: Although remote connectivity using a dial-up modem is supported, it is not recommended
and its setup requires a RPQ process. EMC recommends using the ESRS communication
infrastructure that can be automatically installed on the monitor station.

4. Use Unisphere's online help to manage ConnectHome, which is used to configure Monitor
station HTTPS, email, FTP, and modem for remote access. You can also use the VNX for
file CLI for this purpose. Unisphere's online help also refers to the Configuring Events and
Notifications on VNX for File technical module for more information.

VG2/VG8 installations
Only trained EMC or EMC partner personnel should install and configure a VG2/VG8
gateway configuration. This includes the setup of remote connectivity to contact EMC
Customer Service or a third-party service provider for problem resolution assistance.

Note: ESRS IP Gateway 2.0 or later is supported as a remote connectivity and callhome solution for a
VG2/VG8 gateway configuration; ESRS Gateway 1.x is not supported.

VNX and VNX for file installations 11

Configuring

12 Problem Resolution Roadmap for VNX 7.1

 3

Reporting

To help expedite a problem resolution when you contact EMC Customer

Service, support representative, or third-party service provider, be prepared
to provide the following information:
◆ EMC Secure Remote Support IP Client for VNX on page 14
◆ Contact information on page 14
◆ Details about a problem that exists on page 14
◆ Details about a new problem on page 15
◆ VNX for block configuration information on page 16
◆ VNX for file configuration information on page 16
◆ Diagnostics on your system on page 18
◆ VNX for file problem information on page 18

Problem Resolution Roadmap for VNX 7.1 13

Reporting

EMC Secure Remote Support IP Client for VNX

When you install the EMC Secure Remote Support (ESRS) IP Client for VNX, hereafter
referred to in this document as ESRS IP Client for VNX, software on a monitor station, it
monitors the operation of VNX for block and legacy block (CX, CX3, CX4, and AX4-5 series)
systems you specify for error events and automatically notifies your service provider of
error events. It also provides a path for your service provider to use to securely connect to
your monitored VNX for block and legacy block systems.
For a VNX for file/unified system, the control station generates ConnectHome notifications
for the associated system (control station and SPs). When you install the ESRS IP Client for
VNX software, it allows you to specify control stations that can connect to the monitor station
and send ConnectHome notifications to your service provider. This software also provides
a path for your service provider to use to securely connect to your specified VNX for
file/unified system through the associated control station. When you install the ESRS IP
Client for VNX software, the ConnectHome information on the specified control stations is
automatically configured. The Email, FTP, and Modem options are disabled when the
Monitoring Station HTTPS option is enabled. In this case the ESRS IP Client for VNX
communication infrastructure is used as the transport mechanism.
During installation of the ESRS IP Client for VNX software, you also provide the necessary
information for a contact person at your company who can answer technical questions and
provide status information. For more information about ESRS IP Client for VNX, see EMC
Secure Remote Support IP Client for VNX Requirements and Installation.

Contact information
You need to provide the following contact information:
◆ Your company name
◆ Your name
◆ Your telephone number and e-mail address
◆ Site ID number
◆ Contact person at your company for technical questions and status information (name,
telephone number, and e-mail address)

Details about a problem that exists

◆ Supply the existing case ID (if known).

14 Problem Resolution Roadmap for VNX 7.1

 Reporting

Details about a new problem

◆ Have you searched the EMC knowledge base for the exact error you are receiving on the
system?

Note: Before searching the knowledge base, run nas_checkup on the VNX for File system to help
find a resolution faster.

◆ Do you have an internal reference number for this problem that you want EMC to
associate with it in EMC's tracking system?
◆ Has the system ever worked, or is this a new installation?
◆ Conditions under which the software worked properly.
◆ Is this the first time you are using this feature?
◆ Is this the first time the problem has occurred using this feature?
◆ If this problem occurred before, how long has it been between occurrences? And what
were the circumstances?
◆ Were any changes made to the VNX or environment (including SAN, storage, or LAN)
just before the problem occurred?
◆ What has been done already to troubleshoot the problem? Provide any results from tests.
◆ What error messages or problem symptoms is the system displaying? Provide any
corresponding numbers (codes) and complete text of any messages (for example, Windows
NT Event Viewer alerts) that appeared when the problem occurred that can help duplicate
a complete view of the system environment.
◆ Is the problem known to be related to a particular VNX feature, function, or system
component?
◆ Does the VNX have production data on it?
◆ A detailed description of the exact events leading up to the problem.
(When did you detect the software was not working correctly? Was this related to any
specific events at the time?)

◆ Are you able to reproduce the problem?

◆ Functions of the software you are running.
◆ How many users have the problem, and are they all part of the same network group?
◆ What is the current deployed configuration of the VNX architecture? VNX for file
configuration information on page 16 describes the system configuration information
EMC needs to expedite VNX for file problem resolution and provides the command or
location for obtaining this information. VNX for block configuration information on page
16 describes the system configuration information EMC needs to expedite VNX for block
problem resolution and provides the command or location for obtaining this information.

Details about a new problem 15

Reporting

◆ Provide general storage environment information. VNX for file configuration information
on page 16 describes the information EMC needs to expedite problem resolution and
provides the command or location for obtaining this information.
◆ Collect support information and logs. Problem information provides details on collecting
support and log information.

Note: VNX System Operations provides information about VNX system logs.

VNX for block configuration information

Table 1 on page 16 lists the VNX for block configuration information EMC needs to expedite
problem resolution and provides the command or location for obtaining this information.

Table 1. VNX for block storage environment information

Storage environment information Location or command

VNX for block product ID, serial From Unisphere, click the System List tab. For
number, and VNX operating envi- more detailed information, click the icon for the
ronment software version system and then click Properties.
From naviseccli, type:
getall [-host]

VNX for file configuration information

Table 2 on page 16 lists the VNX for file configuration information EMC needs to expedite
problem resolution and provides the command or location for obtaining this information.

Table 2. VNX for file storage environment information

Storage environment information Location or command

VNX ID, serial number, and VNX for From Unisphere, click the System List tab.
file code software version

VNX for file code software version From the CLI, type:
nas_version -l

And then type:

server_version ALL

From Unisphere, select the system and then

select System > Hardware > Data Movers. Select
the name of the Data Mover and click
Properties. The version of the Data Mover ap-
pears in the Version field.

16 Problem Resolution Roadmap for VNX 7.1

 Reporting

Table 2. VNX for file storage environment information (continued)

Storage environment information Location or command

Backend storage Visually inspect the VNX cabinet to determine
if the VNX for file is configured with a VNX for
block or is attached to an EMC Symmetrix® or
VNX for block disk array.

File-sharing protocol (NFS, CIFS, or

multiprotocol)

Type of SAN fabric components and

connectivity

Type of LAN infrastructure compo-

nents and connectivity

Provide the following information, as applicable to the problem:

External Usermapper release level For Windows Usermapper hosts, use this
command syntax:
usrmap_svc -s -H <us
rmap_home_dir>

-c usrmap.cfg -v
where:
<usrmap_home_dir> = the directory where
Usermapper files reside.
For Linux or Solaris Usermapper hosts, type:
usrmap_control -v

Internal Usermapper release level Display the VNX for file software version on
the Control Station by typing:
nas_version -l

or
server_version -ALL

MMC snap-in release levels Start ➤ Programs ➤ Celerra Tools ➤ About

Celerra CIFS Management in the Celerra MMC
software on your management PC.

VNX tools (EMC utilities) release View the Readme text on the Control Station
levels for the tools, or run the tool and check the out-
put text.

VNX for file configuration information 17

Reporting

Table 2. VNX for file storage environment information (continued)

Storage environment information Location or command

Client OS release level On a UNIX machine, type:
uname -a

To view the service pack information, from a

Windows system, select Start ➤ Run, and then
run Winver.

Client application and release level For Windows applications, the release level is
generally available from the Help ➤ About
feature.

Tunable parameters For Data Mover parameters, use this command

syntax:
cat /nas/serv-
er/slot_<x>/param
where:
<x> = the Data Mover number.

For global VNX for file parameters, type:

cat /nas/site/slot_param

Diagnostics on your system

To access wizards that perform diagnostics on a selected VNX for block or unified system,
use the Diagnostics tab in Unisphere Service Manager (USM).

Note: Your system type will determine which, if any diagnostic wizards are available to you. If you
do not see the Diagnostics tab, then your current system does not support this feature.

To collect logs on a VNX for block or unified system, access your system using USM and
select Diagnostics > Capture Diagnostics Data. This action launches the SP Collect Capture
wizard, which will initiate the SP Collect process for each storage processor of the selected
system and the log process on the Control Station. The result of both processes is zipped
into a single zip file that is stored on the Windows workstation from where the USM collection
was run.

VNX for file problem information

For problems with Unisphere or the VNX for file, EMC recommends that before contacting
the service provider or EMC for help, you should run log collection promptly. The sooner
the collection script is run, the more likely that command output, logs, and dump files that
can help correct the problem can be collected.

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 Reporting

The tasks for collecting problem information are:

◆ Enable Automatic Log Transfer from Unisphere on page 20
◆ Run Log Collection from the CLI on page 21
Use CLI options to perform script operations on page 24 details the command options
available to perform script operations for VNX for file.

Automatically collect and transfer logs

The Automatic Collection and Transfer tool aids in troubleshooting and resolving system
errors and other problems with a VNX for file that is configured to issue a call home. When
VNX for file services are running, the collection script runs automatically in the background
on the Control Station. It collects and saves command output, logs, and dump files related
to events that produce a CallHome. Examples of such events include Data Mover panics
and Replication session failures. If you enable Automatic Transfer, the Control Station
automatically transfers this information to a preconfigured FTP server when it is generated.

Note: As the script does not run during system installations and upgrades, it does not collect events
that might occur during those operations.

The tool produces zipped archive files of logs needed to analyze issues, and writes these
files to /nas/var/emcsupport. This tool also collects Data Mover panic dumps when they
occur with support materials. The Data Mover panic dumps are stored in the directory
/nas/var/dump. After collecting logs and files, if the transfer script is enabled, the tool
automatically transfers the collected data to EMC by using the configured transport mode
(such as Monitoring Station HTTPS). By default, the transfer capability is disabled.
A maximum of 460 MB is used for archiving log collections and a maximum of two Data
Mover panic dumps. If the logs and dumps specified in the configuration file have reached
the maximum, the tool deletes the oldest log to make room for new logs. However, the tool
leaves old dumps in place, so those have to be manually deleted from the dump directory.
When the tool successfully transfers a Data Mover panic dump to /nas/var/dump, it
automatically clears the dump partition. If two dumps already exist in the dump area, the
tool logs a message to sys_log, indicating that it cannot extract any further dumps to
/nas/var/dump until unneeded dumps are manually deleted.
The system logs contain entries each time a dump is transferred by the configured transport
mode to EMC Customer Service. If the tool is invoked manually, the command output and
any other important messages are logged in /nas/log/sys_log.

Note: If the configuration file has used the entire serial number string to identify dumps, the location
of the dump transfer might be truncated in sys_log. If this occurs, even though the system log might
not report the complete transfer location, the transfer is successful, as recorded in the log. Administrator
or root user privileges are needed to invoke the Automatic Collection and Transfer tool, which is run
from the command line interface (CLI). You also might be asked by an EMC Customer Support
Representative to run the tool to diagnose and solve system problems.

VNX for file problem information 19

Reporting

Configuration file
The first time the master script runs, it creates the configuration file
/nas/site/automaticcollection.cfg. This file contains lines that set various parameters to
manage the collection and transfer processes. For instance, it determines the location from
which the files are transferred, and, in the case of FTP as the configured transport mode, it
automatically sets the username and password for transfer files if the automatic transfer
capability is enabled. If the configuration file is changed, the automatic collection script does
not re-create it. In this case, to return to the default configuration file, rename or remove the
edited configuration file from the system.
However, apart from disabling the tool or changing the part of the file related to the transport
mode configuration, EMC strongly recommends that you use the default values in this file.
Otherwise, it is possible that the tool could consume more Control Station resources than
are necessary.
The configuration file manages the following information:
◆ Whether to disable the automatic transfer capability.
◆ The number of dumps to retain in the /nas/var/dump directory. The default is 2.
◆ Indicates the current version of the tool.
◆ The number of simultaneous transfers allowed from the Control Station. The default is
2.
◆ The host IP address or URL for the configured transport mode of files.
◆ For FTP as the configured transport mode, the username and password of the
administrator responsible for using the tool to transfer the files manually.
◆ For FTP as the configured transport mode, the remote directory for the FTP of files.

Enable Automatic Log Transfer from Unisphere

The Automatic Log Transfer tool is a support feature in VNX for file. Log Collection is
enabled by default. The system automatically collects and compresses logs and dumps when
certain events are generated. Support materials, logs, and dumps are saved locally on the
Control Station. After collecting logs and files, you can configure the system to automatically
transfer the collected data to EMC. The Automatic Transfer option is disabled by default.
When you enable Automatic Transfer, the system will automatically transfer the support
materials collected—both logs and dumps—from the Control Station to a pre-configured
transport mode, such as FTP or Monitoring Station HTTPS.

To enable automatic transfer:

1. Select the system.

2. Under Service Tasks, select Automatic Log Transfer for File.

20 Problem Resolution Roadmap for VNX 7.1

 Reporting

3. In the dialog box that appears, select Enable Automatic Transfer and click Apply.

Run Log Collection from the CLI

You might be asked by an EMC Customer Support Representative to run the automatic
collection script on the Control Station.
To run the log collection script to create the support materials file, perform the following:
1. Log in to the control station as nasadmin and then switch (su) to root.
2. To run the script, type the complete path:
Select /nas/tools/automaticcollection -getlogs

3. The script compiles the VNX for file support information into a compressed file and
saves the file in the /nas/var/log directory. The file is given the name:
support_materials_<serial number>.<yymmdd_hhss>.zip

where:
<serial number> = the serial number of the VNX for file.
<yymmdd_hhss> = the date and the time the script was run.

After creating the support materials file, contact the service provider or the EMC Customer
Service Center for directions on how to deliver the file for analysis. Use CLI options to
perform script operations on page 24 describes how to use the CLI options to perform
several script operations.

Disable Automatic Collection and Transfer tool

To completely disable the Automatic Collection and Transfer tool, type:

$/nas/tools/automaticcollection -disable -all

An alternative method of disabling the entire tool is to edit the configuration file
/nas/site/automaticcollection.cfg using a text editor such as vi, and uncomment the line
containing the word OFF.
The following is an example of a configuration file output:

VNX for file problem information 21

Reporting

Output

[nasadmin@bulls-cs ~]$ cat /nas/site/automaticcollection.cfg

# This is the configuration file for automaticcollection.

# Anything after the # character on that line is ignored. Blank

# lines are also ignored. Whitespace at the begining and end of each

# line is also ignored.

# To get back to the default configuration file, simply remove this

22 Problem Resolution Roadmap for VNX 7.1

 Reporting

Output

# file (or rename it, of course), and a new one will be created the

# next time automaticcollection runs. You may change this file if you
wish,

# and if you do so, automaticcollection will not recreate it.

# However, you will not receive any updates to this file should you

# choose to upgrade your control station software later.

# Don't modify the following line unless instructed by authorized

# service personnel.

# OFF

# Current version number

VERSION 2

# Uncomment the following line to disable the transfer feature.

# Disable

# Uncomment the following line to control the number of copies of

# panic dumps you would like to keep in /nas/var/dump directory.

# We strongly suggest to keep the default value. The default is 2.

# MaxCopyDump 2

# Uncomment the following line to control the number of simultaneous

# transfer you will allow from the Control Station. The default is

# 2, and it should not go any lower.

# MaxTransfer 2

# The following configurations are used by the transfer process.

# Please do not modify these unless instructed by authorized service

# personnel.

host ftp.emc.com

user anonymous

pass APM00055108049@emc.com

VNX for file problem information 23

Reporting

Output

# Modify the following line to specify the remote directory where

# the materials should be stored. The default is on the FTP server

# /incoming/APM00055108049 directory.

remote_directory /incoming/APM00055108049

Use CLI options to perform script operations

This section describes the available options, regardless of whether you invoke them yourself
or at the request of EMC Customer Service. You must have administrator privileges to use
this tool. Consequently, be sure to log in to the Control Station as nasadmin before using
this tool.

Command options

To display a list of Automatic Collection and Transfer tool command options, type:
$/nas/tools/automaticcollection -help

Table 3 on page 24 lists the Automatic Collection and Transfer tool’s command options and
descriptions.

Table 3. Automatic Collection and Transfer tool command options

Option Description
-help Displays the complete list of options.

-getlogs Runs the collection script which, when complete, causes the
logs to be transferred if the transfer script is enabled.

-filename <filename> Includes additional information, such as the case number, in the
filename.

-retrievedump Extracts the most recent dump and then runs the transfer script
for dumps if the transfer script is enabled.

-slot Indicates the number of the slot from which to retrieve the dump.

-local Writes the dump to a local directory.

-transferlogs Runs the transfer script for logs. The script reviews timestamps
on all collected logs in /nas/var/log and then transfers the most
recent set of logs in this partition.

24 Problem Resolution Roadmap for VNX 7.1

 Reporting

Table 3. Automatic Collection and Transfer tool command options (continued)

Option Description
-config Displays the current configuration.

-disable Turns off the transfer script.

-enable Turns on the transfer script.

-info Checks the state of the transfer script.

User examples

The following examples describe the functions you are most likely to perform with the
Automatic Collection and Transfer tool:
◆ To enable automatic transfer of file logs and dumps to EMC Customer Service, at the
command prompt, type:
$/nas/tools/automaticcollection -enable

◆ To disable automatic transfer of log files and dumps if they have been previously enabled,
at the command prompt, type:
$/nas/tools/automaticcollection -disable

◆ To completely turn off the Automatic Collection and Transfer tool, at the command
prompt, type:
$/nas/tools/automaticcollection -disable -all

EMC Customer Service and support provider examples

The following examples describe the functions you might perform if asked to do so by EMC
Customer Service or an authorized support provider:
◆ To run the collection script for logs, at the command prompt, type:
$/nas/tools/automaticcollection -getlogs

◆ To run the transfer script for dumps, at the command prompt, type:
$/nas/tools/automaticcollection -retrievedump -slot <slot ID>

◆ To run the transfer script for logs, at the command prompt, type:
$/nas/tools/automaticcollection -transferlogs

◆ To display the current configuration, at the command prompt, type:

VNX for file problem information 25

Reporting

$/nas/tools/automaticcollection -config

◆ To check the state of the transfer script, at the command prompt, type:
$/nas/tools/automaticcollection -info

26 Problem Resolution Roadmap for VNX 7.1

 4

Troubleshooting

As part of an effort to continuously improve and enhance the performance

and capabilities of its product lines, EMC periodically releases new versions
of its hardware and software. Therefore, some functions described in this
document may not be supported by all versions of the software or
hardware currently in use. For the most up-to-date information on product
features, refer to your product release notes.
If a product does not function properly or does not function as described
in this document, please contact your EMC Customer Support
Representative.
Topics included are:
◆ EMC E-Lab Interoperability Navigator on page 28
◆ Reporting a problem on page 28
◆ Error messages for Automatic Collection and Transfer tool on page
28
◆ EMC Training and Professional Services on page 29

Problem Resolution Roadmap for VNX 7.1 27

Troubleshooting

EMC E-Lab Interoperability Navigator

The EMC E-Lab™ Interoperability Navigator is a searchable, web-based application that
provides access to EMC interoperability support matrices. It is available on the EMC Online
Support website at http://Support.EMC.com. After logging in, locate the applicable Support
by Product page, find Tools, and click E-Lab Interoperability Navigator.

Reporting a problem
Problem reported to EMC is directed to an EMC Customer Support Representative who
contacts the local (regional) EMC support team and arranges for onsite support, if necessary.
The EMC Customer Service Center continues to work on the problem and provides periodic
status updates through the local EMC support team while it resolves the problem.

Send additional problem information

To send additional case-related information to EMC Customer Service after the initial
problem report, use:

◆ E-mail — Contact EMC Customer Service for the email address of the support
representative assigned to the case.
◆ FTP — Use FTP to send large amounts of data, such as system log files, to EMC for
analysis. Using FTP, either push files out of the system to a destination, such as EMC,
or place the files in a local system directory where they can be pulled in by the
destination server. Please contact EMC Customer Service to discuss file transfer
arrangements.
Include the problem case ID and the name of the support representative assigned to the
specific case in correspondence. Collect support information and logs to help correct the
problem. Problem information provides details on collecting support and log information.
To receive additional status updates or to further escalate a problem, contact your local
(regional) EMC Customer Service manager.

Error messages for Automatic Collection and Transfer tool

For VNX for file, all new event, alert, and status messages provide detailed information and
recommended actions to help you troubleshoot the situation.
To view message details, use any of the following methods:

◆ Unisphere software:

• Right-click an event, alert, or status message and select to view Event Details, Alert
Details, or Status Details.

28 Problem Resolution Roadmap for VNX 7.1

 Troubleshooting

◆ VNX CLI for file:

• Use the nas_message -info <message_id> command to retrieve the detailed information
for a particular error.

◆ Celerra Network Server Error Messages Guide

• Use this guide to locate information about messages that are in the earlier-release
message format.

◆ EMC Online Support website:

Use the text from the error message’s brief description or the message’s ID to search the
Knowledgebase on the EMC Online Support website. After logging in to
http://Support.EMC.com, go to Support.

EMC Training and Professional Services

EMC Customer Education courses help you learn how EMC storage products work together
within your environment to maximize your entire infrastructure investment. EMC Customer
Education features online and hands-on training in state-of-the-art labs conveniently located
throughout the world. EMC customer training courses are developed and delivered by EMC
experts. Go to the EMC Online Support website at http://Support.EMC.com for course and
registration information.
EMC Professional Services can help you implement your system efficiently. Consultants
evaluate your business, IT processes, and technology, and recommend ways that you can
leverage your information for the most benefit. From business plan to implementation, you
get the experience and expertise that you need without straining your IT staff or hiring and
training new personnel. Contact your EMC Customer Support Representative for more
information.

EMC Training and Professional Services 29

Troubleshooting

30 Problem Resolution Roadmap for VNX 7.1

 Index

A ESRS IP Client (continued)

sending error events to EMC Customer Service
Automatic Collection and Transfer tool 10
command examples 25
command options 24
configuring 20 F
described 19 FTP
disabling 21 sending files to EMC Customer Service 28
problem reporting 19
running from CLI 24
user command examples 25 L
log files
C automatic collection and transfer 19
problem reporting 19
Capture Diagnostics Data 18
Customer Service
FTP 28 N
problem reporting information 13
sending e-mail 28 noncritical problem resolution 8

D P
diagnostics, running on USM 18 problem reporting
automatic collection and transfer of logs 19
collecting log files 19
E providing contact information 14
sending additional information 28
e-mail problem resolution
contact EMC 28 for noncritical problems 8
EMC Customer Service Release Notes 8
FTP 28
problem reporting information 13
sending e-mail 28 R
EMC E-Lab Navigator 28
ESRS IP Client release notes
sending ConnectHome notifications to EMC resolve problems 8
Customer Service 11 remote connectivity
for VG2/VG8 gateway installations 11
for VNX and VNX for file 11

Problem Resolution Roadmap for VNX 7.1 31

Index

remote connectivity (continued) sending additional problem information (continued)

for VNX for block and legacy systems 10 e-mailing 28
running diagnostics 18 FTP 28
name of support representative and case ID 28
problem case ID 28
S storage environment information
sending additional problem information problem reporting 16

32 Problem Resolution Roadmap for VNX 7.1