Data Domain - Data Domain Legacy FRU Procedures-DD620

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Topic
Data Domain Legacy FRU Procedures
Selections
Legacy Models: DD620
Model Components: NVRAM Card/Battery Replacement
Additional Information: FRU Toolkit
Additional Information: Information Resources and Support Contact
Additional Information: Serial Connection Information
Additional Information: Unit Features
Generated: February 23, 2021 7:51 AM GMT
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Publication Date: February, 2021
Dell Technologies Confidential Information version: 6.1.6.79
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Contents
Preliminary Activity Tasks .......................................................................................................4
Read, understand, and perform these tasks.................................................................................................4
FE Toolkit Inventory and Common Procedures for FRU Tasks ..............................................5

Toolkit Inventory............................................................................................................................................5
Laptop Computer and Software...............................................................................................................5
Tools, Cables, and Supplies ....................................................................................................................5
Connecting to the System with a Terminal Emulator ....................................................................................6
Failed Part Identification..........................................................................................................6

DD 620 Safety Instructions .....................................................................................................7
DD 620 System Features and Storage Configuration.............................................................7
DD160 and DD620 NVRAM and BBU Replacement ..............................................................8
Related Documentation ................................................................................................................................8
Tools and Supplies Needed..........................................................................................................................9
Safety Information.........................................................................................................................................9
System References.......................................................................................................................................9
Replacing the BBU or NVRAM Card.............................................................................................................9
Preliminary steps .....................................................................................................................................9
Remove the top cover..............................................................................................................................9
Remove the BBU ...................................................................................................................................10
Remove the fan assembly .....................................................................................................................12
Remove the PCI riser card cage............................................................................................................14
Remove the NVRAM card .....................................................................................................................15
Replace the failed component ...............................................................................................................17
Install the NVRAM card .........................................................................................................................17
Install the PCI riser card cage................................................................................................................18
Install the fan assembly .........................................................................................................................18
Install the BBU .......................................................................................................................................18
Install the top cover and install the chassis ...........................................................................................19
System Restart ...........................................................................................................................................19
Restart the system.................................................................................................................................19
Troubleshooting Alerts ................................................................................................................................20
Return the Failed Part.................................................................................................................................21
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Information Resources & Support.........................................................................................21
Support Flow...............................................................................................................................................21
Implementation Hardware Replacement Dispatch......................................................................................22
Additional Documentation ...........................................................................................................................22
Field Support Phone Number .....................................................................................................................22
Connecting to the System with a Terminal Emulator ..................................................................................22
Part Return Instructions ........................................................................................................23

Important Information..................................................................................................................................23
Returning Parts ...........................................................................................................................................24
Page 3 of 24
Preliminary Activity Tasks
This section may contain tasks that you must complete before performing this procedure.
Read, understand, and perform these tasks

1. Table 1 lists tasks, cautions, warnings, notes, and/or knowledgebase (KB) solutions that you need to
be aware of before performing this activity. Read, understand, and when necessary perform any
tasks contained in this table and any tasks contained in any associated knowledgebase solution.
Table 1 List of cautions, warnings, notes, and/or KB solutions related to this activity
2. This is a link to the top trending service topics. These topics may or not be related to this activity.
This is merely a proactive attempt to make you aware of any KB articles that may be associated with
this product.
Note: There may not be any top trending service topics for this product at any given time.
Data Domain Top Service Topics
Page 4 of 24
FE Toolkit Inventory and Common Procedures for FRU Tasks
This document describes the tools required to perform the tasks described in Data Domain FRU
documents. This document also explains how to connect to a Data Domain system and run DD OS
commands with a laptop computer and terminal emulator.
The audience for this document is a Field Engineer preparing to perform a FRU task for a Data Domain
system or storage shelf.
Toolkit Inventory
Laptop Computer and Software
Use a laptop computer as a terminal to log into the system and run DD OS commands. For help
connecting, see “Connecting to the System with a Terminal Emulator”.
The recommended terminal emulation program is SecureCRT®, configured with a 5,000 line or larger
buffer. Any version of SecureCRT is suitable. If SecureCRT is not available, use PuTTY version 0.58 or
later. Windows Hyperterminal is not recommended.
Tools, Cables, and Supplies

FRU procedures for Data Domain systems and storage shelves may require the following tools and
supplies:
 Null modem cable (DB-9 female to female), plus spare
 USB-to-DB-9 serial (male connector) converter cable if the laptop does not have a serial port, plus
spare
 Power adapter, C13 to NEMA 5-15 (if based in North America), or a power cord for your laptop power
adapter with a C13 plug, so that you can power your laptop from a rack PDU
 Antistatic wrist strap and conductive foam pad
 Screwdrivers:
 Phillips #2 with a 12 inch or longer blade
 Phillips #2 (standard-length blade)
 Phillips #1
 Flat head 3/16 inch
 Flat head 1/4 inch
 Torx T10
 Flashlight
 Needle nose pliers
 Diagonal wire cutters (for cutting tie wraps)
 2 GB USB flash memory drive
 Tie wraps (4 inch and 8 inch)
 (recommended) Roll of 5/8 inch Velcro cable tie material (3M Scotchmate SJ-3401 or similar)
Page 5 of 24
Connecting to the System with a Terminal Emulator
To connect to a Data Domain system and run DD OS commands:
1. [ ] Connect a serial cable between your laptop and the Data Domain system. If necessary, also use
a USB-to-DB-9 converter cable to connect the serial cable to your laptop.
2. [ ] Launch the terminal program on your laptop and configure the following communication settings:
Table 1 Communications settings
Setting Value
Baud rate 9600
Data bits 8
Stop bits 1
Parity None
Flow control None
Emulation VT-100
Table 2 Communications settings for DD63xx, DD6900, DD9300, DD9400, DD95xx, DD9900
models
Setting Value
Baud rate 115200
Data bits 8
Stop bits 1
Parity None
Flow control None
Emulation VT-100
3. [ ] Enable logging of the session.

4. [ ] Log in to the system.
5. [ ] Default login information:
a. User: sysadmin
b. Password: [Unit Serial Number]
Failed Part Identification
CAUTION: Prior to starting any parts replacement, the failed part must be positively identified. This is
particularly important with components for external storage shelves. Shelf numbering may change
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between system reboots on some DDOS versions. In later versions of DDOS shelf numbering is
persistent but shelf renumbering can be manually initiated, and the renumbering occurs at the next
reboot.
The failed part must be positively identified and the physical location verified so that the proper part is
replaced. Various methods for identification exist and will vary with the part.
In most cases identification of the failed part will require access to either CLI or GUI access to the Data
Domain system. This may require customer assistance to gain access to the DD system CLI or GUI.
DD 620 Safety Instructions
DD 620 System Features and Storage Configuration

Table 1 shows a basic description of the system. Table 2 shows the storage that is contained within a
head unit. Be aware some systems store user data on the drives in a head unit and others do not.
Table 1 System Features
Item Description
Rack Height 2U supported in four-post racks only
NVRAM One 1GB battery-backed NVRAM card with one separate battery pack
Power Dual redundant, hot swappable hot swap power
Fans One Fan assembly consisting of three fans, Not hot swappable.
Motherboard I/O Two 1000/100/10 copper Ethernet
Processors One Dual-core processor
Slide Rails Rail Kit included, Spare under P/N X-1406URAIL.
Memory 8 GB
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Table 2 Internal Storage Configuration
Configuration Maximum Capacity DD OS Requirements

Seven 1 TB SATA 7 TB Raw, 3,360 GiB, 3,608 GB N/A
Twelve 1 TB SATA (7+5 drives) 12 TB Raw, 5,935 GiB, 6,373 GB usable N/A
Twelve 1 TB SATA 12 TB Raw, 7,837 GiB, 8,415 GB usable N/A
DD160 and DD620 NVRAM and BBU Replacement

This document provides instructions for replacing the NVRAM card or the battery backup unit (BBU) in
Data Domain DD160 and DD620 systems.
CAUTION: This procedure requires system downtime. The unit is not able to serve data during this
period.
CAUTION: The system might not be usable for up to three hours after a BBU or an NVRAM card
replacement if the batteries in the BBU are discharged. Plan ahead for possible additional system
downtime.
Related Documentation
Note: Hard copies of this document may be out of date. Always check for the current version of this
document on the Support Documentation Website.
The Documentation page at https://my.datadomain.com/documentation provides access to three

categories of documents that are related to use of Data Domain products:
 End user documents, under Product Documentation.
 Documents about how to integrate Data Domain systems with third party backup applications, under
Integration Documentation.
 Matrices that show which components are compatible with each other, under Compatibility Matrices.
View Data Domain documents

1. [ ] Log into the support portal at: https://my.datadomain.com/documentation.
2. [ ] To view user documents, click Product Documentation and then perform the following steps:
a. Select the Data Domain model from the Platform list and click View.
b. On the row for the correct Data Domain operating system (DD OS) version, click View under
Documentation.
c. Click the desired title.
3. [ ] To view integration-related documents, perform the following steps:
a. Click Integration Documentation.

b. Select the vendor from the Vendor menu.
c. Select the desired title from the list and click View.
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4. [ ] To view compatibility matrices, perform the following steps.
a. Click Compatibility Matrices.

b. Select the desired title from Product menu and click View.
Tools and Supplies Needed

For a list of recommended tools and supplies for field work, see the document FE Toolkit Inventory and
Common Procedures for FRU Tasks at https://my.datadomain.com. From the Documentation page, select
Parts Installation Guide, then select the Data Domain product from the menu. This document is included
in the list of documents for the product.
CAUTION: For proper cooling and airflow, do not operate the system with the cover removed.
CAUTION: Always use two people when moving the chassis, because a system weighs from 42 to 57
pounds (19.1 to 25.8 kilograms).
Safety Information
Replacement and installation of these modules should be performed only by qualified service personnel.
The remote-battery NVRAM module includes a battery backup unit (BBU) which may contain a charge.
It is recommended that:
 Care is taken when installing and removing these components to ensure there is no contact with
exposed metal parts (component leads, pcb traces, connector pins).
 When these components are not installed in the chassis, they are placed on nonconductive surfaces.
System References
Unless otherwise noted, all references to left, right, front, top, and bottom assume the reader is facing the
front of the chassis as it is positioned for normal operation.
Replacing the BBU or NVRAM Card

Preliminary steps
1. [ ] Power down the system by using the command system poweroff.
2. [ ] After the system shuts down, unplug both AC power cords to remove standby power from the
system.
CAUTION: Power remains for some time after AC cords are removed. Wait until all of the LEDs are
dark.
3. [ ] Turn off and disconnect all peripheral devices connected to the system.
4. [ ] Mark as required, then remove all cables from the back of the system.
Remove the top cover

1. [ ] If the system is mounted in a rack, remove the system from the rack and move it to a secure
work surface.
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CAUTION: Because of the weight, always use two people to move a Data Domain system.
CAUTION:The system does not have an extendable rack rail kit mounting, so it is not safe to perform this
procedure on the rack.
CAUTION:During the entire procedure, wear a grounding wrist strap to avoid ESD damage to the
equipment.
2. [ ] Unscrew the screw on the rear of the chassis. See letter “A” in Figure 1.
3. [ ] Slide the top cover toward the rear until it stops, then lift the cover to remove it. See letter “B” in
Figure 1.
Note: There is a diagram on the underside of the cover that shows the system component layout.
Figure 1 Removing the chassis cover
Remove the BBU
CAUTION: There is a risk of explosion if incorrect batteries are used for replacement.
CAUTION: Do not crush, short-circuit, incinerate, or disassemble battery.
CAUTION: Do not dispose of in a fire.
CAUTION: Do not attempt to use any other batteries other than those provided by EMC Corporation.
CAUTION: In case of fire use dry chemical, alcohol resistant foam or carbon dioxide fire extinguishers.
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CAUTION: Used batteries should be returned or disposed of according to local environmental
regulations.
CAUTION: Damaged batteries are forbidden from air transport. Consult with experts familiar with
applicable battery regulations before shipping these batteries.
Figure 2 shows the location of the battery backup unit (BBU).
Figure 2 BBU location within the chassis
1. [ ] Loosen the thumbscrew holding the BBU to its bracket. See Figure 3.
2. [ ] Gently pull the release lever in a horizontal direction toward the riser card cage to disengage it
from the lock mechanism. See Figure 3.
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Figure 3 BBU removal components
3. [ ] Once freed, pull up to lift the BBU from the chassis and set it on top of the chassis. See Figure 8.
4. [ ] The BBU has two cables: a power cable and a data cable. Detach the power cable and data
cable by pushing in on the release latch. See Figure 4.
Figure 4 BBU power and data cable locations
5. [ ] If the BBU is the failed component, proceed to “Replace the failed component”.
Remove the fan assembly

1. [ ] 1. Remove the fan shroud.
a. a. Press the tab on the fan shroud inward to lift upward and hinge over (see Figure 5).
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Figure 5 Fan shroud and retaining clips
b. The rear bottom of the shroud is attached to the PCI riser assembly. Press up on the riser to
detach from the assembly clip.
c. Pull the shroud upward and lift it off the unit.
2. [ ] Press the two fan retaining clips inward to release the fan assembly. See Figure 5.
3. [ ] Lift the fan assembly out of the unit.
4. [ ] Pull the fan assembly away from the chassis and set it atop the chassis. There needs to be
enough room to remove the adjacent PCI riser card cage.
5. [ ] Remove the three fan assembly power connectors from the mother board. Note where each
connector is connected, and note the label on the cable attached to each connector. The order of the
labels should be FAN 2, FAN 1, and FAN 3 from left to right. Figure 6.
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Figure 6 Pull fan assembly out
Remove the PCI riser card cage

1. [ ] Remove the four screws securing the PCI riser card cage in the current chassis. Three are
located on top and one at the motherboard base. See Figure 7 for location of the screws.
Figure 7 Location of PCI riser card cage retaining screws
2. [ ] Lift the card cage from the unit to gently remove it from the mother board connection. See
Figure 8.
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Figure 8 Removing the PCI riser card cage
3. [ ] Disconnect all five cables from the riser cage, note where each connector is connected, and note
the label on the cable attached to each of the three mini SAS connectors (with red cables). The order
of the labels from bottom to top should be 01, 02, and 03.
4. [ ] Set the riser cage on top of the chassis.
CAUTION: Be careful of the cables in this area of the chassis.
Remove the NVRAM card
CAUTION: The NVRAM card requires special handling. Do not place the card on a conductive surface.
Doing so may damage the card.
CAUTION: Make sure you are still wearing an ESD wrist strap.
1. [ ] The NVRAM card is located in slot 1 of the riser cage. Remove the retaining screw from the
NVRAM card, and carefully remove the card from the PCI riser card cage. See Figure 9.
Note: The NVRAM card has a clear protective plastic cover. Rest the card on this cover to prevent
any physical contact with the resting surface. Always hold the card by its edges.
CAUTION: The large heat sink on the NVRAM card may be hot. Avoid contact with the heat sink
when removing or working in the area around the card.
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Figure 9 NVRAM card in PCI riser card cage
2. [ ] Place the NVRAM card on top of an antistatic surface.

3. [ ] Cut the NVRAM card data cable tie to remove the tie. See Figure 10.
Figure 10 NVRAM card data cable tie
4. [ ] Detach the data cable from the NVRAM card. See Figure 11.
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Figure 11 NVRAM card data cable
Replace the failed component

Battery Backup Unit (BBU)
1. [ ] If the BBU is the failed component, detach the data cable and remove it from the work area.
2. [ ] Remove the new BBU from the packaging. Retain the packaging for return of the old BBU.
3. [ ] Place the new BBU on the edge of the chassis.
NVRAM Card
1. [ ] If the NVRAM card is the failed component, remove it from the work area.
2. [ ] Being careful not to touch the components or the gold edge connectors on the PCI card, remove
the new NVRAM card from the packaging and its protective wrapper. Retain the packaging for return
of the old card.
3. [ ] Place the new card component-side up on a clean, static-free work surface close to the riser
cage.
Install the NVRAM card
CAUTION: The NVRAM card is electrically active when connected to the BBU, so caution must be
exercised not to touch any of the board components. The board should be placed onto its clear protective
cover to minimize any electrical energy hazards.
1. [ ] Attach the data cable from the BBU to the NVRAM card. See Figure 11.
a. If this is a new NVRAM card, it comes with a tie wrap loosely installed. Route the data cable
through the tie wrap.
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b. If this is an existing NVRAM card, attach a cable tie to the data cable on the NVRAM card in the
location as shown in Figure 10.
2. [ ] Tighten the cable tie and trim the excess.
3. [ ] Carefully place the NVRAM card into slot 1 of the PCI riser card cage and replace the retaining
screw.
Install the PCI riser card cage

1. [ ] Position the PCI riser card cage for insertion and reconnect the five cable connectors. Check that
the cables are connected to the same ports as before.
2. [ ] Note the order of the 3 miniSAS connectors (with red cables); they must be connected in the
order 01, 02, 03 from bottom to top. Both the cables and the cable connectors are clearly labeled.
The ribbon cable should be installed with the red wire facing up closest to the top of the system.
3. [ ] Reconnect the PCI riser card cage onto the mother board.
4. [ ] Replace the four retaining screws.
Note: Check that the ribbon cable from the back plane to the riser is securely attached. This cable can
become loose during handling of the riser card cage.
Install the fan assembly

1. [ ] Connect the three clearly labeled fan assembly connectors to their corresponding connectors on
the mother board. The order of the labeled connectors should be FAN 2, FAN 1, and DIMM from left
to right.
Note: Each connector on the mother board is clearly labeled for the appropriate fan connector.
2. [ ] Verify that no cables are interfering with the fan blades.

3. [ ] Slide the fan assembly into the chassis until seated, then slide the retaining clips outward until
engaged. Verify that the unit is secure.
4. [ ] Ensure none of the power cables block any of the fans.
5. [ ] Replace the fan shroud by aligning the left rear edge of the shroud with the retaining pin on the
PCI card cage.
6. [ ] Rotate the shroud down carefully until the front tab on the shroud clicks into place. Verify that the
shroud is locked in place.
Install the BBU

1. [ ] Attach the chassis power cable to the BBU as shown in Figure 4.
2. [ ] Ensure there are no cables on the battery bracket that can interfere with battery installation.
3. [ ] Insert the BBU into the bracket in the chassis. Make sure the BBU is securely inserted.
4. [ ] If the BBU release lever does not snap into place, remove the BBU and check that no cables are
interfering.
5. [ ] Ensure all cables are properly seated and routed. See Figure 4 for proper routing and placement
of the data cable. Route the excess NVRAM-BBU cable in the area under the chassis cover.
6. [ ] Tighten the thumbscrew.
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Install the top cover and install the chassis
1. [ ] Route excess battery-to-NVRAM cabling into the area next to the battery housing.
2. [ ] Place the cover over the chassis so that the side edges of the cover sit just inside the chassis
sidewalls and the tabs on the cover align with the slots in the chassis.
3. [ ] Slide the cover forward until it clicks into place.
4. [ ] Tighten the screw on the rear of the chassis.
5. [ ] Slide the system back into the rack.
6. [ ] Hand-tighten the Data Domain system front flange thumbscrews, one on each side, securing
them in the rail.
7. [ ] Reconnect all peripheral devices and the AC power cord.
System Restart
Restart the system
1. [ ] Restart the system.
2. [ ] If the BBU has fully charged batteries, the system restarts normally. If any battery has less than
an 80% charge, the system sends a battery charge low alert and filesys is automatically
disabled while the system charges the batteries. When the batteries are greater than 80% charged,
filesys is automatically enabled and the alerts are cleared. You can check on the system progress
using the following commands:
 system show nvram
 alerts show current
 (See “Troubleshooting Alerts” for an output example)
 filesys status
Note: The battery charging process may take up to 3 hours to complete.
3. [ ] Enter the command system show nvram to check that each battery is enabled and charged.
The display is similar to the following:
# system show nvram
NVRAM Cards:
Card Component Value
---- ------------------- -------------------------------------------
1 Slot 1
Firmware version 1.2.0
Memory size 960.00 MiB
Errors 0 memory (0 uncorrectable), 0 PCI, 0
controller
Board temperature 46 C
CPU temperature 61 C
Number of batteries 3
Card model no 521-0011-0001
Card serial no F61034B50007
Battery model no 521-0024-0001
Battery serial no FP1037M40036
---- ------------------- -------------------------------------------
NVRAM Batteries:
Card Battery Status Charge Charging Time To Temp. Voltage
Page 19 of 24
Status Full
Charge
---- ------- ------ ------ -------- -------- ----- ---------
1 1 ok 100 % enabled 0 mins 37 C 8.244 V
2 ok 100 % enabled 0 mins 36 C 8.242 V
3 ok 100 % enabled 0 mins 35 C 8.224 V
---- ------- ------ ------ -------- ----------- -----------
# filesys status
The filesystem is enabled and running.
Troubleshooting Alerts
If you receive alerts following the replacement, follow the steps below for more information.
1. [ ] Enter the command system show nvram to check battery and NVRAM card status.
2. [ ] Enter the command alerts show current for more information about NVRAM card and BBU
alert status.
3. [ ] Enter the command alerts show current-detailed for more detailed information about
NVRAM card and BBU alerts.
Note: Call Technical Support if you have any issues with NVRAM or BBU replacement.
Note: For additional information about these and other commands and messages, refer to additional
documentation. See “Related Documentation”.
The following shows sample output for the commands.

# system show nvram
NVRAM Cards:
Card Component Value
---- ------------------- -------------------------------------------
1 Slot 1
Firmware version 1.2.0
Memory size 960.00 MiB
Errors 0 memory (0 uncorrectable), 0 PCI, 0
controller
Board temperature 51 C
CPU temperature 72 C
Number of batteries 3
Card model no 521-0011-0001
Card serial no F61042B50123
Battery model no 521-0024-0001
Battery serial no F61042M40123
---- ------------------- -------------------------------------------
NVRAM Batteries:
Card Battery Status Charge Charging Time To Temperature Voltage
Status Full
Charge
---- ------- ------ ------ -------- ----------- -----------
1 1 ok 100% enabled 0 mins 30 C 8.224 V
2 ok 100% enabled 0 mins 30 C 8.214 V
3 ok 100% enabled 0 mins 30 C 8.220 V
---- ------- ------ ------ -------- ----------- -----------
# alerts show current

Alert Id Time Severity Class Object
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Message
-------- ------------------------ -------- --------------- -------------
47 Fri Jan 14 14:28:51 2011 WARNING HardwareFailure NVRAM
Card=1:Sensor Id(0x)=10f NVRAM Memory Size: Nvram memory size is not correct for
this model
# alerts show current-detailed

Alert Id 47
Time Fri Jan 14 14:28:51 2011
Severity WARNING
Class HardwareFailure
Object NVRAM Card=1:Sensor Id(0x)=10f
Message NVRAM Memory Size: Nvram memory size is not correct for this
model
Additional Information Slot=6:Current(0x)=7c000000:Threshold(0x)=3c000000
Event Id EVT-NVRAM-00021
Event Name NvramMemSizeAlert
Description NVRAM card has wrong memory size for this model.
Action Check if NVRAM card memory size is correct for this model.
If no, replace with the correct size NVRAM memory DIMM. If the problem persists,
contact your contracted support provider or visit us online at
https://my.datadomain.com.
Return the Failed Part

1. [ ] If returning an NVRAM card, package it in the new card packaging.
2. [ ] If returning a BBU, package it in the new battery packaging.
CAUTION: Before returning a battery module, check to ensure the batteries are not damaged.
Damaged lithium ion batteries may be susceptible to generating dangerous levels of heat or fire and
should not be shipped via air transport. If the battery is dented, punctured, vented, or leaking, it
should not be shipped via air. Batteries that have expanded are not considered damaged unless the
battery has vented, cracked or leaking. If you are unable to determine if the battery module is
damaged, contact your Data Domain support personnel.
3. [ ] Copy the RMA number onto the package.

4. [ ] Return to EMC Data Domain.
Information Resources & Support

Support Flow
Please follow the path below to problem resolution and support resources.
3. Search the Data Domain product page at the EMC support portal here
4. Open a service request go to EMC Support here
5. Call Support at the numbers provided below
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Note: If you have to open a support case while you are onsite tell the agent you are onsite and need a
callback. Indicate that you have time windows that must be met and while waiting prepare support
materials to expedite the process (logs, autosupports, and ancillary documents to support
troubleshooting).
Note: If you arrive at the customer site and the system is DOA, there is a part failure, or something is
missing or incorrect, call the Field support numbers below and follow the procedure outlined in the
Implementation Hardware Replacement and Dispatch section.
Implementation Hardware Replacement Dispatch

1. [ ] TAC will create a case and help you diagnose the problem.
a. If a part is needed TAC will dispatch the part, e.g., cable or NVRam card
b. If the system is DOA, TAC will replace the entire system. This will be completed by internal
dispatch.
c. The timing will depend on the support package that the customer purchased.
2. [ ] Contact the SE (or AE if SE is unavailable) to alert them of the issue, provide the case number,
and allow them to interface with the customer. Inform the SE that a different delivery resource might
be scheduled to complete the implementation.
3. [ ] Contact the PM for the implementation, provide the case number, and inform them of the issue
and the expected arrival date and time for the replacement or additional part. The PM will have to
work with the RM to determine which delivery resource will be sent to complete the implementation, if
necessary. The PM should keep the SE and the customer informed about which IS will be
dispatched and when.
4. [ ] The delivery resource should complete as much of the implementation as possible before leaving
the customer site.
5. [ ] If the part arrives in time complete the implementation.
6. [ ] Implementation is completed the next day by same or different delivery resource.
Additional Documentation
To get additional information regarding specific issues, best practices, backup software or design
considerations please use the following links.
EMC Support Portal
Field Support Phone Number

A support number is available that can be used when implementation resources are on-site and need
help. Please dial 1-800-SVC-4EMC (800-782-4362) and select Option 2 (all hardware support) then
select Option 1 (All hardware products except AX and Vblock) for worldwide support dial 1-508-497-7901
or in Canada please dial 800-543-4782.
Connecting to the System with a Terminal Emulator

To connect to a Data Domain system and run DD OS commands:
1. [ ] Connect a serial cable between your laptop and the Data Domain system. If necessary, also use
a USB-to-DB-9 or a USB-to-DB-9 and DB-9 to Micro-DB-9 converter cable to your laptop.
Page 22 of 24
2. [ ] Launch the terminal program on your laptop and configure the following communication settings:
Table 3 All Models Except DD6900, DD9400, DD9500, DD9900
Setting Value
BAUD Rate 9600
Data Bits 8
Stop Bits 1
Parity None
Flow Control None
Emulation VT-100
Table 4 Models: DD6900, DD9400, DD9500, DD9900
Settings Value
BAUD Rate 115200
Data Bits 8
Stop Bits 1
Parity None
Flow Control None
Emulation VT-100
3. [ ] Enable logging of the session.

4. [ ] Log in to the system.
Part Return Instructions

This document describes the tools required to perform the tasks described in Data Domain FRU
documents. This document also explains how to connect to a Data Domain system and run DD OS
commands with a laptop computer and terminal emulator.
The audience for this document is a Field Engineer preparing to perform a FRU task for a Data Domain
system or storage shelf.
Important Information
 Return part within 5 days of receipt
 For return of complete product (chassis) be sure to carefully package the unit. If you require new
packaging material or want to schedule a pick-up, contact partreturns@emc.com
 Customer that purchased a “hard disk drive no return” service option are not required to return a
hard disk drive (HDD)
 The following links may help identify a local contact number or drop location nearest to your area
dependent upon the carrier return waybill provided for your country:
www.fedex.comn
www.dhl.com
www.tnt.com
Page 23 of 24
www.sagawa-exp.co.jp
www.estafeta.com
www.pafex.com
www.royaleasia.com
www.airparcel-express.com
 For questions or assistance regarding this return shipment please contact EMC’s Service
Logistics Group. Use the following email address and be sure to include the EMC RMA number:
partreturns@emc.com
 The timely return of the defective part or unit is appreciated by EMC. Failure to return the
defective part or unit may result in an invoice for the open return, suspended or discontinued
support
Returning Parts
To return failed, unused or DOA parts to EMC:
1. [ ] Locate the Part Return Instructions trifold shipped with the new part or unit.
2. [ ] Package each part to be returned in the packing material and container in which the replacement
part was received.
3. [ ] Seal the box securely.
4. [ ] Be sure to cover or remove any existing waybill or shipping labels.
5. [ ] Do not cover or remove any part bar-code labels.
6. [ ] Complete the “shipper” or “from” portion of the return waybill (Dispatch Label) sticker provided in
the Instructions trifold and attach it to the outer box to be returned.
7. [ ] Reference the EMC RMA number and be sure to include your name, phone number and
shipping address (if requested).
8. [ ] Label the outer box with the completed EMC RMA label and identify if the part is “Defective”, “Did
Not Use” or “DOA Part”. “Defective”, “Did Not Use” and “DOA Part” oval labels are located in the
RMA Instructions trifold shipped with the FRU.
Note: Do not label the physical part.
9. [ ] Arrange to have the part picked up by the carrier on the waybill or utilize a drop-off location
nearest to your area for the carrier to pick up.
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Data Domain ® SolVe Generator

Solution for Validating your engagement

Generated: February 23, 2021 7:51 AM GMT

Publication Date: February, 2021

Dell Technologies Confidential Information version: 6.1.6.79

FE Toolkit Inventory and Common Procedures for FRU Tasks ..............................................5

Failed Part Identification..........................................................................................................6

Dell Technologies Confidential Information version: 6.1.6.79

Part Return Instructions ........................................................................................................23

Dell Technologies Confidential Information version: 6.1.6.79

Read, understand, and perform these tasks

Data Domain Top Service Topics

Dell Technologies Confidential Information version: 6.1.6.79

Tools, Cables, and Supplies

Dell Technologies Confidential Information version: 6.1.6.79

Table 1 Communications settings

3. [ ] Enable logging of the session.

Failed Part Identification

Dell Technologies Confidential Information version: 6.1.6.79

DD 620 Safety Instructions

DD 620 System Features and Storage Configuration

Table 1 System Features

Dell Technologies Confidential Information version: 6.1.6.79

Configuration Maximum Capacity DD OS Requirements

DD160 and DD620 NVRAM and BBU Replacement

The Documentation page at https://my.datadomain.com/documentation provides access to three

View Data Domain documents

a. Click Integration Documentation.

Dell Technologies Confidential Information version: 6.1.6.79

a. Click Compatibility Matrices.

Tools and Supplies Needed

Replacing the BBU or NVRAM Card

Remove the top cover

Dell Technologies Confidential Information version: 6.1.6.79

Figure 1 Removing the chassis cover

Remove the BBU

CAUTION: Do not crush, short-circuit, incinerate, or disassemble battery.

CAUTION: Do not dispose of in a fire.

Dell Technologies Confidential Information version: 6.1.6.79

Figure 2 shows the location of the battery backup unit (BBU).

Figure 2 BBU location within the chassis

Dell Technologies Confidential Information version: 6.1.6.79

Figure 4 BBU power and data cable locations

Remove the fan assembly

Dell Technologies Confidential Information version: 6.1.6.79

Dell Technologies Confidential Information version: 6.1.6.79

Remove the PCI riser card cage

Figure 7 Location of PCI riser card cage retaining screws

Dell Technologies Confidential Information version: 6.1.6.79

CAUTION: Be careful of the cables in this area of the chassis.

Remove the NVRAM card

Dell Technologies Confidential Information version: 6.1.6.79

2. [ ] Place the NVRAM card on top of an antistatic surface.

Figure 10 NVRAM card data cable tie

Dell Technologies Confidential Information version: 6.1.6.79

Replace the failed component

Install the NVRAM card

Dell Technologies Confidential Information version: 6.1.6.79

Install the PCI riser card cage