Powervault MD3200i issue

Hi,

Do the logs show any other errors? Have you powered off and powered the whole md unit?

Where do I find the logs? I don't see where any logs are in Modular Disk Storage Manager. I've checked under Devices and Setup and Edit, View, Tools and Help. I've already powered it off, checked the network connections and powered it back on and removed the drives and added them back. 

Hello theel1997,

Do your HDD’s have a dell on them or no?  When you login to MDSM if you look on the general tab toward the bottom on the left-hand side you should see the option to gather support information.  When you select this, it will great a support bundle that we can use to review your MD3200i. 

The error that you posted in your screen shots looks to be an issue with java.  Have you updated java on the host recently? 

Please let us know if you have any other questions.

Hi,

Yes, the Hard Drive's have a Dell on them. They are Dell Enterprise Class 500 GB.  There is no General tab toward the bottom of MDSM.  All I see is Devices and Setup towards the top. I can go to Tools - Collect Support Data but there is no storage array to select to gather the logs. 

Hello theel1997,

Do you have the serial cable that came with your MD3200?  If you do, then can you do a serial capture from both controllers so that we can confirm that both controller are booting fully.  Here is how to capture the boot up:

Startup a terminal emulation program like putty, teraterm, minicom or hyperterminal using these terminal settings (115200-8-n-1).

Pull the controller from the system & wait about 3 minutes then insert it back into your MD3220i and you should see the controllers boot process.

Please let us know if you have any other questions.

I'll have to locate a serial cable. I can do this live while the MD3200 is powered on. I don't need to shut down the MD3200 and then boot it back up. So this will test if both controllers are booting properly. I just need to figure out the issue so I can buy the replacement part. 

Hello theel1997,

You will have to reboot each controller while connected with the serial cable in order to capture the boot of the controller.  Capturing the output of the controllers will tell us if the controllers are in a lockdown state, boot loop, or fully booting.   

Please let us know if you have any other questions.

Ok, I don't know what serial cable I need. What is the part number. I have a serial cable, but don't think it will work. I've looked up Part MN657. Is that correct?

Hello theel1997,

Part# MN657 is the correct part# for the serial cable.  You can also use CT109 as well as this is the service kit for the serial cable.

Please let us know if you have any other questions.

I finally got a chance to get the serial cable and plug into both controllers. I used putty and was able to unplug both controllers and plug in and received some information from the controllers in putty. I'm attaching a screen shot because there is a lot of information. Please let me know what the issue might be once you have gone over the screen shots.

 First screen when bootingLast screen when booting

Hello theel1997,

Looking at the screen shots that you provided your controller is in a lockdown state.  What is needed is to clear the lockdown so that the controller can boot correctly.  When we see this issue, support will need to access the controller using the shellUsr & run the lemClearLockdown command.  We can’t provide the password to the shellusr as that is only provide to support.

Please let us know if you have any other questions.

Hi,

so how do I get support access to the controller if it's no longer under warranty. What are the steps involved. It seems that once the access is provided to the shellUsr, they will be able to clear the lockdown state and the controllers will boot, which might fix my issue that I have? 

Hello theel1997,

Since your system is out of support if you want support to remove the lockdown then you will need to pay the out of support fee.  If you don’t want to pay the out of support fee, then you might be able to do an internet search for how to clear lockdown state on an MD3200i.  Just so you know when you do a clear of the lockdown if done incorrectly then you can harm your data.  Therefore it is best to have support clear the lockdown.

Please let us know if you have any other questions.