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hhajlovac
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Dell EqualLogic PS4210XS disk failure

Hello, 

We're dealing with this problem for more than a month but with no solution so far. I've created a TechDirect account but received a rejection with explanation that the service isn't supported in our region (Bosnia and Herzegovina) and without any additional information on how should we get any support and who would provide us with it. We've noticed that one of our SSD drives in EQL chassis is broken so we've informed our local Dell partner and distributor to provide us with a spare drive. There began the whole story. Although the device is covered with advanced distributor support and the distributor should keep spare parts on the stock, they've informed us that they don't have them and it's due to Dell's fault so they've ordered a new drive and we had to wait for 15 days before it was delivered. They still have no spare parts on their stock for our unit although we've paid for it! At that time I was on vacation so my colleague tried to install the drive into the chassis as the Dell Distributor claimed that the new drive is a EQL drive but it wasn't, it was an EQL unapproved drive so we returned it to the distributor and had to wait for additional 15 days before new spare drive has arrived to Sarajevo. Once it was delivered to us we've exchanged it but the error didn't disappear. What happens is following: - In the EQL GUI the slot is marked as an empty slot, although a new drive has been installed - When we're logged in with serial port to the active controller we can see that the EQL recognizes when the drive is inserted or removed (in the CLI) but if we try to select to it's slot, check the slot and drive information or clear it's label – it reports that the slot has no drive installed. - Both LEDs on the new drive are steady green

Maybe a restart of the chassis could solve this problem but I wouldn't do it without consulting tech support. The problem is that I can't reach anybody from Dell Tech Support and have no idea who is responsible for that, the guys from TechDirect aren't very helpful, they just refuse us the access to the portal. I would appreciate if somebody from Dell Tech support would reach us finally, guys it's an enterprise product, not an Inspiron notebook!

EqualLogic had an amazing support center with response time in hours, now we can't event contact them! If there's anybody from Dell Tech support there, any contact would be highly appreciated. We own three EQL chassis and all problems we had so far were fixed in hours, now after a month and a half there's nobody who is willing to pay attention to a customer with a huge problem...

 

 

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Moderator
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Re: Dell EqualLogic PS4210XS disk failure

Hello hhajlovac,

When you put the drive in, & then select the member, & then check the status page do you see reconstruction in progress?  The drive that you replaced does it have a Dell part# on it & say Equallogic on the drive?

Please let us know if you have any other questions.

DELL-Sam L
Dell | Social Outreach Services - Enterprise
Download the Dell Quick Resource Locator app today to access PowerEdge support content on your mobile device! (iOS, Android, Windows)

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hhajlovac
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Re: Dell EqualLogic PS4210XS disk failure

Hello Sam, 

Sorry for the late reply, I was on a business trip. 

No, when I insert the disk into the slot in the GUI itself nothing happens. 

The only thing that I noticed is that in CLI appears a status message when the disk is inserted or removed from the slot, that's all. 

Finally Dell support reached me by e-mail, they suppose that the new drive is dead on arrival so they've shipped a new one. Will wait for it's arrival and exchange it. Hope that this will fix the problem. 

Thank you for your reply, will keep you updated.

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dwilliam62
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Re: Dell EqualLogic PS4210XS disk failure

Hello,

 FYI: If you are logged into the console of that member you might get a little more info at the CLI.

 My thought is they may not have sent you a drive for an EQL array.  Only drives specifically made for the EQL arrays will work.  One for a server for example will not work.

 What firmware are you running on that array?

 Regards,

Don

 

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hhajlovac
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Re: Dell EqualLogic PS4210XS disk failure

That were my thoughts, too. I've noticed that if I'm logged in to the console, when I insert or remove the drive from the array I get a notification that a drive is inserted or removed. But in GUI nothing changes. 

The very first drive they've shipped wasn't a EQL drive, after that they've shipped two new drives, both EQL drives, and those drives didn't fix the issue as well. 

Firmware version (controller) 9.1.4

SSD drives A2C0

 

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dwilliam62
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Re: Dell EqualLogic PS4210XS disk failure

Hello,
 What RAID level are you running?  If you have another spare online, pull that drive and try it in the empty slot. Then try one of the replacement drives in the slot the spare was.  If that works failover to the other controller and that might resolve the issue.

 Regards,
Don

 

 

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hhajlovac
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Re: Dell EqualLogic PS4210XS disk failure

Hello, 

 

RAID level is accelerated RAID 6, the only available on this hybrid chassis. 

Finally I've got some contact to Dell support and they created an action plan that could solve this issue. 

The problem is that prior to proceeding with the action plan I have to backup all important VMs. 

The idea is to remove the non-appearing drive, reboot the chassis in order to force swap of the active controller and after the storage boot up on the second one to insert the drive again. 

Will give it a try during the week and update.

Thanks for your efforts and time. 

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