The service processor is the route into your symmetrix. Normally commands are run run locally from the symm by the customer engineer. Here he'll be able to run inline commands to manipulate the array. The SP is a laptop that's hooked up to a modem so that the guys in the PSE lab at EMC can remotely connect to the array.

Usually this error means that the lab can't dial in and are not able to remotely support the symmetrix. To clear the problem its usually a simple reboot of the SP ( running Windows) usually actioned by the customer engineer or sometimes the customer.

I'd personally raise a service request to have this looked at.

Newemcguy,

Welcome to the forum and to the EMC family.

First to echo what was already suggested, open a Service Request and have it checked out. Since this is old data and no other messages have occurred, it is a one time transient event. But when you open the case, please let the Call Center person that you talk to know the date and time of the event. Or if you open the Service Request via the Web, add that data as well.

If you are getting that message, you must be running an EMC Software Host Component and that is where you saw this, correct? One of the internal jobs of the Service Processor that is in the Symmetrix is self checks. One of these is a communication check of the Service Processor PC itself. Also at the time that the message is logged at the Host, there will be a dial home event that was investigated. If so, and you have not heard from your local CE on this, it was a transient or recovered event.

Hope that this helps out.

Yes, this is something that we see every couple of months, but it has usually already resolved itself (either automatically or with help from the CE) by the time I find the error.

I haven't had to take manual action on it except for once when our CE was on vacation. Before I even saw the error in ECC EMC had called and asked me to reboot the SP.

Hi Allen,
If you're new to EMC equipment, ECC - or ControlCenter - is a pretty good view to help you get up to speed.
That alert is helpful for sure. When received, you ought to contact your CE immediately in the event a disk fails, if the service processor laptop is down - no dial home would be able to happen.
On a related not - one of the most helpful ECC alerts ever is "The Service Processor could not complete a call for service" alert. That is indicating the Service Processor is attempting a dial home and failing. If you have a disk fail in this condition, it's possible to have data loss depending on your RAID configuration.

Regards,
Julianne

Hi,

I also have the same problem where PSE cann't dial in to the box (DMX-3) and I have tried to reboot pc and modem several time as PSE sugessted but the problem is still same ( PSE was still not able to dial in to the box ).

Could you help me how to solve this problem? or is there any other alternative to get supporting from PSE?

Thx,
Anam

Hi Anam,

Your Profil shows that you're a Partner CE.You should be able to download the EMCRemote User Guide
Please see the EMCRemote User Guide and check that all is set up correctly.

You should also perform some basic checks.
Is the Symmetrix able to dial home ?
What happens when you call the Modem Number by Phone ? does the Modem picks up ?
Is EMCRemote up and running on the SP?
How many LEDs are lit up on the Modem ? (should be 2)

bye
Marco