Unity service mode

Question

Hi all, What is cause to reach service mode?

AndreD Dell · Accepted Answer

The most common cause would be a tripped boot counter.

If an SP reboots for the same reason a certain number of times, it will go into Service Mode.

You can check the status over CLI with the service command:

svc_rescue_state -l

In this list you will see the "count" columns which tells you the current value for your system.

The "max" and "action" columns tell you what will happen (action) if the max is reached.

Example: 3 appinit type reboots will put the SP in service mode (or rescue mode).

The first thing to try in these cases is to clear the counters and reboot the SP:

svc_rescue_state -c

svc_shutdown -r

If the SP continues rebooting after this (rolling reboots) then it's time to open an SR.

Rainer_EMC · Answer

or the user manually putting an SP into service mode

dad4mad11 · Answer

Andre, This will be a 'dumb' question.... but I tasked to do this with little experience in this realm. Is it necessary to use a 2008 Server (or higher)? Cannot connect Windows 10 CMD line, is this correct. I have downloaded and am using the Unity Connection Utility 2.1.1.0.0688, and was able to connect using my WIN10 Laptop. a;; I want to do is reset the boot counter.

Rainer_EMC · Answer

you dont need connection utility for that

simply ssh into the SP to reset the boot counters
If its the SP that correnty doesnt own the mgmt then you ssh into the mgmt SP and do a ssh peer from there to login via the backplane

I would suggest though to open a service request and work with service to find out why the system booted into service mode

deepakrao3 · Answer

Thank you very much, this worked wonderfully. Hurray !!!

DELL-Sam L · Answer

Hello sogoodlife, Are you connected to the service port or the lan management port?  You should be connected to the bottom port with the wrench & the tool should connect to the SP.

sogoodlife · Answer

yes i connected bottom only , still no luck

DELL-Sam L · Answer

Hello sogoodlife, Here is a link to a kb that maybe of assistance. https://dell.to/39J3MIF

sogoodlife · Answer

hey buddy    its says error ' This article is permission based. Find another article '   pls help

DELL-Sam L · Answer

Hello sogoodlife,

Here is what the link states.

Dell EMC Unity: (Master) Storage Processor boots into service mode (Dell EMC Correctable)

Summary: Dell EMC Unity: (Master) Storage Processor boots into service mode (Dell EMC Correctable)

Audience Level: Customer

Article Content

Symptoms

Clear counters and degraded state

SP boots into service mode

Cause

Boot counter being incremented to the maximum value, a BMC fault, or because a degraded state indicator is stored in NVRAM or the SSD boot device.

Resolution

svc_rescue_state -c
svc_rescue_state -d

Additional Information

---

Partner Notes

Typically when an SP boots into service mode, it is because of a boot counter being incremented to the maximum value, a BMC fault, or because a degraded state indicator is stored in NVRAM or the SSD boot device. The following two commands can resolve these issues:

svc_rescue_state -c
svc_rescue_state -d

For more information about switches for svc_rescue_state, run svc_rescue_state -h

It is important to investigate the root cause before running either of these commands to understand what the exact rammifications of the issue are, including if the system might chain reload or return to service mode anyways. after the reboot for some reason. The following KB contains a document which lists possible reasons an SP might boot into service mode: https://dell.to/3urxwC2
These KBs outline some more specific reasons an SP might be booting into service mode:
486533 : Dell EMC Unity: Storage Processor (SP) boots into Service Mode due to APPINIT counter not being cleared at Manufacturing Facility (Dell EMC Correctable) https://dell.to/2Rc8MPP
489214 : Dell EMC Unity: SP in service mode due to frequent manual reboot(Dell EMC Correctable) https://dell.to/2PIAVgR
504637 : Dell EMC Unity: Rescue reason for code 0x1b01 - "ERROR" "1:1678040" There is a problem with the system software on this Storage Processor. (Dell EMC Correctable) https://dell.to/2RehPjd
499335 : Unity: SP enters rescue mode after failed NDU (Dell EMC Correctable) https://dell.to/3fMa661
487370 : After replacing the SP on a Unity system with D@RE encryption enabled, it may boot into Rescue Mode Code 0x1200 https://dell.to/2Q1c7R4
489057 : Dell EMC Unity: SPs may go into Service Mode due to log bloating (/nbsnas partition becomes 100% full). (Dell EMC Correctable) https://dell.to/2Rd2OhF
499580 : Unity: Storage Processor boots into service mode due to DIMM error (Dell EMC Correctable) https://dell.to/39JEXwb
489814 : Unity : How can I clear paused and degraded storage processor ? https://dell.to/3dB6UaY
482324 : System Calls Home with Critical 'Unexpected error put SP into rescue mode' error 14:6046c/0x80b0 https://dell.to/2PwgVyb
516016 : DELL EMC Unity: SP rebooted in service mode due to error code 0x1400 (Dell EMC Correctable) https://dell.to/3mpNtpB

Please bear in mind that this is not necessarily a comprehensive list and we cannot guaruntee that all KBs regarding an SP booting into service mode will always be added to the list. You are encouraged to edit the article if you find or create a relevant KB and add it to the list.

Mr. Burns von S · Answer

Thanks Andre for so deep information.

Unfortunately, the most wanted links appear as "This article is permission based. Find another article".

In my case, after working with Unity 300 for a time, and after being installed on final destination (don't be surprised if a couple of power cuts happened there), I always get "code 0x1b20 - There is a problem with the system software on thiss Storage Processor", with Boot Faults=0x1b00 and Rescue Reason=0x1b20.

I guess is similar to https://dell.to/2RehPjd, but I cannot read that reference.

How could I proceed after both SP's booting always in Service mode?

I've tried rebooting SP's, clearing counters but nothing worked for me and I do not know what exactly is the problem. Could you guide me or try to get active those threads?

Thanks in advance.

DELL-Sam L · Answer

Hello Mr. Burns von S,

The article that you have posted is for tech support & partners and that is why you are not able to view it. Secondly based on your errors support would need to look at the complete boot up of the controllers so that we can see what is going on.

Mr. Burns von S · Answer

Thanks for your help, @DELL-Sam L I'm now in technical support process.   Best regards.

Field Engineer · Answer

So unless you are a partner or in 'Tech Support', (gee I thought that is what I do for a living), Dell is not willing to provide any documentation.  Something to remember DELL = No documentation.

Field Engineer · Answer

Thats a big help.

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