VxRail and VxRack: Dial-home Event MYSTIC01001F/VXR01001F - Network Connectivity Lost

This mystic code is generated when the VxRail Manager (or VxRack) detects a failure to communicate on a VxRail Node, even if the indicated host's NIC may not be faulted. This alert shows up in the 'Events' view on the VxRail Manager's Web client and may cause the VxRail to dial home and generate a Service Request if Secure Remote Services is connected and enabled. Maintenance that involves switch configuration or hardware (like changing cables) and similar activities can trigger these alerts. They may also come up due to network outages, accidental impacts to network components, or failures of networking hardware or software. Customers may be able to identify and resolve network issues on their own or can engage VxRail Support when troubleshooting assistance or replacement of faulty hardware may be required.

Note: This information is written pertaining to VxRail events, with similar information for VxRack.

The following situations may cause this alert to trigger:

• Failure of network cables
• Network cables disconnected
• Failure of the physical network card
• Failure of other network components (switches, ports, SFPs, and so forth)
• Network connectivity that is lost on Distributed Virtual Ports 
• Network connectivity that is lost on the Virtual-Distributed Switch (VDS or DVS)

Known networking issues or maintenance should be handled based on the specific circumstances. If maintenance is concluded without any known issues that are resolved, a Support engagement may not be necessary, and any dial-home generated Service Request may be able to be closed "without incident." Customers may still elect to engage VxRail Support to verify the cluster and VxRail Manager are healthy following an outage, a maintenance activity done without suppressing cluster monitoring, or other known events as needed. For dial-home SRs opened automatically by the VxRail Manager through Secure Remote Services, customers should inform VxRail Support of any known maintenance or incidents and let Support know if assistance is needed or if SR can otherwise be closed.

Note: Engage VxRail Support, if needed, for assistance with the below steps. If possible, collect and upload logs and provide a timeline of any known events at the time of SR creation.
For information on collecting the host logs see: Collecting diagnostic information for VMware ESXi using vSphere Client
For information on collecting a TSR for the host see: VxRail: How to collect TSR logs on Dell's 14G PowerEdge Servers.

For unexpected/unknown issues, check on the status of the host networking by doing the following:

1. Log in to the vCenter web client (or host's vSphere client) and select the host indicated with the VxRail Manager alert. A host with a network fault may not be available in vCenter and might show 'Not Available' or 'Disconnected'. In this case, you may still be able to connect to the node through a vSphere client (open a web browser to the individual node) and should still have access to the host through the Baseboard Management Controller (BMC) for Quanta or the IDRAC for Dell nodes.
2. Under 'Monitor', check the Hardware Status of the host's NICs to see if a failure is indicated here. 
3. If it shows that network cards (NICs) have failed, then engage VxRail Support. For Quanta platforms, the node may need to be replaced. For Dell platforms, hardware troubleshooting (including replacement of any faulty components identified) is done. Logs must be collected and uploaded to the SR, including a VxRail Manager log bundle, hardware logs (Support Assist or TSR) for Dell, and VMware logs (vm-support from host if needed).

If the NICs are not shown to be failed in the Hardware Status, then the rest of the network environment should be investigated. Check the following for issues:

• The physical connection of the VMNIC specified in the alert including attached wires and adapters
• The configuration of the attached network switch (and any available logs or monitoring tools that report faults)

If you need any assistance on troubleshooting the issues above, contact Dell EMC Technical Support or your Authorized Service Representative, and quote this Knowledge Base Article ID.

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