Data Domain: Troubleshooting Power Supply Alerts

Symptoms

• PSU alert reported in PowerProtect DD System Manager (UI) or CLI, for example
  • ENVIRONMENT-00003: PSU Failure
  • ENVIRONMENT-00004: Power supply fan issue
  • ENVIRONMENT-00026: Power supply has failed
  • ENVIRONMENT-00065: AC|or|DC Failure

• System health status shows Degraded
• Autosupport logs indicate PSU issues
• PSU status appears as Unpowered, Absent, Failed, Faulty, or Unavailable
• PSU reports AC is pass, DC is fail
• PSU reports AC is fail, DC is fail

Cause

One or more of the following conditions may trigger PSU alerts:

Resolution

1: Verify PSU Status:

Using the CLI

1. 1. Connect to the Data Domain system using SSH, Telnet, or serial console.
   2. Run the following commands:

# alerts show current  
# enclosure show all

Using the Web UI

1. 1. Open a browser and enter the system’s hostname or IP address.
   2. Log in to PowerProtect DD System Manager.
   3. Go to:

• • • Health > Alerts > Current Alerts
    • Hardware > Chassis for detailed PSU status

Figure 1. Data Domain System Manager Health Alerts

• • • For additional confirmation, click Hardware > Chassis within the UI: 

Figure 2. Data Domain System Manager Hardware Chassis

Figure 3. Enclosures

2. Determine if the Alert Is a Real Failure or False Alert:

Before reseating or replacing hardware, validate whether the alert reflects a real failure.

2.1 Check PSU Status

Run: enclosure show powersupply

• • Review Module A and Module B
  • Note the Status field for each

2.2 Interpret Results

If one PSU shows:

• • Status = Failed or Absent
    • Likely a genuine hardware failure
    • Proceed with inspection and reseat.
      • Arrange replacement if the failure is confirmed.

 If more than one PSU shows:

• • Status = Failed or Absent (with system or storage DOWN)
    • Likely an environmental or maintenance event
    • Proceed to inspect and address the underlying cause and reapply power to the affected PSUs

If more than one PSU shows:

• • Status = Failed or Absent (with system or storage UP)
    • Likely a BMC/iDRAC communication hang event
    • Proceed to power down the head unit and perform a BMC Reset (Flea Drain) Procedure.

If both PSUs show:

• • Status = OK, but:
    • Alert persists
    • Amber LED remains lit
      → Likely a false alert or persistent indictment
      → Do not replace hardware

2.3 Clear Persistent Indictments (If Both PSUs Show OK)

1. 1. Check for active indictments:

      system indict list
      

   2. If an indictment relates to the PSU alert:

      system indict remove <id>
      

   3. Wait two minutes
   4. Verify:

      alerts show current
      

• • If the alert clears and the LED turns off:
    • The issue was a false alert
    • No replacement is required

2.4 Check the DDOS Version (Known False Alert Issue)

• • A known DDOS issue can cause false PSU failure alerts and incorrect “AC Lost” reporting
    Refer to KB article: Data Domain: "AC LOST" reported on DD6400 DD6900 DD9400 DD9900

  • Affected models include:

    • DD6400, DD6900, DD9400, DD9900

  • Recommended action:

    • Upgrade to one of the following or later versions:
      • 7.7.4.0
      • 7.9.0.005
      • 7.9.0.10
      • 7.11.0.0

• • On DD6300, if alerts persist but diagnostics show OK:
    • Apply indictment clearing steps
    • If unresolved, contact Dell ProSupport

3. Perform Basic PSU Troubleshooting

1. Ensure all power cables are securely connected.
2. Verify the power source (PDU, UPS) is:
   • Stable
   • Provides sufficient capacity
3. Check for recent maintenance activity that may have triggered alerts.

4. Contact Support if the Issue Persists

• If alerts continue after completing the steps:
  • Collect a Support Bundle and open a Service Request 
    • The following video shows: How to Gather a Support Bundle 

A Power Supply Unit (PSU) alert (for example, amber system LED or EVT-ENVIRONMENT-00026) may persist on a Data Domain system following a maintenance activity, or power switchover.
If PSUs are verified as healthy, this condition is typically caused by a stale alert triggered by a transient power interruption, not a hardware failure. See KB article Data Domain: Persistent PSU Alert or Amber LED After Power Event for more information.