Dell Unity: Storage Processors show as rebooting in user interface but not in CLI and no faulted LEDs (User Correctable)
Summary: This Article explains why the Unisphere user interface might be displaying the SPs degraded and rebooting when they are in Normal mode.
This article applies to
This article does not apply to
This article is not tied to any specific product.
Not all product versions are identified in this article.
Symptoms
The Small Factor Pluggable (SFP) appears as missing one time in logs, and later it shows as good.
SFPs are known to being undetected if they have a little dust or are not fully inserted in the port.
It is a common factor for performance degradation, as it causes constant disconnects, and can even be accountable as a slow drain device.
In Unisphere user interface, the Storage Processors show as rebooting and in Degraded State at 'SYSTEM' > 'Service' > 'Service Tasks'.
However in an SSH Terminal using CLI, both SPs are in Normal mode.
This has been seen in Unity OE version 4.5.1.0.5.001 so far.
Example:
service@CKMxxxxxxxx spa:~/user# svc_diag ======== Now executing basic state ======== * System Serial Number is: CKMxxxxxxx * System Model Number is: Unity 500 * System Friendly Host Name is: CKMxxxxxxxx * Current Software version: c4dev_PIE_3786R-4.5.1.0.5.001.1552025209-GNOSIS_RETAIL * Unisphere IP address(es): xx.xxx.xxx.xx xxxx::xxx:xxxx:xxxx:xxxx * SSH Enabled: true * FIPS mode: Disabled * Boot Mode: Normal Mode * Post Faults: 0x0000 * Backend Faults: 0x0000 * Boot Faults: 0x0000 * Rescue Reason: 0x0000 * Rescue reason for code 0x0000 - No faults detected. * SP Service Hint Code: <None>
Cause
This particular situation happened when installing new I/O Modules.
The commit was not completed due to a nonoptimal SFP, hence health-related operations were temporarily disabled (similar to what happens during upgrades).
As the health poll was disabled, the system could not identify the correct status of the Storage Processors, and reported a previous known status, of "rebooting."
To confirm this is the same issue, verify the following logs: /var/tmp/ptm/ptm.log/EMC/C4Core/log/c4_safe_ktrace.log
This can be seen live by running the commands on an SSH Terminal or in Triaged Service Data Collection logs:
Command/log #1:
Expected output:
cat /var/tmp/ptm/ptm.log
Expected output:
=====================================Tasks===================================== 10:56 [ 16/22 ] Core reboot sp if required (local) 10 minutes Start at: Thu May 23 10:56:19 2019 Complete at: Thu May 23 10:56:19 2019 =============================================================================== 10:56 [ 17/22 ] Core start c4 (local) 5 minutes Start at: Thu May 23 10:56:19 2019 Task Manager was terminated unexpectedly with signal <TERM> .... <there might be a few extra lines here > .... Previous failure detected. Not auto-restarting.
Command/log #2:
And look for SFP or Mezzanine related events.
We can see that something went wrong when installing the new I/O Modules:
less /EMC/C4Core/log/c4_safe_ktrace.log
And look for SFP or Mezzanine related events.
We can see that something went wrong when installing the new I/O Modules:
c4_safe_ktrace INFO OBJ 3 RP:MEZZ(SP: 0, Slot: 0): fbe_base_env_send_resume_prom_read_async_cmd entry. c4_safe_ktrace INFO OBJ 3 RP:MEZZ(SP: 0, Slot: 0): Read async completed, workItem 0x7f2486432760, resumeStatus DEVICE_NOT_VALID_FOR_PLATFO c4_safe_ktrace INFO OBJ 3 100C0 : ModMgmt: CLEAR enclFaultLedReason Mezzanine RP Fault. <<<====== Fault detected in Root Port (RP) .......... c4_safe_ktrace INFO OBJ 3 100C0 : fbe_module_mgmt_check_module_state, SPB Mezzanine 0, state:ENABLED, substate:GOOD c4_safe_ktrace INFO OBJ 3 100C0 : fbe_module_mgmt_check_port_state Setting SPB Mezzanine 0, Port 0, state ENABLED, substate GOOD c4_safe_ktrace INFO OBJ 3 100C0 : fbe_module_mgmt_check_port_state Setting SPB Mezzanine 0, Port 1, state MISSING, substate MISS_SFP <<<=== SFP not detected c4_safe_ktrace INFO OBJ 3 100C0 : fbe_module_mgmt_check_port_state Setting SPB Mezzanine 0, Port 2, state ENABLED, substate GOOD c4_safe_ktrace INFO OBJ 3 100C0 : fbe_module_mgmt_check_port_state Setting SPB Mezzanine 0, Port 3, state ENABLED, substate GOOD c4_safe_ktrace INFO OBJ 3 100C0 : fbe_module_mgmt_check_port_state Setting SPB Mezzanine 0, Port 4, state ENABLED, substate GOOD c4_safe_ktrace INFO OBJ 3 100C0 : fbe_module_mgmt_check_port_state Setting SPB Mezzanine 0, Port 5, state ENABLED, substate GOOD
Resolution
To resolve this issue, recommit the I/O Modules, as they failed initially, using the commands listed below.
Note: These commands do not require root, but do require a healthy Array, so before running, confirm that your array is fully operational, as such:
Command #1:
uemcli -no /sys/general healthcheck -output csv -detail
Example outputs:
#1 (NOT Optimal) - do not proceed before resolving errors displayed).
"Error code" "Warning: One or more asynchronous replication sessions, or one or more NAS Server or file system synchronous replication sessions, exist. This could cause problems during upgrade. Pause the replication sessions on the production array prior to starting the upgrade and resume them after completing the upgrade. [Warning Code: platform::check_replication_health_4]" "Warning: One or more NAS servers may not be in a healthy state. You can continue with the upgrade, but it is recommended that you record the error code and contact your service provider. [Warning Code: dm::check_nas_servers_health_3]" Operation completed successfully.
Note: It does mention "Upgrade" because this is the command that is used before performing Non-Disruptive Upgrades (NDU). However, the reason that these messages display is because the Array (both SPs) have to be rebooted.
Command #2 may also require a reboot, this is why it is important to this health check passes without any [Error Code:].
[Warnings] can be ignored, but Command #2 prompt's the message
"Do you still want to continue," and you may enter "yes." However Dell Support's recommendation is to resolve all warnings and errors in the Health Check before proceeding.
To reboot a Storage Processor, please follow the steps outlined in KB Dell Unity: How to Reboot a Storage Processor (User Correctable)
#2 (Optimal) - you may go to Command #2
"Error code" Operation completed successfully.
Command #2:
svc_change_hw_config -e
Expected Output:
service@CKMxxxxxxxx spa:~/user# svc_change_hw_config -e Checking if both SPs are in Normal mode...OK INFO: Beginning eSLIC or CNA Hardware Upgrade... WARNING: This operation will cause several reboots to occur on the Storage Processors. WARNING: Do NOT proceed further if the user is unaware of this downtime! ==============================System Information=============================== Task Manager Command: /opt/ptm/task_mgr.pl Starts at: Sat Oct 5 10:03:47 2019 Dual SP: Yes SP: b Platform: OBERON Original Primary: Yes Model: Unity xxx Serial Number: xxxxxxxxxxxxx Total number of attempts: 0 =============================================================================== ==========================Time Estimate for All Tasks========================== Task name [ 22 tasks in total ] Estimated Status Time(Minutes) 1 Slic wait for system ready slic (local) 3 2 Core run pre upgrade health checks (local) 2 3 ESLIC check eslic configuration (local) 1 4 Core enable auto start (local) 0 5 Core clear boot counters (local) 0 6 Core clear boot counters (remote) 0 7 Core force vdms off sp (remote) 2 8 ESLIC set esp boolean (remote) 1 9 Core disable quickboot (remote) 1 10 Core reboot peer sp if required (local) 10 11 Core start c4 (remote) 5 12 Core wait for system ready on peer 3 13 Core force vdms off sp (local) 2 14 ESLIC set esp boolean (local) 1 15 Core disable quickboot (local) 1 16 Core reboot sp if required (local) 10 17 Core start c4 (local) 5 18 Core wait for system ready (local) 3 19 ESLIC final configuration check (local) 1 20 Core clean up (local) 0 21 Core clean up peer (local) 0 22 Core disable auto start (local) 0 =============================================================================== =========================Estimated Time for Services ========================== Current Time: 10:03 Estimated Time when eSLIC will be complete: 10:52 =============================================================================== Do you wish to continue [ yes or no ]? >
Once you have typed in "yes" and press the "Return" key, you should see the below output:
=====================================Tasks===================================== 20:41 [ 17/22 ] Core start c4 (local) 5 minutes =============================================================================== 20:41 [ 18/22 ] Core wait for system ready (local) 3 minutes =============================================================================== 20:41 [ 19/22 ] ESLIC final configuration check (local) 30 seconds =============================================================================== 20:41 [ 20/22 ] Core clean up (local) 5 seconds =============================================================================== 20:41 [ 21/22 ] Core clean up peer (local) 5 seconds =============================================================================== 20:41 [ 22/22 ] Core disable auto start (local) 5 seconds =============================================================================== ===================================SUMMARY===================================== Status: Success Actual Time Spent: 16452 minutes Total Number of attempts: 1 Log File: /var/tmp/ptm/ptm.log =====================================END=======================================
These are also logged in
/EMC/backend/log_shared/EMCSystemLogFile.log:
Platform_Basic 30018 [NOTICE] Audit: Service user executed the following service script command: svc_change_hw_config -e IOModule 30010 [INFO] User: Starting the hardware configuration commit operation Platform_Basic 30018 [NOTICE] Audit: Service user executed the following service script command: svc_dc -pbc udoctor IOModule 30014 [INFO] User: Completed task <17> of <22> (Restarting services) IOModule 30014 [INFO] User: Completed task <18> of <22> (Waiting for system ready state) IOModule 30014 [INFO] User: Completed task <19> of <22> (Checking if upgrade complete) IOModule 30014 [INFO] User: Completed task <20> of <22> (Cleaning up) IOModule 30014 [INFO] User: Completed task <21> of <22> (Cleaning up) IOModule 30014 [INFO] User: Completed task <22> of <22> (Disabling automatic restart) IOModule 30011 [NOTICE] User: The hardware configuration has been successfully committed Health 6044f [INFO] User: Storage Processor SP A is operating normally Health 6044f [INFO] User: Storage Processor SP B is operating normally
After the output above has been displayed, refresh the Unisphere user interface, and see if the status has changed back to normal (expected).
If not, contact Dell Technical Support and reference this Article.
Note: More information about this command is in document Dell EMC Unity™ Family Service Commands Technical Notes, at https://www.dell.com/support/home/en-us
Additional Information
NOTE: There is also a possible bad Coin Cell Battery causing a false positive SP rebooting issue in the UI.
See KB 000069296 Dell Unity: Coin Cell Battery on the Storage Processor (Dell Correctable)
Affected Products
Dell Unity 300, Dell EMC Unity FamilyProducts
Dell EMC Unity 300F, Dell EMC Unity 350F, Dell EMC Unity 400, Dell EMC Unity 400F, Dell EMC Unity 450F, Dell EMC Unity 500, Dell EMC Unity 500F, Dell EMC Unity 550F, Dell EMC Unity 600, Dell EMC Unity 600F, Dell EMC Unity 650F
, Dell EMC Unity Family |Dell EMC Unity All Flash, Dell EMC Unity Family, Dell EMC Unity Hybrid
...
Article Properties
Article Number: 000056107
Article Type: Solution
Last Modified: 04 Dec 2025
Version: 6
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