PowerProtect DM5500 - Disk 1.12, 1.13 and 1.14 reported as Absent

Summary: PowerProtect DM5500 UI shows 3 Disk as 'Absent'.

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.
Check out other resources

Symptoms

  • In UI Select 'Infrastructure' -->Storage -->Disks shows 3 drives as 'Absent'. Drive 1.12, 1.13 and 1.14.

313-b-Alf-Absent-Drives
  • Logged onto the DM5500 mini-shell and ran 'system showfru' command however this failed to run.
  • The iDRAC Web page showed All Drives Online with No Reported issues.
  • Logged into the Appliance Shell and checked the 'fruservice.log' file at : /data05/logs/infra/fruservice/logs:
Found : 
2023-05-12T00:00:00.955Z ERROR [] [FRU-Service-akka.actor.default-dispatcher-5575] [][][][][] com.emc.dpainfra.serviceability.utils.FruResourceBuilder - Failed to retrieve hardware inventory CPU org.springframework.web.client.ResourceAccessException: I/O error on POST request for "https://192.168.100.101:8086/api/PT/v1/host/inventory": Invalid ECDH ServerKeyExchange signature; nested exception is javax.net.ssl.SSLHandshakeException: Invalid ECDH ServerKeyExchange signature
  • Searching all the 'fruservice.log' files and found that the Error first occurred on May 8th :
!!!! ppoe YOUR DATA IS IN DANGER !!!! # zgrep "is not accessible" fruservice.2023-05-08.0.log.gz
2023-05-08T23:47:17.550Z ERROR [] [FRU-Service-akka.actor.default-dispatcher-5251] [][][][][] com.emc.dpainfra.serviceability.utils.FruResourceBuilder - PTAgent is not accessible
 
 

Cause

The root cause: Invalid ECDH ServerKeyExchange signature of PTAgent. This is an intermittent PTAgent issue.

Resolution

Please contact Dell EMC Support for further assistance since 'system bash enter appliance' is required.

Affected Products

PowerProtect Data Manager Appliance, PowerProtect Data Manager Software, PowerProtect DM5500
Article Properties
Article Number: 000214378
Article Type: Solution
Last Modified: 22 Sept 2023
Version:  2
Find answers to your questions from other Dell users
Support Services
Check if your device is covered by Support Services.