PowerStore Alerts: Node [A|B] entered Service Mode.

Summary: Node [A|B] entered Service Mode

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Symptoms

Alert ID BOOT_ENTER_SERVICE_MODE
Alert Text Node [A|B] entered Service Mode.
Error Code (0x00400107)
Description PowerStore Service Mode describes a state when the PowerStore VM (TVM) or PowerStore node is running no more than one container, the Service Container. The node cannot serve data or run the management software in this state. Service and diagnostic operations are supported in a "best effort" fashion. This mode allows for manual intervention, when the system is unable to repair itself.
Service Mode applies to a node, not the whole appliance.

Notes:
  • The alert is visible if the peer node is able to run the management software. If both nodes are in Service Mode, there is no management software running, so the alert is not reported. It is recorded, so service engineers can see what happened after the fact.
  • If there is no management software running, there is also no appliance IP address instantiated. The node IP addresses should be available, though in some circumstances a serial connection may be necessary.
  • It is very rare for both nodes to end up in service mode due to faults. We make every effort to keep at least one node in normal mode. However, the service user can put both nodes in service mode, as needed for service procedures.
Resolution Cause
There can be several causes of a node entering service mode. The most common are boot loops, issues accessing the lockbox to unlock the drives, and the service user explicitly requesting service mode. If the service user requested service mode, there will not be an alert, only an event:
(0x00400106) Explicit request to enter Service Mode on Node [A|B].

Solution
In the event that the service mode is the result of user explicit request, upon user procedures in service mode completion return to Normal Mode.

If the service mode was not the result of explicit user request, the first step is to determine why the node entered service mode. 
a.  Is it the lockbox issue?
svc_rescue_state list will tell you the current status, including an optional reason string. If the reason is the lockbox issue, it is expressed here. Otherwise, the node most likely encountered a boot loop.
Servicemode Reason: KMS_LOCKBOX_FAULT
If the issue is the lockbox, follow the procedures to resolve it (not covered in this Knowledge Base Article).

b.  Otherwise, assume it was a boot loop.
i. Run a DC. svc_dc run --profiles essential,detailed
ii. Please contact technical support for further assistance. The cause of the boot loop must be resolved to be able to stay in Normal Mode.  
 

 

Cause

NA

Resolution

NA

Affected Products

PowerStore
Article Properties
Article Number: 000132218
Article Type: Solution
Last Modified: 19 Apr 2021
Version:  4
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