Some Arrays cannot be registered to Auto Service Request due to the Array's serial number shown on the label does not match IBIS records.

Asset ID:	1-73-1020499.1
Update Date:	2010-09-21
Keywords:

Solution Type FAB (standard) Sure

Solution 1020499.1 : Some Arrays cannot be registered to Auto Service Request due to the Array's serial number shown on the label does not match IBIS records.

Impact

Attempts to connect impacted arrays to employ the Auto Service Request (ASR) feature will fail, stating that the array serial number is not licensed.

Contributing Factors

The following configurations are suspectable to this issue:

Sun StorageTek Common Array Manager 5.1.3 or later
Any array that was originally managed by SANtricity prior to the IBIS implementation has a higher probability due to contract data maintenance.
Any array that had their RAID chassis or midplane FRU replaced during a hardware fault.

Symptoms

The CAM user will receive an email that is similar to...

Serial SP84198029 currently has not completed registration. No Automatic Service Requests will be created for this unit.

This is because the serial number is not in the Sun Install base.

Registration on this unit can be completed at this time. An entitlement investigation will be opened for this issue and a Sun representative will contact you if needed to complete this request.

If you have any questions or comments about this email, please do not reply to the email. Send questions and comments to asr-support@sun.com

or...

Reference:SCOP1240251336558_17091758 Serial:542000000159 Device:FLX380 Serial 542000000159 currently has not completed registration. No Automatic Service Requests will be created for this unit.

This is because the serial number is not in the Sun Install base.

Registration on this unit can be completed at this time. An entitlement investigation will be opened for this issue and a Sun representative will contact you if needed to complete this request.

As opposed to...

Reference:SCOP1240251335661_17091757 Serial:542000000228 Device:FLX380
Serial 542000000228 has been successfully registered.

Root Cause

This issue is caused by the database reference for the array in IBIS, and its association to the customer contract and the serial number on the arrays. For most arrays, there is a sticker on the array RAID head or module(enclosure containing RAID controllers) that has a sticker with the array Serial Number.

For the affected products, the serial number "burnt" into the array may not match the sticker, and therefore not match the record in IBIS. This is also a problem if it is decided to replace the midplane FRU, which contains the array serial number. As a result, ASR will fail to attach the arrays appropriately.

Another cause is that IBIS can have duplicate contracts for a single unit, or duplicate units for a single contract. This will also cause a failure to register the array in ASR.

Corrective Action

Workaround:

No workaround is available - reference the below Resolution section.

Resolution:

For customers that experience this issue, follow the below steps to resolve:

1) Identify the Serial Number on the Sticker for the unit, as well as the
    the Serial Number reported by the array (below).

2) Make sure that the unit is appropriately associated with the customer
    using the following process;

       https://global.sfbay/twiki/bin/view/WestServices/DataManagement

3) Have the customer try to register the unit again after the DMG has
    confirmed the correct association

4) If it still fails, open a Service Desk via the below URL;

       http://servicedesk.central.sun.com

   Report a Problem -> Software Applications -> SAMS3 - Sun Alarm Management System

Identification of Affected Parts (how to):

The array module sticker serial number is found on the controller side of the module. It can be compared to the software serial number by looking at a support collection from the array, or standard User Interface fields.

sscs CLI:

Usage:

sscs list array <array name>

Look for the field:

Serial Number:                SUN.24643-01.SF74700358

The last field after the "." is the array serial number being passed to ASR for registration. In the example above this is "SF74700358". This must match the IBIS entry for the contract on this unit.

CAM browser interface:

1) Go into CAM
2) Expand Storage Systems
3) Expand your array name
4) Click Administration
5) Find the field "Serial Number"

Serial Number:                SUN.24643-01.SF74700358

The last field after the "." is the array serial number being passed to ASR for registration. In the example above this is "SF74700358". This must match the IBIS entry for the contract on this unit.

Using the service CLI to print out the array profile:

Locations:

Solaris:

/opt/SUNWsefms/bin/

Linux:

/opt/sun/cam/private/fms/bin/

Windows(32-bit):

C:\Program Files\Sun\Common Array Manager\Component\fms\bin

Windows(64-bit):

C:\Program Files (x86)\Sun\Common Array Manager\Component\fms\bin

Usage:

service -d <array name> -c print -t profile

Look for the RAID module details, similar to:

Controller Tray 99 Overall Component Information

Tray audible alarm: Disabled
Part number: PN 371-4373-01
Serial number: SN SP84198029 <-----Serial Number of Array being used for ASR registration
Vendor: VN SUN Date of manufacture: October 1, 2008

Note: A standard support data will contain a file called storageArrayProfile.txt containing the above output which can be used as well.

References:

Escalation ID: 80759146

For information about FAB documents, its release processes, implementation strategies and billing information, go to the following URL:

http://tns.central/fab

For Sun Authorized Service Providers go to:

http://tns.central/SPE/fab/

In addition to the above you may email:

FAB-Manager@sun.com

Internal Contributor/submitter
Curtis.Decotis@Sun.COM, Michael.Ventimiglia@Sun.COM, Brad.Silkensen@Sun.COM

Internal Eng Responsible Engineer
Mark.Vetter@Sun.COM Responsible Manager: Mark.Vetter@Sun.COM

Internal Services Knowledge Engineer
Joe.Davis@Sun.COM

Internal Eng Business Unit Group
NWS (Network Storage)

Internal Sun Alert & FAB Admin Info
19-May-2009: Completed draft and sent to Extended Review.
20-May-2009: Several modification made by RE and Contributor.
26-May-2009: No further updates - sending to Publish.
19-Nov-2009: Corrected Product Name to swoRDFish inconsistency.

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