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Asset ID: 1-75-1004275.1
Update Date:2011-05-31
Keywords:

Solution Type  Troubleshooting Sure

Solution  1004275.1 :   Analyzing "System not contactable" issues on Sun Fire [TM] V20z/V40z servers  


Related Items
  • Sun Fire V20z Compute Grid Rack System
  •  
  • Sun Fire V20z Server
  •  
  • Sun Fire V40z Server
  •  
Related Categories
  • GCS>Sun Microsystems>Servers>x64 Servers
  •  

PreviouslyPublishedAs
205904


Applies to:

Sun Fire V20z Server
Sun Fire V40z Server
Sun Fire V20z Compute Grid Rack System
All Platforms

Purpose

Symptoms:

- system/server just hangs
- system/server freezes
- system/server won't respond
- no console response
- console dead

Purpose/scope:

This document addresses problems with trying to connect to the Sun Fire V20z/V40z via the Service Processor (SP) or by telnet/ssh/rsh into the system via the network.

Please validate that each troubleshooting step below is true for your environment. The steps will provide instructions or a link to a document, for validating the step and taking corrective action as necessary. The steps are ordered in the most appropriate sequence to isolate the issue and identify the proper resolution. Please do not skip a step.

To discuss this information further with Oracle experts and industry peers, we encourage you to review, join or start a discussion in the My Oracle Support Community - Sun x86 Systems

Available Documentation

The latest documentation on the Sun Fire V20z and V40z servers can be found at:

Sun Fire V20z and Sun Fire V40z Servers Documentation.

This troubleshooting guide makes reference to several of the documents at this location.

Last Review Date

May 25, 2011

Instructions for the Reader

A Troubleshooting Guide is provided to assist in debugging a specific issue. When possible, diagnostic tools are included in the document to assist in troubleshooting.

Troubleshooting Details

Steps to Follow

Step 1. Verify system power

Power can be verified either visually (if you have access to the platform) or remotely using the ILOM commands.

Refer to DocID: 1008399.1 “How to verify power on a Sun Fire v20z/40z System”

The above technical instruction makes reference to the v20z/v40z Troubleshooting guide, which will assist in troubleshooting in the event that the server powered down unexpectedly. For example, in the event of a Thermal Trip Event, advice is given on correcting airflow blockages.

If you still have a problem, raise a service request as outlined in Step 6

Step 2. Verify SP connectivity

Be clear about how you are trying to contact your server.

If you are trying to connect via the service processor, refer to the Sun Fire V20z and Sun Fire V40z Servers--Server Management Guide, Part No: 817-5249

Available at: Sun Fire V20z and Sun Fire V40z Servers Documentation.

If you are trying to contact the server via the platform network, go to step 4

NOTE: If after checking your SP connectivity you still have a problem, contact Sun Support. as outlined in step 4 below

Step 3. Check for any errors on the system

  • Check for platform events

Identify any reported system faults on the Service Processor with command:

sp get events -v

or one of the other methods described in the Troubleshooting: System Events section of the Sun Fire? V20z and Sun Fire V40z Servers Troubleshooting Techniques and Diagnostics Guide, Part No 817-7184

Available at:  Sun Fire V20z and Sun Fire V40z Servers Documentation.

  • Visually check of system LEDs

System LEDs and the LCD panel can indicate certain fault conditions.

Refer to “Lights, LCD, LED” section of the Sun Fire V20z and Sun Fire V40z Servers Troubleshooting Techniques and Diagnostics Guide, Part No 817-7184

Any abnormal conditions, raise a a service request as outlined in Step 6.

Step 4. Verify network connectivity

The commands to follow to check your network are outlined in the following document:

DocID: 1005533.1 "How to verify network connectivity on an x64 platform"

Step 5. Check your platform has not hung

If all the above check out, your platform may be hung (although if you can run the commands in Step 4, you can't be hung...)

Here are some documents which will be helpful if you are still unsure about whether you have hung:

  • DocID: 1008401.1 "Handling System hangs on an x64 Solaris System"

  • DocID: 1007053.1 "Analyzing System hangs on x64 Linux systems"

  • DocID: 1017776.1 "What to do on System hangs on an x64 Windows Systems"

Step 6. Raise a Service request

At this point, if you have validated that each troubleshooting step above is true for your environment, and the issue still exists, further troubleshooting is required. For additional support contact Sun Support.

NOTE: Since you can't contact your server, the amount of data you can gather is limited. For example, if you are running solaris, you will not be able to complete an explorer data capture. However, in the event you can get the data (maybe you have problems contacting on one ethernet port only), the link below will show you how.

The following link references support documents assists in the gathering of information from your platform:

  • DocID: 1018748.1 "How to Run Sun[TM] Explorer and Forward the Data to a Sun Engineer".

A full description of the Sun Explorer package and release notes are available at the:

Sun Explorer Product Information Center (Doc ID 1312847.1)

  • DocID: 1010057.1 "How to gather information on SuSE Linux Enterprise"

  • DocID: 1010058.1 "How to gather information on Red Hat Enterprise Linux"

At this point, if you have validated that each troubleshooting step above is true for your environment, and the issue still exists, further troubleshooting is required. For additional support contact Oracle Support.



Internal Comments
At this point, if the customer has validated that each troubleshooting step above is true for their
environment, and the issue still exists, escalate to your Sun escalation path.
This document contains normalized content and is managed by the the Domain Lead(s) of the respective @ domains. To notify content owners of a knowledge gap contained in this document, and/or prior to
updating this document, please contact the domain engineers that are managing this document via the
"Document Feedback" alias(es) listed below:
Normalization team alias: tsc-emea-x64@sun.com

Domain Lead: anthony.mcnamara@sun.com
x64, normalized, v20z, v40z, SP, network
Previously Published As
91528

Product_uuid
1acc55b3-4b82-11d8-99fc-080020a9ed93|Sun Fire V20z Server
e8f8b6a9-7393-11d8-9e3a-080020a9ed93|Sun Fire V20z Compute Grid Rack System
4726b78d-56d2-11d8-9e3a-080020a9ed93|Sun Fire V40z Server

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