Sun ZFS Storage 7420
 
Oracle ZFS Storage ZS5-2
 
Sun Storage 7110 Unified Storage System
 
Oracle ZFS Storage ZS3-2
 
Oracle ZFS Storage ZS4-4
 
Sun Storage 7210 Unified Storage System
 
Oracle ZFS Storage ZS5-4
 
Sun Storage 7410 Unified Storage System
 
Sun Storage 7310 Unified Storage System
 
Sun ZFS Storage 7120
 
Oracle ZFS Storage ZS3-4
 
Sun ZFS Storage 7320
 
Oracle ZFS Storage Appliance Racked System ZS4-4
 
Oracle ZFS Storage ZS3-BA
 
Sun Storage 7720 Unified Storage System
 

PLA-Support>Sun Systems>DISK>ZFS Storage>SN-DK: 7xxx NAS
 
_Old GCS Categories>Sun Microsystems>Storage - Disk>Unified Storage
 

The Automated Service Request (ASR) feature of the ZFS Storage Appliance (formerly Sun S7000 Series NAS Appliance) is designed to automatically create an Oracle service request in response to a number of pre-defined Fault Management triggers (e.g. imminent or actual hardware component failure), helping to reduce the need for manual service request creation by the storage administrator.

In this Document

Goal

Solution

To configure ASR on the ZFS Storage Appliance, will require the following:

Error Codes

Maintain phone home systems in MOS

Deactivating and Reactivating ASR during maintenance windows

Setup for appliances configured without DNS

References

Applies to:

Goal

After reading this document, the storage user/administrator will be able to

• (i) understand the key benefits of the ASR feature,
• (ii) understand requirements for configuring ASR on the ZFS Storage Appliance,
• (iii) understand where to find instructions which explain how specifically to enable the feature on a ZFS Storage Appliance.

The Automated Service Request (ASR) feature of the ZFS Storage Appliance (formerly Sun S7000 Series NAS Appliance) is designed to automatically create an Oracle service request in response to a number of pre-defined Fault Management triggers (e.g. imminent or actual hardware component failure), helping to reduce the need for manual service request creation by the storage administrator.

Key customer benefits resulting from the use of ASR are faster problem reporting, fault diagnosis and resolution - resulting from automated fault detection and notification - and leading to improved system availability and reduced down-time.

Enabling the ASR feature on the ZFS Storage Appliance results in the following outcomes:

1. Fault reporting - the system reports active problems to Oracle for automated service response. Depending on the nature of the fault, a support case may be opened. If a service request is opened, then a limited SupportBundle will be automatically created by the appliance and transmitted to Oracle to assist with diagnosis of the open Service Request.

2. System heartbeat - daily heartbeat messages are sent to Oracle to indicate that the system is up and running. Oracle support may notify the technical contact for an account when one of the activated systems fails to send a heartbeat for too long.

3. System configuration (optional) - periodic messages are sent to Oracle describing current software and hardware versions and configuration, as well as storage configuration. No user data or metadata is transmitted in these messages.

Solution

To configure ASR on the ZFS Storage Appliance, will require the following:

1. A valid Oracle Single Sign-On account user name and password. To obtain an account, go to http://support.oracle.com and click Register.
         After signing in, please refer to Document 1385682.1 for more information.

2. A method of connecting to the Internet from your 7000 series array, this can be a direct connection or via a web proxy.

Once in possession of an Oracle SSO account, you will then need to complete the following steps (which are also explained in the wiki help pages available in the appliance BUI):

1. Login to the appliance Browser User Interface (BUI).
2. Navigate to the Configuration > Services > Phone Home tab within the Storage Manager GUI.
3. Complete any web proxy information which may be required for your site.
4. Once the 'pencil' icon in the Registration section is clicked, a Privacy Statement will be displayed. Click 'ok', then complete the section relating to Sun Online Account details and password, and click 'ok' again.
5. When the account has been verified, check the 'Enable Phone Home' (needed) and 'Sun Inventory' (if agreeable) and boxes.
6. Click on the 'Apply' radio button at the upper left just under the Properties title.
7. When the Service Enable / Disable popup is presented, respond with your selection (Enable).

Error Codes 

Check proxy configuration, might not be required for some customers, if you see errors like this:

Check Document  1357703.1  if you are seeing errors like this:

An unanticipated system error occurred:  web rpc failed (expected response code 200, got 409)

This may be due to transient failure, or a software defect.   If this problem persists, contact your service provider.

Confirm you have a valid heartbeat  Document 1346328.1        Check ASR status in MOS  Document 1329200.1

To Register your system use Document 1185493.1

Beginning on 15 August 2011, a My Oracle Support username and password will be required for registering the ASR Manager. The ASR Manager previously required a Sun Online Account username and password for registration using the "asr register" command.

See Document 1345484.1 for all the details.

Once the System is registered confirm your Oracle Login and Password are correct:

To reset password go to : https://myprofile.oracle.com/EndUser/faces/profile/resetPassword.jspx

Maintain phone home systems in MOS

Please make sure systems using ASR that are linked to MOS have the correct addresses registered to the serial number. Use this Document 1329200.1 to fix address associated with hardware.
1. Sign In to My Oracle Support (https://support.oracle.com)  
2. In the top navigation bar, select the "More tab". Then select  "Settings" from the drop down menu.
3. In the “Settings” pane on the left of the window, select “Assets” (located under the Administrative submenu). A complete list of all ASR Assets is displayed.

Click the asset's serial number  and update the Required fields for ASR assets.  For details, please refer to:  How To Manage and Approve Pending ASR Assets In My Oracle Support (1329200.1).

Deactivating and Reactivating ASR during maintenance windows

When an ASR monitored asset is undergoing maintenance it is recommended that the ASR services is deactivated so that extraneous alerts are not generated during the maintenance procedure that could lead to confusion and unnecessary ordering of replacement parts.

The procedure for deactivating ASR, and reactivating ASR after the maintenance window, must be carried out by the Administrator via the My Oracle Support portal.

This procedure is documented in Document 1508403.1 ASR Deactivation/Reactivation via My Oracle Support.

Info

ASR Service      asr-services.oracle.com   TCP Port 443  " For sending telemetry messages to ASR Backend

ASR Service      inv-cs.oracle.com           TCP Port 443  " For sending Product registration.

My Oracle Support (files less than 2GB) via your web browse or refer Doc 1588459.1 for detailed usage of transport.oracle.com

PLEASE NOTE: "Oracle Support is making changes to the way we receive customer data by establishing a new corporate data transport capability.
              As a result, supportfiles.sun.com is set to retire in April 2014.   To prepare for this change, we strongly encourage you to begin using one of the preferred methods for customer file uploads:

• • My Oracle Support (files less than 2GB) via your web browser
  • Diagnostic Assistant (Part of the STB bundle and RDA.)
  • Standard tools (Filezilla, cURL, winSCP) based upload to transport.oracle.com
  • Secure File Transfer (SFT) for proactive files

Please note that you should no longer use supportfiles.sun.com, supportuploads.sun.com, sftp.oracle.com  when uploading files to Oracle support.

• • View the “Uploading support data to Service Requests” video (Doc ID 1596914.1)
  • Visit Uploading Files to Oracle Support (Doc ID 1547088.2) for further information.

Setup for appliances configured without DNS

If the appliance is configured without DNS, difficulties may be experienced resolving the ASR upload IP addresses.

There is no supported method of manually adding IP addresses to the appliance /etc/hosts file.

In this situation, you may need to configure an HTTP proxy through which the phone home service can communicate with Oracle.

Firewall ports required for ASR:

inv-cs.oracle.com                192.18.110.10, TCP/443        For service tags and registration

asr-services.oracle.com     192.18.110.13, TCP/443        For ASR events

verisign.com                         69.58.181.89, TCP/443          Used to verify HTTPS certificates

NOTE: As of April 2018, the 'verisign.com' IP address has changed:    verisign.com        72.13.63.55, TCP/443

IMPORTANT NOTE:  On October 31, 2015 Oracle will change the IP addresses for the ASR service listed in the table below.

Please take the appropriate action with your network configuration and firewalls to prevent an interruption in your ASR service.


Service                           Old IP Address       New IP Address

inv-cs.oracle.com                192.18.110.10        129.157.65.14

inv-cs.sun.com                   192.18.110.18        129.157.65.15

cns-services.sun.com           192.18.110.17        129.157.65.17

asr-services.oracle.com        192.18.110.13         129.157.65.13


See MOS Document ID 2031895.1 - Changes to Oracle IP Addresses may affect ASR connection for ZFS Storage Appliance, Enterprise Manager Ops Center, Common Array Manager (CAM), Axiom, and FS1 products

Other useful documentation:

MOS Document ID 2032791.1 - How to install Auto Service Request (ASR) on Private Cloud Appliance (PCA) images 2.0.4, 2.0.5, 2.1.1, and 2.2.1

MOS Document ID 2064868.1 - ASR (Auto Service Request) Disk Storage SSL Network Traffic Testing and Diagnostics

Please note: The following document provides best practice recommendations for setting up various network related configurations on the Oracle ZFS Storage Appliance:

        Doc ID 1395461.1 - Sun Storage 7000 Unified Storage System: Best Practice Recommendations for Network Configuration

References

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