How to Troubleshoot a HITRACK Daily Phone Home Failure:ATR:404:4

Asset ID:	1-71-1305771.1
Update Date:	2017-03-22
Keywords:

Solution Type Technical Instruction Sure

Solution 1305771.1 : How to Troubleshoot a HITRACK Daily Phone Home Failure:ATR:404:4

Applies to:

Sun Storage 9910 System - Version Not Applicable and later
Sun Storage 9960 System - Version Not Applicable and later
Sun Storage 9970 System - Version Not Applicable and later
Sun Storage 9985V System - Version Not Applicable to Not Applicable [Release N/A]
Sun Storage 9990V System - Version Not Applicable to Not Applicable [Release N/A]
Information in this document applies to any platform.

Goal

HITRACK Daily Phone Home Failure

Solution

DISPATCH INSTRUCTIONS

WHAT SKILLS DOES THE ENGINEER NEED:(IS A SITE ENGINEER AVAILABLE?)
SE9910/9960/9970 ST9980/9985/9990 DELIVERY REQUIREMENT: As soon as can be scheduled with customer inside business hours.

TASK COMPLEXITY: 3

TIME ESTIMATE: 150 minutes

FIELD ENGINEER INSTRUCTIONS

PROBLEM OVERVIEW: Phone Home Failure

WHAT STATE SHOULD THE SYSTEM BE IN TO BE READY TO PERFORM THE RESOLUTION ACTIVITY? : N/A - No special prior actions required

WHAT ACTION DOES THE ENGINEER NEED TO TAKE:
HITRACK Daily Phone Home failure
You have not phoned home since (Insert Date)

Confirm fault by checking https://asr-portal.us.oracle.com/asr/faces/EventDashboard.jspx?_adf.ctrl-state=ny8c6u0y5_3

-----------------------------------
This system has failed to send a phonehome via Hi-Track within the last 50 hours.

Possible reasons for this:-

Phone line has been disconnected.
Phone line is not working.
SVP has hung.
Modem has hung.
Hitrack configuration has been incorrectly set.
Please check the status of the SVP.

If required you can enable daily reboots of the SVP to assist in fixing
hung SVP issues. See How to implement regular StorEdge9900[TM] Service Processor reboots. (Doc ID 1006665.1) for details.

Please review the file c:/HDS/Hi-Track.log on the SVP
this may indicate the reason for failure.

Important note
If the SVP (laptop) is hung and any further faults have occurred on
the SE9900 subsystem, there may have not been a SIM generated as
communication between the subsystem and SVP was not possible.
After correcting the no phone home problem, please check
the status of the subsystem by reviewing the Maintenance window to ensure
no items are flashing. (See 'Replace' manual page REP02-20)

Also note, if a SIM has been generated during the period the system has
been unable to phone home, and a period of 50 hours has passed, this SIM
will not be forwarded to Sun from HDS. Please action any pending SIMs on
the system.

Also note, if the SVP is unable to communicate via Hi-Track but the SVP
is still active, any Hi-Track SIMs older than 3 days will not be forwarded
to Sun once communication has been re-established.

Consider following as potential root cause:
1) Phone line has been disconnected or is not working.
2) SVP/modem has hung.
3) Hitrack version down rev or config has been incorrectly set.
4) PC collector problem.

Follow guidelines below for each potential problem listed above. If there have been multiple Phone Home failures in days past, rebooting SVP will not likely solve problem. FE should resolve any underlying problems, make sure SW is up to date and verify customer telco equipment. Until SVP Phone Home functionality is restored alerts for this array will not be transmitted & TSC engineers may not be able to connect to array for troubleshooting.

1) Phone Line has been disconnected or is not working.
a) Dial phone number assigned to array (if phone transfer used). Number may be on SVP, phone line itself, and customer should have also. Number should also be in Hi-Track configuration. SVP modem should answer calls made to it.
b) Attempt dial out using land line phone from land line jack that is connected to SVP.
c) Determine if land line is dedicated use for this SVP.

2) SVP or modem has hung.
a) Check status of SVP & make sure it is not hung. Verify the SVP can access array by opening maintenance window.
b) Review file c:/HDS/Hi-Track.log on SVP this may indicate reason for failure.
c) Resolution for SVP's that hang regularly is to configure periodic or nightly reboots. Please see Doc ID 1006665.1

3) PC collector problem.
a) Check PC Collector phone number to make sure it is able to receive calls from SVP's. Some country PC collectors are busier than others, consider alternative transports methods per item c) below.
b) Check phone line attached to SVP by connecting land line phone to it & trying to dial PC Collector number.
c) Preferred transport methods are HTTPS & FTP. Discuss options w/ customer & determine which is most reliable & secure. Check HiTrack logs for root cause. For EMEA use: UK +44 (0) 1753 618591 (use 01753 618591 locally, 44 1753 618591 internationally) Germany +49 6103-804-1750

An SR will be generated every 10 days for this system until the problem is fixed.

OBTAIN CUSTOMER ACCEPTANCE

WHAT ACTION DOES THE CUSTOMER NEED TO TAKE TO RETURN THE SYSTEM TO AN OPERATIONAL STATE: N/A

PARTS NOTE: N/A

REFERENCE INFORMATION:

ADDITIONAL COMMENTS: This is a Machine Initiated Action Plan

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