How to Replace an Acme Packet 3810/3820/4500 Chassis [VCAP]

Asset ID:	1-71-1600257.1
Update Date:	2017-06-16
Keywords:

Solution Type Technical Instruction Sure

Solution 1600257.1 : How to Replace an Acme Packet 3810/3820/4500 Chassis [VCAP]

Applies to:

Net-Net 3810 - Version S-Cx6.0.x and later
Acme Packet 3820 - Version S-Cx6.0.x and later
Acme Packet 4500 - Version S-Cx6.0.x and later
Acme Packet 4500
Acme Packet OS
Acme Packet 3820

Goal

How to replace a Acme Packet 3820 chassis, 3810 chassis or 4500 chassis.

Solution

DISPATCH INSTRUCTIONS

This task relates to service of an ACME PACKET product. Parts specified in this task should be delivered using a cost effective next day delivery method, and may require to be back ordered from a Tier 1 location. The Planned End Date should be set to a time on the second business day to enable this, unless specific instructions from the TSC engineer indicate otherwise.

Refer to https://stbeehive.oracle.com/content/dav/st/GDMI/Public/REFBF134.htm or specific instructions.

WHAT SKILLS DOES THE FIELD ENGINEER/ADMINISTRATOR NEED?:

Acme Packet NN38x0/NN4500 Training.

Note: #2 Philips is required

TIME ESTIMATE: 90 minutes

TASK COMPLEXITY: 4

FIELD ENGINEER/ADMINISTRATOR INSTRUCTIONS:

TEMPORARY INSTRUCTIONS due to bug 24450808 for problems with the MOD-0039-60 HDD

Due to a recent issue where Acme Packet systems equipped with a MOD-0039-60 HDD may fail to boot and have no Console output, when replacing a chassis it is important to be sure that the problem is not the HDD, or that there are no problems with the HDD.

The FS Task should have sent both a replacement chassis and a replacement HDD as a precaution. Before replacing the chassis, first the system should be checked by removing the HDD and attempting to boot the unit. This should have been done prior to the FS Task being opened, but it would be wise to check if this is not documented in the SR as having been done. Simply remove the HDD and with a known working serial console cable connected, power up the system. if the unit shows console output, the problem may be simply an HDD failure. Refer to KM Document 2172091.1 Diagnosing problems with an Acme Packet 4500 (3800/4600/6300) which has a hard drive when it fails to boot up.

If the problem continues to appear, this is an indication that the problem is still likely to be the chassis and you should proceed with the replacement as indicated below. If, when finished the system is still showing problems booting and has no console output, it may be necessary to replace the HDD as well. If this is not necessary, the HDD should be returned as unneeded.

PROBLEM OVERVIEW:

Acme Packet3820, 3810 or 4500 Chassis Replacement

WHAT STATE SHOULD THE SYSTEM BE IN TO BE READY TO PERFORM THE RESOLUTION ACTIVITY? :

A data backup is not a prerequisite, but is a wise precaution.

If the system is still up and functioning, customer should perform an orderly and graceful shutdown of applications, OS and logically removing the Acme Packet 3820 system from the network. Then power off the server and remove the AC power cords and all other cabling from the system.

Note: The replacement chassis does not contain a storage device (HDD) or security module (SSM). These items need to be removed from the failed unit and installed into the replacement chassis.

WHAT ACTION DOES THE FIELD ENGINEER/ADMINISTRATOR NEED TO TAKE?:

1. Prepare the server for service.

Power off the 3820/3810/4500 platform and disconnect all cabling
Remove the screws that secure platform to the rack
Gently slid the unit forward and out of the rack
Place chassis on anti-static pad/workbench
Remove Network Interface Unit (NIU) card and the two power supplies and place aside for insertion into replacement chassis
Remove the Left/Right mounting ears and slides which are located on the side of the unit

2. Opening chassis

Attach an anti-static wrist strap
The top cover is secured by 15 screws. Remove the screws and lift the top lid off the chassis.
Unscrew the four countersunk screws that are located on each side of the AP3820 platform and the seven countersunk screws located on the top of the chassis.
Lift chassis lid off chassis and set screws and lid aside.

3. Locating the SSM2 card and HDD device

The SSM2 card is located near the front of the unit and is attached to the motherboard with four screws and three connectors
The storage module is located in the middle of the motherboard and is attached with four screws and one connector
Remove the four screws that secure the SSM2 card to the motherboard.
Lift up on SSM2 card, disconnect module from the motherboard
Remove the four screws that secure the HDD to the motherboard
Lift up on the storage device, disconnecting it from the motherboard
Install both devices in the replacement chassis

4. Installing top lid

Set the lid on top of the Net-Net series chassis. Make sure the stickers are positioned at the rear of the chassis.
Re-install the seven screws that secure the cover to the chassis
Re-install the eight side screws (four on each side) that secure the slide to the chassis

5: Install Network Interface Unit (NIU) card and power supplies that were set aside earlier

6. Install chassis into rack

Remove any anti-static measures that were used
Slide AP3820/3810/4500 platform back into the rack.
Secure unit to rack by re-installing mounting screws
Re-install the power cords and any data cables that were disconnected
Power on server. Verify that the Power/OK indicator led lights steady on.

OBTAIN CUSTOMER ACCEPTANCE

WHAT ACTION DOES THE FIELD ENGINEER/ADMINISTRATOR NEED TO TAKE TO RETURN THE SYSTEM TO AN OPERATIONAL STATE?:

A: Legacy customer will need to request a new license key to enable the software to function correctly. License keys are tied to the chassis serial number.

Navigate to the following url

http://www.oracle.com/us/support/licensecodes/index.html

Select "Request License Codes" located at the top-right side of the web page
Fill out the required fields
In the "Notes" section, labelled "How can we help you" Include the following information

- Old and new chassis serial number (Note: using the command 'show prom-info mainboard', be sure to use the "Serial Number" for your license request rather than the “Oracle System Serial Number”. The Serial number will contain ONLY numbers, no alpha characters. Refer to Doc ID 1600257.1 for more information)

- License Key for existing system

- SR (Service Request) number that was assigned for this issue

- Software name/revision

New license keys will be sent within 24 hours

B: Customer should now restore the boot image and configuration setting on the replacement system

REFERENCE INFORMATION:

Net-Net 3820 Hardware Installation Guide

http://docs.oracle.com/cd/E50394_01/doc/acmepacket3820_installation.pdf

Acme Packet 4500 Hardware Installation Guide

http://docs.oracle.com/cd/E50395_01/doc/acmepacket4500_installation.pdf

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