SPARC T4-2
 
SPARC T7-1
 
SPARC T3-2
 
SPARC T5-8
 
SPARC T3-4
 
Netra SPARC T4-1B
 
Netra SPARC T4-2 Server
 
SPARC T4-1
 
SPARC T7-2
 
SPARC T4-1B
 
SPARC T4-4
 
SPARC T5-2
 
SPARC T5-4
 
SPARC T3-1
 
Netra T3-1
 
Netra SPARC T4-1 Server
 
SPARC T5-1B
 
SPARC T7-4
 
SPARC T3-1B
 

PLA-Support>Sun Systems>SPARC>CMT>SN-SPARC: T3
 

Applies to:

Goal

The purpose of this document is to show you how to display the service tag and resolve service tag issues on SPARC systems.

Solution

Service tag is a mechanism to store and report serial number and other important product data from the SPARC system.  A service tag enables automatic discovery of systems, software, and services (gear). A service tag uniquely identifies each tagged piece of gear, and allows information about the gear to be shared over a local network in a standard XML format.

Service tag is used by applications such as ASR (Auto Service Request) to get information about the system.  ASR uses the ILOM (Integrated Lights Out Management) service tag to retrieve the entitlement serial number as well as the product type.  The product type is contained in the product_name field of the service tag.  The ILOM software on systems sends a SNMP trap to a host running the ASR Manager, and in turn that host sends the trap to Oracle's backend for processing and case generation as required.

Sun Service Tags:

• Do not run in the background and are only used when queried
• Have a small footprint (about 100 kilobytes)
• Do not contain any personal information
• Do not automatically collect or send any information to Oracle
• Can be configured for discovery per gear, TCP listener or be disabled altogether
• Can be used by the system administrator to help register new equipment with Oracle
• Can, with the system administrator's permission, be used by Oracle service to aid in  troubleshooting

The service tag information shared with Oracle is used solely to identify Oracle gear and better support Oracle customers.  Registration data is only collected when the system administrator requests gear discovery.  

To troubleshoot Service tag issues, look at the persist@servicetag.xml file that is collected in the ILOM snapshot.  If there are duplicate entries in the XML file, this can cause the port on which the Service tag daemon is running on the ILOM to malfunction.  ASR consequently may not be able to reach the port if it indicates that the service tag port is unavailable.

The stlistener and stdiscover processes running on the ILOM are involved in retrieving the service tag information for the asset.  These processes should be running on the ILOM service processor.  If you notice duplicate entries in the servicetag.xml file, no or bad data will be pulled up and ASR activation will fail no matter how many times you disable and re-enable service tags.  It is therefore important to ensure that the information shown in the servicetag.xml file is correct and free of any malformed entries.

If you notice malformed entries in the servicetag.xml file, please engage Oracle Support, who can if necessary update the ILOM configuration manually using a reserved service-mode connection.

An Oracle Service Engineer can log into the Service Processor using the 'sunservice' account and:

then reset the SP, eg:

and Service tag will be recreated upon boot up. 

If the SP does not restart, then "/etc/init.d/stlistener restart" maybe necessary as well.

A properly defined servicetag.xml file would look like the one below.

For Service Tags retrieved from ILOM, the ASR Manager extracts the serial number from the <product_defined_inst_id>.  Prior to ILOM 3.0, the ILOM Service Tag contained no other field that included the serial number. Beginning with ILOM 3.0, a <serial_number> field was added to the ILOM Service Tag that also contains the serial number.

It is therefore important to ensure that the Service tag <product_defined_inst_id> matches the /SYS product_serial_number seen on the ILOM using the relevant 'show' command for the platform.

On a Sun Blade 6000 chassis, the product serial number can be obtained by:

Not having the correct product_serial_number in the <product_defined_inst_id> will break ASR (Automated Service Request).  To "activate" an asset, the ASR Manager retrieves the Service Tag and extracts the serial number which is automatically compared to the entitled serial numbers in Oracle's database.  If there is no match, the activation fails.

Running:

on the ILOM will display Service Tag configured on the ILOM.

Service Tags may be configured and enabled on the host Solaris OS by following the instructions in the Oracle Hardware Installation Assistant User's Guide.

On Solaris, we would install Service Tools Bundle (STB) which is a tool set that helps ASR obtain required information from each ASR system. 

Download the latest Oracle Service Tool Bundle (STB) software ( see <Document: 1153444.1> ).

To confirm that STB is installed correctly on your host OS, and that it is reporting your system’s serial number correctly, run:

If the serial number for your system is not displayed, run the command below to set the serial number.  Keep in mind that the definitive source for the actual serial number is on the chassis of your system.  It should also be the same in the My
Oracle Support database, as described in "Review Assets in My Oracle Support" on page 2-2.

Click here for more information on Sneep.

For Solaris 8, 9, and 10, the man page path is:  /opt/SUNWsneep/man

For Solaris 11 and higher, the man page path is:  /usr/lib/sneep/man

 
Run the following command on your host Solaris OS to be sure that Service Tools Bundle (STB) is reporting your system attributes correctly:

# sneep -t hostname,serial,model
netra-t4-1-sca11-a,1208BD0334,T4-1

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