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Asset ID: 1-73-1020499.1
Update Date:2010-09-21
Keywords:

Solution Type  FAB (standard) Sure

Solution  1020499.1 :   Some Arrays cannot be registered to Auto Service Request due to the Array's serial number shown on the label does not match IBIS records.  


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Related Categories
  • GCS>Sun Microsystems>Sun FAB>Standard>Reactive
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PreviouslyPublishedAs
259488


Product
Sun StorageTek Flexline 240 Array
Sun StorageTek Flexline 280 Array
Sun StorageTek Flexline 380 Array
Sun StorageTek 6540 Array
Sun Storage 6580 Array
Sun Storage 6780 Array
Sun StorageTek 6130 Array
Sun StorageTek 6140 Array
Sun StorageTek 2510 Array
Sun StorageTek 2530 Array
Sun StorageTek 2540 Array

Date of Resolved Release
26-May-2009

Some Arrays cannot be registered to Auto Service Request (see details below).

Impact

Attempts to connect impacted arrays to employ the Auto Service Request (ASR) feature will fail, stating that the array serial number is not licensed.

Contributing Factors

The following configurations are suspectable to this issue:

  • Sun StorageTek Common Array Manager 5.1.3 or later
  • Any array that was originally managed by SANtricity prior to the IBIS implementation has a higher probability due to contract data maintenance.
  • Any array that had their RAID chassis or midplane FRU replaced during a hardware fault.

Symptoms

The CAM user will receive an email that is similar to...

Serial SP84198029 currently has not completed registration.  No Automatic Service Requests will be created for this unit.

This is because the serial number is not in the Sun Install base.

Registration on this unit can be completed at this time.  An entitlement investigation will be opened for this issue and a Sun representative will contact you if needed to complete this request.

If you have any questions or comments about this email, please do not reply to the email. Send questions and comments to [email protected]


or...

Reference:SCOP1240251336558_17091758 Serial:542000000159 Device:FLX380 Serial 542000000159 currently has not completed registration.  No Automatic Service Requests will be created for this unit.

This is because the serial number is not in the Sun Install base.

Registration on this unit can be completed at this time.  An entitlement investigation will be opened for this issue and a Sun representative will contact you if needed to complete this request.


As opposed to...

Reference:SCOP1240251335661_17091757 Serial:542000000228 Device:FLX380
Serial 542000000228 has been successfully registered.

Root Cause

This issue is caused by the database reference for the array in IBIS, and its association to the customer contract and the serial number on the arrays.  For most arrays, there is a sticker on the array RAID head or module(enclosure containing RAID controllers) that has a sticker with the array Serial Number.

For the affected products, the serial number "burnt" into the array may not match the sticker, and therefore not match the record in IBIS.  This is also a problem if it is decided to replace the midplane FRU, which contains the array serial number.  As a result, ASR will fail to attach the arrays appropriately.

Another cause is that IBIS can have duplicate contracts for a single unit, or duplicate units for a single contract.  This will also cause a failure to register the array in ASR.

Corrective Action

Workaround:

No workaround is available - reference the below Resolution section.

Resolution:

For customers that experience this issue, follow the below steps to resolve:

 1) Identify the Serial Number on the Sticker for the unit, as well as the
    the Serial Number reported by the array (below).

 2) Make sure that the unit is appropriately associated with the customer
    using the following process;

       https://global.sfbay/twiki/bin/view/WestServices/DataManagement
  
 3) Have the customer try to register the unit again after the DMG has
    confirmed the correct association

 4) If it still fails, open a Service Desk via the below URL;

       http://servicedesk.central.sun.com

   Report a Problem -> Software Applications -> SAMS3 - Sun Alarm Management System
        
Identification of Affected Parts (how to):

The array module sticker serial number is found on the controller side of the module.  It can be compared to the software serial number by looking at a support collection from the array, or standard User Interface fields.

sscs  CLI:

Usage:

  sscs list array <array name>

Look for the field:

  Serial Number:                SUN.24643-01.SF74700358

The last field after the "." is the array serial number being passed to ASR for registration.  In the example above this is "SF74700358".  This must match the IBIS entry for the contract on this unit.

CAM browser interface:

1) Go into CAM
2) Expand Storage Systems
3) Expand your array name
4) Click Administration
5) Find the field "Serial Number"

Serial Number:                SUN.24643-01.SF74700358

The last field after the "." is the array serial number being passed to ASR for registration.  In the example above this is "SF74700358".  This must match the IBIS entry for the contract on this unit.

Using the service CLI to print out the array profile:

Locations:

Solaris:

  /opt/SUNWsefms/bin/

Linux:

  /opt/sun/cam/private/fms/bin/

Windows(32-bit):

  C:\Program Files\Sun\Common Array Manager\Component\fms\bin

Windows(64-bit):

  C:\Program Files (x86)\Sun\Common Array Manager\Component\fms\bin

Usage:

  service -d <array name> -c print -t profile

Look for the RAID module details, similar to:

  Controller Tray 99 Overall Component Information


Tray audible alarm: Disabled
Part number: PN 371-4373-01
Serial number: SN SP84198029 <-----Serial Number of Array being used for ASR registration
Vendor: VN SUN Date of manufacture: October 1, 2008

Note:  A standard support data will contain a file called storageArrayProfile.txt containing the above output which can be used as well.

References:

  Escalation ID: 80759146


For information about FAB documents, its release processes, implementation strategies and billing information, go to the following URL:

For Sun Authorized Service Providers go to:

In addition to the above you may email:


Internal Contributor/submitter
[email protected], [email protected], [email protected]

Internal Eng Responsible Engineer
[email protected] Responsible Manager: [email protected]

Internal Services Knowledge Engineer
[email protected]

Internal Eng Business Unit Group
NWS (Network Storage)

Internal Sun Alert & FAB Admin Info
19-May-2009: Completed draft and sent to Extended Review.
20-May-2009: Several modification made by RE and Contributor.
26-May-2009: No further updates - sending to Publish.
19-Nov-2009: Corrected Product Name to swoRDFish inconsistency.


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