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Solution Type Technical Instruction Sure Solution 1006159.1 : Tech Tip: Sun Enterprise[TM] 3000-6500 Initial Data Collection
PreviouslyPublishedAs 208625 Description This Technical Instruction provides: * A listing of the initial data a customer should collect and provide to a Sun Technical Support Engineer when opening a call to troubleshoot a Sun Enterprise[TM] 3000-6500 system failure. * The commands the customer should run in order to collect this initial data. Steps to Follow The information requested is to enable quick determination of root cause in the event one of the noted servers experiences a failure. The data collected will assist the Sun Technical Support Engineer in the Customer Care Center in the expedient and quality identification of the failing component. In some cases, additional information may be requested such as core files and explorers. You will be advised by the Sun Technical Support Engineer when this determination is made. Synopsis: Initial Data Collection used to assist in Sun Enterprise[TM] 3000-6500 Hardware Troubleshooting. Description: Some system failures on the Sun Enterprise[TM] server line do not get recorded by syslog. This document lists 1 example of a system fault that does not get logged, and what needs to be done in order to collect the vital information. A common failure that does not log enough information to make a good diagnosis is: "Fatal error FATAL". This failure logs a single line entry in the /var/adm/messages file and no other information. Example: unix: [ID XXXXXX kern.notice] System booting after fatal error FATAL From the above error message, we know the system rebooted, but we have no information as to the probable cause. The important data needed to assist in determining the probable cause was sent to serial port A along with the POST output. Console logging needs to be setup to gather this data. If not, the important data is lost. What to do: 1. Setup console logging read infodoc# 41540. This document shows several different ways to setup console logging. 2. Provide the /var/adm/messages file, and the output from "prtdiag -v" to the Support Engineer. The data collected should be sent to the Sun Technical Support engineer working your case. The engineer may ask for more information/files as needed. Product Sun Enterprise 6500 Server Sun Enterprise 6000 Server Sun Enterprise 5500 Server Sun Enterprise 5000 Server Sun Enterprise 3500 Server Sun Enterprise 4000 Server Sun Enterprise 4500 Server Sun Enterprise 3000 Server Sun Enterprise 3000-6500, fatal error, hardware, system failure Previously Published As 71625 Change History Date: 2003-09-24 User Name: 91361 Action: Approved Comment: I spoke with Rich and Rene, doc is ready to publish, and includes the two required paragraphs (below the description). KE'd, ready to publish. KE, Matt Steck, x41721 Version: 0 Date: 2003-09-24 User Name: 5563 Action: Approved Comment: Made changes to the document as suggested by David Re. List of files requested from customer: prtdiag -v, /var/adm/messages also point to infodoc that covers setting up console logging. Removed "Fatal Reset" and only used "Fatal Error" as the example. Version: 0 Attachments This solution has no attachment |
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