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GCS>Sun Microsystems>Servers>x64 Servers
 

Applies to:

Purpose

Purpose/Scope:

Symptoms:

• Disk service LED illuminated
• Disk errors in system messages files
• Disk errors on console
• Disk SMART errors during the boot process

Last Review Date

Instructions for the Reader

Troubleshooting Details

Steps to Follow:

Please validate that each troubleshooting step below is true for your environment. The steps will provide instructions or a link to a 
document, for validating the step and taking corrective action  as necessary. The steps are ordered in the most appropriate sequence to 
isolate the issue and identify the proper resolution. Please do not skip a step.

Step 1. Verify a supported platform disk and part number:

The following link references a support document that assists in the identification of a disk part number. In addition, the document provides the public web location of the Oracle SunSolve Handbook to confirm the disk in question is a supported disk for your platform:

1010055.1 Identifying Sun Supported Platform Disks

Disks that are not listed in a platforms documentation and deemed unsupported. This is because they have not been tested and therefore have unknown properties and as such may produce unknown errors.
Even if an unsupported disk appears to work correctly, it is recommended that you always use supported disks for contracted platforms.

Step 2. Verify disk is or is not a member of a RAID array:

The following links reference support documents that assist in identifying if your Solaris, Linux or Windows operating environments are installed as part of a RAID array or not. The Windows instructions are in line:

Windows:

1017961.1 How to Identify if a Solaris[TM] Operating Environment is Installed on a Hardware RAID Controller

Linux:

1013003.1 How to Identify if a Linux Operating Environment is Installed on a Hardware RAID Controller

Windows:

Click on the following:

Right Click on "My Computer" and select "Properties".
Select the "Hardware" tab from the window that appears.
Click on "Device Manager".
Click on "Disk Drives". Installed disk(s) are listed.

If the drive(s) listed are display with the disk name LSI then your platforms drives are under the control of an LSI RAID device.
If however the drive(s) listed display the name(s) Fujitsu, Hitachi or Seagate then your platform is not configured under the control of a RAID device therefore is a JBOD only (Just a Bunch Of Disks).

Troubleshooting steps differ for platforms that are installed under the control or a RAID management device. This is because disks under RAID control are hidden from the operating environment and are referenced as a pseudo or meta-device.

Step 3. Verify RAID status:

We must now identify which disk has failed if the fault is a persistent fault.
The following link references a support document that assists in identifying the current RAID status of a configured array.
This document details checking of RAID status in BIOS and within the Solaris operating environment:

1013107.1 How to Identify BIOS and Solaris Hardware RAID Status

Linux and Windows platforms will need to check RAID status from within BIOS using the above document, unless they install additional monitoring software from the distributed Tools and Drivers CD-ROM.
The package name is MSM-IR (also known as MegaRAID Storage Manager).

If this package is unavailable to the user via CD-ROM, then it can be downloaded from Oracle Support
Click on the appropriate platform then select "Software Downloads" from the Downloads link on the right menu bar.

Step 4. Verify disk is online has has not been going offline and no physical disk hardware problem:

If the disk fault is not persistent and the RAID controller does not report a "Degraded" RAID, we must now attempt to identify intermittent failures.
The following links reference support documents that assist in identifying the online/offline status of directly attached platform disks. These documents also discuss the location of your operating system error logs and the format in which disk errors should appear:

Solaris:

1005530.1 How to Check for Solaris[TM] x64 Disk Errors and Online/Offline Status

Linux:

1002936.1 How to Check for Linux Platform Disk Errors and Online/Offline Status

Windows:

1011590.1 How to check for Windows platform disk errors and online/offline status

Disks that are not directly attached to the platform (for example, those installed in an external storage array), are not discussed in this document.
Storage array disks may have different properties when connected to and behind an external controller and as such change the error syntax and tools used for collection and configuration.

Step 5. Verify disk firmware revision and known applicable issues:

The following link references a support document that assists in identifying the disk model number and firmware revision to check for known issues and if applicable patch updates:

1008396.1 How to Identify Optical and Hard Disk Firmware Revisions for Checking of Known Issues

Patches and firmware updates are often available for disks under multiple operating systems.
Checking for known issues and updates results in decreased downtime.

Step 6. Run information gathering programs and raise an Oracle service request:

The following links reference support documents that assist in the gathering of information from your Solaris, Red Hat, Novell/SuSE and Windows platforms using their own information gathering tools.

Solaris:

1018748.1 How to Run Sun[TM] Explorer and Forward the Data to a Sun Engineer

Novell/SuSE Enterprise Linux:

1010057.1 How to gather information on SuSE Linux Enterprise Systems

Red Hat Enterprise Linux:

1010058.1 How to Gather Information on Red Hat Enterprise Linux Systems

Windows msinfo32:

Click on Start and select Run.
Type "msinfo32" in the text box that appears.
Select the File menu and then select Export.
Provide a file name and send this file to Sun.

This is necessary if the resolution steps above did not resolve your issue and Sun needs to be engaged to continue diagnosis for you. Information gathering programs gather operating system parameters and configuration information from your platform.

At this point, if you have validated that each troubleshooting step above is true for your environment, and the issue still exists, further troubleshooting is required. For additional support contact Oracle Support.

Previously Published As 91626

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