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Server Fails to Access the Storage System Because the UltraPath Process is Isolated by the Antivirus Software

Publication Date:  2012-07-18 Views:  29 Downloads:  0
Issue Description
Two servers that run the Windows 2003 OS form a Windows cluster. An S5300 storage system is connected to the servers by using optical fibers. Server db1 in the cluster cannot access the S5300 and an error is displayed on the UltraPath console, but server db2 runs properly.
Alarm Information
None
Handling Process
1. The cause to the UltraPath problem is that the UltraPath configuration file is improperly uploaded or the firewall or antivirus software has defects. Analyze server db1 and find that the updsm.sys file disappears in the UltraPath installation directory of server db1. The cause may be that the antivirus software has been deleted as a suspicious virus. 2. The 360 antivirus software is installed on servers db1 and db2. The difference is that the versions of the antivirus software on two servers are different. The antivirus software version is 7.3.0.2001 on server db1 but 7.1.0.2001 on server db2. The updsm.sys file is discovered in the file recovery area of the 360 antivirus software and Trojan horse firewall of server db1. After the file is recovered and server db1 is restarted, the fault is rectified. 3. To avoid this fault on both servers, add the UltraPath directory into the whitelist of the 360 antivirus software and add the updsm.sys file into the trusted area of the firewall.
Root Cause
1. Log in to the S5300 and check the status of RAID groups and LUNs, and the mappings to server db1, including FC links and HBA status. All status is normal. Therefore, the fault is not caused by hardware problems or physical links between server db1 and the S5300. 2. Log in to server db1 and check the server status, and find that server db1 is normal. Restart server db1. The fault persists. 3. Based on previous two steps, it is suspected that the fault is caused by an UltraPath problem. A. Choose Computer Management > Device Manager > SCSI and RAID Controller to check the UltraPath software and find that it is properly installed and has the multipathing driver. B. Choose Computer Management > Device Manager > Disk Driver to check the physical disks mapped from the S5300 and find that the number of physical disks is twice as that of mapped disks but no virtual disks of the same number of mapped disks exist. C. Choose Computer Management > Device Manager > System Device and find that yellow exclamatory marks exist ahead of UltraPath devices. It is determined that the fault is caused by an UltraPath problem.
Suggestions
1. For similar faults, you need to check whether antivirus software is installed on the server if the hardware causes have been excluded. 2. The fault that the UltraPath software is deleted by 360 antivirus software as a virus has been fed back to 360 but the fault may occur in a different antivirus software version. Once the fault occurs, the UltraPath directory, screenshots of the 360 antivirus software main interface, and updsm.sys file need to be collected and reported to the UltraPath R&D engineers for analyses.

END