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The HDP3500E Device Cannot Be Logged In to and the KVM Has a Blank Screen

Publication Date:  2015-07-30 Views:  60 Downloads:  0
Issue Description
The HDP3500E device has continuously run for 208 days. The HDP3500E device cannot be logged in to using SSH tools and the KVM has a blank screen. However, IP addresses of HDP 3500E service network ports can be pinged through.

Product and version information:
  • The product: HDP3500E
  • THE backup software version: NetBackup 7.0.1
  • The operating system version: SUSE Linux Enterprise 11 Service Pack 1
  • The operating system kernel version: 2.6.32.12-0.7
Handling Process
Emergency Solution

Run shutdown -r now to restart the device.

NOTE:
After the device is restarted, the device breaks down after the device continuously runs for another 208 days.


Final Solution

Update the kernel version of the HDP3500E operating system to version 2.6.32.54-0.3 or the latest version.
Root Cause
Possible Causes:

The operating system version and kernel version of the HDP3500E are SUSE Linux Enterprise 11 Service Pack 1 and 2.6.32.12-0.7 respectively. The system breaks down after the operating system continuously runs for 208 days.

Fault Diagnosis:

Analyze the logs of the device:

1.  Analyze the logs of device hardware and RAID card.

There are no any faults and abnormal information in the logs, that is, the hardware of HDP3500E is normal.

2.  Analyze the messages log of the operating system.

In the messages log file, the log record after recorded in 07:46 in 20 July is 18:45 in 23 July, as shown as follows.

Jul 20 07:26:51 GDGZ-VA-VDCZ-NJ-HDP01 SQLAnywhere(nb_gdgz-va-vdcz-nj-hdp01): Starting checkpoint of "NBDB" (NBDB.db) at Fri Jul 20 2012 07:26
Jul 20 07:26:51 GDGZ-VA-VDCZ-NJ-HDP01 SQLAnywhere(nb_gdgz-va-vdcz-nj-hdp01): Finished checkpoint of "NBDB" (NBDB.db) at Fri Jul 20 2012 07:26
Jul 20 07:46:51 GDGZ-VA-VDCZ-NJ-HDP01 SQLAnywhere(nb_gdgz-va-vdcz-nj-hdp01): Starting checkpoint of "NBDB" (NBDB.db) at Fri Jul 20 2012 07:46
Jul 20 07:46:51 GDGZ-VA-VDCZ-NJ-HDP01 SQLAnywhere(nb_gdgz-va-vdcz-nj-hdp01): Finished checkpoint of "NBDB" (NBDB.db) at Fri Jul 20 2012 07:46
Jul 23 18:45:26 GDGZ-VA-VDCZ-NJ-HDP01 syslog-ng[2976]: syslog-ng starting up; version='2.0.9'
Jul 23 18:45:26 GDGZ-VA-VDCZ-NJ-HDP01 firmware.sh[2999]: Cannot find  firmware file 'intel-ucode/06-1a-05'
Jul 23 18:45:26 GDGZ-VA-VDCZ-NJ-HDP01 firmware.sh[3004]: Cannot find  firmware file 'intel-ucode/06-1a-05'
Jul 23 18:45:26 GDGZ-VA-VDCZ-NJ-HDP01 firmware.sh[3010]: Cannot find  firmware file 'intel-ucode/06-1a-05'

There should be multiple log records written to the messages log file every.

In the previous logs, the HDP3500E operating system has errors.

3.  Analyze the running status of the backup software NetBackup. There is no activities for backup jobs and backup sets after 7:46 in 20 July, indicating that the NetBackup is not working after that time.

The previous information indicates that the operating system has errors, therefore, the backup software cannot work.

4.  Analyze the messages log again. There are no any errors and alarms, indicating that the operating system is down.

The previous analysis concludes: the bug of the SUSE Linux Enterprise 11 Service Pack 1 leads the fault.

END