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HUAWEI CLOUD Stack 6.5.0 Troubleshooting Guide 02

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Huawei uses machine translation combined with human proofreading to translate this document to different languages in order to help you better understand the content of this document. Note: Even the most advanced machine translation cannot match the quality of professional translators. Huawei shall not bear any responsibility for translation accuracy and it is recommended that you refer to the English document (a link for which has been provided).
Troubleshooting Principles

Troubleshooting Principles

  1. Principles for Fault Analysis, Locating, and Troubleshooting
    • Recover the system as soon as possible.
    • When locating faults, collect fault data in a timely manner and store the collected data in a mobile storage medium or other computers in the network.
    • Before determining the troubleshooting solution, evaluate the solution's impact and preferentially ensure normal running of services.
    • If a fault occurs on third-party hardware, refer to the documentation that was delivered with the hardware or contact the third-party vendor to rectify the fault.
    • If the fault cannot be located or the fault cannot be rectified according to related manuals, customers in areas outside China can contact the local Huawei Technical Assistance Center (TAC) offices for technical support to minimize the service downtime.
  2. Precautions
    • Strictly comply with operation regulations and industry safety regulations to ensure personnel and equipment safety.
    • Analyze the fault symptom and identify the cause before troubleshooting the fault. Before determining the cause, do not take actions. Otherwise, the problem may aggravate.
    • Record all onsite information of a fault before troubleshooting. Do not delete any data or log.
    • Obtain the customer' written authorization before collecting logs to ensure security and privacy of the customer's network.
    • Before making any modifications, back up data manually or using a script.
    • Take anti-static measures such as wearing anti-static protection wrists when replacing or maintaining device components.
    • Record the original information about any problem encountered during maintenance.
    • All major operations, such as a process restart, must be recorded. Before any major operations are performed, the operator must carefully consider the feasibility of the solution. Only qualified operators are allowed to perform such operations when data is backed up and emergency troubleshooting and security protection measures are in place.
    • After the system has been recovered, observe the system running status to confirm that the fault is rectified. Then, complete a report in a timely manner.
    • Exercise caution when performing high-risk operations and running high-risk commands. For details, see section "High-Risk and Forbidden Operations" in HUAWEI CLOUD Stack 6.5.0 O&M Guide.
  3. Requirements for Maintenance Engineers
    • Have basic knowledge of network devices, operating systems, and databases. Be adept at using common commands to monitor and maintain the system.
    • Understand the logical structure of HUAWEI CLOUD Stack, mapping relationship between HUAWEI CLOUD Stack components and on-site devices, and physical connections between on-site devices.
    • Be familiar with the service processes and structure of HUAWEI CLOUD Stack, and be skilled in operating the components related to the services provided by HUAWEI CLOUD Stack.
    • Know how to remotely access the system.
Updated: 2019-06-01

Document ID: EDOC1100062375

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