Professional Documents
Culture Documents
INDEX
Basic FILE Health check Commands
Basic BLOCK Health check Commands
Management Switch Health Check commands
Other Required commands:
NaviSecCLI Commands :
Command to run BV
How to Gather SP collects from NaviSecCLI?
How to gather SP collects via CLIviaSSH?
How to gather Support Materials viaCLIviaSSH?
Default Credentials
Standard Out of Office Message for VNX
How to upload/download SP collects/Support Materials to desktop?
Standard Outlook Signature for all the three shifts
Links
Reason Codes:
Drive States and Its meaning
International Dialing Codes
Time Zone Converter
Numbers for different teams in EMC
Etiquettes of Email
Few Scenarios and the appropriate way of drafting emails
a. Dial in is not available and when WebEx is the mode of dial in:
b. Dial in is available however unable to dial in:
c. E-mail template for dial in permission required:
d. Closure E-mail for a three day strike rule:
e. Email Template for a CS Reboot:
f. E-mail template for dial in credentials:
g. Escalated case update to customer:
h. Second Response template to customer:
If you need any clarification on commands or need any assistance then please
feel free to talk to any Senior Engineers/ SMEs.
VNX Dial Home Handbook
NaviSecCLI Commands :
1. naviseccli getagent
This command will give you the Block array details like the FLARE code, model number.
2. naviseccli getlun -private -owner -type >c:\lun12.txt
This command gives the list of LUNs and its respective owner details.
3. naviseccli getcrus >c:\crus12.txt
This command gives the status of all the enclosures and its internal peripherals.
4. naviseccli getdisk -hs -tla -product >c:\hotspare12.txt
This command will give you the complete disk and hotspare details.
VNX Dial Home Handbook
5. naviseccli getcache
This command gives the Read/write cache details and the SPS battery testing details.
6. naviseccli faults –list
This command determines the status of array and will report if there is any fault.
7. naviseccli getresume –all >c:\partno12.txt
This command will give you the part numbers of all the parts.
8. naviseccli getlog -2000 >c:/logs.txt
This command will list you the last 2000 alerts from the SP logs.
9. naviseccli getrg
This command will give the RAID group details.
Command to run BV
naviseccli setsniffer -rg 100 -cr -bv -bvtime <high|medium|low>
This command will run the background verification on the RAID group.
navicli getsniffer -rg 100
This command will give the results of the Backround verification.
How to Gather SP collects from NaviSecCLI?
Launch Command prompt browse to the NavisecCLI directory and execute the command:
#>spcollect.pl
How to gather SP collects via CLIviaSSH?
Browse to /nas/tools directory and execute the command (/nas/tools/.get_spcollect) to gather the SP collects.
#>cd /nas/tools
#> /nas/tools/.get_spcollect
Once the SP collects are gathered browse to the /nas/var/log and download the SP collects.
#>cd /nas/var/log
#>ls -l
How to gather Support Materials viaCLIviaSSH?
Browse to /nas/tools directory and execute the command (/nas/tools/./collect_support_materials &) to
gather the Support Materials.
#> cd /nas/tools
#> /nas/tools/./collect_support_materials &
Once the Support Materials are gathered browse to the /nas/var/emcsupport and download the SP collects.
#> cd /nas/var/emcsupport
#> ls -l
VNX Dial Home Handbook
Default Credentials
Username Password
Control Station nasadmin nasadmin
Control Station – SU root nasadmin
Control Station Unisphere sysadmin sysadmin
Storage Processor Remotely Anywhere clariion1992 clariion1992
Storage Processor Remote Control clarion clarion!
Storage Processor Unisphere clariion1992 clariion1992
Storage Processor Unisphere clarion clarion!
FTP site anonymous user
Thank you for your email. Please be informed that I am currently out of office with limited or no access to emails. If
you have a query with respect to an EMC service request, please call the EMC Toll free number 1800 782 4362 Ext:
55100 and the next available engineer will be glad to assist you.
In my absence, should you need immediate assistance with a critical issue please send an email to
PartnerVNXDH@emc.com. Otherwise, I will respond to your inquiry as soon as I return.
Thank you!
Regards,
Once the SP Collects, Support Materials and Dumps are gathered browse to the directory where
these files are saved and from that location login to the FTP site and you can upload the files to ftp
site using the below steps.
VNX Dial Home Handbook
Links
1. To login to CSI
https://crm.emc.com/OA_HTML/AppsLocalLogin.jsp
2. To login to Service Centre
https://support.emc.com/servicecenter/
3. To login to ESRS page
https://esrs.emc.com/cleartrust/ct_logon_en_SECURID.html
4. To login to PRIMUS
http://csexplorer.isus.emc.com/eservice/iviewcs/ui/eserver.asp
5. To login to SYR database server
http://omega.eng.emc.com/omega/Apps/AppsContainer.asp?DefaultAppID=1
6. To login to Powerlink
http://powerlink.emc.com/km/appmanager/km/secureDesktop
7. To access QTool
http://qtool-vnx.lss.emc.com/
8. To initiate a Collaboration Chat
http://internalchat.corp.emc.com/internalchat/prem.aspx
9. To Find the part number(Parts Compatibility Database)
http://csapps.isus.emc.com/pcd/Search.aspx?SearchBy=PartNumber
10. To access Instance Remote details / Remote Configuration
https://crm.emc.com/OA_HTML/csiSearchProdMain.jsp?jtfm0=_0_0_0_-
1_f_nv_&jfn=ZG0F3681665117CEBBCDAB41E3BA0C1C47DFA1F1715774B970FE75BB8C2929C9C8CF809
EB2E85AD54FD12BFE25966FFED5B4&oas=MkDa0MwODgVN9XZpp9wA5w..
11. To check the time for different countries.
http://www.timeanddate.com/worldclock/
12. To convert the time into a different time zone
http://www.timeanddate.com/worldclock/converter.html
13. To login to the Metaframe Citrix Server
http://citrixapps.corp.emc.com/Citrix/MetaFrame/site/default.aspx
14. To initiate a WebEx session
https://emcsupport2.webex.com/mw0307l/mywebex/default.do?siteurl=emcsupport2
15. To login to CS-Labs for Array access
http://cslabs.emc.com/reservations.php
16. To view the entire EMC Exams list click on the below link:
http://edu.corp.emc.com/gs/certification/tracks/emcsa_track.aspx#
17. To avail the EMC vouchers register yourself with your EMC email id in the below link.
http://emc.my-certifications.com/User/Portal.aspx
18. To write the practice Exams click on the below link
http://edu.corp.emc.com/gs/certification/exams.aspx
VNX Dial Home Handbook
19. To schedule your exams register in the below website or click on the link
https://www1.pearsonvue.com/Dispatcher?application=Login&action=actStartApp&v=W2L&cli
entCode=EMC
Reason Codes:
RC State Meaning
0 Reset Reboot the DM/CS.
1 DOS Booted CS/DM rebooted and this is the initial state.
2 SibPOST Failed datamover failed sib post
3 (NAS) Loaded CS/DM rebooted and NAS code is being loaded
4 Configured CS/DM rebooted and configuration is in progess.
5 Contacted DMs are in contacted state.
6 Control Station Ready When NAS services not running, this is a sign of a problem
7 Panicked data mover panic crash <–(This is very bad)
Drive States and Its meaning
STATE Meaning
1 Enabled Either a hotspare on standby or part of a bound LUN that is assigned to(owned by) the
SP you are using as the communication channel to the chassis. If the storage system has
another SP, this module status is ready when you use the other SP as the communication
channel to the chassis.
2 Hot Spare Ready Module is either a hotspare or replacement disk module that replaced a failed module in
a LUN. The date is being rebuilt on a hotspare or a replacement disk module.
3 Removed Removed from the chassis; applies only to a disk module that is part of a LUN.
4 Off Powered off by the SP, which can happen if a wrong size module is inserted.
5 Unbound Ready to be bound into a LUN.
6 Binding Being binded
7 Empty Failed or removed before the agent started running, or the disk wasn’t part of a LUN.
8 Failed Powered down or inaccessible.
9 Equalizing Data from a hot spare is being copied on to a replacement disk module.
10 Formatting Being Hardware formatted. Generally, modules do not need formatting.
11 Powering Up Power is being applied to the disk module.
12 Ready Module is part of a broken LUN or a LUN that is bound and unassigned. This can mean
that the disk module is part of a LUN that is not owned by the SP that you are using as
the communication channel to the chassis. If the disk module is part of a LUN assigned to
an SP other than the one you are using as the communication chassis, the module`s
status is either Enabled or Ready. It is Enabled when you use the other SP as the
communication channel to the chassis.
VNX Dial Home Handbook
14 Rebuilding Module is either a hotspare or replacement disk module that replaced a failed module in
a LUN. The date is being rebuilt on a hot spare or a replacement disk module.
CHINA /
INDIA GMT EST CST PST LONDON JAPAN MST
SINGAPORE
9:00 AM 3:30 AM 11:30 PM 10:30 PM 8:30 PM 4:30 AM 12:30 PM 11:30 AM 9:30 PM
10:00 AM 4:30 AM 12:30 PM 11:30 PM 9:30 PM 5:30 AM 1:30 AM 12:30 PM 10:30 PM
11:00 AM 5:30 AM 1:30 AM 12:30 AM 10:30 PM 6:30 AM 2:30 PM 1:30 PM 11:30 PM
12:00 PM 6:30 AM 2:30 PM 1:30 AM 11:30 PM 7:30 AM 3:30 AM 2:30 PM 12:30 AM
1:00 PM 7:30 AM 3:30 AM 2:30 AM 12:30 AM 8:30 AM 4:30 PM 3:30 PM 1:30 AM
2:00 PM 8:30 AM 4:30 PM 3:30 AM 1:30 AM 9:30 AM 5:30 AM 4:30 PM 2:30 AM
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7:00 PM 1:30 PM 9:30 AM 8:30 AM 6:30 AM 2:30 PM 10:30 PM 9:30 PM 7:30 AM
8:00 PM 2:30 PM 10:30 PM 9:30 AM 7:30 AM 3:30 PM 11:30 AM 10:30 PM 8:30 AM
9:00 PM 3:30 PM 11:30 AM 10:30 AM 8:30 AM 4:30 PM 12:30 AM 11:30 PM 9:30 AM
10:00 PM 4:30 PM 12:30 AM 11:30 AM 9:30 AM 5:30 PM 1:30 PM 12:30 AM 10:30 AM
11:00 PM 5:30 PM 1:30 PM 12:30 PM 10:30 AM 6:30 PM 2:30 AM 1:30 AM 11:30 AM
12:00 AM 6:30 PM 2:30 AM 1:30 PM 11:30 AM 7:30 PM 3:30 PM 2:30 AM 12:30 PM
1:00 AM 7:30 PM 3:30 PM 2:30 PM 12:30 PM 8:30 PM 4:30 AM 3:30 AM 1:30 PM
2:00 AM 8:30 PM 4:30 AM 3:30 PM 1:30 PM 9:30 PM 5:30 PM 4:30 AM 2:30 PM
3:00 AM 9:30 PM 5:30 PM 4:30 PM 2:30 PM 10:30 PM 6:30 AM 5:30 AM 3:30 PM
4:00 AM 10:30 PM 6:30 AM 5:30 PM 3:30 PM 11:30 PM 7:30 PM 6:30 AM 4:30 PM
5:00 AM 11:30 PM 7:30 PM 6:30 PM 4:30 PM 12:30 AM 8:30 AM 7:30 AM 5:30 PM
6:00 AM 12:30 AM 8:30 AM 7:30 PM 5:30 PM 1:30 AM 9:30 PM 8:30 AM 6:30 PM
7:00 AM 1:30 AM 9:30 PM 8:30 PM 6:30 PM 2:30 AM 10:30 AM 9:30 AM 7:30 PM
8:00 AM 2:30 AM 10:30 AM 9:30 PM 7:30 PM 3:30 AM 11:30 PM 10:30 AM 8:30 PM
VNX Dial Home Handbook
Email Etiquette
1. Address the customer or the recipient with their first name.
2. Use the appropriate greeting or simply use “Greetings” if not aware of the exact time of the day/night at
reciepents place.
3. Use short, simple and comprehensive sentences.
4. Avoid fillers.
5. Avoid using sentences like “This email is regards to” instead use “This email is about or regarding”.
Regard/Regards means look upon, consider, relate to, concern, etc… Regard/Regards have more than
one meaning in it hence it is better to avoid using this while referring to the array.
6. Avoid using commanding sentences or words.
7. Be assertive, not aggressive while drafting emails.
8. Always use a standard font color, font style and font size while communicating to customers.
a. Standard Font Style : Calibri(Body)
b. Standard Font Size : 11
c. Standard Font color : Black
9. If you want certain important words to stand out, instead of making the letters bold either highlight the words
or put them in inverted commas.
For example: Mujahid or “Mujahid”
VNX Dial Home Handbook
10. Always paste the required logs/ sp collect analysis / support material analysis within the Starred lines like below.
This way we can differentiate the logs and the conversation.
a. **********LOGS*********
[nasadmin@VG2_CS1 ~]$ /nas/sbin/getreason
11 - slot_0 secondary control station
10 - slot_1 primary control station
5 - slot_2 contacted
5 - slot_3 contacted
**********LOGS*********
b. *********Support Material Analysis**********
[nasadmin@nsindia ~]$ nas_replicate -l
Name Type Local Mover Interconnect Celerra Status
uh filesystem server_2 -->NS120_TO_VNX5300 CS0 OK
general3 filesystem server_2 -->NS120_TO_VNX5300 CS0 OK
general1 filesystem server_2 -->NS120_TO_VNX5300 CS0 OK
*********Support Material Analysis**********
c. *********SP Collect Analysis**********
Array Name : USGASAN01
------------------------------------------------------------------------
System Fault LED: OFF OFF
Total Reboots: 0
*********SP Collect Analysis**********
11. Proofread your emails before sending them
12. Do not attach large attachments in your email since not everyone is on a broadband connection.
13. If you have to email more than two documents as attachments, zip them in one file. Doing so would ensure that
the recipient won't miss downloading any file.
14. Always reply to emails especially the ones specifically addressed to you. The sender is still waiting to hear from
you.
15. Do not hit the send button without doing a spell check. Emails with spelling mistakes or grammatical errors
indicate that you have written the message in a non-serious mood and may convey a bad impression.
16. Keep all emails professional looking. Don’t use multicolored fonts and pictures for backgrounds.
17. If you are going to be away from the office and you will not be able to read your e-mails in a timely manner, use
the email system's out-of-office tool to automatically respond to incoming emails. This way the sender will not
expect a timely reply. Make sure your automated reply tells the sender when they can expect a reply.
18. Don't instinctively click the "Reply All" button for every email that you reply to. Consider the subject at hand and
decide who needs to read your reply. Always responding to everyone will quickly earn you a reputation as a
"business spammer" and people will not read any of your emails.
19. Don't use email as your default communication tool. Remember that not all messages are appropriate for email.
Sometimes a short telephone call or a brief office visit is more appropriate and brings back the element of
human relations into an environment that is sometimes inundated with impersonal technology.
20. Subject line for all your emails to customers should be:
Greetings!
This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789.
The Array has dialed home for the error: “Enclosure 0 compute blade A has been removed.”
We’d like to check the status of the box remotely for which we would require the dial-in and login details, since the
remote connection details are not updated in the SR.
Please let us know if there has been any onsite activity due to which the alert might have triggered.
Alternatively, you could give me an appropriate time to setup a WebEx, or you could upload the support materials/SP
collects to the SR for analysis.
Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the
“reply all” option when replying to this email.
**********$*********
2. Dial in is available however unable to dial in:
Hi Abc,
Greetings!
This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789.
The Array has dialed home for the error: “Enclosure 0 compute blade A has been removed.”
We’d like to check the status of the box remotely. We tried to dial in using the remote connection details available in the
instance details, however the dial in failed.
Please let us know if there has been any onsite activity due to which the alert might have triggered.
Alternatively, you could give me an appropriate time to setup a WebEx, or you could upload the support materials/SP
collects to the SR for analysis.
Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the
“reply all” option when replying to this email.
**********$*********
VNX Dial Home Handbook
Greetings!
This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789.
The Array has dialed home for the error: “Enclosure 0 compute blade A has been removed.”
As per the instance details, we seek your permission to dial in, to investigate the issue.
Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the
“reply all” option when replying to this email.
**********$*********
4. Closure E-mail for a three day strike rule:
Hi Abc,
Greetings!
This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789 on 12 th
December 2012.
The Array has dialed home for the error: “Enclosure 0 compute blade A has been removed.”
We tried reaching you over the phone and email for last couple of days however as there was no response from your
end I shall mark this case for closure.
If further investigation is required, please do call us at 1- 800-782- 4362 x 55100 and we would certainly assist you
further.
**********$*********
Greetings!
This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789 on 12th
December 2012.
The Array has dialed home for the error: “Enclosure 0 compute blade A has been removed.”
VNX Dial Home Handbook
We’ve performed a complete health check on the array and noticed that the array is operating normally. However, the
control station is failed over.
We seek your permission to proceed with the reboot of the current active control station so that the control station can
be back online and resume its normal process as primary CS.
Kindly note that rebooting a control station will have no downtime or production impact.
Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the
“reply all” option when replying to this email.
**********$*********
The Array has dialed home for the error: “Enclosure 0 compute blade A has been removed.”
We tried to dial in to the array using the default credentials but the dial in failed. We also noticed that there are no
remote dial in credentials updated either in the site messages or in the instance details.
We’d like to check the status of the box remotely for which we would require the dial in details. Request you to kindly
update the dial in credentials either to the site message or to the instance details so that we can dial in and investigate
the issue.
Alternatively, you could give me an appropriate time to setup a WebEx, or you could upload the support materials/SP
collects to the SR for analysis.
Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the
“reply all” option when replying to this email.
**********$*********
Hi Abc,
Greetings!
This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789. Please be
informed that as per initial investigations done by me it was noticed that there was a bug check on the array. Since we
VNX Dial Home Handbook
do not have the required expertise on this subject, this case has been escalated to the level 2 team for further
investigation of the issue.
Going forward Mark Anthony from the level 2 team will be the point of contact for this case, whom I have looped into
this email. Mark will keep you posted on the progress and status of this case.
Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the
“reply all” option when replying to this email.
**********$*********
Greetings!
Further to my email sent on December 20, 2012 I would like to check for an update on my query.
Response awaited.
Best regards
G. M. Mujahid Sharieff ‡ Storage Support Engineer ‡ EMC2 Unified DH
Please consider the environment before printing this e-mail
From: Sharif, Mujahid
Sent: Thursday, December 20, 2012 7:40 AM
To: Sharif, Mujahid
Cc: VVNXPARTNERDH@emc.com
Subject: SR# 12345678 || Site :: Wipro EMC || Sl No :: VNX123456789
Hi Abc,
Greetings!
This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789.
VNX Dial Home Handbook
The Array has dialed home for the error: “Enclosure 0 compute blade A has been removed.”
We tried to dial in to the array using the default credentials but the dial in failed. We also noticed that there are no
remote dial in credentials updated either in the site messages or in the instance details.
We’d like to check the status of the box remotely for which we would require the dial in details. Request you to kindly
update the dial in credentials either to the site message or to the instance details so that we can dial in and investigate
the issue.
Alternatively, you could give me an appropriate time to setup a WebEx, or you could upload the support materials/SP
collects to the SR for analysis.
Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the
“reply all” option when replying to this email.
Regards,
G.M Mujahid Sharieff
Storage Support Engineer || EMC Unified - VNX DH
: Sun-Thurs, 20:00 hrs. – 05:30 hrs. EST
: 1-800-782-4362 x 55470 || : Mujahid.Sharif@emc.com
**********$*********
As and when there are new changes or updates we will update this document and resend the latest version.
Thank You
EMC2
where information lives