Avaya Call Management System Sun Fire V880/V890 Computer Hardware Installation, Maintenance, and Troubleshooting 07-600965 May 2006
© 2002 - 2006 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc.
Contents Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Intended users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Conventions and terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents V890 hardware options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Rack mounting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 34 Setting up power. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Peripheral connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Parts list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Removing a hot-plug PCI card . . . . . . . . . . . . . . . . . . Installing a hot-plug PCI card . . . . . . . . . . . . . . . . . . . Configuring the new or replacement card . . . . . . . . . . . . Replacing the graphics card . . . . . . . . . . . . . . . . . . . . . Installing the XVR-100 software packages (V880 and R3V11 only) Replacing SCSI cards . . . . . . . . . . . . . . . . . . . . . . . . . Maintaining HSI/P cards (R3V11 on V880 only) . . . . . . . . . . . Replacing an HSI/P card. . . . .
Contents Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 149 Using the remote console . . . . . . . . . . . . . . . . . . . . . . Redirecting the console using Solaris . . . . . . . . . . . . . Redirecting the local console to the remote console . . . Redirecting the remote console back to the local console Redirecting the console using OpenBoot mode. . . . . . . . Redirecting the local console to the remote console . . .
Contents Reseating HSI/P cards (R3V11 and V880 only) . . . . . . . . . . . . . . . . . . . . Resetting a device alias . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Remote console port problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197 198 200 Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents 8 Avaya CMS Sun Fire V880/V890 Installation, Maintenance, and Troubleshooting May 2006
Preface Avaya Call Management System (CMS) is an application for businesses and organizations that use Avaya communication servers to process large volumes of telephone calls using the Automatic Call Distribution (ACD) feature. Avaya CMS supports solutions for routing and agent selection, multi-site contact centers, remote agents, reporting, interfaces to other systems, workforce management, desktop applications, system recovery, and quality monitoring.
Preface Intended users This document is written for: ● Avaya support personnel ● Avaya factory personnel ● Contact center administrators Users of this document must be familiar with Avaya CMS and the Solaris operating system. Overview This document is organized as follows: 10 ● Installation on page 19 - Describes how to assemble the computer, connect external devices, and turn on the computer. ● Maintenance on page 49 - Describes how to maintain the computer.
Conventions and terminology Conventions and terminology Unless noted otherwise, the phrase "Sun Fire" used in this document applies to both the Sun Fire V880 computer and the Sun Fire V890 computer. If you see any of the following safety labels in this document, take careful note of the information presented. ! CAUTION: Caution statements call attention to situations that can result in harm to software, loss of data, or an interruption in service.
Preface Reasons for reissue The May 2006 version of this document was changed for the following reasons: ● To make general wording and format corrections. Issue 3.0 of this document was changed for the following reasons: ● To add information about the new V890 model of the Sun Fire computer. The V890 is replacing the V880 model beginning with CMS R13.
Reasons for reissue Issue 1.1 of this document was changed for the following reasons: ● To add information about the new Dual FastEthernet and Dual SCSI card. This card is replacing the SunSwift card.
Preface Related documentation You might find the following Avaya CMS documentation useful.
Related documentation Software documents For more information about Avaya CMS software, see: ● Avaya Call Management System Release 13 Software Installation, Maintenance, and Troubleshooting Guide, 07-600954 ● Avaya CMS Open Database Connectivity Version 4.
Preface Call Center documents For more information about Avaya Call Center documents, see: ● Avaya Communication Manager Call Center Software Basic Call Management System (BCMS) Operations, 07-300061 ● Avaya Call Center Call Vectoring and Expert Agent Selection (EAS) Guide, 07-300477 ● Avaya Call Center Automatic Call Distribution (ACD) Guide, 07-300478 ● Avaya Business Advocate User Guide, 07-300653 ● Avaya Call Management System Switch Connections, Administration, and Troubleshooting, 07-300739
Related documentation Platform upgrades and data migration Use a platform upgrade when upgrading to a new hardware platform (for example, upgrading from a SPARCserver 5 to a Sun Netra 210). The new hardware platform is shipped from the Avaya factory with the latest CMS load. Therefore, as part of the upgrade you will have the latest CMS load (for example, R3V9 to R13).
Preface Documentation Web sites For Avaya product documentation, go to http://www.avayadocs.com. Additional information about new software or hardware updates will be contained in future issues of this book. New issues of this book will be placed on the Web site when available. Use the following Web sites to view related support documentation: ● Information about Avaya products and service http://www.avaya.com ● Sun hardware documentation http://docs.sun.com ● Informix documentation http://www.
Installation This section describes how to install the computer and related peripheral equipment. Use the following table to check off each required procedure after completion.
Installation Preparing for installation This section contains the following information that will help you prepare for the computer installation: ● Safety precautions on page 20 ● System precautions on page 21 ● Required tools on page 22 ● Electrical specifications on page 22 ● Physical specifications on page 23 ● Service access specifications on page 23 ● Environmental specifications on page 24 Safety precautions For your protection, observe the following safety precautions when setting up y
Preparing for installation System precautions Ensure that the voltage and frequency of the power outlet that is used matches the electrical rating labels on the equipment. Wear antistatic wrist straps when handling any magnetic storage devices, CPU/Memory boards, or other printed circuit boards. The V880 computer has three autoranging power supplies that use nominal input voltages of 100 to 240 V AC at 47 to 63 Hz.
Installation Required tools You need the following tools to do the installation: ● Phillips #2 screwdriver ● ESD grounding wrist strap ● Antistatic mat Electrical specifications Parameter Value V880 Input ● Nominal voltage range ● Maximum current AC RMS ● AC operating range ● Nominal frequencies ● ● ● ● 100-240 V AC, autoranging 15.0 A @100 VAC 90-264 V rms, 47-63Hz 50 Hz or 60 Hz V890 ● ● ● ● 200-240 V AC, autoranging 8.
Preparing for installation Physical specifications Parameter English value Metric value Height (with casters) 28.1 inches 71.4 centimeters Width 18.9 inches 48.0 centimeters Depth 32.9 inches 83.6 centimeters Weight (min-max)1 194-288 pounds 88-130.6 kilograms Power cords 8.2 feet 2.5 meters 1. The actual weight depends on the installed options.
Installation Environmental specifications For the most reliable system operation: ● The room must have sufficient air conditioning capacity to support the cooling needs of the entire system. ● The air conditioning system must have controls that prevent excessive temperature changes. ● Do not turn on the computer until it has acclimated to the room temperature for at least 24 hours.
Unpacking and inventorying the equipment Unpacking and inventorying the equipment ! WARNING: Never move the system when the power is on. Excessive movement can cause catastrophic disk drive failure. Always turn off the power before moving cabinets. ! WARNING: Always wear an electrostatic discharge (ESD) wrist strap when handling internal components. ! CAUTION: Always have up-to-date system backups before turning the computer off and moving the computer.
Installation Parts list Verify that you have the following components before you start the installation: ! Important: Note: 26 Important: DO NOT install internal hardware shipped loose with the Sun computer at this time. This is done under the direction of a CMS Provisioning engineer at a scheduled appointment time.
Unpacking and inventorying the equipment Determining the computer model This book is written for use with several different models of the Sun Fire computer. The differences between the models are few. This section shows how to identify the different models. Features Each of the different models have distinctive features that will also assist you in determining what model you have.
Installation Computer layout Familiarize yourself with the layout of the computer. The minimum configuration for the computer depends on the model.
Unpacking and inventorying the equipment The layout of the V890 is as follows: ● One CPU/Memory board with two UltraSPARC IV processors and 8-GB total memory ● Four 146-GB disk drives, mirrored two plus two ● One built-in ethernet port ● One Dual Ultra320 SCSI card installed in slot 0 ● One graphics card installed in slot 1 ● One Quad GigaSwift ethernet card installed in slot 6 ● Three power supplies and power cords ● One DVD-ROM drive ● One tape drive ● Two USB ports ● One serial port
Installation Front panel The following figure shows the front of the computer with the disk drive door open. Tape drive Disk drive slots v880_front.
Unpacking and inventorying the equipment Back panel - V880 The following figure shows the back panel of the V880 computer. The slots designated for optional ethernet cards can house the FastEthernet, Quad GigaSwift, or single Gigabit ethernet cards.
Installation Back panel - V890 The following figure shows the back panel of the V890 computer. The slots designated for optional ethernet cards can house the Quad GigaSwift or single Gigabit ethernet cards. See V890 PCI card configuration on page 63 for more information.
Unpacking and inventorying the equipment Hardware options This section includes the following topics: ● V880 hardware options on page 33 ● V890 hardware options on page 33 V880 hardware options . Option Quantity Comments Minimum Maximum CPU/Memory boards 1 4 Each board has two CPU modules and 4-GB memory. PCI I/O cards 2 7 There are nine slots, but only seven slots can be used. For a listing of where the PCI cards can be installed, see V880 PCI card configuration on page 62.
Installation Rack mounting The computer can be rack mounted. For information about rack mounting, see Sun Fire 880 Server Rackmounting Guide or Sun Fire V890 Server Rackmounting Guide at the Sun documentation Web site: http://docs.sun.
Setting up power Setting up power To set up the AC power: 1. Locate the key switch, insert the key, and turn the key switch to the Forced Off position. See the following figure. 2. Connect the IEC 320 end of each power cord to the AC connector of each power supply. For installations outside the United States and Canada, obtain three power cords for your local configuration. 3. Route the power cord through the strain-relief tie-wrap loop located to the right of the supply.
Installation Peripheral connectivity The following figure shows in general how equipment is connected to the computer. The callouts are described in Parts list on page 37. X.25 switch links (R3V11 only) External SCSI devices Black Box C RS-449 - RS-232 interface converter One HSI/P card is used for up to four ACDs. A second HSI/P card is needed for five to eight ACDs.
Parts list Parts list The following table lists the parts that are required to connect most external devices to the computer. For information about switch connections for CMS, see Avaya Call Management System Switch Connections, Administration, and Troubleshooting.
Installation Connecting the monitor, keyboard, and mouse To connect the monitor, keyboard, and mouse to the computer: 1. Attach the monitor video cable to the graphics card. Tighten the thumbscrews to secure the connection. See the following figure. 2. Connect the monitor power cord to an approved AC power outlet. 3. Attach the USB keyboard cable to one of the USB ports. 4. Attach the USB mouse cable to the other USB port.
Connecting the remote console modem Connecting the remote console modem This section describes how to connect the remote console modem to the computer. This modem allows personnel at a remote support center to dial in and do maintenance. The modem is a U.S. Robotics Sportster 33.6 Faxmodem in the U.S. and Canada or a modem provided locally for installations outside of the U.S. and Canada. The following figure shows remote console modem connectivity. .
Installation Connecting to external interfaces This section describes the external interfaces connected to the computer. This section includes the following topics: ● Connecting the switch link on page 40 ● Connecting to the customer network on page 40 Connecting the switch link Use either of the following two ways to connect the CMS computer to a switch: ● TCP/IP over a dedicated local area network (LAN) segment.
Turning on the system and verifying POST Turning on the system and verifying POST Once you assemble the system, including the loose hardware that is shipped with the system that you installed with help from CMS Provisioning, turn on the system and verify the results of the Power-On Self Test (POST). To turn on the system and verify POST: 1. Verify that the key switch is in the Forced Off position. See the following figure. 2.
Installation 6. Press and release the power button to the left of the key switch to turn on the system. Note: Note: The POST diagnostics occur each time that you turn on the system. The POST diagnostics test the basic system components and can take several minutes. While the system turns on, the power LED on the monitor flashes. 7. Press Stop+A simultaneously as soon as the monitor power LED lights steadily and the Sun logo is displayed on the monitor. The ok prompt is displayed. 8.
Turning on the system and verifying POST 11. Enter: probe-ide This verifies that the system sees the DVD drive (IDE model in V890). A message that is similar to the following example is displayed: Device 0 ( Primary Master ) Removeable ATAPI Model: TOSHIBA DVD-ROM SD-M1712 Device 1 ( Primary Slave ) Not Present 12. Verify that the DVD is recognized. If it is not recognized, see Troubleshooting disk drives and DVD drives on page 186 for more information. 13.
Installation Identifying installed PCI cards If there are problems with the PCI cards, do the following to troubleshoot the problem. If all PCI cards are operational, you can skip this procedure. At the command prompt, enter: /usr/platform/‘uname -m‘/sbin/prtdiag -v | pg In the section IO Cards, there is a listing of the PCI cards. The following examples are some of the entries you might see. The display you see depends on your specific configuration. . .
Identifying installed PCI cards You can also use the cfgadm command to display the following information about the cards in the PCI slots: Ap_Id . . pcisch0:hpc1_slot0 pcisch0:hpc1_slot1 pcisch0:hpc1_slot2 pcisch0:hpc1_slot3 pcisch2:hpc2_slot4 pcisch2:hpc2_slot5 pcisch2:hpc2_slot6 pcisch3:hpc0_slot7 pcisch3:hpc0_slot8 . .
Installation Setting the remote console modem options The computer uses a modem for remote console access. The U.S. Robotics Sportster 33.6 Faxmodem is used in the U.S. and Canada. Outside of the U.S. and Canada, modems are purchased and set up according to local practices. For instructions about connecting the modem, see Connecting the remote console modem on page 39. New Sportster 33.6 faxmodems that come from the factory usually work with the CMS without any special option settings.
Setting the remote console modem options 7. Enter the following commands: AT AT&F1 (loads the factory default configuration into active memory) AT&W0 (writes the current configuration to NVRAM template Y0) Note: Note: Use numerical ones and zeros when entering the options. 8. After you enter the options, disconnect from the modem by entering a tilde and a period (~.). The following message is displayed: Disconnected 9.
Installation Turning the system over for provisioning After completing the physical installation of the system, the installation continues with software provisioning. This is normally done with the support of the Avaya CMS Provisioning group.
Maintenance This section describes the following maintenance procedures: ● Precautions on page 50 ● Computer layout on page 51 ● Turning the computer off and on on page 54 ● Accessing components inside the computer on page 56 ● Using an ESD wrist strap on page 59 ● Maintaining PCI cards on page 60 ● Maintaining disk drives on page 96 ● Replacing the DVD drive on page 119 ● Maintaining tape drives on page 124 ● Maintaining CPU/Memory boards on page 134 ● Replacing a power supply on page
Maintenance Precautions ! DANGER: Hazardous energy levels are present inside the system when the system remains connected to a power source, regardless of the key switch position. Also, hazardous energy levels are present in the system's batteries even when all AC power cords are disconnected. Ensure that you follow the safety procedures in the owner's guide or service manual. ! WARNING: The graphics card, SCSI cards, and High-Speed Serial Interface/PCI (HSI/P) cards are not hot-pluggable cards.
Computer layout Computer layout The following figures identify the basic hardware components of the computer: ● Front panel on page 51 ● Rear panel - V880 on page 52 ● Rear panel - V890 on page 53 Front panel The following figure shows the front of the computer with the disk drive door open. Tape drive Disk drive slots v880_front.
Maintenance Rear panel - V880 The following figure shows the back panel of the V880 computer. The slots designated for optional ethernet cards can be either Quad GigaSwift ethernet cards or single Gigabit ethernet cards.
Computer layout Rear panel - V890 The following figure shows the back panel of the V890 computer. The slots designated for optional ethernet cards can be either Quad GigaSwift ethernet cards or single Gigabit ethernet cards.
Maintenance Turning the computer off and on Use the following procedures to turn the computer off and on. To turn off the computer: 1. Log in to the system as root. 2. Enter: /usr/sbin/shutdown -y -i0 -g0 This shuts down the system. The ok prompt is displayed at the local console. 3. Press and release the front panel power button to turn off the system. Wait for the front panel Power/OK LED to turn off. 4. Turn the key switch to the Forced Off position. See the following figure.
Turning the computer off and on To turn on the computer: 1. Turn on any external SCSI devices, starting with the device that is farthest from the system and working toward the system. 2. Turn on the system monitor. 3. Turn the key switch to the normal On position. See the following figure. 4. Press and release the power button to the left of the key switch to turn on the system. Note: Note: The POST diagnostics occurs each time that you turn on the system. The POST tests the basic system components.
Maintenance Accessing components inside the computer For most of the maintenance procedures, you must open the side doors and, in some cases, remove the side doors. This section includes the following topics: ● Opening and removing a side door on page 56 ● Replacing and closing a side door on page 58 Opening and removing a side door ! CAUTION: CAUTION: Avoid keeping doors open for extended periods of time while the system is operating. All doors must be closed to prevent automatic thermal shutdown.
Accessing components inside the computer 3. Open the door 90 degrees and pull it up until the mounting pins clear the brackets on the rear panel. See the following figure. 4. Set the door in a safe place.
Maintenance Replacing and closing a side door To replace and close a side door: 1. Position the side door mounting pins over the corresponding holes in the chassis rear panel and lower the side door into place. See the following figure. 2. Close the side door. 3. Lock the side door of the computer using the system key. 4. Replace the system key to the key switch.
Using an ESD wrist strap Using an ESD wrist strap Before you work on components inside the computer: 1. Unless otherwise instructed, make sure that the computer is plugged in to AC power. 2. Unless hot-plugging a device, make sure that the power is off. 3. Attach the ESD wrist strap to the chassis frame and to your wrist. See the following figure.
Maintenance Maintaining PCI cards This section includes the following topics: ● Required references on page 60 ● Precautions on page 61 ● PCI card configuration on page 61 ● PCI card compatibility with CMS loads on page 64 ● Maintaining hot-plug PCI cards on page 65 ● Replacing the graphics card on page 74 ● Installing the XVR-100 software packages (V880 and R3V11 only) on page 78 ● Replacing SCSI cards on page 79 ● Maintaining HSI/P cards (R3V11 on V880 only) on page 83 ! WARNING: WARNI
Maintaining PCI cards Precautions ! WARNING: WARNING: The graphics card, High-Speed Serial Interface/PCI (HSI/P) cards, and SCSI cards are not hot-pluggable cards. Before replacing these cards, you must turn off the computer. For information on how to replace the graphics card, see Replacing the graphics card on page 74. For information on how to replace SCSI cards, see Replacing SCSI cards on page 79.
Maintenance V880 PCI card configuration The cards are installed in the slots shown in the following table. The minimum configuration has either a SunSwift card or a Dual FastEthernet and Dual SCSI card in Slot 2 and the graphics card in slot 7.
Maintaining PCI cards V890 PCI card configuration The cards are installed in the slots shown in the following table. The minimum configuration has a Dual Ultra320 SCSI card in slot 0, the graphics card in slot 1, and a Quad GigaSwift ethernet card in slot 6. Slot Card Number Type 8 33/66MHz, 3.3V 7 33/66MHz, 3.
Maintenance PCI card compatibility with CMS loads There are software compatibility issues with the following PCI cards. HSI/P X.25 interface card The HSI/P X.25 interface card is supported with CMS R3V9 and R3V11. It is not supported on CMS R12 or later. GigaSwift four port ethernet card The GigaSwift 4444A four port ethernet card requires the following loads: ● CMS r3v12ca.d or later ● Any CMS R13 load The GigaSwift 4445A four port ethernet card requires the following loads: 64 ● CMS R3V11ai.
Maintaining PCI cards Maintaining hot-plug PCI cards Some of the PCI cards used with the computer can be added, removed, or replaced without shutting down the computer. This procedure is called "hot-plugging" and uses a feature called "Dynamic Reconfiguration" that enables you to reconfigure system hardware while the system is running. The procedures in this section describe how to add and remove PCI cards that support hot-plug operation.
Maintenance PCI slot LEDs for hot-plug operation The PCI slot LEDs are located on the vertical bracket on the right side of the PCI slots and are visible when the left door is open. There is a hot-plug button and three LEDs for each PCI slot, as shown below. Hot-plug buttons The PCI slot LEDs are defined as follows: Icon Name LED function Power on Lights when the slot is receiving power.
Maintaining PCI cards The following table shows how to interpret the PCI slot LED patterns. Icon Interpretation Off Off Off The slot power is off. A card can be safely inserted to start a hot-plug operation. On Blinking Off The installed card is being tested, configured, or unconfigured, or the card is turned on but logically detached from the operating system. On Off Off The slot power is on and the card is operating normally. Off On On The PCI card has encountered a fault.
Maintenance Preparing a hot-plug card for removal Before you remove a hot-plug card, you must verify that the devices residing on the card are not currently in use. In most cases, the card you are removing is faulty and not operating, but you must still first check to make sure the card is not in use by the operating system. To prepare a hot-plug card for removal: 1. Enter: cfgadm This displays the PCI card configuration before you remove a card.
Maintaining PCI cards ! Important: Important: If you are removing the ethernet cards to rearrange them in the correct order (see Reconfiguring PCI network cards on page 61 for more information), label the network cables so you can reconnect them to the correct network cards and ports. 6. Press the hot-plug button for the card you are removing. The Fault LED for the slot blinks while the card is being unconfigured. 7. When the OK-to-Remove LED lights, the card can be removed from the computer.
Maintenance 9. Carefully pull the card from the I/O board. See the following figure. 10. A message similar to the following is displayed in the console window: Jun 6 12:55:24 sys_name picld[98]: Device PCI1_CARD removed 11. Place the card on an antistatic mat or in an antistatic bag. 12. Do one of the following: 70 ● If you are replacing the card, continue with Installing a hot-plug PCI card on page 71.
Maintaining PCI cards Installing a hot-plug PCI card To install a card: 1. Enter: cfgadm This displays the PCI card configuration before you add a card. Make sure the slot is available for a new card. Recheck the configuration after you have added the card. 2. Make sure that the front panel key switch is not in the locked position. If it is, move the key switch to the diagnostic or normal position. 3. Open the left door. 4.
Maintenance 9. Insert the PCI card into the slot on the I/O board. Make sure that the card is fully seated. See the following figure. When the card is inserted, the amber OK-to-Remove LED lights and a message similar to the following is displayed on the console window: Jun 6 12:55:24 sys_name picld[98]: Device PCI1_CARD inserted 10. Rotate the purple PCI retaining clip over the back of the card faceplate until it snaps into place. 11. Press the hot-plug button for the card you are installing.
Maintaining PCI cards 12. Connect the external cables to the card. ! Important: Important: If you are installing the ethernet cards to rearrange them in the correct order (see Reconfiguring PCI network cards on page 61 for more information), label the network cables so you can reconnect them to the correct network cards and ports. 13. Remove the ESD wrist strap. 14. Return the key switch to its original position. 15. Close the side door.
Maintenance Replacing the graphics card The graphics card provides an interface for the local monitor. ! Important: Important: The graphics card does not support hot-plug operation. You must shut down the system and turn off power before installing or replacing a card. To replace a graphics card: 1. Log in to the system as root. 2. Enter: cfgadm This displays the PCI card configuration before you replace a card. Recheck the configuration after you have replaced the card. 3.
Maintaining PCI cards ! DANGER: DANGER: Be sure to turn the key switch to the Forced Off position before handling any internal components. Otherwise, it is possible for a user to restart the system remotely while you are working inside it. The Forced Off position is the only key switch position that prevents an RSC user from restarting the system. 6. Open the left door. 7. Attach one end of an ESD antistatic wrist strap to the system chassis sheet metal and attach the other end to your wrist.
Maintenance 10. Carefully pull the card from the I/O board. See the following figure. 11. Place the card on an antistatic mat or in an antistatic bag.
Maintaining PCI cards 12. Insert the new graphics card into the slot on the I/O board. Make sure that the card is fully seated. See the following figure. 13. Rotate the purple PCI retaining clip over the back of the card faceplate until it snaps into place. 14. Connect the monitor cable to the card. 15. Remove the ESD wrist strap. 16. Close the left door. 17. Reattach the monitor cable. 18.
Maintenance 23. If you just installed an XVR-100 graphics accelerator card on a CMS R3V11 V880, continue with Installing the XVR-100 software packages (V880 and R3V11 only) on page 78. Installing the XVR-100 software packages (V880 and R3V11 only) The XVR-100 software packages must be installed after you install a new XVR-100 graphics accelerator card. If you are replacing an existing XVR-100 graphics accelerator card, you do not have to reinstall this software.
Maintaining PCI cards Replacing SCSI cards The following cards that support SCSI connections can be found in the V880 and V890 computers: ● Dual Ethernet and Dual SCSI card (V880 only) ● SunSwift SCSI card (V880 only) ● Dual Ultra320 SCSI card (V890 only) To replace any of these SCSI cards: 1. Log in to the system as root. 2. Enter: cfgadm This displays the PCI card configuration before you replace a card. Recheck the configuration after you have replaced the card. 3.
Maintenance ! DANGER: DANGER: Be sure to turn the key switch to the Forced Off position before handling any internal components. Otherwise, it is possible for a user to restart the system remotely while you are working inside it. The Forced Off position is the only key switch position that prevents an RSC user from restarting the system. 6. Open the left door. 7. Attach one end of an ESD antistatic wrist strap to the system chassis sheet metal and attach the other end to your wrist.
Maintaining PCI cards 12. Carefully pull the card from the I/O board. See the following figure. 13. Place the card on an antistatic mat or in an antistatic bag.
Maintenance 14. Insert the new SCSI card into the slot on the I/O board. Make sure that the card is fully seated. See the following figure. 15. Rotate the purple PCI retaining clip over the back of the card faceplate until it snaps into place. 16. For the Dual Ultra320 SCSI card on the V890 only, reattach the internal SCSI cable to the card. 17. Remove the ESD wrist strap. 18. Close the left door. 19. Reattach the cables. 20.
Maintaining PCI cards Maintaining HSI/P cards (R3V11 on V880 only) An HSI/P card supports X.25 switch links. For eight links, two HSI/P cards and two quad cables are needed. If the system uses TCP/IP signaling for all links, HSI/P cards are not needed. HSI/ P cards are not supported for CMS R12 and later. ! Important: Important: The HSI/P card does not support hot-plug operation. You must shut down the system and turn off power before installing or replacing a card.
Maintenance 5. Turn the key switch to the Forced Off position. See the following figure. ! DANGER: DANGER: Be sure to turn the key switch to the Forced Off position before handling any internal components. Otherwise, it is possible for a user to restart the system remotely while you are working inside it. The Forced Off position is the only key switch position that prevents an RSC user from restarting the system. 6. Open the left door. 7.
Maintaining PCI cards 10. Pinch the purple PCI card retaining clip until it releases from the back of the card and rotate the clip outward. See the following figure.
Maintenance 11. Carefully pull the card from the I/O board. See the following figure. 12. Place the card on an antistatic mat or in an antistatic bag.
Maintaining PCI cards 13. Insert the new HSI/P card into the slot on the I/O board. Make sure that the card is fully seated. See the following figure. 14. Rotate the purple PCI retaining clip over the back of the card faceplate until it snaps into place. 15. Remove the ESD wrist strap. 16. Close the left door. 17. Reattach the HSI/P quad cable. 18. Turn on any external SCSI devices, starting with the device that is farthest from the system and working toward the system. 19. Turn on the system monitor. 20.
Maintenance Installing the first HSI/P card or a pair of HSI/P cards To install the first HSI/P card or a pair of HSI/P cards: 1. Verify that you have a recent CMSADM file system backup before you change card configurations. 2. Log in to the system as root. 3. Enter: cfgadm This displays the PCI card configuration before you add a card. Recheck the configuration after you have added the card. 4. Enter: /usr/sbin/shutdown -y -i0 -g0 This shuts down the system. 5.
Maintaining PCI cards 9. Open the left door. 10. Attach one end of an ESD antistatic wrist strap to the system chassis sheet metal and attach the other end to your wrist. See Using an ESD wrist strap on page 59 for more information. 11. Identify the slot in which you want to install the HSI/P cards. Slot 3 is recommended for the first HSI/P card and slot 4 is recommended for the second HSI/P card. 12.
Maintenance 14. Insert the first HSI/P card into slot 3 on the I/O board. Make sure that the card is fully seated. See the following figure. 15. Rotate the purple PCI retaining clip over the back of the card faceplate until it snaps into place. 16. If installing a second HSI/P card in slot 4, repeat Steps 12 through 15. 17. Remove the ESD wrist strap. 18. Close the left door. 19.
Maintaining PCI cards 24. Enter: boot -r This reboots the system so that it recognizes the new HSI/P cards. Note: Sometimes the system fails to recognize a newly installed HSI card. If this happens, the command show-devs does not show the HSI card and /var/ adm/messages fails to recognize the card upon bootup. See the troubleshooting chapter of Avaya Call Management System Switch Connections, Administration, and Troubleshooting for information about troubleshooting HSI/P cards. Note: 25.
Maintenance 6. Select the ACD that you want to set up. 7. Accept the existing defaults for the following: ● Switch name ● Switch model (release) ● Vectoring ● Expert agent ● Central office disconnect supervision ● Local port ● Remote port 8. Select "X.25" and a specific link number when prompted for the link information. 9. Repeat Steps 4 through 8 for each ACD that will use the HSI card. 10. Enter: cmssvc The CMS Services menu is displayed. 11. Select the run_cms option. 12. Turn on CMS. 13.
Maintaining PCI cards Adding a second HSI/P card Use the following procedure to add a second HSI/P card to a system that is already in operation. To add a second HSI/P card: 1. Verify that you have a recent CMSADM file system backup before you change card configurations. 2. Log in to the system as root. 3. Enter: cfgadm This displays the PCI card configuration before you add a card. Recheck the configuration after you have added the card. 4. Enter: /usr/sbin/shutdown -y -i0 -g0 This shuts down the system.
Maintenance 8. Turn off any external SCSI devices, starting with the device that is closest to the system and working toward the farthest device. 9. Open the left door. 10. Attach one end of an ESD antistatic wrist strap to the system chassis sheet metal and attach the other end to your wrist. See Using an ESD wrist strap on page 59 for more information. 11. Identify the slot in which you want to install the HSI/P card. Slot 4 is recommended for the second HSI/P card. 12.
Maintaining PCI cards 14. Insert the HSI/P card into slot 4 on the I/O board. Make sure that the card is fully seated. See the following figure. 15. Rotate the purple PCI retaining clip over the back of the card faceplate until it snaps into place. 16. Remove the ESD wrist strap. 17. Close the left door. 18.
Maintenance Maintaining disk drives This section includes the following topics: ● Prerequisites on page 96 ● Disk drive compatibility with CMS loads on page 96 ● Disk drive configurations on page 96 ● Required references on page 98 ● Replacing disk drives on page 98 ● Adding disk drives (optional) on page 116 Prerequisites If possible, do a CMSADM backup before you add or replace a disk drive. See your CMS software installation, maintenance, and troubleshooting document for this procedure.
Maintaining disk drives The following diagram shows a six-disk configuration on a V880: Tape drive Disk drive slots 3 4 5 0 1 2 six_disk_layout.cdr The disks are mirrored as follows: ! Important: Primary Mirror Boot disk pair Slot 0 Slot 3 First data disk pair Slot 1 Slot 4 Second data disk pair (optional on V880 only) Slot 2 Slot 5 Important: Each pair of disks must be the same size. For example, if the disk in slot 0 is 146-GB, the disk in slot 3 must also be 146-GB.
Maintenance Required references You need access to the following documents to do the disk maintenance procedures: ● The CMS software installation, maintenance, and troubleshooting document for your CMS release ● Sun Fire 880 Server Service Manual or Sun Fire V890 Server Service Manual at the Sun documentation Web site: http://docs.sun.
Maintaining disk drives Replacing a single boot disk or replacing data disks If you are replacing a single boot disk or a data disk, you can hot-plug the disk drives without shutting down the system. To remove and replace a single boot disk or a data disk: 1. Unlock and open the front door. 2. Identify which disk drives must be replaced. 3. Enter the following commands: cd / luxadm probe The name of the fiber channel loop is displayed.
Maintenance Note: Note: The system will display a warning if a problem is detected with any of the disk drives. SUNWGS INT FCBPL DISK STATUS SLOT DISKS (Node WWN) 0 On (O.K.) 20000004cf81e68a 1 On (O.K.) 20000004cf81e851 2 Not Installed 3 On (O.K.) 20000004cf81e4d4 4 On (O.K.
Maintaining disk drives 7. Enter: luxadm remove loop_name,snumber where loop_name is the name of the fiber channel loop, and where number is the slot number for the disk drive. Example: luxadm remove FCloop,s3 A message similar to the following is displayed: WARNING!!! Please ensure that no filesystems are mounted on these device(s). All data on these devices should have been backed up.
Maintenance 11. Using your thumb and forefinger, push the drive latch upward to release the drive handle. Swing the handle away from the drive until you feel the drive connector disengage from the backplane. Do not use excessive force. See the following figure. 12. Holding the drive by the handle, carefully slide it out of the drive bay. 13. Place the drive on an antistatic mat or in an antistatic bag. 14. Press Enter.
Maintaining disk drives 15. Enter: luxadm insert The following message is displayed: Please hit when you have finished adding Fibre Channel Enclosure(s)/ Device(s): 16. Release the drive handle on the replacement disk drive. Use your thumb and forefinger to pinch the drive latch upward to open it. 17. Align the disk drive with its drive bay. Orient the drive so that the drive handle hinge faces the bottom of the drive bay. 18.
Maintenance 22. Press Enter. A message similar to the following is displayed: Waiting for Loop Initialization to complete... New Logical Nodes under /dev/dsk and /dev/rdsk : c1t3d0s0 c1t3d0s1 c1t3d0s2 c1t3d0s3 c1t3d0s4 c1t3d0s5 c1t3d0s6 c1t3d0s7 No new enclosure(s) were added!! Note: Note: Ignore the message No new enclosure(s) were added!!. 23.
Maintaining disk drives Replacing both boot disks To replace both boot disk drives: 1. If the system is operating, enter: /usr/sbin/shutdown -y -i0 -g0 The system shuts down and displays the ok prompt. 2. Press and release the front panel power button to turn off the system. Wait for the front panel Power/OK LED to turn off. 3. Turn the key switch to the Forced Off position. See the following figure.
Maintenance 8. Using your thumb and forefinger, push the drive latch upward to release the drive handles for the disks in slots 0 and 3. Swing the handle away from the drive until you feel the drive connector disengage from the backplane. Do not use excessive force. See the following figure. 9. Holding the drive by the handle, carefully slide it out of the drive bay. 10. Place the drive on an antistatic mat or in an antistatic bag. 11. Release the drive handle on the replacement disk drive.
Maintaining disk drives 13. Holding the drive by its handle, fit the drive into the guide rails at the top and bottom of the drive bay. See the following figure. 14. Slide the drive into the bay until it barely contacts the backplane. 15. Press carefully on the center of the drive. The drive handle begins to close as the drive engages its backplane connector. 16. Press the handle toward the drive until the latch closes, securing the drive in place. 17. Repeat this procedure for both boot disk drives. 18.
Maintenance 23. Enter the following commands: setenv auto-boot? false reset-all The system reboots to the ok prompt. 24. Enter: probe-scsi This verifies that the system recognizes all of the disk devices, including the newly installed ones.
Maintaining disk drives Setting up the disk drives After you replace defective disk drives, do one of the following, depending on drives replaced: Drives replaced Procedure One boot disk Partition the new boot disk drive (see Partitioning disk drives on page 109). Continue with the procedures in "Recovering a mirrored system after disk failure" in the maintenance chapter of the CMS software installation, maintenance, and troubleshooting document for your CMS release.
Maintenance Disk partition values During the disk partitioning procedure, you must enter the size of each partition. Since disk models change often, see the software installation, maintenance, and troubleshooting document for your current CMS release to verify the correct disk partitioning values. Boot disks: The following table lists the boot disk drives. These partition sizes are entered in Gigabytes (gb).
Maintaining disk drives Data disks: The following table lists the data disk drives. These partition sizes are entered in Gigabytes (gb) and cylinders (c).
Maintenance Partitioning and formatting a disk To partition and format a disk: 1. At the system prompt, enter: format A message that is similar to the following example is displayed: Searching for disks...done AVAILABLE DISK SELECTIONS: 0. c1t0d0 /pci@8,600000/SUNW,qlc@2/fp@0,0/ssd@w500000e010ad48e1,0 1. c1t1d0 /pci@8,600000/SUNW,qlc@2/fp@0,0/ssd@w500000e010ad39f1,0 2.
Maintaining disk drives 3.
Maintenance b. Enter the partition ID tag from the table. For partition 0, press Enter to accept the default of unassigned. Enter partition id tag [unassigned]: The system prompts for permission flags. c. Enter the permission flag, usually wm or wu. The system prompts for the starting cylinder. d. Enter the number of the starting cylinder from the table. For example: Enter new starting cyl [0]: 0 The system prompts for the partition size. e. Enter the partition size from the table.
Maintaining disk drives 12. Enter: y A message similar to the following is displayed: Begin format. The current time is Formatting... done Verifying media... pass 0 - pattern = 0xc6dec6de 4923/26/7 pass 1 - pattern = 0x6db6db6d 4923/26/7 Total of 0 defective blocks repaired. format> 13. If you added more than one disk drive, enter disk, and repeat Steps 2 through 12 for each drive. 14. After you have partitioned each drive, enter: q 15.
Maintenance Adding disk drives (optional) If you are adding a pair of data disks (optional), you can hot-plug the disk drives without shutting down the system. To add a pair of data disks: 1. Unlock and open the front door. 2. Enter the following commands: cd / luxadm insert The following message is displayed: Please hit when you have finished adding Fibre Channel Enclosure(s)/ Device(s): 3.
Maintaining disk drives 6. Holding the drive by its handle, fit the drive into the guide rails at the top and bottom of the drive bay. See the following figure. 7. Slide the drive into the bay until it barely contacts the backplane. 8. Press carefully on the center of the drive. The drive handle begins to close as the drive engages its backplane connector. 9. Press the handle toward the drive until the latch closes, securing the drive in place. 10. Press Enter.
Maintenance 11. Wait for the green light on the drive you just installed to light steadily (not flashing) before installing another drive. 12. Repeat Steps 2 through 11 for the data disk installed in slot 5. 13. Close the front door and, if necessary, lock it. 14. Enter: cmssvc The CMS Services menu is displayed. Note: Note: If the system also displays the following message, you must first turn on IDS before continuing with Step 15. cmssvc: Warning IDS off-line.
Replacing the DVD drive Replacing the DVD drive To replace the DVD drive: 1. Remove any disks from the drive. 2. Log in to the system as root. 3. Enter: /usr/sbin/shutdown -y -i0 -g0 This shuts down the system. The ok prompt is displayed at the local console. 4. Press and release the front panel power button to turn off the system. Wait for the front panel Power/OK LED to turn off. 5. Turn the key switch to the Forced Off position. See the following figure.
Maintenance 8. Remove the two screws securing the front cover to the front of the system. See the following figure. 9. Remove the front cover. 10. Disconnect the data and power cables from the back of the drive.
Replacing the DVD drive 11. Remove the two screws that secure the drive to the chassis. See the following figure. 12. Slide the drive out through the front of the chassis.
Maintenance 13. Do one of the following: ● On the IDE model DVD in the V890, set the IDE interface to the Primary Master position. This setting is done using the jumpers on the back of the drive as shown in the following diagram. ● On the SCSI model DVD in the V880, set the SCSI address to 6. The address is set by placing jumpers on locations ID4 and ID2 as shown in the following diagram. The 5220K jumper should already be in place. 5220K ID1 ID2 SCSI jumpers ID4 IDE jumpers dvd_jumpers.cdr 14.
Replacing the DVD drive 23. Reboot the system by entering the following commands: ! CAUTION: CAUTION: If you fail to enter these commands, any reboots that you do in the future will stop at the boot prompt instead of proceeding through the normal boot-up process. setenv auto-boot? true boot This reboots the system.
Maintenance Maintaining tape drives This section includes the following topics: ● Tape drive compatibility on page 124 ● Ordering tapes on page 124 ● Cleaning the tape drive on page 125 ● Replacing the internal tape drive on page 126 ● Adding and removing an external tape drive for data migration on page 129 Tape drive compatibility The DDS-4 tape drive used with the V880 is not the same model used with the Sun Enterprise 3500.
Maintaining tape drives Cleaning the tape drive This section describes how you clean the tape drive. Note: Note: CMS computers do not ship with tape drive cleaning tapes. Avaya recommends that customers purchase at least one cleaning tape as soon as the computer is installed and in service. The number of cleaning cycles available on a cleaning cartridge depends on the manufacturer of the cartridge. Regular cleaning is recommended to maximize tape drive performance.
Maintenance Replacing the internal tape drive To replace the internal tape drive: 1. Remove any tapes from the drive. 2. Log in to the system as root. 3. Enter: /usr/sbin/shutdown -y -i0 -g0 This shuts down the system. The ok prompt is displayed at the local console. 4. Press and release the front panel power button to turn off the system. Wait for the front panel Power/OK LED to turn off. 5. Turn the key switch to the Forced Off position. See the following figure.
Maintaining tape drives 8. Remove the two screws securing the front cover to the front of the system. See the following figure. 9. Remove the front cover. 10. Disconnect the data and power cables from the back of the drive. 11. Remove the two screws that secure the drive to the chassis. 12. Slide the drive out through the front of the chassis. 13. Set the SCSI address on the new drive using the jumpers on the back of the drive. Set the tape drive to 5. See the following figure.
Maintenance 15. Connect the drive data and power cables to the back of the drive. 16. Replace the front cover. 17. Remove the ESD wrist strap. 18. Close the side doors. 19. Turn on the system. Do not put the key switch in the locked position. As the system powers up, the power LED on the monitor flashes. 20. Press Stop+A simultaneously as soon as the monitor power LED lights steadily and the Sun logo is displayed on the monitor. The ok prompt is displayed. 21.
Maintaining tape drives Adding and removing an external tape drive for data migration To temporarily add an external tape drive for data migration, and remove the tape drive when the migration is complete: 1. Log in to the system as root. 2. Enter the following commands: cd /dev/rmt pwd The pwd command verifies that you are in the /dev/rmt directory. 3. Enter: rm * This removes tape drive device files.
Maintenance ! DANGER: DANGER: Be sure to turn the key switch to the Forced Off position before handling any internal components. Otherwise, it is possible for a user to restart the system remotely while you are working inside it. The Forced Off position is the only key switch position that prevents an RSC user from restarting the system. 7. Turn off the system monitor. 8. Turn off any external SCSI devices, starting with the device that is closest to the system and working toward the farthest device. 9.
Maintaining tape drives 18. Reboot the system by entering the following commands: ! CAUTION: CAUTION: If you fail to enter these commands, any reboots that you do in the future will stop at the boot prompt instead of proceeding through the normal boot-up process. setenv auto-boot? true boot -r This reboots the system so that it recognizes the new configuration. 19. Use the external tape drive to migrate data onto the system. 20.
Maintenance 25. Turn the key switch to the Forced Off position. See the following figure. ! DANGER: DANGER: Be sure to turn the key switch to the Forced Off position before handling any internal components. Otherwise, it is possible for a user to restart the system remotely while you are working inside it. The Forced Off position is the only key switch position that prevents an RSC user from restarting the system. 26. Turn off the system monitor. 27.
Maintaining tape drives 34. Enter: probe-scsi-all In its default configuration, the computer should list two SCSI devices: the internal tape drive (Target 5) and the DVD drive (Target 6). 35. Reboot the system by entering the following commands: ! CAUTION: CAUTION: If you fail to enter these commands, any reboots that you do in the future will stop at the boot prompt instead of proceeding through the normal boot-up process.
Maintenance Maintaining CPU/Memory boards This section describes how to replace or add memory modules and CPU/Memory boards.
Maintaining CPU/Memory boards Checking the current memory and CPU configuration To check the current memory size, memory configuration, and CPU configuration: 1.
Maintenance Shutting down the system To shut down the system: 1. Enter: /usr/sbin/shutdown -y -i0 -g0 The system shuts down. 2. Press and release the front panel power button to turn off the system. Wait for the front panel Power/OK LED to turn off. 3. Turn the key switch to the Forced Off position. See the following figure. ! DANGER: DANGER: Be sure to turn the key switch to the Forced Off position before handling any internal components.
Maintaining CPU/Memory boards Removing a CPU/Memory board To add memory or replace a CPU/Memory board, you must first remove the CPU/Memory board. To remove a CPU/Memory board: 1. Open the right door. 2. Attach one end of an ESD antistatic wrist strap to the system chassis sheet metal and attach the other end to your wrist. See Using an ESD wrist strap on page 59 for more information. 3. Identify the CPU/Memory board that you want to remove. 4.
Maintenance 5. Rotate the CPU/Memory board ejection levers out so that the CPU/Memory board connectors disengage from the motherboard. See the following figure. 6. Pull the CPU/Memory board from the chassis. 7. Place the CPU/Memory board on an antistatic mat or in an antistatic bag. Replacing memory This section describes the procedures used to replace memory on a CPU/Memory board that you have already removed from the system (see Removing a CPU/Memory board on page 137).
Maintaining CPU/Memory boards 2. Remove the plastic cover on the CPU/Memory board. Push the tabs in until you can lift the cover free of the CPU/Memory board shroud. See the following figure. 3. Identify which modules you are removing. 4. Applying even pressure on both levers, push down on the ejection levers at each end of the memory module until the memory module pops out of the socket. See the following figure. 5. Grasp the top corners of the memory module and pull it up and out of the socket. 6.
Maintenance 8. Holding the bottom edge of the module parallel to the socket, align the module so that each of the contacts is centered on a socket pin. See the following figure. 9. Push firmly and evenly on both ends of the memory module until the bottom edge is firmly seated in the socket. You will hear a click when the ejection levers are in the locked position. 10. Replace the plastic cover on the CPU/Memory board. 11. Continue with Installing a CPU/Memory board on page 140.
Maintaining CPU/Memory boards ! WARNING: WARNING: If you do not remove the dust cover from the motherboard CPU/Memory board connectors, installing a CPU/Memory board in that slot may damage the motherboard and the CPU/Memory board. 5. If a CPU air baffle is installed in the CPU/Memory board slot, remove the air baffle. Pull the plastic tab on the air baffle and rotate the baffle from its slot. Place the CPU air baffle into an empty CPU air baffle slot on the underside of the chassis top.
Maintenance 6. Make sure that the ejection levers on the CPU/Memory board are pointed out, rotated at 90 degrees. See the following figure. 7. Slide the CPU/Memory board into the guides in the chassis. Slide the board into the system until the connectors on the board begin to engage the sockets on the motherboard and the ejection levers begin to contact the bracket. 8. Push in the two ejection levers simultaneously until the board is fully engaged in its slot. 9.
Maintaining CPU/Memory boards Restarting the system To restart the system: 1. Turn on any external SCSI devices, starting with the device that is farthest from the system and working toward the system. 2. Turn on the system monitor. 3. Turn on the system. This reboots the system so that it recognizes the new configuration. 4. When the system comes back up, log in as root. 5.
Maintenance 6. Verify that the memory size that is displayed is correct, and compare it to the value that you recorded before you added the new memory. If the new memory size is not correct, shut down the system, turn off the power, and verify that all the memory modules are properly seated. 7.
Replacing a power supply Replacing a power supply In normal conditions, a power supply can be replaced without shutting down the system. However, a power supply must always occupy bays 0 and 1. If a power supply in bay 0 or 1 fails, you must leave the failed power supply in its bay until you are able to install a functioning replacement power supply. A failed power supply in bay 0 or 1 continues to act as an air baffle, channeling airflow to cool the bottom row of disk drives in the disk cage.
Maintenance 4. Loosen the two captive Phillips screws securing the power supply to the system rear panel. See the following figure. 5. Pull the power supply out from its bay. Use one hand to pull the power supply out while using the other hand to support the power supply as it is removed from the system. ! Important: Important: When hot-swapping a power supply, do not disengage and reengage the supply in rapid succession.
Replacing a power supply 7. Slowly slide the new power supply into its bay until the connectors on the power supply are fully engaged with the connectors on the power distribution board. See the following figure. 8. Tighten the two captive screws that secure the power supply to the chassis. 9. Connect the AC power cord to the power supply. Insert the power cord through the strain-relief tie-wrap loop, located to the right of the supply. Tighten the tie-wrap to secure the connection.
Maintenance 148 Avaya CMS Sun Fire V880/V890 Installation, Maintenance, and Troubleshooting May 2006
Troubleshooting This section includes the following topics: ● Using the remote console on page 150 ● Tools on page 157 - Using the prtdiag command on page 158 - Using the cfgadm command on page 164 - System messages on page 165 - OpenBoot PROM firmware tests on page 166 - OpenBoot diagnostic tests on page 172 - POST diagnostic messages on page 175 - OpenBoot initialization commands on page 176 - Diagnosing status indicators on page 177 - Sun Validation Test Suite (VTS) on page 185 ● Troubleshooting dis
Troubleshooting Using the remote console If your system does not boot, or if the system cannot be diagnosed locally, remote support personnel might want to redirect control of the console port from the local console to a dialed-in remote console. Redirecting the console allows support personnel to do maintenance remotely as if they were at the local console.
Using the remote console 3. At the remote console, enter: y The following message is displayed at the remote console: ttya administration removed 4. At the remote console, enter: /cms/install/bin/abcadm -c -b 9600 ttya The following message is displayed at the remote console: This change requires a reboot to take affect Are you ready to reboot? [y,n,?] 5. At the remote console, enter: y The following message is displayed at the remote console: done desktop auto-start disabled Proceeding to reboot.
Troubleshooting Redirecting the remote console back to the local console ! CAUTION: CAUTION: Do not enter Ctrl+D from the remote console to exit the system without first redirecting control back to the local console. If you do, you may lock yourself from using the console locally or remotely. To redirect control of the console port from the remote console back to the local console: 1.
Using the remote console Redirecting the console using OpenBoot mode This procedure describes how to use the OpenBoot mode to redirect the local console to serial port A. Use the OpenBoot mode to redirect the remote console port when the Solaris method does not work. This typically occurs when the system will not boot. Redirecting the local console to the remote console To redirect control of the console port from the local console to a dialed-in remote console: 1.
Troubleshooting 6. At the local console, enter: boot The following occurs: ● The system begins to shut down. ● Shutdown, reset, and reboot messages are displayed on the local console. ● When the system starts to come back up, the local console goes blank. ● The system boot diagnostics are displayed on the remote console. ● After the system reboots, a console login: prompt is displayed on the remote console. 7. Log in to the remote console as root.
Using the remote console Method 1: from the remote console : To redirect control of the console port from the remote console back to the local console: 1.
Troubleshooting Method 2: from the local site: The onsite technician will use this procedure from the local site. Use this method only when Method 1 will not work. ! CAUTION: CAUTION: This method of redirecting the console port should be done only as a last resort. This procedure resets the NVRAM defaults to the Sun factory settings. These settings will remain in effect until the next reboot. This procedure could also cause loss of data and disk failure, and could require a disk restore.
Tools Tools There are several tools available to help diagnose hardware problems.
Troubleshooting Using the prtdiag command The prtdiag command displays system diagnostic information. To display this diagnostic information, enter: /usr/platform/‘uname -m‘/sbin/prtdiag -v | pg The following is an example of the results for the V880 computer.
Tools ========================= Environmental Status ========================= System Temperatures (Celsius): ------------------------------Device Temperature Status --------------------------------------CPU0 63 OK CPU2 70 OK MB 29 OK IOB 25 OK DBP0 24 OK ================================= Front Status Panel: ------------------Keyswitch position: NORMAL System LED Status: GEN FAULT [OFF] REMOVE [OFF] DISK FAULT [OFF] POWER FAULT [OFF] LEFT THERMAL FAULT [OFF] RIGHT THERMAL FAULT [OFF] LEFT DOOR [OFF]
Troubleshooting Fan Bank : ---------Bank ---CPU0_PRIM_FAN CPU1_PRIM_FAN CPU0_SEC_FAN CPU1_SEC_FAN IO0_PRIM_FAN IO1_PRIM_FAN IO0_SEC_FAN IO1_SEC_FAN IO_BRIDGE_PRIM_FAN IO_BRIDGE_SEC_FAN Speed ( RPMS ) -------2158 2307 0 0 4054 4000 0 0 3448 0 Status --------[ENABLED] [ENABLED] [DISABLED] [DISABLED] [ENABLED] [ENABLED] [DISABLED] [DISABLED] [ENABLED] [DISABLED] Fan State --------OK OK OK OK OK OK OK OK OK OK ================================= Power Supplies: --------------Supply -----PS0 PS1 PS2 Status -
Tools The following is an example of the results for the V890 computer. System Configuration: Sun Microsystems System clock frequency: 150 MHz Memory size: 8192 Megabytes sun4u Sun Fire V890 ========================= CPUs =============================================== Run E$ Brd CPU MHz MB --- ----- ---- ---A 0, 16 1350 16.0 A 2, 18 1350 16.0 CPU CPU Impl. Mask ------- ---US-IV 3.1 US-IV 3.
Troubleshooting ========================= Environmental Status ========================= System Temperatures (Celsius): ------------------------------Device Temperature Status --------------------------------------CPU0 73 OK CPU2 76 OK MB 31 OK IOB 28 OK DBP0 29 OK ================================= Front Status Panel: ------------------Keyswitch position: NORMAL System LED Status: GEN FAULT [OFF] REMOVE [OFF] DISK FAULT [OFF] POWER FAULT [OFF] LEFT THERMAL FAULT [OFF] RIGHT THERMAL FAULT [OFF] LEFT D
Tools Fan Bank : ---------Bank ---CPU0_PRIM_FAN CPU1_PRIM_FAN CPU0_SEC_FAN CPU1_SEC_FAN IO0_PRIM_FAN IO1_PRIM_FAN IO0_SEC_FAN IO1_SEC_FAN IO_BRIDGE_PRIM_FAN IO_BRIDGE_SEC_FAN Speed ( RPMS ) -------2307 2419 0 0 3125 3030 0 0 3529 0 Status --------[ENABLED] [ENABLED] [DISABLED] [DISABLED] [ENABLED] [ENABLED] [DISABLED] [DISABLED] [ENABLED] [DISABLED] Fan State --------OK OK OK OK OK OK OK OK OK OK ================================= Power Supplies: --------------Supply -----PS0 PS1 PS2 Status -----------
Troubleshooting Using the cfgadm command The cfgadm command displays diagnostic information about CPU/Memory boards, SCSI controllers, and PCI cards. To display this diagnostic information, enter: cfgadm The following is an example of the results for the computer.
Tools System messages System messages can alert you to system problems, such as a device that is about to fail. By default, many of the messages are displayed on the system console and are stored in /var/ adm. You can display system messages with the dmesg command. Here are some factors to keep in mind: ● A list of the most recent messages is displayed. ● The /var/adm directory contains several message files. The most recent messages are in /var/adm/messages and in /var/adm/messages.0.
Troubleshooting OpenBoot PROM firmware tests The OpenBoot PROM (OBP) on-board firmware performs a routine set of firmware and hardware tests. Note: Different versions of Solaris have different versions of the OpenBoot commands. Not all commands are available with every version.
Tools Test descriptions The following table lists some of the OpenBoot PROM On-Board firmware test commands. Note that for some commands, test results are displayed. For other commands, the ok prompt is displayed when the test is finished. Command Description probe-ide Displays the recognized V890 IDE DVD drive. probe-scsi Displays the recognized disk drives and backplanes. probe-scsi-all Displays the recognized disk drives, backplanes, tape drives, and V880 SCSI DVD drives.
Troubleshooting Probing disk drives This test checks all disk drives. Symptom: The internal disk drives are reporting errors. Solution: To check the status of the disk drives: 1. Enter: /usr/sbin/shutdown -y -i0 -g0 This shuts down the system. 2. At the ok prompt, enter the following commands: setenv auto-boot? false reset-all The system resets. 3.
Tools Probing all SCSI media devices This test checks all media devices. Symptom: The tape, DVD, or external disk drives are reporting errors. Solution: To check the status of the media devices: 1. Enter: /usr/sbin/shutdown -y -i0 -g0 to shut down the system. 2. At the ok prompt, enter the following commands: setenv auto-boot? false reset-all The system resets. 3.
Troubleshooting 5. When you finish testing, enter the following commands: ! CAUTION: CAUTION: If you fail to enter these commands, any reboots that you do in the future will stop at the boot prompt instead of proceeding through the normal boot-up process. setenv auto-boot? true boot -r The system reboots. Probing the IDE DVD device (V890 only) This test checks the DVD drive on the V890. Symptom: The DVD is reporting errors. Solution: To check the status of the DVD device: 1.
Tools 5. When you finish testing, enter the following commands: ! CAUTION: CAUTION: If you fail to enter these commands, any reboots that you do in the future will stop at the boot prompt instead of proceeding through the normal boot-up process. setenv auto-boot? true boot -r The system reboots.
Troubleshooting OpenBoot diagnostic tests OpenBoot Diagnostics (OBDiag) is a menu-driven diagnostic tool that diagnoses system hardware. OBDiag performs root-cause failure analysis on the referenced devices by testing internal registers, confirming subsystem integrity, and verifying device functionality. To use the OpenBoot diagnostic tests: 1. From the root login, turn off CMS. 2. Enter: /usr/sbin/shutdown -y -i0 -g0 The system shuts down and the ok prompt is displayed. 3.
Tools Test descriptions See the following table for a summary of OpenBoot Diagnostic test commands. The command numbers are not shown since they vary for the different computers. Command name SUNW,hme@0,1 Description ● Resets the Ethernet channel. ● Performs Ethernet channel engine internal loopback. ● Enables the LAN data to be routed back to the receive MII data outputs. ● Enables MII transmit data to be routed to the MII receive data path.
Troubleshooting Command name Description ide@1 Tests the IDE controller. i2c@1,2e Tests the devices monitored by the I2C environmental monitoring bus (temperature sensors, fans, power supplies, system fault LEDs, thermal fault LEDs, and front panel key switch). i2c@1,30 i2c@1,50002e i2c@1,500030 keyboard@x Tests the USB keyboard. network@x,x Tests the ethernet ports, including internal and external loopback tests. pmc@1,300700 Tests the registers of the power management controller.
Tools POST diagnostic messages To use the Power On Self Test (POST) messages (during a reboot) to diagnose remote hardware problems: 1. At the ok prompt, enter: boot 2. Scan the displayed messages on the screen. Watch for error messages. You can identify problems more accurately if you are familiar with the system power-on initialization messages. These messages show you the types of functions the system performs at various stages of system start-up.
Troubleshooting OpenBoot initialization commands The following table describes OpenBoot initialization commands that are provided by the system. These commands are useful in some situations in which the system fails to boot. Command Description Press Stop Bypasses POST. This command does not depend on the security mode. Note: Some systems bypass POST as a default. In such cases, use the Stop+A key combination to start POST. Press Stop+A 176 Stops POST.
Tools Diagnosing status indicators Many hardware components of the computer have LEDs that can be used to diagnose problems.
Troubleshooting Several status indicators provide general system status, alert you to system problems, and help you to determine the location of system faults: ● At the top of the status and control panel, three general status LEDs provide a snapshot of the system status. ● Below the power button and security key switch, a graphical display provides additional LED icons to indicate specific fault conditions and locations. The general status LEDs work in conjunction with the specific fault LED icons.
Tools Thermal fault This amber LED lights to indicate a serious thermal fault (fan fault or overtemperature condition) that is likely to bring down the system. There are two Thermal Fault LEDs in the display to indicate whether the fault is located on the left or right side of the system. In the event of a fan fault, a fault LED inside the system will indicate the faulty fan assembly.
Troubleshooting The PCI slot LEDs are defined as follows: Name Icon LED function Power on Lights when the slot is receiving power. Fault Blinks while the card is being tested, when a hot-plug operation is in progress, or when the card is turned on but logically detached from the operating system. Stays lit if the card encounters a fault. OK-to-remove Lights when it is safe to remove the card.
Tools Power supply status indicators There are three LEDs located on the rear panel of each power supply. See the following figure. The following table describes the function of each LED. Name Icon LED Function Fault Lights when the power supply encounters a fault. AC-present status Lights when AC power input is present and within acceptable operating limits. DC status Lights when all DC outputs are functional and within acceptable operating limits.
Troubleshooting Disk drive status indicators The disk fault LED on the system status and control panel indicates the general status of the disk subsystem. The disk fault LED lights when a fault is detected in the disk subsystem. LEDs inside the system indicate the fault status of individual disk drives. There are three LEDs (Activity, Fault, OK-to-remove) for each disk drive. The disk drive LEDs are located on the front of the disk cage, as shown below.
Tools The following table shows how to interpret the disk drive LED patterns. Icon Interpretation Activity Fault OK-to-remove Off Off Off The slot power is off. A disk drive can be safely inserted as part of a hot-plug operation. Rapid blinking Off Off The disk drive is spinning up or down. Slow blinking Off Off The disk drive is being configured or unconfigured during a hot-plug operation. On Off Off The disk drive is up to speed and operating normally.
Troubleshooting Tape drive status indicators The tape drive LEDs show the following status: ● Tape LED (green) - The LED flashes to show activity (loading, unloading, reading, and writing). The LED is steady when a cartridge is loaded and the tape drive is ready to begin operation. ● Clean LED (amber) - The LED flashes to indicate that a cartridge is near the end of its life, or that the heads need cleaning.
Tools Sun Validation Test Suite (VTS) The SunVTS supports diagnostics in the following areas: ● Connection test - Minimal access of device to verify its accessibility and availability. ● Functional test (default) - Detailed tests to thoroughly test the device or system when the system is offline (CMS must be turned off). A stress mode in the system or test option can be set only within the offline mode. The stress mode is an extension of offline.
Troubleshooting Troubleshooting disk drives and DVD drives This section describes the symptoms of disk drive and DVD drive failures and suggests solutions to correct the problem. Symptom: The operating system reports a disk drive read, write, or parity error or reports a DVD drive read error or parity error. Solution: Replace the drive that is indicated in the failure message. The operating system identifies the internal drives as shown in the following table.
Troubleshooting disk drives and DVD drives 4. Verify that all of the disk drives are recognized. This example indicates that the system controller has successfully probed the device and that the motherboard is operating correctly. If the probe-scsi test fails to show all of the installed disk drives, you may have to replace the disk drive. 5.
Troubleshooting 3.
Troubleshooting disk drives and DVD drives Symptom: The DVD drive fails to respond to commands. Solution: To test the IDE model DVD drive (V890 only): 1. Enter: /usr/sbin/shutdown -y -i0 -g0 to shut down the system. 2. At the ok prompt, enter the following commands: setenv auto-boot? false reset-all The system resets. 3.
Troubleshooting Troubleshooting tape drives Use the following procedures to troubleshoot tape drives: ● Checking tape status ● Reassigning device instance numbers for tape devices on page 192 Checking tape status For many procedures, you must identify what tape drive, by device path, you will use for the procedure.
Troubleshooting tape drives To determine what device paths are available on your system: 1. Insert a tape into the tape drive. 2.
Troubleshooting Reassigning device instance numbers for tape devices As tape drives are added to and removed from a system, the device instance numbers can get out of sequence with the number of tape drives. For example, if a system has two tape drives, and one is removed, the system may accidentally try to use a tape drive that no longer exists. To reassign device instance numbers for tape devices: 1. Log in to the system as root. 2.
Recovery procedures Recovery procedures This section provides solutions for the following problems: ● Preserving data after a system failure on page 193 ● Loss of power on page 194 ● Probe command warnings on page 196 ● Reseating HSI/P cards (R3V11 and V880 only) on page 197 ● Resetting a device alias on page 198 ● Remote console port problems on page 200 Preserving data after a system failure Enter the sync command at the ok prompt to force any information on its way to the hard disk to be wri
Troubleshooting Loss of power If the system loses power, it is recommended (but not required) that you empty the DVD-ROM and tape drives. The system boots from the hard disk drive by default. Turning on the computer 1. Turn on any external SCSI devices, starting with the device that is farthest from the system and working toward the system. 2. Turn on the system monitor. 3. Turn the key switch to the On position. See the following figure. 4.
Recovery procedures Turning off the computer 1. Log in to the system as root. 2. Enter: /usr/sbin/shutdown -y -i0 -g0 This shuts down the system. 3. Press and release the front panel power button to turn off the system. Wait for the front panel Power/OK LED to turn off. 4. Turn the key switch to the Forced Off position. See the following figure. ! DANGER: DANGER: Be sure to turn the key switch to the Forced Off position before handling any internal components.
Troubleshooting Probe command warnings Symptom: When running any of the probe commands, the following message is displayed: This command may hang the system if a Stop-A or halt command has been executed. Please type reset-all to reset the system before executing this command. Do you wish to continue [Y/N]. ! CAUTION: CAUTION: Do not continue. Answer n. Do not answer y. Solution: To recover from this condition: 1. Enter: n This stops the probe command. 2.
Recovery procedures Reseating HSI/P cards (R3V11 and V880 only) The HSI/P cards may appear to be faulty when they just need to be reseated in the PCI slot. Before you replace the card, try reseating the card. To reseat an HSI/P card: 1. Log in to the system as root. 2. Enter: /usr/sbin/shutdown -y -i0 -g0 This shuts down the system. 3. Press and release the front panel power button to turn off the system. Wait for the front panel Power/OK LED to turn off. 4. Turn the key switch to the Forced Off position.
Troubleshooting 9. Reinsert the HSI/P card into the slot on the I/O board. Make sure that the card is fully seated. 10. Rotate the purple PCI retaining clip over the back of the card faceplate until it snaps into place. 11. Remove the ESD wrist strap. 12. Close the left door. 13. Reattach the HSI/P quad cable. 14. Turn on any external SCSI devices, starting with the device that is farthest from the system and working toward the system. 15. Turn on the system monitor. 16. Turn on the system.
Recovery procedures 4. Add @0,0 at the end of the line as shown in the following example: nvalias disk /pci@8,600000/SUNW,qlc@2/fp@0,0/disk@0,0 Adding the @0,0 gives the command the target and slice of the primary boot device. 5.
Troubleshooting Remote console port problems This section contains problems you may encounter with the remote console port. Symptom: The remote console port will not initialize for dialing in or dialing out. Solution: To correct this problem: 1. Enter: sacadm -l If the system status reports NO_SAC, the port is not working properly. 2.
Recovery procedures 7. Enter: /usr/lib/saf/sac -t 300 This restarts SAC. 8. Enter: sacadm -l Confirm that SAC is running. The system should report the port status as ENABLED. 9. Enter: /cms/install/bin/abcadm -i -b 9600 ttya The following message should be displayed: ttya set to incoming port 9600 baud If this message is not displayed, escalate the problem using the normal channels. Symptom: The system cannot dial out to report alarms using the Alarm Origination Manager (AOM).
Troubleshooting 2. Enter: ./log_error -e 30001 -d "test alarm" This sends a test alarm. 3. Enter: ./alarm_view -p TEST -a TEST_ALARM This will display the test alarm. 4. Enter: ./alarm_resolve -p TEST -a TEST_ALARM This resolves the test alarm. 5. Enter: tail -f aom_log The AOM log file is displayed. 6. If you change an AOM parameter, such as the product ID or the telephone number, you must turn AOM off and back on again to recognize the new parameters.
Glossary Automatic Call Distribution (ACD) A switch feature. ACD is software that channels high-volume incoming call traffic to agent groups (splits or skills). Also an agent state where the extension is engaged in an ACD call (with the agent either talking to the caller or the call waiting on hold). Boot disk A disk that contains the Solaris operating system and customer data. CMS Call Management System (CMS).
TPE 204 Avaya CMS Sun Fire V880/V890 Installation, Maintenance, and Troubleshooting May 2006
Index Index A accessing components inside the computer ACD switch link setup . . . . . . . . . . adding disk drives . . . . . . . . . . . . . . external tape drive for data migration . . pair of data disks . . . . . . . . . . . second HSI/P card . . . . . . . . . . . . . . . 56 . . . . . 91 . . . . . . . . . . . . 98, 116 . . 129 . . 116 . . 93 B back panel . . . . . . . . . . . . . . . . . . . 31, 32 boot disks . . . . . . . . . . . . . . . . . . . . . 110 . . . . . . . . . . . . . . . . . . . .
Index installation . . . . . . . . . . . checklist . . . . . . . . . . installing CPU/Memory board . . . . . first HSI/P card . . . . . . . hot-plug PCI card . . . . . . HSI/P card . . . . . . . . . HSI/P software and patches . I/O cards . . . . . . . . . . pair of HSI/P cards . . . . . inventory of parts . . . . . . . . . . . . . . . . . 19 . . . . . . . . . . 19 ordering tapes . . . . . . . . . . . . . . . . . . 124 . . . . . . . . P . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Index removing CPU/Memory board . . . . . . . . . external tape drive for data migration . hot-plug PCI card . . . . . . . . . . side door . . . . . . . . . . . . . . replacing boot disks . . . . . . . . . . . . . both boot disks . . . . . . . . . . . data disks . . . . . . . . . . . . . disk drives . . . . . . . . . . . . . DVD-ROM drive . . . . . . . . . . graphics card . . . . . . . . . . . . HSI/P card . . . . . . . . . . . . . internal tape drive . . . . . . . . . . memory . . . . . . . . . . . . . .
Index 208 Avaya CMS Sun Fire V880/V890 Installation, Maintenance, and Troubleshooting May 2006