ATTO Technology ExpressPCI UL5D LP User manual

ATTO UL5D Troubleshooting Guide
This document describes troubleshooting techniques that can be used to identify
and resolve issues associated with the ATTO Ultra320 dual channel SCSI host
adapter. Some of these techniques may seem simplistic or overly obvious, but
these are the ones that are commonly overlooked and can take several hours of
frustration to find. It is important to only try one technique at a time. While
changing multiple variables may seem to be a time saver, it usually complicates
the troubleshooting process.
A.) Windows Operating Systems
ÆThe computer will not boot past its Power On Self Test when the host adapter is
installed.
The host adapter may be improperly seated. Power down the computer and
reseat the host adapter.
Try putting the host adapter in a different PCI slot.
Disconnect any SCSI devices from the host adapter and reboot the computer. If
this resolves the issue, investigate the SCSI cables or SCSI target devices as
described in the section below.
If the computer still does not boot, try installing the host adapter in a different
computer. If the host adapter works in the new computer, report this as a
possible interoperability issue between the host adapter and the computer. If the
problem follows the host adapter, replace it with a new adapter.
Verify that the latest version of the computer BIOS is installed. Use caution when
updating the computer’s BIOS. A mistake could leave the system in an unusable
state.
ÆThe UL5D host adapter is installed in the computer but it does not appear during
the system BIOS scan.
Note: The ATTO Technology banner should appear shortly after booting the
computer.
*****************************************************
* ATTO Express PCI ™ Version 2.20 *
* Copyright © 2006 ATTO Technology, Inc. *
*****************************************************
*** Press [Ctrl] [Z] for Setup Utility ****
Channel 0 EPCI UL5D I/O Addr 1000 Controlled by ExpressPCI
Channel 1 EPCI UL5D I/O Addr 1400 Controlled by ExpressPCI
The host adapter may be improperly seated. Power down the computer and
reseat the host adapter.
Try putting the host adapter in a different PCI slot.
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Verify that the latest version of the computer BIOS is installed. Use caution
when updating the computer’s BIOS. A mistake could leave the system in an
unusable state.
Remove any non-vital PCI cards from the system to determine if there is a PCI
bus conflict.
Disconnect any SCSI devices from the host adapter and reboot the computer. If
this resolves the issue, investigate the SCSI cable or SCSI target devices as
described in the section below.
If the computer still does not boot, try installing the host adapter in a different
computer. If the host adapter works in the new computer, try updating the flash
on the host adapter as described in the “Installation and Operations” manual.
Then try it again in the original computer.
oIf it still fails, report this as a possible interoperability issue between the
host adapter and the computer.
oIf the problem follows the host adapter, replace it with a new adapter.
ÆThe computer freezes when the ATTO Banner is displayed during the system
BIOS scan.
Disconnect all devices from the SCSI card and reboot the system.
If the system still freezes:
Remove any non-vital PCI cards from the system to determine if there is a PCI
bus conflict.
Remove the SCSI host adapter and test it in a different computer (not the same
model). If the card works properly, enter the ATTO ExpressPCI Utility during the
system BIOS scan by hitting Control-Z when prompted. Enter the host adapter
configuration menu and disable the BIOS. There may be a BIOS conflict between
the ATTO host adapter and the original computer. Place the host adapter back
into the original machine and reboot.
If this resolves the issue, report this is as a BIOS conflict. Note that you
can continue to operate. Disabling the BIOS will only prevent the
computer from booting from an external drive connected to the host
adapter.
If the computer still hangs, replace the host adapter with a new one.
If the system no longer freezes after disconnecting the SCSI devices:
Check the SCSI devices to make sure that they are all set to different SCSI ID's.
Each device on each SCSI bus must use a unique ID, including the host adapter.
Devices on Bus 1 can have the same IDs as those on Bus 2. By default, the host
adapter uses SCSI ID 7, so devices should use ID's 0 through 6, or 8 through 15.
Check cable integrity. Check the cables for solid connections. Make sure they
are screwed down. Inspect cable ends for bent pins. U320 SCSI requires high
quality cables that are specifically rated for the U320 transmission speeds.
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Boot into Windows and use the ATTO Configuration Tool to verify the host
adapter has its termination set properly. Instructions to do this can be found in
the help portion of the ATTO Configuration Tool.
Verify the external terminator is the same SCSI type as the devices (certified for
Ultra320 SCSI or lower) and does not have damaged pins.
Try attaching SCSI devices one at a time with different cables, adding drives and
cables until the problem occurs. This will help pinpoint the device or cable
causing the problem.
Watch the LED indicators on the SCSI devices before, during, and after startup.
Drive lights should also flash at startup as the SCSI bus is scanned. This may
give a clue as to the root cause of the issue.
ÆThe system’s BIOS scan recognizes the UL5D host adapter, but it does not detect
any of the connected SCSI devices.
Note: The ATTO Technology banner should appear shortly after rebooting the
computer. If the host adapter’s BIOS is set to “enabled” or “scan only”, the
connected devices, SCSI ID and negotiated transfer rate for each of the SCSI
busses will also be displayed.
The SCSI host adapter BIOS may have been set to disabled (factory default:
BIOS enabled). Set it back to Enabled (if you need to boot from an external
device connected to the host adapter) or Scan Only.
Verify the SCSI devices are powered on.
Check the SCSI devices to make sure that they are all set to different SCSI ID's.
Each device on each SCSI bus must use a unique ID, including the host adapter.
Devices on Bus 1 can have the same IDs as those on Bus 2. By default, the host
adapter uses SCSI ID 7, so devices should use ID's 0 through 6, or 8 through 15.
Check cable integrity. Check the cables for solid connections. Make sure they
are screwed down. Inspect cable ends for bent pins. U320 SCSI requires high
quality cables that are specifically rated for the U320 transmission speeds.
Boot into Windows and use the ATTO Configuration Tool to verify the host
adapter has its termination set properly. Instructions to do this can be found in
the help portion of the ATTO Configuration Tool.
Verify the external terminator is the same SCSI type as the devices (certified as
usable for Ultra320 SCSI or lower) and does not have damaged pins.
Try attaching SCSI devices one at a time with different cables, adding drives and
cables until the problem occurs. This will help pinpoint the device or cable
causing the problem.
Watch the LED indicators on the SCSI devices before, during, and after startup.
Drive lights should also flash at startup as the SCSI bus is scanned. This may
give a clue as to the root cause of the issue.
Try putting the host adapter in a different PCI slot.
Try updating the firmware on the host adapter as described in the “Installation
and Operations” manual.
If all else fails, replace the SCSI host adapter.
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ÆThe computer’s BIOS scan recognizes the UL5D host adapter, but only detects
connected SCSI devices on one of the busses. The other bus reports no devices.
Swap the devices and cables from the SCSI bus that appears to be working with
the one having issues. If the issue follows the bus, replace the SCSI host
adapter.
If the issue follows the attached SCSI devices, troubleshoot the attached
devices:
Verify the SCSI devices are powered on.
Check the SCSI devices to make sure that they are all set to different SCSI ID's.
Each device on each SCSI bus must use a unique ID, including the host adapter.
Devices on Bus 1 can have the same IDs as those on Bus 2. By default, the host
adapter uses SCSI ID 7, so devices should use ID's 0 through 6, or 8 through 15.
Check cable integrity. Check the cables for solid connections. Make sure they
are screwed down. Inspect cable ends for bent pins. U320 SCSI requires high
quality cables that are specifically rated for the U320 transmission speeds.
Boot into Windows and use the ATTO Configuration Tool to verify the host
adapter has its termination set properly. Instructions to do this can be found in
the help portion of the ATTO Configuration Tool.
Verify the external terminator is the same SCSI type as the devices (certified as
usable for Ultra320 SCSI or lower) and does not have damaged pins.
Try attaching SCSI devices one at a time with different cables, adding drives and
cables until the problem occurs. This will help pinpoint the device or cable
causing the problem.
Watch the LED indicators on the SCSI devices before, during, and after startup.
Drive lights should also flash at startup as the SCSI bus is scanned. This may
give a clue as to the root cause of the issue.
ÆThe UL5D host adapter is detected during the system’s BIOS scan but it is not
detected by the operating system.
Note: When working properly, the UL5D host adapter will show up in the device
manager.
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The host adapter driver may not be properly installed. Please refer to the host
adapter Installation and Operations manual for instructions on installing your OS
driver.
The firmware and driver may not be at compatible revision levels. The drivers are
updated more frequently than the firmware, therefore the revision levels are
seldom the same. There may be an occasion where the latest driver also
requires a firmware update. Verify from the web site that the latest firmware and
driver version are being used. The firmware version can be viewed when the
host adapter is detected during the computer’s BIOS scan. The driver version
can be verified from within the Device Manager.
ÆThe UL5D host adapter is detected by the operating system, it detects some of the
connected devices on both SCSI busses, but does not detect all of the connected
devices.
Verify the SCSI devices are powered on.
Check the SCSI devices to make sure that they are all set to different SCSI ID's.
Each device on each SCSI bus must use a unique ID, including the host adapter.
Devices on Bus 1 can have the same IDs as those on Bus 2. By default, the host
adapter uses SCSI ID 7, so devices should use ID's 0 through 6, or 8 through 15.
Check cable integrity. Check the cables for solid connections. Make sure they
are screwed down. Inspect cable ends for bent pins. U320 SCSI requires high
quality cables that are specifically rated for the U320 transmission speeds.
Boot into Windows and use the ATTO Configuration Tool to verify the host
adapter has its termination set properly. Instructions to do this can be found in
the help portion of the ATTO Configuration Tool.
Verify the external terminator is the same SCSI type as the devices (certified as
usable for Ultra320 SCSI or lower) and does not have damaged pins.
Try attaching SCSI devices one at a time with different cables, adding drives and
cables until the problem occurs. This will help pinpoint the device or cable
causing the problem.
Watch the LED indicators on the SCSI devices before, during, and after startup.
Drive lights should also flash at startup as the SCSI bus is scanned. This may
give a clue as to the root cause of the issue.
ÆErrors are reported while trying to flash new firmware onto the SCSI host
adapter.
The ATTO Configuration Tool performs validations on the structure of the file. If
it does not pass these validations, the file is rejected. The image file may be
corrupted. Try downloading the image file from the support section of the
website again.
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ÆThe SCSI host adapter fails its Power On Self Test.
The BIOS driver will perform several checks to verify that the host adapter is
functioning. If the BIOS driver determines that the adapter has non-functioning
hardware it will not complete the initialization of the OS driver. If the BIOS driver
determines that the firmware on the adapter is not functioning, then it will
complete the initialization in degraded mode. Under Windows, degraded mode
will not perform I/O but it will allow the end user to flash the adapter with working
FW. The POST failure will be recorded in the Windows Event Log. Try to re-
flash the firmware using the Configuration Tool in Windows. If the problem
persists, replace the host adapter.
ÆThe software application being used to communicate with the attached SCSI
devices reports Parity or communication errors.
Check your cables. There could be slight damage to one conductor causing
intermittent failures. U320 SCSI requires high quality cables that are specifically
rated for the U320 transmission speeds.
Try slowing down the data transmission rate by lowering the sync rate for the
drive in question. To do this, launch the ATTO Configuration Tool. Double click
on the drive you want to change. The current sync rate will be displayed. Lower it
then close and save the changes. Reboot. You can also modify the sync rates by
entering the Control-Z SCSI setup program during boot. If this resolves the
issue, the SCSI device may need to be replaced.
If the issue is not resolved, enable the Event logs as described below and
contact ATTO Technical Support.
ÆErrors are reported while using the ATTO Configuration Tool.
Note: Sometimes when using the ATTO Configuration Tool, an error message
describing an unexpected event or incorrect information discovered by the
application will be displayed.
Use the help text presented with the error message to correct the issue.
The following conditions cause a warning or error message to be posted in the
"Status" area of the configuration utility. These messages will be shown in red.
oAn error occurred loading NVRAM data - The first time a host adapter
channel is highlighted, the application makes an attempt to read NVRAM
from the card. If the size of the NVRAM buffer does not match the expected
size, or if the NVRAM buffer couldn’t be retrieved at all, this message is
displayed.
oWarning: NVRAM could not be read, defaults returned - This message occurs
as a result of corrupt NVRAM. When the driver accesses the NVRAM, a
continuity check is performed on the NVRAM to ensure the returned data is
valid. If this check fails, the driver has no other alternative than to return a
known NVRAM data buffer that represents card defaults. When this situation
occurs the defaults are presented via the graphical user interface and the
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user is informed that the values shown are defaults. These defaults must be
committed in order to correct the state of the NVRAM.
oAn error occurred updating the NVRAM - This message occurs during a
committal of NVRAM to the card. If the driver is unable to put the new
settings on the card, this message is displayed to the user and no changes
are made to the card.
oThis is not a flash file, or it is corrupt – Checks are performed to assure the
proper file has been selected for flashing to the specific model of host
adapter.
B.) Linux Operating Systems
ÆThe host adapter driver was loaded properly and everything was working, but
the devices do not show up after the computer was rebooted. On some Red Hat
Linux distributions, the driver may not automatically load when the system is
booted.
To enable driver autoload in Red Hat 4 Add the following line to
/etc/modprobe.conf after installing the driver:
alias scsi_hostadapterX express2 Where X is the next available #.
To enable driver autoload in Red Hat 3 Add the following line to /etc/rc.modules
after installing the driver:
modprobe express2
(Note: you may need to create /etc/rc.modules and make it executable with
'chmod +x /etc/rc.modules')
ÆThe host adapter can detect the target device at LUN 0 but not the devices at
LUN 1 or higher in Red Hat Linux version 3 with kernel 2.4.
When using version 2.4 of the Linux kernel (eg. Red Hat 3), devices on LUN 1 or
higher may not be detected automatically when the driver is loaded. This is a
known issue with the 2.4 kernel. To manually detect such devices, issue the
following command:
$ echo "scsi add-single-device <h> <b> <t> <l>" > /proc/scsi/scsi
Where <h> is the host, <b> is the bus (always 0 for ATTO drivers), <t> is the
target, and <l> is the LUN. You can confirm that the device has been detected
by checking for it in /proc/scsi/scsi.
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ÆOn certain 64-bit platforms, the driver Makefile may be unable to detect the
correct CPU architecture. When compiling the driver, an error such as
“cc1 : error : CPU you selected does not support x86_64 instruction set”.
This can be resolved by specifying the correct architecture when running the
make command. For example: $make install ARCH=x86_64
ÆThe connected SCSI devices aren’t detected by the operating system.
Verify the driver is loaded by examining the output of the Ismod command for
“express2”.
Check /proc/scsi/scsi to see a list of devices that are known by the operating
system. This will only list the device at LUN 0 and it’s negotiated speed.
ÆThe UL5D host adapter is recognized, but it does not detect any of the connected
SCSI devices. The command dmesg can be used to see what devices are detected
when the driver loads. It will list each device per SCSI bus.
Verify the SCSI devices are powered on.
Check the SCSI devices to make sure that they are all set to different SCSI ID's.
Each device on each SCSI bus must use a unique ID, including the host adapter.
Devices on Bus 1 can have the same IDs as those on Bus 2. By default, the host
adapter uses SCSI ID 7, so devices should use ID's 0 through 6, or 8 through 15.
Check cable integrity. Check the cables for solid connections. Make sure they
are screwed down. Inspect cable ends for bent pins. U320 SCSI requires high
quality cables that are specifically rated for the U320 transmission speeds.
Verify the external terminator is the same SCSI type as the devices (certified as
usable for Ultra320 SCSI or lower) and does not have damaged pins.
Try attaching SCSI devices one at a time with different cables, adding drives and
cables until the problem occurs. This will help pinpoint the device or cable
causing the problem.
Watch the LED indicators on the SCSI devices before, during, and after startup.
Drive lights should also flash at startup as the SCSI bus is scanned. This may
give a clue as to the root cause of the issue.
Try putting the host adapter in a different PCI slot.
Try updating the firmware on the host adapter as described in the “Installation
and Operations” manual.
If all else fails, replace the SCSI host adapter.
ÆThe computer recognizes the UL5D host adapter, but only detects connected
SCSI devices on one of the busses. The other bus reports no devices. The command
dmesg can be used to see what devices are detected on each SCSI bus.
Swap the devices and cables from the SCSI bus that appears to be working with
the one having issues. If the issue follows the bus, replace the SCSI host
adapter.
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If the issue follows the attached SCSI devices, troubleshoot the attached
devices:
Verify the SCSI devices are powered on.
Check the SCSI devices to make sure that they are all set to different SCSI ID's.
Each device on each SCSI bus must use a unique ID, including the host adapter.
Devices on Bus 1 can have the same IDs as those on Bus 2. By default, the host
adapter uses SCSI ID 7, so devices should use ID's 0 through 6, or 8 through 15.
Check cable integrity. Check the cables for solid connections. Make sure they
are screwed down. Inspect cable ends for bent pins. U320 SCSI requires high
quality cables that are specifically rated for the U320 transmission speeds.
Verify the external terminator is the same SCSI type as the devices (certified as
usable for Ultra320 SCSI or lower) and does not have damaged pins.
Try attaching SCSI devices one at a time with different cables, adding drives and
cables until the problem occurs. This will help pinpoint the device or cable
causing the problem.
Watch the LED indicators on the SCSI devices before, during, and after startup.
Drive lights should also flash at startup as the SCSI bus is scanned. This may
give a clue as to the root cause of the issue.
ÆThe UL5D host adapter is detected by the operating system, it detects some of the
connected devices on both SCSI busses, but does not detect all of the connected
devices. The command dmesg can be used to see what devices are detected on each
SCSI bus.
Verify the SCSI devices are powered on.
Check the SCSI devices to make sure that they are all set to different SCSI ID's.
Each device on each SCSI bus must use a unique ID, including the host adapter.
Devices on Bus 1 can have the same IDs as those on Bus 2. By default, the host
adapter uses SCSI ID 7, so devices should use ID's 0 through 6, or 8 through 15.
Check cable integrity. Check the cables for solid connections. Make sure they
are screwed down. Inspect cable ends for bent pins. U320 SCSI requires high
quality cables that are specifically rated for the U320 transmission speeds.
Verify the external terminator is the same SCSI type as the devices (certified as
usable for Ultra320 SCSI or lower) and does not have damaged pins.
Try attaching SCSI devices one at a time with different cables, adding drives and
cables until the problem occurs. This will help pinpoint the device or cable
causing the problem.
Watch the LED indicators on the SCSI devices before, during, and after startup.
Drive lights should also flash at startup as the SCSI bus is scanned. This may
give a clue as to the root cause of the issue.
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C.) Error Log Capabilities
The ATTO Ultra320 SCSI host adapter driver logs all failure related information to
an event log. The user can control the classification of events that are recorded via a
registry setting for Windows and a command line argument for Linux.
The driver records events broken into the following classifications.
•FATAL Records various fatal situations within the driver and card.
•SCSI Records SCSI errors as reported by the card.
•ISP Records errors as reported by the FW of the card.
•LOOP Records event notifications as reported by the FW.
•INFO Records events related to the starting and restarting of the
driver.
We recommend Event Logging only be active for troubleshooting purposes as
performance will be affected and that when in this mode of operation, all flags be
enabled.
To enable the advanced event logging features of the ATTO U320 Dual Channel
SCSI Host Adapter in a Windows environment, please do the following:
•Click “Start” and “Run”.
•Type “regedit” to start the registry editor.
•Follow the tree structure to :
\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\\express2\P
arameters\ATTO
•Right-click the right hand pane and select “New” to create a new registry key.
•Select “DWORD Value”.
•Type “EventLogMask”.
•Double-click “EventLogMask” and enter the value of “FFFFFFFF”.
•Reboot your computer.
Advanced event logging is now enabled. To retrieve the log to provide to support
personnel please do the following:
•Go to “Computer Management”.
•Select “Event Viewer”
•Select “Application”
•Save the file by clicking “Action” and “Save Log File as” [filename].
•This “[Filename]” is what you need to provide to support personnel.
Once you have provided the log and your issue is resolved you may delete the
registry key by doing the following:
•Click “Start” and “Run”.
•Type “regedit” to start the registry editor.
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•Follow the tree structure to :
\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\\express2\P
arameters\ATTO
•Highlight “EventLogMask”, right-click and select “delete”.
NOTE: be careful to only select this key as deleting other keys could harm
your computer.
------------------------------------------------------------------------------------------------------------
To enable the advanced event logging features of the ATTO U320 Dual Channel
SCSI Host Adapter in a Linux environment please do the following:
•Remove the driver (rmmod express2)
•Load the driver with event logging enabled (modprobe express2
event_log_mask=0xfffffff)
•The output can be obtained from dmesg.
To disable event logging under Linux, simply remove the driver with the event log
mask and reload the driver normally.
D.) Escalating issues to Tech Support.
When an error is encountered, please insure you have an answer to each of the following
questions when reporting it as an issue:
QUESTION ANSWERED
1. Computer Model:
2. Operating System:
3. OS Patch Level:
4. PCI slot # and type:
5. ATTO driver version:
6. ATTO firmware revision:
7. List all of the devices attached to the ATTO HBA. Include the manufacturer and
model number for each device:
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8. Did it ever work? Is this a new error that just started happening, or is this an
error that has been around since the first use.
9. Does it happen when you try it with a second host adapter (if possible)? For
example, swap out one host adapter for another and see if error still occurs.
10. Is the latest firmware and driver being used?
11. Is the device in default mode? Are there settings that have been adjusted that
may be causing the problem? Do settings need to be adjusted to allow the device to
function properly?
12. How duplicable is the error? Does the error occur sporadically/randomly, or can
it be reproduced each and every time?
13. If the system was working previously, what changed about the configuration?
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