Promise SuperTrak SX6000 Reference guide

Version 5a
©2002 Promise Technology, Inc. All Rights Reserved.
Offline Array Recovery Procedures
SuperTrak SX6000 and UltraTrak
This document describes the procedures for protecting data and restoringarraystatus to
arraysthat have gone OFFLINE. Promise Arrayproducts report several conditions during
operation. OFFLINE is the most serious. However, manyOFFLINEconditions can be
corrected and the data on the disk drives maybepreserved.
Below is a chart of the various array conditions and their meanings.
Array Condition Meaning
Functional Online and ready for use.
Synchronizing The process of verifying data integrity by recalculating
redundant data and matching the data on the disk drives.
Rebuilding The process of reconstructing an array in critical mode by
placing redundant data on a replacement disk drive.
Critical Degraded array condition due to a failed or removed disk
drive. Fault tolerance is lost but the data is still accessible.
Triggers Rebuilding.
Offline Degraded array condition due to two failed or removed disk
drives. Fault tolerance is lost. The data is not accessible.
User intervention is required.
Disk Drive Condition Meaning
Functional Online and ready for use.
Needs Rebuilding Disk drive failed. Causes Critical array condition and will
trigger Rebuilding. If this condition repeats, remove and test
the disk drive.
Disk drive removed. Causes Critical array condition. Will
trigger Rebuilding when installed.
Rebuilding The process of reconstructing data on a disk drive.
Arrays are composed of disk drives. A disk drive failure causes an array failure. The
Promise RAID controller automatically initiates Rebuilding as corrective action. When a
hot spare drive is available, the hot spare will replace the failed drive. If a hot spare drive
is not available, the RAID controller will attempt to rebuild the array by rebuilding the
failed disk drive.
If the RAID controller successfully rebuilds the failed disk drive, the array will be
restored to FUNCTIONAL status. If the RAID controller repeatedly attempts to rebuild the
same disk drive, user intervention is required to remove that drive for testing and possible
replacement. The first section of this document, Notification and Diagnosis, deals with
this issue.

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User intervention is always required when multiple drives have failed or a failure takes
place because a drive has been removed from the array. The procedures for protecting
data and restoring array status differ depending on when and how the array goes offline.
These cases are described in subsequent sections of this document.
Contents
Warnings ............................................................................................................................. 3
Notification and Diagnosis ................................................................................................. 4
SuperTrak SX6000.................................................................................................. 4
Automatic Rebuild...................................................................................... 5
Remove a Disk Drive for Testing ............................................................... 6
Testing a Disk Drive ................................................................................... 7
Results and Action ...................................................................................... 7
UltraTrak................................................................................................................. 8
Automatic Rebuild...................................................................................... 8
Remove a Disk Drive for Testing ............................................................... 9
Testing a Disk Drive ................................................................................. 10
Results and Action .................................................................................... 11
Promise Array Management ................................................................................. 12
Automatic Rebuild.................................................................................... 13
Other Components ............................................................................................................ 14
Suggestions for Test and Correction..................................................................... 14
Case 1: Array goes OFFLINE during rebuilding. ................................................................ 15
Case 2: After reboot, the array again goes OFFLINE during rebuilding............................. 16
Recovery Procedure for Case 2............................................................................. 17
Alternative Recovery Procedure for Case 2.......................................................... 18
Case 3: Array goes offline due to a general power problem............................................. 19
Case 4: Array goes OFFLINE due to a disk power problem. .............................................. 20
Case 5: Array goes OFFLINE because the wrong disk was
removed from a CRITICAL array. ....................................................................... 21
Case 6: Array goes OFFLINE for an unknown reason. ....................................................... 22
SuperTrak BIOS Recovery Procedure .............................................................................. 23
Recovery Requirements ........................................................................................ 23
Obtain information on the current array ............................................................... 24
Delete the current array......................................................................................... 26
Create a new array ................................................................................................ 27
UltraTrak Recovery Procedure ......................................................................................... 29
Recovery Requirements ........................................................................................ 29
Obtain information on the current array ............................................................... 30
RAID Level............................................................................................... 30
Drive Assignments.................................................................................... 30
Delete the current array......................................................................................... 32
Create a new array ................................................................................................ 33

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Warnings
•Many of the procedures in this document involve data-deletion
operations. Follow the instructions carefully to avoid or minimize
permanent loss of your data.
•Begin with Notification and Diagnosis to identify the problem with your
system.
•Then move to the related Case. Do not start with a Recovery Procedure.
Recovery Procedures involve a substantial amount of work and a certain
degree of risk, neither of which may be necessary to restore your array.
•If array status is OFFLINE, do NOT change the order (placement) of the
disk drives. Rearranging the disk drives will result in data loss.
•If array status is OFFLINE, do NOT move the disk drives to another
SuperTrak PC or UltraTrak unit. This action may cause an unexpected
error.
•If array status is CRITICAL due to a disk problem, there is no data
redundancy.
•If you are not clear about how to protect your data and recover array
status, please contact Promise Technical Support for assistance.
•If you remove a disk drive, reconnect it to its original Channel.
•Shut down the UltraTrak and your computer before removing or
installing disk drives.

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Notification and Diagnosis
When a disk drive encounters a problem serious enough to make it fail, your Promise
RAID product will notify you of the condition. The method of notification depends on
which Promise product you have. Three methods are listed here: SuperTrak SX6000,
UltraTrak and Promise Array Management (PAM).
SuperTrak SX6000
If an array problem arises during routine computer operation, the SuperTrak controller
beeps every three seconds to alert you to the existence of a problem. As soon as possible,
close any running applications and restart your computer. During boot-up, the SuperTrak
BIOS displays a screen like this:
SuperTrak SX6000 (tm) BIOS Version 1.10.0 (Build 7)
(c) 2001 Promise Technology, Inc. All rights reserved.
ID MODE SIZE TRACK-MAPPING STATUS
1 5X3 Data/Parity 122478M 1108/255/63 Critical
Problem is detected with Array: 1
Press <Ctrl-F> to enter Array BIOS Configuration Utility...
In the example above, Array 1 is critical, meaning that a disk drive has failed. To find out
which one, press Ctrl-F to enter the configuration utility.
SuperBuild Array Utility 1.10 (c) 2001 Promise Technology, Inc.
[ Main Menu ]
Auto Setup....................[ 1 ]
View Drive Assignments .......[ 2 ]
View/Define Array.............[ 3 ]
Delete Array..................[ 4 ]
Controller Configuration......[ 5 ]
Press 1..5 to Select Option [ESC]..Exit
[ Keys Available ]
The utility main menu (above) give you choices of action to take. Press 3 to View Array.
The Define Array Menu appears (below).

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Automatic Rebuild
SuperBuild Array Utility 1.10 (c) 2001 Promise Technology, Inc.
[ Define Array Menu ]
[ Keys Available ]
Array No RAID Level Total Drv Capacity (MB) Status
Array 1 RAID5 3 61234 Rebuilding CH3 52%
Array 2 ----- ----- ----- -----
Array 3 ----- ----- ----- -----
Array 4 ----- ---- ----- -----
Array 5 ----- ---- ----- -----
Array 6 ----- ---- ----- -----
Note: * --Bootable Array
[ ] Up [ ] Down [ESC] Exit [Enter] Select [Space] Change Boot Drive
SuperTrak controller will attempt to rebuild the data on the failed drive. If it can, the
Define Array Menu will display Rebuilding progress and the target disk drive (above).In
this example, the drive on Channel 3 is being rebuilt and progress currently at 52 percent.
Allow the SuperTrak controller to rebuild the disk drive.
•If this action corrects the problem, return the array to service.
•If the array goes CRITICAL again and the SuperTrak controller tries to rebuild the same
disk drive, shut down the computer and remove the drive for testing, as described in
Remove a Disk Drive for Testing, below.
SuperBuild Array Utility 1.10 (c) 2001 Promise Technology, Inc.
[ Define Array Menu ]
[ Keys Available ]
Array No RAID Level Total Drv Capacity (MB) Status
Array 1 RAID5 3 61234 Critical
Array 2 ----- ----- ----- -----
Array 3 ----- ----- ----- -----
Array 4 ----- ---- ----- -----
Array 5 ----- ---- ----- -----
Array 6 ----- ---- ----- -----
Note: * --Bootable Array
[ ] Up [ ] Down [ESC] Exit [Enter] Select [Space] Change Boot Drive
•If Rebuilding does not start, the array status will remain CRITICAL. Press the arrow
keys to highlight the critical array and press Enter to select it. The Define Array
Definition Menu appears (below).

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SuperBuild Array Utility 1.10 (c) 2001 Promise Technology, Inc.
[ Define Array Definition Menu ]
Array No RAID Level Total Drv Status
Array 1 RAID 5 3 Critical
Stripe Block: 64 KB Initialize Array: ON Gigabyte Boundary: ON
[ Drive Assignments ]
Channel ID Drive Model Capacity (MB) Assignment
1:Master MAXTOR87000A8 61234 Array 1
2:Master MAXTOR87000A8 61234 Array 1
? : ? failed or disconnected
[ Keys Available ]
[ ] Up [ ] Down [Space] Change Option [ESC] Exit [Ctrl-Y] Save
The Define Array Definition Menu confirms that this three-drive array has lost a drive. If
you know which channel the failed drive was on, remove the disk drive for testing.
Remove a Disk Drive for Testing
The most important part of testing a suspect disk drive is to identify the right one.
135
2
4
6
The photo above shows a SuperTrak SX6000 card in a typical installation, with the
channel numbers indicated. Identify the channel with the failed drive then follow the
drive cable to that drive.
1. Shut down the computer and open the case.
2. Find the channel on the SuperTrak card corresponding to the failed drive.
3. Follow the drive cable to the failed drive then disconnect the drive from its cables.

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Testing a Disk Drive
The diagnostic programs from the disk drive manufacturers are designed for testing
individual disk drives in personal computers. For this reason, the suspect drive must be
connected to a computer as if it were a single, non-array drive.
In some cases, the diagnostic program is able to correct the problems it finds. This may
save you the cost of a replacement drive.
The diagnostic program typically comes on a bootable CD with a new disk drive. If you
do not have the CD for the drive you are about to test, download the diagnostic program
from the drive manufacturer’s website. Follow the disk manufacturer’s directions to make
a bootable diskette.
1. Obtain the diagnostic program from the manufacturer of the drive you are testing.
2. Shut down your computer and open the case.
3. Attach a data cable from the drive to the computer’s motherboard controller and a
power cable from the computer's power supply.
A suggested way to do this is to disconnect the data and power cables from the
computer's primary disk drive and attach them to the drive being tested. You do not
have to install the test drive in the computer chassis.
4. Start the computer and run the diagnostic program on the disk drive. Select the most
comprehensive test routine the program offers.
5. When the test is finished, shut down the computer and disconnect the test drive.
6. Restore the connections inside the computer the way they were before the test and
close the case.
Warnings
•Do not substitute third-party disk utilities, because they lack the
proprietary functions of the drive manufacturer’s program.
•If you remove a disk drive, reconnect it to its original Channel.
•Shut down the UltraTrak and your computer before removing or
installing disk drives.
Results and Action
The results of the diagnostic test will tell you whether the disk drive can be returned to
service or it must be replaced.
•If the disk drive is serviceable, reinstall it, boot your computer, and allow SuperTrak
to rebuild the array.
•If the disk drive is not serviceable, do the following:
1. Obtain a replacement drive of the same capacity.
2. Install the new drive on the same channel where the failed drive was.
3. Boot your computer and allow SuperTrak to rebuild the array.

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UltraTrak
If an array problem arises during routine computer operation, the UltraTrak controller
beeps every three seconds to alert you to the existence of a problem. Check the LCD
display on the front of the cabinet for information.
As soon as possible, close any running applications and restart your computer. During
boot-up, the UltraTrak displays this message on the LCD screen:
In the example above, Array 1 is critical and D4, meaning the disk drive on Channel 4
has failed.
Automatic Rebuild
The UltraTrak controller will attempt to rebuild the data on the failed drive. If it can, the
Define Array Menu will display Rebuilding progress and the target disk drive (above).In
this example, the drive on Channel 4 is being rebuilt and progress currently at 25 percent.
Allow the UltraTrak controller to rebuild the disk drive.
•If this action corrects the problem, return the array to service.
•If the array goes CRITICAL again and the UltraTrak controller tries to rebuild the same
disk drive, shut down the UltraTrak and remove the drive for testing, as described
below.
If Rebuilding does not start, the array status will remain CRITICAL. Recalling which
channel the failed drive was on, remove the drive for testing.

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Remove a Disk Drive for Testing
The most important part of testing a suspect disk drive is to identify the right one.
UltraTrak channel numbers are identified on each removable disk drive carrier, as shown
below.
UltraTrak RM4000 (right).
Channels are numbered right to
left.
1
4
1
2
3
4
5
6
7
8
UltraTrak RM8000 (above). Channels are numbered top to bottom and right to left.
1
8
UltraTrak SX4000 and SX8000
(left). Channels are numbered top
to bottom.

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151
UltraTrak RM15000 (above). Channels are numbered left to right.
1. Shut down the UltraTrak and your computer.
2. Remove the carrier corresponding to the channel with the failed drive.
3. Remove the failed drive from the carrier.
Testing a Disk Drive
The diagnostic programs from the disk drive manufacturers are designed for testing
individual disk drives in personal computers. For this reason, the suspect drive must be
connected to a computer as if it were a single, non-array drive.
In some cases, the diagnostic program is able to correct the problems it finds. This result
may save you the cost of a replacement drive.
The diagnostic program typically comes on a bootable CD with a new disk drive. If you
do not have the CD for the drive you are about to test, download the diagnostic program
from the drive manufacturer’s website. Follow the disk manufacturer’s directions to make
a bootable diskette.
1. Obtain the diagnostic program from the manufacturer of the drive you are testing.
2. Shut down your computer and open the case.
3. Attach a data cable from the drive to the computer’s motherboard controller and a
power cable from the computer's power supply.
A suggested way to do this is to disconnect the data and power cables from the
computer’s primary disk drive and attach them to the drive being tested. You do not
have to install the test drive in the computer chassis.
4. Start the computer and run the diagnostic program on the disk drive. Select the most
comprehensive test routine the program offers.
5. When the test is finished, shut down the computer and disconnect the test drive.
6. Restore the connections inside the computer the way they were before the test and
close the case.

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Warnings
•Do not substitute third-party disk utilities, because they lack the
proprietary functions of the drive manufacturer’s program.
•If you remove a disk drive, reconnect it to its original Channel.
•Shut down the UltraTrak and your computer before removing or
installing disk drives.
Results and Action
The results of the diagnostic test will tell you whether the disk drive can be returned to
service or it must be replaced.
•If the disk drive is serviceable, reinstall it, boot your computer, and allow UltraTrak
to rebuild the array.
•If the disk drive is not serviceable:
1. Obtain a replacement drive of the same capacity.
2. Install the new drive on the same channel where the failed drive was.
3. Boot your computer and UltraTrak, and allow UltraTrak to rebuild the array.

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Promise Array Management
If you are running Promise Array Management (PAM) software on your system, the
monitoring utility will send on-screen alerts and messages to call your attention to an
array in trouble. PAM works the same whether you have a SuperTrak SX6000 or an
UltraTrak system.
The disk drive on Channel 4 has been deactivated.
The array has gone CRITICAL.
Degraded and critical mean the same thing.
Rebuilding has begun. If Channel 4 is part of this array, you
know which disk drive you may have to remove and test.
Check the PAM user interface for more information.
This UltraTrak has four disk drives all of which belong to one array. The PAM user
interface verifies that the array is critical and that there is no disk drive reported for
Channel 4.

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Automatic Rebuild
When automatic rebuilding begins, the disk drive in Channel 4 reappears, confirming
that it is the target of the rebuild. The UltraTrak controller will attempt to rebuild the data
on the failed drive. If it can, the Define Array Menu will display Rebuilding progress and
the target disk drive (above).In this example, the drive on Channel 4 is being rebuilt and
progress is currently at 25 percent. Allow the UltraTrak controller to rebuild the disk
drive.
•If this action corrects the problem, return the array to service.
•If the array goes CRITICAL again and the controller tries to rebuild the same disk drive,
shut down the computer (SuperTrak) or the UltraTrak and remove the drive for
testing, as described under Remove a Disk Drive for Testing, Testing a Disk Drive,
and Results and Action, above.
If Rebuilding does not start, the array status will remain critical. Recalling which channel
the failed drive was on, you can remove the drive for testing.

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Other Components
The focus of this document is correcting array malfunctions resulting from faulty disk
drives. However, during the process of diagnosis, it is important to remember that any
component is potentially subject to failure. This is particularly true when all of your disk
drives pass a full diagnostic test yet the array still has a problem.
In addition to disk drive failures, the following items could cause an array to become
CRITICAL or go OFFLINE.
SuperTrak
Damaged or disconnected:
•Data cable
•Power cable
Even less common but still possible are:
•Faulty RAID controller
•IRQ conflict
UltraTrak
Damaged or disconnected:
•Data cable
•Power cable
•Null-modem cable
•SCSI cable
Even less common but still possible are:
•Faulty RAID controller
•Faulty SCSI controller (RAID PC)
•COM Port disabled (RAID PC)
Suggestions for Test and Correction
•Removing a disk drive for testing gives you an opportunity to check its connections.
•If you have a SuperTrak SX6000, opening your computer gives you a chance to
check all of the disk drive data and power cable connections.
•If you have an UltraTrak, check the null-modem and SCSI cable connections to your
computer.
•Cable problems are typically diagnosed by substituting a known-good cable and then
retrying the task that did not work with the original cable.
Note that changing a cable may fix a poor connection. If the known-good cable
works, retest with the original cable to rule out a bad connection.
•Use the Windows Device Manager to check and adjust IRQs, COM port function and
RAID controller function.
•Consult the RAID controller documentation for diagnostic procedures and support.
•If other components are working correctly, the RAID controller may have a
malfunction. Contact Promise Technical Support for further direction.

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Case 1: Array goes OFFLINE during rebuilding.
This procedure is both a basic recovery action and a diagnostic action.
1. In Promise Array Management (PAM), look at the Tree View and click on the first
drive under Disk View. Note its Disk Status.
In the example above, the Functional Disk Status of the drive in Channel 1 indicates
normal operation.
In the example above, the Disk Status shows Warning (Rebuilding). This means that
the RAID controller has encountered a problem with this disk drive and it is
attempting to solve the problem by rebuilding this disk drive.
This drive is referred to as the target disk. You can identify the physical disk drive
from the Disk Model and the Channel Number to which it is connected.
2. Turn off the system, then reboot (turn it back on). At first, array status will be
CRITICAL. It will change to REBUILDING automatically.
3. If the array finishes rebuilding, your system is restored. If it goes OFFLINE again,
continue with the next procedure.

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Case 2: After reboot, the array again goes OFFLINE
during rebuilding.
In order to follow this procedure, you must know which disk is the target disk. You
should have determined this information from the instructions for Case 1, above.
This condition is caused by a bad sector on one of the disks, though not necessarily on the
target disk. Any data in a bad sector cannot be recovered.
The following procedure will stabilize the array so you can make a copy of the data it
contains.
1. Shutdown the SuperTrak PC or the UltraTrak. Disconnect the target disk (SuperTrak)
or remove the target disk from the cabinet (UltraTrak).
2. Boot (turn on) the SuperTrak PC or the UltraTrak. After boot-up, the array status will
display CRITICAL.The array will not rebuild.
3. Make a backup copy of all your data from the array.
4. Go on to the Recovery Procedure for Case 2 on the next page.
Important
If the array goes OFFLINE rather than CRITICAL, as described in Step 2 above,
follow these steps:
a. Shut down the system.
b. Put the target disk back in the cabinet in its original position.
c. Boot (turn on) the SuperTrak PC or the UltraTrak.
d. Delete the existing array and create a new one.
Warning: This procedure may result in data loss. Follow instructions
carefully.
Refer to the sections SuperTrak BIOS Recovery Procedure on page 23,
or UltraTrak Recovery Procedure on page 29, for step-by-step
instructions.
e. Remove the target disk from the cabinet and reboot the system.
f. After boot-up, array status will be CRITICAL.
g. Proceed with Step 3 above.

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Recovery Procedure for Case 2
Warning
This procedure may result in data loss. Follow instructions carefully. Be
sure you have a backup copy of all your data from the array before
beginning the procedure.
UltraTrak users, see Alternative Recovery Procedure for Case 2 on the next
page.
1. Use PAM to find the disk with the bad sector. Right click on the
Controller icon and select Read Events from the popup menu
(right). The Event Viewer appears (below).
2. Remove the disk drive with the bad sector and run a diagnostic test on it. If the test
verifies the bad sector, replace the drive.
3. Make sure all the disks, including the target disk, are in the cabinet (UltraTrak) or
connected (SuperTrak) in their original order.
4. Boot the SuperTrak PC or UltraTrak.
5. Delete the existing array and create a new one.
Refer to the sections SuperTrak BIOS Recovery Procedure on page 23, or UltraTrak
Recovery Procedure on page 29, for step-by-step instructions.
In this case, you may leave the Initialization option on or enabled, since the data has
already been saved off the array.
6. Transfer your data onto the new array. This completes the procedure.

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Alternative Recovery Procedure for Case 2
This procedure applies to UltraTrak units with firmware version 1.1.0.05. UltraTraks
with this and later firmware versions have the capability of skipping over bad sectors
during rebuilding. The feature allows you to continue using a disk drive that is otherwise
serviceable.
1. In the LCD menu on the UltraTrak unit, go to Configure Array, then to Advanced
Feature. Scroll down to Rebuild Media Err.
2. Press the SEL button to set the selection to Skip (above).
3. Press the EXIT button repeatedly to exit Configure Array.
4. Reboot the UltraTrak unit.
5. Allow the UltraTrak to rebuild the array.
Note
You can download the latest firmware for your UltraTrak from the Promise
Technology website at www.promise.com. The download includes
installation instructions.

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Case 3: Array goes offline due to a general power
problem.
1. Turn off the power.
2. Determine the cause of the power problem and correct it.
3. Reboot the system. Array status should be FUNCTIONAL.
Important
If the array goes OFFLINE rather than FUNCTIONAL, follow these steps:
a. Shut down the system.
b. Boot (turn on) the SuperTrak PC or the UltraTrak.
c. Delete the existing array and create a new one.
Warning: This procedure may result in data loss. Follow instructions
carefully.
Refer to the sections SuperTrak BIOS Recovery Procedure on page 23,
or UltraTrak Recovery Procedure on page 29, for step-by-step
instructions.
d. Reboot the system. Array status will be FUNCTIONAL.

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Case 4: Array goes OFFLINE due to a disk power
problem.
Warning
Do NOT reconnect power to this disk while the system is running.
1. Turn off the SuperTrak PC or the UltraTrak.
2. Determine the cause of the power problem and correct it. Carefully check Y-splitter
cables on SuperTrak and disk carrier locks on UltraTrak.
3. Replace any removed disks in their original order.
4. Reboot the SuperTrak PC or the UltraTrak. The array will be restored to its previous
status.
Important
If the array goes OFFLINE rather showing its previous status, follow these
steps:
a. Shut down the system.
b. Boot (turn on) the SuperTrak PC or the UltraTrak.
c. Delete the existing array and create a new one.
Warning: This procedure may result in data loss. Follow instructions
carefully.
Refer to the sections SuperTrak BIOS Recovery Procedure on page 23,
or UltraTrak Recovery Procedure on page 29, for step-by-step
instructions.
d. Reboot the system. Array status will be FUNCTIONAL.