Symantec SIEM 9700 Series User manual

Symantec™ SIEM 9700 Series Appliances
Hardware Troubleshooting Guide
Release 1.0

Symantec™ SIEM 9700 Series Appliances:
Hardware Troubleshooting Guide
The software described in this book is furnished under a license agreement and may be used
only in accordance with the terms of the agreement.
Last updated: September 6, 2011.
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Before contacting Technical Support, make sure you have satisfied the system
requirements that are listed in your product documentation. Also, you should be at
the computer on which the problem occurred, in case it is necessary to replicate the
problem.
When you contact Technical Support, please have the following information
available:
Product release level
Hardware information

Available memory, disk space, and NIC information
Operating system
Version and patch level
Network topology
Router, gateway, and IP address information
Problem description:
Error messages and log files
Troubleshooting that was performed before contacting Symantec
Recent software configuration changes and network changes
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Contents
Figures .............................................................................................................................................8
Tables ...............................................................................................................................................8
Chapter 1 About this guide ............................................................................... 11
Introducing this guide ...............................................................................................................11
Intended audience .......................................................................................................................11
Product documentation .............................................................................................................12
Chapter 2 SIEM 9700 Series appliances description ......................................... 13
SIEM 9700 Series appliance components ............................................................................13
Control panel.......................................................................................................................15
SIEM 9700 Series appliance front view ......................................................................16
SIEM 9700 Series appliance rear panel.......................................................................17
SIEM 9700 Series appliance Symantec Remote Management.............................18
SIEM 9700 Series appliance rack mounting..............................................................18
SIEM 9700 Series appliance chassis covers ...............................................................19
Chapter 3 General fault diagnosis..................................................................... 21
Basic principles ............................................................................................................................21
Troubleshooting processes.......................................................................................................22
Check and record LED indicator status......................................................................22
Read the control panel......................................................................................................23
Observe and analyze fault symptom(s)........................................................................23
Chapter 4 Troubleshooting scenarios ............................................................... 25
Faults types...................................................................................................................................25
Hardware faults..................................................................................................................25
Hardware cannot be powered on............................................................................................26
Possible causes....................................................................................................................27
Procedure .............................................................................................................................27
Memory capacity has decreased..............................................................................................28
Symptom ..............................................................................................................................28
Procedures ...........................................................................................................................28
Disk status LED is red ..............................................................................................................28
Symptom ..............................................................................................................................29
Possible Causes...................................................................................................................29
Procedure .............................................................................................................................29

8 Contents
All disks cannot be scanned..................................................................................................... 29
Possible Causes.................................................................................................................. 30
Procedure ............................................................................................................................ 30
Fan On/Alarm LED is red or other data indicates fan problems................................ 31
Symptoms............................................................................................................................ 31
Possible Causes.................................................................................................................. 32
Procedure ............................................................................................................................ 32
Power module problems........................................................................................................... 33
Symptom.............................................................................................................................. 33
Possible Causes.................................................................................................................. 34
Procedure ............................................................................................................................ 34
SIEM 9700 Series appliance system-induced power-off ................................................. 35
Symptom.............................................................................................................................. 35
Possible causes................................................................................................................... 36
Procedure ............................................................................................................................ 36
System Alarm/Location indicator is on .............................................................................. 38
Symptoms............................................................................................................................ 38
Alarm Information............................................................................................................ 38
Possible Causes.................................................................................................................. 39
Procedure ............................................................................................................................ 39
Figures
SIEM 9700 Series appliance chassis (top, external view) .................................................................................... 13
SIEM 9700 Series appliance components................................................................................................................. 14
SIEM 9700 Series appliance mainboard components ........................................................................................... 14
SIEM 9700 Series appliance control panel LEDs .................................................................................................. 15
SIEM 9700 Series appliance front .............................................................................................................................. 16
SIEM 9750 appliance rear panel ................................................................................................................................. 17
Troubleshooting flowchart........................................................................................................................................... 22
Location of the disk status LEDs................................................................................................................................ 29
SIEM 9700 Series appliance on/off button.............................................................................................................. 32
SIEM 9700 Series appliance power modules........................................................................................................... 34
Power supply module components ............................................................................................................................. 40
Tables
SIEM 9700 Series appliances documentation set................................................................................................... 12
NIC port LED indications............................................................................................................................................. 18
SIEM 9700 Series appliance Status LEDs ............................................................................................................... 26
SIEM 9700 Series appliance power module on/alarm LED............................................................................... 27
Alarm information........................................................................................................................................................... 37
Alarm information........................................................................................................................................................... 38

Chapter 1
About this guide
Introducing this guide
This document provides detailed instructions for troubleshooting hardware issues
related to the SIEM 9700 Series appliances.
Intended audience
This document describes maintenance items of the SIEM 9700 Series appliances in
terms of maintenance purpose, period, standards, and procedure.
This document is intended for:
technical support engineers
System maintenance engineers

12 About this guide
Product documentation
Product documentation
The table below lists the available documentation.
SIEM 9700 Series appliances documentation set
Document
Hardware Installation Guide
Product Description
Hardware Troubleshooting Guide
Safety Guide
Maintenance Guide

Chapter 2
SIEM 9700 Series appliances
description
This chapter describes the main features of the SIEM 9700 Series appliances,
including physical descriptions and features.
SIEM 9700 Series appliance chassis (top, external view)
SIEM 9700 Series appliance components
This section helps you identify the components of your device. You can also use the
reference information provided on the inside of the chassis cover.

14 SIEM 9700 Series appliances description
SIEM 9700 Series appliance components
SIEM 9700 Series appliance components
Letter Description
A Disk Carriers (qty 8, labeled 0 through 7 from left to right)
B DVD ROM
C Control Panel
SIEM 9700 Series appliance mainboard components

SIEM 9700 Series appliances description
SIEM 9700 Series appliance components
15
Control panel
The front right side of the SIEM 9700 Series appliance contains a control panel. The
On/Off switch for the device is located in the center of the control panel.
SIEM 9700 Series appliance control panel LEDs
Letter LED Indications
A Hard disk
activity
Flashing green indicates hard disk activity.
No light indicates no hard disk activity.
B NIC 1 activity
Solid green light indicates a link between the system and the
network.
Flashing green indicates network activity.
C NIC 2 activity Solid green light indicates a link between the system and the
network.
Flashing green indicates network activity.
D System Status Solid green indicates normal operation.
Flashing green indicates abnormal performance.
Flashing amber indicates a non-critical condition.
Solid amber indicates a critical or non-recoverable condition.
No light indicates POST is running or the system is off.
E Power/Sleep Continuous green light indicates the system has power applied
to it or the system is is S0 state.
Flashing green indicates the system is in sleep or ACPI S1

16 SIEM 9700 Series appliances description
SIEM 9700 Series appliance components
Letter LED Indications
state.
No light indicates the power is off or the system is in ACPI S4
or S5 state.
F System
Identification
Solid blue indicates system identification is active.
Off when system identification is activate.
SIEM 9700 Series appliance front view
The SIEM 9700 Series appliance is 2U high and contains 10 disk drives that have a
2.5” form factor. Eight of the ten drives are accessible from hard disk drive bays.
There are two 120 GB internal, highly-available flash storage drives for the
operating system and one DVD-ROM drive.
SIEM 9700 Series appliance front
Letter Description
A2.5” Hard Disk Drive Bays (qty 8)
BDVD ROM
Notes:
Drive Bay Addresses are 0-7 starting from the left.
Each drive has 2 LEDS, one red and one green.
The green LED flashes when drive activity occurs and is lit when no activity
occurs.

SIEM 9700 Series appliances description
SIEM 9700 Series appliance components
17
The red LED is lit when drive faults occur.
Drives can consume up to 17 watts of power each. Drives must be specified to
run at a maximum ambient temperature of 45°C.
Bezels
The optional front bezel is made of molded plastic and provide a snap-on design that
allows for maximum airflow through the server system. The bezel provides a lock to
secure the hard drives, peripheral devices and the control panel.
SIEM 9700 Series appliance rear panel
SIEM 9750 appliance rear panel
Letter Description
ALow Profile PCI Express Add-in Card Slots (qty 2)
BFull-height PCI Add-in Card Slots (qty 3)
CUpper Power Supply Module
DUpper Power Receptacle
ELower Power Receptacle
FLower Power Supply Module
GI/O Expansion Module (Not Supported)
HRemote Management Module NIC
INIC 2 Ethernet port

18 SIEM 9700 Series appliances description
SIEM 9700 Series appliance components
Letter Description
JNIC 1 Ethernet port
KUSB port
LUSB port
MDB-9 Serial B Connector
NVGA Video
ORJ-45 Serial A Connector
NIC port LED indications
LED State Indications
Left Off No network connection
Solid amber Network connection in place
Flashing amber Transmit/receive activity
Right Off 10 Mbps connection (if left LED is on or
flashing)
Solid amber 100 Mbps connection
Solid green 1000 Mbps connection
SIEM 9700 Series appliance Symantec Remote Management
Symantec Remote Management lets you securely gain remote access and control the
SIEM 9700 series appliance from any computer on the network. Symantec Remote
Management lets you access the console of the SIEM 9700 series appliance
(normally accessed through an attached keyboard and monitor), control the power
state, and monitor the state of the hardware.
SIEM 9700 Series appliance rack mounting
The SIEM 9700 Series appliance should be mounted into a rack with the toolless
guide rails provided with the device. These rails are installed into a standard (19
inches by up to 30 inches deep) EIA-310D compatible rack cabinet.
When installing the system into a rack, it is recommended that you install systems
from the bottom of the rack first, and work towards the top.

SIEM 9700 Series appliances description
SIEM 9700 Series appliance components
19
SIEM 9700 Series appliance chassis covers
The SIEM 9700 Series appliance must be operated with the chassis cover in place to
ensure proper air flow and cooling.