Symantec NetBackup 5220 User manual

NetBackup 5220 and Symantec Storage
Shelf™
Hardware Troubleshooting Guide
Release 2.0

NetBackup 5220 and Symantec Storage Shelf™:
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: June 10, 2011.
Legal Notice
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Symantec Corporation, 350 Ellis Street, Mountain View, CA 94043
http://www.symantec.com

3
Technical Support
Symantec Technical Support maintains support centers globally. Technical
Support’s primary role is to respond to specific queries about product features and
functionality. The Technical Support group also creates content for our online
Knowledge Base. The Technical Support group works collaboratively with the other
functional areas within Symantec to answer your questions in a timely fashion. For
example, the Technical Support group works with Product Engineering and
Symantec Security Response to provide alerting services and virus definition
updates.
Symantec’s support offerings include the following:
A range of support options that give you the flexibility to select the right
amount of service for any size organization
Telephone and/or Web-based support that provides rapid response and
up-to-the-minute information
Upgrade assurance that delivers software upgrades
Global support purchased on a regional business hours or 24 hours a day, 7
days a week basis
Premium service offerings that include Account Management Services
For information about Symantec’s support offerings, you can visit our Web site at
the following URL:
www.symantec.com/business/support/
All support services will be delivered in accordance with your support agreement
and the then-current enterprise technical support policy.
Contacting Technical Support
Customers with a current support agreement may access Technical Support
information at the following URL:
www.symantec.com/business/support/
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

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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
Licensing and registration
If your Symantec product requires registration or a license key, access our technical
support Web page at the following URL:
www.symantec.com/business/support/
Customer service
Customer service information is available at the following URL:
www.symantec.com/business/support/
Customer Service is available to assist with non-technical questions, such as the
following types of issues:
Questions regarding product licensing or serialization
Product registration updates, such as address or name changes
General product information (features, language availability, local dealers)
Latest information about product updates and upgrades
Information about upgrade assurance and support contracts
Information about the Symantec Buying Programs
Advice about Symantec's technical support options
Nontechnical presales questions
Issues that are related to CD-ROMs or manuals
Support agreement resources
If you want to contact Symantec regarding an existing support agreement, please
contact the support agreement administration team for your region as follows:
Asia-Pacific and Japan [email protected]

5
Europe, Middle-East, and Africa [email protected]
North America and Latin America [e-mail]

7
Contents
Contents......................................................................................................................................7
Figures...................................................................................................................................... 12
Tables....................................................................................................................................... 15
Chapter 1 Chapter 1 About this guide .............................................................. 16
Introducing this guide........................................................................................................... 16
Product version ....................................................................................................................... 16
Intended audience................................................................................................................... 16
Product documentation......................................................................................................... 17
NetBackup 5220 and Symantec Storage Shelf documents................................... 17
NetBackup 5200 Series documentation.................................................................... 17
Chapter 2 Chapter 2 NetBackup 5220 and Symantec Storage Shelf description19
Features..................................................................................................................................... 20
NetBackup 5220 components............................................................................................... 23
Control panel .................................................................................................................. 24
Mainboard ....................................................................................................................... 26
Configuration jumpers.................................................................................................. 29
NetBackup 5220 front view......................................................................................... 31
NetBackup 5220 rear panel ......................................................................................... 32
NetBackup 5220 SAS midplane.................................................................................. 35
NetBackup 5220 SAS backplane................................................................................. 35
NetBackup 5220 RAID Support................................................................................. 36
NetBackup 5220 Remote Management Module 3 (RMM3) ............................... 43
NetBackup 5220 and Symantec Storage Shelf rack mounting............................ 43
NetBackup 5220 and Symantec Storage Shelf chassis covers ............................. 43
Hot-swappable, Customer-replaceable units (CRUs)..................................................... 43
Non-Hot-swappable components (FRUs)......................................................................... 46
Chapter 3 Chapter 3 General fault diagnosis .................................................... 47
Basic principles........................................................................................................................ 47
Troubleshooting processes................................................................................................... 48
Check and record LED indicator status................................................................... 49
Read the control panel.................................................................................................. 49
Access the monitoring interfaces ............................................................................... 49
Observe and analyze fault symptom(s)..................................................................... 49

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Chapter 4 Chapter 4 LED status indicators ....................................................... 50
NetBackup 5220 LEDs..........................................................................................................50
Mainboard LEDs ...........................................................................................................50
Control panel ..................................................................................................................51
2-Port 8Gb FC HBA.....................................................................................................52
4-Port GE NIC...............................................................................................................54
2-Port 10GE NIC ..........................................................................................................55
Symantec Storage Shelf LEDs............................................................................................. 56
Disk module and device LEDs....................................................................................56
I/O module LEDs.......................................................................................................... 57
Power module LED.......................................................................................................59
Chapter 5 Chapter 5 Troubleshooting scenarios .............................................. 61
Hardware fault types..............................................................................................................61
Hardware cannot be powered on.........................................................................................62
Possible causes................................................................................................................63
Fault Diagnosis ..............................................................................................................63
Procedure......................................................................................................................... 63
Memory capacity has decreased ..........................................................................................64
Symptom ..........................................................................................................................64
Possible Causes............................................................................................................... 64
Fault Diagnosis ..............................................................................................................64
Procedures .......................................................................................................................65
Disk status LED is red ..........................................................................................................69
Symptom ..........................................................................................................................69
Possible Causes............................................................................................................... 70
Fault Diagnosis ..............................................................................................................70
Procedure......................................................................................................................... 70
All disks cannot be scanned..................................................................................................70
Possible Causes............................................................................................................... 71
Fault Diagnosis ..............................................................................................................71
Procedure......................................................................................................................... 71
Fan On/Alarm LED is red or other data indicates fan problems ............................... 73
Symptoms ........................................................................................................................74
Possible Causes............................................................................................................... 74
Fault Diagnosis ..............................................................................................................74
Procedure......................................................................................................................... 74
Power module problems........................................................................................................77
Symptom ..........................................................................................................................77
Possible Causes............................................................................................................... 78
Fault Diagnosis ..............................................................................................................78

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Procedure......................................................................................................................... 78
NetBackup 5220 system-induced power-off..................................................................... 79
Symptom.......................................................................................................................... 79
Possible causes ............................................................................................................... 79
Fault Diagnosis.............................................................................................................. 79
Procedure......................................................................................................................... 80
System Alarm/Location indicator is on ............................................................................ 83
Symptoms........................................................................................................................ 83
Alarm Information ........................................................................................................ 83
Possible Causes .............................................................................................................. 84
Fault Diagnosis.............................................................................................................. 84
Procedure......................................................................................................................... 84
Chapter 6 Chapter 6 NetBackup 5220 hardware removal and replacement ... 93
Before you begin ..................................................................................................................... 93
Tools and supplies......................................................................................................... 93
Unpacking the NetBackup 5220.......................................................................................... 94
Installing NetBackup 5220 guide rails .............................................................................. 94
Installing the NetBackup 5220 into a rack....................................................................... 94
Removing and installing the chassis cover....................................................................... 95
Removing the NetBackup 5220 chassis cover ........................................................ 95
Re-installing the NetBackup 5220 chassis cover ................................................... 97
Installing or replacing the RAID card and accessories ................................................. 97
Removing the chassis cover ........................................................................................ 98
Removing the PCI Riser Assembly........................................................................... 99
Removing the internal air duct ................................................................................101
Adding DIMM (memory)..........................................................................................102
Installing the Battery Backup Unit (BBU) ............................................................104
Inserting the RAID card into the PCI Riser Assembly......................................105
Installing or replacing PCI add-in cards.........................................................................108
Removing and re-installing the baffles............................................................................ 113
Removing the fan baffle..............................................................................................114
Re-installing the fan baffle.........................................................................................114
Removing the air baffle .............................................................................................. 114
Re-installing the air baffle .........................................................................................114
Review of NetBackup 5220 front panel disk locations.................................................115
Installing and Removing a Hot-swap 2.5-inch Hard Drive........................................115
Installing a Hot-swap SAS Hard Disk Drive........................................................115
Removing a Hot-swap SAS Hard Disk Drive.......................................................116
Filling empty bays................................................................................................................116
Installing and removing the I/O expansion module.................................................... 118
Installing the I/O expansion module......................................................................118

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Removing the I/O Expansion Module ...................................................................121
Remote Management Module 3 ........................................................................................124
RAID Activation Key and RAID Mini-DIMM.............................................................124
Installing or Replacing the RAID Battery Backup Unit (BBU) ................................124
Replacing the Power Supply Modules .............................................................................128
Replacing a fan module........................................................................................................129
Installing and removing the rack handles.......................................................................134
Installing and removing the bezel ....................................................................................134
Chapter 7 Chapter 7 Symantec Storage Shelf hardware removal and
replacement ...................................................................................................... 135
Before you begin....................................................................................................................135
Tools and supplies .......................................................................................................135
Unpacking the Symantec Storage Shelf...........................................................................135
Installing the Symantec Storage Shelf guide rails ........................................................136
Installing the Symantec Storage Shelf into a rack........................................................136
Procedure.......................................................................................................................137
Symantec Storage Shelf cover/chassis.............................................................................137
Disk drives..............................................................................................................................137
Power supply modules.........................................................................................................139
I/O modules 1 and 2 ............................................................................................................140
Cables.......................................................................................................................................141
Serial cable.....................................................................................................................141
SAS cable connection to the NetBackup 5220.......................................................141
Power cable ...................................................................................................................142
SAS cable connection to NetBackup 5220.......................................................................143
Chapter 8 Chapter 8 Symantec Storage Shelf – Frequently Asked Questions 144
Chapter 9 Appendix A: Technical Reference .................................................. 146
750W single power supply input voltages......................................................................146
Environmental specifications .............................................................................................147
Chapter 10 Appendix B: Regulatory and Certification Information ................. 149
Product Regulatory Compliance .......................................................................................150
Product Safety Compliance.................................................................................................150
Product EMC Compliance - Class A Compliance .........................................................150
Product Ecology Compliance.............................................................................................151
Certifications / Registrations / Declarations ................................................................151
Product Regulatory Compliance Markings....................................................................152
General rack mount installation guidelines....................................................................156

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Power Cord Usage Guidelines ..........................................................................................156
Electromagnetic Compatibility Notices ..........................................................................158
FCC Verification Statement (USA) .........................................................................158
ICES-003 (Canada)......................................................................................................158
CE Declaration of Conformity (Europe) ................................................................159
VCCI (Japan).................................................................................................................159
BSMI (Taiwan)............................................................................................................. 159
Regulated Specified Components......................................................................................159
Chapter 11 Appendix C: Installation/Assembly Safety Instructions ................. 160
English ....................................................................................................................................160
Deutsch ...................................................................................................................................162
Français................................................................................................................................... 164
Español....................................................................................................................................166
Italiano ....................................................................................................................................168

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Figures
NetBackup 5220 chassis (top, external view) .....................................................................................19
NetBackup 5220 components.................................................................................................................23
NetBackup 5220 control panel LEDs...................................................................................................24
NetBackup 5220 mainboard components ............................................................................................26
NetBackup 5220 configuration jumpers ..............................................................................................29
NetBackup 5220 jumpers (actual) .........................................................................................................30
NetBackup 5220 front..............................................................................................................................31
NetBackup 5220 rear panel.....................................................................................................................32
NetBackup 5220 Rear Panel Ports........................................................................................................34
Removing the NetBackup 5220 chassis cover ....................................................................................37
Chassis with cover removed....................................................................................................................37
Chassis with air duct ................................................................................................................................38
Chassis with riser assembly and air duct removed............................................................................39
DIMM sockets ...........................................................................................................................................40
Battery screw holes on RAID controller card....................................................................................41
Riser card assembly, upside down..........................................................................................................41
Rear of riser card assembly with slots 1-5..........................................................................................42
Troubleshooting flowchart .....................................................................................................................48
NetBackup 5220 mainboard LEDs .......................................................................................................50
NetBackup 5220 2-port 8Gb FC HBA.................................................................................................53
NetBackup 5220 4-port GE NIC...........................................................................................................54
NetBackup 5220 2-port 10GE NIC ......................................................................................................55
Symantec Storage Shelf front panel LEDs.........................................................................................56
I/O module LEDs.....................................................................................................................................58
Symantec Storage Shelf power module LED.....................................................................................59
DIMM slots................................................................................................................................................65
Location of the disk status LEDs .........................................................................................................69

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Fans and LEDs..........................................................................................................................................73
Control panel readout indicates fan problems.................................................................................... 74
Device management screens indicate fan problems. .........................................................................74
NetBackup 5220 on/off button............................................................................................................. 75
NetBackup 5220 power modules...........................................................................................................77
System alarm/location indicator........................................................................................................... 83
Removing the NetBackup 5220 chassis cover.................................................................................... 86
Chassis with cover removed ...................................................................................................................86
Chassis with air duct ................................................................................................................................ 87
Chassis with DIMMs and DIMM slots...............................................................................................88
DIMM slots - detail .................................................................................................................................88
Power supply module components........................................................................................................90
Removing the NetBackup 5220 chassis cover.................................................................................... 96
Chassis with cover removed ...................................................................................................................97
Removing the NetBackup 5220 chassis cover.................................................................................... 99
Chassis with cover removed ...................................................................................................................99
Chassis with air duct ..............................................................................................................................101
Chassis with riser assembly and air duct removed..........................................................................102
DIMM sockets.........................................................................................................................................103
Battery Backup Unit (BBU) screw holes on RAID controller card ............................................104
Slot 5 on the rear of the PCI Riser Card Assembly .......................................................................105
Riser card assembly, upside down .......................................................................................................105
Rear of riser card assembly with slots 1-5 .......................................................................................106
Removing the NetBackup 5220 chassis cover..................................................................................109
Chassis with cover removed .................................................................................................................109
Slots 1 to 4 on the rear of the PCI Riser Card Assembly.............................................................110
Riser card assembly, upside down, slots 1 through 4......................................................................110
Rear of riser card assembly with slots 1 to 5...................................................................................111
NetBackup 5220 fan and air baffles.....................................................................................................113

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NetBackup 5220 front panel.................................................................................................................115
Removing the NetBackup 5220 chassis cover ..................................................................................119
Chassis with cover removed..................................................................................................................119
Chassis with air duct ..............................................................................................................................120
Standoff separators for I/O expansion modules.............................................................................121
Removing the NetBackup 5220 chassis cover ..................................................................................122
Chassis with cover removed..................................................................................................................123
Chassis with air duct ..............................................................................................................................123
Removing the NetBackup 5220 chassis cover ..................................................................................126
Chassis with cover removed..................................................................................................................126
Battery screw holes on RAID controller card..................................................................................127
Power Supply Modules ..........................................................................................................................128
Removing the NetBackup 5220 chassis cover ..................................................................................130
Chassis with cover removed..................................................................................................................130
Chassis with air duct ..............................................................................................................................131
Fans, baffles, and bridge.........................................................................................................................132
Fan connectors.........................................................................................................................................133
Symantec Storage Unit rack handles..................................................................................................137
Symantec Storage Shelf disk drives...................................................................................................138
Symantec Storage Shelf power supply modules..............................................................................139
NetBackup 5220 and Symantec Storage Shelf connection ...........................................................143

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Tables
NetBackup 5220 and Symantec Storage Shelf documentation set ...............................................17
NetBackup 5220 rear panel ports..........................................................................................................34
NIC port LED indications ......................................................................................................................34
Midplane connectors................................................................................................................................ 35
Backplane connections (front)................................................................................................................ 35
Backplane connections (rear).................................................................................................................. 35
Hot-swappable components....................................................................................................................44
Non-hot-swappable components ...........................................................................................................46
2-port 8Gb FC HBA LED descriptions............................................................................................... 53
4-port GE NIC LED descriptions ........................................................................................................54
2-port 10GE NIC LED descriptions.................................................................................................... 55
Disk module LED indications................................................................................................................56
Device LED indications........................................................................................................................... 56
I/O module LED descriptions............................................................................................................... 58
Symantec Storage Shelf power supply LED indications................................................................. 59
NetBackup 5220 Status LEDs ............................................................................................................... 62
NetBackup 5220 power module on/alarm LED................................................................................ 63
Alarm information ....................................................................................................................................82
Alarm information ....................................................................................................................................83
Environmental specifications ...............................................................................................................147

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Chapter 1
About this guide
Introducing this guide
This document provides detailed instructions for troubleshooting hardware issues
related to the NetBackup 5220 and Symantec Storage Shelf. A basic overview of the
software is included.
Product version
The following table lists the product version related to this document.
Product Name Product Version
NetBackup 5220 2.0
Symantec Storage Shelf 2.0
Intended audience
This document describes maintenance items of the NetBackup 5220 in terms of
maintenance purpose, period, standards, and procedure.
This document is intended for:
Technical support engineers
System maintenance engineers

Chapter 1
About this guide
17
Product documentation
NetBackup 5220 and Symantec Storage Shelf documents
The six documents listed below are specific to the NetBackup 5220 appliance and the
Symantec Storage Shelf. Additional information can be obtained in NetBackup 5200
(52xx) Series documentation, listed in the next section.
NetBackup 5220 and Symantec Storage Shelf documentation set
Document
Product Description
Hardware Installation Guide
Hardware Troubleshooting Guide
Software Troubleshooting Guide
Safety Guide
Maintenance Guide
NetBackup 5200 Series documentation
The NetBackup 5200 Series documentation has comprehensive software information.
Features in the 5200 series documents may not be exactly the same as those in the
NetBackup 5220 and Symantec Storage Shelf but these documents provide details,
background information and usage scenarios.
Go to http://www.symantec.com/docs/DOC2792
NetBackup 5200 Series Administrator’s Guide
to download 5200 series
documents.
This document contains the following types of information:
Deployment information
Administering your appliance
Monitoring information

18
NetBackup 5200 Series Command Reference Guide
The NetBackup 5200 Series Command Reference Guide contains detailed information
about the NetBackup appliance commands that you can run from the NetBackup
appliance shell menu. Each command contains a brief description of the primary
function of the command, a synopsis, and descriptions of each of the options listed in the
synopsis. The NetBackup appliance shell menu is an interactive shell that is available on
the 52xx appliances through SSH. This menu interface enables you to perform most of
the administration functions that are necessary to administer a NetBackup 5200 series
appliance.

Chapter 2
NetBackup 5220 and Symantec Storage Shelf description
19
Chapter 2
NetBackup 5220 and Symantec
Storage Shelf description
This chapter describes the main features of the NetBackup 5220 and Symantec Storage
Shelf, including physical descriptions and features.
NetBackup 5220 chassis (top, external view)

20
Features
Dimensions
3.44 inches (87.30 mm) high
16.93 inches (430 mm) wide
27.75 inches (704.8 mm) deep
65 pounds (29.5 kg) - maximum chassis weight
Server Board
Intel® Server Board S5520UR Processor
Support for one or two Intel® Xeon® processors in FC-LGA 1366 Socket B
package with up to 95 W Thermal Design Power (TDP)
4.8 GT/s, 5.86 GT/s and 6.4 GT/s Intel® QuickPath Interconnect
(Intel® QPI)
EVRD11.1
Memory
Support for 800/1066/1333 MT/s ECC registered (RDIMM) or unbuffered
DIMM (UDIMM) DDR3 memory
Twelve DIMMs across six memory channels (three channels per processor)
Chipset
Intel® 5520 chipset I/O Hub
Intel® 82801Jx I/O Controller Hub
Peripheral Interfaces - external connections
Four USB 2.0 connectors (back)
One USB 2.0 connector (front)
RJ-45 serial Port A connector
Two RJ-45 10/100/1000 Mb Network connections
DB-15 video connector (front and back)
Peripheral interfaces - internal connections