Troubleshooting
Problem
After installation of a FlashSystem 984x-AE3 or a V9000 AE3 storage enclosure, remote support fails to connect to IBM support.
Symptom
Remote Support client does not connect to IBM support.
Cause
The IP address of the Support Center in the Remote Support configuration is incorrect.
Diagnosing The Problem
If Remote Support fails to connect to IBM support when first configured, one possible cause is an incorrect IP address for the Remote Support center. There are four addresses, by default, in the configuration. These addresses can be edited manually.
Very few IBM FlashSystems shipped without the correct default addresses.
SSH to the cluster IP and display the support center. If these results are as seen, the address is incorrect.
IBM_FlashSystem:fs900:superuser> lssystemsupportcenter
id name IP_address port proxy
0 test_frontend_server 9.51.88.165 1025 no
Four addresses are required, like this.
IBM_FlashSystem:fs900:superuser> lssystemsupportcenter
id name IP_address port proxy
0 SupportCenter0 204.146.30.157 22 no
1 SupportCenter1 129.33.207.37 22 no
2 SupportCenter2 204.146.30.139 22 no
3 SupportCenter3 129.33.206.139 22 no
Resolving The Problem
To correct the problem, you must add four entries to the supportcenter list. The test entry, "test_frontend_server" can be removed. Before you delete the incorrect support server, you must add at least one entry. (The list cannot be empty.)
Three commands are used to list and add or remove Support Center addresses:
lssystemsuportcenter- to list current support center entries.mksystemsupportcenter- to add the correct Support Centers addresses, and correct IP addresses.rmsystemsupportcenter- to remove incorrect Support Center addresses, and IP addresses.
- List the current support center configuration and verify the problem:
IBM_FlashSystem:fs900:superuser> lssystemsupportcenter id name IP_address port proxy 0 test_frontend_server 9.51.88.165 1025 no - Add the correct support center entries to the list. After you add the first correct entry, the incorrect entry can be removed. Then, the other three entries can be added. This method ensures they are in the correct order.
IBM_FlashSystem:fs900:superuser> mksystemsupportcenter -ip 129.33.207.37 -port 22 Support Center server id [1] successfully created IBM_FlashSystem:fs900:superuser> rmsystemsupportcenter 0 IBM_FlashSystem:fs900:superuser> mksystemsupportcenter -ip 204.146.30.157 -port 22 Support Center server id [0] successfully created IBM_FlashSystem:fs900:superuser> mksystemsupportcenter -ip 204.146.30.139 -port 22 Support Center server id [2] successfully created IBM_FlashSystem:fs900:superuser> mksystemsupportcenter -ip 129.33.206.139 -port 22 Support Center server id [3] successfully created - Test the new configuration:
IBM_FlashSystem:fs900:superuser> chsystemsupportcenter -test
This command returns the command prompt immediately. Bbefore proceeding to the next step, wait one minute for the test to complete.
- Display the results of the test and status of the remote support center feature:
IBM_FlashSystem:fs900:superuser> lssra remote_support_mode always_on remote_support_idletimeout 0 remote_support_access_code EMPTY remote_support_config_changed_after_test yes active_service_user_count 0 service_user_last_login 171205101813 remote_support_status connected remote_support_center 129.33.207.37 remote_support_connected_time 171206105731 remote_support_test_time 171206105714 remote_support_test_status connected
If the parameter "remote_support_test_status" shows "connected", then Remote Support is functioning.
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Document Information
Modified date:
04 December 2019
UID
ssg1S1011788