Command Suite Support Questions
Expedite the troubleshooting process for the most common issues by reviewing and answering the following questions for your product.
General Troubleshooting Questions
- Hitachi Command Suite includes the following software products. Is there a specific product that is causing an issue?
- Examples of products:
- Hitachi Device Manager Server (HDvM)
- Hitachi Tuning Manager Server (HTnM)
- Hitachi Replication Manager (HRpM)
- Hitachi Tiered Storage Manager (HTsM)
- Hitachi Compute Systems Manager (HCsM)
- Examples of products:
- Can you provide specific error codes or screen shots?
- Note: Most common HCS error codes start with "KAIC".
- What operation is being performed when the error occurs?
- Where in the GUI do you get the error?
- Collect an un-cropped screenshot of the screen when the error appears.
- Are you experiencing an error during installation/upgrade, or during normal operation, such as executing a task?
- Is this a new install or has it ever worked?
- For install or upgrade errors: has the prerequisite checker been run to ensure full compatibility?Prerequisite Checker
- For new installations, which version are you attempting to install?
- For upgrade installations, which version are you upgrading from and to?
- For upgrade or install, which installer is being used? (individual installers or All-In-One)
- Is the install being ran from local media/ISO, or via a network share?
- Are there any Anti-Virus scanners active on the host?
- Can a GetConfig be provided from the Hitachi Command Suite server?
Get Config- If a GetConfig can be gathered successfully, please upload to https://tuf.hitachivantara.com/upload.php using the Hitachi case number for Case Number.
- If a GetConfig cannot be gathered, please execute manual data collection:
- Windows: HiCommand\Base64\bin\hcmds64getlogs /dir <output_directory>
- Unix: /opt/HiCommand/Base64/bin/hcmds64getlogs -dir <output dir>
- Upload manual log gather to https://tuf.hitachivantara.com/upload.php using the Hitachi case Number.
Device Manager Server (HDvM)
- What version of HDvM are you running?
- Are any particular arrays causing the issue?
- If so, please provide the serial number(s) and array type.
- Can you provide error codes and screen shots of the issue?
- Is the issue persistent or intermittent?
- Were there any changes made to the environment? (Software updates, hardware failures, microcode upgrades, etc.)
- Can a GetConfig be provided from the Device Manager server? Get Config
Device Manager Agent (HDvM Agent)
- What is the version of the HDvM agent on the host compared to the version of the HDvM server it is communicating with?
- Is the host affected being used as a Pair Management/CCI host?
- Is the host a virtual machine or physical?
- Is this a new issue?
- Are you able to successfully complete a host refresh in Device Manager against this host?
- Can you provide error codes/screen shots of the issue?
- Are you able to provide HDvM agent logs? (TIC Logs) HDvM Agent Logs
Tuning Manager Server (HTnM)
- Is the problem against a specific storage array?
- What version of HTnM and HDvM server (HDvM) are you running?
- Is the HTnM server installed on the same host as HDvM or separate?
- Is the issue in HTnM Main Console, or in Performance Reporter?
- Is the issue persistent or intermittent?
- Were there any changes made to the environment? (Software updates, hardware failures, microcode upgrades, etc.)
- Can you provide error codes and screen shots of the issue?
- Can a GetConfig be provided from the Tuning Manager server? Get Config
Tuning Manager Agent (HTnM Agent)
- Is the agent installed on the HTnM server, or a remote host?
- Is the agent active or inactive?
- Can the agent host ping the HTnM server and vice versa?
- What OS is the HTnM agent installed on?
- What is the version of the agent compared to the HTnM server?
- What type of agent(s) are you having an issue with? (Host agent, Storage system agent, Switch, etc.)
- Can you provide error codes and screen shots of the issue?
- Can you provide agent logs? (jpcras) - HDvM Agent Logs
Replication Manager (HRpM)
- What is the version of the HDvM and HRpM you are running?
- Is HRpM installed on the same host as HDvM server?
- Are you experiencing an error while performing a specific task?
- What are the array serial number(s) affected?
- Can you provide a Replication diagram? (Primary and DR)
- What version of CCI is running on the HRpM host?
- Do you use multiple Pair Management/CCI hosts?
- Are your Pair Management/CCI hosts virtual machines or physical?
- Can you provide error codes/screen shots of the issue?
- Can a GetConfig be provided from the Replication Manager server? Get Config
- Can TIC logs be provided from the Pair Management/CCI host(s)? HDvM Agent Logs