Brief Description of problem

1. Which NAS product is in use? (NAS for AMS/WMS or NAS Uniblade for Lightning/USP).
2. What type of issue is the customer or CE experiencing? (Access loss, Performance Issue, Hardware failure, etc).
3. Is this a new installation or existing customer production environment?
4. What type of impact is the issue causing to the customer operation? How is their business being affected?
5. Have there been any recent changes made to the environment? If so, please provide details.
6. In what capacity is the NAS system used? Describe the applications or user count.
7. What type of client access is used? NFS, CIFS, and/or FTP.
8. Is there a network diagram describing the physical connections available?
9. Is the problem reproducible? Provide details on the steps to reproduce the problem.
10. Have any troubleshooting steps or problem isolation work been performed? If so, please provide details.

 

Procedure to Collect Hitachi NAS System Logs via the Management GUI

The NAS products for both USP/NSC55 and WMS/AMS storage subsystems share a common procedure for collecting NAS OS specific log files. The procedures are as follows.

 

1. Navigate your browser to the Administrative Management GUI. In most cases, it can be accessed by entering the IP address of the specific cluster blade. Example. https://x.x.x.x/admin.cgi
2. In the following screen, provide Administrator access authentication credentials.
3. From the Hitachi Network Attached Storage window, select RAS Management in the Maintenance section.
4. In the Info. Type drop-down box, select ‘Batch-Download' and click Display.
5. Bullet mark ‘All Log Data'
6. Click the Download button near the lower portion of the window.
7. A pop-up window will be displayed and the user will be prompted to download the files. If this step does not occur, check browser settings for any third party pop-up blockers and disable them for this website.

Data collections should be performed on both sides of the NAS cluster. Repeat this procedure for all additional NAS blades, either by navigating a browser to the other cluster node manually, or selecting the other blade in the drop-down box under the Hitachi Network Attached Storage header of the Management GUI.

 

Additional Information

A DKC normal Auto Dump for 9900V/USP or an AMS/WMS Simple Trace should also be collected for every NAS issue.