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Date: Tue, 10 Mar 2009 18:29:06 -0700
From: Andrew Sharp <andy.sharp@onstor.com>
To: Brian Stark <brian.stark@onstor.com>
Subject: Re: Infinium case 11580
Message-ID: <20090310182906.48aca47a@ripper.onstor.net>
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On Tue, 10 Mar 2009 17:56:59 -0700 Brian Stark <brian.stark@onstor.com>
wrote:

> Here's the email trail...
> 
> 
> -----Original Message-----
> From: Bill Duffy 
> Sent: Monday, March 09, 2009 3:18 PM
> To: Brian Stark
> Subject: Re: Infinium case 11580
> 
> Correct.
> 
> The main thing is both cards function correctly and both slots
> function correctly. This was an operating system issue.

Pfft, oh yeah, like that'd ever be true.

> ----- Original Message -----
> From: Brian Stark
> To: Bill Duffy
> Sent: Mon Mar 09 14:56:57 2009
> Subject: RE: Infinium case 11580
> 
> So if I follow this correctly, here's how the slots are currently
> set-up:
> 
> Slot 0 (top) -- original secondary
> Slot 1 (bottom) -- original primary
> 
> And the system is currently booting off of slot 0, e.g. the original
> secondary.
> 
> Correct?
> 
> 
> 
> -----Original Message-----
> From: Bill Duffy 
> Sent: Monday, March 09, 2009 1:44 PM
> To: Brian Stark
> Subject: RE: Infinium case 11580
> 
> Lost track since I tried every card in every slot.
> 
> Here are the steps...
> 
> Try to system copy init....it failed.
> Replaced secondary flash with my flash, tried to system copy
> init...failed. System halt swap the 2 flashes.
> Boot off of my flash then run a config reset.
> Login as admin and copy config from secondary...works. Good sign.
> 
> So his config on my flash...system copy init works
> System upgrade -s to 4.0.1.2...works.
> Reboot -s works
> 
> Put the original secondary back in (as secondary).
> System copy init....works
> System upgrade -s...works
> Reboot -s...works
> 
> Create some vsvrs and vols
> Create some mirrors.
> 
> System conf copy....works
> 
> Run for the door.
>  
> 
> -----Original Message-----
> From: Brian Stark 
> Sent: Monday, March 09, 2009 4:13 PM
> To: Bill Duffy
> Subject: RE: Infinium case 11580
> 
> OK, is the original primary flash still the original?  Or is it now
> the secondary?  If secondary, did you confirm that the system could
> be booted from that particular flash?
> 
> You said you booted from a flash that you had and then copied over
> the config.  Did you boot from the top or bottom slot, e.g. did you
> move the customer's original primary flash?  If you booted from the
> bottom slot, then I assume you changed the boot_dev env variable.
> 
> I'm basically just looking for some more details on the sequence of
> events to get the customer going again.  
> 
> 
> 
> 
> -----Original Message-----
> From: Bill Duffy 
> Sent: Monday, March 09, 2009 1:09 PM
> To: Brian Stark
> Subject: RE: Infinium case 11580
> 
> Yes it is.
> 
> -----Original Message-----
> From: Brian Stark 
> Sent: Monday, March 09, 2009 4:07 PM
> To: Bill Duffy
> Subject: RE: Infinium case 11580
> 
> Is it in use right now at the customer site?
> 
> 
> -----Original Message-----
> From: Bill Duffy 
> Sent: Monday, March 09, 2009 1:05 PM
> To: Brian Stark
> Subject: RE: Infinium case 11580
> 
> Sorry I overwrote it.
> 
> -----Original Message-----
> From: Brian Stark 
> Sent: Monday, March 09, 2009 3:52 PM
> To: Bill Duffy
> Cc: Andy Sharp
> Subject: RE: Infinium case 11580
> 
> Bill,
> 
> OK, that's very good to know.  Can you send the primary CF back to me
> for failure analysis?
> 
> 
> Thanks,
> Brian
> 
> 
> -----Original Message-----
> From: Bill Duffy 
> Sent: Monday, March 09, 2009 12:45 PM
> To: Brian Stark
> Subject: RE: Infinium case 11580
> 
> The issue was with the primary compact flash not the cougar. I booted
> off a flash I had on me copied over their config and all was well.
> 
> -----Original Message-----
> From: Brian Stark 
> Sent: Wednesday, March 04, 2009 4:08 PM
> To: Rich LaReau; Caeli Collins; John Culp
> Cc: Andy Sharp; Fred McFadden (Glasshouse); Joachim Thiessen; Bill
> Duffy Subject: Re: Infinium case 11580
> 
> I also agree that we should send someone onsite.  
> 
> To debug this, we need to get the SSC serial console connection
> working.  There are messages in PROM during boot-up that will help.
> This will also be needed to change the boot_dev env variable to boot
> from a different slot.
> 
> 
> Brian
> 
> 
> ----- Original Message -----
> From: Rich LaReau
> To: Caeli Collins; Brian Stark; John Culp
> Cc: Andy Sharp; Fred McFadden (Glasshouse); Joachim Thiessen; Bill
> Duffy Sent: Wed Mar 04 12:57:33 2009
> Subject: RE: Infinium case 11580
> 
>  
> I agree.  Customer is in Texas I believe.
> 
> Rich
> 
> 
> -----Original Message-----
> From: Caeli Collins 
> Sent: Wednesday, March 04, 2009 12:55 PM
> To: Rich LaReau; Brian Stark; John Culp
> Cc: Andy Sharp; Fred McFadden (Glasshouse)
> Subject: Re: Infinium case 11580
> 
> If this is a new install, and it hasn't worked since it was
> installed, we should look at sending someone on site.  Not a good
> start on their experience.
> 
> ----- Original Message -----
> From: Rich LaReau
> To: Rich LaReau; Brian Stark; Caeli Collins; John Culp
> Cc: Andy Sharp; Fred McFadden (Glasshouse)
> Sent: Wed Mar 04 12:49:17 2009
> Subject: RE: Infinium case 11580
> 
>  
> Fred confirms that we've been booting from the top slot.  The lower
> slot was swapped with a new shipped card, then back again, no joy.  I
> wanted them to try to take the good card from the top slot and try to
> boot off it on the bottom slot (leaving the top slot empty) but
> customer gave up and left the site before then.  
> 
> Rich
> 
> 
> -----Original Message-----
> From: Rich LaReau
> Sent: Wednesday, March 04, 2009 12:44 PM
> To: Brian Stark; Caeli Collins; John Culp
> Cc: Andy Sharp
> Subject: RE: Infinium case 11580
> 
> 
> At this point I think we've exhausted customer's patience, and will
> probably need to do the RMA regardless.   
> 
> Attached are the dmsg we got from the last boot-- was that what you
> needed?  We couldn't ever get a serial console to work.  
> 
> Let me know what you'd like me to do.
> 
> Rich
> 
> 
> -----Original Message-----
> From: Brian Stark
> Sent: Wednesday, March 04, 2009 12:28 PM
> To: Rich LaReau; Caeli Collins; John Culp
> Cc: Andy Sharp
> Subject: Re: Infinium case 11580
> 
> I need to see the SSC console logs before we do an RMA.  Also, what
> CF slot is primary and which is secondary?  Have you tried booting
> without the suspect CF installed? 
> 
> Also, I'm copying Andy Sharp so that he can weigh in.
> 
> Note that we test both CF slots in Ops prior to shipment.
> 
> 
> 
> ----- Original Message -----
> From: Rich LaReau
> To: Brian Stark; Caeli Collins; John Culp
> Sent: Wed Mar 04 12:23:04 2009
> Subject: Infinium case 11580
> 
> 
> 
> Hi all,
> 
> We have an ongoing problem at Infinium in Chicago.  They needed to
> upgrade to resolve a problem, but we could not get the secondary
> flash to mount.  We shipped a new flash and when that one is used the
> system won't come up at all (even though we're still booting off the
> same, primary card!)  We tried several permutations, and I'll have
> some dmsg logs shortly.  In the meantime, I think we should RMA this
> unit and get him started fresh.  
> 
> System (3310 running 4.0.1.0)  is not in production, but customer is
> pretty upset.  The unit is in a remote data center, so has been hard
> to reach to get worked on.  
> 
> Fred is updating case and sending logs.  More to come.
> 
> Rich
