RSS4000 Trouble Shooting Guide

Symtom Possible Cause Recommend Acons Note

hardware status: RAID- One of the HDD is not

RMA.
-Degraded(V6.4/V7.0) working well

Please do not do any operation until the status goes back to normal.
It might take 4-8 hours for RSS to finish the Build & Verify phase.
If the status remains Build & Verify after 48 hours, RMA.
hardware status: RAID- RSS unit was powered
Please shut down the system either using telnet command "reboot" or
-Build & Verify(V6.4) off abnormally.
going to WebUI shutdown page by pressing "shutdown" or "reboot"
button.
RSS could be
accessed from The build & verify is safe.
WebUI It might take 6 hours if no stress on RSS unit or 9.5 hours if having stress
on RSS unit to finish the Build & Verify phase.
hardware status: RAID- RSS unit was powered We upgrade SuperMicro RAID driver in V7.0. Somehow RSS will be in
-Build & Verify(V7.0) off abnormally. build & verify status during system start-up.
Please shut down the system either using telnet command "shutdown" or
"reboot" or going to WebUI shutdown page by pressing "shutdown" or
"reboot" button.
Either the
hardware status
environment around Clean the air outlet on the back panel of unit.
shows Fan's working
fan is abnormal, or Or RMA.
abnormally
the fan is broken.

Possible root cause: The issues could be fixed without RMA: file system issue, database issue.
RSS is pingable and DSP card issue, file The issues need RMA: DSP card damaged.
RSS4000 V7 0 booting up log from console.log
can telnet. system issue, database 1. Need serial log!
issue. Please refer to "Serial Log Capture" sheet.
The issues could be fixed without RMA.
1. Need serial log!
RSS is pingable but Probably file system Please refer to "Serial Log Capture" sheet.
can not telnet. damaged issue. 2. Restart system then enter rescue mode.
3. telnet system on port 44.
3. type "e2fsck /dev/sda1" and then "e2fsck /dev/sda2",
1. Need serial log!
Lan1(ethernet 0) is not
RSS is not pingable, Please refer to "Serial Log Capture" sheet.
up; or use pinged the
there's output from 2. Search the serial log--"eth0: link becomes ready"
RSS could NOT wrong ip address; or
serial port. 3. Login RSS with console connection, check lan1 status (the
be accessed Lan1 port is broken.
IP/netmask/gateway settings are correct)
from WebUI
DOM card damaged or It very hardly happens!
RSS is not pingable,
booting sequence in Please make sure the operator is doing in right way.
no output from serial
BIOS is disordered(it Reference "Serial Log Capture" to check the settings are correct, ensure
port.
happens with V6.0). the RS232 cable works ok.
HDD damaged may
cause this issue (only
RSS keeps rebooting. Need serial log.
happens with V7.0 or
before).
DOM card damaged or
Reference "Serial Log Capture" to check the settings are correct, ensure
RSS is pingable, not booting sequence in
the RS232 cable works ok. Ensure the serial port works ok.
serial log output. BIOS is disordered(it
happens with V6.0).
 V6.4, each time RSS starts up, file system
checking is required.

V7.0. one telnet command was added-"fscheck

File system might be 1. Capture serial log/reboot system in a right way.
Upgrade from V6.0 to {on|off}" and the default value is off.
corrupted, in V6.4 2. Monitor the process during system is booting up.
V6.4/system did not
there brought file 3. If webUI goes to "rescue mode", please "check file system" and
boot up within 20 V8.0. one more value was added into this
system check after "reboot" it.
minutes. command-"fscheck {on|off|whenerror}" and
startup. 4. Please do NOT power off unit/keep it running at least 24 hours.
the default value is whenerror, which means
the file system checking will be performed if
the system was abnormally powered off last
time.
Upgrade from V6.X to
1. Capture serial log/reboot system in a right way.
V7.0/system did not
slow booting up 2. monitor the process during system is booting up.
boot up within 20
3. please do NOT power off unit/keep it running at least 24 hours.
Upgrade/downg minutes.
rade
Each downgrade attempt seems to fail at a section stating Permission
denied which prevents completion. The UI only reports “booting”. Using
the rescue method to force 6.4 package 2 onto the device also fails at
same point. From the serial log, you can find "sh:
Downgrade failure /opt/rss/postgresql/bin/pg_ctl: Permission denied"
from V7.0 to V6.4 or
V6.0, pingable/serial Telnet RSS4000 and enter shell mode, check the authority of
Direction authority
port/telnet works ok, /opt/rss(using ls -l). if the output is not "drwxrwxrwx", then do below:
issue.
while webpage cannot
be accessed Go to rescue mode, upgrade system to V6.4 HF build 33308.

You can get the HF (RSS4000 v6.4 HF 33308.pkg) from below:

FTP server: 172.21.6.15(intranet)/140.242.6.173(internet)
Account: plcmpgst3/E491ss2f0!
Folder: /PCTC_products/RSS4000/V6.4 HF/

RSS4000 V6.0 or V6.4, in shell mode, check the suthority of

/etc/rmx1000(using ls -l).
If the output is not "drwxrwxrwx", then do below:
cd /etc
chown –R root:root rmx1000
Chmod 777 rmx1000

[V6.4 HF build 33308 can also solve this issue]

RSS activation
Failed to activate RSS RSS4000 V7.0, in shell mode, check the suthority of /etc/rss4000(using ls -
issue
l).
If the output is not "drwxrwxrwx", then do below:
cd /etc
chown –R root:root rss4000
Chmod 777 rss4000

Then reboot system.