Service and support options

Use the Service and Support menu to reset a compute node, download relevant service data, and if support is enabled, report problems to Lenovo Support.

You can troubleshoot chassis problems through the CMM web interface. When you troubleshoot compute nodes, a service reset (sometimes called a service-level reset) might be required. The Service Reset page of the CMM web interface contains both types of service resets: the hard restart and virtual re-seat. Both are described in this section.

  • Hard restart - Resets the system-management processor of the selected component.
  • Virtual re-seat - Simulates removing the hardware from the chassis to remove power and then reinserting it.
    Attention: If you are managing your Flex System chassis using the optional Flex System Manager software, you must unmanage and remanage the chassis when performing virtual re-seat of the primary CMM using the service -vr command. See Flex System Manager management node information center page for information.
Note: Along with the procedure that follows, there are compute node restart options on the Compute Nodes page of the CMM web interface. From the CMM web interface home page, click Chassis Management > Compute Nodes, and select a compute node to reset. Click Power and Restart; then, select an option.
Use the following instructions to perform a service reset on a node in your chassis:
  1. From the CMM web interface home, click Service and Support > Advanced Status > Service Reset.
  2. Select the node to reset, click Reset, and choose a reset option.

The following illustration shows the Service Reset page.


Illustration showing the Service Reset page, with the Reset options Virtual Re-seat and Hard Restart displayed.

In some troubleshooting cases, you might be required to download service data for your system or individual node. You can download service data from the CMM web interface. Use the following information to access the CMM web interface Download Service Data page.

Note: You cannot collect service data for Power Systems compute nodes from the CMM web interface.
  1. From the CMM web interface home, click Service and Support > Download Service Data.
  2. Select the option to download or email the service data that is needed.

The following illustration shows the Download Service Data page options


Illustration showing the Download Service Data page with the following options: Download Mgmt Module Data Now, Send Mgmt Module Data to e-mail recipient, Compute Node Service Data, and Storage Node Service Data.

When support is needed, you can contact Lenovo Support or your approved service provider by using the Service Advisor software. Service Advisor is on the CMM and monitors the chassis hardware events. When Service Advisor detects a hardware event, it can be reported to Lenovo Support, or depending upon your service agreement, an approved service provider. For each automatic support notification Lenovo receives, a service ticket will be opened, and a follow-up call will be made. For you to use Service Advisor, it must be enabled and configured to send an automatic support notification to Lenovo support.

Complete the following steps to enable Service Advisor:
  1. From the CMM web interface home, click Service and Support > Settings.
  2. On the IBM Support page, select the Enable IBM Support check box, enter the applicable information, and click Apply at the bottom of the page.

The following illustration shows the Service and Support > Settings page.


Illustration showing the Service and Support > Settings page, with options to enable Lenovo Support, enter contact and alternate contact information, and to enable outbound connectivity.

The following table describes the options and settings that are available through the Service and Support menu.

The Service and Support menu table is a multi-row, three-column table that contains descriptions of all the web interface options that are accessible from the Service and Support page. Column one contains the navigation bar option. Column two contains the menu items that are available from the navigation bar option. Column three contains the options and their descriptions that are available under the menu items.

Navigation bar option Selection Description
Service and Support Problems The Problems page contains a list of serviceable problems that have been opened and the status of their resolution. The following information is available on the Problems page:
  • Serviceable Problem List - Serviceable events that have occurred and information about each event. The following information is available for each event:
    • Corrected - Whether a problem has been resolved. One automatic support notification is performed for an event ID every 120 hours. If you select the check box, the delay time is reset and another automatic support notification is performed the next time the event occurs.
    • Message - Text describing an event that is related to a problem.
    • Severity - Event severity.
    • Problem Status - Status of the automatic support notification.
    • Ticket Number - Assigned ticket number provided by Lenovo Support.
    • File Transfer Server - Whether a problem was also sent to a configured server.
    • Source Component - Device in the chassis that is related to the problem.
    • Event Date - Date and time an event occurred.
    • Event ID - Unique identifier for an event.
  • Export - Select a file format to save the information to a file
  • Ignored Problems - User-created list of serviceable events that will be excluded from call home requests.
Settings The Settings page contains options to enable and configure two forms of automatic support notifications for chassis events. A green status icon indicates whether one of the methods is configured for automatic support notification capability. The following tabs are on the Settings page:
  • IBM Support - The following options are available from the IBM Support tab:
    • Enable IBM Support - Enable automatic support notification for the defined Lenovo Service Support Center.
    • IBM Service Support Center - Country where the Lenovo Service Support Center is located.
    • Contact Information - Information that the Lenovo Service Support Center will use to follow up on a problem.
    • Alternate Contact Information - Information that the Lenovo Service Support Center will use to follow up on a problem if the contact cannot be reached using the primary contact information.
    • Outbound Connectivity - Define an HTTP proxy if there is not a direct connection to the Lenovo Service Support Center.
  • File Transfer Server - Send service information automatically to a defined FTP, TFTP or SFTP server in the network.
Advanced The Advanced page contains detailed status information about the health and connectivity of the CMM. The following tabs are on the Advanced page:
  • Connectivity - List of all possible chassis components and the status of their connection to the primary and redundant CMMs.
  • Built-In Self Test - List of self-tests that are completed during the initialization of the primary and redundant CMMs.
  • Redundant Management Module Firmware Status - Status related to the firmware update of the standby CMM, if one is installed. When the primary CMM has a firmware update, the same level of firmware is installed on the standby CMM. After the firmware is installed, the standby CMM is restarted and uses the updated firmware.
  • Service Reset - This tab is intended for use by service personnel. Two types of component level resets might be available for a component.
    • Reset - Lists the types of component level resets that are available for a component:
      • Virtual Re-seat - Simulates the physical action of removing the node from the chassis to remove power and then reinserting it.
      • Hard Restart - Resets the system-management processor of the selected node.
    • Refresh - Refreshes the Service Reset page.
Attention:
  • Performing a virtual reseat on Flex System components might result in the loss of data. Do not perform a virtual reseat unless you are instructed by Lenovo Support. Prior to executing a virtual reseat, perform any needed operations to protect user data.
  • Performing a virtual reseat on an Flex System V7000 storage node (or storage cluster) might result in the loss of data. Do not perform a virtual reseat on an Flex System V7000 storage node (or storage cluster) unless you are instructed by Lenovo Support. Prior to executing a virtual reseat, perform any needed operations to protect user data.
Important:
  • Instead of performing a virtual reseat on an Flex System V7000 storage node, use the "Powering on and powering off the clustered system" procedure to power off an Flex System V7000 storage node, if needed (see Powering on and powering off the clustered system).
  • If you do perform a virtual reseat on an Flex System V7000 storage node, one or more nodes might cause a node error 578 and be unavailable. Use the Flex System V7000 storage node troubleshooting information to troubleshoot issues caused by the virtual reseat option (see Flex System V7000 Troubleshooting).

    For more information on Flex System V7000 storage node error 578, see Flex System V7000 error 578.

  • During a virtual reseat, the component will experience a temporary loss of communication and its power state will change.
  • If you are managing your Flex System chassis using the optional Flex System Manager software, you must unmanage and remanage the chassis when performing virtual reseat (service-level reset) of the primary CMM. See Unmanaging a chassis and Remanaging a chassis after unmanaging for information.
Note: Do not perform a virtual reseat on a compute node that indicates it is in maintenance mode. Indications of maintenance mode are shown in the CMM or IMM event logs and by management applications such as the optional Flex System Manager software.
Service and Support Download Service Data The Download Service Data page contains the options to generate service data files for components in the chassis. The service data is compressed into a file that can be used by Lenovo Support personnel to assist you in solving problems. Generally, the service data options are used only when they are requested by Lenovo Support personnel. The following options are available:
  • Download Mgmt Module Data - Generates the CMM service data file in .tar format.
  • Send Mgmt Module Data to Email Recipient - Sends the service data file to specified email recipients. The service.txt file is included as an attachment. For you to use this option, an SMTP server must be specified in Mgmt Module Management > Network SMTP.
  • Compute Node Service Data - Generates service data from compute nodes. You must select the compute node, type of service data, and action to perform. All compute node types do not support all options and service data types that are provided. The following actions are available within this option:
    • Compute Node to download data for - Select the compute node to download service data from.
    • Dump type - Select the type of service data to download.
    • Collect - Transfers the service data file from the compute node to the CMM. This option does not generate a new service data file; it only transfers the existing service data file to the CMM. You must use other means to determine whether a service data file exists on the compute node. You cannot access the service data file from the CMM user interface. When the file has been collected, you can view the /service directory at: Mgmt Module Management > File Management. You can now transfer the service data file from the compute node to the CMM by using FTP. If there is a problem with the FTP transfer, a Not_available.txt file is generated in the /service directory with information about the problem.
    • Initiate and Collect - Generates a new service data file on the compute node and overwrites any existing file. The CMM will collect the generated service data file. When the file has been collected, you can view the /service directory here: Mgmt Module Management > File Management. You can now transfer the service data file from the compute node to the CMM using FTP. If there is a problem with the FTP transfer, a Not_available.txt file will be generated in the /service directory with information about the problem.
  • Storage Node Service Data - Generate service data from storage nodes. Select the storage node, type of service data, and action to perform. All storage node types do not support all options and service data types that are provided. The following actions are available within this option:
    • Storage Node to download data for - Select the storage node to download service data from.
    • Dump type - Select the type of service data to download.
    • Collect - Transfers the service data file from the storage node to the CMM. This option does not generate a new service data file; it only transfers the existing service data file to the CMM. You must use other means to determine whether a service data file exists on the storage node. You cannot access the service data file from the CMM user interface. When the file has been collected, you can view the /service directory at: Mgmt Module Management > File Management. You can now transfer the service data file from the storage node to the CMM by using FTP. If there is a problem with the FTP transfer, a Not_available.txt file is generated in the /service directory with information about the problem.
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Service and Support Download Service Data
  • Storage Node Service Data(continued)
    • Initiate and Collect - Generates a new service data file on the storage node and overwrites any existing file. The CMM will collect the generated service data file. When the file has been collected, you can view the /service directory here: Mgmt Module Management > File Management. You can now transfer the service data file from the storage node to the CMM using FTP. If there is a problem with the FTP transfer, a Not_available.txt file will be generated in the /service directory with information about the problem.
  • IOM Service Data - Generates a new service file on the I/O module that overwrites any existing service file. The service file is then transferred from the I/O module to the CMM filesystem. When the transferal is complete, the /tftproot service directory can be accessed from the Mgmt Module Management > File Management page. The file can be obtained from the CMM by file transfer.
    Note: Some I/O modules might not support the collection of detailed service data.
Parent topic: Web interface options