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RMA UTM-1 / Power-1:
Step 1
Review the MAC of the appliance for either support or valid warranty:
Go to Reports & Queries -> Products
Check the MAC under the CK tab.
Make sure the warranty is valid.
Otherwise, make sure there’s support contract attached to this appliance (under the same search in the Reports & Queries).
NOTES:
If the appliance is not covered by a valid warranty or a support contract, inform a TL and close the SR.
If the appliance is covered, continue to step 2.
Step 2
What are the symptoms the customer is facing?
List of RMA reasons:
1. DOA (Dead on Arrival)***: For any of the reasons bellow within 30 days since the appliance was shipped to the customer.
2. Damaged on Arrival: Scratch appliance, broken power cord, bended chassis, damaged LCD panel, etc. within 30 days since appliance was shipped to the customer.
3. Hard Drive Failure* ***: The HD is not recognized during boot.
Can be verifies easily with the output from when the appliance is booting.
4. No power*: No LED’s are on, the fan is not working.
If changing the electricity socket and replacing the power cord didn’t solve the issue, then the problem is probably with the Power Supply.
5. No console output***: If using different cables and monitors doesn’t solve the issue and RFD (Restore to Factory Default) doesn’t solve the issue then the issue is probably with the console port (physically).
6. Port failure* ***: Relevant only when ALL traffic is dropped (make sure it is not the kernel that drops the traffic)
Same as “no console output” + check drivers are up to date and installed properly.
7. Bios alarm***: RDF and or updating the BIOS (contact R&D for latest BIOS) should solve this.
8. Led failure: Relevant only if the LED is off at all times. No troubleshooting is relevant if the LED is off at all times. If for example the HD LED indicates a problem with the HD, then this is HD failure and not LED failure.
9. Fan failure*: Relevant in two cases:
a. The fan is not working at all – the appliance is over heated; No troubleshooting is needed besides the customer “word for it”
b. The fan is working slower then it should; review the HW diagnostic tool’s output to see if this is normal spinning speed of the fan, and if not involve R&D (there are several sub-models for each UTM-1’s model {UTM-1 270 has about 4-5 sub-models} and there are several versions of the HW diagnostic tool).
10. Default configuration incorrect***: Re-imaging the appliance should solve misconfiguration (sk37231, sk37632).
11. Loose hardware* **: For example, the network cable needs to be taped to the port in order for it not to fall, loose buttons, etc.
12. Installation***: Initial installation fails due to HW/OS errors.
Re-imaging the appliance should solve this (sk37231, sk37632).
13. Performance***: Slow connections, appliance overheating, CPU usage is high at all times (not a memory leak). If not replicable and after reviewed by R&D may be RMA; Make sure you re-image before RMA!
14. Missing Hardware/accessories**: Missing power cords, cables, screws, etc.
Notes:
* In Power-1 you can RMA just the faulty part instead of the whole appliance.
** No need to RMA the whole appliance if only one accessory is faulty/missing.
*** RFD the appliance based on step 4
Step 3 - HW diagnostic tool:
Use the HW diagnostic tool in order to collect more details on the HW performance;
The tool is available via the LCD panel or the boot menu.
For more details on the HW diagnostic tool go to the following link:
?HashKey=1249828892_3d9e7dd64cfa429c2acc472714ff&xtn=.pdf
Step 4 - How to perform RFD:
Refer to sk37632 or sk37231 for the procedure.
Use the table below in order to provide the customer with the relevant ISO (\\odyssey\image\CPsuite-<ISO Branch>\<Take No.>).
Appliance Model Software Release ISO Branch
Power-1 11000 R70 Hoverfly0 take_33
Power-1 9070 Image1: R65 Dragonfly take_42
Power-1 5070 Image2: R65 CoreXL Dragonfly take_42
Power-1 9070 Image1: R65 Dragonfly take_46 (fixes sk35362)
Power-1 5070 Image2: R65 CoreXL Dragonfly take_46 (fixes sk35362)
Power-1 9070 Image1: R65 Dragonfly_10g take_21 (10GbE support)
Power-1 5070 Image2: R65 CoreXL Dragonfly_10g take_21 (10GbE support)
Power-1 9070 R70 flo_GA_CRs take_164
Power-1 5070 R70 flo_GA_CRs take_164
UTM-1 3070 R65 with MS Dragonfly take_42
UTM-1 2070 R65 with MS Dragonfly take_42
UTM-1 1070 R65 with MS Dragonfly take_42
UTM-1 570 R65 with MS Dragonfly take_42
UTM-1 270 R65 with MS Dragonfly take_42
UTM-1 3070 R65 with MS Dragonfly take_46 (fixes sk35362)
UTM-1 2070 R65 with MS Dragonfly take_46 (fixes sk35362)
UTM-1 1070 R65 with MS Dragonfly take_46 (fixes sk35362)
UTM-1 570 R65 with MS Dragonfly take_46 (fixes sk35362)
UTM-1 270 R65 with MS Dragonfly take_46 (fixes sk35362)
UTM-1 3070 R70 flo_ga_crs take_164
UTM-1 2070 R70 flo_ga_crs take_164
UTM-1 1070 R70 flo_ga_crs take_164
UTM-1 570 R70 flo_ga_crs take_164
UTM-1 270 R70 flo_ga_crs take_164
UTM-1 130 R65 with MS Butterfly take_25
NOTE: There are several sub-models.
For example – Power-1 9072 which is used for Connectra.
In these cases the HW specs are as the other appliances of these models.
However, keep in mind the ISO is different.
Notes:
**In older UTM-1 models (UTM-1 450, 1050, 2050) use the RFD USB key in order to RFD the appliance (the key is given with each appliance).
**Connectra appliances:
Our old Dell appliances came with Connectra NGX R62 and R62CM:
R62: Y:\image\CPsuite-Esther_rcd_022\take_11
R62CM: Y:\image\CPsuite-espan_cm_rcd\take_11
Our new 270, 3070, 9072 appliances come with Connectra NGX R66:
R66: Y:\image\CPsuite-fiji_hfa\take_63\ISO\
Important:
If the issue for which the SR was opened is solved with RFD and reoccurs after policy installation, restoring a backup file, importing an export file, etc, then this is not HW issue and RMA should be denied.
RMA should only be approved if RFD was successful, but the issue still occurs.
Step 5
If all of the above failed to solve the issue or to determine the HW is working properly, initiate the RMA:
Get a manager’s approval for the RMA (ask your TL to approve the RMA).
Fill the RMA Assignment (can be taken from \\planet\support\users\shain\HW).
Make sure the MAC is in the case:
Attach the filled up RMA Assignment to the case and add its content as an internal note.
Change sub-status to “solution provided”.
Assign to “HARDWARE_SERVICES”.
Notes:
A customer that has opened an RMA requests will usually have a machine down and in many cases a network down situation.
Give RMA SR’s high priority in your queue in order to determine as quickly as possible if this is a HW problem or not.
Firefly (AKA Integrated Appliance Solution – IAS; M2,M6,M8):
1. TAC opens a case with Sycomp via web interface
- (username:IBM_******@, password: 18FFsc)
2. Call Sycomp after ticket is created –
+1-650-587-3509 (24X7 coverage)
3. Sycomp will contact IBM and perform all correspondence for us
4. IBM follows:
Troubleshooting - IBM will attempt to diagnose and resolve your problem over the telephone
CRU (Customer Replaceable Units) - Hard drives, memory DIMMS
FRU (Field Replaceable Units) - IBM will try to replace some parts that can be replaced on site (field).
In case end user contact is needed, IBM to call the customer directly (Troubleshooting / CRU/ FRU)
NOTE:
The product is built per customer’s order - offering is very wide HW wise (NICs, Memory cards, etc.) and SW wise (~20 versions and products)
Additional Hard Drives
Description
CPAP-APXL-DDM1
IBM 73GB 15K-rpm Ultra320 SCSI Hot-swap Disk Drive
CPAP-APXL-DDL1
IBM 300GB 15K-rpm Ultra320 SCSI Hot-swap Disk Drive
Additional NIC Options
CPAP-APXL-DLN2
Intel Pro 1000 PT Dual Port Gigabit Copper Network Adapter
CPAP-APXL-QDN4
Intel Pro/1000 PT Quad Port Gigabit Copper Network Adapter
CPAP-APXL-FRN1
Intel Pro 1000 PF Single Port Gigabit Fiber Network Adapter
CPAP-APX-DFBR
Intel Pro/1000 PF Dual Port Gigabit Fiber Network Adapter
CPAP-APXL-QFBR
Intel Pro /100 PF Quad Port Gigabit Fiber Network Adapater
CPAP-APXL-SFTG
Intel 10Gbe XF Single Port 10 Gigabit Fiber Network Adapter
CPAP-APXL-DFTG
Intel 10Gbe XF Dual Port 10 Gigabit Fiber Network Adapter
Remote HW System Controller Card
CPAP-APXL-RSA2
IBM Remote System Access Card
Additional Power Options
CPAP-APXL-RDPR
Redundant Power Supply Unit for M6 Appliance
Additional Memory Options
CPAP-APXL-MEM2
Additional Memory Upgrades (2GB)
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