Troubleshooting

Dell™ PowerVault™ 715N NAS Appliance System Administrator's Guide

Troubleshooting Tools and Techniques

Because the Dell™ PowerVault™ 715N NAS Appliance is a "headless" system that does not have a keyboard, mouse or monitor, you must use other methods for troubleshooting issues and conditions. This section provides suggestions for and information about alternate troubleshooting tools and techniques.

Console Redirection

Console redirection allows you to directly attach a client system to the NAS appliance for local management and troubleshooting. For more information about console redirection, see "Using Console Redirection" in the "Advanced Features" section.

Serial Connection

You can directly attach a client system to your NAS appliance using a serial cable and the administration port to configure or troubleshoot your NAS appliance. For more information about using a serial connection, see "Configuring Your System Using a Serial Connection" in the "Introduction" section.

Ping Your NAS Appliance

If you are unable to connect to the NAS appliance using the NAS Manager, try to ping the appliance. From a client system, click the Start button and click Run, and then type cmd. At the command prompt in the cmd.exe window, type ping <system_name>, and then press <Enter>. If you can ping the NAS appliance but cannot access it through the NAS Manager, your NAS appliance might still be booting into Microsoft® Windows® and might not have started the Microsoft Internet Information Services (IIS).

My Network Places

If you have a Windows 2000 client system on the same subnet as the NAS appliance, double-click My Network Places. Browse through the network and locate your NAS appliance.

System LEDs and Beep Codes

If your NAS appliance is not booting or responding properly, you can diagnose some problems using the system's LEDs and beep codes. For more information about the LEDs and beep codes, see your system's Installation and Troubleshooting Guide.

Terminal Services

You can use the Terminal Services Client to directly connect to your NAS appliance from a client system. Run Terminal Services Client, type the server name of your NAS appliance in the Server text box, and then click Connect.

Troubleshooting Issues

Use the following tables to help you troubleshoot various conditions that might occur on your NAS appliance.

General

Table 7-1. General Troubleshooting Issues

Issue

Possible Cause

Resolution

I just created a new volume on my system but cannot see the volume on Windows Explorer through Terminal Services.
Terminal Services cannot update to show a new volume during the session in which it was created.
Exit from Terminal Services, and then reconnect. The volume should now be visible.

I am trying to select the Administer My Appliance link on the opening page of the PowerVault NAS Manager, but the link does not function properly.
The user account that you used to log on to the domain does not have administrator privileges. The link does not work for people without administrator privileges.
Type the address of the PowerVault NAS Manager manually in your browser. For non-SSL connections, type: http://<server-name or IP address>:1278. For SSL connections, type: https://<server-name or IP address>:1279.

I have just deleted a volume, and now I am unable to view my shares in the Dell PowerVault NAS Manager.
In the event that a volume with shares is deleted, PowerVault NAS Manager cannot display any shares until the shares that were directed to the deleted volume are removed.
Use Terminal Services Advanced Client to remove the shares for the deleted volume. Exit PowerVault NAS Manager, and restart the system. The shares should now be visible.

I have just added an HTTP share but cannot see it from PowerVault NAS Manager.
For security purposes, directory browsing is not enabled by default on an HTTP share directed to the same folder or volume as another share for security purposes.
To enable directory sharing for an HTTP share, from the PowerVault NAS Manager Maintenance page, click Terminal Services Advanced Client, and then modify the Web sharing properties of the folder.

I have just changed the IP address of my system, and now I cannot administrate it through PowerVault NAS Manager.
Although the IP address changed, your local host is still trying to communicate with the system using the old IP address.
Close Microsoft Internet Explorer (or for Linux only, Netscape 6.1 or later). Restart the PowerVault NAS Manager.

In PowerVault NAS Manager, if I click OK, and then click Cancel, it doesn't seem to cancel the operation.
Cancel does not dynamically stop an update to the system after you click OK.
If an operation has been performed in error, the system administrator must change the setting back manually.

I see the following error message in the event log: WMI ADAP was unable to load the winspool.drv performance library due to an unknown problem within the library: 0x0.
This is an issue with the WDAP Performance library and is documented on Microsoft's website.
Connect to the system via Terminal Services Advanced Client, and then open a local command prompt. Type the following syntax: WINMGMT/CLEARADAP. When the prompt returns, type: WINMGMT/RESYNCPERF winmgmt service PID.

When I select the Check All box, and then deselect one or more choices on some screens in the PowerVault NAS Manager, the Check All box remains selected
The Check All box does not automatically deselect, which does not indicate that all items in the list are selected.
This behavior does not affect functionality. The Check All box does not indicate what has specifically been selected or deselected.

I have changed the password for the administrator account; however, several minutes have passed and I have not been queried for the new password.
The PowerVault NAS Manager does not automatically refresh the account information for the administrator while in the PowerVault NAS Manager. Instead, it does the refresh as a timed function.
The password was successfully changed. If you want to confirm that the new password is in affect, close the browser, and then reconnect. The new password should work, but the old one should not.

I have just brought up my new NAS appliance on the network, but I am unable to upload files using FTP even though I am the administrator.
By default, no user has write privileges on the default FTP site.
The FTP permissions must be configured using the Microsoft Management Console (MMC). To get to the MMC, click Computer Management on the PowerVault Advanced Administration Menu, which is available through Terminal Services. See the online help for specific information about configuring this service.

I have deleted an FTP share and folder from my NAS appliance. However, when I use Terminal Services to confirm the removal, I can still see the shared folder in the FTP section of the MMC.
By default, this folder is not deleted by the PowerVault NAS Manager.
Manually remove this listing from the listed shared folders in the FTP section of the MMC.

I am looking for a topic on the context sensitive online help in the PowerVault NAS Manager, but it says No Topic Available.
Some sections of the PowerVault NAS Manager do not have context sensitive help.
For information relating to a specific function, see the Windows Powered Help, which is available through Terminal Services by clicking Windows Powered Help on the Advanced Administration Menu, or see the appropriate section in this Administrator's Guide.

I tried to clear the FTP log or the Web (HTTP) Shares log in the Maintenance section of the PowerVault NAS Manager, but I received an error message and the log was not cleared.
The logs are currently locked by the NAS appliance for the FTP service and to support the PowerVault NAS Manager. The logs cannot be cleared in the PowerVault NAS Manager.
Connect to the NAS appliance using Terminal Services and clear these logs using MMC. You can access MMC by clicking Computer Management on the Advanced Administration Menu, which is available through Terminal Services.

While viewing the properties of a user, I selected the General tab. The fields for this user are now all blank.
You were already in the General area and the page did not refresh properly.
Select Cancel or click Back on your browser. Next, reselect the user for whom you wanted to view properties.

I added members to a local group using the PowerVault NAS Manager, but when I click OK, the screen only refreshes.
You might have removed, and then added, the same member to the local group. This might cause the screen to refresh instead of update correctly.
Reselect the Local Groups tab in the PowerVault NAS Manager primary menu. Next, add or remove the appropriate members to or from the local group.

Console redirection shows that the dynamic host control protocol (DHCP) is available, but DHCP exits without getting an IP address
The Kick-Start utility DHCP option might not be enabled.
Ensure that the Kick-Start utility DHCP option is enabled.

The DHCP gets an IP address, and then displays
MTFTP 224.0.1.2 followed by BD ....
The PXE service could not be contacted.
Stop, and then restart the PXE service.

Console redirection displays the message Can not find connection to the computer.
The Windows 2000 client system PV715REC is not available.
Ensure that the Windows 2000 client system with the system name PV715REC is available.

Console redirection displays the message Access denied.
The user named PV715 might not exist or the incorrect password might have been used.
Ensure that the user named PV715 exists and the password is password.

Console redirection displays the message File not found.
The Reinstallation CD might not be available or shared.
Ensure that the Reinstallation CD is inserted into the client system's CD drive and that the CD drive has been shared.

The BIOS does not see hard drive 0 because the hard drive has failed.
The hard drive has failed or the operating system files or boot record is missing or corrupt.
No immediate action is required. The NAS appliance can automatically boot from hard drive 1.

Hard disk 0 has failed, and I need to replace it with a new hard drive.
The hard drive has failed or the operating system files or boot record is missing or corrupt
Follow the steps in "Replacing Hard Drive 0" in the "Advanced Disk and Volume Management" section.

Hard disk 1, 2, or 3 has failed, and I need to replace it with a new hard drive.
The hard drive has failed or the operating system files or boot record is missing or corrupt
Follow the steps in "Replacing Hard Drive 1, 2 or 3" in the "Advanced Disk and Volume Management" section.

My NAS appliance lost power. When I turned it on and it came back up, I had to wait to access it. The system appeared to regenerate the RAID 5 and RAID 1 volumes.
During an unexpected shutdown and reboot, the NAS appliance cannot tell whether one or more write failures occurred. Therefore, following the reboot, the NAS appliance does a rebuild on all volumes and regenerates parity to make sure the files are consistent.
Take no action. Your NAS appliance is functioning as designed.

I inserted four new hard drives in the NAS appliance, and then reinstalled the operating system. The NAS appliance is up and running, and the LEDs are showing activity on the system. However, the NAS appliance does not display in the Kick-Start utility window.
The last step of the reinstallation process is to create the recovery partition and the data volume as RAID 5. The system does not display in the Kick-Start utility window until the RAID 5 synchronization is complete.
Wait until the RAID 5 synchronization is complete. You can check the current status of the RAID 5 synchronization by using the NAS Manager. On the NAS Manager primary menu, click Disks.

I cannot connect to or ping the NAS appliance after turning it on.
Hard drives 0 and 1 have failed or the operating system files or boot record are missing or corrupt.
Use one of two resolutions:
Swap hard disks 0 and 1 with hard disks 2 and 3. When your NAS appliance is running, follow the steps in "Re-establishing the Recovery Partition" in the "Advanced Disk and Volume Management" section.

Connect a client system to the NAS appliance using a null-modem cable. Reboot the NAS appliance, press <F2>, and then select 2 Factory Default Settings from the menu. After the NAS appliance is running, follow the steps in "Re-establishing the Recovery Partition" in the "Advanced Disk and Volume Management" section.

After performing the steps in one of the two procedures in the previous troubleshooting issue that are required to re-establish the recovery operating system, I still cannot connect to or ping the NAS appliance.
Your hard drive main and recovery mirrors are not usable.
Perform the steps in "Reinstalling the PowerVault 715N Operating System" in the "Advanced Disk and Volume Management" section. If you have a backup of your data, restore it. If a backup is not available but your data was in a RAID 5 configuration, follow the steps in "Recovering RAID 5 Data After Reinstalling the Operating System" in the "Advanced Disk and Volume Management" section.

After using Terminal Services to connect to my NAS appliance, I am unable to type using my native language.
The NAS appliance is set to English, the default language.
You can install your native language character set from the Multilingual Support CD that was shipped with your system. For installation instructions, see "Advanced Features."

I cannot get console redirection to work correctly. Only a few keys work on the keyboard and none of the keys work when trying to configure the BIOS.
<Scroll Lock> might be set on your keyboard.
Ensure the <Scroll Lock> light is turned off on the keyboard.

I cannot change the WINS addresses when I click Network on the NAS Manager primary menu, click Network Interfaces, and then click WINS in the Tasks list.
The NAS Manager grays out the WINS Servers Configuration page unless you set the IP Address Configuration page to Use the following IP settings.
To set the WINS addresses from the NAS Manager, click Network on the primary menu, click Interfaces, click IP in the Tasks list. On the IP Address Configuration page, click the radio button for Use the following IP settings, and then type the IP address, Subnet mask, and the Default gateway in the appropriate text boxes.

When I log on to the NAS appliance, the events are cleared from the log.
The Kick-Start utility clears the event logs when it runs.
If you have already configured the network settings on your NAS appliance, turn off the Kick-Start utility. As you shut down the Kick-Start utility, it asks you whether you want to run the Kick-Start utility automatically when the system starts. Select No.

From the NAS Manager primary menu, I click
Disks—> Disk Quota, click Quota in the Tasks list on the Volumes and Quotas page to open the Default Quota for <Volume_Name> page. I click Enable quota management, type a value in the text box and select a value from the drop-down menu in the Set warning level to: area, and then click OK. When I return to the Default Quota for <Volume_Name> page, the Set warning level to: text box is blank but the value in the drop-down menu is correct.
When you set the quota warning level, the level was actually set in the NAS appliance, even though the Set warning level to: text box is blank.This is a design issue that will be corrected in a later release.
Set the quota warning level to the value you want.

I have just installed an application on my NAS appliance by mapping a CD drive share from my appliance. Now it does not seem to reboot properly.
The NAS appliance is unsuccessfully trying to reconnect to the CD drive share.
Make sure that when you map a CD drive share, you do not select Reconnect at logon. Otherwise, you should unmap the CD drive share by opening your Windows Explorer, clicking Tools —> Disconnect Network Drive, selecting the CD drive share, and then clicking OK.

The Telnet option in the NAS Manager does not allow me to enable Telnet on the NAS appliance, even though I have enabled the check box next to Enable Telnet access to this appliance on the Telnet Administration Configuration page.
This option is not enabled. This is a design issue that will be corrected in a later release.
To enable Telnet on your NAS appliance, perform the following steps:

From the NAS Manager primary menu, click Maintenance—> Terminals Services.
Log on to the NAS appliance as an administrator.
If it is displayed, click Exit to close the Advanced Administrator Menu.
Right-click My Appliance.
Click Manage.
Double-click Services and Applications—> Services.
Locate and right-click Microsoft Telnet Services, and then click Start.

Telnet starts on the NAS appliance.

Issue	Possible Cause	Resolution
I just created a new volume on my system but cannot see the volume on Windows Explorer through Terminal Services.	Terminal Services cannot update to show a new volume during the session in which it was created.	Exit from Terminal Services, and then reconnect. The volume should now be visible.
I am trying to select the Administer My Appliance link on the opening page of the PowerVault NAS Manager, but the link does not function properly.	The user account that you used to log on to the domain does not have administrator privileges. The link does not work for people without administrator privileges.	Type the address of the PowerVault NAS Manager manually in your browser. For non-SSL connections, type: http://<server-name or IP address>:1278. For SSL connections, type: https://<server-name or IP address>:1279.
I have just deleted a volume, and now I am unable to view my shares in the Dell PowerVault NAS Manager.	In the event that a volume with shares is deleted, PowerVault NAS Manager cannot display any shares until the shares that were directed to the deleted volume are removed.	Use Terminal Services Advanced Client to remove the shares for the deleted volume. Exit PowerVault NAS Manager, and restart the system. The shares should now be visible.
I have just added an HTTP share but cannot see it from PowerVault NAS Manager.	For security purposes, directory browsing is not enabled by default on an HTTP share directed to the same folder or volume as another share for security purposes.	To enable directory sharing for an HTTP share, from the PowerVault NAS Manager Maintenance page, click Terminal Services Advanced Client, and then modify the Web sharing properties of the folder.
I have just changed the IP address of my system, and now I cannot administrate it through PowerVault NAS Manager.	Although the IP address changed, your local host is still trying to communicate with the system using the old IP address.	Close Microsoft Internet Explorer (or for Linux only, Netscape 6.1 or later). Restart the PowerVault NAS Manager.
In PowerVault NAS Manager, if I click OK, and then click Cancel, it doesn't seem to cancel the operation.	Cancel does not dynamically stop an update to the system after you click OK.	If an operation has been performed in error, the system administrator must change the setting back manually.
I see the following error message in the event log: WMI ADAP was unable to load the winspool.drv performance library due to an unknown problem within the library: 0x0.	This is an issue with the WDAP Performance library and is documented on Microsoft's website.	Connect to the system via Terminal Services Advanced Client, and then open a local command prompt. Type the following syntax: WINMGMT/CLEARADAP. When the prompt returns, type: WINMGMT/RESYNCPERF winmgmt service PID.
When I select the Check All box, and then deselect one or more choices on some screens in the PowerVault NAS Manager, the Check All box remains selected	The Check All box does not automatically deselect, which does not indicate that all items in the list are selected.	This behavior does not affect functionality. The Check All box does not indicate what has specifically been selected or deselected.
I have changed the password for the administrator account; however, several minutes have passed and I have not been queried for the new password.	The PowerVault NAS Manager does not automatically refresh the account information for the administrator while in the PowerVault NAS Manager. Instead, it does the refresh as a timed function.	The password was successfully changed. If you want to confirm that the new password is in affect, close the browser, and then reconnect. The new password should work, but the old one should not.
I have just brought up my new NAS appliance on the network, but I am unable to upload files using FTP even though I am the administrator.	By default, no user has write privileges on the default FTP site.	The FTP permissions must be configured using the Microsoft Management Console (MMC). To get to the MMC, click Computer Management on the PowerVault Advanced Administration Menu, which is available through Terminal Services. See the online help for specific information about configuring this service.
I have deleted an FTP share and folder from my NAS appliance. However, when I use Terminal Services to confirm the removal, I can still see the shared folder in the FTP section of the MMC.	By default, this folder is not deleted by the PowerVault NAS Manager.	Manually remove this listing from the listed shared folders in the FTP section of the MMC.
I am looking for a topic on the context sensitive online help in the PowerVault NAS Manager, but it says No Topic Available.	Some sections of the PowerVault NAS Manager do not have context sensitive help.	For information relating to a specific function, see the Windows Powered Help, which is available through Terminal Services by clicking Windows Powered Help on the Advanced Administration Menu, or see the appropriate section in this Administrator's Guide.
I tried to clear the FTP log or the Web (HTTP) Shares log in the Maintenance section of the PowerVault NAS Manager, but I received an error message and the log was not cleared.	The logs are currently locked by the NAS appliance for the FTP service and to support the PowerVault NAS Manager. The logs cannot be cleared in the PowerVault NAS Manager.	Connect to the NAS appliance using Terminal Services and clear these logs using MMC. You can access MMC by clicking Computer Management on the Advanced Administration Menu, which is available through Terminal Services.
While viewing the properties of a user, I selected the General tab. The fields for this user are now all blank.	You were already in the General area and the page did not refresh properly.	Select Cancel or click Back on your browser. Next, reselect the user for whom you wanted to view properties.
I added members to a local group using the PowerVault NAS Manager, but when I click OK, the screen only refreshes.	You might have removed, and then added, the same member to the local group. This might cause the screen to refresh instead of update correctly.	Reselect the Local Groups tab in the PowerVault NAS Manager primary menu. Next, add or remove the appropriate members to or from the local group.
Console redirection shows that the dynamic host control protocol (DHCP) is available, but DHCP exits without getting an IP address	The Kick-Start utility DHCP option might not be enabled.	Ensure that the Kick-Start utility DHCP option is enabled.
The DHCP gets an IP address, and then displays MTFTP 224.0.1.2 followed by BD ....	The PXE service could not be contacted.	Stop, and then restart the PXE service.
Console redirection displays the message Can not find connection to the computer.	The Windows 2000 client system PV715REC is not available.	Ensure that the Windows 2000 client system with the system name PV715REC is available.
Console redirection displays the message Access denied.	The user named PV715 might not exist or the incorrect password might have been used.	Ensure that the user named PV715 exists and the password is password.
Console redirection displays the message File not found.	The Reinstallation CD might not be available or shared.	Ensure that the Reinstallation CD is inserted into the client system's CD drive and that the CD drive has been shared.
The BIOS does not see hard drive 0 because the hard drive has failed.	The hard drive has failed or the operating system files or boot record is missing or corrupt.	No immediate action is required. The NAS appliance can automatically boot from hard drive 1.
Hard disk 0 has failed, and I need to replace it with a new hard drive.	The hard drive has failed or the operating system files or boot record is missing or corrupt	Follow the steps in "Replacing Hard Drive 0" in the "Advanced Disk and Volume Management" section.
Hard disk 1, 2, or 3 has failed, and I need to replace it with a new hard drive.	The hard drive has failed or the operating system files or boot record is missing or corrupt	Follow the steps in "Replacing Hard Drive 1, 2 or 3" in the "Advanced Disk and Volume Management" section.
My NAS appliance lost power. When I turned it on and it came back up, I had to wait to access it. The system appeared to regenerate the RAID 5 and RAID 1 volumes.	During an unexpected shutdown and reboot, the NAS appliance cannot tell whether one or more write failures occurred. Therefore, following the reboot, the NAS appliance does a rebuild on all volumes and regenerates parity to make sure the files are consistent.	Take no action. Your NAS appliance is functioning as designed.
I inserted four new hard drives in the NAS appliance, and then reinstalled the operating system. The NAS appliance is up and running, and the LEDs are showing activity on the system. However, the NAS appliance does not display in the Kick-Start utility window.	The last step of the reinstallation process is to create the recovery partition and the data volume as RAID 5. The system does not display in the Kick-Start utility window until the RAID 5 synchronization is complete.	Wait until the RAID 5 synchronization is complete. You can check the current status of the RAID 5 synchronization by using the NAS Manager. On the NAS Manager primary menu, click Disks.
I cannot connect to or ping the NAS appliance after turning it on.	Hard drives 0 and 1 have failed or the operating system files or boot record are missing or corrupt.	Use one of two resolutions: Swap hard disks 0 and 1 with hard disks 2 and 3. When your NAS appliance is running, follow the steps in "Re-establishing the Recovery Partition" in the "Advanced Disk and Volume Management" section. Connect a client system to the NAS appliance using a null-modem cable. Reboot the NAS appliance, press <F2>, and then select 2 Factory Default Settings from the menu. After the NAS appliance is running, follow the steps in "Re-establishing the Recovery Partition" in the "Advanced Disk and Volume Management" section.
After performing the steps in one of the two procedures in the previous troubleshooting issue that are required to re-establish the recovery operating system, I still cannot connect to or ping the NAS appliance.	Your hard drive main and recovery mirrors are not usable.	Perform the steps in "Reinstalling the PowerVault 715N Operating System" in the "Advanced Disk and Volume Management" section. If you have a backup of your data, restore it. If a backup is not available but your data was in a RAID 5 configuration, follow the steps in "Recovering RAID 5 Data After Reinstalling the Operating System" in the "Advanced Disk and Volume Management" section.
After using Terminal Services to connect to my NAS appliance, I am unable to type using my native language.	The NAS appliance is set to English, the default language.	You can install your native language character set from the Multilingual Support CD that was shipped with your system. For installation instructions, see "Advanced Features."
I cannot get console redirection to work correctly. Only a few keys work on the keyboard and none of the keys work when trying to configure the BIOS.	<Scroll Lock> might be set on your keyboard.	Ensure the <Scroll Lock> light is turned off on the keyboard.
I cannot change the WINS addresses when I click Network on the NAS Manager primary menu, click Network Interfaces, and then click WINS in the Tasks list.	The NAS Manager grays out the WINS Servers Configuration page unless you set the IP Address Configuration page to Use the following IP settings.	To set the WINS addresses from the NAS Manager, click Network on the primary menu, click Interfaces, click IP in the Tasks list. On the IP Address Configuration page, click the radio button for Use the following IP settings, and then type the IP address, Subnet mask, and the Default gateway in the appropriate text boxes.
When I log on to the NAS appliance, the events are cleared from the log.	The Kick-Start utility clears the event logs when it runs.	If you have already configured the network settings on your NAS appliance, turn off the Kick-Start utility. As you shut down the Kick-Start utility, it asks you whether you want to run the Kick-Start utility automatically when the system starts. Select No.
From the NAS Manager primary menu, I click Disks—> Disk Quota, click Quota in the Tasks list on the Volumes and Quotas page to open the Default Quota for <Volume_Name> page. I click Enable quota management, type a value in the text box and select a value from the drop-down menu in the Set warning level to: area, and then click OK. When I return to the Default Quota for <Volume_Name> page, the Set warning level to: text box is blank but the value in the drop-down menu is correct.	When you set the quota warning level, the level was actually set in the NAS appliance, even though the Set warning level to: text box is blank.This is a design issue that will be corrected in a later release.	Set the quota warning level to the value you want.
I have just installed an application on my NAS appliance by mapping a CD drive share from my appliance. Now it does not seem to reboot properly.	The NAS appliance is unsuccessfully trying to reconnect to the CD drive share.	Make sure that when you map a CD drive share, you do not select Reconnect at logon. Otherwise, you should unmap the CD drive share by opening your Windows Explorer, clicking Tools —> Disconnect Network Drive, selecting the CD drive share, and then clicking OK.
The Telnet option in the NAS Manager does not allow me to enable Telnet on the NAS appliance, even though I have enabled the check box next to Enable Telnet access to this appliance on the Telnet Administration Configuration page.	This option is not enabled. This is a design issue that will be corrected in a later release.	To enable Telnet on your NAS appliance, perform the following steps: From the NAS Manager primary menu, click Maintenance—> Terminals Services. Log on to the NAS appliance as an administrator. If it is displayed, click Exit to close the Advanced Administrator Menu. Right-click My Appliance. Click Manage. Double-click Services and Applications—> Services. Locate and right-click Microsoft Telnet Services, and then click Start. Telnet starts on the NAS appliance.

Dell OpenManage Kick-Start Utility

Table 7-2. Dell OpenManage Kick-Start Utility
Troubleshooting Issues

Issue

Possible cause

Resolution

The NAS appliance does not have a diskette drive; however, the Dell OpenManage™ Kick-Start utility's help files refer to diskettes and to a Write Diskette button. Also, the Kick-Start utility has a Write Diskette button.
The Kick-Start utility is designed to be used on several different systems, some of which support diskette drives. The PowerVault 715N NAS Appliance does not have or support diskette drives.
Ignore the references to diskettes and the Write Diskette button in the help files. Do not use the Write Diskette button.

After I enter the information required in the Step3: Enter Configuration Information window of the Kick-Start utility running locally on my appliance, I click Next, and nothing happens.
If you do not enter all of the necessary information or if you enter a password that is too short, the Kick-Start utility ignores Next and waits until you complete the page properly.
Fill in all the necessary information or type a longer password. The password must contain at least six characters.

I configured the system using the Kick-Start utility, and I cannot open the PowerVault NAS Manager using a browser.
The system might not be connected to the network, or the network settings might not be correct.
Make sure that the system is connected to the network. If it is, then ensure that you entered a correct IP address in the Kick-Start Application menu. If the problem persists, use the serial port, as described in "Configuring Your System Using a Serial Connection" in the User's Guide, to access the PowerVault NAS Manager, and then ensure that the configuration settings are correct.

Issue	Possible cause	Resolution
The NAS appliance does not have a diskette drive; however, the Dell OpenManage™ Kick-Start utility's help files refer to diskettes and to a Write Diskette button. Also, the Kick-Start utility has a Write Diskette button.	The Kick-Start utility is designed to be used on several different systems, some of which support diskette drives. The PowerVault 715N NAS Appliance does not have or support diskette drives.	Ignore the references to diskettes and the Write Diskette button in the help files. Do not use the Write Diskette button.
After I enter the information required in the Step3: Enter Configuration Information window of the Kick-Start utility running locally on my appliance, I click Next, and nothing happens.	If you do not enter all of the necessary information or if you enter a password that is too short, the Kick-Start utility ignores Next and waits until you complete the page properly.	Fill in all the necessary information or type a longer password. The password must contain at least six characters.
I configured the system using the Kick-Start utility, and I cannot open the PowerVault NAS Manager using a browser.	The system might not be connected to the network, or the network settings might not be correct.	Make sure that the system is connected to the network. If it is, then ensure that you entered a correct IP address in the Kick-Start Application menu. If the problem persists, use the serial port, as described in "Configuring Your System Using a Serial Connection" in the User's Guide, to access the PowerVault NAS Manager, and then ensure that the configuration settings are correct.

Dell ActiveArchive

Table 7-3. Dell ActiveArchive Troubleshooting Issues

Issue

Possible cause

Resolution

I cannot access my Dell ActiveArchive™ persistent images from a UNIX® Network File System (NFS) or Macintosh client.
Only Microsoft Windows (CIFS) clients can access the persistent images stored in the ActiveArchive folders for each volume.
Access ActiveArchive folders through the Windows client to perform data recovery.

The XCOPY command does not copy my persistent images.
Dell ActiveArchive is enabled. XCOPY cannot read the persistent images on a volume.
Do not use XCOPY to copy persistent images.

After I take a new persistent image, the definition of the persisting image is blank or the persistent image does not show at all in the persistent images list.
If this is the first persistent image to be taken, Dell ActiveArchive is creating the cache file, which could take several minutes. If this is not the first persistent image, the NAS Manager must complete a refresh cycle before it can correctly show the persistent image.
If this is the first persistent image, wait several minutes and check again. If this is a subsequent persistent image, wait for the NAS Manager to complete a refresh or press <F5>.

When I click Restore Defaults on the Global Settings page in Dell ActiveArchive after taking a persistent image, it changes my cache file size and the area is grayed out.
After you take a persistent image, you cannot change the cache file size; therefore, clicking Restore Defaults does not change the cache file size. To verify the cache file size, look at the cache file size on the Volume Settings page. You should see that it has reverted back to the original cache file size that you set before taking a persistent image.
Take no action. Dell ActiveArchive is functioning as designed.

I get a permission error when I try to access my persistent images from an HTTP or FTP share.
Accessing the persistent image directory through HTTP or FTP is not supported.
If you need to access your persistent image directory, connect to the system through a Terminal Services Advanced Client session and use Windows Explorer in the NAS appliance to access them.

My persistent images do not survive when I change the disk type from Basic Disk to Dynamic Disk.
All persistent images must be deleted before changing the disk type.
Delete all persistent images, and then change the disk type.

The % symbol does not show in the Dell ActiveArchive event logs.
The Dell ActiveArchive event log messages that tell you how full the cache file is and how close the system is to the maximum allowed snapshots are generated messages that do not include the % symbol.
Take no action. Your NAS appliance is functioning as designed.

When the maximum number of persistent images (250 by default) has been reached and I continue to take more of them, lower-priority persistent images are overwriting the existing higher-priority persistent images.
If a persistent image is taken manually or by schedule, Dell ActiveArchive takes the persistent image even if the maximum number of persistent images has been reached. Therefore, the new persistent image must overwrite an existing persistent image. By design, the new persistent image writes over the oldest, lowest-priority persistent image available, even if the existing persistent image is a higher-priority persistent image.
Take no action. Dell ActiveArchive is functioning as designed.

I cannot see my persistent images.
Persistent images reside in the ActiveArchive directory, which is a hidden folder.
Configure your system to view hidden files and folders.

I cannot take persistent images of my file system.
The cache file is still being created.
Wait until the cache file is created, and then attempt to take the persistent image again. To confirm that the persistent image cache file has been created, check the Status Area of the ActiveArchive section of the PowerVault NAS Manager.

I cannot take persistent images of my file system.
The cache file is full.
Delete one or more persistent images until sufficient space is free in the cache file to create the additional persistent images.

I cannot take a persistent image of my C: or D: drive.
A persistent image cannot be taken of the C: or D: drive.
Taking a persistent image of the C: or D: drive is not supported.

I notice that the date and time for the ActiveArchive directory changes every time I reboot my NAS appliance.
The ActiveArchive directory date and time are reset at each reboot. The new dates and times do not change the dates and times of your persistent images.
Take no action. This is the normal functionality of Dell ActiveArchive.

I have deleted a persistent image, but when the Persistent Images page redisplays I can still see the persistent image. If I try to delete it again, I get a blank page.
In some environments, the Persistent Images page in the PowerVault NAS Manager refreshes too quickly.
Wait a few seconds and refresh the page. You should see that the persistent image you deleted is no longer listed.

Issue	Possible cause	Resolution
I cannot access my Dell ActiveArchive™ persistent images from a UNIX® Network File System (NFS) or Macintosh client.	Only Microsoft Windows (CIFS) clients can access the persistent images stored in the ActiveArchive folders for each volume.	Access ActiveArchive folders through the Windows client to perform data recovery.
The XCOPY command does not copy my persistent images.	Dell ActiveArchive is enabled. XCOPY cannot read the persistent images on a volume.	Do not use XCOPY to copy persistent images.
After I take a new persistent image, the definition of the persisting image is blank or the persistent image does not show at all in the persistent images list.	If this is the first persistent image to be taken, Dell ActiveArchive is creating the cache file, which could take several minutes. If this is not the first persistent image, the NAS Manager must complete a refresh cycle before it can correctly show the persistent image.	If this is the first persistent image, wait several minutes and check again. If this is a subsequent persistent image, wait for the NAS Manager to complete a refresh or press <F5>.
When I click Restore Defaults on the Global Settings page in Dell ActiveArchive after taking a persistent image, it changes my cache file size and the area is grayed out.	After you take a persistent image, you cannot change the cache file size; therefore, clicking Restore Defaults does not change the cache file size. To verify the cache file size, look at the cache file size on the Volume Settings page. You should see that it has reverted back to the original cache file size that you set before taking a persistent image.	Take no action. Dell ActiveArchive is functioning as designed.
I get a permission error when I try to access my persistent images from an HTTP or FTP share.	Accessing the persistent image directory through HTTP or FTP is not supported.	If you need to access your persistent image directory, connect to the system through a Terminal Services Advanced Client session and use Windows Explorer in the NAS appliance to access them.
My persistent images do not survive when I change the disk type from Basic Disk to Dynamic Disk.	All persistent images must be deleted before changing the disk type.	Delete all persistent images, and then change the disk type.
The % symbol does not show in the Dell ActiveArchive event logs.	The Dell ActiveArchive event log messages that tell you how full the cache file is and how close the system is to the maximum allowed snapshots are generated messages that do not include the % symbol.	Take no action. Your NAS appliance is functioning as designed.
When the maximum number of persistent images (250 by default) has been reached and I continue to take more of them, lower-priority persistent images are overwriting the existing higher-priority persistent images.	If a persistent image is taken manually or by schedule, Dell ActiveArchive takes the persistent image even if the maximum number of persistent images has been reached. Therefore, the new persistent image must overwrite an existing persistent image. By design, the new persistent image writes over the oldest, lowest-priority persistent image available, even if the existing persistent image is a higher-priority persistent image.	Take no action. Dell ActiveArchive is functioning as designed.
I cannot see my persistent images.	Persistent images reside in the ActiveArchive directory, which is a hidden folder.	Configure your system to view hidden files and folders.
I cannot take persistent images of my file system.	The cache file is still being created.	Wait until the cache file is created, and then attempt to take the persistent image again. To confirm that the persistent image cache file has been created, check the Status Area of the ActiveArchive section of the PowerVault NAS Manager.
I cannot take persistent images of my file system.	The cache file is full.	Delete one or more persistent images until sufficient space is free in the cache file to create the additional persistent images.
I cannot take a persistent image of my C: or D: drive.	A persistent image cannot be taken of the C: or D: drive.	Taking a persistent image of the C: or D: drive is not supported.
I notice that the date and time for the ActiveArchive directory changes every time I reboot my NAS appliance.	The ActiveArchive directory date and time are reset at each reboot. The new dates and times do not change the dates and times of your persistent images.	Take no action. This is the normal functionality of Dell ActiveArchive.
I have deleted a persistent image, but when the Persistent Images page redisplays I can still see the persistent image. If I try to delete it again, I get a blank page.	In some environments, the Persistent Images page in the PowerVault NAS Manager refreshes too quickly.	Wait a few seconds and refresh the page. You should see that the persistent image you deleted is no longer listed.

Dell OpenManage Array Manager

Table 7-4. Dell OpenManage Array Manager
Troubleshooting Issues

Issue

Possible cause

Resolution

Two of the IDE hard drives show as SCSI drives in the Dell OpenManage Array Manager window.
Your NAS appliance only supports IDE hard drives. The system is reporting the hard drive type incorrectly.
Take no action. This is a design issue that will be addressed in a later release.

Issue	Possible cause	Resolution
Two of the IDE hard drives show as SCSI drives in the Dell OpenManage Array Manager window.	Your NAS appliance only supports IDE hard drives. The system is reporting the hard drive type incorrectly.	Take no action. This is a design issue that will be addressed in a later release.

UNIX and Red Hat Linux

Table 7-5. UNIX and Linux Troubleshooting Issues

Issue

Possible cause

Resolution

I am unable to manage my disks and volumes from my Linux clients or from clients running the Netscape browser.
Managing disks and volumes from a Linux client or from any client that is running Netscape as its only browser is not supported.
Use a Windows client system with Internet Explorer 5.01 or later to manage your disks and volumes.

I cannot access the Terminal Services Advanced Client through the NAS Manager from my Linux client system using the Netscape browser.
The Terminal Services Advanced Client is not supported by the Linux operating system. It cannot work with the NAS Manager.
Use a Windows client system to manage the NAS appliance using a Terminal Services Advanced Client session.

I have just changed the IP address of my system, and now I cannot administrate it through PowerVault NAS Manager.
Although the IP address changed, your local host is still trying to communicate with the system using the old IP address.
For Linux only, close Netscape 6.1 or later. Restart the PowerVault NAS Manager.

While updating client access to an NFS share, the option to select No Access is displayed, but the option to select Root is not.
Only the All Machines category options are displayed during this update.
Add the appropriate clients, and then select OK. After you have added the client, navigate back to the NFS tab for this share and select the correct options for the individual Client Machines.

Every time I try to obtain a directory listing from an NFS client on the root of a system volume, I get an error message, such as, Permission Denied.
The problem you are experiencing has to do with a System Volume Information directory, created by Microsoft Index Server. The NFS service does not have access to this directory and returns an error to the client when trying to list its properties.
This issue only occurs when sharing the root of a drive letter.
Ignore this error. The System Volume Information directory is not used by NFS clients or your system by default.

Sometimes I am unable to delete folders that have been used and that are shared to an NFS client.
This is a situation that occurs with NFS discretionary access lists (DACLs) and inheritance. When the folder to be shared is created, the only access control entry (ACE) created is by default Everyone with Full Control. When an NFS client creates a directory or a file in this directory (mounted share), the Services for UNIX (SFU) creates a new DACL that replaces the inherited Everyone with Full Control ACE. This DACL contains an Everyone ACE with the appropriate UNIX file creation access and may possibly contain two other ACEs for the mapped user and group. If this happens, the administrator of the Windows client cannot delete the file or directory unless that administrator takes ownership through the Windows system and changes the access.
As the administrator, use a Windows client system to take ownership and change the access to allow you to delete the share folders.
When you delete the NFS share folders, ensure that there are no open file handles for the share. If you are unsure, delete the share, and then restart NFS.

Issue	Possible cause	Resolution
I am unable to manage my disks and volumes from my Linux clients or from clients running the Netscape browser.	Managing disks and volumes from a Linux client or from any client that is running Netscape as its only browser is not supported.	Use a Windows client system with Internet Explorer 5.01 or later to manage your disks and volumes.
I cannot access the Terminal Services Advanced Client through the NAS Manager from my Linux client system using the Netscape browser.	The Terminal Services Advanced Client is not supported by the Linux operating system. It cannot work with the NAS Manager.	Use a Windows client system to manage the NAS appliance using a Terminal Services Advanced Client session.
I have just changed the IP address of my system, and now I cannot administrate it through PowerVault NAS Manager.	Although the IP address changed, your local host is still trying to communicate with the system using the old IP address.	For Linux only, close Netscape 6.1 or later. Restart the PowerVault NAS Manager.
While updating client access to an NFS share, the option to select No Access is displayed, but the option to select Root is not.	Only the All Machines category options are displayed during this update.	Add the appropriate clients, and then select OK. After you have added the client, navigate back to the NFS tab for this share and select the correct options for the individual Client Machines.
Every time I try to obtain a directory listing from an NFS client on the root of a system volume, I get an error message, such as, Permission Denied.	The problem you are experiencing has to do with a System Volume Information directory, created by Microsoft Index Server. The NFS service does not have access to this directory and returns an error to the client when trying to list its properties. This issue only occurs when sharing the root of a drive letter.	Ignore this error. The System Volume Information directory is not used by NFS clients or your system by default.
Sometimes I am unable to delete folders that have been used and that are shared to an NFS client.	This is a situation that occurs with NFS discretionary access lists (DACLs) and inheritance. When the folder to be shared is created, the only access control entry (ACE) created is by default Everyone with Full Control. When an NFS client creates a directory or a file in this directory (mounted share), the Services for UNIX (SFU) creates a new DACL that replaces the inherited Everyone with Full Control ACE. This DACL contains an Everyone ACE with the appropriate UNIX file creation access and may possibly contain two other ACEs for the mapped user and group. If this happens, the administrator of the Windows client cannot delete the file or directory unless that administrator takes ownership through the Windows system and changes the access.	As the administrator, use a Windows client system to take ownership and change the access to allow you to delete the share folders. When you delete the NFS share folders, ensure that there are no open file handles for the share. If you are unsure, delete the share, and then restart NFS.

Macintosh and AppleTalk

Table 7-6. Macintosh and AppleTalk
Troubleshooting Issues

Issue

Possible cause

Resolution

I am getting event errors for Services for Macintosh.
Services for Macintosh are bound to the onboard network interface card (NIC) by default. If this NIC has been disabled, binding errors occur.
Bind the AppleTalk protocol to an enabled NIC. See "AppleTalk Protocol Adapter Binding."

From a Macintosh client, users cannot modify or delete a file that a Windows client has accessed.
The time is not properly synchronized between clients and the system.
Make sure that clients have their time synchronized within 10 minutes relative to the time zone.

I have rebooted my NAS appliance from a Macintosh client. Several minutes have passed and my NAS appliance has not rebooted or the page has not refreshed.
The most likely cause is that the NAS appliance has come back online but the client screen has not refreshed, because the PowerVault NAS Manager does not automatically refresh the screen when the NAS appliance has finished rebooting.
Close Internet Explorer, and then reconnect to the NAS Manager. The NAS appliance should behave normally.

From a Macintosh client, I cannot connect to the administration part of the PowerVault NAS Manager using the Administer This Appliance link on the HTTP Shares page.
The internally generated certificate is not supported by Internet Explorer for Macintosh.
You can administer the NAS appliance using the address HTTP://<servername>:1278; however, this is a nonsecure link.

Issue	Possible cause	Resolution
I am getting event errors for Services for Macintosh.	Services for Macintosh are bound to the onboard network interface card (NIC) by default. If this NIC has been disabled, binding errors occur.	Bind the AppleTalk protocol to an enabled NIC. See "AppleTalk Protocol Adapter Binding."
From a Macintosh client, users cannot modify or delete a file that a Windows client has accessed.	The time is not properly synchronized between clients and the system.	Make sure that clients have their time synchronized within 10 minutes relative to the time zone.
I have rebooted my NAS appliance from a Macintosh client. Several minutes have passed and my NAS appliance has not rebooted or the page has not refreshed.	The most likely cause is that the NAS appliance has come back online but the client screen has not refreshed, because the PowerVault NAS Manager does not automatically refresh the screen when the NAS appliance has finished rebooting.	Close Internet Explorer, and then reconnect to the NAS Manager. The NAS appliance should behave normally.
From a Macintosh client, I cannot connect to the administration part of the PowerVault NAS Manager using the Administer This Appliance link on the HTTP Shares page.	The internally generated certificate is not supported by Internet Explorer for Macintosh.	You can administer the NAS appliance using the address HTTP://<servername>:1278; however, this is a nonsecure link.

Netscape Navigator

Table 7-7. Netscape Navigator Troubleshooting Issues

Issue

Possible cause

Resolution

I am unable to manage my disks and volumes from clients running the Netscape browser.
Managing disks and volumes from any client that is running Netscape as its only browser is not supported.
Use a Windows client system with Internet Explorer 5.01 or later to manage your disks and volumes.

I cannot use the Back button in Netscape Navigator for the online help in the PowerVault NAS Manager.
This feature is not supported.
Use the Previous Topic link to navigate back to earlier topics.

I get a password prompt when navigating through Local Groups in the PowerVault NAS Manager using Netscape Navigator on Linux.
The password prompt is generated by Netscape and does not require re-authentication. The administrator is being asked whether the password that was used to access this screen should be saved.
Select Do not Prompt Me Again, and this message does not be displayed in the future.

I am using Netscape Navigator to administer my NAS appliance through the PowerVault NAS manager. A long gray bar at the bottom of the screen is covering the OK and Cancel buttons.
The page has not finished loading.
Use one of the following resolutions:
Wait for the page to finish loading.

Refresh the page several times.

Issue	Possible cause	Resolution
I am unable to manage my disks and volumes from clients running the Netscape browser.	Managing disks and volumes from any client that is running Netscape as its only browser is not supported.	Use a Windows client system with Internet Explorer 5.01 or later to manage your disks and volumes.
I cannot use the Back button in Netscape Navigator for the online help in the PowerVault NAS Manager.	This feature is not supported.	Use the Previous Topic link to navigate back to earlier topics.
I get a password prompt when navigating through Local Groups in the PowerVault NAS Manager using Netscape Navigator on Linux.	The password prompt is generated by Netscape and does not require re-authentication. The administrator is being asked whether the password that was used to access this screen should be saved.	Select Do not Prompt Me Again, and this message does not be displayed in the future.
I am using Netscape Navigator to administer my NAS appliance through the PowerVault NAS manager. A long gray bar at the bottom of the screen is covering the OK and Cancel buttons.	The page has not finished loading.	Use one of the following resolutions: Wait for the page to finish loading. Refresh the page several times.

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