Troubleshooting

Dell™ PowerVault™ 715N NAS Systems Administrator's Guide

Tools and Techniques

Because the Dell™ PowerVault™ 715N NAS system 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 alternative troubleshooting tools and techniques.

Console Redirection

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

Serial Connection

You can directly attach a client system to your NAS system using a serial cable and the administration port to configure or troubleshoot your NAS system. For more information about using a serial connection, see the serial connection information for your operating system in "Configuring the NAS System for the First Time" in "Initial Configuration."

Ping Your NAS System

If you are unable to connect to the NAS system using the NAS Manager, try to ping the NAS system. From a client system, click the Start button, click Run, and then type cmd. At the command prompt in the cmd.exe window, type ping system_name, and then press <Enter>.

NOTE: The default system name is DELLxxxxxxx, where xxxxxxx is the system's service tag number. For example, if your service tag number is 1234567, type DELL1234567. You can find the service tag number on the top cover of your NAS system.

If you can ping the NAS system but cannot access it through the NAS Manager, your NAS system might still be booting into Microsoft® Windows® and might not have started the Microsoft Internet Information Services (IIS).

NOTE: The NAS system takes approximately 5 minutes to boot.

My Network Places

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

System LEDs and Beep Codes

If your NAS system 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 Advanced Client to connect to your NAS system from a client system. You can access Terminal Services Client through the NAS Manager or the Start menu.

To access Terminal Services from the NAS Manager, perform the following steps:

See "Logging in to the NAS Manager" in "NAS Manager."

Click Maintenance.
Click Terminal Services.
Enter the administrator user name and password and click OK.

NOTE: The default administrator user name is administrator and the default password is powervault.

Troubleshooting

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

Table 8-1, "General Troubleshooting"
Table 8-2, "NAS Manager"
Table 8-3, "Reinstallation"
Table 8-4, "Dell ActiveArchive"
Table 8-5, "Dell OpenManager Array Manager"
Table 8-6, "UNIX and Red Hat Linux"
Table 8-7, "Macintosh and AppleTalk"
Table 8-8, "Netscape Navigator"

Table 8-1. General Troubleshooting

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.
Log off Terminal Services. When you reconnect to Terminal Services, the volume should be visible.

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 command: WINMGMT/CLEARADAP. When the prompt returns, type WINMGMT/RESYNCPERF winmgmt service PID.

I have just brought up my new NAS system 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 access the MMC, click Computer Management on the 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 system. 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.

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

When I turned on the NAS system 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 system cannot tell whether one or more write failures occurred. Therefore, following the reboot, the NAS system rebuilds all volumes and regenerates parity to make sure the files are consistent.
Take no action. Your NAS system is functioning as designed. The RAID rebuild takes several hours.

I inserted four new hard drives in the NAS system and then reinstalled the operating system. The NAS system is up and running, and the LEDs are showing activity on the system. However, the NAS system is not displayed in the Kick-Start utility window.
You tried to connect to the NAS system before the reinstallation was complete. The last step of the reinstallation process is to create the recovery partition and the data volume as RAID 5. The system is not displayed in the Kick-Start utility window until the RAID 5 synchronization is complete.
Wait until the RAID 5 synchronization is complete and the NAS system has shut down. This can take several hours.

I cannot connect to or ping the NAS system after turning it on.
The NAS system has not finished booting.
Wait at least 5 minutes for the NAS system to finish booting. If you still cannot connect, attempt the procedures in "Solutions to Try Before Reinstalling" in "Recovering and Restoring the System."

After using Terminal Services to connect to my NAS system, I am unable to type using my native language.
The NAS system 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>, <Caps Lock>, or <Num Lock> might be set on your keyboard.
Also, your operating system may not support all of the keys on your keyboard.
Ensure that the <Scroll Lock>, <Caps Lock>, and <Num Lock> lights are turned off on the keyboard. If these lights are not on and the problem persists, see "Console Redirection Keys" in "Advanced Features."

During a Terminal Services session to the NAS system, I mapped a network share from the NAS system. Now the system does not reboot correctly and hangs during shutdown.
Having a share mapped from the NAS system causes the system to hang during shutdown.
Make sure that when you map a share, you do not select Reconnect at logon. To disconnect the drive, right-click My Appliance on the NAS system desktop, and select Disconnect Network Drive. Click the CD share in the Disconnect Network Drive window, and then click OK.
If you cannot log in to the NAS system, press the power button for less than 2 seconds to reboot. Then connect using Terminal Services and disconnecting the drive. If Terminal Services does not work, try connecting using a serial connection. See "Configuring Your System Using a Serial Connection" in "Initial Configuration."

My NAS system's event log displays the following event:
The driver has detected that device \Device\Scsi\Ultra1 has old or out-of-date firmware. Reduced performance may result.
Under certain conditions, the IDE controller operating system drivers erroneously detect that its firmware is out of date.
No action required. The NAS system is operating normally.

The Telnet option in the NAS Manager does not allow me to enable Telnet on the NAS system, even though I have selected the check box next to Enable Telnet access to this NAS system on the Telnet Administration Configuration page.
This option is not enabled.
To enable Telnet on your NAS system, perform the following steps:

From the NAS Manager primary menu, click Maintenance® Terminal Services.
Log in to the NAS system as an administrator.
If the Advanced Administration Menu is displayed, click Exit to close it.
Right-click My Appliance.
Click Manage.
Double-click Services and Applications® Services.
Locate and right-click Telnet, and then click Start.

Telnet starts on the NAS system.

I cannot connect to the NAS system using the IPX protocol.
IPX networks require that you assign an IPX network number to all clients. By default, the NAS system does not assign an IPX number to the network.
Change the IPX protocol on the NAS system to manually detect frame types. See "Configuring the IPX Protocol" in "Advanced Features."

When viewing the POST through a HyperTerminal session to my NAS system, I see that the Ultra-100 Promise Controller displays hard drives D1 and D3 as Not Detected.
The NAS system is correctly detecting that only two hard drives are connected to the Ultra-100 Promise Controller. The other two hard drives in the system are connected to the VT82C686B controller.
No action is required. The NAS system is functioning as designed.

I am trying to install the CA ARCServe Remote Agent on the NAS system by mounting the CD share that contains the CA ARCServe CD. However, I am having trouble installing the program.
The CA installer does not work properly when installing from a CD share mounted on your NAS system.
To install the CA ARCServe Remote Agent, copy the CD contents to drive C of your NAS system. Then run the installer from the NAS system.

After restoring files from a backup, the modified dates of folders are inconsistent.
The modified dates of folders reflect either the date you performed the restore or the date the folder was modified.
Take no action. This is a design issue that occurs only with folders; the files' modified dates are consistent.

I performed a hard shutdown of the NAS system (by holding down the power button for longer than 3 seconds), and it took a long time to reboot.
When you perform a hard shutdown, the NAS system automatically rebuilds its RAID arrays the next time you boot.
Wait until the rebuild is complete.
When powering off your NAS system, press the button for less than 3 seconds.

The Advanced Administration Menu does not display anymore.
You were not logged off of Terminal Services before you closed the NAS Manager.
Log off Terminal Services by clicking the Start button on the NAS system and logging off.

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.	Log off Terminal Services. When you reconnect to Terminal Services, the volume should be visible.
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 command: WINMGMT/CLEARADAP. When the prompt returns, type WINMGMT/RESYNCPERF winmgmt service PID.
I have just brought up my new NAS system 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 access the MMC, click Computer Management on the 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 system. 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.
The BIOS does not see hard drive 0.	The hard drive has failed or the operating system files or boot record is missing or corrupt.	No immediate action is required. The NAS system can automatically boot from hard drive 1.
When I turned on the NAS system 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 system cannot tell whether one or more write failures occurred. Therefore, following the reboot, the NAS system rebuilds all volumes and regenerates parity to make sure the files are consistent.	Take no action. Your NAS system is functioning as designed. The RAID rebuild takes several hours.
I inserted four new hard drives in the NAS system and then reinstalled the operating system. The NAS system is up and running, and the LEDs are showing activity on the system. However, the NAS system is not displayed in the Kick-Start utility window.	You tried to connect to the NAS system before the reinstallation was complete. The last step of the reinstallation process is to create the recovery partition and the data volume as RAID 5. The system is not displayed in the Kick-Start utility window until the RAID 5 synchronization is complete.	Wait until the RAID 5 synchronization is complete and the NAS system has shut down. This can take several hours.
I cannot connect to or ping the NAS system after turning it on.	The NAS system has not finished booting.	Wait at least 5 minutes for the NAS system to finish booting. If you still cannot connect, attempt the procedures in "Solutions to Try Before Reinstalling" in "Recovering and Restoring the System."
After using Terminal Services to connect to my NAS system, I am unable to type using my native language.	The NAS system 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>, <Caps Lock>, or <Num Lock> might be set on your keyboard. Also, your operating system may not support all of the keys on your keyboard.	Ensure that the <Scroll Lock>, <Caps Lock>, and <Num Lock> lights are turned off on the keyboard. If these lights are not on and the problem persists, see "Console Redirection Keys" in "Advanced Features."
During a Terminal Services session to the NAS system, I mapped a network share from the NAS system. Now the system does not reboot correctly and hangs during shutdown.	Having a share mapped from the NAS system causes the system to hang during shutdown.	Make sure that when you map a share, you do not select Reconnect at logon. To disconnect the drive, right-click My Appliance on the NAS system desktop, and select Disconnect Network Drive. Click the CD share in the Disconnect Network Drive window, and then click OK. If you cannot log in to the NAS system, press the power button for less than 2 seconds to reboot. Then connect using Terminal Services and disconnecting the drive. If Terminal Services does not work, try connecting using a serial connection. See "Configuring Your System Using a Serial Connection" in "Initial Configuration."
My NAS system's event log displays the following event: The driver has detected that device \Device\Scsi\Ultra1 has old or out-of-date firmware. Reduced performance may result.	Under certain conditions, the IDE controller operating system drivers erroneously detect that its firmware is out of date.	No action required. The NAS system is operating normally.
The Telnet option in the NAS Manager does not allow me to enable Telnet on the NAS system, even though I have selected the check box next to Enable Telnet access to this NAS system on the Telnet Administration Configuration page.	This option is not enabled.	To enable Telnet on your NAS system, perform the following steps: From the NAS Manager primary menu, click Maintenance® Terminal Services. Log in to the NAS system as an administrator. If the Advanced Administration Menu is displayed, click Exit to close it. Right-click My Appliance. Click Manage. Double-click Services and Applications® Services. Locate and right-click Telnet, and then click Start. Telnet starts on the NAS system.
I cannot connect to the NAS system using the IPX protocol.	IPX networks require that you assign an IPX network number to all clients. By default, the NAS system does not assign an IPX number to the network.	Change the IPX protocol on the NAS system to manually detect frame types. See "Configuring the IPX Protocol" in "Advanced Features."
When viewing the POST through a HyperTerminal session to my NAS system, I see that the Ultra-100 Promise Controller displays hard drives D1 and D3 as Not Detected.	The NAS system is correctly detecting that only two hard drives are connected to the Ultra-100 Promise Controller. The other two hard drives in the system are connected to the VT82C686B controller.	No action is required. The NAS system is functioning as designed.
I am trying to install the CA ARCServe Remote Agent on the NAS system by mounting the CD share that contains the CA ARCServe CD. However, I am having trouble installing the program.	The CA installer does not work properly when installing from a CD share mounted on your NAS system.	To install the CA ARCServe Remote Agent, copy the CD contents to drive C of your NAS system. Then run the installer from the NAS system.
After restoring files from a backup, the modified dates of folders are inconsistent.	The modified dates of folders reflect either the date you performed the restore or the date the folder was modified.	Take no action. This is a design issue that occurs only with folders; the files' modified dates are consistent.
I performed a hard shutdown of the NAS system (by holding down the power button for longer than 3 seconds), and it took a long time to reboot.	When you perform a hard shutdown, the NAS system automatically rebuilds its RAID arrays the next time you boot.	Wait until the rebuild is complete. When powering off your NAS system, press the button for less than 3 seconds.
The Advanced Administration Menu does not display anymore.	You were not logged off of Terminal Services before you closed the NAS Manager.	Log off Terminal Services by clicking the Start button on the NAS system and logging off.

Table 8-2. NAS Manager

Issue

Possible Cause

Resolution

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 in to the domain does not have administrator privileges. The link does not work for users without administrator privileges.
Type the address of the PowerVault NAS Manager in your browser. For SSL connections, type: https://servername:1279 or
https://IPaddress:1279
For non-SSL connections, type: http://servername:1278 or
http://IPaddress:1278

I have just deleted a volume, and now I am unable to view my shares in the PowerVault NAS Manager.
In the event that a volume with shares is deleted, the 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 the 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.
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 administer it through the PowerVault NAS Manager.
Although the IP address changed, your local host is still trying to communicate with the system using the old IP address. It takes approximately 15 minutes for the IP address to automatically update on most networks.
Close Microsoft Internet Explorer (or for Red Hat Linux only, Netscape Navigator 6.1 or later). Reconnect using the newly created IP address. Type: https://IPaddress:1279. It takes approximately 15 minutes for the DNS server to recognize the new IP address.

In the 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.

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 is not automatically deselected. However, this does not mean 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 performs the refresh as a timed function.
The password was successfully changed. If you want to confirm that the new password is in effect, close the browser, and then reconnect. The new password should work, but the old one should not.

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 on 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 system 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 system using Terminal Services and clear these logs by 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 on the General tab and the page did not refresh properly.
Select Cancel or click Back on your browser. Then 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 may cause the screen to refresh instead of update correctly.
Reselect the Local Groups tab in the PowerVault NAS Manager primary menu. Then add or remove the appropriate members to or from the local group.

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, and 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.

I can see only the first 100 items in the NAS Manager.
The NAS Manager displays only 100 items per page. For example, if you have 500 shares, the shares page will display only shares 1–100.
To display items beyond 100, click on the up or down arrows at the top of the table.

Issue	Possible Cause	Resolution
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 in to the domain does not have administrator privileges. The link does not work for users without administrator privileges.	Type the address of the PowerVault NAS Manager in your browser. For SSL connections, type: https://servername:1279 or https://IPaddress:1279 For non-SSL connections, type: http://servername:1278 or http://IPaddress:1278
I have just deleted a volume, and now I am unable to view my shares in the PowerVault NAS Manager.	In the event that a volume with shares is deleted, the 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 the 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.	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 administer it through the PowerVault NAS Manager.	Although the IP address changed, your local host is still trying to communicate with the system using the old IP address. It takes approximately 15 minutes for the IP address to automatically update on most networks.	Close Microsoft Internet Explorer (or for Red Hat Linux only, Netscape Navigator 6.1 or later). Reconnect using the newly created IP address. Type: https://IPaddress:1279. It takes approximately 15 minutes for the DNS server to recognize the new IP address.
In the 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.
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 is not automatically deselected. However, this does not mean 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 performs the refresh as a timed function.	The password was successfully changed. If you want to confirm that the new password is in effect, close the browser, and then reconnect. The new password should work, but the old one should not.
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 on 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 system 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 system using Terminal Services and clear these logs by 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 on the General tab and the page did not refresh properly.	Select Cancel or click Back on your browser. Then 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 may cause the screen to refresh instead of update correctly.	Reselect the Local Groups tab in the PowerVault NAS Manager primary menu. Then add or remove the appropriate members to or from the local group.
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, and 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.
I can see only the first 100 items in the NAS Manager.	The NAS Manager displays only 100 items per page. For example, if you have 500 shares, the shares page will display only shares 1–100.	To display items beyond 100, click on the up or down arrows at the top of the table.

Table 8-3. Reinstallation

Issue

Possible cause

Resolution

When reinstalling the operating system, the NAS system 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.

During the reinstallation process, console redirection shows that the NAS system 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.

I am reinstalling the operating system by following the procedure in "Reinstalling the Operating System" and console redirection displays the following message after I reboot the system: Unable to map share 'SHARE' with account 'USER' and password 'PASSWD.' Software installation aborted!
.
The share (typically \\PV715REC\CD) on your Windows 2000 client cannot be mapped from the NAS system.
Ensure that the system and share described in the error message are available. Make sure that you can access the share by using the user name and password provided.

I am reinstalling the operating system by following the procedure in "Reinstalling the Operating System" and Console redirection displays the following message after I reboot the system: Unable to find file 'pv715rec.nas' Make sure that the Dell PowerVault 715N ReInstallation CD is shared correctly. Software installation aborted!
The Reinstallation CD might not be available or shared correctly on the client system.
Ensure that the Reinstallation CD is inserted into the client system's CD drive and that the CD drive is shared on the network.

Issue	Possible cause	Resolution
When reinstalling the operating system, the NAS system 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.
During the reinstallation process, console redirection shows that the NAS system 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.
I am reinstalling the operating system by following the procedure in "Reinstalling the Operating System" and console redirection displays the following message after I reboot the system: Unable to map share 'SHARE' with account 'USER' and password 'PASSWD.' Software installation aborted! .	The share (typically \\PV715REC\CD) on your Windows 2000 client cannot be mapped from the NAS system.	Ensure that the system and share described in the error message are available. Make sure that you can access the share by using the user name and password provided.
I am reinstalling the operating system by following the procedure in "Reinstalling the Operating System" and Console redirection displays the following message after I reboot the system: Unable to find file 'pv715rec.nas' Make sure that the Dell PowerVault 715N ReInstallation CD is shared correctly. Software installation aborted!	The Reinstallation CD might not be available or shared correctly on the client system.	Ensure that the Reinstallation CD is inserted into the client system's CD drive and that the CD drive is shared on the network.

Table 8-4. Dell ActiveArchive™

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 the ActiveArchive folders through the Windows client to perform data recovery.

The XCOPY command does not copy my persistent images.
XCOPY cannot read the persistent images on a volume.
Do not use XCOPY to copy persistent images. Copy the files manually in Windows Explorer.

After I take a new persistent image, the definition of the persistent image is blank, or the persistent image does not show at all in the persistent images list.
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 system to access them.

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 it is a higher-priority persistent image than the one currently being taken.
Take no action. Dell ActiveArchive is functioning as designed.

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

I noticed that the date and time for the ActiveArchive directory changes every time I reboot my NAS system.
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.

When I try to take a persistent image, a critical error message states that the snapshot could not be taken.
Dell ActiveArchive may still be deleting or restoring a volume or taking another snapshot.
Wait a few minutes for the previous process to complete and then try again.

In the event log or on the Status page, a message states: An exception has occurred. The data contains the exception record.
This is a known issue.
Ignore this message. The NAS system is functioning normally.

After restoring a volume from a persistent image, I cannot mount to a share on that volume from a Linux client.
During the restore, the volume is dismounted.
From the NAS Manager, restart NFS, and then remount to a share on the volume.

The % symbol does not show in the Dell ActiveArchive event logs.
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. These messages do not include the % symbol.
Take no action. The NAS system is functioning as designed.

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 the ActiveArchive folders through the Windows client to perform data recovery.
The XCOPY command does not copy my persistent images.	XCOPY cannot read the persistent images on a volume.	Do not use XCOPY to copy persistent images. Copy the files manually in Windows Explorer.
After I take a new persistent image, the definition of the persistent image is blank, or the persistent image does not show at all in the persistent images list.	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 system to access them.
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 it is a higher-priority persistent image than the one currently being taken.	Take no action. Dell ActiveArchive is functioning as designed.
I cannot take a persistent image of drive C or D.	A persistent image cannot be taken of drive C or D.	Taking a persistent image of drive C or D is not supported.
I noticed that the date and time for the ActiveArchive directory changes every time I reboot my NAS system.	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.
When I try to take a persistent image, a critical error message states that the snapshot could not be taken.	Dell ActiveArchive may still be deleting or restoring a volume or taking another snapshot.	Wait a few minutes for the previous process to complete and then try again.
In the event log or on the Status page, a message states: An exception has occurred. The data contains the exception record.	This is a known issue.	Ignore this message. The NAS system is functioning normally.
After restoring a volume from a persistent image, I cannot mount to a share on that volume from a Linux client.	During the restore, the volume is dismounted.	From the NAS Manager, restart NFS, and then remount to a share on the volume.
The % symbol does not show in the Dell ActiveArchive event logs.	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. These messages do not include the % symbol.	Take no action. The NAS system is functioning as designed.

Table 8-5. Dell OpenManage Array Manager

Issue

Possible cause

Resolution

Two of the IDE hard drives show as SCSI drives in the Dell OpenManage Array Manager window and the Windows Device Manager window.
Your NAS system supports only IDE hard drives. The system is reporting the hard drive type incorrectly.
Take no action.

After repairing a volume in the NAS Manager, one or more disks show as "missing" in Array Manager.
The repair does not actually delete the disks, although the disks are displayed as missing.
Take no action. Your NAS system is still operating correctly.

Issue	Possible cause	Resolution
Two of the IDE hard drives show as SCSI drives in the Dell OpenManage Array Manager window and the Windows Device Manager window.	Your NAS system supports only IDE hard drives. The system is reporting the hard drive type incorrectly.	Take no action.
After repairing a volume in the NAS Manager, one or more disks show as "missing" in Array Manager.	The repair does not actually delete the disks, although the disks are displayed as missing.	Take no action. Your NAS system is still operating correctly.

Table 8-6. UNIX and Red Hat Linux

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 Microsoft 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 and does not work with the NAS Manager.
Use a Windows client system to manage the NAS system through a Terminal Services Advanced Client session.

While updating client access to an NFS share, the No Access option is displayed, but the Root option 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 involves a System Volume Information directory created by Microsoft Index Server. The NFS service does not have access to this directory and returns an error message 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 by default is Everyone with Full Control. When an NFS client creates a directory or a file in this directory (mounted share), 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 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 yourself 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.

When updating client access to an NFS share, the All Machines client group is reset from the No Access access type to Read-Write access.
The NAS Manager might reset the All Machines client group to Read-Write when there are no clients that have read-only or read-write access.
Add a client that has read-write or read-only access, and then set the All Machines client group to No Access.

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 Microsoft 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 and does not work with the NAS Manager.	Use a Windows client system to manage the NAS system through a Terminal Services Advanced Client session.
While updating client access to an NFS share, the No Access option is displayed, but the Root option 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 involves a System Volume Information directory created by Microsoft Index Server. The NFS service does not have access to this directory and returns an error message 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 by default is Everyone with Full Control. When an NFS client creates a directory or a file in this directory (mounted share), 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 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 yourself 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.
When updating client access to an NFS share, the All Machines client group is reset from the No Access access type to Read-Write access.	The NAS Manager might reset the All Machines client group to Read-Write when there are no clients that have read-only or read-write access.	Add a client that has read-write or read-only access, and then set the All Machines client group to No Access.

Table 8-7. Macintosh and AppleTalk

Issue

Possible cause

Resolution

I am getting event errors for Services for Macintosh.
Services for Macintosh are bound to the onboard network interface controller (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" in "Advanced Features."

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

I have rebooted my NAS system from a Macintosh client. Several minutes have passed and my NAS system has not rebooted or the page has not refreshed.
The most likely cause is that the NAS system 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 system has finished rebooting.
Close Internet Explorer, and then reconnect to the NAS Manager. The NAS system should behave normally.

From a Macintosh client, I cannot connect to the administration part of the PowerVault NAS Manager by 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 system by using the address http://servername:1278; however, this is a nonsecure link.

After modifying properties of the AppleTalk protocol, File Services for Macintosh does not restart.
File Services for Macintosh can not establish communication to the local RPC service.
Restart the workstation service. See "Restarting Workstation Services" in "Advanced Features."

Issue	Possible cause	Resolution
I am getting event errors for Services for Macintosh.	Services for Macintosh are bound to the onboard network interface controller (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" in "Advanced Features."
From a Macintosh client, users cannot modify or delete a file that a Windows client has accessed.	The time between clients and the system is not properly synchronized.	Make sure that clients have their time synchronized to within 10 minutes of the time zone.
I have rebooted my NAS system from a Macintosh client. Several minutes have passed and my NAS system has not rebooted or the page has not refreshed.	The most likely cause is that the NAS system 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 system has finished rebooting.	Close Internet Explorer, and then reconnect to the NAS Manager. The NAS system should behave normally.
From a Macintosh client, I cannot connect to the administration part of the PowerVault NAS Manager by 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 system by using the address http://servername:1278; however, this is a nonsecure link.
After modifying properties of the AppleTalk protocol, File Services for Macintosh does not restart.	File Services for Macintosh can not establish communication to the local RPC service.	Restart the workstation service. See "Restarting Workstation Services" in "Advanced Features."

Table 8-8. Netscape Navigator

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 will not display in the future.

I am using Netscape Navigator to administer my NAS system 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 will not display in the future.
I am using Netscape Navigator to administer my NAS system 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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