What customers should expect or verify after BBU replacements on Veritas Appliances

Problem

This document was created to assist Technical Support Engineers, Customers and NCR CE techs on what to expect or verify after BBU replacements.

Error Message

N/A

Solution

Immediately after replacement, take the following actions and be aware of what can be expected after a battery has been replaced on the NetBackup, Puredisk or Backup Exec Appliance:

                 Note: This document pertains to 5000, 5020, 5200, 5220 and 3600 appliances. 5230 and 5030 appliances do not have battery backup units but have SuperCaps instead.

  1. For the 5220 appliance, once the power supply modules are plugged in the following indicators will be lit before pressing the power button on the front of the appliance.
    1. On the back of the appliance, the system status indicator will turn on (Green colored) along with any NICs with cables plugged in.
    2. On the front of the appliance, the system status indicator (triangle) will show a bright orange/yellow light along with the appropriate NIC 1 or 2 indicators will be lit (green).
       
    3. System status indicators being lit are due to the IPMI booting up.
    4. Once IPMI has finished booting then the system status indicator in the back will turn off and the system status indicator (triangle) in the front will stay on but will be dimmer.
       
    5. Once the power button has been turned on the front of the appliance then the system indicator on the front panel will turn green along with the power indicator.
       
  2. Verify appliance boots up properly and sees all disks. If appliance doesn’t boot up then check BIOS boot order. This can be done two ways for all appliances types:
    1. 5000/5020/5200 (same platform) –
      1. Use crash cart and reboot appliance to access BIOS.
        • Connect a monitor and keyboard to ports on the rear of the appliance.
        • Power on or reboot appliance.
        • Once American Megatrends shows on the screen then press del key
        • Select  IPMIBoot tab.
        • Normal boot order is:
          • USB
          • RAID
          • Network
          • Network 0
        • To change order use <shift> +
        • Press F10 to Save configuration changes and exit setup then press enter.
      2. Access appliance through Netbackup Integrated Storage Manager (ISM) console.
        • Access appliance through a web browser using IPMI hostname or IP.
        • Login to the ISM interface. Default user name and password is "admin".
        • Verify Boot Order from “Boot Device” option under “Device Management
        • If boot order is incorrect then “Start KVM” under “Device Configuration
        • Go to “Boot OS” under “Device Configuration” to boot or reset appliance by selecting “Boot or Reset” then pressing “Ok”
        • From KVM window wait until American Megatrends shows on screen then press del key
        • Select  IPMIBoot tab.
        • Normal boot order should be:
          • USB
          • RAID
          • Network
          • Network 0
        • To change order use shift +
        • Press F10 to save configuration changes and exit setup then press enter.
    2. 5220 -  Ensure that boot option "ICHx/ESB2 Embedded  RAID" is set.
      1. Use crash cart and reboot appliance to access BIOS.
        • Connect a monitor and keyboard to ports on the rear of the appliance.
        • Turn on the appliance or reboot appliance.
        • Press <F2> to enter the BIOS Main menu.
        • Use the arrow keys to move right and select the Boot Options tab.
        • Select the Hard Disk Order and press Enter.
        • In the popup, set Boot Option #1 to option "ICHx/ESB2 Embedded  RAID".
        • Press F10 to get the Save & Reset window.
        • Press “Yes” to save your changes and restart the appliance.
      2. Access appliance through IPMI (Symantec Remote Management Console):
        • Access appliance through a web browser using IPMI hostname or IP.
        • Go to Remote Control tab then Launch Console. Here the appliance can be seen and accessed during boot up. Ensure to accept popups and download any Java update requested, if necessary.
        • The appliance can also be reset from Remote Control -> server power control
        • During boot up, press <F2> to enter the BIOS Main menu.
        • Use the arrow keys to move right and select the Boot Options tab.
        • Select the Hard Disk Order and press Enter.
        • In the popup, set Boot Option #1 to option "ICHx/ESB2 Embedded  RAID".
        • Press F10 to get the Save & Reset window.
        • Press “Yes” to save the changes and restart the appliance.
      3. CE can verify appliance system condition at least before leaving site or customer can by looking at post diagnostics LEDs in rear of appliance then update Veritas TSE.  Lights will flash during post. Once post has completed then LEDs will be off.

        Note:
        This will only be available with 5220 appliances. No light diagnostics available for 5000, 5020 and 5200 appliances. 
  3. If appliance boots up successfully then verify that all disks are seen.
  4. Battery Backup Unit (BBU) will have to do a recalibration. This process can take up to 48 hours on average.
    1. Example of recalibration process will include –
      1. Battery has been replaced
      2. Battery started charging
      3. Battery charge complete
      4. Battery relearn started
      5. Battery is discharging
      6. Battery relearn completed
      7. Battery started charging
      8. Battery requires reconditioning; please initiate a learn cycle
      9. Battery relearn started
      10. Battery is discharging
      11. Battery relearn completed
      12. Battery started charging
      13. Battery charging completed
  5. Until Battery Backup Unit (BBU) has completed recalibration RAID failure Alerts will show.
  6. When BBU is recalibrating or running a relearn then run these commands to monitor:
    1. Cache will be in writethrough for adapter that had BBU replaced or in relearn. Once recalibration has completed then Cache policy will return to writeback.
      1. 5000/5020 :
        /opt/pdinstall/lib/libssh -n allnodes -v -c “/opt/MegaRAID/MegaCli/MegaCli64 -LDGetProp -Cache -LALL –aALL”
      2. 5200/5220 :
        /opt/MegaRAID/MegaCli/MegaCli64 -LDGetProp -Cache -LALL –aALL
    2. To check status of BBUs on all adapters:
      1. 5000/5020:
        /opt/pdinstall/lib/libssh -n allnodes -v -c "/opt/MegaRAID/MegaCli/MegaCli64 -AdpBbuCmd -aALL"
      2. 5200/5220:
        /opt/MegaRAID/MegaCli/MegaCli64 -AdpBbuCmd -aALL
        • Charging Status : <none, charging and discharging> ### none when it’s completed.
        • Learn Cycle Requested : <No or Ok> ### ok when relearn is pending
        • Learn Cycle Active : <No or Ok> ### when started
        • Relative State of Charge : <percentage will change as discharging and charging>
        • Absolute State of Charge : <percentage will change as discharging and charging>

          Note:
        • When the relearn has completed and charging status is showing “none”, then a charge above 80 % (threshold) for both Relative and Absolute will show.
        • Every few days there can be recharges when BBU’s are below 80 % and this is normal.
        • There will be a monthly maintenance task to conduct a relearn every 30 days. RAID group warnings messages will be received due to write cache being in a writethrough status until relearn has completed its task. This is normal.
        • If during a recalibration BBU status shows “Battery Replacement required : Yes”, this alone may not be an issue.  If BBU status shows a good charge above 80% and write cache is in writeback status then replacement required status can be ignored.  After about 1 to 3 relearns that flag will should clear. If BBU status shows abnormal charge and/or cache is in write through but no relearn is requested nor is BBU showing status of charging/discharging then contact Symantec TSE for further troubleshooting.

           
  7. If there are any other problems or questions related to this specific replacement, contact Support via the local support number, which can be found at:  https://www.veritas.com/content/support/en_US/contact-us.html
Warning: BBU kit for RAID Controller-RS2PI008 provides extra accessories, such as cables and adapters. These accessories are not needed for the 5220 appliance. There have been situations, where a CE has connected the external cable from battery connector to RAID card connector. The end result will be that BBU unit being ‘not detected’.

  

The following msg will appear in the AdpAliLog-Log:
=====================
BBU Properties
--------------
BBU Battery Type:                             No Battery
   ==== cut ====
T6: I2Chandle obtained for Ni-MH based BBU Charger 1
T6: I2Chandle obtained for Gas Guage 2
T6: I2Chandle obtained for Li-Ion based BBU Charger 3
T6: I2Chandle obtained for Li-Ion based BBU I2C Buffer 4
T6: I2Chandle obtained for impedance Tracking gas guage in iBBU08 5
T6: I2Chandle obtained for GPIO expander in iBBU08 6
T6: I2Chandle obtained for EEprom in expander in iBBU08 7
T6: Device Chemistry         : LION
T6: Battery Chemistry is 1
T6: Device Chemistry         : LION
T6: Battery Chemistry is 1
T6: Batteries Detected on Both connectors. This is not a supported config
 =====================

 

Be sure to reference the Veritas Support Case ID provided upon confirmation of the scheduled service. 

Veritas appreciates your loyalty and confidence in our products to protect your data. Please let us know if you have any questions or comments regarding this proactive approach to resolving your hardware issue.  

Should you encounter any issues in the future, please follow the normal path for support:  https://www.veritas.com/services/appliance-services/appliance-support-services

If you have not already enabled your appliances for Auto Support, the links below can provide you more information on how to leverage this valuable service.

Veritas AutoSupport for Appliances provides automated support services in NetBackup and BackupExec appliances. CallHome, is an embedded agent within the appliance that monitors and reports the state of various hardware components on the appliance such as disk status and power consumption.

 

Additional information can be accessed via the following links:

AutoSupport FAQ

http://www.symantec.com/content/en/us/enterprise/other_resources/b-symc_autosupport_FAQ_21286365.pdf

AutoSupport Overview(video)

http://www.symantec.com/products-solutions/products/videos-lightbox.jsp?cid=enable_autosupport_video

AutoSupport Overview(fact sheet)

http://www.symantec.com/content/en/us/enterprise/fact_sheets/b-symc_autosupport_for_appliances_DS_21284429.pdf

 

Please refer to the administrator’s guide corresponding to the appliance family and appliance software version for further information. 

NetBackup Administrator’s Guide:  https://www.veritas.com/support/en_US/article.DOC2792 

Backup Exec 2012 Administrator’s Guide: https://veritas.my.salesforce.com/ka6j00000004F2CAAU

Backup Exec Appliance Documentation https://veritas.my.salesforce.com/ka8j0000000Q5IlAAK

MyAppliance portal:

MyAppliance Web portal, a part of MyVeritas framework, provides a comprehensive view on the appliance’s state of health and performance. Users can register new appliance(s), view support cases, risks, and other health and performance information as well as edit appliance details and adding/deleting primary and secondary users.

My appliance portal is integrated with MyVeritas portal and can be accessed directly at the following URLs: https://my.veritas.com/webapp/faces/login;jsessionid=LHQCW1XWYj0qLwxHCypLxzYjDT1HYD3GG2nhvWMxVDk5vKK9lLXf!1215617940?_afrLoop=903789806467000&_afrWindowMode=0&_afrWindowId=null#!%40%40%3F_afrWindowId%3Dnull%26_afrLoop%3D903789806467000%26ct%3D%26lg%3D%26_afrWindowMode%3D0%26_adf.ctrl-state%3D198svh68yv_4

.

 

 

Applies To

This document pertains to 5000, 5020, 5200 and 5220 appliances. 5230 and 5030 appliances do not have battery backup units but have SuperCaps.

Terms of use for this information are found in Legal Notices.

Search

Survey

Did this article answer your question or resolve your issue?

No
Yes

Did this article save you the trouble of contacting technical support?

No
Yes

How can we make this article more helpful?

Email Address (Optional)