Sun 7110 Crashing / Rebooting

[sev9756]

Hi,

 

Our 7110 seems to be getting a bit unhappy - three times now it's spontaneously rebooted with the error:

 

"The appliance management interface became unresponsive and the appliance had to be rebooted."

 

I'm trying to create an SR in my oracle support but the link to do so seems to have mysteriously disappeared. Has anyone seen anything similar?

 

Thanks

 

Alan

[apaton]

First of all persist with logging a service request with Oracle. If the website isn't working for you try calling Oracle Global Support on 0870 4000900. option 2.

 

As regards the error, is there any disk activity while the system is booted (flashing lights!) ? If so then the system might be recovering from an event, such as snapshot deletion corruption or a ZFS/Fishworks bug. But I would defer any root cause to the excellent support team at Oracle.

 

I strongly recommended keep you storage up to date with patches, as these type of bugs have been addressed. Software Updates - Fishworks - wikis.sun.com

 

 

Regards

 

Andy

[Duke]

After initially disliking switching to Oracle support, I have found their web interface a really nice way to generate and track SRs - https://support.oracle.com/CSP/ui/flash.html

 

You will need to set up an account, but you should have received emails from Sun/Oracle or your reseller to do this a while ago. Once you've got the SR registered on the site you usually get a call back pretty quickly. I found going through Oracle's phone support a real pain, never had to spell my name out 8 times to someone before.

 

Chris

[EduTech]

what version of the firmware are you running at the moment mate? as apaton said i would recommend you make sure this is on the latest version of the firmware if possible.

 

James.

[sev9756]

Thanks for all the help - our My Oracle subscription appears to have gotten in a bit of a tangle and they think our contract has expired (which it hasn't) - the admin bods are (hopefully) sorting this all out as I speak.

 

We're currently on 2010.Q3.1.1 - would you recommend an upgrade to 2010.Q3.2.0 ?

 

Although due to the snafu with our oracle subscription, I'm actually unable to download it at the moment

[Duke]

Apparently there's 60 bug fixes so it couldn't hurt. I've hit a bug in the past that was fixed by a release that came out the same day...

[apaton]

....

I found going through Oracle's phone support a real pain, never had to spell my name out 8 times to someone before.

 

Chris You win, we have only got up 6 times in the office!

Serious, the phone method is that bad. But as you've already stated the Oracle support web site is fantastic in comparison. P1 you will get a 30 minute call back!

I logged a P1 service request on-line at 1am Sunday morning and I received a call within 15 minutes.

 

Plus have you noticed that if you had a Silver Support Contract (Mon-Fri 7-7), it may have been uplifted to 24x7 Premium!

 

 

Andy

[Duke]

Silver Support Contract (Mon-Fri 7-7), it may have been uplifted to 24x7 Premium!

 

Ooh, may need to check that as I was on Silver - cheers!

[john]

I thought they only did platinum now ? I know my 7110 renewal was VERY painful

 

As for messed up accounts, I know that pain as well, poor Kim from Cutter, he's still beating them with sharp sticks, we've finally got the 7120 sorted so I have my account and that, however my 7110 seems to be floating in space somewhere with its very costly warranty as well!!, at least having 2 units means I can download against one and stick on the other

[apaton]

I thought they only did platinum now ? I know my 7110 renewal was VERY painful

 

Oracle have one service level for hardware "Oracle Premier Support for Systems". aka Platinum! But be carefull there are some gotchas for parts delivery times for Severity 1 service requests.

 

2 hours: Your system must be within 25 miles/40 kilometers of a designated service location.

4 hours: Your system must be within 26 – 49 miles/41 – 79 kilometers of a designated service location

Next Day: Your service center is greater than 50 mile/80 kilometers from a designated service location.

 

Service Centers are located in the UK at Belfast, Birmingham, Bristol, Guernsey, Hounslow, Leeds, Livingston, London Colney, London E16, Manchester, Milton Keynes.

 

Always read the small print and you will not be disappointed/Surprised!

 

Andy

[sev9756]

Hmm it went down again this afternoon - oracle say our support issues should be sorted out by tomo - hopefully so and hopefully 3.2.0 fixes the problem as the natives are getting restless with the server falling over every couple of days!!

[john]

Oracle have one service level for hardware "Oracle Premier Support for Systems". aka Platinum! But be carefull there are some gotchas for parts delivery times for Severity 1 service requests.

 

2 hours: Your system must be within 25 miles/40 kilometers of a designated service location.

4 hours: Your system must be within 26 – 49 miles/41 – 79 kilometers of a designated service location

Next Day: Your service center is greater than 50 mile/80 kilometers from a designated service location.

 

Service Centers are located in the UK at Belfast, Birmingham, Bristol, Guernsey, Hounslow, Leeds, Livingston, London Colney, London E16, Manchester, Milton Keynes.

 

Always read the small print and you will not be disappointed/Surprised!

 

Andy

 

Ah I should be 4hr response then, as im about 40 miles from Leeds, although obviously if its the far side then not that good for me Also depends what they call Manchester as its rather sprawling now.