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Import: Course Overview

Import: Course Overview. EMC ControlCenter Troubleshooting. Module One: Introduction & Core Concepts. Name Job Responsibility Fibre Channel Experience ControlCenter Experience. UNIX Experience Windows Experience Expectations. Introductions. Course Objectives.

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Import: Course Overview

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  1. Import: Course Overview

  2. EMC ControlCenter Troubleshooting Module One: Introduction & Core Concepts

  3. Name Job Responsibility Fibre Channel Experience ControlCenter Experience UNIX Experience Windows Experience Expectations Introductions

  4. Course Objectives • After successfully completing this course, you will be able to: • Describe general, high-level principles of troubleshooting • Explain specific considerations of ControlCenter troubleshooting • Indicate the location of log files • Capture log files and other data used for troubleshooting • Define key log files used in troubleshooting • Find key data in log files to aid troubleshooting • Define a methodology for troubleshooting ControlCenter issues • Use the troubleshooting methodology to explain and fix common ControlCenter issues in a lab environment • Capture, Locate and define key logs needed when escalating a problem to the SAC • Install and verify • Demonstrate how to create

  5. Objectives (Design Doc) • Given an operational ControlCenter environment with live “customer” data: • Verify the expected behavior of ControlCenter infrastructure components • Verify, without data interruption, the expected behavior of ControlCenter Agents • Obtain ControlCenter logs and installation/configuration files • Confirm that a set of logs is complete and is not wrapped (overwritten) • Given a malfunctioning ControlCenter environment with live “customer” data: • Document a problem, as presented by a customer • Verify the irregularity, and confirm that ControlCenter is not working as designed

  6. Objectives (Design Doc) continued • Gather all relevant logs and configuration files • Assess logs for completeness and relevance, and present findings • Propose a methodology to isolate (within one subsystem) each aspect of the problem • Propose a change (including customer impact) to resolve each aspect of the problem • Defend the rationale for each proposed change, and predict the outcome of the change • Escalate the problem, proposal, defense, and log files • Implement each change • Document the outcome (including customer impact) of each change, as a discrete event • Verify new behavior, and confirm that ControlCenter is working as designed

  7. Module Objectives • After successfully completing this module, you will be able to: • Define the Course Objectives • Describe general, high-level principles of troubleshooting • Explain what EMC tells its customers about troubleshooting

  8. Course Materials • Name Card • Student Workbook • Course Book • Appendix • Lab Manual • Evaluation Form

  9. Start Time Phones Intranet/Internet Cafeteria Restrooms Lab Access Facilities

  10. EMC ControlCenter Troubleshooting Course Timeline

  11. EMC ControlCenter Troubleshooting Course Expectations • What this course is: • Taught in the EMC “Workshop” (80% hands-on) format • Methodologies that enable field personnel to enlist help (SAC, Engineering, SVC, etc.) in the most effective manner • Practice in the detection of “customer” induced errors • Additional insight into ControlCenter internals (20% lecture) • What this course is not: • Comprehensive (i.e., every possible error) • A ControlCenter introduction • ControlCenter usage, maintenance, etc. • Fixes or workarounds for any particular “bug” • Explicit job task instruction • IHAC…

  12. Troubleshoot a light bulb… • What do you do? • Where do you start? • What steps are implied? • How did we ever fix light bulbs before EMC Software Engineering created the Bulb Logging Utility (BLU)? • What evidence should you gather before calling an electrician for help? • How would you describe and document the problem?

  13. Import: Methodology • Gather information about the environment • From the What EMC asks customers slide • Identify the problem • Software vs. Hardware (cut the problem in half) • Is it an install, discovery or run-time problem • Isolate and re-create the problem • Resolve the problem • Escalate if necessary

  14. Detailed Problem Description • Environment Info • Circumstances surrounding issue • Record approximate time of failure • Timestamps, timestamps, timestamps!!

  15. What EMC asks customers Please Tell Us… • Release level of the software that you are running • Software installation parameters • Host type on which you are running • Operating system you are running and its release number • Functions of the software that you are running • Whether you can reproduce the problem • Previous occurrences of the problem • Whether the software has ever worked correctly • Time period that the software did work properly • Conditions under which the software worked properly • Changes to your system between the time the software worked properly and the problem began • Exact sequence of events that led to the system error • Message numbers and complete text of any messages that the system produced • Log file dated near the time the error occurred • Results from tests that you have run • Other related system output • Other information that may help solve the problem

  16. Troubleshooting Guide

  17. Problem Detection Refer to the ControlCenter Administration/User Guide “Customer Support” Appendix for Instructions Collect Problem Information Contact the EMC Customer Support Center U.S.: (800) SVC-4EMC Canada: (800) 543-4SVC Worldwide: (508) 497-7901 Problem is Tracked and Managed to Resolution Confirm that the Problem is Software Related Call will be Directed to an EMC Software Support Engineer What EMC tells customers • EMC software products are supported directly by the EMC Customer Support Center in the United States. • EMC advises customers to use the following process:

  18. Course Foundations • Unexpected ControlCenter behavior is probably: • Bad Configuration (esp. distributed components) • Firewalls (new/changed), zoning changes, or similar filters/masks • Bad network hardware (i.e., somebody kicked a cable) • Resource contention (i.e., ports) • Incorrect or inaccessible configuration (.ini) files • Software Bug • ControlCenter 5.1.2 has been tested very extensively, but… • Capture problems fully, for testing and continuous improvement • Customer Expectations • “Working as Designed” • User error • EMC CS troubleshooting approach is the same: “Cut the Problem in Half…” • Document your steps • Isolate or re-create the problem • Escalate, if needed • Resolve

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