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Command Suite Support Questions

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Expedite the troubleshooting process for the most common issues by reviewing and answering the following questions for your product. 

General Troubleshooting Questions

  1. Hitachi Command Suite includes the following software products. Is there a specific product that is causing an issue?
    1. Examples of products:
      1. Hitachi Device Manager Server (HDvM)
      2. Hitachi Tuning Manager Server (HTnM)
      3. Hitachi Replication Manager (HRpM)
      4. Hitachi Tiered Storage Manager (HTsM)
      5. Hitachi Compute Systems Manager (HCsM)
  2. Can you provide specific error codes or screen shots?
    1. Note: Most common HCS error codes start with "KAIC".
    2. What operation is being performed when the error occurs?
    3. Where in the GUI do you get the error?
    4. Collect an un-cropped screenshot of the screen when the error appears.
  3. Are you experiencing an error during installation/upgrade, or during normal operation, such as executing a task?
    1. Is this a new install or has it ever worked?
    2. For install or upgrade errors: has the prerequisite checker been run to ensure full compatibility?Prerequisite Checker
    3. For new installations, which version are you attempting to install?
    4. For upgrade installations, which version are you upgrading from and to?
    5. For upgrade or install, which installer is being used? (individual installers or All-In-One)
    6. Is the install being ran from local media/ISO, or via a network share?
    7. Are there any Anti-Virus scanners active on the host?
  4. Can a GetConfig be provided from the Hitachi Command Suite server?
    Get Config 
    1. If a GetConfig can be gathered successfully, please upload to https://tuf.hitachivantara.com/upload.php using the Hitachi case number for Case Number.
  5. If a GetConfig cannot be gathered, please execute manual data collection:
    1. Windows: HiCommand\Base64\bin\hcmds64getlogs /dir <output_directory>
    2. Unix: /opt/HiCommand/Base64/bin/hcmds64getlogs -dir <output dir>
    3. Upload manual log gather to https://tuf.hitachivantara.com/upload.php using the Hitachi case Number.

Device Manager Server (HDvM)

  1. What version of HDvM are you running?
  2. Are any particular arrays causing the issue?
    1. If so, please provide the serial number(s) and array type.
  3. Can you provide error codes and screen shots of the issue?
  4. Is the issue persistent or intermittent?
  5. Were there any changes made to the environment? (Software updates, hardware failures, microcode upgrades, etc.)
  6. Can a GetConfig be provided from the Device Manager server? Get Config

Device Manager Agent (HDvM Agent)

  1. What is the version of the HDvM agent on the host compared to the version of the HDvM server it is communicating with?
  2. Is the host affected being used as a Pair Management/CCI host?
  3. Is the host a virtual machine or physical?
  4. Is this a new issue?
  5. Are you able to successfully complete a host refresh in Device Manager against this host?
  6. Can you provide error codes/screen shots of the issue?
  7. Are you able to provide HDvM agent logs? (TIC Logs) HDvM Agent Logs 

Tuning Manager Server (HTnM)

  1. Is the problem against a specific storage array?
  2. What version of HTnM and HDvM server (HDvM) are you running?
  3. Is the HTnM server installed on the same host as HDvM or separate?
  4. Is the issue in HTnM Main Console, or in Performance Reporter?
  5. Is the issue persistent or intermittent?
  6. Were there any changes made to the environment? (Software updates, hardware failures, microcode upgrades, etc.)
  7. Can you provide error codes and screen shots of the issue?
  8. Can a GetConfig be provided from the Tuning Manager server? Get Config

Tuning Manager Agent (HTnM Agent)

  1. Is the agent installed on the HTnM server, or a remote host?
  2. Is the agent active or inactive?
  3. Can the agent host ping the HTnM server and vice versa?
  4. What OS is the HTnM agent installed on?
  5. What is the version of the agent compared to the HTnM server?
  6. What type of agent(s) are you having an issue with? (Host agent, Storage system agent, Switch, etc.)
  7. Can you provide error codes and screen shots of the issue?
  8. Can you provide agent logs? (jpcras) - HDvM Agent Logs

Replication Manager (HRpM)

  1. What is the version of the HDvM and HRpM you are running?
  2. Is HRpM installed on the same host as HDvM server?
  3. Are you experiencing an error while performing a specific task?
  4. What are the array serial number(s) affected?
  5. Can you provide a Replication diagram? (Primary and DR)
  6. What version of CCI is running on the HRpM host?
  7. Do you use multiple Pair Management/CCI hosts?
  8. Are your Pair Management/CCI hosts virtual machines or physical?
  9. Can you provide error codes/screen shots of the issue?
  10. Can a GetConfig be provided from the Replication Manager server? Get Config
  11. Can TIC logs be provided from the Pair Management/CCI host(s)? HDvM Agent Logs