Guardian OS Inaccessible Web Interface - Internal

Version 1

    Confidential Overland Documentation - Internal Only

     

     

    If you are unable to log into your Snap Sever's web interface there are several possible avenues:

     

    1. 1. If this is a brand new unit during initial setup, try resetting the unit.  If this is successful, then please document the issue and notify the Snap escalation team of a quality issue.  If the reset is unsuccessful, then RMA the unit and mark it for FA.  As this is a new unit failure, we don't want extensive troubleshooting.  Replace as a DOA system and again notify the Snap escalation team.

     

    1. 2. Have you just upgraded your unit?

     

    Please obtain a 9-pin Serial Null Modem cable and connect the Snap server to another computer.   

     

    This scenario is probably going to be the most difficult as there are really too many possibilities to list.  At the very least get a boot capture and see if the system is failing at any particular point.  The system likely failed the upgrade and we'll need to track it down.  Escalate if necessary.

     

    1. 3. If you are seeing a specific error type please try the following solutions:

     

    Http errors

    1. i. Restart your Snap server by quickly pressing and releasing the power button.
    2. ii. Check Network Connectivity.
    3. iii. Can we log in over SSH?  If not, then get a serial null modem cable and troubleshoot for root filesystem corruption.  If we can then try restarting sysbroker, tomcat and java - check the UI after each attempt.  If they all fail then move to troubleshooting for corrupt root.

     

    Java errors

    1. i. Restart your Snap server by quickly pressing and releasing the power button.
    2. ii. See step iii above.

     

    Password fails

    1. i. Reset the Snap server by pressing the reset button with a paperclip.
    2. ii. Can we log in over SSH?  If so then troubleshoot per article 8081 and see if  we can get past this.  If not then get a serial cable and troubleshoot for the following several scenarios. [u][b]Verify suspicion of issues[/b][/u] - if you don't verify and document then we don't know what the actual cause is.  [b]Do not[/b] delete these files without verifying and documenting that they are the problem.

     

    1. 1. /etc/shadow is blank, corrupt or a link to itself
    2. 2. /flash/userlist is blank or corrupt
    3. 3. /flash/group is blank or corrupt

     

    While attached to the serial port using a terminal program such as HyperTerminal or PuTTY (capture the output)(115200, 8, N, 1 no hardware flow control) select TSERVER mode to boot into recovery. Then run the following commands:

     

    "rootmount"

    ls -la /mnt/pivot/flash

     

    Check for recursive link of userlist.txt or zero byte files for userlist.txt or group

     

    Check for corruption or truncation of userlist.txt and group:

    cat /mnt/pivot/flash/userlist.txt

    cat /mnt/pivot/flash/group

     

    Check for zero byte shadow file:

    ls -la /mnt/pivot/etc/shadow*

     

    Check for corruption or truncation of shadow file:

    cat /mnt/pivot/etc/shadow

     

    For example, if userlist.txt shows an :x: in place of a password hash, and yet /etc/shadow does not contain all user entries or is missing a hash, then /etc/shadow may be corrupted, alternatively if userlist.txt shows fewer entries than shadow either may be corrupted as well.

     

    move the files (as necessary) and reboot:

     

    "/mnt/pivot/bin/mv /mnt/pivot/etc/shadow /mnt/pivot/etc/shadow.bak"

    "/mnt/pivot/bin/mv /mnt/pivot/etc/shadow.old /mnt/pivot/etc/shadow.old.bak"

    "/mnt/pivot/bin/mv /mnt/pivot/flash/userlist.txt /mnt/pivot/flash/userlist.txt.bak"

    "mnt/pivot/bin/mv /mnt/pivot/flash/group /mnt/pivot/group.bak"

    "reboot -f"

     

    If these do not resolve the issue, then root may be corrupted - attempt a repair or fresh install and restore from backups.  In all cases where a fresh install may be necessary, document the case "Fresh install resulting from XXX reason".  Collect a syswrapper from recovery per article 13161ASK [b]prior[/b] to performing the fresh install.[b][/b]

     

    Confidential Overland Documentation - Internal Only