Troubleshooting questions for the Snap and GuardianOS

Version 2

    Troubleshooting questions for the Snap and Guardian OS.

    This information applies to the following Product(s):

    - SnapServer 1000
    - SnapServer 1100
    - SnapServer 2000
    - SnapServer 2200
    - SnapServer 4000
    - SnapServer 4100
    - SnapServer 4200
    - SnapServer 4400
    - SnapServer 4500
    - SnapServer 12000
    - SnapServer 14000
    - SnapServer 15000
    - SnapServer 18000
    - SnapDisk 10
    - SnapDisk 30

    This information applies to the following Operating System(s):

    - This information is not Operating System specific


    Required Information for Escalation
    (General Troubleshooting questions)

    This is the minimum information required for escalations to SPD. If this information is not part of the case, the escalation will not be accepted by SPD. This will be used as a foundation to begin our journey ? a weak foundation makes for a troubled journey.

    - Customer contact information
    Including name, phone number and e-mail address
    - Snap Server model number
    - Snap Server serial number

    - OS version
    SnapOS version
    GuardianOS version

    - Detailed description of the issue
    - Customer?s explanation
    - Your translation of customer?s explanation
    - Customer Environment (as necessary)
    Client Workstation OS: Windows version, Mac version, etc?
    Customer Network: NT4, W2K, Netware, etc?
    Software applications in question (with versions)
    Network hardware (models, versions): Switches, hubs, etc?

    - Was it working ? What changed? Has it ever worked ?

    - Logs gathered from the customer
    \?in lo p ?1\? saved as html
    \?in dev\? saved as html
    Make sure customer is given the case number to include in e-mail

    Details of troubleshooting steps
    - What tests were run
    Results of tests
    - Steps taken
    Results of those steps
    - Configuration changes made
    Including files added / modified
    Results of changes
    Also add any other information that you think may help in the troubleshooting of the customer?s issue. This may include comments and observations from the customer.
    Think about it


    Who - Who is involved? Who are the servers, clients, and switches? Who is reporting the problem? Who is not?

    What - What is the problem/error? What leads to it? What was changed? What are the settings for the parties involved? What?s the face (the LEDs) look like when you see the problem (smiling, sad, angry..)? What can we use to further diagnose the symptom? Cross-over cable, null modem cable?

    Where - Where are we seeing the problem? The LEDs? In the UI? At the client?

    When - When was it working last? When did it start?

    Why - Why didn’t you backup? Why did you make this change? Why do you have it setup this way?

    How - How long was it working for before? How is it affecting the parties involved? How many are affected? How come you didn’t backup?

    Communication / Connectivity issues
    - Static or Dynamic IP

    - Can the server be pinged
    By IP
    By name

    - Network access
    Thru Network Neighborhood
    By UNC path
    Using Name ( ex: \\\SnapServerName )
    Using IP ( ex: \\\ )

    - Protocols configured correctly

    - SMB configured for Windows access

    - Ethernet matching
    Auto/Auto, Full/Full, etc?

    - GuardianOS NIC Bonding
    Standalone/Load Balancing/Failover

    - Network switch at latest IOS

    - Known good cabling

    - Try connection to a different Switch Port, a different Switch, a Hub

    Network Security

    - Local vs. Domain Authentication

    - Domain user import
    Resource domain vs. Security domain
    Which domain is the Snap Server in
    Which domain is the user logged into
    Imported via Assist or command line

    - Local user names are not to match domain user names

    - File/Folder security
    Share permissions ? Full Control
    Root folder of share ? R/O
    File/Folder permissions ? as required
    File/Folder permissions are set thru the WebUI, not thru Windows security

    - Local vs. Domain Authentication

    - Local user names are not to match domain user names

    - Windows Domain vs. ADS (Active Directory Services)
    Use Active Directory Domain when joining an ADS domain (Security>Windows).

    - Domain users not displaying when setting Share Access
    When joined to the domain, use an ID for RestrictAnonymous (Security>Windows).
    If in a native environment, try disabling NetBIOS (Security>Windows).
    If no need to grant trusted domain users access to shares, it is safe to disable trusted domains... echo allow trusted domains = no >> /etc/smb.conf.extra
    - Note Domain Users and Groups are NOT shown in Security>Users (or Groups)

    - File/Folder security set using Windows security

    - POSIX implementation of extended ACLs

    - Opportunistic Locking
    - Panics
    - General log entries ???
    - GuardianOS Recovery Console
    If it boots to Recovery Console each time, get a copy of the system coming up by using Capture Text in HyperTerm

    It?s booting to Recovery Console for a reason, what is it ?