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VNX Dial Home Handbook

INDEX

Basic FILE Health check Commands


Basic BLOCK Health check Commands
Management Switch Health Check commands
Other Required commands:
NaviSecCLI Commands :
Command to run BV
How to Gather SP collects from NaviSecCLI?
How to gather SP collects via CLIviaSSH?
How to gather Support Materials viaCLIviaSSH?
Default Credentials
Standard Out of Office Message for VNX
How to upload/download SP collects/Support Materials to desktop?
Standard Outlook Signature for all the three shifts
Links
Reason Codes:
Drive States and Its meaning
International Dialing Codes
Time Zone Converter
Numbers for different teams in EMC
Etiquettes of Email
Few Scenarios and the appropriate way of drafting emails
a. Dial in is not available and when WebEx is the mode of dial in:
b. Dial in is available however unable to dial in:
c. E-mail template for dial in permission required:
d. Closure E-mail for a three day strike rule:
e. Email Template for a CS Reboot:
f. E-mail template for dial in credentials:
g. Escalated case update to customer:
h. Second Response template to customer:

If you need any clarification on commands or need any assistance then please
feel free to talk to any Senior Engineers/ SMEs.

VNX Dial Home Handbook


Basic FILE Health check Commands
1. /nas/sbin/serial
This command gives you the serial number of the array.
2. /nas/sbin/model
This command gives you the model number of the array.
3. nas_version
This command gives you the File OE of the Control Station.
4. server_version ALL
This command gives you the File OE of the Datamovers.
5. date
This command gives you the current date, time and the timezone of the Control Station.
6. server_date ALL
This command gives you the current date, time and the timezone of the Datamover.
7. uptime
This command will give you the number of users logged in to the array, uptime of CS and the load on
the CS.
8. server_uptime ALL
This command gives you the uptime of Datamovers.
9. server_mount ALL
This command gives you the status of the filesystems and checkpoints on all the data movers.
10. /nas/sbin/getreason
This command shows you the status of the control stations and the datamovers.
11. nas_server l
This command lists out the number of datamovers and the types of datamovers.
12. nas_storage l
In a gateway model this command will list the backends connected to the array however in the
integrated model this command will list the same array serial number.
13. nas_storage c a
This command runs a health check on the backend and gives an error if a SP is failed over or if a LUN is
trespassed, etc..
14. .server_config ALL v fcp bind show
This command will give you the HBA connectivity status between the DMs and the SPs.
15. nas_logviewer /nas/log/sys_log |tail -100
This command will list the last 100 logs from the syslog.

Basic BLOCK Health check Commands


1. /nas/sbin/navicli h spa getagent
This command will give you the Block array details like the FLARE code, model number.

VNX Dial Home Handbook


2. /nas/sbin/navicli h spa getcache
This command gives the Read/write cache details and the SPS battery testing details.
3. /nas/sbin/navicli h spa getcrus
This command gives the status of all the enclosures and its internal peripherals.
4. /nas/sbin/navicli h spa getdisk state tla
This command gives the status of all the disks available in the enclosure.
5. /nas/sbin/navicli h spa getlun trespass private
This command gives the LUNs trespassed details.
6. /nas/sbin/navicli h spa getlog |tail -100
This command gives the last 100 SP logs.
7. /nas/sbin/navicli h spa faults list
This command determines the status of array and will report if there is any fault.
8. nas_inventory list
This command determines the status of all the parts of array and reports if any faults individually.
9. cat /etc/hosts |grep -i SP
This command will give you the Storage Processor IP addresses.
10. /nas/sbin/navicli -h spa getrg
This command will give the RAID group details.
11. /nas/sbin/navicli -h spa getdisk -state -tla -hs product
This command will give you the complete disk and hotspare details.

Consult Senior Engineers/SME before executing the commands marked in RED

Management Switch Health Check commands


1. /nas/sbin/setup_enclosure readConfig
Identify number of enclosures available and their Mgmt-Switch IP addresses.
2. ping -c 4 <ipaddress of mgmnt switches>
Now ping the IP address of the Mgmt-Switches from the Control Station.
3. /nas/sbin/setup_enclosure checkSystem
Check the health of Mgmt-Switches.
4. /nas/sbin/setup_enclosure checkCable
Check the cable connectivity between the enclosures.
5. /nas/sbin/setup_enclosure probeSystem
Probe the Mgmt-Switches device to check if the IP address are configured appropriately.
6. /nas/sbin/setup_enclosure resetMgmtswitches
This command will reset the management switches.

VNX Dial Home Handbook


Other Required commands:
1. ps -ef | grep -i <daemon name>
This command will give you the defunct status of daemons like jserver, naviagent, Boxmonitor,
apache, etc..
2. /nas/sbin/enclosure_status -e <enclosure_ID> -v
This command gives the status of the enclosure.
3. nas_replicate -l
This command will give you the list of replications running on the array.
4. nas_replicate -i <Replication Session Name>
This command gives you the details of the specific replication session.
5. nas_fs l
This command gives you the list of the file systems on the array.
6. reboot
This command will reboot the Control Station.
7. /nas/sbin/cs_standby failover
This command will failover the primary CS to secondary CS.
8. server_cpu server_2 -r -m now
This command will reboot the datamover.
9. server_standby server_2 r mover
This command will failback the datamover.
10. nas_storage f id=1
This command will failback the LUNs.
11. /nasmcd/sbin/clariion_mgmt info
This command will give you the public IP addresses of Storage Processor.
12. /sbin/service nas start
This command will start the NAS services.
13. /nas/sbin/nas_connecthome info
This command will give you the connecthome information.

NaviSecCLI Commands :
1. naviseccli getagent
This command will give you the Block array details like the FLARE code, model number.
2. naviseccli getlun -private -owner -type >c:\lun12.txt
This command gives the list of LUNs and its respective owner details.
3. naviseccli getcrus >c:\crus12.txt
This command gives the status of all the enclosures and its internal peripherals.
4. naviseccli getdisk -hs -tla -product >c:\hotspare12.txt
This command will give you the complete disk and hotspare details.

VNX Dial Home Handbook


5. naviseccli getcache
This command gives the Read/write cache details and the SPS battery testing details.
6. naviseccli faults list
This command determines the status of array and will report if there is any fault.
7. naviseccli getresume all >c:\partno12.txt
This command will give you the part numbers of all the parts.
8. naviseccli getlog -2000 >c:/logs.txt
This command will list you the last 2000 alerts from the SP logs.
9. naviseccli getrg
This command will give the RAID group details.

Command to run BV
naviseccli setsniffer -rg 100 -cr -bv -bvtime <high|medium|low>
This command will run the background verification on the RAID group.
navicli getsniffer -rg 100
This command will give the results of the Backround verification.

How to Gather SP collects from NaviSecCLI?


Launch Command prompt browse to the NavisecCLI directory and execute the command:
#>spcollect.pl

How to gather SP collects via CLIviaSSH?


Browse to /nas/tools directory and execute the command (/nas/tools/.get_spcollect) to gather the SP collects.
#>cd /nas/tools
#> /nas/tools/.get_spcollect
Once the SP collects are gathered browse to the /nas/var/log and download the SP collects.
#>cd /nas/var/log
#>ls -l

How to gather Support Materials viaCLIviaSSH?


Browse to /nas/tools directory and execute the command (/nas/tools/./collect_support_materials &) to
gather the Support Materials.
#> cd /nas/tools
#> /nas/tools/./collect_support_materials &
Once the Support Materials are gathered browse to the /nas/var/emcsupport and download the SP collects.
#> cd /nas/var/emcsupport
#> ls -l

VNX Dial Home Handbook


Default Credentials
Control Station
Control Station SU
Control Station Unisphere
Storage Processor Remotely Anywhere
Storage Processor Remote Control
Storage Processor Unisphere
Storage Processor Unisphere
FTP site

Username

Password

nasadmin
root
sysadmin
clariion1992
clarion
clariion1992
clarion
anonymous

nasadmin
nasadmin
sysadmin
clariion1992
clarion!
clariion1992
clarion!
user

Standard Out of Office Message


Greetings!
Thank you for your email. Please be informed that I am currently out of office with limited or no access to emails. If
you have a query with respect to an EMC service request, please call the EMC Toll free number 1800 782 4362 Ext:
55100 and the next available engineer will be glad to assist you.
In my absence, should you need immediate assistance with a critical issue please send an email to
PartnerVNXDH@emc.com. Otherwise, I will respond to your inquiry as soon as I return.
Thank you!
Regards,
G.M Mujahid Sharieff

How to upload/download SP collects/Support Materials to desktop?


1. Through WinSCP.
Launch WinSCP application and use the ESRS generated IP address and login to the array.
Browse to /root/var/log and here you can find the directories for SP collects, Support Materials
and Dump Files.
2. Through Unisphere client / Unisphere Service Manager.
Generate the diagnostics files and using the option Get Diagnostics files transfer the files to
your desktop.

VNX Dial Home Handbook


3. Through FTP site.
Once the SP Collects, Support Materials and Dumps are gathered browse to the directory where
these files are saved and from that location login to the FTP site and you can upload the files to ftp
site using the below steps.

VNX Dial Home Handbook

Standard Outlook Signature


Signature for Morning Shift:
Regards,
G.M Mujahid Sharieff
System Support Engineer
Worldwide Technical Support VNX
Office Hours: Mon-Fri, 20:00 hrs. 05:30 hrs. EST
Office#: 1-800-782-4362 x 55470
Email: Mujahid.Sharif@emc.com
Please provide your feedback on our services by writing to my Manager-Rajan Pandey @ Rajan.pandey@emc.com

Please consider the environment before printing this e-mail


Signature for Afternoon Shift
Regards,
G.M Mujahid Sharieff
System Support Engineer
Worldwide Technical Support VNX
Office Hours: Mon-Fri, 03:30 hrs. 13:00 hrs. EST
Office#: 1-800-782-4362 x 55470
Email: Mujahid.Sharif@emc.com
Please provide your feedback on our services by writing to my Manager-Rajan Pandey @ Rajan.pandey@emc.com

Please consider the environment before printing this e-mail


Signature for Night Shift
Regards,
G.M Mujahid Sharieff
System Support Engineer
Worldwide Technical Support VNX
Office Hours: SatThu, 11:30:00 hrs. 21:00 hrs. EST
Office#: 1-800-782-4362 x 55470
Email: Mujahid.Sharif@emc.com
Please provide your feedback on our services by writing to my Manager-Rajan Pandey @ Rajan.pandey@emc.com

Please consider the environment before printing this e-mail

VNX Dial Home Handbook


Links
1. To login to CSI
https://crm.emc.com/OA_HTML/AppsLocalLogin.jsp
2. To login to Service Centre
https://support.emc.com/servicecenter/
3. To login to ESRS page
https://esrs.emc.com/cleartrust/ct_logon_en_SECURID.html
4. To login to PRIMUS
http://csexplorer.isus.emc.com/eservice/iviewcs/ui/eserver.asp
5. To login to SYR database server
http://omega.eng.emc.com/omega/Apps/AppsContainer.asp?DefaultAppID=1
6. To login to Powerlink
http://powerlink.emc.com/km/appmanager/km/secureDesktop
7. To access QTool
http://qtool-vnx.lss.emc.com/
8. To initiate a Collaboration Chat
http://internalchat.corp.emc.com/internalchat/prem.aspx
9. To Find the part number(Parts Compatibility Database)
http://csapps.isus.emc.com/pcd/Search.aspx?SearchBy=PartNumber
10. To access Instance Remote details / Remote Configuration
https://crm.emc.com/OA_HTML/csiSearchProdMain.jsp?jtfm0=_0_0_0_1_f_nv_&jfn=ZG0F3681665117CEBBCDAB41E3BA0C1C47DFA1F1715774B970FE75BB8C2929C9C8CF809
EB2E85AD54FD12BFE25966FFED5B4&oas=MkDa0MwODgVN9XZpp9wA5w..

11. To check the time for different countries.


http://www.timeanddate.com/worldclock/
12. To convert the time into a different time zone
http://www.timeanddate.com/worldclock/converter.html
13. To login to the Metaframe Citrix Server
http://citrixapps.corp.emc.com/Citrix/MetaFrame/site/default.aspx
14. To initiate a WebEx session
https://emcsupport2.webex.com/mw0307l/mywebex/default.do?siteurl=emcsupport2
15. To login to CS-Labs for Array access
http://cslabs.emc.com/reservations.php
16. To view the entire EMC Exams list click on the below link:
http://edu.corp.emc.com/gs/certification/tracks/emcsa_track.aspx#
17. To avail the EMC vouchers register yourself with your EMC email id in the below link.
http://emc.my-certifications.com/User/Portal.aspx
18. To write the practice Exams click on the below link
http://edu.corp.emc.com/gs/certification/exams.aspx

VNX Dial Home Handbook


19. To schedule your exams register in the below website or click on the link
https://www1.pearsonvue.com/Dispatcher?application=Login&action=actStartApp&v=W2L&cli
entCode=EMC
20. To find the VI Editing Commands
http://www.cs.colostate.edu/helpdocs/vi.html

Reason Codes:
RC
0
1
2
3
4
5
6
7

State

Meaning

Reset
DOS Booted
SibPOST Failed
(NAS) Loaded
Configured
Contacted
Control Station Ready
Panicked

Reboot the DM/CS.


CS/DM rebooted and this is the initial state.
datamover failed sib post
CS/DM rebooted and NAS code is being loaded
CS/DM rebooted and configuration is in progess.
DMs are in contacted state.
When NAS services not running, this is a sign of a problem
data mover panic crash <(This is very bad)

Drive States and Its meaning


STATE

Meaning

Enabled

Hot Spare Ready

Removed

Either a hotspare on standby or part of a bound LUN that is assigned to(owned by) the
SP you are using as the communication channel to the chassis. If the storage system has
another SP, this module status is ready when you use the other SP as the communication
channel to the chassis.
Module is either a hotspare or replacement disk module that replaced a failed module in
a LUN. The date is being rebuilt on a hotspare or a replacement disk module.
Removed from the chassis; applies only to a disk module that is part of a LUN.

Off

Powered off by the SP, which can happen if a wrong size module is inserted.

Unbound

Ready to be bound into a LUN.

Binding

Being binded

Empty

Failed or removed before the agent started running, or the disk wasnt part of a LUN.

Failed

Powered down or inaccessible.

Equalizing

Data from a hot spare is being copied on to a replacement disk module.

10

Formatting

Being Hardware formatted. Generally, modules do not need formatting.

11

Powering Up

Power is being applied to the disk module.

12

Ready

Module is part of a broken LUN or a LUN that is bound and unassigned. This can mean
that the disk module is part of a LUN that is not owned by the SP that you are using as
the communication channel to the chassis. If the disk module is part of a LUN assigned to
an SP other than the one you are using as the communication chassis, the module`s
status is either Enabled or Ready. It is Enabled when you use the other SP as the
communication channel to the chassis.

VNX Dial Home Handbook


13

Requested Bypass

Disk is faulted and being copied to HS.

14

Rebuilding

Module is either a hotspare or replacement disk module that replaced a failed module in
a LUN. The date is being rebuilt on a hot spare or a replacement disk module.

International Dialing Codes


Afghanistan
Albania
Algeria
American Samoa
Andorra
Angola
Anguilla
Antarctica
Antigua and Barbuda
Argentina
Armenia
Aruba
Australia
Austria
Azerbaijan
Bahamas
Bahrain
Bangladesh
Barbados
Belarus
Belgium
Belize
Benin
Bermuda
Bhutan
Bolivia
Bosnia and Herzegovina
Botswana
Brazil
British Indian Ocean Territory
British Virgin Islands
Brunei
Bulgaria
Burkina Faso
Burma (Myanmar)
Burundi
Cambodia

93
355
213
1684
376
244
1264
672
1268
54
374
297
61
43
994
1242
973
880
1246
375
32
501
229
1441
975
591
387
267
55
N/A
1284
673
359
226
95
257
855

Greece
Greenland
Grenada
Guam
Guatemala
Guinea
Guinea-Bissau
Guyana
Haiti
Holy See (Vatican City)
Honduras
Hong Kong
Hungary
Iceland
India
Indonesia
Iran
Iraq
Ireland
Isle of Man
Israel
Italy
Ivory Coast
Jamaica
Japan
Jersey
Jordan
Kazakhstan
Kenya
Kiribati
Kosovo
Kuwait
Kyrgyzstan
Laos
Latvia
Lebanon
Lesotho

30
299
1 473
1 671
502
224
245
592
509
39
504
852
36
354
91
62
98
964
353
44
972
39
225
1 876
81
44
962
7
254
686
381
965
996
856
371
961
266

Palau
Panama
Papua New Guinea
Paraguay
Peru
Philippines
Pitcairn Islands
Poland
Portugal
Puerto Rico
Qatar
Republic of the Congo
Romania
Russia
Rwanda
Saint Barthelemy
Saint Helena
Saint Kitts and Nevis
Saint Lucia
Saint Martin
Saint Pierre and Miquelon
Saint Vincent and Grenadines
Samoa
San Marino
Sao Tome and Principe
Saudi Arabia
Senegal
Serbia
Seychelles
Sierra Leone
Singapore
Slovakia
Slovenia
Solomon Islands
Somalia
South Africa
South Korea

680
507
675
595
51
63
870
48
351
1
974
242
40
7
250
590
290
1869
1758
1599
508
1784
685
378
239
966
221
381
248
232
65
421
386
677
252
27
82

VNX Dial Home Handbook


Cameroon
Canada
Cape Verde
Cayman Islands
Central African Republic
Chad
Chile
China
Christmas Island
Cocos (Keeling) Islands
Colombia
Comoros
Cook Islands
Costa Rica
Croatia
Cuba
Cyprus
Czech Republic
Democratic Republic of Congo
Denmark
Djibouti
Dominica
Dominican Republic
Ecuador
Egypt
El Salvador
Equatorial Guinea
Eritrea
Estonia
Ethiopia
Falkland Islands
Faroe Islands
Fiji
Finland
France
French Polynesia
Gabon
Gambia
Gaza Strip
Georgia
Germany
Ghana
Gibraltar

237
1
238
1345
236
235
56
86
61
61
57
269
682
506
385
53
357
420
243
45
253
1767
1809
593
20
503
240
291
372
251
500
298
679
358
33
689
241
220
970
995
49
233
350

Liberia
Libya
Liechtenstein
Lithuania
Luxembourg
Macau
Macedonia
Madagascar
Malawi
Malaysia
Maldives
Mali
Malta
Marshall Islands
Mauritania
Mauritius
Mayotte
Mexico
Micronesia
Moldova
Monaco
Mongolia
Montenegro
Montserrat
Morocco
Mozambique
Namibia
Nauru
Nepal
Netherlands
Netherlands Antilles
New Caledonia
New Zealand
Nicaragua
Niger
Nigeria
Niue
Norfolk Island
North Korea
NorthernMariana slands
Norway
Oman
Pakistan

231
218
423
370
352
853
389
261
265
60
960
223
356
692
222
230
262
52
691
373
377
976
382
1 664
212
258
264
674
977
31
599
687
64
505
227
234
683
672
850
1 670
47
968
92

Spain
Sri Lanka
Sudan
Suriname
Svalbard
Swaziland
Sweden
Switzerland
Syria
Taiwan
Tajikistan
Tanzania
Thailand
Timor-Leste
Togo
Tokelau
Tonga
Trinidad and Tobago
Tunisia
Turkey
Turkmenistan
Turks and Caicos Islands
Tuvalu
Uganda
Ukraine
United Arab Emirates
United Kingdom
United States
Uruguay
US Virgin Islands
Uzbekistan
Vanuatu
Venezuela
Vietnam
Wallis and Futuna
West Bank
Western Sahara
Yemen
Zambia
Zimbabwe

34
94
249
597
47
268
46
41
963
886
992
255
66
670
228
690
676
1868
216
90
993
1649
688
256
380
971
44
1
598
1340
998
678
58
84
681
970
212
967
260
263

VNX Dial Home Handbook


Time Zone Converter
CHINA /
INDIA

GMT

EST

CST

PST

LONDON

JAPAN

MST
SINGAPORE

9:00 AM
10:00 AM
11:00 AM
12:00 PM
1:00 PM
2:00 PM
3:00 PM
4:00 PM
5:00 PM
6:00 PM
7:00 PM
8:00 PM
9:00 PM
10:00 PM
11:00 PM
12:00 AM
1:00 AM
2:00 AM
3:00 AM
4:00 AM
5:00 AM
6:00 AM
7:00 AM
8:00 AM

3:30 AM
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11:30 AM
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8:30 PM
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4:30 AM
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12:30 PM
1:30 AM
2:30 PM
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1:30 PM
2:30 AM
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10:30 AM
11:30 PM

11:30 AM
12:30 PM
1:30 PM
2:30 PM
3:30 PM
4:30 PM
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6:30 PM
7:30 PM
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12:30 AM
1:30 AM
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9:30 PM
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VNX Dial Home Handbook

Numbers for different teams in EMC


CST EMC
Technical Support EMC
Celerra DH
Celerra Vic/web or Celerra Legacy or Wipro Celerra EP
Celerra EP Hopkinton
Clariion DH
Wipro Clariion EP
Clariion Vic/Web
VNX Partner DH
VNX COE
Unified WFM
Unified Support
Unified Escalation
Clariion Escalation(Sev1)
Celerra Storage(Support)
Celerra Storage Escalation(Sev1)
Wipro Symmetrix Dial Home

1 800 782 3797 option 3 1 2


1 800 782 4362
55300
55240
*227# Auth code 70173
55400
55175
3270885
55100
3270912
3271024
3270998
3270999
3270809
3270887
3270810
57600

Email Etiquette
1. Address the customer or the recipient with their first name.
2. Use the appropriate greeting or simply use Greetings if not aware of the exact time of the day/night at
reciepents place.
3. Use short, simple and comprehensive sentences.
4. Avoid fillers.
5. Avoid using sentences like This email is regards to instead use This email is about or regarding.
Regard/Regards means look upon, consider, relate to, concern, etc Regard/Regards have more than
one meaning in it hence it is better to avoid using this while referring to the array.
6. Avoid using commanding sentences or words.
7. Be assertive, not aggressive while drafting emails.
8. Always use a standard font color, font style and font size while communicating to customers.
a. Standard Font Style : Calibri(Body)
b. Standard Font Size : 11
c. Standard Font color : Black
9. If you want certain important words to stand out, instead of making the letters bold either highlight the words
or put them in inverted commas.
For example: Mujahid or Mujahid

VNX Dial Home Handbook


10. Always paste the required logs/ sp collect analysis / support material analysis within the Starred lines like below.
This way we can differentiate the logs and the conversation.
a. **********LOGS*********
[nasadmin@VG2_CS1 ~]$ /nas/sbin/getreason
11 - slot_0 secondary control station
10 - slot_1 primary control station
5 - slot_2 contacted
5 - slot_3 contacted
**********LOGS*********
b. *********Support Material Analysis**********
[nasadmin@nsindia ~]$ nas_replicate -l
Name
Type
Local Mover
Interconnect
Celerra Status
uh
filesystem server_2
-->NS120_TO_VNX5300 CS0
OK
general3
filesystem server_2
-->NS120_TO_VNX5300 CS0
OK
general1
filesystem server_2
-->NS120_TO_VNX5300 CS0
OK
*********Support Material Analysis**********
c. *********SP Collect Analysis**********
Array Name
:
USGASAN01
-----------------------------------------------------------------------System Fault LED:
OFF
OFF
Total Reboots:
0
*********SP Collect Analysis**********
11. Proofread your emails before sending them
12. Do not attach large attachments in your email since not everyone is on a broadband connection.
13. If you have to email more than two documents as attachments, zip them in one file. Doing so would ensure that
the recipient won't miss downloading any file.
14. Always reply to emails especially the ones specifically addressed to you. The sender is still waiting to hear from
you.
15. Do not hit the send button without doing a spell check. Emails with spelling mistakes or grammatical errors
indicate that you have written the message in a non-serious mood and may convey a bad impression.
16. Keep all emails professional looking. Dont use multicolored fonts and pictures for backgrounds.
17. If you are going to be away from the office and you will not be able to read your e-mails in a timely manner, use
the email system's out-of-office tool to automatically respond to incoming emails. This way the sender will not
expect a timely reply. Make sure your automated reply tells the sender when they can expect a reply.
18. Don't instinctively click the "Reply All" button for every email that you reply to. Consider the subject at hand and
decide who needs to read your reply. Always responding to everyone will quickly earn you a reputation as a
"business spammer" and people will not read any of your emails.
19. Don't use email as your default communication tool. Remember that not all messages are appropriate for email.
Sometimes a short telephone call or a brief office visit is more appropriate and brings back the element of
human relations into an environment that is sometimes inundated with impersonal technology.
20. Subject line for all your emails to customers should be:
SR :: 12345678 || Site :: Wipro EMC || Sl No :: VNX123456789

VNX Dial Home Handbook


Few Scenarios and the appropriate way of drafting emails
1. Dial in is not available and when WebEx is the mode of dial in:
Hi Abc,
Greetings!
This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789.
The Array has dialed home for the error: Enclosure 0 compute blade A has been removed.
Wed like to check the status of the box remotely for which we would require the dial-in and login details, since the
remote connection details are not updated in the SR.
Please let us know if there has been any onsite activity due to which the alert might have triggered.
Alternatively, you could give me an appropriate time to setup a WebEx, or you could upload the support materials/SP
collects to the SR for analysis.
Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the
reply all option when replying to this email.
**********$*********

2. Dial in is available however unable to dial in:


Hi Abc,
Greetings!
This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789.
The Array has dialed home for the error: Enclosure 0 compute blade A has been removed.
Wed like to check the status of the box remotely. We tried to dial in using the remote connection details available in the
instance details, however the dial in failed.
Please let us know if there has been any onsite activity due to which the alert might have triggered.
Alternatively, you could give me an appropriate time to setup a WebEx, or you could upload the support materials/SP
collects to the SR for analysis.
Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the
reply all option when replying to this email.
**********$*********

VNX Dial Home Handbook


3. E-mail template for dial in permission required:
Hi Abc,
Greetings!
This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789.
The Array has dialed home for the error: Enclosure 0 compute blade A has been removed.
As per the instance details, we seek your permission to dial in, to investigate the issue.
Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the
reply all option when replying to this email.
**********$*********

4. Closure E-mail for a three day strike rule:


Hi Abc,
Greetings!
This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789 on 12 th
December 2012.
The Array has dialed home for the error: Enclosure 0 compute blade A has been removed.
We tried reaching you over the phone and email for last couple of days however as there was no response from your
end I shall mark this case for closure.
If further investigation is required, please do call us at 1- 800-782- 4362 x 55100 and we would certainly assist you
further.
**********$*********

5. Email Template for a CS Reboot:


Hi Abc,
Greetings!
This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789 on 12th
December 2012.
The Array has dialed home for the error: Enclosure 0 compute blade A has been removed.

VNX Dial Home Handbook


Weve performed a complete health check on the array and noticed that the array is operating normally. However, the
control station is failed over.
We seek your permission to proceed with the reboot of the current active control station so that the control station can
be back online and resume its normal process as primary CS.
Kindly note that rebooting a control station will have no downtime or production impact.
Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the
reply all option when replying to this email.
**********$*********

6. E-mail template for dial in credentials required:


Hi Abc,
Greetings!
This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789.
The Array has dialed home for the error: Enclosure 0 compute blade A has been removed.
We tried to dial in to the array using the default credentials but the dial in failed. We also noticed that there are no
remote dial in credentials updated either in the site messages or in the instance details.
Wed like to check the status of the box remotely for which we would require the dial in details. Request you to kindly
update the dial in credentials either to the site message or to the instance details so that we can dial in and investigate
the issue.
Alternatively, you could give me an appropriate time to setup a WebEx, or you could upload the support materials/SP
collects to the SR for analysis.
Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the
reply all option when replying to this email.
**********$*********

7. Escalated case update to customer:


If the case is escalated and you receive an email from customer requesting for an update on the SR
then below is an example for the contents of the email.
**********$*********
Hi Abc,
Greetings!
This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789. Please be
informed that as per initial investigations done by me it was noticed that there was a bug check on the array. Since we

VNX Dial Home Handbook


do not have the required expertise on this subject, this case has been escalated to the level 2 team for further
investigation of the issue.
Going forward Mark Anthony from the level 2 team will be the point of contact for this case, whom I have looped into
this email. Mark will keep you posted on the progress and status of this case.
Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the
reply all option when replying to this email.
**********$*********

8. Second Response template to customer:


If there is no response from a customer for your email then on the second day try calling customer
during business hours. For non business hours send an email to the customer by choosing the Reply
All option for the same email you sent the previous day. Please DO NOT copy and paste the same
email on consecutive days.
Below is an example template as to how your second response looks like:
**********$*********
From: Sharif, Mujahid
Sent: Thursday, December 20, 2012 7:43 AM
To: Sharif, Mujahid
Cc: VVNXPARTNERDH@emc.com
Subject: FW: SR# 12345678 || Site :: Wipro EMC || Sl No :: VNX123456789
Hi Abc,
Greetings!
Further to my email sent on December 20, 2012 I would like to check for an update on my query.
Response awaited.
Best regards

G. M. Mujahid Sharieff

Storage Support Engineer EMC2 Unified DH

Please consider the environment before printing this e-mail


From: Sharif, Mujahid
Sent: Thursday, December 20, 2012 7:40 AM
To: Sharif, Mujahid
Cc: VVNXPARTNERDH@emc.com
Subject: SR# 12345678 || Site :: Wipro EMC || Sl No :: VNX123456789
Hi Abc,
Greetings!
This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789.

VNX Dial Home Handbook


The Array has dialed home for the error: Enclosure 0 compute blade A has been removed.
We tried to dial in to the array using the default credentials but the dial in failed. We also noticed that there are no
remote dial in credentials updated either in the site messages or in the instance details.
Wed like to check the status of the box remotely for which we would require the dial in details. Request you to kindly
update the dial in credentials either to the site message or to the instance details so that we can dial in and investigate
the issue.
Alternatively, you could give me an appropriate time to setup a WebEx, or you could upload the support materials/SP
collects to the SR for analysis.
Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the
reply all option when replying to this email.

Regards,
G.M Mujahid Sharieff
Storage Support Engineer || EMC Unified - VNX DH
: Sun-Thurs, 20:00 hrs. 05:30 hrs. EST
: 1-800-782-4362 x 55470 || : Mujahid.Sharif@emc.com
**********$*********

As and when there are new changes or updates we will update this document and resend the latest version.
Thank You

EMC2
where information lives