How to use the appliance hardware diagnostics CD (Dell-manufactured models)
Technical Articles ID:   KB54777
Last Modified:  5/7/2018
Rated:


Environment

McAfee Email and Web Security Appliances (Dell manufactured models)
McAfee Vulnerability Manager Appliances (Dell manufactured models)

Summary

Use the following instructions with an appliance diagnostic CD.

Solution

To obtain the image for the hardware diagnostics CD
Download the diagnostics utility from the Dell FTP site:
ftp://ftp.us.dell.com/diags/DELL_32-BIT-DIAGNOSTICS_5118-3_R212797.exe 
 
Using the Hardware Diagnostics
Use the CD to boot up the appliance.
 
IMPORTANT: If you intend to use a USB flash drive to transfer the diagnostic log files, you must insert the USB drive before booting from the CD.
This will move the RAMDRIVE from Drive D: to Drive E: and the USB will be assigned the drive letter D:.
 
The following Boot menu options are available.
NOTE: Select Option 1 (Run ddgui graphics-based diagnostics) unless directed otherwise by Technical Support.
0
Run memory diagnostics
1 Run ddgui graphics-based diagnostics
2 Loop mpmemory and diagnostics in batch mode
3 Quit
 
When you choose Option 1 from the bootup menu, you see a message stating that the diagnostics are initializing.

The main menu displays. You can run all or specific diagnostics tests from the menu:
  • Express test
  • Extended test
  • Custom test
  • Information

NOTE: To identify the possible problem, run the Express test first. 

The left side of the Customize window lists devices that can be tested. Devices are grouped by device type or by module, depending on the option selected:
  • Click [+] next to a device or module to view its components.
  • Click [+] on any component to view the tests that are available.
  • Click a device, rather than its components, to select all of the components for testing.

Selecting Diagnostics Options
Use the Diagnostics Options area to select how to test a device.
 
You can set the following options:
  • Non-Interactive Tests Only - When checked, runs only tests that require no user intervention
  • Quick Tests Only - When checked, runs only the quick tests on the device. Extended tests will not run when you select this option
  • Show Ending Timestamp - When checked, time stamps the test log
  • Test Iterations - Selects the number of times the test is run
  • Log Output File Pathname: D:ddgui.txt
  • The RAM drive location.

IMPORTANT: Ensure the Log output file pathname option is enabled and the path to save the file is specified. If saving to a USB drive, the path will be D:\ddgui.txt.
 

Viewing Information and Results
The tabs in the Customize window provide information about the test and its results. You can select the following tabs:
Results
Displays the test that ran and the result
Errors Displays any errors that occurred during the test
Help Displays information about the currently selected device, component, or test
Configuration Displays basic configuration information about the currently selected device
Parameters If applicable, displays parameters that you can set for the test Errors Tab

The diagnostics generate on screen error codes if they find a problem. Supply these error codes to support to add to your support case. McAfee technicians have access to a complete reference list of error codes which they can use to cross-check the problem diagnosis.


Saving the Diagnostic Results
You will need a flash drive or a formatted floppy disk. 3x00 Appliances and Vulnerability Manager appliances automatically see the flash drive as a floppy or hard drive system when the appliance is booted up with the flash drive in place. After running the diagnostics, copy the results file from the RAM drive to the flash drive (D:) or the floppy drive (A:).
 
The default filenames are:
  • AUTO.TXT when both tests are run in batch mode
  • MPMEMORY.TXT when the memory tests are run
  • DDGUI.TXT when the diagnostics are run using the GUI (This is the only filename that can be changed.)
 
Does the flash drive present a security issue?
Potentially, yes. But the intruder would have to have physical access to the appliance and be able to reboot it. The USB ports can also be disabled in the BIOS.
 

Clearing the NVRAM
NVRAM is used for maintaining the system configuration information when the system is turned off. Clearing the NVRAM clears the Plug and Play data from the system boards and forces the system to reacquire the data during the next reboot. It can resolve many apparent hardware failure issues and you should always attempt to clear it before you call Dell Support.  

Clearing NVRAM is the most common method used to clear BIOS configuration data. Clearing the NVRAM can resolve multiple issues, including the following:
  • Slow boot or lockup at start
  • Slow shut down
  • Peripheral devices not seen or detected
  • IRQ related errors

To clear NVRAM:
  1. Enter the BIOS Setup (F2 on boot).
  2. Activate NUM LOCK.
  3. Activate CAPS LOCK.
  4. Activate SCROLL LOCK.
  5. Press ALT+E.
  6. Reboot the appliance.
     

Specific Component Diagnostics and possible non-hardware fixes

Hard Drives - RAID
This is the most likely component to genuinely fail, as this has the most moving parts.

Remember:
  • 3100 units have one 80 GB Seagate (SATA) drive.
  • 3200/3300/3400 units have two 1" hot swappable 73 GB SCSI Hard drives (RAID 1).
Symptoms can include the following:
  • (3100 only) Unit cannot boot into EWS /MWS/ Vulnerability Manager appliance. Unit boots to BIOS and you see the error disk cannot be found. (Other units will still boot unless both drives have failed.)
  • Unpredictable behavior - error messages, poor performance, random crashes and boot problems
  • Amber system status light flashing.
  • Continuous beep tone.
RAID 1 means:
  • If one hard drive fails, the other will ensure the system continues to function (but at a lower performance).
  • Whenever a hard drive is re-inserted, the RAID will start to rebuild automatically (roughly 30 minutes).
  • Apparent HDD failures may be a RAID failure that can be fixed by rebuilding the RAID system.
Perform basic system diagnostics
  1. Run a customized scan using the System Diagnostic CD.
  2. Check the hard drives(s) are fully inserted in the drive bay.
  3. If the drive is locked in place, do not remove it and replace it. If the drive is loose, push it in securely and wait for the RAID to rebuild itself (roughly 30 minutes).
  4. Attempt to resolve the issue by rebuilding the drive in the PERC BIOS.

    NOTE: The problem might simply be a RAID issue (not 3100).
     
  5. Check the RAID Status in the management console (system health).
    RAID status should say Optimal. If it says Degraded, a hard drive has probably failed. If the RAID status says not mirrored, this does not mean hardware failure, but rather a need to rebuild the RAID.
  6. Restart your appliance and access the SCSI configuration utility.
  7. Verify that the primary SCSI channel is enabled, then restart your appliance.
  8. Check the SCSI cable connections inside the appliance.
  9. Check the SCSI backplane. 
To remove a SCSI hard drive
  1. Remove the front bezel, if attached.
  2. Partially open the hard drive handle to power down the hard drive bay and wait until the drive has stopped spinning (about 15 seconds), and then the drive can be removed safely.

    NOTE: If the drive has been online, the green power on/fault indicator will flash.
     
  3. Open the hard-drive handle completely to remove the drive.
  4. Slide the hard drive out until it is free of the drive bay.
  5. If it was removed initially, replace the front bezel.
To re-insert a SCSI hard drive
  1. If attached remove the front bezel.
  2. Open the hard drive handle. Insert the hard drive into the drive bay.
  3. Close the hard drive handle to lock the drive in place.
  4. Replace the front bezel, if it was removed initially.
  5. If the hard drive is a new drive, run the SCSI Controllers test in the system diagnostics.
  6. If the system is online, the RAID controller will automatically start to rebuild the drive (takes roughly 30 minutes).
To rebuild the drive in the PERC BIOS
  1. Manually Configure the PERC:
  2. To access the PERC BIOS, reboot the appliance and press CTRL+M when prompted during the boot sequence.

    The Management Menu is used to create, configure, rebuild logical drives.
Guidelines for drive rebuilding or reconstructing a drive
  1. Select the physical drive to be rebuilt.
  2. Select the Rebuild option.
    A rebuild can take two to 12 hours.
Reconstruction allows you to change a logical drives RAID level back to 1
  • Highlight the Reconstruct option on the Management menu.
    You see all configured logical drives.
  • Highlight the drive you want to reconstruct, press ENTER, and follow the prompts.
    To view the newly reconstructed logical drive, select ConfigureView/Add Configuration.

IMPORTANT: Back up all data prior to beginning reconstruction as a safety precaution.

Creating Logical Drives (3200/3300/3400 only)
A logical drive is created by combining physical hard drives into logical drives. The creation of logical drives allow a system administrator to merge physical hard drives for capacity manageability. This should only be performed if the configuration has been corrupted or if the RAID level is other than 1.

Configure a Logical Drive (3200/3300/3400 only)

  1. Select the Configure option in the Main menu to begin configuring disks.
  2. Select the physical disks in a READY status.
  3. Set the RAID level to 1, configure the maximum array size, then save your configuration.
    Once logical drives have been created, the drives will appear as two alphanumeric characters, a dash, then a numeric character

Example: A00-00 indicates array 0 or logical drive 0. The number after the dash indicates the drive number of the newly created logical drive.

Rebuilding a Replacement Drive (3200/3300/3400 only)
The PERC (PowerEdge RAID Controller) has an auto-rebuild feature, which automatically rebuilds a failed drive, while the operating system is running, when a replacement is detected.

To replace a drive on the 3200/3300, pull the old drive out and insert the new drive in. You can do this while your appliance is running. Depending on load, rebuilding will take two to 12 hours.


Power Supplies
  • 3100 Power Supply
    The 3100 has a single internal power supply. If the appliance will not boot, check the power cord connections.
     
  • Specific Power Supply Diagnostics
    The System Diagnostics CD does not detect power supplies and cannot therefore diagnose hardware failure on this component, but you should use it to perform a hardware scan in case it detects another type of problem. Perform basic system diagnostics. Ensurer the power supply or supplies are fully inserted in the bay. If unit has two power supplies, swap them to see if the problem follows the supply or stays with the bay.
     
  • 3200/3300/3400 Power Supplies
    Ensure that both power supplies are plugged in at all times. Because the power supplies are hot swappable, someone may have tried to remove or replace the power supply without rebooting the appliance.
     
  • Redundant Power Supply Indicators (3200/3300/3400 only)
    Remove and replace only one power supply at a time in a powered on appliance. To remove a power supply:
    1. Press the latch at the left corner of the power supply and slide the power supply straight out to clear the chassis.
    2. Slide the new power supply into the chassis until it snaps into place, securing the power supply to the chassis.
    3. Allow several seconds for the appliance to recognize the power supply and determine whether it is working properly.

      NOTE: The power-on indicator will turn green to signify that the power supply is functioning properly.

Fans
The System Diagnostics CD does not detect fans and cannot therefore diagnose Hardware failure on this component. Fan failure will cause units to possibly overheat (and cause related problems) and generate less (or more in rare cases) noise than usual. Fan failure may only be genuinely confirmed by opening the unit (do only if advised by Technical Support). Dell will replace fans as per normal Onsite/Parts Only procedure.
  • 3100
    The 3100 has a single assembly with four fans in the center of the unit. If any of the fans fail, the unit system status light will blink amber and the fan noise will be reduced.
     
  • 3200/3300/3400
    The four cooling fan modules provide cooling for the processors, memory modules, and expansion cards. If a fan module fails, the unit system status light will blink amber and the other fans go to high speed full time. A service technician can open the appliance and see if the status light (next to the fan power connector) is amber.
     
Dual Embedded Intel Gigabit NICs (copper)
 
 
  • Specific Dual Embedded Intel Gigabit NICs (copper) Diagnostics: The System Diagnostics CD does not detect NIC cards and therefore cannot diagnose hardware failure on this component. However you should use it to perform a hardware scan in case it detects another type of problem.

    Perform basic system diagnostics. Check the NIC status in the appliance management console. If the NIC is faulty, its MAC address will be missing. Lesser problems will cause the console to indicate full link detected - No. This could mean a NIC hardware fault, but equally a hub problem or cable problem that will need to be investigated.
  • Appliance Management Console - Monitor/Status, Hardware Status tab - NIC/Communications - 3100. There are two onboard Intel NICs (copper):
  • NIC1 - 82547GI Kenai-II-CSA
  • NIC2 - 82541GI Gigabit

The only NIC LEDs are located on the back of the appliance at the top of the RJ45 ports. One pair of lights functions for both NICs. The link light should always be on when the NIC is connected to the network. If it is not, this indicates a cable, switch, or NIC/motherboard/power unit problem.

  • Dual Embedded Gigabit NICs (copper) 3200/3300/3400 - LOMs (LAN On Motherboard) and their support circuitry are installed as independent Ethernet interface devices. Due to a lip, there is a mechanism to release installed network cabling. To release a cable from the back of the system, push the release button. Because the NICs feature recessed port positioning, using network cables with protective sleeves (boot) can be difficult. To resolve this, use the supplied dongles to extend the RJ-45 port.
All other network cables will work correctly directly connected.

NOTE: The NIC dongle is not eligible for RMA. This is a common accessory and can be found at most electronics stores.
 
Intel PRO/1000 MF Dual Port Server Gb Fiber Optic Network Adapter (NIC)
  • The 3300/3440 units using appliance software can use only the copper NIC or the Intel Fiber NIC, not both at the same time. NIC choice is made (and the status of the chosen NIC is shown) in the Monitor/Status, Hardware Status section of the appliance manager.
  • Specific Intel PRO/1000 MF Dual Server Gb Fiber Optic Network Adapter (NIC) Diagnostics. The System Diagnostics CD does not detect NIC cards and cannot therefore diagnose hardware failure on this component, however you should use it to perform a Hardware scan in case it detects another type of problem.
  • Perform basic system diagnostics. There is an Activity/Link indicator light next to each of the two sockets where each of the two fiber optic network cables plug into the card. The indicator light will show if the card is functioning.
  • To check the Network Adaptor Status:
    1. Select Monitor.
    2. Select Status.
      The System Status screen is displayed on the right.
    3. Select the Hardware Status tab under the Hardware Status section.
      Less severe issues will cause the manager to indicate Full link detected = No.
      This could mean a NIC hardware fault, but equally a hub problem, cable problem or other networking issue.
       

DRAC 4 card Remote Access Controller (3300 & 3400 only)
Dell Remote Access Controller (DRAC)

Specific DRAC 4 card Remote Access Controller Diagnostics
The System Diagnostics CD does not detect DRAC 4 cards and cannot therefore diagnose Hardware failure on this component.

Perform basic system diagnostics:
  1. Click the Logs tab.
  2. Select System Event Log (SEL).


Sensory Networks Inc. NodalCore C-1000P5 acceleration card
(This is an optional card in 3400 units only).

The Sensory Networks Diagnostics utility is included on the appliance installation CD. You can diagnose a Hardware fault with this card using basic diagnostic methods and the diagnostics utility on this CD.
  1. The System Diagnostics CD does not detect the NodalCore C-1000P5 acceleration card and cannot therefore diagnose Hardware failure on this component, however you should use it to perform a Hardware scan in case it detects another type of problem.
  2. Perform basic system diagnostics such as checking the Network wiring.
  3. LED Information Lights. The card has a row of LED lights that are visible. Although some of these lights are not used, one will flash to indicate network traffic being processed by the card.
  4. Boot the appliance with the appliances installation CD.
  5. Follow the procedure as per the 3400 Accelerator Card Diagnostics procedure.doc included on the CD.
     
Sensory Networks Inc. NodalCore C-1000P5 acceleration card - Support Procedure
Dell do not support this card and will not arrange for a replacement.

McAfee has deemed this card to be a Customer Replaceable Unit (CRU). If hardware failure is confirmed by Technical Support,, McAfee will arrange for a replacement card to be sent to the customer, together with a 3400 Accelerator Card Replacement Guide & Warning Notice containing instructions.

NOTE: You must send the faulty card back to McAfee using the standard RMA procedure when you receive a replacement.

Previous Document ID

7130659

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