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December 17th, 2024 10:56
GSAN cant start up and fail to rollback.
Hello everyone.
We have a problem on a customer that after a power outage the AVE turn off. When the VM is turn on again we login to it and we try to start the services with the command dpnctl start. After the execute is prompt to us a message that saying the gsan not shutdown cleanly and ask for a rollback. We continue the procedure with the menu from the prompt and after some time the output it this "The remote server avamar-ip close the connection". We try the same procedure 2 or 3 times with the same results also we try manually rollback but same results. Also whene i try to execute commands like avmaint the output is Cant connect to avamar-ip:27000. Also i try to open a ticket on dell support but the customer dont have the service tag of the avamar and the status.dpn command showing the error Cant connect to avamar-ip:27000.
So if u have any suggestion how i can resolve the avamar-ip problem ( the oscd service is up ), how to successfully rollback to a valid cp and how i can extract the service tag from the avamar please drop a comment.
Thanks
Best Regards.
DELL-Greg M
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January 3rd, 2025 17:49
Hello, apologies for the delay here. For issues with a rollback, I think opening a support case is the best option. You should be able to call into the support hotline, and they can help you even if you don't have a service tag. The typical way to find this for an AVE would be to run status.dpn, but this fails with gsan down. However, you can still get the system ID to use on the Dell support site even if gsan is down with this command (you may need to remove the @ and : when searching):
grep systemid /usr/local/avamar/var/nodelist.xml
The putty by default times out if no output appears on the terminal. This could be for a number reasons; either the startup is getting hung due to some issue, or it is just taking too long. The dpnctl prompt should give you another file to tail during the start that gives more details on what is actually happening.
Avmaint commands will fail if gsan is not running or unresponsive, so that shows that you have not been able to start it properly.
sgargalas
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January 9th, 2025 05:16
@DELL-Greg M Hello Greg and thanks for answering this. I successfully extract the system id but there is another problem. We dont know on which account the AVE is assign. So when i go to create a service request for this specific product i get the prompt "You are not authorized for this machine". Did you know how i can by pass this or any platform/mobile that i can contact to by pass this.
Thanks