Troubleshooting AutoSupport
Troubleshooting AutoSupport over HTTP or HTTPS
If the AutoSupport test message is not being sent, and you are using HTTP or HTTPS, try to resolve the problem by completing the following steps.
Step
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Action
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1
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Ensure that DNS is enabled and configured correctly on your system by entering the following command on the storage system:
dns info
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2
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Ensure that the system is routing out to the Internet successfully by entering the following command:
traceroute -p port support.netapp.com
Generally, port is 80 if you are using HTTP, or 443 if you are using HTTPS.
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Troubleshooting AutoSupport over SMTP
If the AutoSupport test message is not being sent, and you are using SMTP, try to resolve the problem by completing the following steps.
Step
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Action
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1
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Set debug level in the syslog.conf file by creating the following line in the /etc/syslog.conf file:
*.debug /etc/messages
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2
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Initiate AutoSupport by using the doit option.
Result
An AutoSupport error message is displayed.
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3
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Check that the mail host specified in the options is a host that the storage system can talk to by entering the following command on the storage system:
ping mailhost_name
mailhost_name is the name of the mail host specified in the AutoSupport options.
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4
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Log on to the host designated as the mail host and make sure that it can serve SMTP requests by entering the following command (25 is the listener SMTP port number):
netstat -aAn|grep 25
Result
A message will appear, similar to the following text:
ff64878c tcp 0 0 *.25 *.* LISTEN.
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5
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Telnet to the SMTP port from some other host by entering the following command:
telnet mailhost 25
Result
A message will appear, similar to the following text:
Trying 192.9.200.16 ...
Connected to filer.
Escape character is '^]'.
220 filer.yourco.com Sendmail 4.1/SMI-4.1 ready at Thu,
30 Nov 95 10:49:04 PST
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6
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If you are still experiencing problems, use a local area network (LAN) trace.
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If the AutoSupport message is too large
The AutoSupport message contains the /etc/messages file. If that file becomes too large, the size of the AutoSupport message can cause problems, especially if you are using the SMTP transport protocol.
To keep the size of AutoSupport messages down, complete the following steps.
Step
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Action
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|---|
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1
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Make sure that the /etc/messages file is being rotated on a weekly basis as expected. If necessary, rotate the file manually.
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2
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Make sure you have your /etc/syslog.conf file to capture only system messages of level WARNING or above in the /etc/messages file.
For more information about editing the /etc/syslog.conf file, see the na_syslog.conf(5) man page.
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3
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Consider using HTTP or HTTPS for your AutoSupport transport protocol.
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4
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If the above steps do not resolve the problem, you can set the autosupport.content option to minimal.
Note
Using this setting is not advised, as it may impact the quality of your technical support.
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reserved.
Part No. 210-01077_B0
File: 8autosu4.htm
Last updated: 05-Dec-2005 17:16:02