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KB40638 - How to troubleshoot PSA7000c or PSA7000f RAID issues

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Last Modified Date5/17/2019 4:13 PM
Synopsis
This article provides steps to troubleshoot and resolve PSA7000c or PSA7000f RAID issues.
Problem or Goal
Cause
Solution
The PSA7000c and PSA7000f devices comes with two hard drives which are labelled at the back of the chassis as HDD1 and HDD2.  HDD 1 and HDD 2 will map to the hard disk status on the admin console.

Note:  No hard drive should be inserted in the right-most drive slot.  

User-added image

All PSA7000c and PSA7000f are shipped with Level 1 RAID already configured.  If a device is received where RAID is not configured, please open a support case at https://my.pulsesecure.net to report this issue, but some corrective actions can be taken.  


Hard Disk Status:

  • Hard Disk RAID is in Single Drive Mode means only one (1) HDD is operational and no RAID is formed
  • Hard Disk RAID has failed and HDD 1 and/or HDD2 are showing Inactive or Missing
  • Hard Disk RAID is operational means both HDD are operational and RAID is properly formed


Disk Status:

  • ACTIVE means HDD is detected
  • INACTIVE means HDD is detected, but not part of the RAID
  • MISSING means HDD is not detected


If HDD 1 or HDD 2 is missing, perform the following steps:

Visually check if a HDD is  inserted in the proper slot for HDD1 or HDD2.  If the HDD exists in incorrect slot, properly power down the device before removing the HDD.  Once the device is powered off, remove and insert the HDD in the proper slot. Also, check status of drive LED indicator, RED indicates a failed drive and should be replaced via RMA.
 

If one HDD is inactive and the other is Active, perform the following steps:

  1. Access the device via serial console
  2. Select 4. System Operations
  3. Select 20. Manage RAID
  4. A prompt appears: Are you sure you want to manage RAID? (y/n)
  5. Enter y for the prompt
  6. Choose Menu option corresponding to the HDD stating Inactive
This will attempt to form the RAID between the two hard drives.


If the RAID has failed or HDD1 and/or HDD2 are in inactive and missing status, perform the following steps:

Before performing any changes, check the RAID status using the serial console:

  1. Login using the serial console
  2. Enter Option 4 for 4. System Operations
  3. Enter Option 20 for 20. Manage RAID
  4. Enter y
  5. Enter Option 5 for 5. Check RAID status
  6. Confirm the RAID status is up for both Disk 1 and Disk 2.
partition    disk 1        disk 2
md1 :         Up        Up
md2 :         Up        Up
md3 :         Up        Up
md5 :         Up        Up
md6 :         Up        Up
md7 :         Up        Up
md8 :         Up        Up
md9 :         Up        Up
md10 :        Up        Up
md11 :        Up        Up
md12 :        Up        Up
md13 :        Up        Up

If all arrays are down for Disk 1 or Disk 2, attempt to run the add command:
  1. Enter Option 4 for 4. System Operations
  2. Enter Option 20 for 20. Manage RAID
  3. Enter y
  4. Enter Option 3 or 4 to add the corresponding disk
If any errors are produced, please take a screenshot or make a note of the error message before filing a support ticket at https://my.pulsesecure.net.

If some of the arrays are down and others are up on the same disk, this is signs of a bad RAID attempt.  The following can be resolved by running the remove and add command for the following disk.
  1. Enter Option 4 for 4. System Operations
  2. Enter Option 20 for 20. Manage RAID
  3. Enter y
  4. Enter Option 1 or 2 to remove the corresponding disk
  5. Enter Option 4 for 4. System Operations
  6. Enter Option 20 for 20. Manage RAID
  7. Enter y
  8. Enter Option 5 for 5. Check RAID status
  9. Confirm all arrays for the corresponding disk are down
  10. Enter Option 4 for 4. System Operations
  11. Enter Option 20 for 20. Manage RAID
  12. Enter y
  13. Enter Option 3 or 4 to add the corresponding disk
  14. Confirm all arrays for the corresponding disk are up.
 If partial arrays are UP and DOWN after running the remove command, please take a screenshot or make a note of the arrays status before filing a support ticket at https://my.pulsesecure.net.
 

If neither HDD 1 or HDD 2 is stating Active and the Hard Disk Status is in Single Drive Mode, perform the following steps:

  • Visually check if a HDD is inserted in the proper slot for HDD1 or HDD2.  This would mean the operational HDD is inserted in right-most slot.  Before removing the HDD, properly power down the device.  Once the device is off, remove and insert the HDD in the proper slot for HDD1 or HDD2.

There are only few combinations of PSA7000 RAID and hard drive issues that can occur with hard drive installed in a wrong slot.  
Below are some examples of RAID using a drive on the 3rd drive location (far right in the picture above):

Inactive-Missing Status

User-added image

OPERATIONAL-MISSING
Related Links
Attachment 1 
Created ByFelipe Acusa

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