HNAS Common issues

HNAS performance perceived to be poor

To get started on troubleshooting these issues please refer to these knowledgebase articles:

• What Are Common Causes of Performance Problems in HNAS Systems
• What Information Do I Need to Gather to Allow GSC to Diagnose an HNAS Performance Problem

HNAS perceived to be non-responsive/hung

The procedure for what diagnostic data etc. needs to be gathered to give us the best chance of diagnosing a HNAS perceived to be non-responsive/hung is documented in the following knowledgebase article:

• What Information Do I Need to Gather to Allow GSC to Diagnose a Hung HNAS System

HNAS node has reset or repeatedly resetting

If the node has only been rebooted once (due to the reset) then a standard set of diagnostics should be sufficient to begin diagnosis of the problem.  The procedure for collecting diagnostics is documented in the manual or at the following knowledgebase article:

• Hitachi NAS (HNAS) Platform Data Collection

If the HNAS has since been rebooted (or has reset more than once) then we will also need historical logs for the diagnosis.  The procedure for collecting historical logs is documented in the following knowledgebase article:

• How To Collect Historical Logs from HNAS

If the HNAS node is repeatedly resetting ("boot-looping") then the following knowledgebase article describes what information to gather in this case:

• What Information Do I Need to Gather to Allow GSC to Diagnose a HNAS Boot Loop

Once you have the diagnostic data required open a case and upload the gathered diagnostic data to TUF against the case.

Security permissions problems

There is a knowledgebase article which describes what information to look at to start diagnosing security permissions problems.  If the problem cannot be resolved the information requested is the minimum information required to progress a support case:

• What Information Do I Need to Gather to Allow GSC to Diagnose a HNAS Security Permissions Issue

HNAS reporting heap memory issues

Heap memory related events/issues may include:

• Failed to allocate panics ("start of "FailedToAllocate" panic"),
• Heap fragmentation ("No big free heap blocks left"),
• Heap related enforced limits:
  • Insufficient free heap:
    • "There is insufficient heap: dropping new connection from"
    • "There is insufficient heap: dropping additional connection request from"
  • Insufficient free heap in big sized heap blocks:
    • "There is insufficient heap: dropping new connection from"
    • "There is insufficient heap: dropping additional connection request from"

There is a knowledgebase article describing what information is required by GSC to troubleshoot these issues in:

• What Information Do I Need to Gather to Allow GSC to Diagnose Heap Issues on HNAS

A description of heap memory and how it is used in the HNAS is in the knowledgebase article:

• What Is Heap or Heap Memory on HNAS

How To Recover from a 100% Full File System on HNAS

There is a knowledgebase article describing how to recover from a situation where a file system has become 100% full:

• How To Recover from a 100% Full File System on HNAS

Problems with HNAS file (NDMP) replication

There is a knowledgebase article describing what information is required to allow GSC to troubleshoot a file (NDMP) replication issue:

• What Information Do I Need to Gather to Allow GSC to Diagnose HNAS File Replication Issues