Harmonic MediaGrid - Gathering Information about a Harmonic Mediagrid Cluster Failure; Gathering Information about a Harmonic Mediagrid Client Failure

Chapter 9 Troubleshooting
© 2017 Harmonic Inc. All rights reserved. 295 Harmonic MediaGrid Release 4.1
Troubleshooting a Component, Cluster, or Client Failure
 Device name and serial number
 Date and time of failure
 Description of failure
Viewing the Properties Page in SystemManager
The Properties page provides important information associated with the Harmonic MediaGrid
device, such as current status, environmental data, and model and serial number.
1. From the
Configuration tab, click the Harmonic MediaGrid Servers & Switches icon to access
the
Servers List page.
2. In the appropriate section, click the
Name of the component you wish to access.
The
Properties page appears.
3. Scroll to the
Environmental section to view voltage levels, temperatures, and fan speeds.
If any reading is beyond the expected range, this may indicate a failed or failing component.
Refer to the Harmonic SystemManager User Guide for more information about the properties
shown in this section.
4. Scroll to the
Events section and look for any yellow, orange, or red color-coded alarms.
5. If necessary, click the
Wink button so that you can identify the affected device.
6. Make note of the device
Name, Serial Number, and Firmware Version so that you can provide
this information when contacting Technical Support.
Gathering Information about a Harmonic MediaGrid Cluster Failure
Technical Support will request the following information in order to diagnose a cluster failure:
 The name of the device that experienced the failure
 An error message and/or description of the symptom
 Other clients or systems this issue is affecting
 The appropriate log file (or remote access to the device)
The following three log files are used most often when troubleshooting. They are located on
the ContentDirector at /var/log/omneon:
 ssmd: SliceServer Manager
 mdscore: MetaData Server
 startup: Core Harmonic MediaGrid Services Startup and Shutdown
Gathering Information about a Harmonic MediaGrid Client Failure
Technical Support will request the following information in order to diagnose a client failure:
 The operating system running on the client computer
 Other applications in use
 The Harmonic MediaGrid FSD version
Refer to Determining the FSD Version for instructions.
 An error message, screen capture, or description of the symptom
 If the issue can be reproduced, provide the sequence of steps that will reproduce the
problem