IBM Support

MustGather: WebSphere DataPower SOA Appliance presents a fan message

Technote (FAQ)


What information can you collect with IBM Support to make sure the fan is running correctly on an IBM WebSphere DataPower appliance?


IBM Support will work with you over the telephone to debug the problem to determine if there is a problem with the fan, chassis, firmware reporting, or elsewhere.

Read and follow all safety precautions listed in the documents linked from:
Removing and Replacing Parts provided by IBM Level 2 for IBM WebSphere DataPower SOA Appliances. .

Reference this developerworks article on monitoring the appliance.

Section 1. Checking for resolutions to known problems:

  • Visit the WebSphere DataPower SOA Appliances Product support page for additional support content.
  • If this is a 9235/9004, there is a pervasive firmware problem with the reporting of the fan speeds. See APAR IC61650. This APAR is resolved by applying firmware update (or a newer version). Previous firmware levels are incorrectly reporting a fan problem. To be sure we check the environmental data as noted in Section 2.
  • If this is a 9235/9004, there is a pervasive firmware problem where the fans are reported speed is not reported correctlyt: See APAR IC70260 which lists the fix packs to apply.

Section 2. Collecting information on this problem

With IBM support on the telephone, the following information describes the basic documentation you will gather with IBM support to investigate questions, messages or problems with the fans.

Step 2.1. Describe the problem and environment

Your first indication of a fan problem might be a message placed in the logs, for example:

system critic ... Internal cooling fan has stopped.                      
system critic ... Chassis cooling fan 'tray 1 fan 3' operating too slowly


fan-tray-X-fan-Y      0      2000         lowerCritical

Step 2.2: Check the environmental sensor data, and the LEDs on the appliance.

You will want to check the environmental sensor data, and the LEDs on the appliance.
    1. Check the Fan Tray LEDs to insure the fan is working. For any amber LEDs, contact IBM Support as described in Section 4.
    2. Check the sensor values and fan speeds via these CLI commands:
      show sensors-fans
      show sensors-temperature
      show sensors-other
      test hardware

      The output of these commands show the current value and the accepted range for the values.

      Run the commands, wait 10 seconds, then run the commands 2 additional times for a total of 3 sets of output over 20 seconds. Save the command output incase you need to report the problem to IBM.

      Environmental data including fan status, can displayed in the WebGUI, with CLI, or monitored with SNMP. If using the WebGUI, click Status in the navigation bar, then under System, select Environmental Sensors. If you would like to use SNMP MIBs to monitor fan sensors, use the Status MIBs:
      dpStatusEnvironmentalSensors OBJECT IDENTIFIER ::= { dpStatus 55 }
      dpStatusEnvironmentalFanSensorsTable ::= { dpStatus 97 }

      Reference this developerworks article on monitoring the appliance.
    3. To check the LEDs,
      • Using the Installation and service guides for the appropriate machine type located in the information centers from the product library page, Check the amber alarm LED on the front of the appliance, if this is on, check other LEDs for problems with the fan tray. The fan tray might not be well seated, if the fan tray LED is on, try reseating the fan tray. Follow the safety instructions and chapter in the product books on replacing the fan tray to learn how to reseat the fan tray.
      • IBM Support will also want to be on the phone with you to actively debug the problem by helping you reset the fan trays and determine the cause of the problem.

    Step 2.3: Collect these files and debug information:
    • Error Report:
      1. From the Control Panel in the WebGUI, select the Troubleshooting icon.
      2. On the Troubleshooting Panel, under Reporting, click the Generate Error Report button.
      3. Save the error report file to your personal computer.
        • Depending on your browser and browser configurations you maybe able to save the error report from the View Error Report selection, for example with FireFox 10.0.11, left click on the View Error Report and select Save Target As ... to save the Error Report to a local file.
        • Left click on Control Panel and then left click on the File Management icon. Expand the temporary directory. Look for a file with this pattern error-report.{appliance serial number}.{YYYYMMDDHHMMSSSSS}EST.txt.gz. Left click on the file name to download the file to your personal computer. If the file is not in this directory, check if you have configured Failure Notification settings by selecting: Status -> System -> Failure Notification for the Failure Notification settings for the file location.
    • Output of sensor commands:
      1. show version
        show time
        show sensors-fans
        show sensors-temperature
        show sensors-other
        test hardware
      2. Run the commands, wait 10 seconds, then run the commands 2 additional times for a total of 3 sets of output over 20 seconds
    • The color and status of all the LEDs on the appliance.

Section 3. Preparing to contact IBM Support
  1. Obtain the serial number of the appliance which experienced the problem. This is need for IBM entitlement processing, before a PMR can be created. Use the WebGUI, select Status > System > Version Information, locate tag on the case of the appliance, or from the CLI use Show System
  2. Locate the firmware version of the appliance. Using the WebGUI, select Status > System > Version Information or from the CLI use Show Version
  3. Locate your IBM customer number from your records.
  4. Determine the describe the business impact and severity of the problem based on the Severity Levels table found in the following technote: "WebSphere DataPower Extended Maintenance and Support Services".
  5. Determine which telephone number IBM should use to contact you concerning this problem and a time when you will be at the failing appliance to help IBM debug the problem. The appliance will need to be powered off during some of the debug tests.
    • You will need:
      • Physical access to the appliance.
      • You might need: A personal computer with a serial connection and the IBM null modem serial cable supplied with the appliance.
      • Access to the CLI
Section 4. Contacting IBM Support and sending your MustGather information to IBM support
  1. Arrange a time range for a person to be at the rack where the appliance reporting the fan problem is installed. Be ready to provide to the IBM support person opening the problem report:
    • Provide the time range and phone number for the person at the rack where the appliance is located.
    • If multiple people on your team are needed in the debug call (for example a person at the data center and a person to run the CLI commands remotely) please inform the support team of any conference numbers you have arranged.
  2. Refer to specifics in Contacting IBM WebSphere DataPower SOA Appliance Support. to open a software problem record.
  3. After you have contacted IBM Support, a PMR number will be assigned. Create a zip file of the MustGather information:
    • A text file which contains: the questions and answers to any of the MustGather steps, elaboration on the problem, list of steps to recreate, notation on specific errors, and description external events noted at the time of the error, description of the LEDs, and output of the show sensor commands.
    • An error report at the time of the error, from either the WebGui or CLI. .

Do not send any proprietary, private or confidential information from your company.

Document information

More support for: IBM DataPower Gateways

Software version: 3.8.2, 4.0.1, 4.0.2, 5.0.0, 6.0.0

Operating system(s): Firmware

Reference #: 1382136

Modified date: 03 January 2013

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