AutoSupport alerts now viewable in Active IQ

Document ID

Document ID SU20

Answer ID

Answer ID 1000203

Published Date

Published Date 11/27/2017

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Views 592

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Summary

AutoSupport message types that create auto-closed support cases will no longer create cases after certain scheduled maintenance events. After these regularly scheduled changes occur, E-mail notifications will continue, and a Knowledge base (KB) link will be included in the e-mail for additional information, but a case number will not be generated. E-mail notifications will continue to be sent to the Primary Support Contact’s email address as listed in NetApp’s CRM system.

Customers will now have visibility to the history of these AutoSupport messages for a system or a group of systems through Active IQ's AutoSupport Alerts tab. Users can opt to turn e-mail notifications off, if so desired. 

Customers will have a direct link from the Active IQ user interface (UI) to open a support case if the mitigation process is insufficient. If a case needs to be created, it is recommended to use the AutoSupport symptom as the first line of the summary of the issue.

Issue Description

AutoSupport created cases are being opened and auto-closed as a proactive measure, with no contact between the user and the NetApp Support Center. A significant number of cases every month are getting auto-closed within 23 hours, due to the lack of contact from the user. End users are receiving the case notification(s); however, they are not contacting NetApp for any additional support. Case creation is unnecessary for these message types.

All of these auto-close case types have been vetted and determined to be low priority issues with known resolution procedures.

Symptom

The impacted auto-close case types are listed below by maintenance date:

Maintenance Date
AutoSupport Message
Description
July 10, 2013
CEMIFE
CEMI Fatal Error
July 10, 2013
CHPRDG
CHASSIS POWER DEGRADED
July 10, 2013
CHSFAD
CHASSIS FAN FRU DEGRADED
July 10, 2013
CHSFAF
CHASSIS FAN FRU FAILED
July 10, 2013
CHSOVR
CHASSIS OVER TEMPERATURE
July 10, 2013
CHSPSD
CHASSIS POWER SUPPLY DEGRADED
July 10, 2013
CHSPSF
CHASSIS POWER SUPPLY FAIL
July 10, 2013
CHSUDR
CHASSIS UNDER TEMPERATURE
July 10, 2013
CONERR
CONFIGURATION ERROR
July 10, 2013
CPUFAF
CPU FAN FAIL
July 10, 2013
DFPRTD
DISK FAILURE PREDICTED
July 10, 2013
DNICFA
DAFS VI NIC HALTED - DAFS SERVICE MAY BE INACCESSIBLE
July 10, 2013
FAN_FL
FAN FAIL
July 10, 2013
FCPMIS
FCP PARTNER PATH MISCONFIGURED
July 10, 2013
FWUPDT
DISK FIRMWARE UPDATE NEEDED
July 10, 2013
MDKSMS
Multiple Disks Missing
July 10, 2013
MEDRWS
MEDIUM ERROR DURING RECONSTRUCTION (wafliron started)
July 10, 2013
OINODE
OUT OF INODES
July 10, 2013
PSDGRD
POWER SUPPLY DEGRADED
July 10, 2013
PSTRMV
POWER SUPPLY REMOVED
July 10, 2013
PSUDGD
POWER SUPPLY DEGRADED
July 10, 2013
PWRTMP
Power supply temp is in warning high state
July 10, 2013
RLMHBL
RLM HEARTBEAT LOSS
July 10, 2013
RMCCAB
CHECK REMOTE MANAGEMENT CONTROLLER'S INTERNAL CABLE
July 10, 2013
SCSIMC
FILER SCSI TARGET MISCONFIGURED
July 10, 2013
SHCUFL
SHELF COOLING UNIT FAILED
July 10, 2013
SHLFLT
SHELF FAULT
July 10, 2013
SHLFOT
SHELF OVER TEMPERATURE
July 10, 2013
SHPINT
SHELF POWER INTERRUPTED
July 10, 2013
SHPWRN
SHELF POWER SUPPLY WARNING
July 10, 2013
SQL318
CLIENT APP ERROR : SMSQL :(<318>)
July 10, 2013
SYCNER
SYSTEM_CONFIGURATION_ERROR
July 10, 2013
UPSBAT
UPS ON BATTERY
July 10, 2013
UTMPWN
UNDER TEMPERATURE WARNING
July 10, 2013
WCE106
CLIENT APP ERROR Generic event: SnapManager
May 09, 2014
BATTOT
BATTERY OVERTEMP
May 09, 2014
CHUTSD
CHASSIS UNDER TEMPERATURE SHUTDOWN
May 09, 2014
CLERDK
CLUSTER ERROR: DISK/SHELF COUNT MISMATCH
May 09, 2014
DEV_QF
DEVICE_QUALIFICATION_FAILED
May 09, 2014
DFMSVD
DFM Service Died
May 09, 2014
DIODGD
DISK_IO_DEGRADED
May 09, 2014
DKCONF
DISK RECONSTRUCTION FAILED
May 09, 2014
DSCRUB
DISK_SCRUB
May 09, 2014
EXMRCA
Exceeded maximum raw capacity
May 09, 2014
LUNRSZ
FILESYSTEM LUN RESIZED
May 09, 2014
PSFAIL
POWER_SUPPLY_FAIL ()
May 09, 2014
RLMHBS
RLM HEARTBEAT STOPPED
May 09, 2014
SVRERP
SNAPVALIDATOR ERROR PREVENTED
May 09, 2014
SYCNCR
SYSTEM_CONFIGURATION_CRITICAL_ERROR
May 09, 2014
SYMRFA
SYNCMIRROR VERIFY FAILED
May 09, 2014
SYMRFI
SYNCMIRROR FAULT ISOLATION
November 13, 2015DSKBLVDISK BAD LABEL VERSION
December 18, 2015ETRYFL(Drive tray component failed or removed) CRITICAL 
December 18, 2015ECTRFL(Controller tray component failed) CRITICAL
March 18, 2016BADRAMPOSSIBLE BAD RAM
March 18, 2016BATLOWBATTERY_LOW
March 18, 2016BMCBUSBMC_EVENT: BUS ERROR
March 18, 2016CLLKDNCLUSTER NETWORK DEGRADED: %s
March 18, 2016CLMTULCLUSTER NETWORK DEGRADED: %s
March 18, 2016CLTKRCCLUSTER TAKEOVER COMPLETE
March 18, 2016CLTPKTCLUSTER NETWORK DEGRADED: %s
March 18, 2016DSCBYPDISK SCRUB COMPLETED (bypassing media errors)
March 18, 2016FCLNKFFC-AL LINK_FAILURE
March 18, 2016HMSTPE SwitchTemperatureNotOperational_Alert
March 18, 2016HMSTPWSwitchTemperatureWarn_Alert
March 18, 2016MEDRVRMEDIUM ERROR DURING RECONSTRUCTION (volume restricted)
March 18, 2016MFANFLMULTIPLE FAN FAILURE
March 18, 2016RBINHTREBOOT (internal halt) 
March 18, 2016RBINTLREBOOT (internal reboot)
March 18, 2016RBWDOGREBOOT (watchdog reset)
March 18, 2016UPSLOWUPS LOW BATTERY
March 18, 2016UNASUPUNKNOWN_AUTOSUPPORT
Solution

Customers will have the ability to:

  • View up to 90 days of notification history using the AutoSupport Alerts tab in Active IQ UI.
  • Turn off notifications for system(s).
  • Turn off notifications for individual message types.
  • Log a case from a link on the Active IQ UI, if required.
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