Eyeglass FAQs


Eyeglass FAQs


Great tips  tricks, customer questions, answers that should help all customers


Contents

  1. 1 How to get collect Sync Errors for Support Assistance
  2. 2 A SyncIQ  configuration policy job failed to replicate All
    1. 2.1 Description
    2. 2.2 Resolution
    3. 2.3 Details
      1. 2.3.1 Check Eyeglass Configuration Replication Job Status for a SyncIQ policy
      2. 2.3.2 Check (1.3 patch 1)the initial state set for Configuration Replication Jobs
      3. 2.3.3 Starting in Eyeglass 1.3 Patch 1, you can enable / disable the Eyeglass Replication Task.  If the Eyeglass Replication Task is disabled, Eyeglass will create the Configuration Replication Jobs, but the Configuration Replication Jobs will not be run.  To check this setting and for instructions on how to update this setting, refer to:
      4. 2.3.4 Check Manage licenses
      5. 2.3.5 Password for eyeglass service account has expired
  3. 3 A SyncIQ config  policy job failed to replicate some jobs
    1. 3.1 Description
    2. 3.2 Resolution
    3. 3.3 Details
      1. 3.3.1 Check Eyeglass Configuration Replication Job Status for failed SyncIQ jobs
      2. 3.3.2 Check (1.3 patch 1)the initial state set for Configuration Replication Jobs
      3. 3.3.3 Job error - check alarms for info on error
      4. 3.3.4 Check Manage licenses
      5. 3.3.5 Check whether the Isilon clusters related to the Jobs where share / export / alias are not being replicated are considered to be unmanaged by Eyeglass  
  4. 4 Error retrieving license on Login to Eyeglass
    1. 4.1 Description
    2. 4.2 Resolution
    3. 4.3 Details
      1. 4.3.1 Check whether the Eyeglass SCA service is running
      2. 4.3.2 Trial License Expired
  5. 5 Cluster wide reports fails to be created
    1. 5.1 Description
    2. 5.2 Resolution
    3. 5.3 Details
      1. 5.3.1 No Isilon Configuration Replication license
      2. 5.3.2 Check for errors related to the Cluster Configuration Report Job
      3. 5.3.3 Check Job info
  6. 6 Eyeglass appliance lost - backup archive exists
    1. 6.1 Description
    2. 6.2 Resolution
    3. 6.3 Details
      1. 6.3.1 Download the same Eyeglass OVF version that the backup was made of and then restore archive
  7. 7 Licenses do not load, an error message appears
    1. 7.1 Description
    2. 7.2 Resolution
    3. 7.3 Details
      1. 7.3.1 Licenses have expired
      2. 7.3.2 License Errors
  8. 8 Email test fails with diagnostics
    1. 8.1 Description
    2. 8.2 Resolution
    3. 8.3 Details
      1. 8.3.1 Incorrect Port
      2. 8.3.2 Incorrect Authentication
      3. 8.3.3 Incorrect TLS setting
      4. 8.3.4 Example Error outputs
        1. 8.3.4.1 TLS off
        2. 8.3.4.2 Successful email output
        3. 8.3.4.3 Invalid password/username Debug information output
        4. 8.3.4.4 Invalid host name for email server
        5. 8.3.4.5 Incorrect port
  9. 9 User cannot log in
    1. 9.1 Description
    2. 9.2 Resolution
    3. 9.3 Details
      1. 9.3.1 Check if the Eyeglass password is still valid
      2. 9.3.2 Change the password for Local authentication
      3. 9.3.3 Check if the OneFS password is still valid
      4. 9.3.4  Change the password Isilon Cluster authentication
  10. 10 User is not receiving any email alarms
    1. 10.1 Description
    2. 10.2 Resolution
    3. 10.3 Details
      1. 10.3.1 Email not set up
      2. 10.3.2 Try to send a test email (procedure for 1.3 patch 4)
      3. 10.3.3 Sending a test email for 1.3 and current
      4. 10.3.4 Port not set to a unique port that isn’t in use on the server
      5. 10.3.5 Incorrect TLS settings
      6. 10.3.6 Eyeglass Licensing
      7. 10.3.7 Email filter setup for Alarm Severity (Future Eyeglass 1.3 patch 4)
  11. 11 User is not receiving any email reports
    1. 11.1 Description
    2. 11.2 Resolution
    3. 11.3 Details
      1. 11.3.1 Eyeglass appliance may not have email server configured/recipient email address configured
      2. 11.3.2 Eyeglass RPO feature license may not have been set
      3. 11.3.3 Eyeglass change management license may not have been set
  12. 12 User receives no data for time range when graphing RPO data from the DR dashboard
    1. 12.1 Description
    2. 12.2 Resolution
    3. 12.3 Details
      1. 12.3.1 Creating an RPO Report in Eyeglass
      2. 12.3.2 Check the cluster for the data range to make sure policy has job reports
  13. 13 Email RPO reports shows NA for all Clusters
    1. 13.1 Description
    2. 13.2 Resolution
    3. 13.3 Details
      1. 13.3.1 RPO target for each cluster has not been configured
      2. 13.3.2 Check the cluster for the date range to make sure policy has job reports
      3. 13.3.3 No data on clusters or SyncIQ policies have not been run
  14. 14 Change management email doesn’t show any changes
    1. 14.1 Description
    2. 14.2 Resolution
    3. 14.3 Details
      1. 14.3.1 Change management report was run early
  15. 15 The replication job never finishes
    1. 15.1 Description
    2. 15.2 Resolution
    3. 15.3 Details
      1. 15.3.1 Check alarms/error logs
      2. 15.3.2 Check Job history
      3. 15.3.3 Increase interval between jobs
  16. 16 The inventory window is empty
    1. 16.1 Description
    2. 16.2 Resolution
    3. 16.3 Details
      1. 16.3.1 Check that Isilon clusters are added correctly
      2. 16.3.2 Check Eyeglass Licenses
      3. 16.3.3 Does the user provisioned for the Isilon cluster in Eyeglass have all the correct privileges?
      4. 16.3.4 Isilon cluster replication pairs must be running supported OneFS version as documented in the System Requirements / Feature Release Compatibility matrix.
  17. 17 Cannot add a cluster
    1. 17.1 Description
    2. 17.2 Resolution
    3. 17.3 Details
      1. 17.3.1 Isilon cluster has already been added with a different IP address
      2. 17.3.2 Procedure for adding the Isilon cluster in Eyeglass
      3. 17.3.3 Licensing
      4. 17.3.4 Minimum required privileges for Isilon cluster user provisioned in Eyeglass
  18. 18 Cannot re-add a cluster after it has been deleted
    1. 18.1 Description
    2. 18.2 Resolution
    3. 18.3 Details
  19. 19 Is it safe to delete a cluster?
    1. 19.1 Description
    2. 19.2 Details
  20. 20 Cannot see twitter icon and help button doesn’ t work
    1. 20.1 Description
    2. 20.2 Resolution
    3. 20.3 Details
  21. 21 User wants to change the Isilon cluster IP address that is used with Eyeglass
    1. 21.1 Description
    2. 21.2 Details
  22. 22 User wants to change the cluster User ID and password that Eyeglass uses
    1. 22.1 Description
    2. 22.2 Details
    3. 22.3 ssh to the Eyeglass appliance and sudo su- to root to restart the service using the command below:
    4. 22.4 systemctl restart sca
    5. 22.5 systemctl status sca
  23. 23 User cannot add a cluster with a Hostname or FQDN
    1. 23.1 Description
    2. 23.2 Details
  24. 24 Hostname or FQDN are used in SyncIQ policies and Eyeglass jobs are not running
    1. 24.1 Description
    2. 24.2 Resolution
    3. 24.3 Details
      1. 24.3.1 Validate to see if the FQDN is working
      2. 24.3.2 Check / Update Eyeglass appliance DNS configuration
  25. 25 Why is a Quota job in a pending State?
    1. 25.1 Description
    2. 25.2 Details
  26. 26 The Quota settings were changed and the job was run but no change was seen on the other cluster
    1. 26.1 Description
    2. 26.2 Resolution
    3. 26.3 Details
      1. 26.3.1 Check alarms/errors
      2. 26.3.2 Licensing
  27. 27 A strange browser redirect is received with 2011 or 2012 in the URL and the user is unable to log in
    1. 27.1 Description
    2. 27.2 Resolution
    3. 27.3 Details
  28. 28 Internet Explorer is being used and license keys can’t load
    1. 28.1 Description
    2. 28.2 Resolution
    3. 28.3 Details
  29. 29 Too many alarm emails are received; how are alarms filtered?
    1. 29.1 Description
    2. 29.2 Resolution
    3. 29.3 Details
      1. 29.3.1 Email filter setup for Alarm Severity
  30. 30 Not all the alarms that are received are shown in the Alarm window
    1. 30.1 Description
    2. 30.2 Resolution
    3. 30.3 Details
  31. 31 Does Eyeglass make changes to the cluster configuration?
    1. 31.1 Description
    2. 31.2 Details
  32. 32 What OS patches can be applied to Eyeglass?
    1. 32.1 Description
    2. 32.2 Details
  33. 33 An error is seen when the Eyeglass appliance software is upgraded
    1. 33.1 Description
    2. 33.2 Resolution
    3. 33.3 Details
      1. 33.3.1 Check whether the Eyeglass SCA service is running
      2. 33.3.2 Check if Eyeglass has been upgraded
  34. 34 Eyeglass has deleted a share/export/quota on a cluster
    1. 34.1 Description
    2. 34.2 Details
  35. 35 Eyeglass has deleted all shares/exports/quotas on a cluster
    1. 35.1 Description
    2. 35.2 Resolution
    3. 35.3 Details
      1. 35.3.1 Access Zone Deleted from OneFS
  36. 36 The Eyeglass appliance won't boot; how can it get restored?
    1. 36.1 Description
    2. 36.2 Details
  37. 37 How are replacement keys obtained?
    1. 37.1 Description
    2. 37.2 Details
  38. 38 How to run multiple Eyeglass appliances
    1. 38.1 Description
    2. 38.2 Details
  39. 39 There is no  internet access for the appliance; how can it be  upgraded and patched?
    1. 39.1 Description
    2. 39.2 Details
  40. 40 Can other software be installed on the appliance?
    1. 40.1 Description
    2. 40.2 Details
  41. 41 How is root on the appliance accessed?
    1. 41.1 Description
    2. 41.2 Details
  42. 42 The configuration replication  job audit fails
    1. 42.1 Description
    2. 42.2 Resolution
    3. 42.3 Details
      1. 42.3.1 Eyeglass Configuration Replication Error
      2. 42.3.2 Change occurred after Eyeglass Configuration Replication Job was started
  43. 43 The DR dashboard shows a failed SyncIQ policy
    1. 43.1 Description
    2. 43.2 Resolution
    3. 43.3 Details
  44. 44 The option for RPO reporting graphs is disabled
    1. 44.1 Description
    2. 44.2 Resolution
    3. 44.3 Details
  45. 45 The Directory Migration job type is not seen in the Jobs window
    1. 45.1 Description
    2. 45.2 Resolution
    3. 45.3 Details
  46. 46 The Add Twitter Alarm notification in the notification center cannot be seen
    1. 46.1 Description
    2. 46.2 Resolution
    3. 46.3 Details
  47. 47 Trial keys are installed and permanent keys have been received; how are the permanent keys installed?
    1. 47.1 Description
    2. 47.2 Details
  48. 48 Trial keys are being used and an order is being placed now; can permanent keys be obtained now?
    1. 48.1 Description
    2. 48.2 Details
  49. 49 Changing the Eyeglass Appliance IP address
    1. 49.1 Description
    2. 49.2 Details
  50. 50 The DR procedure requires the user to break the WAN link to their DR site to complete the DR testing;  what is to be done with Eyeglass during this time when it cannot connect to the cluster?
    1. 50.1 Description
    2. 50.2 Details
  51. 51 A license was uploaded and configurations were done but jobs are pending
    1. 51.1 Description
    2. 51.2 Resolution
    3. 51.3 Details
  52. 52 What to do if an offline version of documentation is needed?
    1. 52.1 Description
    2. 52.2 Details
  53. 53 Eyeglass does not create a Configuration Replication Job for a SyncIQ policy that was discovered on the source cluster
    1. 53.1 Description
    2. 53.2 Resolution
    3. 53.3 Details
  54. 54 An OVF on an older version of vSphere would like to be used
    1. 54.1 Description
    2. 54.2 Details
  55. 55 When I am upgrading my Eyeglass appliance I get an error
    1. 55.1 Description
    2. 55.2 Details
  56. 56 User has 2 Isilons DR devices. One will be for Country 1 and another for Country 2. They backup each other vice versa (hot-hot site DR). Should this Eyeglasses appliance be place in a 3rd site other than location in Country1 and Country2? Say Country 3 or we can use another copy of eyeglass with the saved configuration once DR situation happen?
  57. 57 Where to place the Superna appliance if we have 2 datacenters.  Is it possible to have 2 active appliances?  Does our license support having 2 appliances?
  58. 58 Install the language patch offline on eyeglass appliance
  59. 59 System With large number of quotas VM Configuration
    1. 59.1 Description
    2. 59.2 Resolution
  60. 60 Software downgrade procedure
    1. 60.1 Description
    2. 60.2 Resolution
  61. 61 Rollback to previous release from patch
    1. 61.1 Description
    2. 61.2 Resolution
  62. 62 Eyeglass - Alarm Info error AEC A created entry already exists: File exists
    1. 62.1 Description
    2. 62.2 Resolution
  63. 63 Eyeglass - How recover from a complete cluster loss at a site?
    1. 63.1 Description
  64. 64 Eyeglass - How to remove old SyncIQ Job reports from the cluster?
  65. 65 How to backup Eyeglass Database to external disk
    1. 65.1 Procedure
  66. 66 Eyeglass Yast initial installation interrupted or exited before finishing
    1. 66.1 Description
    2. 66.2 Resolution
  67. 67 How to Join Active Directory Domain in Isilon OneFS
  68. 68 How to reduce the the number of SyncIQ report per policy for RPO reporting
  69. 69 Instructions to Upgrade Eyeglass
    1. 69.1 Online Upgrade
    2. 69.2 Offline Upgrade
    3. 69.3 Files Required for Offline Upgrade
  70. 70 Create and Install a signed certificate on the Eyeglass Appliance
    1. 70.1 Create certificate in Eyeglass appliance
    2. 70.2 Install the signed certificate in Eyeglass appliance
  71. 71 DNS Requirements for Security with Eyeglass UI  
  72. 72 Configuring Private DNS for Highly Available Name Resolution
    1. 72.1 Prerequisites:
    2. 72.2 Configuration Steps:
  73. 73 HOW TO CHANGE THE EYEGLASS APPLIANCE HOSTNAME
    1. 73.1 Prerequisites:
    2. 73.2 Configuration Steps:
  74. 74 HOW TO Disable SSLv3 on Lighttd Web Server
  75. 75 HOW TO REPLACE SELF SIGNED CERTIFICATE ON EYEGLASS APPLIANCE
    1. 75.1 Prerequisites: None
    2. 75.2 Configuration Steps:


How to get collect Sync Errors for Support Assistance

You can find the name of the share by following below steps:

Step1: Open Jobs window

Step2: Click on Running Job

Step3: Click on the Configuration Replication Job which contains an error  (note running jobs stay in the window for 15 minutes then disappear)

Step4: Expand the tree by clicking '+' in the Job details  and find the replication section, the failed shares,exports are listed under the failed section.  Open this section

Step5: Expand the SyncIQ policy name with Red X,  You will find share name with red X next that has an error

Step6: Click on the info link located on the right side, then you will able to see the share name.  Capture this error and provide to support with share/export name and the info error text.

running Job Screenshot.JPG




A SyncIQ  configuration policy job failed to replicate All

Description

  • In OneFS, shares (SMB) or exports on the target are not seen

  • Eyeglass Configuration Replication Jobs don’t run

  • Eyeglass Configuration Replication Jobs have an error

Resolution

The following could be related to the problem described:

  • Configuration Replication Job error

  • Initial state set for all Configuration Replication Jobs is User Disabled

  • Licensing

  • Eyeglass Replication Task is disabled

  • Password for eyeglass service account has expired

Details

Check Eyeglass Configuration Replication Job Status for a SyncIQ policy

  1. Open Eyeglass.

  2. Click Jobs.

  3. Check State.

If all States are OK - that is correct for running Jobs.

If State is ERROR:

  • Solution:

  1. Click Alarms.

  2. Find your error.

  1. You will also receive an email and a Twitter alarm giving your more detail about the alarm code.

  2. Proceed to the following link and resolve your error by using Ctrl+F and searching for the Message present in the Alarms window:

    1. http://documentation.superna.net/eyeglass-isilon-edition/eyeglass-isilon-alarm-codes


If Status are Policy Disabled or User Disabled, this State prevents Jobs from running:

  • Solution:

To enable Policy Disabled job:

<OneFS>

  1. Open OneFS.

  2. Click Data Protection.

  3. Click SyncIQ.

  4. Click Policies.

  5. Select any jobs that are Disabled.

  6. Select “Select bulk action” → Enable.

To enable User Disabled Eyeglass Configuration Replication Job:

<Eyeglass>

  1. Open Eyeglass.

  2. Click Jobs.

  3. Select the disabled job(s) - it will have a User Disabled state; see screenshot for an example:

      4.   Select “Select a bulk action”.

      5.   Enable the job by selecting Enable/Disable.


Check (1.3 patch 1)the initial state set for Configuration Replication Jobs

  • Starting in Eyeglass 1.3 Patch 1, you can set the initial state for Eyeglass Configuration Replication Jobs to be User Disabled.  In this case, Eyeglass will continue to create Configuration Replication Jobs for any SyncIQ policy that is discovered, but it’s state would automatically be set to User Disabled.  In this state, the Job will not run.  To check this setting and for instructions on how to update this setting, refer to:

    • admin guide cli section

Check (1.3 patch 1)the state of the Eyeglass Replication Task

  • Starting in Eyeglass 1.3 Patch 1, you can enable / disable the Eyeglass Replication Task.  If the Eyeglass Replication Task is disabled, Eyeglass will create the Configuration Replication Jobs, but the Configuration Replication Jobs will not be run.  To check this setting and for instructions on how to update this setting, refer to:

    • admin guide cli section

Check Manage licenses

  1. Open Eyeglass.

  2. Click Manage Licenses.

  3. Make sure Isilon Configuration Replication license Type is present.

  • If Isilon Configuration Replication is not present, please add it to your licenses.


Password for eyeglass service account has expired

If you have used the eyeglass service account when adding the clusters in Eyeglass, check whether the “Password Can Expire” setting for the eyeglass service account is set to “Yes”.  When the password expires even though the networking between the Eyeglass appliance and the Isilon clusters is setup and connectivity can be verified with ping, Eyeglass cannot connect to the Clusters due to authentication errors and considers them to be unreachable.  One way to check this is to try and login to the OneFS GUI using the eyeglass service account and password.  If you cannot login to the OneFS GUI then Eyeglass will also not be able to login.


To resolve this issue, login to the OneFS GUI and enter a new password for the eyeglass service account.

If it is appropriate for your business environment, you may also change the setting for “Password Can Expire” to “No”.

A SyncIQ config  policy job failed to replicate some jobs


Description

  • In OneFS,only some shares (SMB) or exports are on the target

  • Eyeglass job has an error

Resolution

The following could be related to or used to troubleshoot the problem described:

  • Configuration Replication Job error

  • Initial state set for Configuration Replication Jobs is User Disabled

  • Licensing

  • Checking if Isilon clusters related to the Jobs are not managed by Eyeglass

Details

Check Eyeglass Configuration Replication Job Status for failed SyncIQ jobs

  1. Open Eyeglass

  2. Click Jobs

  3. Check State

    • If all States are OK, then everything is working properly

If a State says Error:

Solution:

  1. Take note of the Job Name that has the Error state

2. Find your error by clicking Alarms and match the Source name with the Job Name that caused the Error state.

3. There may be multiple alarm Messages for one Source.


4. Select Info for more information.

5. Proceed to the following link and resolve your error by using Ctrl+F and search for the Message shown in the Alarms window:

  • http://documentation.superna.net/eyeglass-isilon-edition/eyeglass-isilon-alarm-codes


  • If State is Policy Disabled or User Disabled, this prevents Jobs from running.

Solution:

  • To enable Policy Disabled job:

<OneFS>

  1. Open OneFS.

  2. Click Data Protection.

  3. Click SyncIQ.

  4. Click Policies.

  5. Select any jobs that are disabled.

  6. Select “Select bulk action” Enable.


  • To enable user disabled Eyeglass Configuration Replication Job…

<Eyeglass>

  1. Open Eyeglass.

  2. Click Jobs.

  3. Select the disabled job(s) - it will have a User Disabled state; see screenshot for an example:


4. Select “Select a bulk action”.

5. Enable the job by selecting Enable/Disable.

Check (1.3 patch 1)the initial state set for Configuration Replication Jobs

  • Starting in Eyeglass 1.3 Patch 1, you can set the initial state for Eyeglass Configuration Replication Jobs to be User Disabled.  In this case, Eyeglass would continue to create Configuration Replication Jobs for any SyncIQ policy that is discovered, but it’s state would automatically be set to User Disabled.  In this state the Job will not run.  To check this setting and for instructions on how to update this setting, refer to:

    • http://documentation.superna.net//eyeglass-isilon-edition/tech-notes/eyeglass-shell#TOC-Configuration-Replication



Job error - check alarms for info on error

  1. Take note of the Job Name that has the Error state. Click Alarms.


2. Find your error by clicking Alarms and match the Source name with the Job Name that caused the Error state:

3. There may be multiple alarm Messages for one Source:

Solution:

  1. Select Info to see more information about the alarm.

  2. Proceed to the following link and resolve your error by using Ctrl+F and search for the Message shown in the Alarms window:

  • http://documentation.superna.net/eyeglass-isilon-edition/eyeglass-isilon-alarm-codes



Check Manage licenses

  1. Open Eyeglass.

  2. Click Managed Licenses.

  3. Make sure Isilon Configuration Replication license Type is present:

Solution:

  • If Isilon Configuration Replication license Type is not present, please add it to your licenses.


Check whether the Isilon clusters related to the Jobs where share / export / alias are not being replicated are considered to be unmanaged by Eyeglass  

  1. Log into Eyeglass.

  2. Click Eyeglass Main Menu.

  3. Click Eyeglass Shell.

  4. Use the same credentials you used to log into Eyeglass to log into Eyeglass Shell.

  5. Type in the following command:

  • grep unmanaged /opt/superna/sca/logs/main.log*

If the grep command finds logs with the term “unmanaged”, you may have a mismatch between the number of Clusters provisioned in Eyeglass and the number of active licenses.  Please respond to your support ticket with the output from the grep command and include:

  • A screenshot of the Eyeglass Inventory View showing all Clusters provisioned:

  • A screenshot of the Eyeglass Manage Licenses window:

Note: You can also view the most recent Eyeglass log, you can also view from the Eyeglass web page by following these steps and search for unmanaged :

  1. Log into Eyeglass.

  2. Click Log View.

      3. Beside “Select Log”, choose Eyeglass Main Log from the drop down.

4. Click Fetch.

5. With the log view window active, Ctrl+F to open the browser’s search box. This works best if the Log View is the only window open.

6. Type “unmanaged” in the search field.




Error retrieving license on Login to Eyeglass


Description

  • Upon logging into eyeglass, an error occurs and licenses are not being retrieved

Resolution

The following could be related to the problem described:

  • Is the Eyeglass SCA service running?

  • The trial license has expired

Details

Check whether the Eyeglass SCA service is running

  1. Secure Shell to the Eyeglass appliance.

  2. Login as admin or root user.

  3. If logged in as admin, sudo to root user by typing sudo su - root where prompted.

  4. Type service sca status to check the status of the Eyeglass SCA service.

If the response is Status Active:inactive, then the Eyeglass SCA service isn’t running.

Solution:

  • To start the Eyeglass SCA service, type service sca start where prompted.


Trial License Expired

In the case where a trial license was previously installed, if it has expired this may have Eyeglass in a state where the licenses could not be loaded.  To resolve this state, restart the Eyeglass sca service by following these steps:

  1. Secure Shell to the Eyeglass appliance.

  2. Login as admin or root user.

  3. If logged in as admin, sudo to root user by typing sudo su - root where prompted.

  4. Type service sca stop to stop the Eyeglass service.

  5. Once the prompt returns, type ps aux | grep sca and confirm that service has indeed stopped and no process is returned other than the grep command request.  This should return an output that looks like this:

    • ps aux | grep sca

    • root     16874  0.0  0.0   9008   688 pts/0    S+   17:55   0:00 grep sca

IMPORTANT: If process has not stopped, do not proceed.  Please open a ticket at support.superna.net to request assistance.

  1. If no SCA process is returned as described above, start the SCA service by typing service sca start where prompted.

  2. Check that the service is running by typing service sca status where prompted.

  3. If the response is Status Active: active (running), the Eyeglass SCA service has been successfully restarted.

  4. Allow several minutes for the service to come up fully and then attempt to login to Eyeglass again.


If problem has not been resolved by the above procedures,  create a Backup Archive of your Eyeglass Appliance and attach to the ticket along with results of the procedures.  For instructions on creating a Backup Archive, please refer to section Eyeglass Backup in the document below:

  • http://documentation.superna.net/eyeglass-isilon-edition/tech-notes/eyeglass-backup-and-restore#TOC-Eyeglass-Backup

Cluster wide reports fails to be created

Description

  • Cluster wide report fails to be created

Resolution

The following could be related to the problem described:

  • Missing Isilon Configuration Replication license

  • Error related to the creation of a cluster wide report

  • The Cluster Report Job is still running

Details

No Isilon Configuration Replication license

  1. Login to Eyeglass.

  2. Click Managed Licenses.

  3. Make sure the Isilon Configuration Replication license Type is present:

Solution:

  • If the Isilon Configuration Replication license Type is not present, please add it to your licenses.

Check for errors related to the Cluster Configuration Report Job

  1. Open Eyeglass.

  2. Click Cluster Reports and then Create New Report.

  1. Follow the report creation from the Running Jobs section of the Jobs window.  The Job Name will be Eyeglass Cluster Report, followed by a number. Job Details can be expanded by clicking on the + icons to the left of the folders.


  1. Click Alarms.

  2. Go through the alarm list for your error. A cluster wide report error should be a retrieval error similar to what is in the screenshot below, with the Source being the name of the configuration report being generated (without ‘configuration report #..’).

Solution:

  • When you find your error go to the following link, search the contents of the error message with Ctrl+F, and follow the resolution steps:

  • http://documentation.superna.net/eyeglass-isilon-edition/eyeglass-isilon-alarm-codes


Check Job info

  1. Click Jobs.

  2. From the Jobs window, click Running Jobs.

  3. See if there are any jobs running. A cluster report job should have the name of Eyeglass Cluster Report, followed by a number:

Solution:

  • Wait until the jobs have completed.

Eyeglass appliance lost - backup archive exists


Description

The Eyeglass appliance has somehow been lost and there is an Eyeglass backup archive.

Resolution

The following could be related to the problem described:

  • Restore Eyeglass from Backup Archive

Details

Download the same Eyeglass OVF version that the backup was made of and then restore archive

  1. First  download the same Eyeglass OVF.  If this version is not available from the Superna download site, please raise a support ticket requesting the required version.

  2. Deploy the OVF.

  3. Copy the eyeglass backup archive to where the appliance will be restored.

  4. Open Eyeglass Shell or Secure Shell to the appliance.

  5. Login as admin or root.

  6. Execute the following command: -> igls app restore <eyeglass_backup.xxxx.zip>


Licenses do not load, an error message appears

Description

  • Licenses are not being loaded, error message pops up

Resolution

The following could be related to the problem described:

  • Expired licenses

  • License upload errors

Details

Licenses have expired

  1. Click Managed Licenses.

Find the licenses that have expired. If expired licenses are found then this is the reason licenses are unable to be loaded.

Solution:

  • Trial licenses that have expired.

  • Contact support.superna.net if additional trial license is required.

  • Eyeglass server time not aligned with time license that was generated.

  • For a trial license, you can run into trouble if the Eyeglass server time is not aligned with time that license was generated. For example if the Eyeglass server is in the past, the license won't load.


License Errors

Solution:

  • Use the License error message to troubleshoot the reason why the license won’t load.

  • xxxx.lic is not of supported license type

  • This error message appears, as shown in the screenshot, when license files are being uploaded individually. License files are to be uploaded all at once in their respective zip file.



Email test fails with diagnostics


Description

  • The client’s email test fails with the diagnostics

Resolution

The following could be related to the problem described:

  • Incorrect port entered

  • Incorrect authentication (user and/or password entered)

  • Incorrect TLS setting

Details

From Notification Center for Email server, generate a test email and after the email has been sent, view the test email debug information window to assess the potential problem.

Incorrect Port

  1. Make sure that the right port is assigned

    • The ports that should be used are the ones that match your server's credentials

If the wrong port was set...

Solution: Assign the right port.

Incorrect Authentication

  1. Make sure proper authentication has been set up

    • Set Outgoing Email Server Information to match your credentials as well as your server credentials. Ensure that you  have enter the correct recipients email

If the authentication was not properly set up...

Solution: Set up the proper authentication (correct email and password).

Incorrect TLS setting

  1. Make sure that the right TLS is configured

    • TLS stands for Transport Layer Security,  it is a cryptographic protocol designed to provide communications security over a computer network. This setting needs to match the configuration of the email server. Based on how the email server is set up, TLS needs to be on or off when setting up an email.

If the TLS was not set to match the email server...

Solution: Enable or disable TLS accordingly.


Example Error outputs

TLS off

Successful email output

Invalid password/username Debug information output

Invalid host name for email server

Incorrect port

User cannot log in

Description

  • User is unable to log in

Resolution

The following could be related to the problem described:

  • The Eyeglass password is not valid

  • The OneFS password is not valid

Details

Check if the Eyeglass password is still valid

  1. Login as admin (using the existing password) in Secure Shell.

  2. If this works, then there is no need to change the password; if it doesn’t, then proceed with the password change process below.

Change the password for Local authentication

  1. Login as root (if you changed root password) using Secure Shell.

  2. Enter su admin in the command prompt.

  3. Then enter passwd.

  4. Enter new and re-type new password to reset the admin password.

  5. If you have lost admin password and did not change the root password after installation, you will need to install a new appliance and restore from backup.

Check if the OneFS password is still valid

  1. Login as user (using existing password) in OneFS.

  2. If this works, then there is no need to change the password; if it doesn’t, then proceed with the password change process below.

 Change the password Isilon Cluster authentication

  1. Log into OneFS.

  2. Click Access.

  3. Click Membership and Roles.

  4. Select Users.

  5. Select a provider: Local System or File System.

  6. Select the User and Select View Details.

  7. Make sure the user has Platform API - Read and SMB - Read minimum privileges as shown in: http://documentation.superna.net/eyeglass-isilon-edition/tech-notes/eyeglass-authentication

  8. Edit Password.




User is not receiving any email alarms


Description

  • Emails aren’t being sent to the user when there is an alarm

Resolution

The following could be related to the problem described:

  • The email configuration is not set up

  • A port that is already in use has been chosen for sending emails

  • TLS option is enabled when it should be disabled

  • Eyeglass Licensing

  • Email configuration for alarm severity

Details

Email not set up

  1. Follow the steps here: http://documentation.superna.net/eyeglass-isilon-edition/Eyeglass-Isilon-Edition/how-to-setup-email-alarms-and-phone-home-with-exchange

Try to send a test email (procedure for 1.3 patch 4)

  1. Log into Eyeglass.

  2. Click Eyeglass Main Menu.

  3. Click Notification Center.

  4. Click Configure SMTP.

  5. Ensure everything is filled out correctly.

  6. In Test Recipient enter an email to test to see if it's working.

  7. Click Test Email Settings.

Sending a test email for 1.3 and current

  1. Log into Eyeglass.

  2. Click Eyeglass Main Menu.

  3. Click Notification Center.

  4. Select Add Email Address.

  1. In the Add Recipient section, enter an email address.

  2. In the Outgoing Email Server Information, enter:

    • Host Name: host of email server

    • Port: the port that is used for sending email

    • From: enter the email address that was used for the Add Recipient section

    • Password: enter the password of the email account

    • Make sure Enable TLS is checked off if email server expects TLS communication

  1. Click Test Email Setting. A ‘Success’ message should appear if the test email was sent:

  1. Click Submit in the Notification Center window.


Port not set to a unique port that isn’t in use on the server

  1. Click Eyeglass Main Menu.

  2. Click Notification Center.

  3. Click Manage Email Addresses.

  4. Edit the settings and set to port so that a port that IS NOT in use is selected.

Incorrect TLS settings

TLS option may not have been disabled..

  1. Click Eyeglass Main Menu.

  2. Click Notification Center.

  3. Click Manage Email Addresses.

  4. Disable the TLS option on the Receiver Connector on Exchange.

certificate_unknown(46) error

  • if exchange server logs this error certificate_unknown(46),   it indicates TLS parameter failure and TLS should be disabled as the certificate is unknown. Action Disable TLS on Eyeglass and retest.

Eyeglass Licensing

Issues emails on alarms license..

  1. Click Manage Licenses.

  2. Check to see if the “Issues emails on alarms” license Type is present.

If Issues emails on alarms is not present:

Solution:

  • Add Issue emails on alarms license

  1. Click Managed Licenses.

  2. Click Browse.

  3. Find the licenses you would like to upload.

  4. Click Upload.

Email filter setup for Alarm Severity (Future Eyeglass 1.3 patch 4)

  • As of 1.3 patch 4 (future) you can set the severity of the alarms that you would like to receive emails about.

  1. Log into Eyeglass.

  2. Click Eyeglass Main Menu.

  3. Click Notification Center.

  4. Click Configure SMTP.

  5. Set your prefered alarm severity under Alarm Severity Filter.

User is not receiving any email reports


Description

  • User has not/is unable to receive any email reports

Resolution

The following could be related to the problem described:

  • Eyeglass Email server is not configured

  • Eyeglass Email server is configured incorrectly

  • User email address has not been configured in Eyeglass as an email recipient

  • Eyeglass does not have related feature license

Details

Eyeglass appliance may not have email server configured/recipient email address configured

  1. Log into Eyeglass.

  2. Click Eyeglass Main Menu.

  3. Click Notification center.

    • To: Enter the email address of the person who is to receive the email address.

    • Host name: Enter the hostname for your email server.

    • Port: Enter the port which should be used for sending email.

    • From: Enter the email address of the sender of the email.  Typically this is required to be a valid email address recognized by the email server.

    • Password (optional): Enter password for From email address if required by your email server.

    • Enable TLS: Select the Enable TLS check box if your email server expects TLS communication.

Eyeglass RPO feature license may not have been set

  1. Eyeglass Isilon Edition RPO Trending and Reporting requires a separate feature license.  Open the Manage Licenses window to check your licenses.  If you see license Type Isilon RPO Reporting you are licensed for this feature.

  1. If the user doesn’t have the license then they must contact their Eyeglass Sales Representative.


Eyeglass change management license may not have been set

  1. Eyeglass Change Management requires a separate feature license.  Open the Manage Licenses window to check your licenses.  If you see license Type Monitor changes to data and report you are licensed for this feature.

  1. If the user doesn’t have the license then they must contact their Eyeglass Sales Representative.


User receives no data for time range when graphing RPO data from the DR dashboard


Description

  • User does not receive their time range when they are graphing RPO data


Resolution

The following could be related to the problem described:

  • RPO Report parameters may not be correctly defined

  • No SyncIQ Policy job reports

Details

Creating an RPO Report in Eyeglass

  1. Log into Eyeglass.

  2. Click DR Dashboard.

  3. Click the checkbox to the left of Name for policy of interest.

  1. Click Generate SyncIQ Job Charts button.

  2. Click the From and To date and time in the Report Time Range Setting window.

  1. Click Launch SyncIQ Job RPO Chart button.

RPO Documentation: http://documentation.superna.net/eyeglass-isilon-edition/Eyeglass-Isilon-Edition/rpo-trending-and-reporting

Check the cluster for the data range to make sure policy has job reports

  1. Log into OneFS.

  2. Click Data Protection.

  3. Click SyncIQ.

  4. Click Reports.

  5. Check your Policy Name, its Status, Start and Finish as well as the Target Host.

  • Ensure that the date you entered when generating the graph matches the date you see on the cluster reports.



Email RPO reports shows NA for all Clusters


Description

  • Cluster data is not being shown in the email RPO

Resolution

The following could be related to the problem described:

  • RPO Target has not been configured for the cluster

  • No SyncIQ Policy job reports for the reporting period

  • No SyncIQ Policy job reports at all for the cluster

Details

RPO Documentation: http://documentation.superna.net/eyeglass-isilon-edition/Eyeglass-Isilon-Edition/rpo-trending-and-reporting

RPO target for each cluster has not been configured

  • To update the RPO value for an existing Cluster:

    1. Click Inventory View window.

    2. Right Click on the cluster you want to update and select Edit.

    1. In the Edit Isilon Cluster window that opens enter the new RPO target in minutes in the Maximum RPO Value field and then Submit to save your changes.


Check the cluster for the date range to make sure policy has job reports

  1. Log into OneFS.

  2. Click Data Protection.

  3. Click SyncIQ.

  4. Click Reports.

  5. Check your Policy Name, its Status, Start and Finish as well as the Target Host.

No data on clusters or SyncIQ policies have not been run

  • If there is no data on the cluster then the RPO reports will show NA.

  • If the SyncIQ Policies have not been run then the RPO reports will show NA.


Change management email doesn’t show any changes


Description

  • User’s emails regarding change management aren’t showing any changes

Resolution

The following could be related to the problem described:

  • Change was made after inventory was run for the report

Details

Change management report was run early

  • Wait until inventory discovers the newly added objects, they will then be included in subsequent report.



The replication job never finishes

Description

  • Replication job has never finished, keeps running

Resolution

The following could be related to the problem described:

  • Next Eyeglass replication Job starts within 5 minutes of the previous one completing so that it appears that the same Job is always running

  • Job has an error

Details

Check alarms/error logs

  1. Click Alarms.

  2. Do the alarms match the codes found in the following link?

Check Job history

  1. Log into Eyeglass.

  2. Click Jobs.

  3. Click Running Jobs.

  4. Check to see that the previous jobs have run successfully.

  5. Click DR Dashboard.

  6. Check the last successful full sync of the job that is running.

Increase interval between jobs

  1. Click Eyeglass Main Menu.

  2. Click Eyeglass Shell.

  3. Enter: igls admin schedules list

  4. Enter: igls admin schedules set --id InventoryReport --interval <interval time you would like>M

Refer to documentation here: http://documentation.superna.net/eyeglass-isilon-edition/tech-notes/eyeglass-shell#TOC-Configuration-Replication

The inventory window is empty


Description

  • Eyeglass Inventory View window is empty  - it is not possible to view the clusters

Resolution

The following could be related to the problem described:

  • Isilon cluster information entered incorrectly into Eyeglass

  • Incorrect Eyeglass Licensing

  • Incorrect privileges for the Isilon cluster user that Eyeglass uses to authenticate

  • Isilon cluster version not supported by Eyeglass

Details

Check that Isilon clusters are added correctly

  • Try to re-add the clusters

    1. If you already added the cluster successfully, then you will receive the following message: Error : “Plugging could not handle request. The IP address that you have entered belows to (*Cluster Name*). This cluster is already managed by Eyeglass.

    2. If you re-added your cluster successfully, then you will receive a success message and you should see the cluster populate your inventory view.

Check Eyeglass Licenses

  • You need to have the Isilon Configuration Replication license.


Does the user provisioned for the Isilon cluster in Eyeglass have all the correct privileges?

  1. Log into OneFS.

  2. Click Access.

  3. Click Membership and Roles.

  4. Click Roles.

  5. Click View/Edit for EyeglassAdmin.

  6. Ensure that it holds the correct privileges by following the steps in the following links:

Isilon cluster replication pairs must be running supported OneFS version as documented in the System Requirements / Feature Release Compatibility matrix.

Feature Release Compatibility matrix can be found in the Quick Start Guide here:  http://documentation.superna.net/eyeglass-isilon-edition/eyeglass-isilon-edition-quick-start-guide-for-r1-3


Cannot add a cluster


Description

  • User is not able to add a cluster

  • Receiving error when adding cluster

Resolution

The following could be related to the problem described:

  • Isilon cluster has already been added with a different IP address

  • Procedure for adding the Isilon cluster in Eyeglass

  • Licensing - correct license type or number of licenses

  • Privileges associated with the Isilon cluster user in Eyeglass

Details

Isilon cluster has already been added with a different IP address

If the error is “Error Plugin could not handle request…” when adding an Isilon cluster:

  • The IP address entered belongs to an Isilon cluster that is already provisioned

    • There is no need to add each node of the same cluster to an Eyeglass server. Eyeglass recognizes that the IP address you entered belongs to a cluster already managed by Eyeglass.

Procedure for adding the Isilon cluster in Eyeglass

Refer to Quick Start Guide section Provision Isilon Clusters here:

http://documentation.superna.net/eyeglass-isilon-edition/eyeglass-isilon-edition-quick-start-guide-for-r1-3#TOC-Provision-Isilon-Clusters

Licensing

The Isilon Configuration Replication license Type is required.  To load the license:

  1. Click Managed Licenses.

  2. Click Browse.

  3. Find the required license in its respective .zip folder and upload that .zip folder.

  4. Click Upload.

You require 1 Isilon Configuration License per Isilon cluster.  If you have added more than the number of licensed Isilon clusters, additional clusters will be considered unmanaged by Eyeglass.  To check for unmanaged Isilon clusters:

  1. Log into Eyeglass.

  2. Click Eyeglass Main Menu.

  3. Click Eyeglass Shell.

  4. Use the same credentials you used to log into Eyeglass to log into Eyeglass Shell.

  5. Type in the following command:

    • grep unmanaged /opt/superna/sca/logs/main.log*

Alternate log viewing:

  1. Log into Eyeglass.

  2. Click Log View.

  1. Beside “Select Log” choose Eyeglass Main Log from the drop down.

  1. Click Fetch.

Minimum required privileges for Isilon cluster user provisioned in Eyeglass


http://documentation.superna.net/eyeglass-isilon-edition/tech-notes/isilon-cluster-user-minimum-privileges-for-eyeglass

Cannot re-add a cluster after it has been deleted

Description

  • After a cluster has been deleted, it is unable to be re-added

Resolution

The following could be related to the problem described:

  • In progress replication task had to complete for first delete was completed

  • Error in Eyeglass

Details

  1. Wait for a full replication cycle and try to re-add the cluster.

  2. Check error logs.

  1. Click Alarms.

  2. Can any of the errors be found here?

    • http://documentation.superna.net/eyeglass-isilon-edition/eyeglass-isilon-alarm-codes


Is it safe to delete a cluster?


Description

  • Can a cluster be deleted from Eyeglass without any harm done?

Details

When you delete a cluster from Eyeglass, it just removes it from Eyeglass. The cluster isn't deleted.

  1. If eyeglass is replicating when the cluster is removed, the replication is finished, then the cluster is removed.

      2. When any cluster associated with an active SyncIQ policy gets removed from Eyeglass, the data is unaffected and any associated configuration jobs are removed and an alarm gets raised.

  1. Once configuration jobs are removed, no further sync of configuration data between clusters will happen unless the cluster is re-added and the jobs will be re-created.


Cannot see twitter icon and help button doesn’ t work


Description

  • Unable to see the twitter icon and Help button doesn’t work

Resolution

The following could be related to the problem described:

  • The computer is not connected to the internet

Details

No internet access (Offline UI)

  • The Eyeglass web page now detects when the browser does not have internet access and does not attempt to connect to Twitter or the Superna support.superna.help site.  In this case the Twitter icon on the Eyeglass web page is removed and the Help button is inactive.



User wants to change the Isilon cluster IP address that is used with Eyeglass


Description

  • Change Isilon cluster IP address used in Eyeglass

Details

Please refer to document Edit Isilon IP Address in Eyeglass here: http://documentation.superna.net/eyeglass-isilon-edition/Eyeglass-Isilon-Edition/edit-isilon-ip-address-in-eyeglass

User wants to change the cluster User ID and password that Eyeglass uses

Description

  • Change the User ID and password of the Isilon cluster in Eyeglass

Details

Eyeglass can be updated with a new Isilon cluster username and password.  The new username / password must have been created through OneFS and configured with the correct roles as documented here:

  • http://documentation.superna.net/eyeglass-isilon-edition/tech-notes/isilon-cluster-user-minimum-privileges-for-eyeglass

To change username and password via Eyeglass:

  1. Log into Eyeglass.

  2. Click Inventory View.

  3. Right Click the desired cluster.

  1. Select Edit.

  2. Change the Username and Password to the desired.

  1. Select Submit.

  2. Restart the Superna Eyeglass service

ssh to the Eyeglass appliance and sudo su- to root to restart the service using the command below:

systemctl restart sca

systemctl status sca



User cannot add a cluster with a Hostname or FQDN


Description

  • Unable to add an Isilon cluster to Eyeglass using hostname or FQDN

Details

Using hostname or FQDN to provision Isilon cluster in Eyeglass is not supported.  IP address must be used.


Hostname or FQDN are used in SyncIQ policies and Eyeglass jobs are not running


Description

  • Hostname used in SyncIQ policies and Eyeglass jobs are not running

Resolution

The following could be related to the problem described:

  • Hostname or FQDN

  • DNS configuration on Eyeglass appliance

Details

If you are using hostname for target in your SyncIQ policies, the DNS information entered during Eyeglass appliance setup must be able to resolve this host back to the cluster IP address in order for Eyeglass to perform configuration replication.  If the hostname cannot be resolved, Eyeglass will not create the associated configuration replication Job.


Validate to see if the FQDN is working

  1. Click Eyeglass Main Menu.

  2. Click Eyeglass Shell.

  3. Login with your Eyeglass credentials.

  4. To validate the FQDN, type in hostname --fqdn where prompted.

  5. To check the DNS settings, type in cat /etc/resolv.conf where prompted

  6. Proceed to ping the IP address by typing in ping <your IP address>.


Check / Update Eyeglass appliance DNS configuration

  1. Click Eyeglass Main Menu.

  2. Open the Eyeglass Shell.

  3. Login as admin and type sudo su - root.

  4. Type in yast2 to open the YaST Control Center.

  5. Use the arrow, tab, enter and function keys to navigate the menu.

  6. Navigate to Network Devices in the left window and go to Network Settings on the right.

  7. Use the right arrow key to highlight the Hostname/DNS option.

  8. Use the Tab key to navigate to the field that needs to be updated and make the required change.

  9. Then Tab to OK to complete.

  10. Support documentation is provided here:

  • http://documentation.superna.net/eyeglass-isilon-edition/Eyeglass-Isilon-Edition#TOC-Update-Eyeglass-Appliance-Network-Settings

Why is a Quota job in a pending State?

Description

  • In the jobs view, a Quota job has a state of “pending”

Details

  1. Quota jobs that are created based on SyncIQ autodetection are placed in a pending state.  This state prevents quota policies that are collected and shown in the Inventory tree from being applied to target clusters paths protected by SyncIQ policies.  This is a best practise due to some scenarios that result in errors when quotas are applied to a target cluster file system.  

The scenarios to apply quota policies are below:

  1. In a failover event, Quota Failover type of jobs have to be run manually AFTER the target cluster file system is writeable as a result of SyncIQ failover.  Open Jobs window and select the quota job of interest, click Select a bulk action and Run Now. You can follow the Job progress in the Running Jobs window. Job State and DR Status will be updated after the job is done.

  2. Custom jobs can replicate quota policies on a schedule for a path selected in the job, the quotas are applied successfully only when the target file system path on the target cluster already exists.  Any new quota created under the selected job path, will be detected and replicated only if the target path also exists.




The Quota settings were changed and the job was run but no change was seen on the other cluster


Description

  • Quota has been run but no change has been seen on the other cluster

Resolution

The following could be related to the problem described:

  • Error on Quota job

  • Licensing - incorrect number of licenses

Details

Check alarms/errors

  1. Click Alarms.

  2. Are you receiving any alarms from the following list?


Licensing

Check whether more Isilon clusters have been added to Eyeglass than available licenses:

  1. Log into Eyeglass.

  2. Click Eyeglass Main Menu.

  3. Click Eyeglass Shell.

  4. Use the same credentials you used to log into Eyeglass to log in.

  5. Type in the following command:

    • grep unmanaged /opt/superna/sca/logs/main.log*

Alternate log viewing

  1. Log into Eyeglass.

  2. Click Log View.

  1. Beside “Select Log” choose Eyeglass Main Log from the drop down.

  1. Click Fetch.


A strange browser redirect is received with 2011 or 2012 in the URL and the user is unable to log in

Description

  • Strange browser redirect that doesn’t allow login to Eyeglass

Resolution

The following could be related to the problem described:

  • Firewall rules

Details

This is seen when firewall ports 2011 and 2012 are not open between the eyeglass appliance and the browser. These ports are used for websocket communication, and have to be initialized with ssl prior to login, hence the redirect.

The current work around(if the user cannot get the firewalls opened) is the following:

  1. Go to https://<eyeglass ip>/eyeglass.

  2. Log in.

  3. After login, you're redirected to that invalid page.

  4. Immediately go to https://<eyeglass ip>/eyeglass again (you may have to re-type it in your address bar).

  5. You'll be redirected to the Eyeglass web page.


Internet Explorer is being used and license keys can’t load

Description

  • Using internet explorer and unable to load license keys

Resolution

The following could be related to the problem described:

  • Internet Explorer is not supported

Details

IE is not supported. Please use a different browser, such as Mozilla FireFox or Google Chrome.


Too many alarm emails are received; how are alarms filtered?

Description

  • User is receiving too many alarms, how can they filter them?

Resolution

The following could be related to the problem described:

  • Email alarm severity filter setting

Details

Email filter setup for Alarm Severity

By default, only alarms with severity of Critical are sent by email.  

As of Eyeglass 1.3 patch 4, you can set the severity of the alarms that are emailed:

  1. Log into Eyeglass

  2. Click Eyeglass Main Menu.

  3. Click Notification Center.

  4. Click Configure SMTP.

  5. Set your prefered alarm severity under Alarm Severity Filter.

    • Important thing to note, is that whatever severity you select, it will email those alarms and more severe alarms. Example: if you set it to Major, you will receive Major and  Critical alarms; if you set it to Minor, you will receive Minor, Major, and Critical alarms.




Not all the alarms that are received are shown in the Alarm window


Description

  • User is not receiving the alarms that they see in their alarm window

Resolution

The following could be related to the problem described:

  • Email alarm severity filter set too low (Eyeglass 1.3 patch 4 - future)

Details

By default, only alarms with Severity of Critical are sent by email.  

As of Eyeglass 1.3 patch 4 you can set the severity of the alarms that are emailed:

  1. Log into Eyeglass.

  2. Click Eyeglass Main Menu.

  3. Click Notification Center.

  4. Click Configure SMTP.

  5. Set your prefered alarm severity under Alarm Severity Filter.

    • Important thing to note, is that whatever severity you select, it will email those alarms and more severe alarms. Example: if you set it to Major you will receive Major and Critical alarms; if you set it to Minor, you will receive Minor, Major, and Critical alarms.




Does Eyeglass make changes to the cluster configuration?


Description

  • Does Eyeglass make changes to the Isilon cluster configuration?

Details

  • Yes, it applies the source cluster shares, exports, nfs aliases, access zones and quotas to the target cluster configuration.  No data is replicated with Eyeglass. SyncIQ is used to replicate the data between clusters.  

  • Eyeglass takes any changes that are made to the Source cluster and then replicates those changes to the Target cluster.

    • What does that mean?

      • If an object exists on the source but the object doesn’t exist on the target, then the object is created on the target

      • If the object exists on both the source and the target but the source object has updated information, then the object on the target is updated

      • If the object has been deleted on the source, then the object is deleted on the target


What OS patches can be applied to Eyeglass?


Description

  • What OS patches can be applied to the Eyeglass appliance?

Details

  • At the moment there are no restrictions to what OS patches you can apply, if that changes sometime in the future we will issue a notice.

  • Auto security updates are applied on a weekly schedule

    • Requires internet access on the appliance

An error is seen when the Eyeglass appliance software is upgraded

Description

  • User has upgraded their appliance software and is now receiving errors

Resolution

The following could be related to the problem described:

  • Eyeglass SCA service is not running

Details

Check whether the Eyeglass SCA service is running

  1. Secure Shell to the Eyeglass appliance.

  2. Login as admin or root user.

  3. If logged in as admin, sudo to root user by typing sudo su - root where prompted.

  4. Type service sca status to check the status of the Eyeglass SCA service.

If the response is Status Active:inactive, then the Eyeglass sca service isn’t running.

Solution:

    • To start the Eyeglass SCA service, type service sca start where prompted.

Check if Eyeglass has been upgraded

  1. Log into Eyeglass.

  2. Click About Eyeglass.

  3. Click Contact Us.

  4. View Package Information.

  5. Verify that you have the upgraded version.

  6. If you don’t, retry the upgrade process.

Eyeglass has deleted a share/export/quota on a cluster


Description

  • Eyeglass has deleted a share/export/quota that was unintended to be deleted by the user

Details

Eyeglass replicates the source to the target. What this means is that whatever is going on in the source cluster, it will be replicated onto the target cluster.

For example:

  • If an object exists on the source but the object doesn't exist on the target - it does a create

  • If an object exists on the target but has new information - it does an update

  • If the object has been deleted from the source - it is deleted on the target


Eyeglass has deleted all shares/exports/quotas on a cluster


Description

  • Eyeglass has deleted all the users share/export/quota on a cluster

Resolution

The following could be related to the problem described:

  • In OneFS, Zone was deleted on Source cluster

Details

Access Zone Deleted from OneFS

Eyeglass replicates the source to the target.  What this means is that whatever the changes are that are made on the source cluster, they  will be replicated onto the target cluster.

For example:

  • If an object exists on the source but the object doesn't exist on the target - it does a create

  • If an object exists on the target but has new information - it does an update

  • If the object has been deleted from the source - it is deleted on the target

If you delete an access zone on a cluster using OneFS, it will delete all associated shares/exports on that cluster.  If that cluster is the source cluster of an Eyeglass configuration replication job, as part of replicating source to target, on next configuration replication job, Eyeglass deletes the same shares/exports on the target cluster.


The Eyeglass appliance won't boot; how can it get restored?


Description

  • Issues booting Eyeglass, a restoration is needed.

Details

If you have an Eyeglass backup, it can be used to restore your Eyeglass instance on a new appliance.

Important!:  Eyeglass version when backup was taken must match the Eyeglass version that backup is being restored to.

    • If you don’t have the Eyeglass OVF for the version you were running, please contact us.

    • If you had phone home enabled then you may contact us and we can check which version you had.

    • If you do not know the version then you will not be able to do a restore from backup. You will need to deploy a new OVF and request new keys.

How to restore Eyeglass:

    • http://documentation.superna.net/eyeglass-isilon-edition/tech-notes/eyeglass-backup-and-restore

You will need an FTP client to copy the backup archive to the Eyeglass appliance (WinSCP, FileZilla etc)

  • How to use WinSCP

How are replacement keys obtained?

Description

  • Requires replacement keys due to installing a new appliance

Details

  1. Deploy new Eyeglass appliance.

  2. Click About Eyeglass.

  3. Copy Appliance ID (Highlight, right click, Copy).

  4. Log into support.superna.net

  5. After you log into support, Submit a Request for a new license explaining the circumstances.    You must provide us with the company name as well as the old appliance ID.


How to run multiple Eyeglass appliances

Description

  • The user is looking to run multiple Eyeglass appliances

Details

Although it can be done, It is not recommended to run multiple instances of Eyeglass. Each instance of Eyeglass will require it’s own licenses.  One Eyeglass appliance is capable of handling multiple clusters.

Conflicting Eyeglass instances can report error when multiple appliances are applying those settings.

For example, if two instances of Eyeglass were running and trying to create a replication on a destination: one instance would create the replication and the other would throw an error because the replication has already begun.


There is no  internet access for the appliance; how can it be  upgraded and patched?


Description

  • The Eyeglass appliance has no internet access, thus cannot connect to your software repository. How can I install upgrade patches?

Details

  • Please follow the procedures in the following document for upgrading offline:

  • http://documentation.superna.net/eyeglass-isilon-edition/eyeglass-isilon-edition-upgrade-1-2-to-1-3#TOC-Offline-Upgrade





Can other software be installed on the appliance?

Description

  • Is it possible to install other software on the appliance itself?

Details

No, you cannot install other software onto the appliance.


How is root on the appliance accessed?


Description

  • Eyeglass appliance supplies admin user and password.  How can I run as the root user?

Details

  1. To login as root

    1. Login to the appliance using the default "admin" account and then sudo su - to the root account.

      • http://documentation.superna.net/eyeglass-isilon-edition/tech-notes/eyeglass-authentication

  2. To change the root password

    1. Follow the following procedure

      • http://documentation.superna.net/eyeglass-isilon-edition/Eyeglass-Isilon-Edition#TOC-Eyeglass-Root-Password



The configuration replication  job audit fails


Description

  • My jobs has ‘ERROR’ DR Status in DR Dashboard. I expand the job node and I found my Eyeglass Configuration Replication has Audit Status ‘AUDITFAILED’.

Resolution

The following could be related to the problem described:

  • Error during Eyeglass configuration replication

  • Change occurred after configuration replication job was started

Details

Audit fails when audit job finds configuration item where source and target are different. In Alarms window, locate the ‘Replication job audit failed’ alarm for the job. Click the Info link and open alarm details. Expand the Info node and to see where the audit has detected a difference between the source and target clusters  Example:.

- Info: Audit failed: Values for key 'xxx' do not match: source: share or export  ; target: share or export

      • key 'xxx' refers to a property of share or export where mismatch was found

- Info: Auditable source (type: 'xxx', zone: 'yyy', name: 'zzz') and target (type: 'xxx', zone: 'yyy', name: 'zzz') objects not found on source or target cluster, hence audit fails.

      • Auditable source refers to configuration item

Eyeglass Configuration Replication Error

Check that associated Replication Job was successfully run.  If not, source and destination may indeed be different. and Replication Job issue needs to be resolved.

Change occurred after Eyeglass Configuration Replication Job was started

It is possible that a change to configuration item was made via OneFS after replication Job completed and before audit task ran.  The next replication task will resolve this mismatch.




The DR dashboard shows a failed SyncIQ policy


Description

  • My jobs has ‘ERROR’ DR Status in DR Dashboard. I expand the job node and I found my SyncIQ policy state is ‘ERROR’.

Resolution

The following could be related to the problem described:

  • SyncIQ Policy Job in OneFS not run or ran with error

Details

When SyncIQ policy state is ‘ERROR’, you need to login to OneFS and run the policy job. After the policy job is successfully completed, the next replication run will update the SyncIQ Policy state.

  1. Go to OneFS.

  2. Click Data Protection.

  3. Click SyncIQ.

  4. Select the policy you want to run.

  5. Click View/Edit/More.

  6. Click Start Job.


The option for RPO reporting graphs is disabled


Description

  • I want to generate a SyncIQ Job Chart but my ‘Generate SyncIQ Job Charts’ button in DR Dashboard is disabled

Resolution

The following could be related to the problem described:

  • Licensing - missing Isilon RPO Reporting license

Details

Check Manage Licenses:

  1. Click Manage Licenses

  2. Check to see if Isilon RPO reporting license Type is there

If the required license isn`t present

Solution:

  1. Click Manage Licenses

  2. Click Browse

  3. Find the required license in its respective .zip folder and upload that .zip folder.

  4. Click Upload

RPO Trending and Reporting documentation can be found here:  

  • http://documentation.superna.net/eyeglass-isilon-edition/Eyeglass-Isilon-Edition/rpo-trending-and-reporting


The Directory Migration job type is not seen in the Jobs window


Description

  • Try to add a Directory Migration job but I don’t see the job type in Add New Job window

Resolution

The following could be related to the problem described:

  • Licensing - missing Enables Directory Migration license

Details

Check Manage Licenses:

  1. Click Manage Licenses.

  2. Check to see if Enables Directory Migration license Type is there.

If the required license isn`t present

Solution:

  1. Click Manage Licenses

  2. Click Browse

  3. Find the required license in its respective .zip folder and upload that .zip folder.

  4. Click Upload

If an ‘Enables Directory Migration’ license is there

Solution:

  1. Try to refresh the webpage.

The Add Twitter Alarm notification in the notification center cannot be seen


Description

  • In Notification Center, there is no Twitter tab on the left hand side

Resolution

The following could be related to the problem described:

  • Licensing - missing ‘Issue tweets on alarm’  license Type

Details

Check Manage Licenses:

  1. Click Manage Licenses.

  1. Check to see if “Issue tweets on alarms” license Type is there.

If the required license isn`t present

Solution:

  1. Click Manage Licenses

  2. Click Browse

  3. Select the required license(“Issue tweets on alarms”)

  4. Click Upload

If  the required license is there

Solution:

  1. Try to refresh the webpage.

Trial keys are installed and permanent keys have been received; how are the permanent keys installed?


Description

  • User has had trial keys and is making the change over to permanent. They would like to install the new keys.

Details

Install the new keys through Manage Licenses:

  1. Login to Eyeglass appliance.

  2. Select Manage Licenses.

  3. Select Remove All.

    • This is so you may remove your trial licenses.

  4. Select Browse in the Manage Licenses window and select the license file that was just downloaded.

  5. Then select Upload.

    • File name: [EyeglassLicenseName].zip

eyeglass-add-license-keys


  1. You will be asked to refresh to see new features.  Select Yes.

  2. Open Manage Licenses window again to see licences loaded.

  3. Done. Start Using Eyeglass!


Trial keys are being used and an order is being placed now; can permanent keys be obtained now?


Description

  • User currently holds trial keys but is placing an order, they would like their permanent keys immediately

Details

Unfortunately we cannot provide you with the permanent keys until the order is processed and finalized. We will then be able to provide you with the permanent keys.

In order to install the permanent keys please follow the steps below:

  1. Login to Eyeglass appliance.

  2. Select Manage Licenses.

  3. Select Remove All

    1. This is so you may remove your trial licenses

  4. Select Browse in the Manage Licenses window and select the license file that was just downloaded.

  5. Then select Upload.

    1. File name: [EyeglassLicenseName].zip

eyeglass-add-license-keys


  1. You will be asked to refresh to see new features.  Select Yes.

  2. Open Manage Licenses window again to see licenses loaded.

  3. Done. Start Using Eyeglass!



Changing the Eyeglass Appliance IP address


Description

  • User would like update Eyeglass to use a different IP address

Details

While using the Eyeglass Appliance Networking Wizard, please refer to one of the following documents:

  • http://documentation.superna.net/eyeglass-isilon-edition/eyeglass-isilon-edition-quick-start-guide-for-r1-3#TOC-Eyeglass-Appliance-Networking-Wizard

  • http://documentation.superna.net/eyeglass-isilon-edition/backup#TOC-Update-Eyeglass-Appliance-Network-Settings


The DR procedure requires the user to break the WAN link to their DR site to complete the DR testing;  what is to be done with Eyeglass during this time when it cannot connect to the cluster?


Description

  • User wants to know what to do with Eyeglass when it cannot connect to the cluster

Details

  • Eyeglass will still attempt to query the cluster but it will time-out while doing so. It will still attempt jobs and you may receive alarms (you may disable the alarms) but you don’t need to do anything with Eyeglass.

A license was uploaded and configurations were done but jobs are pending


Description

  • User has uploaded a license but has jobs that are pending

Resolution

The following could be related to the problem described:

  • Trial license limits preventing replication jobs from running

Details

Do you have a trial license or a permanent license?

  • If you have a trial license, please check your alarm logs:

    1. Login to Eyeglass.

    2. Click Alarms.

    3. Look for your alarm code and proceed to the following site to match your alarm code:

        • If the description of the alarm is "Replication functionality limited by trial.", then you have reached the limit of your trial replications.

    • If your solution isn’t there, please issue a support ticket at: support.superna.net .

What to do if an offline version of documentation is needed?


Description

  • User would like to have an offline version of documentation

Details

  • For offline documentation you may save the documentation on the Eyeglass documentation site as a PDF.

  1. Go to documentation.superna.net.

  2. Find the page you would like to download.

  3. Right click on the page and select Print.

  4. For destination select Change and Save as PDF.

  5. Select the location you would like to save to.


Eyeglass does not create a Configuration Replication Job for a SyncIQ policy that was discovered on the source cluster

Description

  • Eyeglass doesn’t create a configuration replication job for a SyncIQ policy that was discovered on the source cluster

Resolution

The following could be related to the problem described:

  • SyncIQ Policy target cluster is unknown to Eyeglass


Details

In order to create a Configuration Replication job for a SyncIQ Policy, Eyeglass must be managing both the SyncIQ policy source and target clusters.  If the SyncIQ Policy on the source references a target cluster that is either not managed by Eyeglass or where Eyeglass cannot resolve the target cluster (for example if hostname or FQDN are used) then the related Configuration Replication job will not be created.

An OVF on an older version of vSphere would like to be used


Description

  • Client would like to deploy an OVF on an older version of VSphere

Details

  • Please refer to the Eyeglass quick start guide for supported vSphere versions:

    • http://documentation.superna.net/eyeglass-isilon-edition/eyeglass-isilon-edition-quick-start-guide-for-r1-3

When I am upgrading my Eyeglass appliance I get an error

Description

  • There is an error about connecting to storage.googleapis.com when I am following the upgrade procedure at the 'zypper refresh' step.

Details

Check that they Eyeglass appliance is configured correctly for external access.  A quick check is to  'ping google.com' from the ssh session you have open for the Eyeglass upgrade.  If ping cannot return any data then you will not be able to access the Eyeglass updates from the internet either.

The following could be related to this problem:

  • Eyeglass appliance is not allowed to have internet access.  In this case you need to perform an offline upgrade.  Offline upgrade steps are included in the upgrade documentation on the site http://documentation.superna.net/eyeglass-isilon-edition

  • Eyeglass DNS server is not configured at all or not configured correctly.  To check or update DNS for the Eyeglass appliance

  1. As root user, type 'yast2 lan' to open the configuration wizard.

  2. Use the arrow key to navigate to the Hostname/DNS menu.

  3. On this page you can see which Name Server(s) have been provisioned.  If none provisioned, then the appropriate DNS server needs to be added.  If incorrectly provisioned, then update

  4. Use the tab key to navigate to OK to save your changes (if required) or to Cancel if no changes and Enter.

User has 2 Isilons DR devices. One will be for Country 1 and another for Country 2. They backup each other vice versa (hot-hot site DR). Should this Eyeglasses appliance be place in a 3rd site other than location in Country1 and Country2? Say Country 3 or we can use another copy of eyeglass with the saved configuration once DR situation happen?

 Description

  • Customer has Isilons in two different sites and the customer would like to know if Eyeglass should be placed in a third site

Details

  • Ideally, eyeglass should be at a 3rd site for hot/hot configuration.  We also recommend Access zones for each cluster in a hot/hot configuration to enable our failover release

Where to place the Superna appliance if we have 2 datacenters.  Is it possible to have 2 active appliances?  Does our license support having 2 appliances?

Description

  • Client has 2 data centers and would like to know if they can have to active appliances

Details

  • The license does not support having two appliances. It is recommended to put the eyeglass appliance on the cold site if you have a hot-cold configuration. If you have a hot-hot configuration then you can put it on either location. It is not recommended to have two active appliances as it would cause some issues due to both appliances accessing the same clusters.


System With large number of quotas

Description

  • Client has more than 10000 quotas

Resolution

  • It is recommended to increase memory (RAM) on the virtual machine 8G to 16G


Software downgrade procedure

Description

  • Only use if directed by technical support

Resolution

  • Please follow the following procedures is to remove and reinstall Eyeglass:

             service sca stop

           ps aux | grep sca

           zypper rm eyeglass_*

           zypper in eyeglass_*


Rollback to previous release from patch

Description

  • If logs are seeing the timeout error

Resolution

  • Please follow the step to roll back to the previous release:

1. ssh to the Eyeglass appliance and sudo to root (command sudo su -) or login to the appliance as root.

2. Type 'service sca stop' to stop the Eyeglass service.

3. Once the prompt returns, type 'ps aux | grep sca' and confirm that service has indeed stopped and no process is returned.

IMPORTANT: If process has not stopped do not proceed with the rollback. Please open a ticket at support.superna.net to request assistance.

4) Remove the patch release

zypper rm eyeglass_*

5) Install the previous release

zypper in eyeglass_*


Rollback to previous release from patch (offline)

Description

  • Eyeglass is still having issues after an installed patch and does not have access to the internet.

  • IMPORTANT: Only perform if directed by technical support.


Resolution

  • Please follow these steps to roll back to a previous release:

  1. Click here to download the latest offline installer (found in the "File downloads for Offline patching" column).

  2. Use an FTP client to download the offline installer onto your Eyeglass Virtual Machine. Be sure to keep a note of the file's directory.

  3. Login to the appliance console as root.

  4. The Eyeglass service must be stopped. Enter the following command to do this:
    > service sca stop
    To confirm the service has stopped, execute the command:
    > ps aux | grep sca
    If no processes return, the service has successfully stopped.
    IMPORTANT: If the process has not stopped, do not proceed with the rollback. Please open a ticket at support.superna.net to request assistance.

  5. Next, we must disable the repositories. To check the status of them, type:
    > zypper lr
    If any of the repositories are enabled, enter the following commands to disable them (otherwise move onto the next step):
    > zypper mr -d eyeglass-1.2
    > zypper mr -d openSUSE_13.1_OSS
    > zypper mr -d openSUSE_13.1_Updates
    To ensure the repositories have been disabled, enter the following command again:
    > zypper lr

  6. We must now remove the current release. Enter the command:
    > zypper rm eyeglass_*
    Note: There will be warnings. These may be ignored.

  7. To complete the rollback, change directory to where the downloaded file is:
    > cd <location_of_file>
    Then, you must change the permissions of the downloaded file and finally, install it (be sure to include the file's extension):
    > chmod 755 <name_of_file>
    > ./<name_of_file>

  8. Finally, type the following command to ensure the Eyeglass service is active again:
    > service sca status






Install the language patch offline on eyeglass appliance


  1. You need to download the file first, copy the follolwing url on your broswer http://mirror.its.dal.ca/opensuse/update/13.1/x86_64/glibc-locale-2.18-4.35.1.x86_64.rpm

  2. The file is going to be downloaded automatically.

  3. You need to have SCP application “like WinSCP” to Transfer the file and drop it into the Eyeglass appliance.


  1. After the download is done, ssh to Eyeglass appliance.

  2. Login as root , to login as a root type sudo su.

  3. Disable all of the Eyeglass repo , to do that type zypper -mr - d  “Alias name” on the command line.

  4. To check that appliance repo has been disabled type zypper -ls .Enabled column should be No.

  5. Use zypper utility to install the locale package glibc-locale , run zypper in the same file location where the file located.  

  6. After installation is complete type the command YaST2, The YaST2 configuration utility opens.

  7. From YaST2 go to language option and click on it.


  1. Use the down arrow to highlight System.

  2. Then right arrow and down arrow to highlight Language.

  3. Use Enter key to select.  The YaST2 language window opens

  1. Search for the French language and check the box beside it and wait until installation done.

  2. Use the up and down arrow to scroll through the languages list and select the desired language.  For example, French.

  3. Enter to select.

  4. Use the Tab key to highlight Details

  5. Set :  Locale Settings for User root = ctype Only

                     Use UTF-8 Encoding (must be selected)

  1. Tab OK and exit from YaST2

  2. Tab Quit to exit to main window.

  3. To verify the change sudo to sca user and the type the locale command  

  4. The new language code will appear after type locale if it’s successfully installed .



System With large number of quotas VM Configuration

Description

  • Client has more than 10000 quotas

Resolution

  • It is recommended to increase memory (RAM) on the Eyeglass virtual machine and double the RAM to 16G


Software downgrade procedure

Description

  • Only use if directed by technical support

Resolution

  • Please follow the following procedures is to remove and reinstall Eyeglass:

            service sca stop

          ps aux | grep sca

          zypper rm eyeglass_*

          zypper in eyeglass_*


Rollback to previous release from patch

Description

  • If logs are seeing the timeout error

Resolution

  • Please follow the step to roll back to the previous release:

1. ssh to the Eyeglass appliance and sudo to root (command sudo su -) or login to the appliance as root.

2. Type 'service sca stop' to stop the Eyeglass service.

3. Once the prompt returns, type 'ps aux | grep sca' and confirm that service has indeed stopped and no process is returned.

IMPORTANT: If process has not stopped do not proceed with the rollback. Please open a ticket at support.superna.net to request assistance.

4) Remove the patch release

zypper rm eyeglass_*

5) Install the previous release

zypper in eyeglass_*


Eyeglass - Alarm Info error AEC A created entry already exists: File exists

Description

  • If you encounter with a above error message, it means that the share already exists in the target cluster and the add share option in the API was used versus the update command.  This can happen when inventory does not complete on the target cluster

Resolution

  • Disabled jobs which contains above error message and then delete all shares on the target cluster associated with file paths, and then enabled it.


Eyeglass - How recover from a complete cluster loss at a site?

Description

  • What things are needed to rebuild an entire Isilon cluster?  

    • Cluster reports document all settings on the cluster to rebuild it manually from the cluster config report.  

  • What steps are needed to use EyeGlass to restore a cluster that has been either destroyed or is no longer usable?  

    • ​Failover to the DR cluster is the first step, rebuild a new array from cluster report on Eyeglass would be 2nd step, followed by SyncIQ on DR cluster to source cluster to get the data and configuration synced back (shares, exports, quotas).  Since Eyeglass protected this data already on the DR cluster, replicating back after primary cluster is rebuilt is straightforward in Eyeglass simple create the SyncIQ policies to replicate the data back to the new cluster, delete old cluster from Eyeglass, add new rebuilt cluster to eyeglass. Config data will be replicated back.  ​

  • Are there files on the Isilon that we need to backup outside of EyeGlass?

    • Eyeglass syncs the main configuration data that is for sharing data (and Quotas)​,  The cluster configuration report records cluster unique data needed to rebuild the cluster (its not for sharing data) but needed for networking, ip pools and disk management and protection setup.     We have roadmap to store config data to apply to a new cluster but will still focus on key data sharing configuration vs 100% of the cluster config that is typically unique to a cluster.


Eyeglass - How to remove old SyncIQ Job reports from the cluster?


Use this procedure to limit the number of reports that Eyeglass is retrieving if too many reports exist on the cluster to load the database.

Please do the following procedure to allow reports to load more quickly.

1.     Open an SSH connection on any node in the cluster and log in using the "root" account.

2.     Run the following command to view the total number of reports:


find /ifs/.ifsvar/modules/tsm/sched/reports/ -name "report-[0-9]*.gc" | wc -l


Output similar to the following appears, indicating the number of reports returned from the command:


2004

3.     Run the following command to limit a specific set of reports for an individual SyncIQ policy to 500, where <policy_name> is the name of the policy:


isi sync policies modify --policy=<policy_name> --report-max-age=4W --report-max-count=500


For example, the following command limits all reports for the local-copy policy that are older than 4 weeks or that amount to more than 500:


isi sync policies modify --policy=local-copy --report-max-age=4W --report-max-count=500

4.     Run the following command to delete any older or excess reports:


isi sync reports rotate

5.     Refresh the OneFS web administration interface.



How to backup Eyeglass Database to external disk

Eyeglass backup and restore procefure is located here http://documentation.superna.net/eyeglass-isilon-edition/tech-notes/eyeglass-backup-and-restore


But many customers want to backup Eyeglass to a backup location external to the appliance.  This procedures allows customers to use eyeglass scripts to create a zip archive and then script it to store a copy external to Eyeglass.


Procedure

Backup Script can use the following steps to

  1. Login to your Eyeglass appliance.

  2. Open SSH client program ( such as PuTTY).

  3. login with admin user and password with SSH client to the same IP address as your Eyeglass appliance.

  4. sudo -s (to login as root)

  5. Assuming you are in the /home/admin directory, follow the commands listed below.

  1. Command ‘cd /opt/superna/bin’

  2. Command ‘ ./create_troubleshooting_archive.sh’

  3. Once you run this command it outputs the archive with name and date stamp as shown above.

  4. A customer written script can run the create_troubleshooting_archive.sh command to create a backup and then copy this backup file to remote file system using scp or NFS mount option.

  5. The customer supplied script can use cron to run this cron a regular basis on a running Eyeglass system.







Eyeglass Yast initial installation interrupted or exited before finishing


Description


After deployment finish, you can’t access the eyeglass appliance through your browser , however you can SSH to It . This happens due to a mistake during the deployment when you abort Yast configuration and go back to it ,using command line (yast2) in the root.


Resolution

Either by executing these points below or redeploy the Eyeglass appliance .

If service lighttpd status indicates that lighttpd is not running, and service lighttpd start fails to start lighttpd, do the following:  (check using this procedure:  login as admin via ssh, sudo -s, then “service lighttpd status”, if it shows that it’s not in running state then follow steps below)


1. Check for the presence of ssl.pem and ssl.pub in the /opt/superna/sca/.secure/ directory.\


2. If those files are not found:


   chmod 755 /studio/suse-studio-custom

   touch /etc/init.d/suse_studio_firstboot

   /studio/suse-studio-custom

   service lighttpd start




How to Join Active Directory Domain in Isilon OneFS


To Join the Active Directory in isilon cluster use the following command line steps :


1. Before adding the cluster to the domain verify the DNS setting first, make sure that the cluster is on the right DNS.





2. SSH to isilon cluster login as a root and type the following command:

isi_classic auth ads join --domain=<domain name> --user=<user name>  --password=<password>  to join the domain, should see a  successful join the domain message at the end of the command line.



3.Then type :  isi auth refresh

4. To check the status type :  isi_for_array -s isi auth status



5. type isi auth ads spn check --domain=<domain name>

to check there is no missing SPNs found.




6. type isi auth ads list  to verify that your cluster is joined the domain and its status is online.



Done!



note

How to reduce the the number of SyncIQ report per policy for RPO reporting


1.     Open an SSH connection on any node in the cluster and log in using the "root" account.

2.     Run the following command to view the total number of reports:

find /ifs/.ifsvar/modules/tsm/sched/reports/ -name "report-[0-9]*.gc" | wc -l

Output similar to the following appears, indicating the number of reports returned from the command:

2004

3.     Run the following command to limit a specific set of reports for an individual SyncIQ policy to 500, where <policy_name> is the name of the policy:

isi sync policies modify --policy=<policy_name> --report-max-age=4W --report-max-count=500

For example, the following command limits all reports for the local-copy policy that are older than 4 weeks or that amount to more than 500:

isi sync policies modify --policy=local-copy --report-max-age=4W --report-max-count=500

4.     Run the following command to delete any older or excess reports:

isi sync reports rotate

5.     Refresh the OneFS web administration interface.



Instructions to Upgrade Eyeglass


IMPORTANT:

  • Eyeglass operation will be interrupted briefly during Upgrade for an Eyeglass service restart

  • It is recommended to take a VMware snapshot to backup the Eyeglass appliance prior to applying an update.

  • For Eyeglass updates, when more than one Eyeglass package update is available they all must be applied as there may be dependencies between the packages requiring all updates for Eyeglass to function properly. (Eyeglass packages begin with "eyeglass" in the package name.)  If prompted, you must also say yes to external dependencies.


Online Upgrade

Follow the procedures in the following link to successfully complete an online upgrade.

Offline Upgrade

Follow the procedures in the following link to successfully complete an offline upgrade.

Files Required for Offline Upgrade

The link provided is the location for the files required for a successful offline upgrade.





Create and Install a signed certificate on the Eyeglass Appliance

Create certificate in Eyeglass appliance

  1. First create a configuration file named “ openssl_igls.cnf “ in Eyeglass Appliance. Below is an example:
    [ req ]
    default_bits = 2048
    prompt = no
    encrypt_key = no
    default_md = sha256
    distinguished_name = dn
    req_extensions = v3_req

    [ dn ]
    CN = isi81igls.superna.local
    emailAddress=support-team@superna.net
    O = SUPERNA
    OU = Support Team
    L = Ottawa
    ST = Ontario
    C = CA

    [ v3_req ]
    subjectAltName = @alt_names

    [ alt_names ]
    DNS = superna.local
    DNS = *.superna.local

  2. Now, create a self-signed certificate using the following command in Eyeglass Appliance:
    openssl req -new -config openssl_igls.cnf -keyout isi81igls.key -out isi81igls.csr

  3. Use the following command to verify the certificate:
    openssl req -text -noout -verify -in isi81igls.csr

  4. Take the verified CSR file to your CA server to get it signed. Once you have the file signed, copy it back to Eyeglass Appliance using any secure FTP client and install using the steps below.

Install the signed certificate in Eyeglass appliance



  1. locate the private key and certificate, the file should have a private X509 key and certificate signed by a trusted certificate authority. as it it must be X509 Certificate.

  example :   eyeglass.key and eyeglass.crt  for certificate.


  1. Login to eyeglass as root (or sudo to root) , then upload the certificate files to eyeglass you may use winscp

  1. Strip the password from the key using openssl rsa -in <privateKey.pem> -out <newPrivateKey.pem>



  1. use the following command to install the new certificate on eyeglass.   


 scacli replace-certificate --privateKey=<path/key> --certificate=<path/key>


The command below is an example:

scacli replace-certificate --privateKey=/tmp/private/ca.key.pem  --certificate=/tmp/certs/ca.cert.pem


Make sure to use the correct path.

  1. Edit the ssl certificate file in eyeglass.

cd /opt/superna/sca/.secure

mv ssl.pem ssl.pem.orig

cat ssl.pem.orig ssl > ssl.pem


  1. To activate the installed certificate service need to be restart the Lighttpd server

service lighttpd restart


  1. Now click on the https in the address bar to see details of certificate,to make sure you are using the right one.  



DNS Requirements for Security with Eyeglass UI  


Eyeglass uses self signed certs for login to a webUI.  Isilon also uses self signed certs.  The cert includes a FQDN host name in the cert.    This affects login to eyeglass AND when adding clusters to Eyeglass even though an ip address is entered.


Best Practice:  Ensure forward and reverse lookup addresses exist for Eyeglass and Isilon clusters managed by Eyeglass.

  1. When a cluster as is added to Eyeglass the following happens.

  2. IP address is written to a file and Eyeglass connects to REST api on port 8080 over https.  It does NOT use the FQDN or hostname in the self signed cert returned by the cluster

  3. Java TLS https functions validates the hostname in the cert using a DNS forward and reverse lookup of the clusters hostname entry found in the cert.  This is normal TLS security function.

  4. It’s important to ensure DNS is accurately set up with forward and reverse lookup values for TLS to correctly validate the host record in the CERT.  Incorrect DNS forward or reverse lookup can cause Eyeglass to be passed IP address that was not expected during inventory functions.







Configuring Private DNS for Highly Available Name Resolution


This solution can be used in lab scenario’s where DNS is not fully setup or available to resolve clusters, smartconnect zones used in SyncIQ policies or scripting engine automation for resolving hosts reliable without and dependency on external DNS servers.  This would be important if DNS servers are impacted by a DR event and name resolution impacted Eyeglass operations.


This is done with DNSmasq OS utility and editing the /etc/hosts file to put all critical DNS entries for DR resolution into the hosts file and then using external DNS for non mission critical name resolution.  dnsmasq configuration options

Names to add the hosts file include:

  1. All FQDN’s smartconnect zones used for SyncIQ  target cluster values to dedicate IP pool and smartconnect zones for SyncIQ between clusters (add all zones).

  2. cluster reverse lookup names example cluster ip address of 172.31.1.104

    1. hosts entry would be = 172.31.1.104     104.1.31.172.in-addr.arpa

    2. Note: each cluster should be added using this syntax as TLS negotiation issues reverse lookups as part of the security handshake process.  This entry will locally answer this query and avoid DNS lookups.  It can also be used when no DNS is NOT available to resolve the query and avoids DNS query timeouts typically 10s per query per DNS name server added to the appliance. Each API request to a cluster is a TLS request that incurs a reverse lookup for security purposes.   This is ONLY an issue if BOTH DNS servers added to Eyeglass are unreachable for ANY query i.e. IP routing issue to BOTH listed DNS servers fails, they will timeout.

  3. Hosts that are configured for Script Engine mount automation scripting, should have entries in the /etc/host file to ensure name resolution does not block failover of the host mounts.  If any script uses SSH or other API calls to remote hosts, they should be added to the local /etc/hosts file.



Prerequisites:


  1. dnsmasq package added (see below)

Configuration Steps:

  1. SSH to Eyeglass as admin, sudo -s (or use Webshell on Eyeglass menu)

  2. zypper install dnsmasq (answer yes)

  3. run yast and edit network settings for the NIC card to change DNS server to 127.0.0.1 (if a second DNS server listed remove it)

  4. using vi edit (/etc/resolv.conf) (want a better editor? “ zypper install pico”) then use pico filename

    1. add after the first name server, any name server that can be used as backup for other non - critical DR name resolution.   Note: for online upgrades and OS security patches, a public name server resolution path must exist to resolve internet names.

    2. /etc/resolv.conf

    3. nameserver 127.0.0.1 (mut be first)

    4. nameserver 192.168.1.250 (can be any corporate DNS) fall back if local /etc/hosts does not have a match

  5. using pico edit /etc/hosts to add entries as required that are outlined above as examples

  6. After changing values dnsmasq must be restarted

    1. systemctl restart dnsmasq

    2. Note: dnsmasq can cache queries from external DNS servers both positive responses and negative i..e name not found for faster name resolution.   In addition, providing local name resolution management, with external lookups,  values are cached in RAM allowing for known values to be referenced many times without needing to query external name servers.  This is useful for OS security repositories, Eyeglass repositories

  7. Optional:  To test dnsmasq is working as expected do the following steps before moving into production use with dnsmasq.

    1. pico /etc/dnsmasq.conf

    2. find “log-queries”

    3. remove # comment

    4. Then add this line below it

    5. “log-facility=/var/log/dnsmasq.log” (don’t use quotes, only to show the full line)

    6. save the file

    7. restart dnsmasq with “systemctl restart dnsmasq”

    8. Note: This step assumes you have edited your hosts file as per above before you test.

    9. tail -f /var/log/dnsmasq.log

    10. In another terminal session query a value that is in the /etc/hosts file with nslookup.  Example output below on a reverse lookup response,  If you don’t see the response coming from/etc/hosts then the syntax is not correct.  Correct it and restart and retest.

    11. NOTE: if you query and do not get a positive response from /etc/hosts OR external DNS, you have just cached a negative response on the host.  This looks like:

      1. Dec  5 16:45:09 dnsmasq[2572]: query[A] SIQ-DR.ad1.test from 127.0.0.1

      2. Dec  5 16:45:09 dnsmasq[2572]: cached SIQ-DR.ad1.test is NXDOMAIN

    12. A good query looks like this

      1. dev:/etc # nslookup 172.31.1.105

      2. Server: 127.0.0.1

      3. Address: 127.0.0.1#53


      4. 105.1.31.172.in-addr.arpa name = 104.1.31.172.in-addr.arpa.

    13. AND dnsmasq file looks like this:

      1. Dec  5 16:47:12 dnsmasq[2572]: query[PTR] 105.1.31.172.in-addr.arpa from 127.0.0.1

      2. Dec  5 16:47:12 dnsmasq[2572]: /etc/hosts 172.31.1.105 is 104.1.31.172.in-addr.arpa


HOW TO CHANGE THE EYEGLASS APPLIANCE HOSTNAME



Prerequisites:


  1. N/A

Configuration Steps:

  1. SSH to the Eyeglass as admin

  2. Default password is 3y3gl4ss

  3. sudo su

  4. password is 3y3gl4ss

  5. yast lan

  6. TAB it to Edit and press Enter

  7. TAB it to Hostname and change it to whatever name you want without any dot

  8. TAB it to Next and press Enter

  9. Click on right arrow to select Hostname/DNS

  10. TAB it to Hostname and change it to the same new hostname whatever you put in step 7

  11. TAB it to Ok and press Enter

  12. Done.


HOW TO Disable SSLv3 on Lighttd Web Server


Follow these steps if SSLv3 should be disabled on appliances running 1.5.   

  1. Login with ssh admin@x.x.x.x

  2. Sudo -s

  3. Type admin password

  4. Open with vi /etc/lighttpd/lighttpd.conf

  5. Search for this directive ssl.engine = "enable"directive

  6. Then add these directives

    1. ssl.use-sslv2          = "disable"

    2. ssl.use-sslv3          = "disable"

    3. Then save and quit

  7. Systemctl restart lighttpd  (this restarts the service)

  8. Now Test SSLv3 is disabled using this procedure

  9. openssl s_client -connect x.x.x.x:443 -ssl3

    1. Output on failure to connect should look like below

    2. CONNECTED(00000003)


    3. 139648151238288:error:14094410:SSL routines:SSL3_READ_BYTES:sslv3 alert handshake failure:s3_pkt.c:1293:SSL alert number 40


HOW TO REPLACE SELF SIGNED CERTIFICATE ON EYEGLASS APPLIANCE


The following procedure can be used to generate a new self signed certificate and apply it on the Eyeglass appliance.

Prerequisites: None

Configuration Steps:


Note: There will be an Eyeglass service interruption when performing this procedure.

  1. SSH to the Eyeglass as admin

  2. Default password is 3y3gl4ss

  3. sudo su  (to root)

  4. Default password is 3y3gl4ss

  5. systemctl stop sca

  6. systemctl stop lighttpd

  7. mv /opt/superna/sca/.secure/ssl.pem /tmp/ssl.pem.old

  8. /opt/superna/bin/create_ssl_keys.sh /opt/superna/sca/.secure/ssl

  9. chown sca.users /opt/superna/sca/.secure/*

  10. systemctl start sca

  11. systemctl start lighttpd

  12. Done.