Overview
This article describes how to solve an issue in which the device is unresponsive on both SSH and WebUI when it was previously accessible.
Information
If an Exinda appliance has become unresponsive on both SSH and the WebUI when it was previously accessible, this indicates that there is a problem with the device.
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SSH can present one of many errors:
- Connection refused
- The connection has timed out
- A blank screen instead of an error message.
- The WebUI can also present several different errors:
- This site cannot be reached
- The connection has timed out
- If the management port replies when pinging the device, this implies that it is not a network outage or problem.
- If the following happens upon reboot, then there is an unaccounted period where the Exinda is not logging anything:
- Gaps in long graphs.
- The message (log) file has a gap in time.
Diagnosis
A user may face the issues listed above although the device was previously accessible through both WebUI and SSH. This situation implies that the management port, or whichever specific port Exinda uses for management activities, is unresponsive, even if it is replying on a network level. This situation can be because of the reasons listed below.
- The host CPU is 100% busy and cannot process any more involvement.
- The management process has crashed and has not restarted.
- The hard drive has sustained a failure.
If the WebUI displays the Exinda background and a message that says either Session No Longer Valid or Device Temporarily Unavailable, then the management port is active and unrelated to this situation.
If SSH is unavailable, but the WebUI gives a message that is specific to Exinda, it means that something else is preventing a connection to it although the management port is up and reachable. Alternatively, the device is in a state that is unwilling to accept new connections.
Process
Follow the steps below if WebUI is inaccessible.
- Test to see if the CLI is accessible through an SSH connection.
- If it is accessible generate a system diagnostic and restart the appliance. This can be done from the
config#prompt using the debug generate dump and reload commands. - If it is not accessible, then reboot using either the IPMI interface or with the assistance of an on-site resource.
- If these efforts are not successful, then contact Exinda Support, and they will determine what additional steps can be taken.
Additional Information
- If the WebUI is slow, try turning off the optimizer to see if the traffic is getting caught in a policy which is getting throttled.
- If the WebUI is slow or completely unreachable but traffic is not throttled, either connect to the device via IPMI or console into the device to see if there are any hardware errors. It is recommended you do this before rebooting the device as the errors seen on the console could be crucial in determining the issue.
- If there are no errors, attempt a reboot of the device at a convenient time. If after the reboot, slowness persists, contact Exinda TAC for assistance.
Priyanka Bhotika
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