Veritas Appliance

Quick Reference Bulletin

Hot-swappable Disk Drives Replacement: NetBackup 5240 Storage

Shelf
Document Number: 157
Version: 4.0 (7/04/2016)

Purpose
This document describes the process for replacing a hot-swappable disk drive in the Veritas Storage
Shelf for the NetBackup 5240 Appliance.

Affected storage shelves

NetBackup 5240 Storage Shelf
The NetBackup 5240 Storage Shelf is a 2U12 drive enclosure that contains twelve 6TB 7200 rpm
SAS hard disk drives, for a backup storage capacity of 49TBs. Each disk drive can be accessed from
the storage shelf's front panel. An embedded RAID controller is used to configure the disk drives into
a RAID 6 configuration. One of the disk drives is reserved as a hot spare.

NetBackup 5240 Storage Shelf front view

Figure 1

NetBackup 5240 Storage Shelf rear view

Figure 2

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 QRB 157 Disk Drive Replacement: NetBackup 5240 Storage Shelf

Onsite Policies and Procedures

Service-level agreements for Veritas appliances
Veritas’s customers have either Next Business Day on-site or Four-hour on-site service-level
agreements (SLAs). Customers expect us to meet these SLAs, as any delays may cause potentially
serious setbacks to their business. Some customers may even incur financial penalties if they have
disruptions to the operation of their servers.

Electrical safety
The static discharged by human bodies can damage static-sensitive components on the boards.
When installing and maintaining the equipment, observe appropriate electrostatic safety precautions
to prevent personnel injuries or device damage.
When operating a device in an electrostatic sensitive area, you must take electrostatic-discharge
(ESD)-preventive measures. These include wearing ESD-preventive gloves, an ESD-preventive wrist
strap, and ESD-preventive clothes to avoid personnel injury or device damage.
To prevent damage to the device, pay attention to the following during operations:
• Do not touch devices with bare hands because ESD from the human body may damage the
electrostatically sensitive elements on a board.
• When dealing with the server or any of the internal components, wear an ESD-preventive wrist
strap, ESD-preventive gloves, and ESD-preventive suit.
• If the system must be removed from the rack for servicing, place the system on an anti-static
blanket or surface before any repair. Use appropriate ESD-preventive bags when picking up,
putting down, and transporting equipment or parts.

How to manage the service event

Before you arrive at the site:
• Confirm the component type and location to be replaced from the work order.
• Validate the serial number of the appliance to repair and confirm that it matches the work order.
If not, escalate immediately to the Veritas Field Service Coordinators.
• Identify any specific site restrictions. Strictly adhere to all customer security restrictions and data
center policies.
• Contact the Veritas Field Service Coordinators immediately if:
• The service SLA cannot be met.
• The customer asks for a service that differs from the work order.
• You encounter difficulties entering the customer’s data center.
Once you are at the site:
• Follow all the data center policies and guidelines as prescribed by the customer.
• Confirm your arrival by your mobile device and call the Veritas Field Service Coordinators.
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• Contact NCR CallOne if the component that has arrived is not the one that is needed.
Scope of responsibility:
• Locate the part to be replaced. The drop-off location may be at a central shipping dock, the front
office, or with the customer. The location needs to be obtained before you enter the data center.
• Follow the instructions that were provided either in the work order or by the customer for accessing
the data center and locating the appliance.
• You are not responsible for any configuration changes, firmware updates, or any other software
changes.
• Contact the Veritas Field Service Coordinators for additional instructions if the prescribed work
order does not appear to match the state of the system. Also contact the Veritas Field Service
Coordinators if there is any uncertainty about what maintenance is to be performed. For example:
• No obvious indicators of apparent hardware failure exist.
• The customer does not have the system in a state to provide service (e.g. the system has to
be taken offline, but is still running).
• The customer asks you to perform work other than what was described in the work order.
• The repair does not appear to fix the issue, or the customer is not satisfied that the problem
is resolved.
• Identify and replace the failed component.
Before you leave the site:
• Ensure that the replacement is functional.
• Call the Veritas Field Service Coordinators to confirm that the replacement was successful.
• Confirm with the customer that they are satisfied with the repair. If the customer is not available,
contact the Veritas Field Service Coordinators.
• Note the serial number of the failed component and the new component (the serial number of the
new component is on the shipping container).
• Send an email to NCR CallOne to provide the serial numbers repaired. Use the following format:
Old s/n: xxxxxx, new s/n: xxxxxx
• Place the faulty component in the box that was used to ship the new component.
• Place the label on the box, mark the work order number on the box label, and return the box per
your normal parts reverse logistics.
• Make sure that there is no trash left in the area and that the worksite is left clean.
Once you leave the site:
• Perform the normal work order closure routine.

How to begin
Before you begin a hardware service procedure:
• Confirm the component type to be replaced and the location of the device.
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• Record the serial number of the device that you want to repair.
• Ensure that the replacement is not damaged.
• Note the serial number of the failed hardware component and the new component. The serial
number of the new component is on the shipping container. Use the following format:
• Old s/n:_______
• New s/n:______
• Keep the shipping materials that came with the new part.

Hardware part replacement procedure

Removing and replacing a disk drive
This section describes how to remove and replace a hot-swappable storage disk drive together with
its carrier in a NetBackup 5240 Storage Shelf.

Requirements
• 6-TB hot-swappable disk drive with its carrier for NetBackup 5240 Storage Shelf
• A T10 screwdriver

• ESD wrist strap

Caution: You must complete a drive swap within two minutes. Leaving the drive slot open for longer
than two minutes can result in the appliance overheating and cause other components to fail.

Caution: Swap one drive at a time only. Removing more than one drive at one time can affect system
functionality.

To locate and identify the appliance that has the faulty disk drive
1 Have the customer take you to the unit with the failed component.
2 Verify that the storage shelf is the unit identified in the work order.
• If the work order provides the appliance serial number, verify that the serial number on the
work order matches the serial number on the appliance that the storage shelf is connected
to.
On a NetBackup 5240 appliance, the serial number begins with the letters VTAS, and is located
on a label on the rear panel of the appliance.

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• If the work order provides the storage shelf serial number, verify that the serial number on the
work order matches the serial number on the storage shelf. The storage shelf serial number
is located on a white tab on the left side of the rear panel, between the left-hand power supply
and the chassis case. Pull out the tab to display the serial number.

Contact the Veritas Field Service Coordinators if the correct drive cannot be identified.
3 In the front panel, check the status of both LEDs. The activity LED is the top of the two LEDs on
the disk drive face plate and the fault LED is the bottom one.

Release Button

Drive Carrier Unlock Key Drive Capacity

Activity LED

Fault LED

The disk drive is working properly in either of the following situations:

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• The activity LED is on and the fault LED is off.

• The activity LED is on and the fault LED flashes on for one second and then flashes off for
one second.
The disk drive is not working properly in any one of the following situations:
• The activity LED is on and the fault LED is on.
• The activity LED is off and the fault LED is on.
• The activity LED is on and the fault LED flashes on for three seconds and then flashes off for
one second.
4 Use the slot map below to verify that the failed drive is drive identified in the work order.

0 1 2 3
4 5 6 7
8 9 10 11

To remove a storage shelf hot-swap disk drive

1 Put on an ESD-compliant wrist strap or take other ESD-protective measures.

Note: The static discharged by human bodies can damage static-sensitive components on the
boards. When installing and maintaining the equipment, you must observe appropriate electrostatic
safety precautions to prevent personnel injuries or device damage.

2 Remove the front bezel. Grip the bezel on the sides and pull it from the appliance.
3 Locate the drive that you want to replace. Check the status of both LEDs.

Release Button

Drive Carrier Unlock Key Drive Capacity

Activity LED

Fault LED

The disk drive is not working properly in any one of the following situations:
• The activity LED is on and the fault LED is on.
• The activity LED is off and the fault LED is on.

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• The activity LED is on and the fault LED flashes on for three seconds and then flashes off for
one second.
If you cannot identify the faulty drive, contact the Veritas Field Service Coordinators before you
proceed.
4 If the drive carrier is locked, unlock it by using the T10 screwdriver to rotate the drive carrier unlock
key to the left till the red lock icon is no longer visible.

5 Push the release button to the right-hand direction to release the disk drive lever.

6 Once the latch opens, hold the drive carrier lever and pull it open completely. Allow the drive to
spin down, which may take about 30 seconds.

7 Hold the drive carrier and part of the disk drive, and gently slide the faulty disk out of the slot.

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Caution: You must complete the hard disk drive swap within two minutes. Leaving the disk drive
slot open for longer than two minutes can result in the appliance overheating and cause other
components to fail.

8 Place the faulty disk in an ESD-protective bag.

To install a storage shelf hot-swap disk drive
1 Put on an ESD-compliant wrist strap or take other ESD-protective measures.

Note: The static discharged by human bodies can damage static-sensitive components on the
boards. When installing and maintaining the equipment, you must observe appropriate electrostatic
safety precautions to prevent personnel injuries or device damage.

2 Remove the replacement drive from the ESD-protective wrapper.

3 Verify that the capacity of the drive is the same as the capacity of the drive that is being replaced.
The capacity of NetBackup 5240 Storage Shelf drive is 6-TB.
If the drive capacity does not match, contact the Veritas Field Service Coordinators.
4 Unlock the drive carrier unlock key if needed by using the T10 screwdriver to rotate the drive
carrier unlock key to the left till the red lock icon is no longer visible.
5 Press the release button to release the lever.
6 Pull the lever open completely.
7 Insert the replacement drive to the correct slot and gently slide it into the slot completely.

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8 Close the lever to secure the drive carrier in the slot. The carrier clicks when contact is secure.
9 Lock the drive carrier by using the T10 screwdriver to rotate the drive carrier unlock key to the
right until the red lock icon is visible.

10 Check the status of the LEDs on the drive that you replaced. The activity LED is on when the
connection is good. After a short period, the fault LED flashes one second on and one second
off to indicate that the rebuild is in progress.

If the activity LED is off, contact the Veritas Field Service Coordinators.
11 Contact the customer and confirm that they are satisfied with the repair. If the customer is not
available, contact the Veritas Field Service Coordinators.
After completing the hardware replacement procedures, Veritas recommends that you do the following:
• Remove all boxes and shipping containers from the installation area.
• Recycle materials as much as possible.
• Return any equipment or tools as needed.