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13531 discussions

Does anyone know if the dedup is across the entire aggr or just the volume in 7.3.x?
by Page, Jeremy 07 Dec '09

07 Dec '09

Does anyone know if the dedup is across the entire aggr or just the volume in 7.3.x? I'd like to break up my VMware environment so we have a volume per service (so SQL Warehouse volume, Call Center etc). This would be nice because we could delegate the rights to them, move them around if specific apps required more IO and aid in troubleshooting. The question I have is will this kill our dedup percentages? Please be advised that this email may contain confidential information. If you are not the intended recipient, please do not read, copy or re-transmit this email. If you have received this email in error, please notify us by email by replying to the sender and by telephone (call us collect at +1 202-828-0850) and delete this message and any attachments. Thank you in advance for your cooperation and assistance. In addition, Danaher and its subsidiaries disclaim that the content of this email constitutes an offer to enter into, or the acceptance of, any contract or agreement or any amendment thereto; provided that the foregoing disclaimer does not invalidate the binding effect of any digital or other electronic reproduction of a manual signature that is included in any attachment to this email.

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SMVI 2.0 problem
by steve klise 02 Dec '09

02 Dec '09

ok, scratching my head here... I just upgraded the new SMVI 2.0 with file level restore.. HURAYY.. Its only been a year, but I guess you cant rush perfection. I was previously running 1.2 and have the typical wait time errors, but for the most part is successful. Specs: ESX vshpere 4.0 (non 4i flavor) SMIV 2.0 (installed on VMWare VIC physical server) 6040's DOT 7.3.11 FC HP DL380s G5(for now) problem: When I try and do a single file restore via self service option, (to and from the same VM guest), I go to select the vm in the restore agent from the guest OS, I press OK. Then I get an error: Failed to retrieve backupList fro the source guest. And I only have an OK button. i have tried from multiple guest os'es. Same result. I looked in the log, and this is just before the popup I get: at RestoreAgentWCFSvc.RestoreAgent.GetBackupsAndDisks(GuestIdentifier guest, List`1& backupRootedHierarchy, List`1& diskRootedHierarchy, Exception& exFromHyperVisor) then the error in the log.. 11/23/2009 01:31:48:154 (PID:01684 ,TID:00006): Failed to retrieve backupList for the source guest Any help is appreciated.. -- View this message in context: http://old.nabble.com/SMVI-2.0-problem-tp26486178p26486178.html Sent from the Network Appliance - Toasters mailing list archive at Nabble.com.

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Some disks showing as 0.0GB 0B/sect (Found in scan)
by Keith Howlett 30 Nov '09

30 Nov '09

Hi, I am in the final stages of decommissioning a pair of FAS3020 filers and have been running the disk sanitize commands to erase all our data before the systems go back to NetApp (trade in deal as part of the purchase of a FAS3140) . They are no longer on support so I can't open a case with NetApp. During the execution of the disk sanitize command to clear the final few discs it hung at 9% completed, and would not proceed beyond that. All activity on those specific disks had ceased. If I run a sysconfig -a they now report as 0.0GB 0B/sect (Found in scan) I have tried the privileged command disk unfail -s <diskname> (which I have used to clear BAD_LABEL faults) but the system now reports the disks as not being found. A reboot has made no difference. The only item I could find in the NetApp KB was around software based disc ownership, but we do not have software ownership enabled on the disks/filers. Whilst I could just ship it back to NetApp as it is, I would like to get the discs back online to complete the disk sanitization process. I have tried moving the failed disks to another shelf, but the fail remains so it is the disks and not the shelf. Any ideas ? Thanks Keith ________________________________ Sophos Plc, The Pentagon, Abingdon Science Park, Abingdon, OX14 3YP, United Kingdom. Company Reg No 2096520. VAT Reg No GB 348 3873 20.

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RE: Power change 110 to 208v without downtime
by Learmonth, Peter 24 Nov '09

24 Nov '09

It works. I've done it. Gotta check on support. -----Original Message----- From: Page, Jeremy <jeremy.page(a)gilbarco.com> Sent: Monday, November 23, 2009 12:48 PM Cc: toasters(a)mathworks.com <toasters(a)mathworks.com> Subject: RE: Power change 110 to 208v without downtime Let us know if it works :-) ________________________________ From: owner-toasters(a)mathworks.com [mailto:owner-toasters@mathworks.com] On Behalf Of Kevin H. Schoener Sent: Monday, November 23, 2009 3:25 PM To: Bill Holland; Suresh Rajagopalan Cc: toasters(a)mathworks.com Subject: RE: Power change 110 to 208v without downtime ..shouldn't be a problem. The low-side of the Power Supply is the same for both high-side voltages. So, assuming you're plugging into a 208V power source on the "new" Power Supplies, it should work fine. Best Regards, Kevin ________________________________ From: owner-toasters(a)mathworks.com [mailto:owner-toasters@mathworks.com] On Behalf Of Bill Holland Sent: Monday, November 23, 2009 2:59 PM To: Suresh Rajagopalan Cc: toasters(a)mathworks.com Subject: Re: Power change 110 to 208v without downtime I certainly would not be brave enough to try that. Not sure what having 208 on one side and 110 on the other would do, but seems like a potential for disaster. On Mon, Nov 23, 2009 at 2:31 PM, Suresh Rajagopalan <SRajagopalan(a)williamoneil.com> wrote: Our filers and shelves are currently on 110v power. We'd like to switch to 208v, possibly without downtime. I'm thinking of moving each power supply one by one from 110v to 208v. Are there any issues doing it this way? Thanks Suresh Please be advised that this email may contain confidential information. If you are not the intended recipient, please do not read, copy or re-transmit this email. If you have received this email in error, please notify us by email by replying to the sender and by telephone (call us collect at +1 202-828-0850) and delete this message and any attachments. Thank you in advance for your cooperation and assistance. In addition, Danaher and its subsidiaries disclaim that the content of this email constitutes an offer to enter into, or the acceptance of, any contract or agreement or any amendment thereto; provided that the foregoing disclaimer does not invalidate the binding effect of any digital or other electronic reproduction of a manual signature that is included in any attachment to this email.

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vif create on the fly
by Steve Losen 23 Nov '09

23 Nov '09

I am going to create a vif using two interfaces (e0a and e0c). The IP address of e0a is going to be the IP for the vif, e0c is not in use. I was hoping to do this without shutting down, and disrupt connections on that IP for just a few seconds. Do I need to "ifconfig down" e0a before running "vif create" ? For speed and accuracy, I will put the commands in a file beforehand and run it with "source". The switch is configured, but I have to move the cables to the configured ports. Should I do this before running "vif create" ? This is a clustered pair, so I will be doing this on both filers. Any clustering issues to worry about? Should I "cf disable" before and "cf enable" after to avoid any unwanted fail overs? I would appreciate any suggestions on how best to do this. Thanks, Steve Losen scl(a)virginia.edu phone: 434-924-0640 University of Virginia ITC Unix Support

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Re: head count per storage
by babarhaq＠email.com 17 Nov '09

17 Nov '09

Very understandable. What I am looking for is if there is any research or documents available on this issue? -----Original Message----- From: Jeff Mohler <speedtoys.racing(a)gmail.com> To: babarhaq(a)email.com Cc: toasters(a)mathworks.com Sent: Tue, Nov 17, 2009 8:41 am Subject: Re: head count per storage Depends how many itunes librarys they backup onto it. Every engineering discipline will be different...and that will vary on compliance and backup procedures in place..etc..etc.. On Mon, Nov 16, 2009 at 9:26 PM, <babarhaq(a)email.com> wrote: > Hi all, > > IHAC who is looking for stats which could point to industry standards > mentioning the head counts (engineers) required per amount of storage > (PB,TB). > Any links with such studies would be great. > > Regards, > Babar Haq > -- No Signature Required Save The Bits, Save The World!

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head count per storage
by babarhaq＠email.com 17 Nov '09

17 Nov '09

Hi all, IHAC who is looking for stats which could point to industry standards mentioning the head counts (engineers) required per amount of storage (PB,TB). Any links with such studies would be great. Regards, Babar Haq

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SMVI Experiances
by Raj Patel 13 Nov '09

13 Nov '09

Hi all, Now our controller upgrade woes have been sorted I can start to play with the new stuff on our 2050. One of those is SMVI. Unfortunately as we're not on vSphere (and our ESX hosts aren't up to 3.5 update 4) we'll be sticking with v 1.2 of SMVI until we upgrade our ESX infrastructure to v4. Anyone out there willing to share their experiances with SMVI ? It looks fairly simple to configure and get going but just as I was about to schedule a few backup jobs I thought I'd trawl the net to find out if there are any 'gotchas'. For example we use iSCSI - will the VM grind to a halt (ie queisce) while the Volume is snapped (ie is there a performance hit) or is this a momentary operation (ie safe to do during the day) ? I have seen the note about snapping a VM with iSCSI attached LUN's - I can live with that (not sure about the DBA's . . .). For Prod we tend to put a 300Gb VMFS lun in a 500Gb flexvol - rate of change is generally pretty minimal for the app servers (generally w2k3 or w2k8 servers from templates). Is this a workable ratio or do I need to allocate more space (I'm looking at just a once a day snap with a 1 or 2 day retention) ? Thanks in advance, Raj.

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Determining the current 'snapmirror throttle' value?
by John Stoffel 13 Nov '09

13 Nov '09

Guys, Does anyone know how to determine what the current setting of 'snapmirror throttle N destination' actually is? I've tried looking at the output of: snapmirror status -l snapmirror throttle We're looking to dynamically throttle and un-throttle connections, and it would be nice to confirm what the actual setting is without have to guess and just set the value blindly. We're running 7.2.6.1 and moving to 7.3.1.1 soon, or something newer. Thanks, John John Stoffel - Senior Staff Systems Administrator - System LSI Group Toshiba America Electronic Components, Inc. - http://www.toshiba.com/taec john.stoffel(a)taec.toshiba.com - 508-486-1087

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Determining the current 'snapmirror throttle' value?
by John Stoffel 10 Nov '09

10 Nov '09

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Determining the current 'snapmirror throttle' value?
by John Stoffel 09 Nov '09

09 Nov '09

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Determining the current 'snapmirror throttle' value?
by John Stoffel 09 Nov '09

09 Nov '09

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SnapDrive 6 & Windows 2008 - can't see or connect disks in SD but can see them in Disk Management MMC - only mount read-only
by Raj Patel 09 Nov '09

09 Nov '09

Hi, Another question - I have a datawarehouse box - has 4 luns -> SD 6.1 and Server 2k8 both 64bit. I can't seem to reconnect the LUN's using the SD wizard - however they do end up appearing in the Server Disk Management MMC. Catch is they will only mount read-only (but at least the data is fine). In iSCSI session management it will see the connected LUN's related to the igroup. One of two things tends to happen - if I try to use SD I either get a 120 sec time out or I get an error about the lun already being mapped (presumably by the built in iSCSI initiator). As per a previous post - this box was fine until a controller/ontap upgrade. I've tried zapping the igroup and mappings on the SAN and removing all traces from SD and the MS iSCSI initiator but I can't seem to overcome this problem. Any ideas ? Worst case I can carve off a whole new set of LUN's and move the data but I really don't want to have to do that if I don't have to. Thanks in advance, Raj.

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Controller upgrade complete but . . .
by Raj Patel 07 Nov '09

07 Nov '09

Hi all, Hoping you can save me some legwork - We've upgraded our 270c to a 2050ha - data looks good. We did run into the lun signaturing issue with VMWare but forewarned we were able to place the old sigs back onto the luns. My biggest hassle is that the Windows boxes with iSCSI attached LUN's appear to have lost their luns (ie SQL & Exchange). So the IQN string changed - we set it back to what it should be - but SnapDrive appears to have lost its drive mappings and the SAN lost its iSCSI initiator groups (luckily we can put them back manually from previous autosupports). So wondering a couple of things 1. whats the fastest way to get SnapDrive to remember its luns (even the MS iSCSI initiator seems to know what it thinks it should be seeing but SD 6 has lost all its config) ? I know I can manually re-connect them all but with DBA's and Exchange Admins having weird and wonderful drive mappings this is going to be time-consuming. 2. why did the SAN lose its initiator group config (across all luns and including chap security for our dmz esx servers) and why did SnapDrive lose its config (ie the SAN it connects to, the luns, igroup and drive mappings) as a result of a controller and ontap upgrade ? Next time I'll be sure to screenshot every lun mapping in Windows but surely I shouldn't need to do this ? Any post-upgrade tips to make my Sunday reconnecting systems a little more pleasant will be gratefully received. Cheers, Raj.

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RE: SMVI / VMWare Experiences...
by Ken Williams 03 Nov '09

03 Nov '09

Sounds like whatever user-defined script you have is failing sometimes? Or perhaps it's a VMWare tools issue. We've been able to track our issue down to the Guest OS level (win2k3 specifically). Looks like its an issue with VSS or LUN alignment. I would recommend ensuring your LUNs are aligned (use the VMWare host util kit, mbrscan / mbralign). There is detailed documentation on the NOW.netapp.com site. -----Original Message----- From: Nick Silkey [mailto:nick@silkey.org] Sent: Friday, September 11, 2009 7:15 PM To: Ken Williams Cc: toasters(a)mathworks.com Subject: Re: SMVI / VMWare Experiences... Ken -- We too are experiencing issues with SMVI 1.2 bombing out when attempting to perform a VMware quiesce snap on _some_ RHEL5.3 32-bit VMs. A couple of notables: - These problematic VMs have a 100% success rate at taking VMware quiesce snaps within vCenter, independent of SMVI. - The problem is 100% reproducible during night, day, etc. - We will deploy several VMs at a crack, all the same build. When the next SMVI schedule hits, some fail while others succeed. Bizarre. - Over time (weve been experiencing this issue for several weeks now), the 'problem' VMs change. Example: VMs abc and xyz will fail for days; without intervention, VM abc will stop failing while VM xyz continues to fail ... even if theyre part of the same deploy base template/kickstart. - We are nowhere near our snap limit on the volumes. - These problematic VMs only bomb when attempting a quiesce. Non-quiesce SMVI snaps work like a champ. Been working with NetApp and VMware for some time now. Were at ESX 3.5u4+ to an 3160-R5 @ 7.2.6.1P3 via NFS + vCenter 4.0 + synch SnapMirror to another 3160-R5 @ 7.2.6.1P3. The only thing revealing is SMVI + vCenter logs of "cannot create a quiesced snapshot because the (user-supplied) custom prefreeze script in the virtual machine exited with a nonzero return code". -- Nick On Wed, Aug 26, 2009 at 5:32 PM, Ken Williams <kwillia(a)smud.org> wrote: > I'm looking for some experiences people out there may have with SMVI > with NetApp. We're currently experiencing major issues with SMVI > snapshots failing. I've had open tickets with NetApp/VMWare/Microsoft > for 3 months and still have yet to have a solution. > > My environment looks like such: > > 6 x HP DL380 G5 (32gb Ram) in a ESX Cluster Dual Emulex 10000 Cards in > each host. > Cisco MDS SAN > Netapp FAS3070 Cluster ~9tb aggregate for VMWare. > VMFS Datastores ~10-15 VMs per datastore. ~50gb per VM. > ASIS Turned on > Volume and LUNspace reservation turned off OnTap 7.2.5.1 Windows 2003 > Guest OS. > > I cant see us reaching any limitation on the Filers or the SAN. Yet we > have random VMs failing snapshots every night. Are other people seeing > these issues? (I've gone through the gamut of troubleshooting, version > management of ESX/VMWareTools/etc). Snapshots timeout and fail at the > VMWare/Guest level, not at the Netapp snapshot level. > > We want to have SMVI function with VSS enabled. > > Has anyone had failing snapshots been able to resolve a similar issue? > Or does anyone have SMVI working properly that we could use as a > reference to compare configuration? > > __________________________________________________________ > Ken Williams > Storage Administrator, Business Technology Operations Sacramento > Municipal Utility District > E-Mail: kwillia(a)smud.org > Phone: (916) 732-6744 > Cell: (916) 240-4213

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SUMMARY: trouble accessing nfs .snapshot dirs via cifs shares
by Romeo Theriault 02 Nov '09

02 Nov '09

Hi Everyone, First off I'd like to thank everyone whom wrote back to me privately with some suggestions on how to fix this issue. (Original question at bottom of message.) Though I'm glad people wrote to me privately I wish they would reply back to the mailing list as well as I often find answers to questions I have in mailing list archives. I also wanted to write back to say that I finally have gotten the issue resolved, though after having spent way too much time on it. (Netapp support was seemingly unable to help me resolve this issue.) Kudo's to Nick Bernstein for having a suggestion which was very close to the actual fix. Though I must admit that I didn't think his suggestion was close to the issue I was having and thus didn't look into much until the very end of my research. (A.K.A. a lot of wasted time on my part :( ) Here is Nicks response: When you first access a volume over nfs, it does a create/convert > unicode on the volume. Snapshots are read-only, so they can't have the > same conversion applied. This is normally the cause when you can > access the normal volume, but not the snapshots for it. Once new snaps > are taken you should be able to access the new ones. > The fix to the "Access Denied" error when trying to access a snapvault destination qtree with unix security via cifs is to set the options convert_ucode and create_ucode to on *before* you initiate the snapvault relationship with "snapvault start" otherwise the qtree is created without the unicode encoding and since the snapvault dest. is read only changing the ucode options after the qtree is created doesn't help and thus you have no access to any of your data (including new snapshots) via cifs, though nfs access is still fine. Hope this helps someone save some time in the future. What eventually tipped me off was this knowledgebase article, which is written for snapmirror but is similiar enough to the issue that I was having with snapvault that I was able to figure it out. https://now.netapp.com/Knowledgebase/solutionarea.asp?id=kb23656 Romeo Original Question: On Thu, Oct 22, 2009 at 11:32 PM, Romeo Theriault <romeotheriault(a)gmail.com>wrote: > Hello, We have a VMware environment with nfs as the transport protocol. > What I'm testing out is snapvaulting the vmware datastores to another filer > and then creating cifs shares on the snapvaulted volumes (qtrees), so the > windows client vm's can access their vmdk files to restore files. I should > state that I'm a newbie to cifs on the netapps as we are a unix shop. But, I > have the snapvault setup all working. Where I'm running into problems is > accessing the directories in the shares when I map a drive in windows to the > share. > > I configured cifs to authenticate against: > > (3) Windows Workgroup authentication using the filer's local user accounts > > So I created a user 'vmrestore' though the useradmin tool and user > vmrestore is part of a group cifsonly which has role none assigned to it. I > then added an entry to /etc/passwd for the vmrestore user. At this point I > can create a share to the vmware .snapshot directory on the snapvault > destination and give the vmrestore user access to the share via: > > filer> cifs access vmsnaps vmrestore rwx > > I can now connect to the share fine but cannot access any of the shares > folders as I get a "Access is denied" error. I've been reading the netapp > docs and googling around for a while now but am having a difficult time > understanding how I need to configure the local user account so I can access > the folders/files on the unix security style volumes. > > I've tried mapping the vmrestore user to the root user via the usermap.cfg > file. Thinking that since the vm files are owned by root maybe the vmrestore > user has to be mapped to a user with a uid of 0 to have access to them. I've > also tried the --forcegroup option on the share. > > Basically, I'm not having any luck and wanted to see if anyone has run into > this (or just knows what I'm doing wrong). > > Any help is very much appreciated. > > Thanks, > > -- > Romeo Theriault > System Administrator > Information Technology Services > -- Romeo Theriault System Administrator Information Technology Services

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Controller upgrade - ESX LUN re-signaturing
by Raj Patel 30 Oct '09

30 Oct '09

Hi all, We're planning to upgrade our controller (a 270c to a 2050ha) - my understanding is the iSCSI LUN's will retain their identity (ie the existing IQN strings will remain the same) however we will probably run into the ESX re-signaturing issue. Is there a way to avoid this as part of the controller upgrade or do I need to go into each connected ESX host and change the value of LVM.EnableResignature to 1 ? Are there any other potential 'gotchas' about an in-place head replacement ? The process itself looks fairly straightforward if all the steps are followed through in sequence. Thanks in advance, Raj.

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Re: NFS - network read / write throughput per protocol
by Blake Golliher 30 Oct '09

30 Oct '09

There's no specific counter for bytes / sec per protocol in priv set diag. For iops and latency's and size histograms, but nothing specific. -Blake On Thu, Oct 29, 2009 at 1:54 PM, Maxwell Reid <slinkywizard(a)integra.net> wrote: > > priv set diag or priv set advanced should display additional counters... > > ~Max > > > On Oct 29, 2009, at 10:12 AM, Blake Golliher wrote: > >> I don't see a counter for what you are looking for in 7.3.1.1, but you >> could add up all the volume stats for nfs_read_data and nfs_write_data >> and cifs_read_data/cifs_write_data. Add that all together, to get the >> total nfs throughput / sec and cifs throughput per second. >> >> It sounds like a good RFE for something under system:system:* >> >> -Blake >> >> On Thu, Oct 29, 2009 at 9:37 AM, Steffen Kammerer >> <steffen.kammerer(a)brainlab.com> wrote: >>> >>> Hi there, >>> >>> >>> >>> is there a possibility to get the read / write throughput in kilobyte per >>> protocol (separated NFS / CIFS) on a filer? >>> >>> >>> >>> I found only the operations but nothing else. >>> >>> >>> >>> Thanks and regards, >>> >>> >>> >>> Steffen > >

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NFS - network read / write throughput per protocol
by Steffen Kammerer 29 Oct '09

29 Oct '09

Hi there, is there a possibility to get the read / write throughput in kilobyte per protocol (separated NFS / CIFS) on a filer? I found only the operations but nothing else. Thanks and regards, Steffen

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RE: Disk runtime
by Steffen Kammerer 27 Oct '09

27 Oct '09

I mean the runtime in hours the disks are running since they are in use... -----Original Message----- From: lists(a)up-south.com [mailto:lists@up-south.com] Sent: Tuesday, October 27, 2009 9:16 AM To: Steffen Kammerer Subject: Re: Disk runtime What do you mean by runtime ? Sent via BlackBerry from T-Mobile

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Disk runtime
by Steffen Kammerer 27 Oct '09

27 Oct '09

Hi there, is there a possibility to read-out the overall runtime of disks in a NetApp shelf? Regards, Steffen

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trouble accessing nfs .snapshot dirs via cifs shares
by Romeo Theriault 22 Oct '09

22 Oct '09

Hello, We have a VMware environment with nfs as the transport protocol. What I'm testing out is snapvaulting the vmware datastores to another filer and then creating cifs shares on the snapvaulted volumes (qtrees), so the windows client vm's can access their vmdk files to restore files. I should state that I'm a newbie to cifs on the netapps as we are a unix shop. But, I have the snapvault setup all working. Where I'm running into problems is accessing the directories in the shares when I map a drive in windows to the share. I configured cifs to authenticate against: (3) Windows Workgroup authentication using the filer's local user accounts So I created a user 'vmrestore' though the useradmin tool and user vmrestore is part of a group cifsonly which has role none assigned to it. I then added an entry to /etc/passwd for the vmrestore user. At this point I can create a share to the vmware .snapshot directory on the snapvault destination and give the vmrestore user access to the share via: filer> cifs access vmsnaps vmrestore rwx I can now connect to the share fine but cannot access any of the shares folders as I get a "Access is denied" error. I've been reading the netapp docs and googling around for a while now but am having a difficult time understanding how I need to configure the local user account so I can access the folders/files on the unix security style volumes. I've tried mapping the vmrestore user to the root user via the usermap.cfg file. Thinking that since the vm files are owned by root maybe the vmrestore user has to be mapped to a user with a uid of 0 to have access to them. I've also tried the --forcegroup option on the share. Basically, I'm not having any luck and wanted to see if anyone has run into this (or just knows what I'm doing wrong). Any help is very much appreciated. Thanks, -- Romeo Theriault System Administrator Information Technology Services

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7.3.1.1 and SnapDrive 4.1 for Windows Compatibility?
by John Stoffel 21 Oct '09

21 Oct '09

Hi all, We've got some Windows Boxes running SnapDrive 4.1 (not sure about Windows OS, but mostly Windows Server 2003 I think) and we're currently using 7.2.6.1P1 on the 2050. We'd like to move to 7.3.1.1, but the SnapDrive Compatibilty Matrix doesn't seem to acknowledge SnapDrive 4.1 in any useful way. I know it's old client software, but it does the job. Anyone know if it's going to work or not? Thanks, John John Stoffel - Senior Staff Systems Administrator - System LSI Group Toshiba America Electronic Components, Inc. - http://www.toshiba.com/taec john.stoffel(a)taec.toshiba.com - 508-486-1087

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Re: Netapp Contract / Support questions
by Blackmor, Chris 21 Oct '09

21 Oct '09

I agree with Matt. USUALLY we get outstanding support from NA. We also track people we work with and keep an informal ranking system. +5=walks on water to -5=hang up and try again. We are a large shop with more than 140 filers world wide. This equates to a lot of interaction. Yes, we pay out the nose for support but we usually so pretty well with them. In the instances where your engineer is falling flat remember two little words... Duty Manager As far as tier 1 support, I have not found a large company that has quite met NA's bar but there is always room for improvement. C- ----- Original Message ----- From: owner-toasters(a)mathworks.com <owner-toasters(a)mathworks.com> To: Rasta Surfer <rsurfer(a)gmail.com> Cc: toasters(a)mathworks.com <toasters(a)mathworks.com> Sent: Tue Oct 20 17:59:30 2009 Subject: Re: Netapp Contract / Support questions I'm a big netapp fan - I think the tech is great and I've worked with them on and off for years. I think the one thing that netapp support does require in some situations, similar to some other vendors, is proactive effort on your part. Netapp has a bunch of very bright technical people, but support can be hit or miss. If you feel like your support engineer doesn't care or doesn't want to help (hasn't been my experience) or is just not understanding the problem/resolving it fast enough (definitely seen this), escalate. And netapp, as opposed to other vendors I work with, will come through for you. You'll get someone from engineering on the phone, or a service manager, etc. You can argue that you shouldn't have to do this, and in a perfect world, I agree. But whenever I or a customer of mine who is a netapp shop has been in a bind, netapp has delivered. I think that's worth something. There are third party companies that provide netapp support, but other than for basic parts replacement on legacy systems, I can't recommend them. Thanks, Matt On Oct 20, 2009, at 6:49 PM, "Rasta Surfer" <rsurfer(a)gmail.com> wrote: > We're a small shop a couple of FAS 3020's doing basic, NFS, CIFS, > Snapdrive/SnapManager For SQL and Snapmirror. We are up for our > contract renewal soon. I have been in the biz for quite a number of > years and can remember back to amazing support from Netapp. I have > found quite the opposite over the past two years. Most are problems > with first addressing the case, usually it took a phone call. Then > it gets to incompetence with their products, like SnapManager for > SQL and Snapdrive. Cases went on forever, i always had to hound > them for status, making it quite frustrating. The end result of > most cases is me getting a note from some support manager at Netapp > apologizing. > > I still like the products, just hate the support methods. > What do you folks do? We of course want to upgrade when possible to > keep up to date from bugs. We don't want to blow the bank though > for their support if we can go somewhere else for better. > > tia for your thoughts, > rsurfer > >

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Netapp Contract / Support questions
by Rasta Surfer 20 Oct '09

20 Oct '09

We're a small shop a couple of FAS 3020's doing basic, NFS, CIFS, Snapdrive/SnapManager For SQL and Snapmirror. We are up for our contract renewal soon. I have been in the biz for quite a number of years and can remember back to amazing support from Netapp. I have found quite the opposite over the past two years. Most are problems with first addressing the case, usually it took a phone call. Then it gets to incompetence with their products, like SnapManager for SQL and Snapdrive. Cases went on forever, i always had to hound them for status, making it quite frustrating. The end result of most cases is me getting a note from some support manager at Netapp apologizing. I still like the products, just hate the support methods. What do you folks do? We of course want to upgrade when possible to keep up to date from bugs. We don't want to blow the bank though for their support if we can go somewhere else for better. tia for your thoughts, rsurfer

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