On Fri, Mar 08, 2002 at 02:46:25PM -0800, Jay Soffian wrote:
We've got a situation where our company (Loudcloud, Inc.) has a filer reporting the same SYSTEM_ID as a filer from another company (Toshiba). Recently, Toshiba's filer threw a disk and sent in an autosupport mail. Netapp was kind enough to open a ticket, and assign it to Loudcloud, Inc. Oops. Apparently, whatever parses the autosupport mail at NetApp uses the SYSTEM_ID to map the NetApp to an account (service contract).
I've seen similar things happen to us twice recently.
So, my questions are:
- Where does DOT grab the SYSTEM_ID from? The NVRAM card? The motherboard?
It depends on the system (some do not have NVRAM cards), but I think it's always from the NVRAM card, if it's present. If you ever swap an NVRAM card, a form is included that you're to return with the old card, which NetApp is supposed to use to update their database. In our case, this did not happen. We noticed the problem when the system was listed one they were not getting autosupport from, via the NOW site, so we opened another case to get them to update their database.
- Is the SYSTEM_ID burned electronically into the system at NetApp, or can it be reset in the field?
I don't believe it can be reset, but they can update their database to reflect the correct assignment.
- Are the duplicate SYSTEM_ID's an accident?
My guess is that it isn't really duplicate, but that NetApp has the incorrect System ID in their database for the filer at Toshiba. This problem happened to us with one of our NetCaches after another RMA. They claimed it was assigned to AT&T, but once we provided "sysconfig -v" output from our system to show them otherwise, they were able to clear it up within a couple of weeks. I suggest you open a case and try the same.
Karl Larson Tellme Networks