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X650 switch do not recognize the fan module and showing "State: Empty", "Status=Unknown"

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TitleX650 switch do not recognize the fan module and showing "State: Empty", "Status=Unknown"
Objective
  • X650 switch do not recognize the fan module and showing "State: Empty", "Status=Unknown"

* Slot-1 EC0.3 # show fan
FanTray-1 information:
State:                  Empt
y


/exos/bin # cat /proc/extr/fan
Fan 1,Status=Unknown,RPM=0,Controlled by HW
Fan 2,Status=Unknown,RPM=0,Controlled by HW
Fan 3,Status=Unknown,RPM=0,Controlled by HW
Fan 4,Status=Unknown,RPM=0,Controlled by HW
Fan 5,Status=Unknown,RPM=0,Controlled by HW
Fan 6,Status=Unknown,RPM=0,Controlled by HW
Fan 7,Status=Unknown,RPM=0,Controlled by HW
Fan 8,Status=Unknown,RPM=0,Controlled by HW


* Slot-1 EC0.7 #    debug hal show platform platformInfo
=======Environmental Data========
Fan Slot: 1 State EMPTY
Fan Part Info:
Name:       
SerialNum:  
PartNum:    

Revision:    0.0
Flags:       0
FailureCode: 0
PowerOnDate: Thu Jan  1 09:00:00 1970

Fimware Rev:  BuildTag:
gridId: 0 Number of voltage line to monitor: 0
Odometer: 0 sec
Temperature: 0 Celsius
RpmLow 4500 RpmHigh 18000
Fan control period: 0 msec
Desired temperature: 30
Fan Power Level: 0 errorSum: 0

Environment
  • X650-24x
  • EXOS 15.3.5.2 patch1-13 
Procedure
  • The fan tray might have got loosened or not inserted properly. The LED status of fan is controlled by software and it will blink in amber color when fans are in failed state or fan tray is not present (empty state). It might be like software is not in sync with actual hardware status of fan. However, we will not be able to conclude on the root cause just from these symptoms
  • We can manually remove/re-insert the fan tray. Also, try to swap/replace the fan with a known working fan on the suspected switch/slot to isolate if the problem is specific to one particular fan.
  • If problem persist, kindly do a switch/slot reboot.
  • In switch logs verify the error message "timeout waiting for smbus" is generated. If yes, then please refer the knowledge base article: https://gtacknowledge.extremenetworks.com/articles/Solution/timeout-waiting-for-smbus-error-log
  • For more information, please contact GTAC for assistance.
Additional notes

If reboot not resolving the issue, please collect the following outputs from the problematic switch/slot:

  1. What is the LED color/status of FAN?
  2.  Is the fan physically rotating or not?show switch
  3. show version
  4. show fan
  5. show temperature
  6. show log
  7. show log messages nvram
  8. debug hal show platform platformInfo

From switch debug mode:

  1. enable debug-mode
  2. !sh
  3. !cat /proc/extr/fan      
  4. !cat /proc/extr/temp
  5. ​!cat /proc/extr/psu

EXOS 15.3 and below versions:

  1. !dmesg     
  2. ! cp /dev/s450/prommb /scratch/intern/prommb 
  3. ! cp /dev/s450/promcpu /scratch/intern/promcpu 
  4. ls internal-memory (check if the prommb and promcpu files are captured)
  5. upload debug <tftp server ipaddress> vr <vr-mgmt>

[Here, “-v 0” represents vr-mgmt. if the tftp connectivity is via vr-default, it should be “-v 2”]

EXOS 15.4 and above versions:

  1. !dmesg
  2. ! cp /dev/s450/prommb /usr/local/tmp/prommb
  3. ! cp /dev/s450/promcpu /usr/local/tmp/promcpu
  4. ls internal-memory (check if the prommb and promcpu files are captured)
  5. upload debug <tftp server ipaddress> vr <vr-mgmt>

[Here, “-v 0” represents vr-mgmt. if the tftp connectivity is via vr-default, it should be “-v 2”]

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