SummaryIf the device is unresponsive on both SSH and web UI when it was perviously accessible, it can point to a number of different causes.
OverviewIf an Exinda appliance has become unresponsive on both SSH and the Web UI when it was previously accessible, this indicates that there is a problem with the device. SSH can present one of many errors:
- Connection refused
- Connection timed out
- No error, but a blank screen.
- A standard HTTP "This site cannot be reached"
- A standard HTTP "The connection has timed out"
If pinging the device, the management port is replying, implying that it is not a network outage or problem.
If upon reboot there are any of the following:
1. Gap in long graphs; or
2. The message(log) file has a gap in time.
There is an unaccounted period of time where the Exinda is not logging anything.
CauseIf the device was previously accessible through both web UI and SSH but receive the above errors, there can be numerous causes. This situation implies that the management port, or whichever specific port on the Exinda that is used for management activities, is unresponsive, even if it is replying on a network level. This can be for many different reasons.
- The host CPU is 100% busy and cannot process any more involvmenet
- The maangement process has crashed and has not restarted
- The hard drive has sustained a failure
Step 1) Test to see if the CLI is accessible through an SSH connection
Step 2) 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.
Step 3) If it is not accessible then reboot using either the IPMI interface or with the assistance of an on-site resource.
Step 4) If these efforts are not successful then contact Exinda Support and they will determine what additional steps can be taken.
ResolutionIf the web UI is slow, try turning off the optimizer to see if the traffic is getting caught in a policy which is getting throttled.
If the UI is slow and checking if the traffic is getting throttled makes no change, or if the UI is completely unreachable, it is recommended to 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 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.