Ascend Archive
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Re: (ASCEND) Random MAX 4000 reboots, no fatal errors v6.1.7
> I had been running version 6.1.7 on my Max 4000s for almost 2 weeks when
> one of my boxes started spontaneously resetting itself every few hours.
> This happens with no fatal errors, the log shows "system is up" messages
> and no errors.
...
> This particular MAX is the oldest one we have (S/N 5290615)
What cards (number and type) do you have in the MAX?
Have you checked to make sure that the fans in the MAX are running?
Where is the MAX? [in a rack? On top or bottom of a stack?]
Check to see if it is running "very hot".
> Having said that, I noticed that after this happened a number of times
> that fatal errors started showing up (about one time every 5 resets).
> They appear quite similar in nature, happening at nearly the exact same
> memory location (if that means anything).
...
> FATAL ERROR: Index: 29 Load: fti.m40 Revision: 6.1.7
> Date: 09/06/1998. Time: 21:00:19
> Location: b024e078 b010f1f8 b001118c b002a964 00000000 00000000
You need to send this information to Ascend customer service.
Only Ascend engineering will be able to fully decode the information.
The stack information is not much help to anyone else.
If you want to minimize the hassles, then I would recommend you send the
fatal error log via e-mail to support@ascend.com.
Make sure you include your model number, part number, and serial number
for the MAX. You can get these off the equipment.
You will then receive an email response indicating the ticket response
number assigned to your issue. When you get back your ticket number,
which means that the information is now on hand with customer service,
call them at (800) 272-3634 between 6:00am and 6:00pm PST. Make sure
you have your ticket number when you call.
If you don't get an email response within an hour - resend the message.
The response is automated and unless there are equipment or network
problems you should have response in less than five minutes.
Make sure you follow up. If the problem is determined to be a bug, then
make sure the technician gives you the "TR" number that was assigned.
The "TR" number is not the same as your ticket number.
If you don't have the "TR" number, then you won't know what to watch for
in the release notes to see if your problem was solved.
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