Escalation Document for L1 site Engineer - NIIT Tobacco Board Project

Escalation Document for L1 site Engineer

Ping related issue

• There is no ping happen to the any node of server .
  • Check all network components , local m/c , switch , gateway , lan cables , physical conections etc
  • Check the physical connectivity of lan cables on all the points.
  • Check from other system .
  • Check the display on the main systems via connecting monitor.
  • Check whether you are able to login on the console
  • if you find the system hanged then restart the systems and cluster via shared document .
  • Do all sanity checks .
  • Even after the above if said problem not resolved then escalate to Tetra with all the documented steps taken

SSH Related Issues

• SSH Not happening via Remote System to Primary and Secondary system
  • Check the network availability on the System via ping
  • Check the availability of Gateway via ping
  • Check the display on the main systems via connecting monitor.
  • Check the status of the sshd daemon via /etc/init.d/sshd status
  • if sshd failed , start the sshd /etc/init.d/sshd start , and again check status
  • Reconfirm all the above steps
  • If still not able to make it run then escalate to Tetra with all the documented steps taken

Application not running or not responding

• Application is not working on the HHT or Not responding
  • Check all the network components responsible for data to HHT
  • Check the Application via local system’s web browser
  • Check the Application availability on the Primary server
  • Do the basic sanity checks on the system .
  • Do the data integrity checks
  • If it reports tomcat failure then restart and report to application team
  • If any other error act according to the solution specified in troubleshooting document .
  • Even after the above if said problem not resolved then escalate to Tetra with all the documented steps taken

Cluster Resource issue or failure

• Cluster Failed or All resources of cluster stopped .
  • Check gateway is ping able and network is up from all cluster nodes
  • Restart the resources and services of cluster as per the troubleshooting guide .
  • Do the Data integrity and sanity checks .
  • Even after the above if said problem not resolved then escalate to Tetra with all the documented steps taken and hb_report's report.

Other Issues

• Mysql data base not connect to the application means the records is not fetching from the application.
  • Check with restart of mysql
  • check with mysql integrity checks
  • Even after the above if said problem not resolved then escalate to Tetra with all the documented steps taken and support-config's report.
• Always Check space on the servers before escalation
• Always Check basic parameters before escalation
  • Network reach-ability
  • Load via top / vmstat commands
  • partition free space
  • tomcat , mysql , drbd and cluster services are up
  • Cluster IP is up