(P) P/N: 00VM698 (2P) EC P42749 (4L) Origin: MX *00VM698* *P42749* *MX* Printed in Mexico Addendum for Problem Determination and Service Guide Lenovo System x3650 M5 Type 8871 Lenovo System x3550 M5 Type 8869 IBM QRadar Appliances Type 4412 Problem Determination and Service Guide Service information for: 4412- F1A / F2C / F3F / Q1E / Q2A / Q3B / Q4D/ F4Y/ Q7C / Q8C/ F5Y If your Lenovo System x Server was purchased as part of an IBM Security Appliance, certain information contained in the product documentation may or may not apply to your particular product. Information that may differ is: 1. The warranty period 2. Parts replacement procedure 3. Service support call flow The information in this document supersedes the Problem Determination and Service Guide for Lenovo System x3550 M5 Type 8869 and Lenovo System x3650 M5 Type 8871. The table below maps the IBM Security Appliance Model to the Lenovo System x Model. Appliance Name Appliance Machine Type Model Lenovo System X Name Lenovo System X Machine Type Model IBM Security QRadar Event Collector 1501/1201 G3 4412-Q4D System x3550 M5 8869-AC1 IBM Security QRadar Core Appliance xx05 4412-Q1E IBM Security QRadar Core Appliance 1901 4412-F4Y IBM Security QRadar Core Appliance 1910 4412-F5Y IBM Security QRadar QFLOW Collector 1202/1301 4412-Q7C IBM Security QRadar QFLOW Collector 1310 4412-Q8C IBM Security QRadar Network Packet Capture G3 4412-F2C System x3650 M5 8871-AC1 IBM Security QRadar Network Insights 1920 4412-F3F IBM Security QRadar Core Appliance xx48 4412-Q3B IBM Security QRadar Core Appliance xx29 4412-Q2A IBM Security QRadar Incident Forensics 4412-F1A This Product is not intended to be connected directly or indirectly by any means whatsoever to interfaces of public telecommunications networks. 本製品は、電気通信事業者の通信回線への直接、またはそれに準ずる方法での接続を目的とするものではありません。 Parts listing Field Replaceable Unit (FRU): FRUs must be installed only by trained service technicians. IBM will perform On-Site install for FRUs, at no additional charge. In addition to the list of FRUs in the table below, all structural parts, and Tier 1/Tier 2 parts listed in the Problem Determination and Service Guides for Lenovo System x 3550 M5 Type 8869 and Lenovo System x3650 M5 Type 8871 are delegated as FRUs for your IBM QRadar Appliance Type 4412.
Transcript
(P) P/N: 00VM698 (2P) EC P42749 (4L) Origin: MX
*00VM698* *P42749* *MX* Printed in Mexico
Addendum for Problem Determination and Service Guide Lenovo System x3650 M5 Type 8871 Lenovo System x3550 M5 Type 8869
IBM QRadar Appliances Type 4412
Problem Determination and Service Guide
Service information for: 4412- F1A / F2C / F3F / Q1E / Q2A / Q3B / Q4D/ F4Y/ Q7C / Q8C/ F5Y If your Lenovo System x Server was purchased as part of an IBM Security Appliance, certain information contained in the product documentation may or may not apply to your particular product. Information that may differ is:
1. The warranty period 2. Parts replacement procedure 3. Service support call flow
The information in this document supersedes the Problem Determination and Service Guide for Lenovo System x3550 M5 Type 8869 and Lenovo System x3650 M5 Type 8871. The table below maps the IBM Security Appliance Model to the Lenovo System x Model.
Appliance Name
Appliance Machine
Type Model
Lenovo System X Name
Lenovo System X Machine Type Model
IBM Security QRadar Event Collector 1501/1201 G3 4412-Q4D System x3550 M5 8869-AC1
IBM Security QRadar Core Appliance xx05 4412-Q1E
IBM Security QRadar Core Appliance 1901 4412-F4Y
IBM Security QRadar Core Appliance 1910 4412-F5Y
IBM Security QRadar QFLOW Collector 1202/1301 4412-Q7C
IBM Security QRadar QFLOW Collector 1310 4412-Q8C
IBM Security QRadar Network Packet Capture G3 4412-F2C System x3650 M5 8871-AC1
IBM Security QRadar Network Insights 1920 4412-F3F
IBM Security QRadar Core Appliance xx48 4412-Q3B
IBM Security QRadar Core Appliance xx29 4412-Q2A
IBM Security QRadar Incident Forensics 4412-F1A
This Product is not intended to be connected directly or indirectly by any means whatsoever to interfaces of public telecommunications networks. 本製品は、電気通信事業者の通信回線への直接、またはそれに準ずる方法での接続を目的とするものではありません。 Parts listing Field Replaceable Unit (FRU): FRUs must be installed only by trained service technicians. IBM will perform On-Site install for FRUs, at no additional charge. In addition to the list of FRUs in the table below, all structural parts, and Tier 1/Tier 2 parts listed in the Problem Determination and Service Guides for Lenovo System x 3550 M5 Type 8869 and Lenovo System x3650 M5 Type 8871 are delegated as FRUs for your IBM QRadar Appliance Type 4412.
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6TB SAS 3.5” HDD FRU 00YK605 Removing and replacing server components IBM Service Technician should follow the Problem Determination and Service Guide for either Lenovo System x3550 M5 Type 8869 or Lenovo System x3650 M5 Type 8871 as appropriate to remove, replace, and/or install all parts. Important: QRadar appliances utilize firmware that is independent of the Lenovo System x firmware. Any component replacements requiring firmware update are to refer to the IBM QRadar support documentation for the correct firmware packages. Replacing the System Board
The IBM Service Technician should follow Removing and Replacing System Board Instructions in the Problem Determination and Service Guide for either Lenovo System x3550 M5 Type 8869 or Lenovo System x3650 M5 Type 8871 as appropriate. Important: Before replacing the System Board, the IBM Service Technician should record all system configuration information, including the Vital Product Data (Machine Type, Model Number, Serial Number, and Asset Tag)
1. The Lenovo Machine Type, Model Number and Serial Number will be stored in the VPD fields for Machine Type, Model Number and Serial number, respectively.
2. The Appliance Machine Type, Model and Serial Number will be combined and stored in the VPD Asset Tag field
Where AAAA is the Appliance MT, BBB is the Appliance Model, and 1234567 is the Appliance Serial Number. Important: The IBM Service Technician is responsible for reactivating Features on Demand keys after a hardware replacement. The IBM Service Technician should follow the FOD instructions located in Appendix C of this document.
Replacing Napatech PCIe Cards
IBM Service Technician should follow removing/installing the PCI riser-card assembly instructions in the Problem Determination and Service Guide for either Lenovo System x3550 M5 Type 8869 or Lenovo System x3650 M5 Type 8871 as appropriate.
Replacing Load Balance Cable for Napatech PCIe Cards in QRadar Network Insights 1920 Appliance
IBM Service Technician should follow removing/installing instructions located in Appendix B of this document.
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Appendix A. Getting help and technical assistance Using the documentation Please visit http://www-03.ibm.com/security/secintel/lic/ for information on how to obtain the latest documentation for your QRadar Appliance. Software and Hardware service and support When calling IBM for service please select the Software Service Option as the Product type for your QRadar Appliance. You are required to provide your IBM Customer Number for Support. Important: All Service Support calls should be directed to the ISM Software Support Line. The Software support team owns the engagement with the customer and will engage the hardware support team when necessary. Appendix B. Replacing Load Balance Cable for Napatech PCIe Cards in QRadar Network Insights 1920 Appliance Important: This procedure references operations documented as part of standard Lenovo server service operations. These operations may be found at the following URL: http://publib.boulder.ibm.com/infocenter/systemx/documentation/index.jsp?topic=/com.lenovo.sysx.8871.doc/c_replacing_tier1.html. Note: Each card has two cable connections. Both cable connections are required for load balancing function to be enabled. Individual connectors are keyed to ensure proper plugging of cables to cards. Cables to be installed onto cards when cards are assembled into PCI slots 1 and 6 in the 4412-F3F appliance.
1. Read the safety and installation information for the appliance. Exercise care for the handling of static-sensitive devices as outlined in the installation guidelines during this service operation.
2. Turn off the appliance and peripheral devices and disconnect the power cords and all external cables, if necessary.
3. Remove the top cover.
4. Being careful not to crimp any portion of the cable, firmly press the first cable assembly connector to the first position
connector on both primary and secondary PCI cards. Repeat for second cable assembly in second connector. Slot 1 plugging illustrated in Figure 1.
Figure 1: Cable Plugging to PCIe Card
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5. Completed cable plugging illustrated in Figure 2 below.
Figure 2: Cabled PCIe Cards
6. Carefully lay cable assemblies down into the appliance, ensuring they are not crimped or pinched on any features of the appliance, as illustrated in Figure 3. Cable assemblies to be dressed around Riser 2 and PCI slots 4 and 5, in the area between the RAID adapter and the Riser 2 support structure, as illustrated in Figure 4.
Figure 3: Cable Egress from Card
7. Excess cable length to be dressed under PCI slot 6 and the RAID adapter backup power cable, as illustrated in Figure 4.
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Figure 4: Final Cable Routing
8. Replace the appliance top cover.
9. Reconnect the power cords and any cables that you removed.
10. Turn on the appliance and complete relevant configuration or troubleshooting.
Appendix C. IBM SWG Appliances - FoD Key Installation after Hardware Replacement Summary
This document provides the steps required to re-install the Feature-On-Demand (FoD) keys, which were previously purchased and installed on an IBM SWG Appliance customer machine. This procedure must be completed after a planar or RAID part replacement to restore full functionality to the customer’s machine post hardware replacement activity.
Preparation (steps 2-6 can be performed before arriving at customer site)
1. If the machine will boot successfully and the part being replaced is a planar, then boot using BoMCsft2. Use BLUE MENU option #3 ‘Backup and Restore All System Settings’ to ‘Backup’ (sub-option #1) the planar configuration settings (which includes FoD keys) onto the USB key. If successful, then skip to Parts Replacement section below. Otherwise, then proceed to step #2.
2. The FoD must be obtained from the Lenovo FoD Portal: https://fod.lenovo.com/lkms/angular/app/pages/index.htm#/welcome .
If you do not yet have access to the website via Lenovo sign-on, register using this link: https://fod.lenovo.com/lkms/angular/app/pages/index.htm#/register
3. After signing in, select ‘Retrieve History’.
4. Select ‘Search history via machine type serial number’, then enter the System x Machine Type and Serial Number in the search value field. Format: MMMMSSSSSSS where M = Type, S = Serial. Ensure uppercase letters are used. Do NOT use the Appliance Machine Type and Serial Number.
5. Download all of the listed .key files to your root directory of your BoMCsft2 USB Key.
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6. You may refer to or download a copy of the FoD User’s Guide from Lenovopress:
https://lenovopress.com/redp4895-using-system-x-features-on-demand *Note: The doc still references the IBM FoD support portal but use the Lenovo FoD support site (see step 2).
Parts replacement (onsite)
1. Perform parts replacement as per Installation & Service Guide (ISG), Problem Determination & Service Guide (PDSG), or Problem Determination & Service Guide Addendum, whichever is applicable to this SWG Appliance.
Installation Steps (onsite)
1. Boot the machine using BoMCsft2.
2. If you were able to ‘Backup’ the planar configuration prior to parts replacement, then skip to step #4. Otherwise, using BoMCsft2’s BLUE MENU option #4 set the VPD information according to the information in the PDSG Addendum (System x M/T and Serial are most commonly used).
3. Using BLUE MENU option #5 ‘FoD Functions’ then sub-option #4 to ‘Install FoD Keys’, proceed to step 5.
4. Select BLUE MENU option #3 ‘Backup and Restore All System Settings’ then sub-option #3 for ‘Restore’ the planar configuration from the USB key. This will include restoring FoD key files that should already exist on the USB Key in the root directory from the steps above. Depending on the machine involved, restarting the iMM (or rebooting the machine) may be required for the FoD to activate successfully.
5. Any issues with FoD activation should be directed to SSR Technical Support (in the USA, 1-800-426-2472) using the SWG Appliance machine type and System x sub-menu option (if needed).
Appendix D. IBM SWG Appliances – Updating Appliances after a repair action The BoMCsft2- BoMCsft3 tools will now contain special procedures to update the VPD, Asset Tag and custom firmware blocks for the IBM SWG QRadar, Guardium and NowFactory Appliances.
BoMCsft2 will support blue servers 5460, 5466 and 7914BoMCsft3 will support red servers 8869, 8871 and any future models.
The tools will attempt to auto-detect the appliance and the type if possible. It will rely primarily on the information stored in Asset Tag field. This is why is important to properly update the Appliance VPD after a planar is replaced. To understand how it works, review the two sections on this tutorial prior to work on an IBM SWG appliance.
UPDATING SYSTEM VPD AND APPLIANCE VPD
The System X VPD consists of the ASU settings Machine Type, Model, Serial Number and Product Identifier. The SWG appliance will keep these VPD fields’ original values. The appliance VPD will be stored in the Asset Tag field.For example: a QRadar 2100 G2 is based on a 7914-PSQ System X server
The System X VPD is: 7914PSQ serial xxxxxxx The Appliance VPD is: 4380Q1C serial yyyyyyy
The BoMCsft2 and BoMCsft3 tools will boot to this menu (Blue Menu)To update the VPD after a system board replacement the technician will select option 4
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The script will gather the current VPD values, including the Asset Tag.Notice the asset tag is blank, I would expect this to be the case on all replacement planarsUsers will be asked if they would like to continue, (answering N will take them back to the main menu)
After entering the System X actual machine type and serial number, the script will post this question
(only if the actual machine type entered is 5460, 5466, 7914, 8869 or 8871)
If the user answers N, the Asset Tag will be left untouched.
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If the answer is Y , the user will get the format help instructions and prompt to enter the Appliance VPD.The planar Asset Tag will be updated with the information provided, there will be no syntax checking so double check before updating.To clear the data that may be stored in the field, just press ENTER without entering any additional characters
After entering the appliance VPD information, a summary of the changes will be shown and the user can either confirm or back out.Notice that even if the VPD alpha characters are entered in lower case, they will be automatically changed to upper case before writing to the fields.
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After the update is completed, the user will get the options to restart the iMM and/or reboot the system NOTE: The asset tag field does require that you do both so select B to activate the new value.It's also critical for the actual system VPD, especially if FOD keys need to be reinstalled.
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Once the server comes back to the Blue Menu, verify that the Asset Tag has been updated correctly,the user can select option 4 again from the Main Menu to re-scan the VPD fields. Now you can move on to updating the firmware.
UPDATING THE SWG APPLIANCE CUSTOM FIRMWARE BLOCK
To update the firmware on the appliance after a system board replacement and AFTER the VPD update has been completed, select option 1 from the Blue Menu.
The tools will auto-detect the appliance and take you to a customized menu section instead of the standard ToolsCenter menu. If the Appliance VPD is recognized correctly and you’re using the correct tool, it will simply ask you to confirm {Y} to go ahead with the updates.
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Pressing ENTER alone will take you to the standard ToolsCenter menu should you need to run diagnostics or collect DSA.Do not attempt to update the appliance with the standard System X firmware packages. In most cases, the appliances use OEM firmware versions which are not compatible with regular code packages.
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If by any chance, a valid Appliance VPD is not recognized by the tool or the server is NOT an appliance but the tool has detected information in the Asset Tag, please review the instructions on the screen and take the appropriate action. Many customers use the Asset Tag field for asset tracking and inventory.
Remember the rules, blue machines are supported by BoMCsft2 and red machines are supported by the BoMCsft3. If you attempt to update an appliance with the wrong tool, it will stop you and advise to use the other tool.
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