Troubleshooting secondary windows

System Administrator Guide for VSP E990 and VSP G130, G/F350, G/F370, G/F700, G/F900

Version
88-06-0x
Audience
anonymous
Part Number
MK-97HM85028-08
The following tables list error conditions in the Device Manager - Storage Navigator (HDvM - SN) secondary window and provide recommended actions to resolve the errors:
Table. Java application errors
Error condition Probable cause / recommended action
When you click the HDvM - SN menu, the system does not respond. One minute later, application error (20020-108000) occurs. The pop-up blocker function of your web browser might restrict HDvM - SN. If the problem still continues after you perform the operation multiple times, perform one or both of the following actions:
  • Disable the pop-up blocker function of your web browser.
  • Disable the pop-up blocker function of any browser plug-in/add-on.

If neither of the above can be performed in Internet Explorer, you can open the window by clicking the HDvM - SN menu while holding down the Ctrl key.

Another possible cause is that a Java application was not allowed to start. If a message appears and asks if you want to run an application, click Run.

If none of the above actions solve the problem, reinstall the JRE.

When you click the HDvM - SN menu, a message appears asking you to download the file SJsvlSNStartServlet.do or SJsvlAppStartServlet.do. One minute later, the application error (20020-108000) occurs. The possible causes are that the JRE is not installed in the management client, the JRE installation failed, or the JRE add-on is disabled on the web browser. Cancel the message, and install the JRE. If the JRE is already installed, reinstall it.
When you click the HDvM - SN menu, a message appears asking you to save a Jnlp file. Perform the following to save the encrypted page:
  1. In Internet Explorer, click Tools > Internet options, and then select the Advanced tab.
  2. In the Security section, uncheck Do not save encrypted pages to disk.
  3. Click OK.
  • The application errors (20020-108000 and 10-6027) occur when you click the HDvM - SN menu.
  • The application error (10-6027) occurs and HDvM - SN terminates when you click the HDvM - SN menu.
If the problem continues after you perform the operation multiple times, see the probable causes listed below.

For Windows: Exit all applications using Java, and then terminate the javaw.exe and javaws.exe applications through Task Manager.

  • Java on the HDvM - SN web client might have failed to start due to timeout. Close all other applications and perform the HDvM - SN operation again.
  • The version of HDvM - SN recognized by the management client might not match the version installed on the SVP. Close all the windows of your web browser and then clear the Java and web browser cache.
  • The management client might have entered standby or hibernate mode. Restart the management client.
  • If a proxy server is used for network connections, the proxy cache may be storing the older version of the program. If the problem continues after you clear the Java and web browser caches, contact your network administrator.
  • The network connection between the SVP and the management client might be blocked by a firewall or some kind of device.

Check the firewall settings and contact your network administrator.

If none of the above actions solve the problem, save the dump file, the Java trace file and the log file on the management client, and report to customer support. Then restart HDvM - SN.

When you click the HDvM - SN menu, the system does not respond. If the problem continues after you perform the operation multiple times, close all the HDvM - SN windows and clear the Java and web browser caches.
The application error (1-7050) occurs when you click the HDvM - SN menu. The version of HDvM - SN recognized by the management client might not match the version installed on the SVP. Close all the windows of your web browser and then clear the Java and web browser caches. In addition, if a proxy server is used for network connections, the proxy server cache may be storing the older version of the program. If the problem continues after you clear cache of both Java and web browser, contact your network administrator.
Java console is grayed out and does not start when you try to open the HDvM - SN secondary window (Java application). Restart the management client, or terminate the HDvM - SN process with one of the following methods:
  • For Windows: Exit all applications using Java, and then terminate the javaw.exe and javaws.exe applications through Task Manager.
  • For UNIX: Exit all applications using Java, and then terminate javaw and javaws with the kill command.
A message box remains displayed when opening the HDvM - SN secondary window (Java application). The HDvM - SN secondary window does not appear for a long time. Restart the management client, or terminate the HDvM - SN process with one of the following methods:
  • For Windows: Exit all applications using Java, and then terminate the javaw.exe and javaws.exe applications through the Task Manager.
  • For UNIX: Exit all applications using Java, and then terminate javaw and javaws with the kill command.
A message remains displayed when the HDvM - SN secondary window opens and the system does not respond. The SVP may be set as an exception on the proxy setting of the web browser.

Do the same settings on the Network Settings displayed in the General tab of the Java Control Panel.

If you open the Java console dialog box by selecting the Java icon on the system tray while opening the HDvM - SN secondary window (Java application), the browser and Java console may stop responding. Do not open the Java console dialog box while opening the HDvM - SN secondary window. If the browser and Java console stop responding, restart the management client.
When you click the HDvM - SN menu. The application error (20020-108000) occurs. If the problem continues after you repeat the operation several times, you might have cancelled the display of the secondary window. Restart the management client, or terminate the HDvM - SN process with one of the following methods: For example:
  • You might have clicked Exit on the Security Warning window.
  • You might have clicked Cancel on the Warning - Security window.

Close all the HDvM - SN windows and clear the Java and web browser caches.

If the problem continues after you clear both Java and web browser caches, save the HDvM - SN dump file and the Java trace file, and send them to HDvM - SN.

The following message displays in HDvM - SN.
  • Java has discovered application components that could indicate a security concern.
  • Block potentially unsafe components from being run. (recommended)
  • The application contains both signed and unsigned code. Contact the application vendor to ensure that it has not been tampered with.
Select Yes to continue using HDvM - SN. If the problem continues, the cause may be one of the following:
  • The version of HDvM - SN recognized by the management client might not match the version installed on the SVP. Close all the windows of your web browser and then clear the cache of both Java and the web browser
  • If a proxy server is used for network connections, the proxy server cache may be storing an older version of the program. Clear the cache of both Java and the web browser. If the problem remains, contact your network administrator.
In Internet Explorer, the following pop-up window appears when you open the HDvM - SN secondary window.

"Internet Explorer has stopped working. A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available."

Third-party browser extensions of Internet Explorer might be enabled.

Disable third-party browser extensions as follows:

  1. In the Windows menu bar, click Tools > Internet Options, and then click the Advanced tab.
  2. In the Advanced tab, clear the Enable third-party browser extensions (requires restart) check box.
  3. Restart Internet Explorer.
In Internet Explorer, an application error (10-6027) occurs when you open the HDvM - SN secondary window. The SmartScreen Filter function might be enabled when you use Internet Explorer 8.0 or later. Turn off SmartScreen Filter as follows:
  1. In the Windows menu bar, click Safety > SmartScreen Filter > Turn Off SmartScreen Filter.
  2. Restart Internet Explorer.
In Internet Explorer or Google Chrome, either of the following pop-up windows appears when you open the HDvM - SN secondary window.

"Application Blocked by Java Security" or "Application Blocked by Security Settings"

The certificate used to sign the SVP program might have expired. Update the SVP microcode version to 88-04-01-XX/00 or later.
Table. No response errors
Error condition Probable cause / recommended action
HDvM - SN hangs and does not respond.

HDvM - SN may hang in the following cases:

  • When you move a window displayed in front of the HDvM - SN secondary window, the area behind the window remains gray and does not go back to normal for a long period of time.
  • The entire HDvM - SN secondary window goes gray and does not go back to normal for a long period of time.
From the HDvM - SN secondary window, press Ctrl Alt Shift D all at once to exit HDvM - SN.

If you cannot exit HDvM - SN, reboot the management client or restart HDvM - SN after finishing HDvM - SN forcibly by the following way.

  • For Windows: Exit all applications using Java, and then terminate the javaw.exe and javaws.exe applications through Task Manager.
  • For UNIX: Exit all applications using Java, and then terminate javaw and javaws with the kill command.
When you click Refresh All or Refresh in the HDvM - SN secondary window, it displays the message "Loading" for a long time. The probable causes are:
  • Another application such as Command Control Interface may be changing configuration. The window will be updated shortly after the configuration change ends.
  • Volume Migration operations, Quick Restore operations or Thin Image operations may be in progress. The window will be updated shortly after the operations end.
Error 110-67005 occurred during a HDvM - SN operation on the secondary window. The probable causes are:
  • Another application such as Command Control Interface may be changing configuration.
  • Volume Migration operations, Quick Restore operations, or Thin Image operations may be in progress.
  • The configuration data may not be matched if a communication error occurs between the storage system and the SVP. Wait a few minutes and then click File > Refresh All to reread the configuration information. Then launch Device Manager - Storage Navigator again.
While you are using a HDvM - SN secondary Window, it closes unexpectedly and error 20020-108000 occurs. Start the HDvM - SN secondary window from the HDvM - SN main window again. If this error occurs repeatedly, close all the HDvM - SN windows, and then clear the Java and web browser caches.
The web browser closes abnormally This problem can occur if a Mozilla process keeps running after Mozilla stops responding. Delete the "java_vm" and "mozilla" processes and continue with HDvM - SN operations.
One of the following sets of errors occurred when using HDvM - SN:
  • 20121-107024 and 10-6027
  • 20020-108000 and 10-6027
  • 10-6027
The probable causes are:
  • The SVP may have been restarted. Close HDvM - SN, wait 10 minutes, and then restart it.
  • The version of HDvM - SN recognized by the management client might not match the version installed on the SVP. Close all the browser windows and then clear the browser cache.
  • The management client might be in standby or hibernate mode. Restart HDvM - SN.
  • If a proxy server is used for network connections, the proxy server cache may be storing the older version of the program. If the problem continues after you clear the browser cache, contact your network administrator.
  • Restart the web browser

If none of the above actions solve the problem, save the HDvM - SN dump file and send it to customer support.

Table. Incorrect display errors
Error condition Probable cause / recommended action
Only the Exit button and the Refresh and Refresh All commands are effective when accessing the SVP from HDvM - SN. The SVP might not be ready to perform some write processes from the other system. Wait a few minutes and then click File > Refresh. If the SVP is not restored, click Refresh All.
Only the Exit button and the Refresh All command are effective when accessing the SVP from the HDvM - SN. An error may have occurred in the SVP. Click File > Refresh All. If the SVP is not restored, log in to HDvM - SN again.
The commands in the Go menu are unavailable. The required software options might not be installed or an error might occur on the window that appears after you click the command.

Make sure that all the required software options are installed. If they are installed, do one of the following:

  • Click File > Refresh.
  • Click File > Refresh All.
  • Log in to HDvM - SN again.
When you switch windows from one window to the HDvM - SN window, the HDvM - SN window is not displayed. Close all windows, and then log in to HDvM - SN again.
The items in a list are not synchronized with a scroll bar. Click the scroll buttons or

above and below the scroll bar.

The focus disappears from the edit box. Close all dialog boxes, and then log in to HDvM - SN again.
The web browser does not display correctly, because some GUI items such as labels and icons cannot be loaded properly. Log out of HDvM - SN, and then log in again. If this error occurs before you log in to the HDvM - SN, close all dialog boxes and then log in to HDvM - SN.
The characters are unreadable because they are overlapped or garbled. Log out of HDvM - SN, and then log in again.
The characters are garbled in a window where a tree is displayed. Click File > Refresh.

Even though you have clicked Apply to change storage system settings, the new settings are not displayed in HDvM - SN.

Click File > Refresh.

The dialog box that says Loading... stays open for a long period of time. A HDvM - SN message dialog box other than the dialog box that says Loading... might be displayed behind this window. Press Alt Tab to switch the dialog box.

If the dialog box that says Loading... remains displayed for several hours after you apply the settings to the storage system, contact customer support.

The following information does not display in HDvM - SN windows:
  • Information on the storage system, such as ports or HDDs
  • Information configured with another management client
Click File > Refresh. If the problem continues, close all HDvM - SN windows, and then clear the Web browser caches.
The HDvM - SN secondary window does not display.
  • In the Java Control Panel, click the Temporary Internet Files section. In the Disk Space area, enter 1 MB, and then click Delete Files.
  • Click Security > Java Control Panel. Ensure that Enable Java content in the browser is checked.
  • Clear the browser cache.
  • Ensure that Java Plug-in is enabled.

If none of the above actions solve the problem, the web browser might not recognize Plug-in correctly. Initialize and redo the web browser settings.

Table. Other errors
Error condition Probable cause / recommended action
If you click in a HDvM - SN secondary window while a dialog box is open, the dialog box disappears behind the HDvM - SN secondary window. Click the dialog box again.
An error occurs because a digital signature or security certificate has expired. You can continue using HDvM - SN even though the digital signature for the HDvM - SN Java application is expired.
You specify IPv6 communication addresses when you start HDvM - SN, but IPv6 is not being used. Instead, IPv6 is being used and IPv4 addresses are output to audit logs for operations on the HDvM - SN secondary window. IPv4 has higher priority when both IPv4 communication and IPv6 communication can be used. As a result, IPv4 may be used when you specify IPv6 communication addresses. Also, IPv4 addresses may appear in audit logs.