Hardware Failure Support

This page covers how a cluster running SC//HyperCore™ HyperVisor responds to disk and node failures, and the steps to take for each.

Disk Failure

As part of the intelligent monitoring systems, the SC//HyperCore system scans and assesses hard disk status reports at regular intervals on each node. Once a disk has failed and been removed, the system is completely stable and fully redundant — it is only down the capacity and I/O of that disk.

All SC//HyperCore disks are hot swappable and require no downtime to replace. See Support Levels and Hardware Replacement for replacement cost, shipping timelines, and support-tier coverage.

  1. Contact Scale Computing Support for a replacement disk when alerted that a disk has failed.
  2. Identify the disk to replace from the DISK view of the System Display Panel when you receive the replacement disk.
  3. Verify the node IP before replacing the disk.
  4. Remove the failed disk from the node slot.
  5. Wait 20 seconds for the bus to recognize that the disk has been removed.
  6. Insert the new disk firmly. The SC//HyperCore system will recognize the new disk and incorporate it into the system immediately. No rebuild process is necessary.
  7. Ship the failed disk back to Scale Computing using the included return label.

Node Failure

* This does not apply to Single Node Systems.

The SC//HyperCore system is designed to continue running through a single node failure. It will automatically detect the loss of availability and will intelligently restart VMs on the remaining nodes as long as there are sufficient resources.

Power Loss:

  1. Determine if the node is powered on or off.
  2. If powered off, power it back on.
  3. If the cause of the power loss is known, proceed with normal operation.
  4. If the cause is unknown, contact Scale Computing Support.

Software / Hardware Issue:

  1. If the node is powered on, hook a crash cart (monitor and keyboard) to the node and check if it is responsive to keyboard input.
  2. If unresponsive, contact Scale Computing Support.
  3. If responsive, review the network connections.

Networking Issue:

  1. Ensure all network cables for the node are firmly plugged in.
  2. Ensure network switches are powered on and functioning correctly.
  3. Ensure all VLANs and interconnects are functioning correctly.
  4. Determine if the node is accessible from the LAN network.
  5. If not reachable from the LAN network, contact Scale Computing Support.
  6. If accessible from the LAN network but not the backplane network, contact Scale Computing Support.