Troubleshooting: hardware appliance issues - AWS Storage Gateway
How to determine service IP addressHow to perform a factory resetHow to perform a remote restartHow to obtain Dell iDRAC supportHow to find the hardware appliance serial numberHow to get hardware appliance support

Amazon FSx File Gateway is no longer available to new customers. Existing customers of FSx File Gateway can continue to use the service normally. For capabilities similar to FSx File Gateway, visit this blog post.

Troubleshooting: hardware appliance issues

The following topics discuss issues that you might encounter with the AWS Storage Gateway Hardware Appliance, and suggestions on troubleshooting these.

You can't determine the service IP address

When attempting to connect to your service, make sure that you are using the service's IP address and not the host IP address. Configure the service IP address in the service console, and the host IP address in the hardware console. You see the hardware console when you start the hardware appliance. To go to the service console from the hardware console, choose Open Service Console.

How do you perform a factory reset?

If you need to perform a factory reset on your appliance, contact the AWS Storage Gateway Hardware Appliance team for support, as described in the Support section following.

How do you perform a remote restart?

If you need to perform a remote restart of your appliance, you can do so using the Dell iDRAC management interface. For more information, see iDRAC9 Virtual Power Cycle: Remotely power cycle Dell EMC PowerEdge Servers on the Dell Technologies InfoHub website.

Where do you obtain Dell iDRAC support?

The Dell PowerEdge server comes with the Dell iDRAC management interface. We recommend the following:

  • If you use the iDRAC management interface, you should change the default password. For more information about the iDRAC credentials, see Dell PowerEdge - What is the default sign-in credentials for iDRAC?.

  • Make sure that the firmware is up-to-date to prevent security breaches.

  • Moving the iDRAC network interface to a normal (em) port can cause performance issues or prevent the normal functioning of the appliance.

You can't find the hardware appliance serial number

You can find the serial number for your AWS Storage Gateway Hardware Appliance using the Storage Gateway console.

To find the hardware appliance serial number:

  1. Open the Storage Gateway console at https://console.aws.amazon.com/storagegateway/home.

  2. Choose Hardware from the navigation menu on the left side of the page.

  3. Select your hardware appliance from the list.

  4. Locate the Serial Number field on the Details tab for your appliance.

Where to obtain hardware appliance support

To contact AWS about technical support for your hardware appliance, see AWS Support.

The AWS Support team might ask you to activate the support channel to troubleshoot your gateway issues remotely. You don't need this port to be open for the normal operation of your gateway, but it is required for troubleshooting. You can activate the support channel from the hardware console as shown in the procedure following.

To open a support channel for AWS

  1. Open the hardware console.

  2. Choose Open Support Channel at the bottom of the main page of the hardware console, and then press Enter.

    The assigned port number should appear within 30 seconds if there are no network connectivity or firewall issues. For example:

    Status: Open on port 19599

  3. Note the port number and provide it to AWS Support.