Can't connect to MSA 2040 CLI / HTTP / HTTPS

[FURKANILBASAN]

I can't connect with MSA 2040 cli and other connection paths. CLI gives usb not recognized error. USB Drivers and CLI com driver are up to date. both controllers give the same error. The device does not appear on the network. The device works normally but I can't control it. Could it be a problem with the controllers? The data inside doesn't matter. I can reset the device. I got my data elsewhere. I have no fear for data loss on the device. I can try any solution. Is there anyone who can help with this? 

[Navaneetha1]

Hello Furkanilbasan,

I understand you are unable to connect to the Management controllers of both A and B, however , the data access or the storage controller is normally functioning.

I would suggest you check the following steps.

> if you have production running , then please schedule downtime
> shutdown the hosts connected this MSA storage.
> Remove the host port (FC/iSCSI/SAS) cables and label them
> Make a note of the LED's on the controller and also the drives
> force shutdown the MSA > remove both the power cords on the controller enclosure only
> wait for few minutes.
> re-connect the power cords and check if you are able to access the controllers over network.

If the above does not work , please connect with HPE support.

Note : If you think you do not have latest data backup , please backup data before proceeding with the above steps.

Thanks,
Navaneetha
I'm an HPE employee.
[Any personal opinions expressed are mine, and not official statements on behalf of Hewlett Packard Enterprise]

[SahanaR]

Hello!

Good day!

I see you are trying to connect via CLI and it is failing.

Please check if controllers are healthy first and IP addresses are pingable.If they are pingable you may try "Tera Term " application to lauch serial connection.

Please follow steps and cable mentioned in this guide https://support.hpe.com/hpesc/public/docDisplay?docId=emr_na-c03820027

For MSA 2040    592266-001 (Cable-USB,CLI)

Drivers(just in case):   https://support.hpe.com/connect/s/softwaredetails?language=en_US&softwareId=MTX_ae894f585aee4217829954b940

If it still fails,request you to hard reboot the unit and check again or else please raise support ticket so that we could help you.

Thanks

[FURKANILBASAN]

I used all the methods you mentioned. There was no change. I can't ping both controllers
I can't access the cli interface with USB serial connection. When I try to connect to USB serial I get the error "USB DEVICE NOT RECOGNIZED". I don't see COM Port in device manager. I'm pretty sure I don't have a USB Driver problem because I can access a different msa 2040 device via usb com to the cli interface.

[FURKANILBASAN]

I can't ping either controller. The devices are not in the network.

[SahanaR]

Hello,

Understood,thanks for letting us know.

I suspect the usb cable you are using might not be the right one.Please refer to my previous posts for the right cable.

Also you may try connecting to partner controller or different ports on laptop or another laptop.

We need to see COM port in device manager first to start with. eg COM 3(disk array).

Thanks

[FURKANILBASAN]

I have two different system architectures in different locations and I connect the COM port to my other MSA 2040 device with a usb cable and there is no problem with the cable or laptop used. I access the CLI Interface to be able to ping this device. my problem is with the controllers of my other MSA 2040 Device. I have already checked and implemented everything you mentioned here. What I want is to understand why controllers behave this way. I don't think anyone has had this problem before. I suspect the motherboard in the controllers.

Unknown USB Device (Device descriptor request failed)
Unknown USB Device (Device descriptor request failed)

[ArunKKR]

Hi, As the issue persists even after a power cycle, you could try the below mentioned steps.  1. Schedule a downtime and have a back-up of the data. 2. Disconnect the controller host port cables. 3. Remove the power to MSA controller and attached disk enclosures. 4. Pull all the hard drives in controller enclosure out by 1-2 inches. 5. Provide power to just controller enclosure. Allow 5-7 minutes for controllers to initialize 6. Check management controller access either through IP and USB CLI connection. 7. If issue persists remove bottom controller out by 1-2 inches and check whether the top controller starts responding. 8. If issue persists, remove power to controller enclosure, install bottom controller, remove top controller out by 1-2 inches , provide power just to controller enclosure and check whether the top controller starts responding. If any of the controllers starts responding execute the below command and check the cache status show unwritable-cache    Note: I would suggest logging an HPE support case rather than performing these steps on your own.

[JonPaul]

@FURKANILBASAN 
When the USB serial cable is working correctly there will be an entry in the Windows Device Manager in the PORTs grouping.  If the driver is missing then it will show up under 'Other devices' as 'Gadget Serial...' (Windows 10 and above have the driver pre-installed).
It does not sound like this is the problem as you state that the cable and laptop work with another MSA 2040 system.
Are there any other indications that the controllers may be have an issue?  LEDs lit, other?
Are both controllers showing the same issue?
I would follow @ArunKKR  recommendations of simplifying the setup and try each controller at a time.