The Journey of a Network Engineer

Sep 21 2010   5:02AM GMT

Troubleshooting Packeteer 6500

Sulaiman Syed Profile: Sulaiman Syed

Today’s topic is about packeteer. Blue Coat’s packet shaping device. We have packeteer 10000, 7500,and 6500. So one day, the 6500 decided to crash and not boot up! After spending hours and hours reading forums, and support documents. We just had to try everything to solve it ourselves. and yes, we reached to step by step troubleshooting method. We tried it many times with that device, and it always seems to work.

1- Make back up of all the files in the Flash of packeteer device. The files should be backed up before/after any major upgrade.

2- In the case that the device fails:
a. Try resetting the flash, hard disk and the rams. If it doesn’t work.
b. Try to run the backup image by pressing Crlt+B while in the “loading…” If it doesn’t show.
c. Try to run the backup image from the boot monitor. Boot monitor can be accessed by pressing Ctrl+Y during “booting…”, then using option C. If no image files can be seen.
d. Try to format the flash from the boot monitor. during “booting…”, then using option H. after formatting.
e. Add the image file under BIN.
f. Try run the image.zoo from the boot . (it is better to call the OS as image.zoo since the device gave us error while using other names.)if it works.
g. Add configuration files to CFG. If the loading of the image doesn’t work.
h. Repeat A. if the image doesn’t work.
i. Repeat B.
j. If working on the mentioned step fails, then try troubleshooting it out of sequence.
k. There is safe mode using Ctrl+A. this mode was not helpful to us at all.
l. To reset the password, type at the password prompt “ touchpwd= ”.

3- The device is very sensitive to many things, it could reject a working flash, or a working image for no apparent good logical reason.

These steps were concluded from our troubleshooting of two packeteer devices for almost 6-7 hours straight.

One of the main issues was that we had we just loaded the image after formatting the flash. The implication of the actions were:

1- We lost the CGF folder for the external device, which the license files. Specifically Basic.cfg (in this file, the license is bounded to the serial number of the device, without this file the device is just a piece of stone.)
2- Configuration menu was not checked. Again resulted in unstable device which kept hanging.

We were fortunate that we had a very old backup of the device (dated 2008), which we managed to use the files from. But it took us to go through all the troubleshoot sequence cause of the mismatch that happened between the configuration files and the image files.

Future advice is, when buying a new device from packeteer, the support contract must be for a period of 3-4 years. It was noted in our troubleshooting that these devices were very unstable and many other people have complained bout some of the issues that come up randomly.

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