HP HP ProLight Server Troubleshooting Guide - Manual

Getting started 12 Pre-diagnostic steps WARNING: To avoid potential problems, ALWAYS read the warnings and cautionary information in the server documentation before removing, replacing, reseating, or modifying system components. IMPORTANT: This guide provides information for multiple servers. Some i...

Getting started 13 weight in kg weight in lb This symbol indicates that the component exceeds the recommended weight for one individual to handle safely. WARNING: To reduce the risk of personal injury or damage to the equipment, observe local occupational health and safety requirements and guideline...

Getting started 14 CAUTION: The server is designed to be electrically grounded (earthed). To ensure proper operation, plug the AC power cord into a properly grounded AC outlet only. Symptom information Before troubleshooting a server problem, collect the following information: • What events preceded...

Common problem resolution 15 Common problem resolution In this section Loose connections .................................................................................................................................. 15 Service notifications ..........................................................

Common problem resolution 16 Components for option firmware updates are also available from the HP Storage Products Software and Drivers website ( http://www.hp.com/support/proliantstorage ). 1. Find the most recent version of the component that you require. Components for controller firmware update...

Common problem resolution 17 Activity LED (1) Online LED (2) Fault LED (3) Interpretation On Off Off Do not remove the drive. The drive is being accessed, but (1) it is not configured as part of an array; (2) it is a replacement drive and rebuild has not yet started; or (3) it is spinning up during ...

Diagnostic flowcharts 19 Diagnostic flowcharts In this section Troubleshooting flowcharts ...................................................................................................................... 19 Troubleshooting flowcharts To effectively troubleshoot a problem, HP recommends that you...

Diagnostic flowcharts 20 Start diagnosis flowchart Use the following flowchart to start the diagnostic process. General diagnosis flowchart

Diagnostic flowcharts 22 Power-on problems flowchart Server power-on problems flowchart Symptoms: • The server does not power on. • The system power LED is off or amber. • The external health LED is red or amber. • The internal health LED is red or amber. NOTE: For the location of server LEDs and in...

Diagnostic flowcharts 23 p-Class server blade power-on problems flowchart Symptoms: • The server does not power on. • The system power LED is off or amber. • The health LED is red or amber. NOTE: For the location of server LEDs and information on their statuses, refer to the server documentation. Po...

Diagnostic flowcharts 25 c-Class server blade power-on problems flowchart Symptoms: • The server does not power on. • The system power LED is off or amber. • The health LED is red or amber. NOTE: For the location of server LEDs and information on their statuses, refer to the server documentation. Po...

Diagnostic flowcharts 26 POST problems flowchart Symptoms: • Server does not complete POST NOTE: The server has completed POST when the system attempts to access the boot device. • Server completes POST with errors Possible problems: • Improperly seated or faulty internal component • Faulty KVM devi...

Diagnostic flowcharts 27 Server and p-Class server blade POST problems flowchart

Diagnostic flowcharts 28 c-Class server blade POST problems flowchart Operating system boot problems flowchart Symptoms: • Server does not boot a previously installed OS • Server does not boot SmartStart Possible causes: • Corrupted OS • Hard drive subsystem problem • Incorrect boot order setting in...

Diagnostic flowcharts 29 • Use iLO to remotely attach virtual devices to mount the SmartStart CD onto the server blade. • Use a local I/O cable and drive to connect to the server blade, and then restart the server blade. Server fault indications flowchart Symptoms: • Server boots, but a fault event ...

Diagnostic flowcharts 30 NOTE: For the location of server LEDs and information on their statuses, refer to the server documentation. Possible causes: • Improperly seated or faulty internal or external component • Unsupported component installed • Redundancy failure • System overtemperature condition...

Diagnostic flowcharts 31 c-Class server blade fault indications flowchart

Hardware problems 32 Hardware problems In this section Procedures for all ProLiant servers ............................................................................................................ 32 Power problems .....................................................................................

Hardware problems 33 UPS problems UPS is not working properly Action : 1. Be sure the UPS batteries are charged to the proper level for operation. See the UPS documentation for details. 2. Be sure the UPS power switch is in the On position. See the UPS documentation for the location of the switch. 3...

Hardware problems 34 2. Refer to the release notes included with the hardware to be sure the problem is not caused by a change to the hardware release. If no documentation is available, refer to the HP support website ( http://www.hp.com/support ). 3. Be sure the new hardware is installed properly. ...

Hardware problems 35 • If the system boots and video is working, add each component back to the server one at a time, restarting the server after each component is added to determine if that component is the cause of the problem. When adding each component back to the server, be sure to disconnect p...

Hardware problems 36 3. Be sure no loose connections (on page 15 ) exist. 4. Be sure the media from which you are attempting to boot is not damaged and is a bootable CD. 5. If attempting to boot from a USB CD-ROM drive: • Refer to the operating system and server documentation to be sure both support...

Hardware problems 37 Drive is not found Action : Be sure no loose connections (on page 15 ) exist with the drive. Non-system disk message is displayed Action : 1. Remove the non-system diskette from the drive. 2. Check for and disconnect any non-bootable USB devices. Diskette drive cannot write to a...

Hardware problems 38 Read/write issue Action: 1. Run the Acceptance Test in HP StorageWorks Library and Tape Tools. CAUTION: Running the Acceptance Test overwrites the tape. To avoid overwriting the tape, run the shorter Device Analysis Test instead. 2. Run the Media Validation Test in HP StorageWor...

Hardware problems 39 Hard drive problems System completes POST but hard drive fails Action : 1. Be sure no loose connections (on page 15 ) exist. 2. Be sure no device conflict exists. 3. Be sure the hard drive is properly cabled and terminated if necessary. 4. Be sure the hard drive data cable is wo...

Hardware problems 40 1. Be sure the files are not corrupt. Run the repair utility for the operating system. 2. Be sure no viruses exist on the server. Run a current version of a virus scan utility. Server response time is slower than usual Action : Be sure the hard drive is not full, and increase th...

Hardware problems 41 Memory problems General memory problems are occurring Action : • Isolate and minimize the memory configuration. • Be sure the memory meets the server requirements and is installed as required by the server. Some servers may require that memory banks be fully populated or that al...

Hardware problems 42 Server fails to recognize new memory Action : 1. Be sure the memory is the correct type for the server and is installed according to the server requirements. Refer to the server documentation or HP website ( http://www.hp.com ). 2. Be sure you have not exceeded the memory limits...

Hardware problems 43 c. Replace the remaining processor with a known functional processor. If the problem is resolved after you restart the server, a fault exists with one or more of the original processors. Install each processor and its associated PPM (if applicable) one by one, restarting each ti...

Hardware problems 44 7. Be sure a video expansion board, such as a RILOE board, has not been added to replace onboard video, making it seem like the video is not working. Disconnect the video cable from the onboard video, and then reconnect it to the video jack on the expansion board. NOTE: All serv...

Hardware problems 45 Audio problems Action : Be sure the server speaker is connected. Refer to the server documentation. Printer problems Printer does not print Action : 1. Be sure the printer is powered up and online. 2. Be sure no loose connections (on page 15 ) exist. 3. Be sure the correct print...

Hardware problems 46 Data is displayed as garbled characters after the connection is established Action : 1. Be sure both modems have the same settings, including speed, data, parity, and stop bits. 2. Be sure the software is set for the correct terminal emulation. a. Reconfigure the software correc...

Hardware problems 47 3. Be sure no line interference exists. Retry the connection by dialing the number several times. If conditions remain poor, contact the telephone company to have the line tested. 4. Be sure the modem is current and compliant with CCITT and Bell standards. Replace with a support...

Hardware problems 48 2. Be sure the correct network driver is installed for the controller and that the driver file is not corrupted. Reinstall the driver. 3. Be sure no loose connections (on page 15 ) exist. 4. Be sure the network cable is working by replacing it with a known functional cable. 5. C...

Software problems 49 Software problems In this section Operating system problems and resolutions............................................................................................... 49 Application software problems...............................................................................

Software problems 50 If neither of these actions resolve the problem, contact an authorized service provider. For more information about debugging tools or specific GPF messages, refer to the Microsoft website ( http://www.microsoft.com/whdc/devtools/debugging/default.mspx ). Errors are displayed in...

Software problems 51 3. Install the current drivers. If you apply the update and have problems, refer to the Software and Drivers Download website ( http://h18007.www1.hp.com/support/files/server ) to find files to correct the problems. Restoring to a backed-up version If you recently upgraded the o...

Software problems 52 • Linux—Refer to the operating system documentation for information. Linux operating systems For troubleshooting information specific to Linux operating systems, refer to the Linux for ProLiant website ( http://h18000.www1.hp.com/products/servers/linux ). Application software pr...

Software tools and solutions 54 Software tools and solutions In this section Configuration tools ................................................................................................................................. 54 Management tools.........................................................

Software tools and solutions 55 • Installing software drivers directly from the CD. With systems that have internet connection, the SmartStart Autorun Menu provides access to a complete list of ProLiant system software. • Enabling access to the Array Configuration Utility (on page 54 ), Array Diagno...

Software tools and solutions 56 Auto-configuration process The auto-configuration process automatically runs when you boot the server for the first time. During the power-up sequence, the system ROM automatically configures the entire system without needing any intervention. During this process, the...

Software tools and solutions 57 7. Press the Esc key to exit the current menu, or press the F10 key to exit RBSU. For more information on online spare memory, refer to the white paper on the HP website ( http://h18000.www1.hp.com/products/servers/technology/memoryprotection.html ). Option ROM Config...

Software tools and solutions 58 Management CD The Management CD contains the latest tools available for easily managing the server, such as HP SIM (" HP Systems Insight Manager " on page 59 ) and Management Agents (on page 59 ). Run the Management CD shipped with the server. Refer to the Man...

Software tools and solutions 59 • Access advanced troubleshooting features through the iLO and iLO 2 interface. • Diagnose iLO and iLO 2 using HP SIM through a web browser and SNMP alerting. For more information about iLO and iLO 2 features, refer to the iLO and iLO 2 documentation on the Documentat...

Software tools and solutions 60 The Virtual Machine Management Pack provides the following functionality: • Central management and control of VMware® and Microsoft® virtual machines with physical host to virtual machine association • Easy identification of VMs or host servers reaching high CPU, memo...

Software tools and solutions 61 System Management homepage To access the System Management homepage of a server, go to https://localhost:2381 ( https://localhost:2381 ). USB support HP provides both standard USB support and legacy USB support. Standard support is provided by the operating system thr...

Software tools and solutions 62 Smart Array SCSI Diagnosis feature NOTE: This feature is only available in HP Insight Diagnostics Online Edition. The HP Insight Diagnostics Online Edition (" HP Insight Diagnostics " on page 61 ) provides the capability to use non-intrusive system level check...

Software tools and solutions 63 Array Diagnostic Utility ADU is a tool that collects information about array controllers and generates a list of detected problems. ADU can be accessed from the SmartStart CD (" SmartStart software " on page 54 ) or downloaded from the HP website ( http://www....

Software tools and solutions 64 If you do not use the SmartStart CD to install an operating system, drivers for some of the new hardware are required. These drivers, as well as other option drivers, ROM images, and value-add software can be downloaded from the HP website ( http://www.hp.com/support ...

Software tools and solutions 65 Care Pack HP Care Pack Services offer upgraded service levels to extend and expand standard product warranty with easy-to-buy, easy-to-use support packages that help you make the most of your server investments. Refer to the Care Pack website ( http://www.hp.com/hps/c...

Software tools and solutions 66 For additional information, refer to the HP Online ROM Flash User Guide on the HP website ( http://h18023.www1.hp.com/support/files/server/us/romflash.html ). Option ROMs Smart Components for option ROMs provide for efficient administration of option ROM upgrades. Typ...

Software tools and solutions 67 2. Shut down each server where the system or option ROM images are to be upgraded and reboot using the correct ROMPaq diskette for that server. 3. Follow the interactive session in the ROMPaq utility, which enables you to select the devices to be flashed. 4. After the...

HP resources for troubleshooting 69 HP resources for troubleshooting In this section Online resources .................................................................................................................................... 69 General server resources.........................................

HP resources for troubleshooting 70 White papers White papers are electronic documentation on complex technical topics. Some white papers contain in-depth details and procedures. Topics include HP products, HP technology, OS, networking products, and performance. Refer to one of the following websit...

HP resources for troubleshooting 72 Server and option specifications, symbols, installation warnings, and notices Refer to the server documentation and printed notices. Printed notices are available in the Reference Information pack. Server documentation is available in the following locations: • Do...

Error messages 73 Error messages In this section ADU error messages ............................................................................................................................... 73 POST error messages and beep codes......................................................................

Error messages 74 Accelerator Parity Write Errors: X Description : Number of times that write memory parity errors were detected during transfers to memory on the array accelerator board. Action : If many parity errors occurred, you may need to replace the array accelerator board. Accelerator Status...

Error messages 78 page 63 ) examines each physical drive and looks for drives that have been moved to a different drive bay. Action : Look for messages indicating which drives have been moved. If no messages are displayed and drive swapping did not occur, run ACU (" Array Configuration Utility &...

Error messages 79 4. If the problem persists, power down the system and replace the cable. 5. If the problem persists, power down the system and replace the drive. Drive (Bay) X is a Replacement Drive Description : This drive has been replaced. This message is displayed if a drive is replaced in a f...

Error messages 82 Action : Check for drive failures, wrong drive replaced, or loose cable messages. If a drive failure occurred, replace the failed drive or drives, and then restore the data for this logical drive from the tape backup. Otherwise, follow the procedures for correcting problems when an...

Error messages 83 Logical Drive X Status = Wrong Drive Replaced Description : A physical drive in this logical drive has failed. The incorrect drive was replaced. Action : 1. Power down the server. 2. Replace the drive that was incorrectly replaced. 3. Replace the original drive that failed with a n...

Error messages 85 5. If the error persists after completing steps 1 through 4, contact an HP authorized service provider. SCSI Port X Drive ID Y Failed - REPLACE (failure message) Description : ADU (" Array Diagnostic Utility " on page 63 ) detected a drive failure. Action : Correct the cond...

Error messages 86 Description : A predictive failure warning for this hard drive has been generated, indicating that a drive failure is imminent. Action : Replace this drive at the earliest opportunity. Refer to the server documentation for drive replacement information before performing this operat...

Error messages 87 Description : A power supply in the external storage unit has failed. Action : Replace the power supply. Storage Enclosure on SCSI Bus X Indicated an Overheated Condition... ...SOLUTION: Make sure all cooling fans are operating properly. Also be sure the operating environment of st...

Error messages 89 Swapped cables or configuration error detected. The configuration information on the attached drives... ...is not backward compatible with this controller’s firmware. SOLUTION: Upgrade the firmware on this controller. If this doesn’t solve the problem then power down system then mo...

Error messages 90 Description : ADU detected two different controller models installed in a redundant controller configuration. This is not supported and one or both controllers may not be operating properly. Action : Use the same controller models for redundant controller configurations. This Contr...

Error messages 92 WARNING: Storage Enclosure on SCSI Bus X Indicated it is Operating in Single Ended Mode... ...SOLUTION: This usually occurs when a single-ended drive type is inserted into an enclosure with other drive types; and that makes the entire enclosure operate in single ended mode. To maxi...

Error messages 93 Non-numeric messages or beeps only Advanced Memory Protection mode: Advanced ECC Audible Beeps : None Possible Cause : Advanced ECC support is enabled. Action : None. Advanced Memory Protection mode: Advanced ECC with hot-add support Audible Beeps : None Possible Cause : Advanced E...

Error messages 96 Invalid memory types were found on the same node. Please check DIMM compatibility. - Some DIMMs may not be used Description : Invalid or mixed memory types were detected during POST. Action: Use only supported DIMM pairs when populating memory sockets. Refer to the applicable serve...

Error messages 98 Power Fault Detected in Hot-Plug PCI Slot x Audible Beeps : 2 short Possible Cause : PCI-X Hot Plug expansion slot was not powered up properly. Action : Reboot the server. Power Supply Solution Not Fully Redundant Audible beeps : None Possible cause : The minimum power supply requi...

Error messages 99 Temperature violation detected - system Shutting Down in x seconds Audible Beeps : 1 long, 1 short Possible Cause : The system has reached a cautionary temperature level and is shutting down in X seconds. Action : Adjust the ambient temperature, install fans, or replace any failed ...

Error messages 101 100 Series 101-I/O ROM Error Audible Beeps : None Possible Cause : Options ROM on a PCI, PCI-X, or PCI Express device is corrupt. Action : If the device is removable, remove the device and verify that the message disappears. Update Option ROM for a failed device. 101-Option ROM Ch...

Error messages 102 102-System Board Failure, DMA Test Failed Audible Beeps : None Possible Cause : 8237 DMA controllers, 8254 timers, and similar devices. CAUTION: Only authorized technicians trained by HP should attempt to remove the system board. If you believe the system board requires replacemen...

Error messages 103 180-Log Reinitialized Audible Beeps : None Possible Cause : The IML has been reinitialized due to corruption of the log. Action : Event message, no action is required. 200 Series 201-Memory Error Audible Beeps : None Possible Cause : Memory failure detected. Action : Run Insight D...

Error messages 106 210-Memory Board Power Fault on board X Audible Beeps : 1 long, 1 short Possible Cause : A problem exists with a memory board powering up properly. Action : Exchange DIMMs and retest. Replace the memory board if problem persists. 210-Memory Board Failure on board X Audible Beeps :...

Error messages 107 303-Keyboard Controller Error Audible Beeps : None Possible Cause : System board, keyboard, or mouse controller failure occurred. Action : 1. Be sure the keyboard and mouse are connected. CAUTION: Only authorized technicians trained by HP should attempt to remove the system board....

Error messages 108 600 Series 601-Diskette Controller Error Audible Beeps : None Possible Cause : Diskette controller circuitry failure occurred. Action : 1. Be sure the diskette drive cables are connected. 2. Replace the diskette drive, the cable, or both. 3. Run Insight Diagnostics (" HP Insig...

Error messages 109 2. Run Insight Diagnostics (" HP Insight Diagnostics " on page 61 ) and replace failed components as indicated. 1100 Series 1151-Com Port 1 Address Assignment Conflict Audible Beeps : 2 short Possible Cause : Both external and internal serial ports are assigned to COM X . ...

Error messages 111 1611-Fan x Not Present (Fan Zone I/O) Audible Beeps : 2 short Possible Cause : Required fan is not installed or spinning. Action : 1. Check the fans to be sure they are working. 2. Be sure each fan cable is properly connected, if applicable, and each fan is properly seated. 3. If ...

Error messages 114 1720-S.M.A.R.T. Hard Drive Detects Imminent Failure Audible Beeps : None Possible Cause : A hard drive SMART predictive failure condition is detected. It may fail at some time in the future. Action : • If configured as a non-RAID 0 array, replace the failing or failed drive. Refer...

Error messages 115 1727-Slot X Drive Array - New Logical Drive(s) Attachment Detected... ...If more than 32 logical drives, this message will be followed by: “Auto-configuration failed: Too many logical drives.” Audible Beeps : None Possible Cause : The controller has detected an additional array of...

Error messages 116 Expansion will resume when automatic data recovery has been completed. Audible Beeps : None Possible Cause : The capacity expansion process has been temporarily disabled. Action : Follow the action that is displayed onscreen to resume the capacity expansion process. 1753-Slot Z Dr...

Error messages 117 1774-Slot X Drive Array - Obsolete Data Found in Array Accelerator Audible Beeps : None Possible Cause : Drives were used on another controller and reconnected to the original controller while data was in the original controller cache. Data found in the array accelerator is older ...

Error messages 118 1776-Drive Array Reports Improper SCSI Port 1 Cabling Audible Beeps : None Possible Cause : • The integrated array enabler board failed. • The I/O board, drive backplane fan board, or drive backplane failed. Action : 1. Replace the integrated array enabler board. 2. Update the int...

Error messages 120 2. Be sure all drives are fully seated. 3. Replace defective cables, drive X , or both. 1785-Slot X Drive Array Not Configured... (followed by one of the following): ...(1) Run Array Configuration Utility (2) No drives detected (3) Drive positions appear to have changed – Run Driv...

Error messages 124 Audible Beeps : None Possible Cause : One or more logical drives failed due to loss of data in posted-writes memory. Action : • Press the F1 key to continue with the logical drives disabled. • Press the F2 key to accept data loss and re-enable logical drives. After pressing the F2...

Error messages 125 Automatic operating system shutdown initiated due to fan failure Event Type : Fan failure Action : Replace the fan. Automatic Operating System Shutdown Initiated Due to Overheat Condition... ...Fatal Exception (Number X, Cause) Event Type : Overheating condition Action : Check fan...

Error messages 127 Event Type : Host bus error CAUTION: Only authorized technicians trained by HP should attempt to remove the system board. If you believe the system board requires replacement, contact HP Technical Support before proceeding. Action : Replace the board on which the processor is inst...

Error messages 128 1. Press the server blade management module reset button. 2. Replace the server blade management module. Server blade management module signal backplane error codes LED code: 10-1, 10-2, or 10-3 Location: Server blade management backplane Action: Perform the following steps to res...

Error messages 129 Interconnect B Error Code LED code: 14-1, 14-2, 14-3, or 14-4 Location: Interconnect device - side B Action: Perform the following steps to resolve the problem. Stop when the problem is resolved. 1. Press the server blade management module reset button. 2. Reseat the interconnect ...

Error messages 130 For more information, refer to the HP BladeSystem Maintenance and Service Guide on the HP website ( http://www.hp.com/products/servers/proliant-bl/p-class/info ). 3. Replace the interconnect module. For more information, refer to the HP BladeSystem Maintenance and Service Guide on...

Error messages 131 Power management module board error codes LED code: 7-1, 7-2, 7-3, 7-4, 7-5, 7-6, 7-7, 7-8, 7-9, 7-10, 7-11, 7-12, or 7-13 Location: Power management board Action: Perform the following steps to resolve the problem. Stop when the problem is resolved. 1. Reseat the power management...

Error messages 132 IMPORTANT: Reboot the server after completing each numbered step. If the error condition continues, proceed with the next step. To troubleshoot processor-related error codes: 1. Bring the server to base configuration by removing all components that are not required by the server t...

Error messages 133 3. Reseat the remaining memory boards, rebooting after each installation to isolate any failed memory boards, if applicable. 4. Replace the DIMMs with a remaining bank of memory. 5. Replace the memory board, if applicable. 6. Replace the system board. IMPORTANT: If replacing the s...

Error messages 134 IMPORTANT: Processor socket 1 and PPM slot 1 must be populated at all times or the server does not function properly. • PPMs, except the PPM installed in slot 1 • DIMMs, except the first bank • Hard drives • Peripheral devices 2. Install each remaining system component, rebooting ...

Error messages 135 Description : The system encountered an NMI prior to this boot. The NMI source was: Uncorrectable cache memory error. Action : Replace the processor. Insight Diagnostics processor error codes MSG_CPU_RR_1 Event type : Unable to divide and multiply with zero and infinity. Action : ...

Contacting HP 138 Contacting HP In this section Contacting HP technical support or an authorized reseller ......................................................................... 138 Customer self repair ..................................................................................................

Contacting HP 139 Server information you need Before contacting HP technical support, collect the following information: • Explanation of the issue, the first occurrence, and frequency • Any changes in hardware or software configuration before the issue surfaced • Third-party hardware information: •...

Contacting HP 140 • An updated Emergency Repair Diskette • If HP drivers are installed: • Version of the PSP used • List of drivers from the PSP • The drive subsystem and file system information: • Number and size of partitions and logical drives • File system on each logical drive • Current level o...

Acronyms and abbreviations 144 Acronyms and abbreviations ACPI Advanced Configuration and Power Interface ACU Array Configuration Utility ADG Advanced Data Guarding (also known as RAID 6) ADU Array Diagnostics Utility CCITT International Telegraph and Telephone Consultative Committee CS cable select...

Index 148 1 120PCI.HAM 50 A accelerator error log 73 accelerator status 74, 75, 76 ACPI support 50 ACU (Array Configuration Utility) 54 adapters 76 additional information 70 ADU (Array Diagnostic Utility) 63 ADU Error Messages 73 Altiris Deployment Solution 57 Altiris eXpress Deployment Server 57 ap...