HP ProLiant DL360 G9 Maintaining And Troubleshooting Download Page 4

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Contents

Chapter 1: Maintaining and Troubleshooting the HP ProLiant DL360 G9 Server

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HP Server overview

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How to use this document

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Downloading HP documentation

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HP ProLiant DL360 G9 document set

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Front view of HP ProLiant DL360 G9 Server

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Front panel LEDs of HP ProLiant DL360 G9 Server

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Rear view of HP ProLiant DL360 G9 Server

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Rear panel LEDs of HP ProLiant DL360 G9 Server

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Diagnosing system faults using HP ProLiant DL360 G9 Server console

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External Maintenance Field Replaceable Units

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Hard disk drive problems

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Power supply problems

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Internal Field Replaceable Units

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DVD-RW problems

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NIC problems

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Thermal (fan) problems

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DIMM problems

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RAID Battery

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Server Field Replaceable Unit

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Global asset recovery policy

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Appendix A: Differences between HP ProLiant DL360 G9 and HP ProLiant DL380 G9

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November 2015

Maintaining and Troubleshooting the HP ProLiant DL360 G9 Server

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Summary of Contents for ProLiant DL360 G9

Page 1: ...Maintaining and Troubleshooting the HP ProLiant DL360 G9 Server Release 3 0 Issue 1 November 2015 ...

Page 2: ... computer programs in object code provided by Avaya or an Avaya Channel Partner whether as stand alone products pre installed on hardware products and any upgrades updates patches bug fixes or modified versions thereto Designated Processor means a single stand alone computing device Server means a Designated Processor that hosts a software application to be accessed by multiple users Instance mean...

Page 3: ...00 643 2353 for the United States and Canada For additional support telephone numbers see the Avaya Support website http support avaya com or such successor site as designated by Avaya Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to securityalerts avaya com Trademarks The trademarks logos and service marks Marks displayed in this site the Docum...

Page 4: ... Server 10 Diagnosing system faults using HP ProLiant DL360 G9 Server console 12 External Maintenance Field Replaceable Units 14 Hard disk drive problems 14 Power supply problems 18 Internal Field Replaceable Units 22 DVD RW problems 22 NIC problems 25 Thermal fan problems 29 DIMM problems 33 RAID Battery 35 Server Field Replaceable Unit 36 Global asset recovery policy 37 Appendix A Differences be...

Page 5: ...o Appliance Virtualization Platform Neither customers business partners distributors nor Avaya Associates interacting with customers and business partners should get BIOS or other firmware updates for any third party OEM servers forming part of Avaya s turnkey appliance offers Only consult Avaya provided downloads information and support All BIOS or firmware updates are provided through Avaya Go t...

Page 6: ...he 6 digit orderable codes under which servers are ordered On every server package there is a Packing Label and a Hierarchy Label The Hierarchy Label itemizes the stock list in the box of the 6 digit orderable code and Avaya recommends retaining them for reference Quality assurance product integrity testing and environmental international restrictions were completed by HP and verified with Avaya u...

Page 7: ... User Guides in the Content Type filter Only documents in the selected category will appear in the list of documents 7 Click Enter HP ProLiant DL360 G9 document set Documents HP ProLiant DL360 G9 Server User Guide HP ProLiant DL360 G9 Server Maintenance and Service Guide HP ProLiant DL360 G9 Troubleshooting Guide Volume I Troubleshooting HP ProLiant DL360 G9 Troubleshooting Guide Volume II Error M...

Page 8: ...B 3 0 connector 7 Hard Drive bays The HDDs read starting with top left then bottom left and continues to the right Front panel LEDs of HP ProLiant DL360 G9 Server Use these LEDs to identify hardware status and problems Maintaining and Troubleshooting the HP ProLiant DL360 G9 Server November 2015 Maintaining and Troubleshooting the HP ProLiant DL360 G9 Server 8 Comments on this document infodev ava...

Page 9: ...ng system faults using HP ProLiant DL360 G9 Server console on page 12 Flashing Red System health is critical To identify the component in a critical state see Diagnosing system faults using HP ProLiant DL360 G9 Server console on page 12 If possible check iLO BIOS logs Also check application s system log and SEL log from IPMI interface if possible 3 NIC Status LED Solid Green Link to network Flashi...

Page 10: ...nnector 3 9 NIC connector 2 10 NIC connector 1 11 iLO 4 connector 12 Serial connector 13 USB 3 0 connectors 14 FlexibleLOM bay Not used in Avaya configurations Rear panel LEDs of HP ProLiant DL360 G9 Server Use these LEDs to identify hardware status and problems Maintaining and Troubleshooting the HP ProLiant DL360 G9 Server November 2015 Maintaining and Troubleshooting the HP ProLiant DL360 G9 Se...

Page 11: ...3 Power supply 2 LED Solid Green Normal Off One or more of the following conditions exists AC power unavailable Power supply failed Power supply in standby mode Power supply exceeded current limit 4 Power supply 1 LED Solid Green Normal Off One or more of the following conditions exists AC power unavailable Power supply failed Power supply in standby mode Power supply exceeded current limit Rear p...

Page 12: ...t a monitor USB keyboard and mouse to HP ProLiant DL360 G9 Server Note Avaya customer must provide a keyboard mouse and monitor for the system when an Avaya or Business Partner tech must do work on site 2 Power up or reboot the server Follow Avaya application procedure if applicable 3 When the system displays the HP splash screen press F9 to go to System Utilities 4 From System Utilities navigate ...

Page 13: ...ck test of the hardware for 10 minutes or an extensive hardware test that might take two or more hours to complete Component Tests to diagnose Processor Memory Hard Drive Keyboard Mouse Network Optical Drive System Board USB Port and Video Test Logs displays test logs that includes Start Time type Result Failure ID and description IML Log displays IML logs that includes severity class initial time...

Page 14: ...G9 600GB 10K SAS 2 5 HDD Y DL360 380G9 900GB 10K SAS 2 5 HDD Y DL360 380G9 1 2TB 10K SAS 2 5 HDD Y DL360 380G9 200GB SATA 2 5 SSD Y if redundant DL360 380G9 500 WAC PWR SUP Y if redundant DL360 380G9 800 WAC PWR SUP Y if redundant DL360 380G9 800 WDC PWR SUP Y if redundant Related links Power supply problems on page 18 Hard disk drive problems Hard drive LEDs Use these indicators to identify statu...

Page 15: ... array If the array is currently rebuilding this status will clear when the new replacement drive has rebuilt Rebuild can take from 20 minutes up to 2 hours depending on the size of drive and activity of the system Off Removing the drive does not cause a logical drive to fail If an active drive is removed the other drives that are part of the array will indicate a status of do not remove 4 Drive s...

Page 16: ...n Drives are not recognized by Avaya application Data is inaccessible Server response time is slower than usual HP documentation references Troubleshooting Guide Volume 1 SAS SATA and SSD drive guidelines Troubleshooting Guide Volume 1 Drive problems hard drives and solid state drives Helpful guidelines When adding drives to the server observe the following general guidelines Drives must be of the...

Page 17: ...on procedures 7 Go to System Health Storage to diagnose the hard drive problem see Diagnosing system faults using HP ProLiant DL360 G9 Server console on page 12 Running Component Tests Hard Drive tests might not work because a RAID controller is installed in this server However you can view the Hard Drive status and health from System Health Storage 8 Check the Avaya Support website http support a...

Page 18: ...t recommended However only one drive must be replaced at a time until RAID array rebuild is complete 2 Replace the drive a Insert HDD SSD into empty drive slot b Secure HDD SSD by closing the latch c Refer to the Hard Drive LED table for the drive rebuild status d Check using Avaya application tools for RAID status if available Related links Hard disk drive problems on page 16 Power supply problem...

Page 19: ...ff it could mean any of the following AC power unavailable Power supply failed Power supply in standby mode Power supply exceeded current limit Related links External Maintenance Field Replaceable Units on page 14 Troubleshooting a power supply on page 19 Replacing a power supply on page 20 Troubleshooting a power supply About this task Follow the steps below to troubleshoot and replace one of the...

Page 20: ...For more information about system power LED status see Rear panel LEDs of HP ProLiant DL360 G9 Server on page 10 4 Check the power supply LEDs ensure they indicate that each power supply is working properly If the LEDs indicate a problem with a power supply red amber or off then check the power source If the power source is working properly then replace the power supply 5 If running a redundant co...

Page 21: ...on for more than 4 seconds to force the server to enter standby mode This method forces the server to enter standby mode without properly exiting applications and the OS If an application stops responding you can use this method to force a shutdown but be aware that file corruption could occur using this method 2 Replace failed power supply a Press tab 1 in the following figure b Pull supply out 2...

Page 22: ...al fan problems on page 29 DIMM problems on page 33 DVD RW problems Symptoms System does not boot from the drive Data read from the drive is inconsistent or drive cannot read data Drive is not detected HP documentation references Troubleshooting Guide Volume 1 Internal system problems Troubleshooting Guide Volume 1 CD ROM and DVD drive problems Related links Internal Field Replaceable Units on pag...

Page 23: ...erver boots from the CD ROM drive first 2 If data read from drive is inconsistent a Clean the drive and media b If a paper or plastic label has been applied to the surface of the CD or DVD in use remove the label and any adhesive residue 3 If drive is not detected a Ensure there are no loose connections b Ensure the cables are working properly If possible replace with known functional cables to te...

Page 24: ... Remove all power Disconnect each power cord from the power source Disconnect each power cord from the server 3 Extend the server from the rack 4 Remove the access panel 5 If installed remove the FBWC capacitor pack 6 To remove the DVD drive do the following a Remove 3 Torx screws by using a T 10 T 15 Torx screwdriver as shown in the below illustration b Disconnect the SATA DVD cable from rear of ...

Page 25: ... it along the edge of the system board 8 Install the access panel 9 Slide the server into the rack 10 Connect each power cord to the server 11 Connect each power cord to the power source 12 Power up the server Related links DVD RW problems on page 22 NIC problems Symptoms Network controller is installed but not working Network controller has stopped working Network controller stopped working when ...

Page 26: ...ections 3 Ensure the correct cable type is used for the network speed or that the correct SFP or DAC cable is used For dual port 10GB networking devices both SFP ports must have the same media for example DAC cable or equal SFP module Mixing different types of SFP SR LR on a single device is not supported 4 Ensure the network cable is working by replacing it with a known functional cable 5 Ensure ...

Page 27: ...must replace the server as NIC device is integrated onto server motherboard 8 If none of the ports are failed navigate to HP Diagnostics Menu Component Tests Networks and follow on screen directions to perform network tests Next steps If PCIe NIC is defective continue with the following removal and replacement procedures Related links NIC problems on page 25 Replacing a NIC About this task Follow ...

Page 28: ... rack 10 Connect the LAN segment cables 11 Connect each power cord to the server 12 Connect each power cord to the power source 13 Power up the server Related links NIC problems on page 25 PCIe riser card assembly About this task Use this procedure when adding or removing NIC cards Note Always follow safe electrostatic discharge practices Procedure 1 Power down the server according to Avaya s appl...

Page 29: ...D indicates a fan failure See Front panel LEDs of HP ProLiant DL360 G9 Server on page 8 Avaya application alarms fan failure Note For servers with redundant fans backup fans might spin up periodically to test functionality This is part of normal redundant fan operation HP documentation references Troubleshooting Guide Volume 1 Hot plug fan problems are occurring User Guide Hot plug fan Related lin...

Page 30: ...sor is installed install the fan blanks in bays 1 and 2 3 Ensure no ventilation problems exist If you have been operating the server for an extended period of time with the access panel removed airflow may have been impeded causing thermal damage to components 4 Verify the fan airflow path is not blocked by cables or other material 5 Ensure no POST error messages are displayed while booting the se...

Page 31: ...erver if necessary Fans are hot swappable 2 To remove the component a Extend the server from the rack If the server is to remain on with application up ensure power cord does not disconnect when extending server from rack b Remove the access panel Internal Field Replaceable Units November 2015 Maintaining and Troubleshooting the HP ProLiant DL360 G9 Server 31 Comments on this document infodev avay...

Page 32: ...e component a Install the Fan Module b Install the access panel c Slide the server into the rack Related links Thermal fan problems on page 29 Maintaining and Troubleshooting the HP ProLiant DL360 G9 Server November 2015 Maintaining and Troubleshooting the HP ProLiant DL360 G9 Server 32 Comments on this document infodev avaya com ...

Page 33: ...roubleshooting memory DIMMs on page 33 Replacing memory DIMMs on page 35 Troubleshooting memory DIMMs About this task Follow the steps below to troubleshoot a DL360 380G9 4GB RDIMM Procedure 1 If general memory problems are occurring a Navigate to HP Embedded Diagnostics System Health Memory see Diagnosing system faults using HP ProLiant DL360 G9 Server console on page 12 b Isolate and minimize th...

Page 34: ...HP Embedded Diagnostics Component Tests Then replace failed components as indicated 4 If the server fails to recognize existing memory a Reseat the memory b Ensure the memory is configured properly c Ensure a memory count error does not occur See the message displaying memory count during POST This can only be viewed with monitor and keyboard 5 If the server fails to recognize new memory a Ensure ...

Page 35: ...emove the access panel 5 Remove the DIMM 6 To replace the component reverse the removal procedure Related links DIMM problems on page 33 RAID Battery The RAID battery is customer replaceable unit CRU The RAID battery is not covered under the maintenance agreement The customer must order the RAID Battery by calling the appropriate Order Entry Fulfillment Collections OEFC center as listed in the fol...

Page 36: ... Support website at http support avaya com Server Field Replaceable Unit A Server FRU is based on the Server core components A server FRU will have the correct number 1 or 2 and type of CPUs High or Low it will have 4 DIMMs and the 4 embedded NIC ports The following components will need to be sourced from the existing server HDDs Power Supply Unit PSU PCIe Cards and any additional DIMMs over 4 Not...

Page 37: ...e authorization RMA policy on the Avaya Support website http support avaya com under Help Policies Policies Legal Global Asset Recovery Policy Global asset recovery policy November 2015 Maintaining and Troubleshooting the HP ProLiant DL360 G9 Server 37 Comments on this document infodev avaya com ...

Page 38: ...n a HP DL380 G9 is used is to accommodate a unique PCIe card that requires the 2u configuration The HP DL380 G9 server can consists of 2 HDDs Bays 8 HDDs each supporting a total of 16 HDDs The HP DL380 G9 server can consists of 6 full length PCIe slots The only Field Replaceable Unit that is unique to the HP DL380 G9 server is the Fan Tray November 2015 Maintaining and Troubleshooting the HP ProLi...

Page 39: ... 38 DL380 G9 38 L LEDs front panel 8 hard drive 14 rear panel 10 N NIC 25 P PCIe riser card assembly 28 power supply 18 20 R RDIMM 33 35 rear panel 10 buttons 10 LEDs 10 replacing DVD R W drive 23 fans 30 hard disk drive 17 NIC 27 power supply 20 RDIMM 35 return policy failed part 37 S Server FRU 36 server front view 8 server overview 5 server rear view 10 T troubleshooting DVD R W drive 23 fans 3...

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