HP ProLiant Servers Troubleshooting Guide
September 2005 (Third Edition) Part Number 375445-003
Page 1: ...HP ProLiant Servers Troubleshooting Guide September 2005 Third Edition Part Number 375445 003 ...
Page 2: ...technical or editorial errors or omissions contained herein Microsoft Windows and Windows NT are U S registered trademarks of Microsoft Corporation UNIX is a registered trademark of The Open Group Linux is a U S registered trademark of Linus Torvalds September 2005 Third Edition Part Number 375445 003 Audience assumptions This document is for the person who installs administers and troubleshoots s...
Page 3: ...20 POST problems flowchart 23 Operating system boot problems flowchart 24 Server fault indications flowchart 25 Hardware problems 27 Procedures for all ProLiant servers 27 Power problems 27 Power source problems 27 Power supply problems 27 UPS problems 28 General hardware problems 28 Problems with new hardware 28 Unknown problem 29 Third party device problems 30 Internal system problems 30 CD ROM ...
Page 4: ... on remote communication 48 Failure occurs during ROM flash 48 Target system is not supported 48 Software tools and solutions 49 Configuration tools 49 Array Configuration Utility 49 SmartStart software 49 SmartStart Scripting Toolkit 50 HP ROM Based Setup Utility 50 Option ROM Configuration for Arrays 52 HP ProLiant Essentials Rapid Deployment Pack 52 Re entering the server serial number and prod...
Page 5: ... care and maintenance configuration and setup 63 Installation and configuration information for the server management system 63 Installation and configuration information for the server setup software 64 iLO information 64 Key features option part numbers 64 Management of the server 64 Operating system installation and configuration information for factory installed operating systems 64 Operating ...
Page 6: ...cause ADG Enabler Dongle is Broken or Missing 69 Cache Has Been Disabled Likely Caused By a Loose Pin on One of the RAM Chips 70 Configuration Signature is Zero 70 Configuration Signature Mismatch 70 Controller Communication Failure Occurred 70 Controller Detected NVRAM Configuration not Present 70 Controller Firmware Needs Upgrading 70 Controller is Located in Special Video Slot 70 Controller Is ...
Page 7: ...the Factory Monitor and Performance Data 78 SCSI Port X Drive ID Y S M A R T Predictive Failure Errors Have Been Detected in the Power Monitor and Performance Data 78 SCSI Port X Drive ID Y Was Replaced On a Good Volume failure message 79 Set Configuration Command Issued 79 Soft firmware upgrade required 79 Storage Enclosure on SCSI Bus X has a Cabling Error Bus Disabled 79 Storage Enclosure on SC...
Page 8: ...d Passed Slot X Memory Module Y 115 EISA Expansion Bus Master Timeout Slot X 115 PCI Bus Error Slot X Bus Y Device Z Function X 115 Processor Correctable Error Threshold Passed Slot X Socket Y 115 Processor Uncorrectable Internal Error Slot X Socket Y 115 Real Time Clock Battery Failing 116 System AC Power Overload Power Supply X 116 System AC Power Problem Power Supply X 116 System Fan Failure Fa...
Page 9: ...tem information you need 126 Microsoft operating systems 126 Linux operating systems 127 Novell NetWare operating systems 128 SCO operating systems 128 IBM OS 2 operating systems 129 Sun Solaris operating systems 129 Acronyms and abbreviations 131 Index 135 ...
Page 10: ...ting flowcharts on page 17 that provide a common troubleshooting process for troubleshooting ProLiant servers The flowcharts identify a diagnostic tool or a process to solve the problem Hardware problems on page 27 When the symptoms point to a specific component use this section to find solutions for problems with power general components system boards system open circuits and short circuits and e...
Page 11: ...at may indicate a component is not connected properly If problems continue to occur remove and reinstall each device checking the connectors and sockets for bent pins or other damage Service notifications To view the latest service notifications refer to the HP website http www hp com go bizsupport Select the appropriate server model and then click the Troubleshoot a Problem link on the product pa...
Page 12: ...ive array NOTE ACU does not support mixing SAS and SATA drives in the same logical volume SCSI hard drive guidelines Each SCSI drive must have a unique ID The system automatically sets all SCSI IDs If only one SCSI hard drive is used install it in the bay with the lowest number Drives must be the same capacity to provide the greatest storage space efficiency when drives are grouped together into t...
Page 13: ...been selected in HP SIM or 3 drive firmware is being updated Off Off On The drive has been placed offline due to hard disk drive failure or subsystem communication failure You may need replace the drive Off Off Off 1 The drive is not configured as part of an array 2 the drive is configured as part of an array but it is a replacement drive that is not being accessed or being rebuilt yet or 3 the dr...
Page 14: ...page 16 4 Use the start diagnosis flowchart on page 18 to begin the diagnostic process Important safety information Familiarize yourself with the safety information in the following sections before troubleshooting the server Important safety information Before servicing this product read the Important Safety Information document provided with the server Symbols on equipment The following symbols m...
Page 15: ...quipment All troubleshooting and repair procedures are detailed to allow only subassembly module level repair Because of the complexity of the individual boards and subassemblies no one should attempt to make repairs at the component level or to make modifications to any printed wiring board Improper repairs can create a safety hazard WARNING To reduce the risk of personal injury or damage to the ...
Page 16: ...server exhibited problem symptoms for a period of time If the problem occurs randomly what is the duration or frequency To answer these questions the following information may be useful Run HP Insight Diagnostics on page 55 and use the survey page to view the current configuration or to compare it to previous configurations Refer to your hardware and software records for information Preparing the ...
Page 17: ...tart with the first flowchart in this section Start diagnosis flowchart on page 18 and follow the appropriate diagnostic path If the other flowcharts do not provide a troubleshooting solution follow the diagnostic steps in General diagnosis flowchart on page 18 The General diagnosis flowchart is a generic troubleshooting process to be used when the problem is not server specific or is not easily c...
Page 18: ...Diagnostic flowcharts 18 Start diagnosis flowchart Use the following flowchart to start the diagnostic process General diagnosis flowchart ...
Page 19: ...stic flowcharts 19 The General diagnosis flowchart provides a generic approach to troubleshooting If you are unsure of the problem or if the other flowcharts do not fix the problem use the following flowchart ...
Page 20: ... health LED is red or amber The internal health LED is red or amber NOTE For the location of server LEDs and information on their statuses refer to the server documentation Possible causes Improperly seated or faulty power supply Loose or faulty power cord Power source problem Power on circuit problem Improperly seated component or interlock problem Faulty internal component ...
Page 21: ...mptoms The server does not power on The power on standby 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 Possible causes Improperly seated or faulty power supply ...
Page 22: ...Diagnostic flowcharts 22 Loose or faulty power cord Power source problem Power on circuit problem Improperly seated component or interlock problem Faulty internal component ...
Page 23: ...oms 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 device Faulty video device ...
Page 24: ...ostic flowcharts 24 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 ...
Page 25: ...ported by Insight Management Agents on page 54 Server boots but the internal health LED or external health LED is red or amber 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 ...
Page 26: ...Diagnostic flowcharts 26 Unsupported component installed Redundancy failure System overtemperature condition ...
Page 27: ...re the outlet works Also be sure the power source meets applicable standards 3 Replace the power cord with a known functional power cord to be sure it is not faulty 4 Replace the power strip with a known functional power strip to be sure it is not faulty 5 Have a qualified electrician check the line voltage to be sure it meets the required specifications 6 Be sure the proper circuit breaker is in ...
Page 28: ...r operation The UPS sleep mode can be turned off through the configuration mode on the front panel 9 Change the battery to be sure damage was not caused by excessive heat particularly if a recent air conditioning outage has occurred NOTE The optimal operating temperature for UPS batteries is 25 C 77 F For approximately every 8 C to 10 C 16 F to 18 F average increase in ambient temperature above th...
Page 29: ...o be sure all system components recognize the changes If you do not run the utility you may receive a POST error message indicating a configuration error After you check the settings in RBSU save and exit the utility and then restart the server For more information on RBSU refer to the HP ROM Based Setup Utility User Guide on the Documentation CD or the HP website http www hp com servers smartstar...
Page 30: ...tarting the server each time to determine if the device is working move the device a To a different slot on the same bus not applicable for PCI Express b To a PCI PCI X or PCI Express slot on a different bus c To the same slot in another working server of the same or similar design If the board works in any of these slots either the original slot is bad or the board was not properly seated Reinser...
Page 31: ...he original cables were faulty 4 Be sure the correct current driver is installed DAT drive problems Sense error codes are displayed Action Refer to the Troubleshooting DAT Drives white paper for information on DAT drive sense error codes Search for it on the HP website http www hp com DAT drive error or failure occurs Action 1 Be sure drivers software and firmware are upgraded to the latest revisi...
Page 32: ... bad Run the diskette utility to check for fragmentation CHKDSK on some systems Diskette drive cannot read a diskette Action 1 If the diskette is not formatted format the diskette 2 Check the type of drive you are using and be sure you are using the correct diskette type Drive is not found Action Be sure no loose connections on page 11 exist with the drive Non system disk message is displayed Acti...
Page 33: ...drive leader is connected to the buckling link hook To examine the drive take up leader tilt the cartridge receiver door on the front of the drive and look inside to see that the drive leader is connected to the buckling link hook which should be engaged in the leader slot DLT drive failure occurs Action Be sure the power and signal cables are properly connected Be sure the power and signal cable ...
Page 34: ...lems 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 Refer to the server documentation for further requirements 4 Be sure no POST error messages POST error messages and beep codes on page 84 are displayed while booting the server that indicate temperature violation or fan fai...
Page 35: ... LEDs 2 Be sure no loose connections on page 11 exist 3 Remove the hard drive and be sure the configuration jumpers are set properly 4 If using an array controller be sure the hard drive is configured in an array Run the array configuration utility 5 Be sure the drive is properly configured Refer to the drive documentation to determine the proper configuration 6 If it is a non hot plug drive be su...
Page 36: ... of DIMMs by removing all other DIMMs Then isolate the failed DIMM by switching each DIMM in a bank with a known working DIMM Remove any third party memory Run HP Insight Diagnostics on page 55 to test the memory Server is out of memory Action 1 Be sure the memory is configured properly Refer to the application documentation to determine the memory configuration requirements 2 Be sure no operating...
Page 37: ...or long periods with the access panel open or removed Operating the server in this manner results in improper airflow and improper cooling that can lead to thermal damage 1 If applicable check the PPM LEDs to identify if a PPM failure occurred For information on LEDs refer to the server documentation 2 Reseat each PPM and then restart the server 3 If reseating the PPMs is not effective remove all ...
Page 38: ...er in this manner results in improper airflow and improper cooling that can lead to thermal damage 1 Check the server LEDs to see if any statuses indicate the source of the problem For LED information refer to the server documentation 2 Remove all power sources to the server 3 Be sure no loose connections on page 11 exist in the area 4 Be sure each component in the area is working Refer to the sec...
Page 39: ...password by using the Password Disable switch on the system board Refer to the server documentation 9 If the video expansion board is installed in a PCI Hot Plug slot be sure the slot has power by checking the power LED on the slot if applicable Refer to the server documentation 10 Be sure the server and the OS support the video expansion board Monitor does not function properly with energy saver ...
Page 40: ...tions on page 11 exist 3 Be sure the correct printer drivers are installed Printer output is garbled Action Be sure the correct printer drivers are installed Local I O cable problems NOTE The local I O cable is used only with HP ProLiant p Class server blades Action If the local I O cable does not have hot plug functionality be sure you are not using a PS 2 keyboard or mouse With a PS 2 keyboard o...
Page 41: ...m connection Modem does not answer an incoming call Action 1 Enable the auto answer option in the communications software 2 Be sure an answering machine is not answering the line before the modem is able to answer a Turn off the answering machine or Reconfigure the auto answer option to respond in fewer rings than the answering machine b Restart the server and then reattempt the connection Modem d...
Page 42: ...he ISP 3 If this does not work force a slower baud rate 14400 baud with the AT command AT Q6N0S37 11 You are unable to connect at 56 Kbps Action 1 Find out the maximum baud rate at which the ISP connects and change the settings to reflect this Reattempt to connect at a lower baud rate 2 Be sure no line interference exists Retry the connection by dialing the number several times If conditions remai...
Page 43: ...ged 7 Run Insight Diagnostics HP Insight Diagnostics on page 55 and replace failed components as indicated Network controller stopped working when an expansion board was added Action 1 Be sure no loose connections on page 11 exist 2 Be sure the server and operating system support the controller Refer to the server and operating system documentation 3 Be sure the new expansion board has not changed...
Page 44: ...es hardware options software tools and operating systems supported by the server Refer to Software tools and solutions on page 49 for more information Operating system problems and resolutions Operating system problems Operating system locks up Action Scan for viruses with an updated virus scan utility General protection fault occurs A general protection fault or general protection error occurs wh...
Page 45: ...ng the operating system read the release notes for each update If you do not require specific fixes from the update it is recommended that you do not apply the updates Some updates overwrite files specific to HP If you decide to apply an operating system update 1 Perform a full system backup 2 Apply the operating system update using the instructions provided 3 Install the current drivers If you ap...
Page 46: ...more information Windows 2000 Emergency Repair Diskette If the operating system was factory installed click Start Programs System Tools to access the Emergency Repair Disk Utility Refer to the operating system documentation for more information Novell NetWare Repair traditional volumes with VREPAIR On NetWare 5 X systems repair NSS volumes with the NSS menu command and on NetWare 6 systems repair ...
Page 47: ...w these requirements for using the Remote ROM flash utility A local administrative client system that is running the Microsoft Windows NT 4 0 Windows 2000 or Windows Server 2003 operating system One or more remote servers with system ROMs requiring upgrade An administrative user account on each target system The administrative account must have the same username and password as the local administr...
Page 48: ...online preparation the ROM flash does not occur for the target system An error message describing the broken connection displays and the program exits Attempt to ascertain and correct the cause of connection failure and then restart the process Failure occurs during ROM flash After the online flash preparation has been successfully completed the system ROM is flashed offline The flash cannot be in...
Page 49: ...lors Servers running Microsoft operating systems require Internet Explorer 5 5 with Service Pack 1 or later For Linux servers refer to the README TXT file for additional browser and support information For more information refer to the HP Array Configuration Utility User Guide on the Documentation CD or the HP website http www hp com SmartStart software SmartStart is a collection of software that ...
Page 50: ...ration process cuts time from each server deployed making it possible to scale server deployments to high volumes in a rapid manner For more information and to download the SmartStart Scripting Toolkit refer to the HP website http www hp com servers sstoolkit HP ROM Based Setup Utility RBSU an embedded configuration utility performs a wide range of configuration activities that may include Configu...
Page 51: ...xit RBSU and allow the server to reboot automatically For more information refer to the HP ROM Based Setup Utility User Guide on the Documentation CD or the HP website http www hp com servers smartstart Boot options After the auto configuration process completes or after the server reboots upon exit from RBSU the POST sequence runs and then the boot option screen is displayed This screen is visibl...
Page 52: ...iris Deployment Solution and the HP ProLiant Integration Module The intuitive graphical user interface of the Altiris Deployment Solution console provides simplified point and click and drag and drop operations that enable you to deploy target servers including server blades remotely It enables you to perform imaging or scripting functions and maintain software images For more information about th...
Page 53: ...stem The ROMPaq utility checks the system and provides a choice if more than one exists of available ROM revisions This procedure is the same for both system and option ROMPaq utilities For more information about the ROMPaq utility refer to the HP website http www hp com servers manage Remote Insight Lights Out Edition II RILOE II enables browser access to servers through a hardware based OS indep...
Page 54: ...g and emailing support tickets that deliver a snapshot of the storage system For more information and to download the utility refer to the StorageWorks L TT website http h18006 www1 hp com products storageworks ltt HP Systems Insight Manager HP SIM is a web based application that allows system administrators to accomplish normal administrative tasks from any remote location using a web browser HP ...
Page 55: ...4 For additional clustering documentation refer to the High Availability website http h18004 www1 hp com solutions enterprise highavailability Diagnostic tools HP Insight Diagnostics HP Insight Diagnostics is a proactive server management tool available in both offline and online versions that provides diagnostics and troubleshooting capabilities to assist IT administrators who verify server insta...
Page 56: ...change occurs between data gathering intervals the Survey Utility marks the previous information and overwrites the Survey text files to reflect the latest changes in the configuration Survey Utility is installed with every SmartStart assisted installation or can be installed through the HP PSP ProLiant Support Packs on page 58 Integrated Management Log The IML records hundreds of events and store...
Page 57: ... error logs For more information refer to the HP website http h18000 www1 hp com support svctools Open Services Event Manager OSEM is a standalone tool that performs real time reactive and proactive service event filtering analysis and notification The tool gathers event data from SNMP traps or information provided over an HTTP interface and notifies an administrator or HP through SMTP and ISEE Fo...
Page 58: ...t Microsoft or Novell depending on the operating system and follow the link to the appropriate Resource Paq ProLiant Support Packs PSPs represent operating system specific bundles of ProLiant optimized drivers utilities and management agents Refer to the PSP website http h18000 www1 hp com products servers management psp html Operating system version support Refer to the operating system support m...
Page 59: ...M image are available in either redundant ROM or a ROM backup Redundant ROM support The server enables you to upgrade or configure the ROM safely with redundant ROM support The server has a 4 MB ROM that acts as two separate 2 MB ROMs In the standard implementation one side of the ROM contains the current ROM program version while the other side of the ROM contains a backup version NOTE The server...
Page 60: ...ating system tools Automatically checks for hardware firmware and operating system dependencies and installs only the correct ROM upgrades required by each target server To download the tool and for more information refer to the HP website http h18000 www1 hp com support files index html For OS specific procedures refer to the HP Online ROM Flash User Guide on the HP website http h18023 www1 hp co...
Page 61: ...6 x HP Firmware Maintenance CD 7 0 or later 2 Select the Maintenance tab Current firmware versions Automatic firmware updates Subscriber s Choice http www hp com go subscriberschoice VCRM Version control on page 58 Manual firmware updates Download the latest firmware updates from the HP website http h18023 www1 hp com support files server us romflash html Updating firmware To verify the firmware v...
Page 62: ...p www hp com go bizsupport Select the appropriate server model and then click the Troubleshoot a Problem link on the product page Subscriber s choice HP s Subscriber s Choice is a customizable subscription sign up service that customers use to receive personalized email product tips feature articles driver and support alerts or other notifications To create a profile and select notifications refer...
Page 63: ...iness Support Center http www hp com go bizsupport HP Industry Standard Server Technology Papers http h18004 www1 hp com products servers technology whitepapers index html General server resources Additional product information Refer to product information on the HP Servers website http www hp com country us eng prodserv servers html Device driver information Refer to driver information on the HP ...
Page 64: ...factory installed operating systems Refer to the factory installed operating system installation documentation that ships with the server Operating system version support Refer to the operating system support matrix http www hp com go supportos Overview of server features and installation instructions Refer to the server user guide on the Documentation CD or on the HP Business Support Center websi...
Page 65: ...stallation 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 Documentation CD that ships with the server HP Business Support Center website http www hp com go bizsupport HP Technical Documentation website http www docs hp com Teardown procedures part...
Page 66: ...nformation in the server documentation before removing replacing reseating or modifying system components Accelerator Board not Detected Description Array controller did not detect a configured array accelerator board Action Install an array accelerator board on an array controller If an array accelerator board is installed check for proper seating on the array controller board Accelerator Error L...
Page 67: ...e cache is still enabled but writes are no longer being posted This problem usually occurs when a problem with the drive or drives occurs Action Resolve the problem with the drive or drives The controller can then write the dirty data to the drives Posted writes operations are restored Accelerator Status Dirty Data Detected Unable to write dirty data to drives Description At least one cache line c...
Page 68: ...newer data may have been overwritten Action If newer data was overwritten you may need to restore newer data otherwise normal operation should continue Accelerator Status Permanently Disabled Description Array accelerator board has been permanently disabled It will remain disabled until it is reinitialized using ACU Action Check the Disable Code field Run ACU Array Configuration Utility on page 49...
Page 69: ...fully operational If more than 75 of the batteries are not fully charged allow 36 hours to recharge them Array Accelerator Battery Pack X Below Reference Voltage Recharging Description Battery pack on the array accelerator is below the required voltage levels Action Replace the array accelerator board if the batteries do not recharge within 36 powered on hours Board in Use by Expand Operation Desc...
Page 70: ...escription Controller communication failure occurred ADU was unable to successfully issue commands to the controller in this slot Action 1 Be sure all cables are properly connected and working 2 Be sure the controller is working and replace if needed Controller Detected NVRAM Configuration not Present Description EISA NVRAM does not contain a configuration for this controller Action Run the server...
Page 71: ...sable Command Issued Description The issuing of the Accelerator Disable command has disabled posted writes This occurred because of an operating system device driver Action Restart the system Run ACU Array Configuration Utility on page 49 to reinitialize the array accelerator board Drive Bay X Firmware Needs Upgrading Description Firmware on this physical drive is below the latest recommended vers...
Page 72: ...on Verify data on the drives Always power down the server before powering down any external drive enclosures Drive Bay X is Failed Description The indicated physical drive has failed Action 1 Check for loose cable connections Loose connections on page 11 2 If cable connectors are secure replace the drive Drive Bay X is Undergoing Drive Recovery Description This drive is being rebuilt from the corr...
Page 73: ...ive X Indicates Position Y Description Message indicates a designated physical drive which seems to be scrambled or in a drive bay other than the one for which it was originally configured Action 1 Examine the graphical drive representation on ADU Array Diagnostic Utility on page 56 to determine proper drive locations 2 Power down the server 3 Remove drive X and place it in drive position Y 4 Rear...
Page 74: ... the applicable server user guide memory requirements Inter Controller Link Connection Could Not Be Established Description Unable to communicate over the link connecting the redundant controllers Action Be sure both controllers are using the same hardware and firmware revisions If one controller failed replace it Less Than 75 Batteries at Sufficient Voltage Description The operation of the array ...
Page 75: ...se permanent data loss Action Replace the failed drive as soon as possible Logical Drive X Status Loose Cable Detected SOLUTION Turn the system off and attempt to reattach any loose connections If this does not work replace the cable s and connection s Description At power up the system does not detect a configured physical drive or an external storage unit that was previously detected before the ...
Page 76: ...ves May Be Marked FAILED Until Corrected Description At power up the system does not detect a configured physical drive or an external storage unit that was previously detected before the last system shutdown This event can occur if the user removes one or more drives after the system is powered down or if a loose cable or malfunction prevents the drives from spinning up Action If a drive or enclo...
Page 77: ...are using the same capacity array accelerator RIS Copies Between Drives Do Not Match Description The drives on this controller contain copies of the RIS that do not match The hard drives in the array do not have matching configuration information Action 1 Resolve all other errors encountered 2 Obtain the latest version of ADU and then rerun ADU Array Diagnostic Utility on page 56 3 If unconfigured...
Page 78: ...nable to communicate with the drive because the cable is not securely connected or the drive cage connection has failed Action 1 Power down the system 2 Reconnect the cable securely 3 Restart the system 4 If the problem persists replace the cables and connectors as needed SCSI Port X Drive ID Y RIS Copies Within This Drive Do Not Match Description The copies of RIS on the drive do not match Action...
Page 79: ... new drives in the system Action Update all drives to the latest firmware version Storage Enclosure on SCSI Bus X has a Cabling Error Bus Disabled SOLUTION The SCSI controller has an internal and external cable attached to the same bus Please disconnect the internal or external cable from the controller If this controller supports multiple buses the cable disconnected can be reattached to an avail...
Page 80: ...us X Indicated that the Fan is Degraded SOLUTION this condition usually occurs on enclosures with multiple fans and one of those fans has failed Replace any fans not operating properly Description One or more fans in the external storage unit have failed Action Replace the failed fans Storage Enclosure on SCSI Bus X Indicated that the Fan Module is Unplugged SOLUTION Make sure the fan module is pr...
Page 81: ...operation is completed Swapped Cables or Configuration Error Detected An Unsupported Drive Arrangement Was Attempted SOLUTION Power down system then move drives back to their original location Description One or more physical drives were moved causing a configuration that is not supported Action Move all drives to their original locations and then refer to the server documentation for supported co...
Page 82: ...trollers as being installed in the same slot Action 1 Be sure both controllers are fully seated in their slots If the problem persists this might indicate a controller problem or a system board problem 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 2 Remo...
Page 83: ...ntroller If this doesn t help contact your HP service provider Description ADU Array Diagnostic Utility on page 56 requested the identify controller data from the controller but was unable to obtain it This usually indicates that the controller is not seated properly or has failed Action 1 Power down the server 2 Be sure the controller is fully seated 3 Restart the server 4 Resolve any error messa...
Page 84: ... sure that the cache board is fully connected to the controller Wrong Accelerator Description This may mean that the board was replaced in the wrong slot or was placed in a system previously configured with another board type Included with this message is a message indicating 1 the type of adapter sensed by ADU Array Diagnostic Utility on page 56 and 2 the type of adapter last configured in EISA N...
Page 85: ...None Advanced Memory Protection mode Multi board mirrored memory with Advanced ECC Xxxx MB System memory and xxxx MB memory reserved for Mirroring Audible Beeps None Possible Cause This message indicates Mirrored Memory is enabled and indicates the amount of memory reserved for this feature Action None Advanced Memory Protection mode RAID memory with Advanced ECC Xxxx MB System memory and xxxx MB ...
Page 86: ... DMA controller has experienced a critical error that has caused an NMI Action Run Insight Diagnostics HP Insight Diagnostics on page 55 and replace failed components as indicated Fatal Express Port Error Audible Beeps None Possible Cause A PCI Express port has experienced a fatal error that caused an NMI Action Run Insight Diagnostics HP Insight Diagnostics on page 55 and replace the failed PCI E...
Page 87: ...exceeds recommended levels fan solution is insufficient or fans have failed Action Adjust ambient temperature install fans or replace failed fans Illegal Opcode System Halted Audible Beeps None Possible Cause The server has entered the Illegal Operator Handler because of an unexpected event This error is often software related and does not necessarily indicate a hardware issue Action Run Insight D...
Page 88: ...stall a processor in the corresponding socket Mixed processor speeds detected Please make sure that all processors are the same speed System Halted Audible Beeps 1 long 1 short Description Mixed processor speeds are not supported Action Refer to the server documentation for supported processors Be sure that all installed processors are the same speed Network Server Mode Active and No Keyboard Atta...
Page 89: ... a memory DIMM Action Run Insight Diagnostics HP Insight Diagnostics on page 55 to identify failed DIMMs Then use the DIMM LEDs to identify failed DIMMs and replace the DIMMs PCI Bus Parity Error PCI Slot x Audible Beeps None Possible Cause A PCI device has generated a parity error on the PCI bus Action For plug in PCI cards remove the card For embedded PCI devices run Insight Diagnostics and repl...
Page 90: ...tionary temperature level and is shutting down in X seconds Action Adjust the ambient temperature install fans or replace any failed fans Unsupported Processor Detected System will ONLY boot ROMPAQ Utility System Halted Audible Beeps 1 long 1 short Possible Cause Processor and or processor stepping is not supported by the current system ROM Action Refer to the server documentation for supported pr...
Page 91: ... information that ships with the Type 2 PCI device WARNING ProLiant Demand Based Power Management cannot be supported with the following processor configuration The system will run in Full Performance mode Audible Beeps None Possible Cause The system is configured for HP Static Low mode and the current processor cannot support this mode Action For more information about the Power Regulator for Pro...
Page 92: ...rd If you believe the system board requires replacement contact HP Technical Support before proceeding Action Contact an authorized service provider for a system board replacement 104 ASR Timer Failure Audible Beeps None Possible Cause System board failure CAUTION Only authorized technicians trained by HP should attempt to remove the system board If you believe the system board requires replacemen...
Page 93: ...cated 203 Memory Address Error Audible Beeps None Possible Cause Memory failure detected Action Run Insight Diagnostics HP Insight Diagnostics on page 55 and replace failed components as indicated 207 Invalid Memory Configuration DIMMs Must be Installed Sequentially Audible Beeps 1 long 1 short Possible Cause Installed DIMMs are not sequentially ordered Action Reinstall DIMMs in proper order 207 I...
Page 94: ...ank X Not Utilized Audible Beeps 1 long 1 short Possible Cause Installed DIMMs in the same bank are of different sizes Action Install correctly matched DIMMs 207 Invalid Memory Configuration Unsupported DIMM in Bank x Audible Beeps 1 long 1 short Possible Cause One of the DIMMs in bank X is of an unsupported type Action Install supported DIMMs to fill the bank 207 Invalid Memory Configuration Sing...
Page 95: ...r than another bank Action Install or reinstall DIMMs to support online spare configuration 209 Hot add Memory Configuration Boards must be installed sequentially Audible Beeps 1 long 1 short Possible Cause Memory boards are not installed sequentially Action Install or reinstall memory boards sequentially 209 Mirror Memory Configuration Memory Sizes on boards X and Y do not match Audible Beeps 1 l...
Page 96: ...tics HP Insight Diagnostics on page 55 and replace failed components as indicated 300 Series 301 Keyboard Error Audible Beeps None Possible Cause Keyboard failure occurred Action 1 Power down the server and then reconnect the keyboard 2 Be sure no keys are depressed or stuck 3 If the failure reoccurs replace the keyboard 301 Keyboard Error or Test Fixture Installed Audible Beeps None Possible Caus...
Page 97: ...Series 40X Parallel Port X Address Assignment Conflict Audible Beeps 2 short Possible Cause Both external and internal ports are assigned to parallel port X Action Run the server setup utility and correct the configuration 404 Parallel Port Address Conflict Detected A hardware conflict in your system is keeping some system components from working correctly If you have recently added new hardware r...
Page 98: ...Possible Cause Mismatch in drive type occurred Action Run the server setup utility to set the diskette drive type correctly 611 Primary Floppy Port Address Assignment Conflict Audible Beeps 2 short Possible Cause A hardware conflict in the system is preventing the diskette drive from operating properly Action 1 Run the server setup utility to configure the diskette drive port address and manually ...
Page 99: ...ttings if the system is connected to the AC power source Action Replace battery or add external battery 1610 Temperature Violation Detected Waiting 5 Minutes for System to Cool Audible Beeps None Possible Cause The ambient system temperature exceeded acceptable levels Action Lower the room temperature 1610 Temperature Violation Detected Waiting 5 Minutes for System to Cool Press Esc key to resume ...
Page 100: ...talled 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 the problem persists replace the failed fans 1611 Fan x Failure Detected 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...
Page 101: ...roperly connected and each fan is properly seated 3 If the problem persists replace the failed fans 4 If a known working replacement fan is not spinning replace the assembly 1611 Power Supply Zone Fan Assembly Failure Detected Single fan failure Assembly will provide adequate cooling Audible Beeps None Possible Cause Required fan is not spinning Action Replace the failed fan to provide redundancy ...
Page 102: ...the system board or AC power source Action Reseat the power supply firmly and check the power cable or replace power supply 1616 Power Supply Configuration Failure A working power supply must be installed in Bay 1 for proper cooling System Halted Audible Beeps None Possible Cause Power supply is improperly configured Action Run the server setup utility and correct the configuration 1700 Series 171...
Page 103: ...terrupted by a power cycle or flash ROM is failing The controller detected a ROM checksum error and automatically switched to the backup ROM image Action If this backup ROM image is a lower version than the originally running image update the controller to the latest firmware version 1715 Slot X Drive Array Controller Memory Error s Occurred Warning Corrected Memory Error s were detected during co...
Page 104: ...the drive and restore all data afterward If the drive is part of a fault tolerant configuration do not replace the drive unless all other drives in the array are online 1724 Slot X Drive Array Physical Drive Position Change s Detected Logical drive configuration has automatically been updated Audible Beeps None Possible Cause The logical drive configuration has been updated automatically following...
Page 105: ...D ADG configured but ADG is not supported on this controller model Audible Beeps None Possible Cause RAID ADG configured by ADG is not supported on this controller model Action Replace the controller with a model that supports RAID ADG 1762 Slot X Drive Array Controller Firmware Upgrade Needed Audible Beeps None Possible Cause Different firmware versions are running on the base controller and the ...
Page 106: ...t F1 to continue with logical drives disabled Select F2 to accept data loss and to re enable logical drives Audible Beeps None Possible Cause Data was lost while the array was expanded therefore the drives have been temporarily disabled Capacity expansion failed due to Array accelerator or hard drive failed or was removed expansion progress data lost Expansion progress data could not be read from ...
Page 107: ...e cable backplane or Smart Array Controller 1775 Slot X Drive Array ProLiant Storage System Not Responding SCSI Port Y Turn system and storage box power OFF and check cables Drives in this box and connections beyond it will not be available until the cables are attached correctly Audible Beeps None Action For cabling configuration information refer to the storage enclosure documentation 1776 Slot ...
Page 108: ...ower Supply Malfunction Detected SCSI Port Y Wide SCSI Transfer Failed SCSI Port Y Interrupt Signal Inoperative SCSI Port y Unsupported ProLiant Storage System Detected Audible Beeps None Possible Cause Environment threshold was violated on the drive enclosure Action Check cooling fan operation by placing a hand over the fan Be sure the internal plenum cooling fan in tower servers or storage syste...
Page 109: ...rred while attempting to flash the ROM Action 1 Reseat the array accelerator module 2 Reseat the controller in the PCI slot 3 If the problem persists replace the array controller 1783 Intelligent Drive Array Controller Failure Audible Beeps None Possible Cause Integrated array controller firmware is corrupt or the controller failed Action 1 Update the controller to the latest firmware version 2 If...
Page 110: ...oting Disk 1 Audible Beeps None Possible Cause The operating system has marked the RAID 1 bootable partition on Disk 0 as bad or the hard drive has failed Action The system attempts to boot from Disk 1 Perform one of the following actions Replace the primary drive if applicable and re mirror the data from the secondary drive Repair the logical drive Refer to the operating system documentation 1786...
Page 111: ...was aborted due to a read error from another physical drive in the array back up all readable data on the array run ADU and then restore the data 1787 Drive Array Operating in Interim Recovery Mode Physical drive replacement needed Drive X Audible Beeps None Possible Cause Hard drive X failed or cable is loose or defective Following a system restart this message notes that drive X is defective and...
Page 112: ...led drives 7 Press the F1 key to start the system with all logical drives on the controller disabled Be sure the system is always powered up and down correctly When powering up the system all external storage systems must be powered up before the server When powering down the system the server must be powered down before external storage systems 1792 Drive Array Reports Valid Data Found in Array A...
Page 113: ...isabled Audible Beeps None Possible Cause Array accelerator is defective or is missing Depending on the array controller model the cache may be disabled or the controller might not be usable until this problem is corrected Action 1 Reseat the array accelerator daughter board if the connector is loose 2 If the problem persists replace the board 1797 Drive Array Array Accelerator Read Error Occurred...
Page 114: ...s 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 information may not apply to the server you are troubleshooting Refer to the server documentation for information on procedures hardware options software tools and operating systems s...
Page 115: ...sed System Memory Corrected Memory Error Threshold Passed Memory Module Unknown Event Type Correctable error threshold exceeded Action Continue normal operation and then replace the memory module during the next scheduled maintenance to ensure reliable operation EISA Expansion Bus Master Timeout Slot X EISA Expansion Bus Slave Timeout EISA Expansion Board Error Slot X EISA Expansion Bus Arbitratio...
Page 116: ...tage problem Action Check for any power source problems System Fan Failure Fan X Location Event Type Fan failure Action Replace the fan System Fans Not Redundant Event Type Fans not redundant Action Add a fan or replace the failed fan System Overheating Zone X Location Event Type Overheating condition Action Check fans System Power Supplies Not Redundant Event Type Power supply not redundant Actio...
Page 117: ...Service Guide on the HP website http www hp com products servers proliant bl p class info 2 Access the diagnostics 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 Server blade management module error codes Server blade error codes Location LED codes Server Blade Slot 1 1 1 or 1 2 Server Blade...
Page 118: ...e Guide on the HP website http www hp com products servers proliant bl p class info Server blade management module power backplane B error codes LED code 12 1 12 2 12 3 or 12 4 Location Server blade power backplane 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 Replace the power backplane For m...
Page 119: ... 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 the HP website http www hp com products servers proliant bl p class info Interconnect Module A 6 Connector Error Code LED code 17 1 or 17 2 Location Interconnect module side A 6 connector Action Perfor...
Page 120: ...t module 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 Unknown server blade management module error code LED code 19 1 Location Unknown 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 Repla...
Page 121: ... code display on the media board IMPORTANT Be sure the port 84 85 switch is set to display port 85 codes on the media board 2 Locate the code in the following table 3 Reference the designated section in this guide for the appropriate troubleshooting steps For example if the port 85 code displays 31h refer to Processor related port 85 codes on page 121 for more information Port 85 code Description ...
Page 122: ...t if the PPM is missing 4 Replace the processor in socket 1 5 Replace the processor board if applicable 6 Replace the system board IMPORTANT If replacing the system board or clearing NVRAM you must re enter the server serial number through RBSU Re entering the server serial number and product ID on page 52 Memory related port 85 codes Memory related port 85 codes display on the media board in the ...
Page 123: ...rs except the processor installed in socket 1 IMPORTANT Processor socket 1 and PPM slot 1 must be populated at all times or the server will not function properly PPMs except the PPM installed in slot 1 DIMMS except the first bank from one memory board Hard drives Peripheral devices 3 Install the expansion boards one at a time rebooting between each installation to isolate the failed expansion boar...
Page 124: ... bank from one memory board Hard drives Peripheral devices 2 Install each remaining system component rebooting between each installation to isolate any failed components 3 Clear the system NVRAM 4 Replace the system board IMPORTANT If replacing the system board or clearing NVRAM you must re enter the server serial number through RBSU Re entering the server serial number and product ID on page 52 ...
Page 125: ...le 24 hours a day 7 days a week For continuous quality improvement calls may be recorded or monitored If you have purchased a Care Pack service upgrade call 1 800 633 3600 For more information about Care Packs refer to the HP website http www hp com Outside North America call the nearest HP Technical Support Phone Center For telephone numbers for worldwide Technical Support Centers refer to the HP...
Page 126: ... on page 126 List of third party HP and Compaq software installed PCAnywhere information if installed Verification of latest drivers installed Verification of latest ROM BIOS Verification of latest firmware on array controllers and drives Results from attempts to clear NVRAM Operating system information you need Depending on the problem you may be asked for certain pieces of information Be prepare...
Page 127: ...Collect the following information Operating system distribution and version Look for a file named etc distribution release for example etc redhat release Kernel version in use Output from the following commands performed by root lspci v uname a cat proc meminfo cat proc cpuinfo rpm ga dmesg lsmod ps ef ifconfig a chkconfig list mount Contents of the following files var log messages etc modules con...
Page 128: ...lectronic copies to e mail to a support technician of SYS SYSTEM SYS LOG ERR SYS SYSTEM ABEND LOG SYS ETC CPQLOG LOG SYS SYSTEM CONFIG TXT SYS SYSTEM SURVEY TXT Current patch level A list of each third party hardware component installed with the firmware revisions A list of each third party software component installed with the versions A detailed description of the problem and any associated erro...
Page 129: ...rsion of the SSD used List of drivers from the SSD Versions of the OS 2 Management Insight Agents CPQB32 SYS and OS 2 Health Driver use The drive subsystem and file system information Number and size of partitions and logical drives File system on each logical drive Warp Server version used and Whether Entry Advanced Advanced with SMP or e Business All services running at the time the problem occu...
Page 130: ...s File system on each logical drive A list of all third party hardware and software installed with versions A detailed description of the problem and any associated error messages Printouts or electronic copies to e mail to a support technician of usr sbin crash accesses the crash dump image at var crash hostname var adm messages etc vfstab usr sbin prtconf ...
Page 131: ...ion Utility ADG Advanced Data Guarding also known as RAID 6 ADU Array Diagnostics Utility CCITT International Telegraph and Telephone Consultative Committee CS cable select DMA direct memory access DU driver update EFS Extended Feature Supplement EULA end user license agreement FC Fibre Channel HTTP hypertext transfer protocol ...
Page 132: ...L Integrated Management Log IP Internet Protocol ISEE Instant Support Enterprise Edition ISP Internet service provider KVM keyboard video and mouse LED light emitting diode LVD low voltage differential NMI non maskable interrupt NVRAM non volatile memory OBDR One Button Disaster Recovery ORCA Option ROM Configuration for Arrays ...
Page 133: ...ck RBSU ROM Based Setup Utility RILOE Remote Insight Lights Out Edition RILOE II Remote Insight Lights Out Edition II RIS reserve information sector ROM read only memory SAS serial attached SCSI SATA serial ATA SIM Systems Insight Manager SIMM single inline memory module SMART self monitoring analysis and reporting technology ...
Page 134: ...d abbreviations 134 SNMP Simple Network Management Protocol SSD support software diskette UPS uninterruptible power system USB universal serial bus VCA Version Control Agent VCRM Version Control Repository Manager ...
Page 135: ...pgrade 53 blank screen 38 blue screen event 115 booting problems 30 booting the server 30 C cables 11 76 80 81 cables VGA 39 cabling 63 cache replacing 67 Care Pack 58 cartridge tape 33 cautions 15 CD ROM drive 30 Change Control 58 clustering software guidelines 55 Color 39 COM port 99 command syntax 47 command line syntax error 47 commercial online network support 62 common problem resolution 11 ...
Page 136: ... global protocol error 86 H hard drive problems diagnosing 35 hard drive failure of 35 hard drives 12 35 hardware features 27 hardware problems 27 28 35 36 hardware supported 27 hardware troubleshooting 27 28 29 30 38 health driver 53 hotfixes 45 HP BladeSystem infrastructure error codes 117 HP Enterprise Configurator 64 HP Insight Diagnostics 55 114 HP ProLiant Essentials Foundation Pack 54 64 65...
Page 137: ...tem crash 44 operating system problems 44 115 operating system updates 45 operating systems 44 46 58 64 126 option ROM 60 Option ROM Configuration for Arrays ORCA 52 ORCA Option ROM Configuration for Arrays 52 OS boot problems flowchart 24 P panic error 45 parameters 48 parity errors 66 67 73 89 part numbers 64 65 passwords 88 patches 45 PCI boards 30 phone numbers 125 port 85 code list 121 POST e...
Page 138: ...un menu 49 SmartStart Scripting Toolkit 50 SmartStart software 64 65 SmartStart overview 49 SoftPaqs 58 software 44 49 software errors 47 software failure 46 software problems 44 software resources 49 65 software troubleshooting 44 46 47 specifications option 65 specifications server 65 start diagnosis flowchart 18 storage enclosure 79 80 storage external 63 StorageWorks Library and Tape Tools L T...
Page 139: ...Index 139 W warnings 15 65 Web Based Enterprise Service 57 website HP 62 63 125 white papers 63 65 ...
