HPE ProLiant DL20 Maintenance And Service Manual Download Page 72 | Manualshive

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Troubleshooting

Troubleshooting resources

The HPE ProLiant Gen9 Troubleshooting Guide, Volume I: Troubleshooting provides procedures for resolving
common problems and comprehensive courses of action for fault isolation and identification, issue resolution,
and software maintenance on ProLiant servers and server blades. To view the guide, select a language:

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The HPE ProLiant Gen9 Troubleshooting Guide, Volume II: Error Messages provides a list of error messages
and information to assist with interpreting and resolving error messages on ProLiant servers and server
blades. To view the guide, select a language:

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72

Troubleshooting

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Summary of Contents for ProLiant DL20

Page 1: ...art Number 826317 002 Published May 2017 Edition 2 Abstract This guide describes identification and maintenance procedures diagnostic tools specifications and requirements for hardware components and...

Page 2: ...site Hewlett Packard Enterprise has no control over and is not responsible for information outside the Hewlett Packard Enterprise website Acknowledgments Microsoft and Windows are either registered tr...

Page 3: ...ive 33 Replacing the hot plug drive blanks 34 Replacing the hot plug drive 34 Replacing the two bay LFF and four bay SFF hot plug drive backplanes 35 Replacing the two bay LFF non hot plug drive backp...

Page 4: ...omatic Server Recovery 77 Component identification 78 Front panel components 78 Front panel LEDs and buttons 80 Power fault LEDs 81 Rear panel components 81 Rear panel LEDs 82 System board components...

Page 5: ...nmental specifications 102 Mechanical specifications 102 Power supply specifications 102 Support and other resources 104 Accessing Hewlett Packard Enterprise Support 104 Accessing updates 104 Customer...

Page 6: ...rprise within a defined period of time normally five 5 business days The defective part must be returned with the associated documentation in the provided shipping material Failure to return the defec...

Page 7: ...ackard Enterprise sono realizzati con numerosi componenti che possono essere riparati direttamente dal cliente CSR Customer Self Repair Se in fase di diagnostica Hewlett Packard Enterprise o un centro...

Page 8: ...n muss das Teil von einem Hewlett Packard Enterprise Servicepartner ersetzt werden Im illustrierten Teilekatalog sind diese Teile mit No bzw Nein gekennzeichnet CSR Teile werden abh ngig von der Verf...

Page 9: ...onentes CSR Hewlett Packard Enterprise especificar si los componentes defectuosos deber n devolverse a Hewlett Packard Enterprise En aquellos casos en los que sea necesario devolver alg n componente a...

Page 10: ...n geretourneerde onderdeel en kiest Hewlett Packard Enterprise zelf welke koerier transportonderneming hiervoor wordt gebruikt Neem contact op met een Service Partner voor meer informatie over het Cus...

Page 11: ...rrespondente no material de transporte fornecido Caso n o o fa a a Hewlett Packard Enterprise poder cobrar a reposi o Para as pe as de reparo feito pelo cliente a Hewlett Packard Enterprise paga todas...

Page 12: ...12 Customer self repair...

Page 13: ...Customer self repair 13...

Page 14: ...14 Customer self repair...

Page 15: ...u there may or may not be additional charges depending on the type of warranty service designated for your product 3No Some Hewlett Packard Enterprise parts are not designed for customer self repair I...

Page 16: ...Kunden zu erf llen muss das Teil von einem Hewlett Packard Enterprise Servicepartner ersetzt werden Im illustrierten Teilekatalog sind diese Teile mit No bzw Nein gekennzeichnet 1Obligatorio Componen...

Page 17: ...mas pe as da Hewlett Packard Enterprise n o s o projetadas para o reparo feito pelo cliente A fim de cumprir a garantia do cliente a Hewlett Packard Enterprise exige que um t cnico autorizado substitu...

Page 18: ...oard 823797 001 Mandatory1 c Two slot PCIe x8 riser board 823798 001 Mandatory1 11 DIMMs DIMMs designed for Intel Xeon E3 1200 v5 processors the 3 30 GHz Intel Pentium G4400 processor the 3 50 GHz Int...

Page 19: ...0106 001 Optional2 Intel Xeon E3 1200 v6 processors a 3 00 Ghz Intel Xeon E3 1220 v6 processor 4C 6 MB 72 W 871809 001 Optional2 b 3 30 Ghz Intel Xeon E3 1225 v6 processor 4C 6 MB 73 W 872751 001 Opti...

Page 20: ...f repair is mandatory If you request Hewlett Packard Enterprise to replace these parts you will be charged for the travel and labor costs of this service 2Optional Parts for which customer self repair...

Page 21: ...Kunden zu erf llen muss das Teil von einem Hewlett Packard Enterprise Servicepartner ersetzt werden Im illustrierten Teilekatalog sind diese Teile mit No bzw Nein gekennzeichnet 1Obligatorio Componen...

Page 22: ...an a de taxa adicional dependendo do tipo de servi o de garantia destinado ao produto 3N o Algumas pe as da Hewlett Packard Enterprise n o s o projetadas para o reparo feito pelo cliente A fim de cump...

Page 23: ...arts on a grounded surface before removing them from their containers Avoid touching pins leads or circuitry Always be properly grounded when touching a static sensitive component or assembly Symbols...

Page 24: ...he product during installation or removal especially when the product is not fastened to the rails Hewlett Packard Enterprise recommends that a minimum of two people are required for all rack server i...

Page 25: ...e rack when it is rolling down the ramp from the pallet Always handle the rack from both sides WARNING To reduce the risk of personal injury or damage to the equipment adequately stabilize the rack be...

Page 26: ...the server use one of the following methods Press and release the Power On Standby button This method initiates a controlled shutdown of applications and the OS before the server enters standby mode...

Page 27: ...om the server 3 Disconnect each power cord from the server 4 In a server that uses thumbscrew rack ears loosen the captive thumbscrews that secure the server faceplate to the front of the rack then sl...

Page 28: ...cure it in place 7 Do one of the following In a server that uses thumbscrew rack ears tighten the captive thumbscrews In a server that uses quick release latch rack ears if necessary tighten the shipp...

Page 29: ...from the server 5 Remove the server from the rack For instructions on how to extend or remove the server from the rack see the documentation that ships with the rack rail system 6 Place the server on...

Page 30: ...settings information Removing the PCI riser cage About this task WARNING To reduce the risk of personal injury from hot surfaces allow the drives and the internal system components to cool before tou...

Page 31: ...t the access panel baffles expansion slot covers or blanks installed If the server supports hot plug components minimize the amount of time the access panel is open Procedure 1 If installed remove the...

Page 32: ...either a component or a blank Procedure 1 If installed remove the security bezel 2 Power down the server 3 Remove all power a Disconnect each power cord from the power source b Disconnect each power...

Page 33: ...dure 1 Back up all server data on the drive 2 If installed remove the security bezel 3 Power down the server 4 Remove all power a Disconnect each power cord from the power source b Disconnect each pow...

Page 34: ...ce the drive blank slide the component into the bay until it clicks Replacing the hot plug drive About this task CAUTION To prevent improper cooling and thermal damage do not operate the sever unless...

Page 35: ...move all power a Disconnect each power cord from the power source b Disconnect each power cord from the server 5 Remove all drives 6 Do one of the following Extend the server from the rack Remove the...

Page 36: ...9 Remove the drive backplane Two bay LFF hot plug drive backplane Four bay SFF hot plug drive backplane 36 Removal and replacement procedures...

Page 37: ...l 3 Power down the server 4 Remove all power a Disconnect each power cord from the power source b Disconnect each power cord from the server 5 Remove all non hot plug drives 6 Do one of the following...

Page 38: ...rsonal injury from hot surfaces allow the drives and the internal system components to cool before touching them CAUTION To prevent damage to electrical components take the appropriate anti static pre...

Page 39: ...ollowing Extend the server from the rack Remove the server from the rack 5 Remove the access panel 6 Remove the air baffle 7 Disconnect the battery cable from the system board connector and remove the...

Page 40: ...N To prevent damage to electrical components take the appropriate anti static precautions before beginning any installation removal or replacement procedure Improper grounding can cause electrostatic...

Page 41: ...1 2 To replace the component reverse the removal procedure Replacing the fan module About this task CAUTION To prevent improper cooling and thermal damage do not operate the server unless all bays ar...

Page 42: ...he replacement fan module a If replacing the fan module only disconnect the spare fan 3 power extension cable from the replacement fan module Retain the spare cable for future use b Remove the screws...

Page 43: ...b Remove the fan cage c Remove the fan module Fan 1 Removal and replacement procedures 43...

Page 44: ...Fan 2 9 If replacing fan 3 do the following a Disconnect the fan cables 44 Removal and replacement procedures...

Page 45: ...cured in the cable clip from the system board or controller board then release them from the clip and fan wall c Lift the chassis to access the bottom and remove the screws d Remove the fan wall Remov...

Page 46: ...ports UDIMMs only The following processors are optimized for single rank and dual rank PC4 2133 DDR4 2133 UDIMMs operating at up to 2133 MT s Intel Xeon E3 1200 v5 processors 3 30 GHz Intel Pentium G4...

Page 47: ...pulated DIMM speed MT s Operating memory speed is a function of rated DIMM speed the number of DIMMs installed per channel processor model and the speed selected in the BIOS Platform Configuration RBS...

Page 48: ...ank Maximm capacitiy UDIMM Single rank 8 GB 32 UDIMM Dual rank 16 GB 64 Removing the DIMM Procedure 1 If installed remove the security bezel 2 Power down the server 3 Remove all power a Disconnect eac...

Page 49: ...server 3 Remove all power a Disconnect each power cord from the power source b Disconnect each power cord from the server 4 Do one of the following Extend the server from the rack Remove the server fr...

Page 50: ...n by completely tightening the screws in the same sequence 10 Install the air baffle 11 Install the access panel 12 Do one of the following Slide the server into the rack Install the server into the r...

Page 51: ...e anti static precautions before beginning any installation removal or replacement procedure Improper grounding can cause electrostatic discharge IMPORTANT If installing a processor with a faster spee...

Page 52: ...rd 8 Open the processor locking lever then open the processor retaining bracket 9 Grasp the processor by the edges then lift it out of the socket 10 Replace the processor CAUTION The pins on the syste...

Page 53: ...resistance Forcing the lever closed can damage the processor and socket requiring system board replacement 12 Close the processor retaining bracket then secure the processor locking lever 13 Clean the...

Page 54: ...n by completely tightening the screws in the same sequence 16 Install the air baffle 17 Install the access panel 18 Do one of the following Slide the server into the rack Install the server into the r...

Page 55: ...r replacement procedure Improper grounding can cause electrostatic discharge Procedure 1 If installed remove the security bezel 2 Power down the server 3 Remove all power a Disconnect each power cord...

Page 56: ...f personal injury from hot surfaces allow the drives and the internal system components to cool before touching them CAUTION To prevent damage to electrical components take the appropriate anti static...

Page 57: ...rom the power source b Disconnect each power cord from the server 4 Disconnect all cables from the GPU 5 Do one of the following Extend the server from the rack Remove the server from the rack 6 Remov...

Page 58: ...inning any installation removal or replacement procedure Improper grounding can cause electrostatic discharge Procedure 1 If installed remove the security bezel 2 Power down the server 3 Remove all po...

Page 59: ...8 Remove the expansion board Slot 1 Slot 2 Removal and replacement procedures 59...

Page 60: ...oval procedure Replacing the system battery About this task If the server no longer automatically displays the correct date and time then replace the battery that provides power to the real time clock...

Page 61: ...s the system ROM to its default configuration After replacing the battery reconfigure the system through RBSU Procedure 1 If installed remove the security bezel 2 Power down the server 3 Remove all po...

Page 62: ...Improper grounding can cause electrostatic discharge Procedure 1 If installed remove the security bezel 2 Power down the server 3 Remove all power a Disconnect each power cord from the power source b...

Page 63: ...g can cause electrostatic discharge CAUTION To avoid ESD damage when removing electrostatic sensitive components from the failed system board place the components on a static dissipating work surface...

Page 64: ...processor do not touch the bottom of the processor especially the contact area CAUTION The pins on the processor socket are very fragile Any damage to them may require replacing the system board 10 O...

Page 65: ...ed To avoid damage to the system board Do not touch the processor socket contacts Do not tilt or slide the processor when lowering the processor into the socket 15 Open the processor locking lever and...

Page 66: ...properly align it into the socket CAUTION Be sure to close the processor socket retaining bracket before closing the processor locking lever The lever should close without resistance Forcing the lever...

Page 67: ...ng 20 Apply all the grease to the top of the processor in the following pattern to ensure even distribution 21 Install the heatsink a Position the heatsink on the processor backplate b Tighten one pai...

Page 68: ...System Utilities 2 Select System Configuration BIOS Platform Configuration RBSU Advanced Options Advanced System ROM Options Serial Number then press the Enter key 3 Enter the serial number and press...

Page 69: ...power supplies Refer all maintenance upgrades and servicing to qualified personnel WARNING To reduce the risk of personal injury from hot surfaces allow the drives and the internal system components t...

Page 70: ...ation procedure Improper grounding can cause ESD Procedure 1 If installed remove the security bezel 2 Power down the server 3 Release the power cord from the strain relief clip 4 Remove all power a Di...

Page 71: ...ard breaks or disfigures the TPM security rivet Upon locating a broken or disfigured rivet on an installed TPM administrators should consider the system compromised and take appropriate measures to en...

Page 72: ...intenance on ProLiant servers and server blades To view the guide select a language English French Spanish German Japanese Simplified Chinese The HPE ProLiant Gen9 Troubleshooting Guide Volume II Erro...

Page 73: ...e SPP which can be downloaded from the Hewlett Packard Enterprise website The Active Health System log can be downloaded manually from iLO 4 or Intelligent Provisioning and sent to Hewlett Packard Ent...

Page 74: ...nvironment All configuration and service event information is routed through the Hosting Device This information can be viewed by using the local Insight Remote Support user interface or the web based...

Page 75: ...defaults have been restored Default configuration settings are sufficient for typical server operations however you can modify configuration settings as needed The system prompts you for access to th...

Page 76: ...is a proactive server management tool available in both offline and online versions The tool provides diagnostics and troubleshooting capabilities to assist IT administrators who verify server install...

Page 77: ...n the UEFI System Utilities For more information see the UEFI System Utilities user guide for your product on the Hewlett Packard Enterprise website External USB functionality Hewlett Packard Enterpri...

Page 78: ...n Front panel components Two bay LFF non hot plug drive model Item Description 1 Optical drive optional 2 Serial label pull tab 3 USB 2 0 connectors 4 Drive bays Two bay LFF hot plug drive model 78 Co...

Page 79: ...e optional 2 Serial label pull tab 3 USB 2 0 connectors 4 Drive bays Four bay SFF hot plug drive model Item Description 1 Optical drive optional 2 Serial label pull tab 3 USB 2 0 connectors 4 Drive ba...

Page 80: ...g blue 1 flash per second Remote management or firmware upgrade in progress 4 flashes per second iLO manual soft reboot sequence initiated 8 flashes per second iLO manual hard reboot sequence in progr...

Page 81: ...es a list of power fault LEDs and the subsystems that are affected Not all power faults are used by all servers Subsystem LED behavior System board 1 flash Processor 2 flashes Memory 3 flashes Riser b...

Page 82: ...management connector 9 USB 3 0 connectors 2 Rear panel LEDs Item Description Status 1 NIC link LED Green Network link Off No network link 2 NIC activity LED Solid green Link to network Flashing green...

Page 83: ...al reboot sequence in progress Off deactivated 4 Power supply LED Solid green Normal Off One or more of the following conditions exists Power is unavailable Power supply failed Power supply is in stan...

Page 84: ...15 Storage backup power connector 16 Mini SAS connector 17 SATA connector for M 2 SSD 18 Fan connector 3 19 Internal USB 3 0 connector 20 System maintenance switch 21 NMI header For more information o...

Page 85: ...tch Position Default Function S1 Off Off iLO security is enabled On iLO security is disabled S2 Off Off System configuration can be changed On System configuration is locked S3 Off Reserved S4 Off Res...

Page 86: ...nosing reliability problems such as failures of operating systems device drivers and applications Many crashes freeze a system and the only available action for administrators is to restart the system...

Page 87: ...Four bay SFF hot plug drive model Hot plug drive LED definitions Hot plug drive LED definitions 87...

Page 88: ...the drive will fail Flashing amber The drive is not configured and predicts the drive will fail Solid amber The drive has failed Off The drive is not configured by a RAID controller The blue Locate LE...

Page 89: ...Fan locations Fan locations 89...

Page 90: ...rmation on cabling peripheral components see the white paper on high density deployment at the Hewlett Packard Enterprise website CAUTION When routing cables always be sure that the cables are not in...

Page 91: ...ling Item Description 1 Mini SAS cable 2 Drive power cable Four bay SFF hot plug drive cabling Item Description 1 Mini SAS cable 2 Drive power cable M 2 SSD cabling Single M 2 SSD SATA cabling Two bay...

Page 92: ...SD cabling is the same for both LFF and SFF configurations Slot 2 of the FlexibleLOM riser cage assembly Slot 1 of the two slot PCI riser cage assembly Slot 2 of the two slot PCI riser cage assembly 9...

Page 93: ...M 2 SSD cabling is the same for both LFF and SFF configurations Slot 2 of the FlexibleLOM riser cage assembly Item Description 1 M 2 SSD 1 SATA cable 2 M 2 SSD 2 SATA cable Slot 1 of the two slot PCI...

Page 94: ...2 M 2 SSD 2 SATA cable FBWC cabling The FBWC solution is a separately purchased option This server only supports FBWC module installation when a Smart Array P Series controller is installed Depending...

Page 95: ...Smart Storage Battery cabling H240 Hot Bust Adapter cabling Two bay LFF hot plug configuration Smart Storage Battery cabling 95...

Page 96: ...Four bay SFF hot plug configuration Two bay LFF non hot plug configuration 96 Cabling...

Page 97: ...P440 Smart Array Controller cabling Two bay LFF hot plug drive configuration Four bay SFF hot plug drive configuration P440 Smart Array Controller cabling 97...

Page 98: ...Optical drive cabling Two bay LFF configuration Four bay SFF configuration 98 Optical drive cabling...

Page 99: ...cription 1 SATA cable 2 Power cable 3 4 pin to 4 pin power extension cable Fan cabling Item Description 1 Fan 3 power cable 2 Fan 3 power extension cable 3 Fan 2 power cable 4 Fan 1 power cable Fan ca...

Page 100: ...Front I O cabling Power supply cabling HPE 290W non hot plug power supply cabling Item Description 1 14 pin power cable 2 16 pin power supply sideband signal cable 100 Front I O cabling...

Page 101: ...ackplane cabling Item Description 1 24 pin power cable 2 24 pin to 14 pin power extension cable 3 Power supply sideband extension cable 4 16 pin power supply sideband signal cable Redundant power supp...

Page 102: ...cm 17 11 in Weight full load approximate values Maximum 8 7 kg 19 14 lb Minimum 6 9 kg 15 09 lb Power supply specifications Depending on the installed options and or the regional location where the s...

Page 103: ...er supply calculations For hot plug power supply specifications and calculators to determine electrical and heat loading for the server see the Hewlett Packard Enterprise Power Advisor website Specifi...

Page 104: ...To download product updates Hewlett Packard Enterprise Support Center www hpe com support hpesc Hewlett Packard Enterprise Support Center Software downloads www hpe com support downloads Software Depo...

Page 105: ...ducts list www hpe com services proactivecaresupportedproducts HPE Proactive Care advanced service Supported products list www hpe com services proactivecareadvancedsupportedproducts Proactive Care cu...

Page 106: ...ir Conditioning Engineers ASR Automatic Server Recovery AWG American wire gauge CAS column address strobe CSA Canadian Standards Association CSR Customer Self Repair DDR3 double data rate 3 DDR4 doubl...

Page 107: ...ct Notation LFF large form factor LOM Lights Out Management LRDIMM load reduced dual in line memory module NAND Not AND NMI nonmaskable interrupt NVDIMM non volatile dual in line memory module NVRAM n...

Page 108: ...rial ATA SD Secure Digital SELV separated extra low voltage SFF small form factor SPP Service Pack for ProLiant SSD solid state device STD standard DIMM voltage TMRA recommended ambient operating temp...

Page 109: ...VCA Version Control Agent VCRM Version Control Repository Manager Acronyms and abbreviations 109...

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