HPE ProLiant MicroServer Gen10 Troubleshooting Manual Download Page 171 | Manualshive

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• Desktop:

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Teardown procedures, part numbers, specifications

See the server maintenance and service guide, available in the following locations:

•

Hewlett Packard Enterprise Information Library

•

Hewlett Packard Enterprise Support Center website

Teardown or removal and replacement procedure videos

For more information about removal and replacement procedures, see the Hewlett Packard Enterprise
website (

https://www.hpe.com/support/sml-csr

Technical topics

White papers are electronic documentation on complex technical topics. Some white papers contain in-
depth details and procedures. Topics include Hewlett Packard Enterprise products, Hewlett Packard
Enterprise technology, OS, networking products, and performance. See one of the following websites:

•

Hewlett Packard Enterprise Support Center

•

Hewlett Packard Enterprise Information Library

Product installation resources

External cabling information

See the cabling information on the

Hewlett Packard Enterprise website

.

Power capacity

For all HPE ProLiant Gen10 servers, see the HPE Power Advisor on the Hewlett Packard Enterprise
website (

http://www.hpe.com/info/poweradvisor

).

Switch settings, LED functions, drive, memory, expansion board and
processor installation instructions, and board layouts

See the access panel labels and the server user guide. The access panel labels are located on the
server, and the server user guide is available in the following locations:

•

Hewlett Packard Enterprise Information Library

•

Hewlett Packard Enterprise Support Center website

Product configuration resources

Device driver information

See the device driver information on the

Hewlett Packard Enterprise website

Teardown procedures, part numbers, specifications

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Summary of Contents for ProLiant MicroServer Gen10

Page 1: ...ures and solutions for the many levels of troubleshooting servers This document is intended for the person who installs administers and troubleshoots servers server blades and HPE Apollo systems Hewlett Packard Enterprise assumes you are qualified to service computer equipment and are trained in recognizing hazards in products with hazardous energy levels ...

Page 2: ...ion and Technical Data for Commercial Items are licensed to the U S Government under vendor s standard commercial license Links to third party websites take you outside the Hewlett Packard Enterprise website Hewlett Packard Enterprise has no control over and is not responsible for information outside the Hewlett Packard Enterprise website Acknowledgments Microsoft Windows and Windows Server are ei...

Page 3: ...20 Firmware updates 20 Server updates with an HPE Trusted Platform Module and BitLocker enabled 21 DIMM handling guidelines 21 DIMM and NVDIMM population information 22 Component LED definitions 22 SAS SATA and SSD drive guidelines 22 Hot plug drive LED definitions 22 Low profile LFF drive LED definitions 23 NVMe SSD LEDs 24 System power LED definitions 25 Health status LED bar definitions c Class...

Page 4: ...for non blade servers 62 Server blade fault indications flowchart for BL c Class server blades 64 NIC issues flowchart 66 General diagnosis flowchart 69 Hardware issues 71 Procedures for all ProLiant servers 71 Power issues 71 Server does not power on 71 Power source issues 71 Power supply issues 72 Insufficient power supply configuration 73 UPS issues 74 UPS is not working properly 74 Low battery...

Page 5: ...rors 106 NVDIMMs are disabled 106 The persistent memory drive does not appear in the OS 107 The persistent memory drive is read only 108 The persistent memory drives lose persistency 109 HPE Scalable Persistent Memory issues 110 The persistent memory drive does not appear in the OS 110 The persistent memory drive is read only 111 The persistent memory drives lose persistency 113 HPE Scalable Persi...

Page 6: ...tem issues and resolutions 129 Operating system issues 129 Operating system locks up 129 Errors are displayed in the error log 129 Issues occur after the installation of a service pack 129 Updating the operating system 130 Prerequisites for updating the operating system 130 Updating the operating system 130 Reconfiguring or reloading software 130 Prerequisites for reconfiguring or reloading softwa...

Page 7: ...ating the firmware from the UEFI Embedded Shell 149 Online Flash components 149 Drivers 149 Software and firmware 150 Operating system version support 150 HPE Pointnext Portfolio 150 Proactive notifications 150 Reports and logs 152 Reports and Logs overview 152 Active Health System log 152 Intelligent Provisioning diagnostic tools 153 Active Health System Log download methods 153 Downloading the A...

Page 8: ...s 169 White papers 169 Service notifications advisories and notices 169 Subscription services 169 HPE Pointnext Portfolio 169 Product information resources 170 Additional product information 170 HPE SmartMemory speed information 170 Registering the server 170 Overview of server features and installation instructions 170 Key features option part numbers 170 Server and option specifications symbols ...

Page 9: ...r the server management system 172 Fault tolerance security care and maintenance configuration and setup 172 Websites 173 Support and other resources 174 Accessing Hewlett Packard Enterprise Support 174 Accessing updates 174 Customer self repair 175 Remote support 175 Warranty information 175 Regulatory information 176 Documentation feedback 176 Contents 9 ...

Page 10: ...on Diagnostic flowcharts on page 36 If a server exhibits symptoms that do not immediately pinpoint the issue use this section to begin troubleshooting The section contains a series of flowcharts that provide a common troubleshooting process for HPE ProLiant servers The flowcharts identify a diagnostic tool or a process to help solve the issue Hardware issues on page 71 If the symptoms point to a s...

Page 11: ... are available for HPE Gen10 server products in the following documents Error Message Guide for HPE ProLiant Gen10 servers and HPE Synergy provides a list of error messages and information to assist with interpreting and resolving error messages Integrated Management Log Messages and Troubleshooting Guide for HPE ProLiant Gen 10 and HPE Synergy provides IML messages and associated troubleshooting ...

Page 12: ...em log and submit a support case through Active Health System Viewer For more information see the AHSV user guide at the Hewlett Packard Enterprise website http www hpe com support ahsv docs 5 Prepare the server for diagnosis 6 To begin the diagnostic process see Initial diagnosis More information Important safety information on page 12 Active Health System Viewer on page 138 Preparing the server ...

Page 13: ...k of injury from a hot component allow the surface to cool before touching weight in kg weight in lb This symbol indicates that the component exceeds the recommended weight for one individual to handle safely WARNING To reduce the risk of personal injury or damage to the equipment observe local occupational health and safety requirements and guidelines for manual material handling These symbols on...

Page 14: ...allations Only one component is extended at a time A rack may become unstable if more than one component is extended for any reason WARNING To reduce the risk of electric shock or damage to the equipment Do not disable the power cord grounding plug The grounding plug is an important safety feature Plug the power cord into a grounded earthed electrical outlet that is easily accessible at all times ...

Page 15: ...y Always be properly grounded when touching a static sensitive component or assembly Grounding methods to prevent electrostatic discharge Several methods are used for grounding Use one or more of the following methods when handling or installing electrostatic sensitive parts Use a wrist strap connected by a ground cord to a grounded workstation or computer chassis Wrist straps are flexible straps ...

Page 16: ...ion is loading What symptoms did the server display when the server malfunctioned For example did the server reboot Were there LED codes health logs or messages on the screen Are any indications present that show that the malfunction was reported as a memory error PCI error or so forth The processor now contains the memory controller and PCI Express controller so faults in other areas might be att...

Page 17: ...ermine if the server will be diagnosed offline or online If you will diagnose the server online complete steps 6 and 8 If you will diagnose the server offline complete steps 7 and 8 6 To diagnose the server online review and collect the following information a Obtain a record of all current ROM settings by running CONREP from Scripting Toolkit for Windows and Linux b Review the IML c Review the iL...

Page 18: ...authorized personnel perform the troubleshooting steps that involve installation removal or replacement of a processor Always complete all other troubleshooting procedures before an authorized service provider removes or replaces a processor Breaking the server down to the minimum hardware configuration During the troubleshooting process you may be asked to break the server down to the minimum har...

Page 19: ...iguration above you will then remove all but the minimum number of associated DIMMs for each processor as directed by the Hewlett Packard Enterprise Support Center Prerequisites CAUTION When reducing the server to a minimum configuration for troubleshooting do not remove additional processors Processor and heatsinks are not designated for customer self repair The processor and heatsink must be rem...

Page 20: ...s or other damage For ProLiant BL c Class Server Blades be sure the Onboard Administrator tray is seated properly Searching for service notifications Service notifications are created to provide solutions for known issues Check to see if your issue is covered by an existing service notification Procedure 1 See the Hewlett Packard Enterprise website http www hpe com support hpesc 2 Enter the produc...

Page 21: ...before performing any of the following procedures Restarting the computer for maintenance without a PIN or startup key Updating firmware when a TPM is installed Upgrading critical early boot components Replacing the system board Replacing the system board to replace or remove the TPM Disabling or clearing the TPM Moving a BitLocker protected drive to another server Adding an optional PCI device su...

Page 22: ...s Many common issues can be identified by reviewing the component and server LEDs For more information see the server and component documentation on the Hewlett Packard Enterprise website SAS SATA and SSD drive guidelines When adding drives to the server observe the following general guidelines Drives must be of the same capacity to provide the greatest storage space efficiency when drives are gro...

Page 23: ...rming a capacity expansion Performing a logical drive extension Erasing Spare part activation Flashing amber green The drive is a member of one or more logical drives and predicts 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 or a spare drive Low profile LFF drive...

Page 24: ...g one of the following Rebuilding Performing a RAID migration Performing a strip size migration Performing a capacity expansion Performing a logical drive extension Erasing Spare part activation Off The drive is not configured by a RAID controller or a spare drive NVMe SSD LEDs The NVMe SSD is a PCIe bus device A device attached to a PCIe bus cannot be removed without allowing the device and bus t...

Page 25: ...ember of one or more logical drives and predicts 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 4 Do not remove Solid white Do not remove the drive Drive must be ejected from the PCIe bus prior to removal Flashing white The drive ejection request is pending Off The...

Page 26: ...d green System is powered on Health status LED bar definitions c Class server blades only Server blades have a health status LED bar with the following status definitions Solid Green Normal Flashing Green Power On Standby Button service is being initialized Flashing Amber Degraded condition Flashing Red Critical condition Front panel LED and buttons Standard descriptions for most HPE ProLiant Gen1...

Page 27: ...lid amber System in standby Off No power present Health LED Solid green Normal Flashing green 1 Hz cycle per sec iLO is rebooting Flashing amber System degraded Flashing red 1 Hz cycle per sec System critical NIC status LED Solid green Link to network Flashing green 1 Hz cycle per sec Network active Off No network activity More information Server user guide on page 167 Front panel LED notations Fo...

Page 28: ...erver Health Summary on an external monitor when the server is powered on or off This feature is useful for troubleshooting when the server will not start up and can also be used to view the server IP address and other health information Prerequisites The server has a UID button An external monitor is connected Procedure 1 Press the UID button on the server CAUTION Press and release the UID button...

Page 29: ...wer status Product Name The server model Serial Number The server serial number Product ID The product with which this iLO processor is integrated iLO Firmware The installed iLO Firmware version System ROM The installed system ROM version Backup ROM The backup system ROM version iLO CPLD The installed iLO CPLD version System CPLD The installed system CPLD version Common issue resolution 29 ...

Page 30: ...e following front panel LEDs flash simultaneously System power LED Health LED NIC LED UID LED For more information about the LED locations on your server see the server user guide in the Hewlett Packard Enterprise Information Library The number of flashes in each sequence corresponds to the subsystem impacted by the power fault The following table provides a list of power fault codes and the subsy...

Page 31: ...w hpe com info bladesystem docs Administrators can also generate an OA SHOW ALL report using the guidelines on the Hewlett Packard Enterprise website http www hpe com info OAlog HPE SIM HPE SIM offers remote access for event monitoring maximizing uptime for your server and storage SIM allows you to remotely monitor fault management and event handling in combination with scripting options for custo...

Page 32: ...user name 4 Enter a valid password The CLI command prompt is displayed 5 Enter commands for the VCM 6 To terminate the remote access SSH session close the communication software or enter Exit at the CLI command prompt For more information see the HPE Virtual Connect Manager Command Line Interface for c Class BladeSystem User Guide on the Hewlett Packard Enterprise website http www hpe com info vc ...

Page 33: ...e Integrated Management Log tab NOTE Troubleshooting information is available for selected IML events Supported events are displayed as Learn More links in the IML event pane 7 Click Information in the navigation tree and then select the Diagnostics tab From this page you can do the following Verify the status of the iLO Self Test results Use the Reset button to reset iLO If a memory dump recordin...

Page 34: ...the blade is not displayed in the Insight Display on the chassis or within the Onboard Administrator GUI then troubleshoot the issue further using the procedures in the HPE BladeSystem c Class Enclosure Troubleshooting Guide on the Hewlett Packard Enterprise website http www hpe com support BladeSystem_Enclosure_TSG_en Using the OA CLI To gather and respond to information obtained by the SHOW ALL ...

Page 35: ...ate support information filter the results using the selections available 5 For any low level transport layer SAN or network connectivity errors in an interconnect device or network card connection review any low level FRU firmware update information provided by the SHOW UPDATE output in the SHOW ALL report Any newer version available in the New Version column must be updated using the UPDATE DEVI...

Page 36: ...requires contacting Hewlett Packard Enterprise support Active Health System log Symptom information IML POST error messages OA SHOW ALL report for HPE ProLiant BL Server Blades only Other More information Active Health System Viewer on page 138 Using the OA CLI on page 34 Collecting symptom information on page 15 Integrated Management Log on page 158 Troubleshooting resources on page 166 Reports a...

Page 37: ...telligent Provisioning issues flowchart on page 51 A server does not boot to Intelligent Provisioning Controller issues flowchart on page 53 A controller is not shown during POST or if your controller shows errors HPE Smart Storage Battery issues for Smart Array controllers on page 56 An HPE Smart Storage battery is not recognized or is not charging Physical drive issues flowchart on page 58 Physi...

Page 38: ... blades on page 32 Accessing Hewlett Packard Enterprise Support on page 174 Power on issues flowchart Server power on issues flowchart with ML and DL series servers Symptom The server does not power on The server does not respond when the power button is pressed The system power LED is off or solid amber The health LED is solid red flashing red solid amber or flashing amber All front panel LEDs fl...

Page 39: ...ue Action To resolve the issue follow the steps in the flowchart Figure 2 Server power on issues flowchart for ML and DL series servers For the location of server LEDs and information on their statuses see the server documentation on the Hewlett Packard Enterprise website http www hpe com info proliantgen10 docs Diagnostic flowcharts 39 ...

Page 40: ... on page 174 Power source issues on page 71 Server power on issues flowchart for XL series servers Symptom The server does not power on The system power LED is off or solid amber The health LED status bar is flashing red or flashing amber Cause The server is not properly installed in the chassis The server is not configured to automatically power on in HPE iLO The power being supplied is not suffi...

Page 41: ...ide on the Hewlett Packard Enterprise website http www hpe com info proliantgen10 docs For more information about the Active Health System Viewer see the AHSV user guide on the Hewlett Packard Enterprise website http www hpe com support ahsv docs More information Hardware issues on page 71 System power LED definitions on page 25 Viewing the IML on page 159 Front panel LED power fault codes on page...

Page 42: ...t for the server blades installed in the enclosure The power cap is not configured properly for the enclosure The Onboard Administrator module is not properly installed in the enclosure A possible communication failure between HPE iLO and the Onboard Administrator is causing the server blade to wait for permission to power on The server blade has a mismatched fabric installed on the mezzanine 1 co...

Page 43: ...ance and service guide on the Hewlett Packard Enterprise website http www hpe com info bladesystem docs For more information about the Active Health System Viewer see the AHSV user guide on the Hewlett Packard Enterprise website http www hpe com support ahsv docs For more information about the Onboard Administrator see the OA documentation on the Hewlett Packard Enterprise website http www hpe com...

Page 44: ...ewlett Packard Enterprise website http www hpe com info bladesystem docs For more information about the Active Health System Viewer see the AHSV user guide on the Hewlett Packard Enterprise website http www hpe com support ahsv docs More information System power LED definitions on page 25 Viewing the IML on page 159 Using the Server Health Summary on page 28 Power capacity on page 171 Gather impor...

Page 45: ... Symptom The server does not complete POST The server completes POST with errors Cause Improperly populated memory Outdated firmware on adapter options Unsupported adapter Improperly seated or faulty internal component Faulty video device Action To resolve the issue follow the steps in the flowchart POST issues flowchart 45 ...

Page 46: ...rt on page 46 POST issues Boot no video flowchart on page 49 OS boot issues flowchart on page 50 POST issues Server hang or reboot during POST flowchart Symptom The server hangs or reboots during POST and does not boot Action To resolve the issue follow the steps in the flowchart 46 POST issues Server hang or reboot during POST flowchart ...

Page 47: ... and replacement procedures see the server maintenance and service guide on the Hewlett Packard Enterprise website http www hpe com info proliantgen10 docs For more information about error messages see the error message guide on the Hewlett Packard Enterprise website http www hpe com info gen10 troubleshooting More information Active Health System Viewer on page 138 Firmware updates on page 20 OS ...

Page 48: ...on of server LEDs and information on their statuses see the server documentation on the Hewlett Packard Enterprise website http www hpe com info proliantgen10 docs For more information about the Active Health System Viewer see the AHSV user guide on the Hewlett Packard Enterprise website http www hpe com support ahsv docs More information System power LED definitions on page 25 48 POST issues No b...

Page 49: ...ot no video flowchart Symptom The server boots but has no video output Action To resolve the issue follow the steps in the flowchart Figure 9 POST issues Boot no video flowchart For the location of server LEDs and information on their statuses see the server user guide on the Hewlett Packard Enterprise website http www hpe com info proliantgen10 docs POST issues Boot no video flowchart 49 ...

Page 50: ...sv docs More information POST issues Server hang or reboot during POST flowchart on page 46 POST issues No boot no video flowchart on page 48 OS boot issues flowchart Symptom The server does not boot a previously installed OS Cause Corrupted OS Drive subsystem issue Incorrect setting in UEFI System Utilities Issue with the boot order An item in the boot order failed or was removed Set for UEFI boo...

Page 51: ... Active Health System Viewer see the AHSV user guide on the Hewlett Packard Enterprise website http www hpe com support ahsv docs More information PXE boot guidelines for UEFI servers on page 137 UEFI System Utilities documentation on page 168 Resolving loose connections on page 20 Intelligent Provisioning issues flowchart Symptom The server does not boot to Intelligent Provisioning F10 Intelligen...

Page 52: ...visioning issues flowchart For more information about Intelligent Provisioning see the Intelligent Provisioning documentation on the Hewlett Packard Enterprise website http www hpe com info intelligentprovisioning docs For more information about UEFI System Utilities see the UEFI System Utilities documentation on the Hewlett Packard Enterprise website http www hpe com info UEFI docs 52 Diagnostic ...

Page 53: ...guration on page 18 POST issues flowchart on page 45 General diagnosis flowchart on page 69 Controller issues flowchart Symptom The array controller is not visible during the POST process The Smart Array controller shows errors during the POST process Cause The hardware is physically damaged The controller is not supported on the server The controller is faulty The controller is not supported by t...

Page 54: ...Figure 12 Controller issues flowchart 1 of 2 54 Diagnostic flowcharts ...

Page 55: ...or removal and replacement procedures see the server maintenance and service guide on the Hewlett Packard Enterprise website http www hpe com info proliantgen10 docs For installation procedures see the server user guide on the Hewlett Packard Enterprise website http www hpe com info proliantgen10 docs More information Updating firmware or system ROM on page 147 Using AHSV to troubleshoot or open a...

Page 56: ... not charging The battery or cache module is reported as failed Cause The battery is unsupported on this server The battery cable connector is not connected properly The battery is faulty Action 1 To resolve the issue follow the steps in the flowchart 56 HPE Smart Storage Battery issues for Smart Array controllers ...

Page 57: ...te http www hpe com info proliantgen10 docs For removal and replacement procedures see the server maintenance and service guide on the Hewlett Packard Enterprise website http www hpe com info proliantgen10 docs 2 If the HPE Smart Storage battery issues did not resolve the issue follow the steps in the following flowchart Diagnostic flowcharts 57 ...

Page 58: ...e com info proliantgen10 docs More information HPE Smart Storage Battery issues on page 125 Gather important information before you begin on page 36 HPE Smart Array controller documentation on page 170 Controller issues flowchart on page 53 Physical drive issues flowchart Symptom A drive is not available Drive errors are displayed during POST in the logs 58 Physical drive issues flowchart ...

Page 59: ...steps in the flowchart Figure 16 Physical drive issues flowchart For removal and replacement procedures see the server maintenance and service guide on the Hewlett Packard Enterprise website http www hpe com info proliantgen10 docs For installation procedures see the server user guide on the Hewlett Packard Enterprise website http www hpe com info proliantgen10 docs Diagnostic flowcharts 59 ...

Page 60: ...page 36 Troubleshooting resources on page 166 Controller issues flowchart on page 53 Logical drive issues flowchart Symptom Logical drive errors are displayed during POST or in one of the logs The logical drives associated with an array controller are not visible during POST Cause The controller is not in RAID mode The drives or cables are not seated properly The associated physical drives are not...

Page 61: ...fo proliantgen10 docs For more information about UEFI System Utilities see the UEFI System Utilities documentation on the Hewlett Packard Enterprise website http www hpe com info UEFI docs More information Product QuickSpecs on page 169 Physical drive issues flowchart on page 58 Controller issues flowchart on page 53 Fault indications flowchart Fault indications flowchart 61 ...

Page 62: ...s but the system health LED or component health LED is red or amber Cause Improperly seated or faulty internal or external component Unsupported component installed Redundancy failure System over temperature condition Action To resolve the issue follow the steps in the flowchart 62 Server fault indications flowchart for non blade servers ...

Page 63: ...e com info proliantgen10 docs For removal and replacement procedures see the server maintenance and service guide on the Hewlett Packard Enterprise website http www hpe com info proliantgen10 docs More information Power on issues flowchart on page 38 HPE Smart Storage Administrator Diagnostics Utility CLI on page 160 Software and configuration utilities on page 138 Viewing the IML on page 159 Gath...

Page 64: ... server boots but the system health LED is red or amber Cause Improperly seated or faulty internal or external component Unsupported component installed Redundancy failure System over temperature condition Action To resolve the issue follow the steps in the flowchart 64 Server blade fault indications flowchart for BL c Class server blades ...

Page 65: ...em docs For removal and replacement procedures see the server maintenance and service guide on the Hewlett Packard Enterprise website http www hpe com info bladesystem docs More information Drive issues hard drives and solid state drives on page 79 Viewing the IML on page 159 Server blade power on issues flowchart with BL series server blades on page 42 Physical drive issues flowchart on page 58 D...

Page 66: ...drivers are outdated mismatched or faulty The NIC or cable is not seated properly The NIC the cable or other hardware is faulty The hardware components are not supported in the same configuration The NIC is not supported on the server Action To resolve the issue follow the steps in the flowchart 66 NIC issues flowchart ...

Page 67: ...Figure 20 NIC issues flowchart 1 of 2 Diagnostic flowcharts 67 ...

Page 68: ...ting For removal and replacement procedures see the server maintenance and service guide on the Hewlett Packard Enterprise website http www hpe com info proliantgen10 docs For more information about NICs supported by the server see the server QuickSpecs on the Hewlett Packard Enterprise website http www hpe com info qs More information Product QuickSpecs on page 169 Updating firmware or system ROM...

Page 69: ...ant information before you begin on page 36 The General diagnosis flowchart provides a generic approach to troubleshooting If you are unsure of the issue or if the other flowcharts do not fix the issue use the following flowchart Cause The cause is unknown or unclear Action To resolve the issue follow the steps in the flowchart Figure 22 General diagnosis flowchart General diagnosis flowchart 69 ...

Page 70: ... Packard Enterprise website http www hpe com info proliantgen10 docs For more information about UEFI System Utilities see the UEFI System Utilities documentation on the Hewlett Packard Enterprise website http www hpe com info UEFI docs More information Power on issues flowchart on page 38 Resolving loose connections on page 20 Searching for service notifications on page 20 Breaking the server down...

Page 71: ...ard Power issues Server does not power on Symptom The server does not power on Action 1 Review the Server Health Summary 2 See the Power on issues flowchart More information Power on issues flowchart on page 38 Using the Server Health Summary on page 28 Power source issues Symptom The server does not power on Cause The server is not powered on Components or cables might not be properly connected o...

Page 72: ...losure Power Limit is enabled on supported servers be sure there is sufficient power allocation to support the server For more information see the following documents HPE Power Capping and HPE Dynamic Power Capping for ProLiant servers technology brief on the Hewlett Packard Enterprise website http www hpe com support hpdpc HPE BladeSystem Onboard Administrator User Guide on the Hewlett Packard En...

Page 73: ...s have the same spare part number and are supported by the server For a list of supported power supplies see the server QuickSpecs on the Hewlett Packard Enterprise website http www hpe com info qs 5 For further troubleshooting see the Power on issues flowchart More information Power on issues flowchart on page 38 Resolving loose connections on page 20 Insufficient power supply configuration Sympt...

Page 74: ...not working properly Symptom The UPS is not working properly Cause The UPS switch is not in the ON position The UPS batteries are not charged to the proper level The UPS software is not up to date The UPS power cord is not connected The UPS power cord is not the correct type for the UPS and the country region in which the server is located Action 1 Be sure that the UPS batteries are charged to the...

Page 75: ...he 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 the optimal temperature battery life is reduced by 50 percent Low battery warning is displayed Symptom A low battery warning is displayed on the UPS Cause The batteries must be charged The batteries are failing to hold a charge The batteries...

Page 76: ... new hardware is installed properly To be sure that all requirements are met see the device server and OS documentation 4 Be sure no memory I O or interrupt conflicts exist 5 Be sure that no loose connections exist 6 Be sure that all cables are connected to the correct locations and are the correct lengths For more information see the server documentation on the Hewlett Packard Enterprise website ...

Page 77: ...icate the source of the issue check the server LEDs 2 Power down and disconnect power to the server Remove all power sources to the server 3 Be sure that no loose connections exist 4 Following the guidelines and cautionary information in the server documentation reduce the server to the minimum hardware configuration Remove all cards or devices that are not necessary to power on the server Before ...

Page 78: ...sure to disconnect power to the server and follow the guidelines and cautionary information in the server documentation More information Video issues on page 119 Resolving loose connections on page 20 Breaking the server down to the minimum hardware configuration on page 18 Server documentation on page 167 Processor troubleshooting guidelines on page 18 Third party device issues Symptom A third pa...

Page 79: ...he board works in any of these slots either the original slot is bad or the board was not properly seated Reinstall the board into the original slot to verify 4 If you are testing a board or a device that connects to a board a Test the board with all other boards removed b Test the server with only that board removed 5 Clear the NVRAM 6 Verify that the PCIe device or graphics controller does not n...

Page 80: ... if the drive firmware needs to be updated More information HPE Smart Storage Administrator on page 145 Resolving loose connections on page 20 Drives are not recognized Symptom Drives are not recognized Action 1 Be sure that no power issues exist 2 Be sure that no loose connections exist 3 Check for available updates on any of the following components Smart Array Controller firmware HPE Smart Arra...

Page 81: ... mode in UEFI System Utilities More information Product QuickSpecs on page 169 HPE Smart Storage Administrator on page 145 UEFI System Utilities on page 143 Resolving loose connections on page 20 Hot plug drive LED definitions on page 22 Server documentation on page 167 Data is inaccessible Symptom The data on the drives is inaccessible Cause The files are corrupt Viruses exist on the server A TPM...

Page 82: ...a minimum of 15 percent free space 2 Review information about the operating system encryption technology which can cause a decrease in server performance For more information see the operating system documentation 3 Use HPE SSA to verify that a recovery operation is not pending on the logical drive More information HPE Smart Storage Administrator on page 145 HPE SmartDrive icons or LEDs illuminate...

Page 83: ...is not optimal Additionally if one or more of the following scenarios are met the array presents a Realign Logical Drive button There is enough free space in the array to move the logical drive to be aligned to the native 4K boundary The controller can perform the transformation requires a cache module with a fully charged battery or capacitor connected The controller does NOT have SmartCache enab...

Page 84: ...owever business users demand higher storage capacities higher data transfer rates and greater protection against data loss when drives fail Connecting extra physical drives Pn in the figure to a system increases the total storage capacity but has no effect on the efficiency of read write R W operations Data can still be transferred to only one physical drive at a time With an array controller inst...

Page 85: ...ed by An in the figure Because all the physical drives in an array are commonly configured into just one logical drive the term array is often used as a synonym for logical drive However an array can contain several logical drives each of a different size Each logical drive in an array is distributed across all the physical drives within the array A logical drive can also extend across more than o...

Page 86: ...fected differently RAID 0 configurations do not tolerate drive failure If any physical drive in the array fails all RAID 0 logical drives in the same array also fail RAID 1 tolerates the failure of one drive RAID 10 configurations tolerate multiple drive failures as long as no failed drives are mirrored to another failed drive RAID 5 configurations tolerate one drive failure RAID 50 configurations...

Page 87: ...a is duplicated to a second drive The usable capacity is C x n 2 where C is the drive capacity with n drives in the array A minimum of two drives is required When the array contains only two physical drives the fault tolerance method is known as RAID 1 When the array has more than two physical drives drives are mirrored in pairs and the fault tolerance method is known as RAID 1 0 or RAID 10 If a p...

Page 88: ...guration No data is lost when a drive fails as long as no failed drive is mirrored to another failed drive Up to half of the physical drives in the array can fail RAID 1 ADM and RAID 10 ADM In RAID 1 ADM and RAID 10 ADM configurations data is duplicated to two additional drives The usable capacity is C x n 3 where C is the drive capacity with n drives in the array A minimum of 3 drives is required...

Page 89: ...iguration due to load balancing This method has the highest data protection of any configuration No data is lost when two drives fail as long as no two failed drives are mirrored to another failed drive Up to two thirds of the physical drives in the array can fail RAID 5 RAID 5 protects data using parity denoted by Px y in the figure Parity data is calculated by summing XOR the data from each driv...

Page 90: ...n the figure allowing data to still be preserved if two drives fail Each set of parity data uses a capacity equivalent to that of one of the constituent drives The usable capacity is C x n 2 where C is the drive capacity with n drives in the array A minimum of 4 drives is required This method is most useful when data loss is unacceptable but cost is also an important factor The probability that da...

Page 91: ...as finished rebuilding A greater percentage of array capacity is used to store redundant or parity data than with non nested RAID methods This method has the following benefits Higher performance than for RAID 5 especially during writes Better fault tolerance than either RAID 0 or RAID 5 Up to n physical drives can fail where n is the number of parity groups without loss of data as long as the fai...

Page 92: ...re based RAID methods Not all controllers support all RAID levels Item RAID 0 RAID 1 0 RAID 5 RAID 6 ADG RAID 1 0 ADM Alternative name Striping no fault tolerance Mirroring Distributed Data Guarding Advanced Data Guarding Advanced Data Mirroring Formula for number of drives usable for data n total number of drives in array n n 2 n 1 n 2 n 3 Percentage of drive space usable1 100 50 67 to 93 50 to 9...

Page 93: ... against data loss caused by physical drive failure each logical drive must be in a different array from the others Controller duplexing uses two identical controllers with independent identical sets of drives containing identical data In the unlikely event of a controller failure the remaining controller and drives will service all requests Neither of these alternative fault tolerance methods sup...

Page 94: ... and service guide on page 167 Controllers are no longer redundant Symptom The controller shows errors during the POST process The cache is disabled Cause The hardware on one or more controllers is physically damaged One or more controllers are not supported on the server The controllers are not compatible for redundant operation One or more controllers are not installed properly The firmware on o...

Page 95: ... drive data only when the same RAID or non RAID mode is enabled Back up and restore the data on the drives The Smart Array controller does not show logical drives after moving drives to a new server or JBOD Symptom The Smart Array controller does not show logical drives after moving drives to a new server or JBOD Cause A drive migration issue occurred Action Be sure to follow all drive roaming rul...

Page 96: ...n an HPE Smart Array S100i SR Gen10 is enabled on a server and RAID mode is disabled in the UEFI System Utilities then the drives are listed as AHCI drives or HPE H220i drives and the RAID controller is not found in POST or device manager When RAID mode is enabled the drives appear as HPE Smart Array S100i SR Gen10 drives Action 1 Reboot the server 2 Start UEFI System Utilities by pressing F9 Syst...

Page 97: ...ion 1 Be sure the fans are properly seated and working a Follow the procedures and warnings in the server documentation for removing the access panels and accessing and replacing fans a Unseat and then reseat each fan according to the proper procedures b Replace the access panels and then attempt to restart the server 2 Be sure the fan configuration meets the functional requirements of the server ...

Page 98: ...U low level firmware For more information see the HPE BladeSystem c Class Enclosure Troubleshooting Guide on the Hewlett Packard Enterprise website http www hpe com support BladeSystem_Enclosure_TSG_en More information Server user guide on page 167 Server documentation on page 167 Troubleshooting resources on page 166 Fans running at a higher than expected speed Symptom The fans are running at a h...

Page 99: ...nformation in the navigation tree 2 Click the Fans tab 3 Verify the fan status and fan speed Fan speeds greater than 60 are expected to be loud 4 If the fan is running at a higher speed than expected see Fans running at a higher than expected speed More information Server documentation on page 167 Fans running at a higher than expected speed on page 98 Excessive fan noise low speeds Symptom Abnorm...

Page 100: ... the other enclosures are operating at normal speed Action 1 If all fan LEDs are solid green but the fans in the chassis are operating at a higher speed than normal then access the following information from the Onboard Administrator or iLO Review the FAN section in OA SHOW ALL to locate the fan zone that is consuming more FAN speed Verify the virtual FAN value for the affected servers within the ...

Page 101: ...latest version Reseat the DIMM Replace the DIMM More information Isolating and minimizing the memory configuration on page 101 Updating firmware or system ROM on page 147 DIMM handling guidelines on page 21 Server documentation on page 167 Server maintenance and service guide on page 167 Isolating and minimizing the memory configuration When troubleshooting memory issues sometimes it is necessary ...

Page 102: ...he DIMM configuration does not support the Advanced Memory Protection setting configured for the server The memory channel was not populated in the correct order An unsupported DIMM is installed in the server The corresponding processor is not installed Action Verify that the DIMMs are installed according to the DIMM population guidelines Verify that the Advanced Memory Protection settings and DIM...

Page 103: ...d Enterprise produt QuickSpecs website http www hpe com info qs 2 Verify that the associated processor is installed for all DIMMs in the server For more information on which DIMM slots are associated to each processor see the server documentation in the Hewlett Packard Enterprise Information Library http www hpe com info docs 3 Verify that the memory is configured properly 4 Reseat the memory IMPO...

Page 104: ...e the amount of memory that is visible 5 Be sure that no Event List error messages are displayed in the IML 6 Be sure that the memory is seated properly 7 Be sure that no conflicts are occurring with existing memory Run the server setup utility 8 Test the memory by installing the memory into a known working server Be sure that the memory meets the requirements of the new server on which you are te...

Page 105: ...mware or system ROM on page 147 Server maintenance and service guide on page 167 Correctable memory error threshold exceeded Symptom Performance is degraded The memory LED is amber ECC errors occur with no other symptoms Cause The DIMM is not installed or seated properly The DIMM has failed Action 1 Update the system ROM to the latest version 2 Replace the DIMM More information Updating firmware o...

Page 106: ... guide for your server on the Hewlett Packard Enterprise website http www hpe com info gen10 troubleshooting 2 Verify that all DIMMs are installed according to the population guidelines For more information see the DIMM population guidelines on the Hewlett Packard Enterprise website http www hpe com docs memory population rules 3 Remove all DIMM types that are not supported in the configuration Fo...

Page 107: ... for use For more information see the HPE 16GB NVDIMM User Guide on the Hewlett Packard Enterprise website http www hpe com info NVDIMM docs 4 Verify that your NVDIMM is installed in a slot that supports NVDIMMs Move the NVDIMM to a slot that supports NVDIMMs For more information see the server maintenance and service guide for your product on the Hewlett Packard Enterprise website HPE ProLiant Ge...

Page 108: ...derlying NVDIMM detected is not armed for backup during the boot process Solution 1 Cause Previous backup operation failed The current restore operation failed A general arming error occurred An erase error occurred An NVDIMM controller error occurred Action Check the IML for the cause of the failure or error Perform the action recommended in the IML Solution 2 Cause The persistent memory backup p...

Page 109: ...ty to persist data after it has booted to the OS When this event occurs the server notifies the OS The handling of this event is by the OS and version dependent Solution 1 Cause The Persistent Memory Address Range Scrub error threshold is exceeded Action Using UEFI System Utilities reinitialize the backup storage devices Solution 2 Cause The backup power source capacity no longer supports the back...

Page 110: ...ange Scrub option to Enabled a From the System Utilities screen select System Configuration BIOS Platform Configuration RBSU Memory Options Persistent Memory Options Persistent Memory Integrity Check b Select Enabled c Save your settings For more information see the UEFI System Utilities user guide for your product on the Hewlett Packard Enterprise website http www hpe com info uefi docs Solution ...

Page 111: ...prise website http www hpe com info proliantgen10 docs The persistent memory drive is read only Symptom A persistent memory drive marked as read only usually indicates that the underlying NVDIMM detected is not armed for backup during the boot process Solution 1 Cause Previous backup operation failed Action Check the IML for the cause of the backup failure and perform the recommended action Soluti...

Page 112: ... and wait for the backup energy source to sufficiently charge Solution 6 Cause The backup energy source is not sufficiently charged and the charging process timed out Action 1 Check the IML for additional backup power source related messages and perform any recommended actions 2 If the issue still exists replace the backup power source Solution 7 Cause The backup power source capacity can no longe...

Page 113: ...error with a backup power source 2 Replace the backup power source device indicated in the IML HPE Scalable Persistent Memory backup and restore failure Symptom Failures occur during the Scalable Persistent Memory backup or restore operations This symptom usually occurs because of hardware errors and failures Solution 1 Cause A backup storage device fails Action 1 To locate a message that indicate...

Page 114: ... on the Hewlett Packard Enterprise website http www hpe com info proliantgen10 docs Solution 4 Cause The backup power source was not sufficiently charged and the charging process was skipped by the user Action Reboot the server and wait for the backup power source to sufficiently charge Solution 5 Cause The backup power source was not sufficiently charged and the charging process timed out Action ...

Page 115: ...sizes if this is not supported on the server 4 If the server has only one processor installed reseat the processor If the issue is resolved after you restart the server the processor was not installed properly 5 If the server has only one processor installed replace it with a known functional processor If the issue is resolved after you restart the server the original processor failed 6 If the ser...

Page 116: ...r the TPM installed on the server Action 1 When a TPM is installed and used with BitLocker be sure that the TPM is enabled in UEFI System Utilities See the TPM replacement recovery procedure in the operating system documentation 2 When a TPM is installed be sure that the TPM is configured for a mode that is compatible with the OS running on the server Verify that the OS supports the version of TPM...

Page 117: ...m battery for 10 minutes Reinstall the battery and power on the server To locate the system battery and for server specific procedures see the product documentation on the Hewlett Packard Enterprise website http www hpe com info enterprise docs To default using the BIOS utility F9 reset the NVRAM If the system will not boot then use the System Maintenance Switch SW6 to reset the NVRAM Use the AHSV...

Page 118: ...system does not boot from the USB drive key Cause The USB drive key is not enabled in the UEFI System Utilities The drive boot order is not set to boot from the USB drive key The USB drive key is not seated properly Action 1 Be sure that USB is enabled in the UEFI System Utilities 2 Be sure the drive boot order in the UEFI System Utilities is set so that the server boots from the USB drive key 3 R...

Page 119: ...on the Hewlett Packard Enterprise website http www hpe com info enterprise docs Be sure the adapter is seated properly External device issues Video issues The screen is blank for more than 60 seconds after you power up the server Symptom The screen is blank for more than 60 seconds after the server powered up Cause The monitor is not receiving power The monitor is not cabled properly The monitor c...

Page 120: ... key or enter the password and wait for a few moments for the screen to activate to be sure that the power on password feature is not in effect You can also tell if the power on password is enabled if a key symbol is displayed on the screen when POST completes If you do not have access to the password you must disable the power on password by using the Password Disable switch on the system board S...

Page 121: ...securely to the correct port The monitor and KVM switch are not compatible with the video output of the server The video cable is damaged Action Be sure that the 15 pin VGA cable is securely connected to the correct VGA port on the server and to the monitor Be sure the monitor and any KVM switch are compatible with the VGA output of the server Be sure that the VGA cable is not damaged Replace the ...

Page 122: ...nstalled 4 Replace the driver with a known functioning driver to verify that the device driver is not corrupted 5 Restart the system Check whether the input device functions correctly after the server restarts 6 Replace the device with a known working equivalent device a similar mouse or keyboard If the issue still occurs with the new mouse or keyboard the connector port on the system I O board is...

Page 123: ...Be sure the correct cable type is used for the network speed or that the correct SFP or DAC cable is used For dual port 10 GB networking devices both SFP ports should have the same media for example DAC cable or equivalent SFP module Mixing different types of SFP SR LR on a single device is not supported 5 Be sure the network cable is working by replacing it with a known functional cable 6 Be sure...

Page 124: ...nnected properly The network controller or FlexibleLOM is not supported by the OS or the server Installation of the network controller or FlexibleLOM changes the server configuration The network controller or FlexibleLOM drivers are out of date The driver parameters do not match the configuration of the network controller Action 1 Be sure no loose connections exist 2 Be sure the server and operati...

Page 125: ...E Smart Storage Battery might lose charge when shelved for long periods of time Symptom Any server configured with an HPE Smart Storage Battery for HPE Smart Array Controllers might display a POST error message stating that the cache module or the HPE Smart Storage Battery failed Cause The HPE Smart Storage Battery discharged to a threshold where it is permanently disabled and must be replaced Act...

Page 126: ...a powered server or chassis for the battery to charge fully Verify the HPE Smart Storage battery status in iLO Remove some of the battery backed devices using the HPE Smart Storage Battery HPE Smart Array Controllers and NVDIMMs use the HPE Smart Storage Battery For more information see the server maintenance and service guide for your product on the Hewlett Packard Enterprise website HPE ProLiant...

Page 127: ... Symptom Errors retries timeouts and unwarranted drive failures occur when using an older Mini SAS cable Cause The Mini SAS cable might be reaching its life expectancy Action The Mini SAS connector life expectancy is 250 connect disconnect cycles for external internal and cable Mini SAS connectors If using an older cable that could be near the life expectancy replace the Mini SAS cable USB device ...

Page 128: ... Attach a USB device that requires a power source less than 500mA Attach an externally powered USB hub to the SUV cable and connect the USB device to the hub 128 Hardware issues ...

Page 129: ...unable to resolve the issues submit a case using the Active Health System Viewer For more information see the Active Health System Viewer documentation at http www hpe com support ahsv docs Errors are displayed in the error log Symptom Error messages are displayed in the error log Action Follow the information provided in the error log For more information see the operating system documentation Is...

Page 130: ...me of a software reload against the time spent troubleshooting intermittent issues It might be advantageous to start over by removing and reinstalling the software with issues or in some cases by using the Erase Utility and reinstalling all system software CAUTION Perform a backup before running the System Erase Utility The utility sets the system to its original factory state deletes the current ...

Page 131: ...supportconfig before contacting Hewlett Packard Enterprise technical support More information Accessing Hewlett Packard Enterprise Support on page 174 Linux reports on page 165 Application software issues Software locks up Symptom The software locks up Cause The software might be incompatible with other software on the server Known issues might exist with the software The server configuration migh...

Page 132: ...d operating system log for entries indicating why the software failed Check system settings to determine if they are the cause of the error You might need to obtain the settings from the server setup utility and manually set the software switches For more information see the application documentation the vendor website or both Check for overwritten files To determine which files are added by the a...

Page 133: ...meters Symptom If incorrect parameters are passed into command line options an error message describing the invalid or incorrect parameter is displayed and the program exits Cause Invalid or incorrect command line parameters are used Action 1 Correct the invalid parameter 2 Restart the process Network connection fails on remote communication Symptom An error message describing the broken connectio...

Page 134: ...ystems can be upgraded using the Remote ROM Flash utility Action To determine if the server is supported see the Hewlett Packard Enterprise website System requests recovery method during a firmware update Symptom System requests recovery method during a firmware update Action 1 Always disable BitLocker before updating the firmware If BitLocker is not disabled the system requests the recovery metho...

Page 135: ...sable BitLocker before updating the firmware For more information see the operating system documentation 4 Download and update the firmware to the current version supported for the hardware configuration 5 Verify the firmware update by checking the firmware version 6 If a TPM is installed and enabled on the server enable BitLocker after the firmware update is complete For more information see the ...

Page 136: ...sing the redundant ROM non blade servers If the system ROM is corrupted the system automatically switches to the redundant ROM in most cases If the system does not automatically switch to the redundant ROM perform the following steps Procedure 1 Power down the server 2 Remove the server from the rack if necessary 3 Remove the access panel 4 Change positions 1 5 and 6 of the system maintenance swit...

Page 137: ...e corrupt return the system board for a service replacement To switch to the backup ROM when the System ROM is not corrupt use the UEFI System Utilities on page 143 PXE boot guidelines for UEFI servers When the server is configured for UEFI Boot Mode PXE servers must be configured with a UEFI boot image For x64 EFI machines the DHCP server also needs to be configured to support x64 EFI DHCP boot r...

Page 138: ...ge 143 Offline Product QuickSpecs For more information about product features specifications options configurations and compatibility see the product QuickSpecs on the Hewlett Packard Enterprise website http www hpe com info qs Active Health System Viewer Active Health System Viewer AHSV is an online tool used to read diagnose and resolve server issues quickly using AHS uploaded data AHSV provides...

Page 139: ...rwrites the oldest data in the log It takes less than 5 minutes to download the Active Health System Log and send it to a support professional to help you resolve an issue When you download and send Active Health System data to Hewlett Packard Enterprise you agree to have the data used for analysis technical resolution and quality improvements The data that is collected is managed according to the...

Page 140: ... license key to activate iLO licensed features on the servers in an iLO Federation group Group configuration Add iLO Federation group memberships for multiple iLO systems Any user can view information on iLO Federation pages but a license is required for using the following features Group Virtual Media Group power control Group power capping Group configuration and Group firmware update For more i...

Page 141: ...active mode a scriptable mode and a file based mode similar to CONREP to help decrease automation times For more information see the following website http www hpe com info resttool iLO Amplifier Pack The iLO Amplifier Pack is an advanced server inventory and firmware and driver update solution that enables rapid discovery detailed inventory reporting and firmware and driver updates by leveraging ...

Page 142: ...d with firmware and drivers you should update the firmware upon initial setup to ensure you have the latest versions Also downloading and updating the latest version of Intelligent Provisioning ensures the latest supported features are available For ProLiant servers firmware is updated using the Intelligent Provisioning Firmware Update utility Do not update firmware if the version you are currentl...

Page 143: ...t servers The toolkit includes a modular set of utilities and important documentation that describes how to apply these tools to build an automated server deployment process The STK provides a flexible way to create standard server configuration scripts These scripts are used to automate many of the manual steps in the server configuration process This automated server configuration process cuts t...

Page 144: ...d Boot enabled Procedure 1 From the System Utilities screen select System Configuration BIOS Platform Configuration RBSU Boot Options Boot Mode 2 Select a setting UEFI Mode default Configures the system to boot to a UEFI compatible operating system Legacy BIOS Mode Configures the system to boot to a traditional operating system in Legacy BIOS compatibility mode 3 Save your setting 4 Reboot the ser...

Page 145: ... Embedded UEFI Shell The Embedded UEFI Shell is a preboot command line environment for scripting and running UEFI applications including UEFI boot loaders The Shell also provides CLI based commands you can use to obtain system information and to configure and update the system BIOS Prerequisites Embedded UEFI Shell is set to Enabled Procedure 1 From the System Utilities screen select Embedded Appl...

Page 146: ...un HPE SSA online after launching the host operating system For more information see HPE Smart Array SR Gen10 Configuration Guide at the Hewlett Packard Enterprise website USB support Hewlett Packard Enterprise Gen10 servers support all USB operating speeds depending on the device that is connected to the server External USB functionality Hewlett Packard Enterprise provides external USB support to...

Page 147: ...To download the SPP see the SPP download page at https www hpe com servers spp download Smart Update Manager SUM is an innovative tool for maintaining and updating the firmware drivers and system software of HPE ProLiant HPE BladeSystem HPE Synergy HPE Apollo and HPE Moonshot servers infrastructure and associated options SUM identifies associated nodes you can update at the same time to avoid inte...

Page 148: ...gh iLO to perform updates HPE OneView Displays available updates for servers Communicates with iSUT or SUT 1 x to initiate updates reports the status on the Firmware section of the Server Profile page of HPE OneView HPE OneView provides automated compliance reporting in the dashboard SPP A comprehensive systems software and firmware update solution which is delivered as a single ISO image SUM A to...

Page 149: ...d command to change from the current directory to the directory that contains the binary file 8 Flash the system ROM by entering fwupdate d BIOS f filename 9 Reboot the server A reboot is required after the firmware update in order for the updates to take effect and for hardware stability to be maintained Online Flash components This component provides updated system firmware that can be installed...

Page 150: ...confidence reduces risk and helps customers realize agility and stability Hewlett Packard Enterprise helps customers succeed through Hybrid IT by simplifying and enriching the on premise experience informed by public cloud qualities and attributes Operational Support Services enable you to choose the right service level length of coverage and response time to fit your business needs For more infor...

Page 151: ...You can subscribe to proactive notifications on the Hewlett Packard Enterprise website Software and configuration utilities 151 ...

Page 152: ...le that contains basic information required by Hewlett Packard Enterprise support to analyze the system You can download the Active Health System log manually and send it to Hewlett Packard Enterprise The log can be downloaded using the following tools Active Health System Viewer HPE iLO Intelligent Provisioning Active Health System download CLI for Windows Operating Systems Active Health System d...

Page 153: ...docs Downloading the Active Health System Log for a date range Procedure 1 Enter the range of days to include in the log The default value is seven days a Click the From box A calendar is displayed b Select the range start date on the calendar c Click the To box A calendar is displayed d Select the range end date on the calendar To reset the range to the default values click the Reset icon 2 Optio...

Page 154: ...tact name Phone number up to 39 characters Email address Company name The contact information that you provide will be treated in accordance with the Hewlett Packard Enterprise privacy statement This information is not written to the log data stored on the server 3 Click Download Entire Log 4 Save the file 5 If you have an open support case you can email the log file to gsd_csc_case_mngmt hpe com ...

Page 155: ... information curl https iLO_IP_address ahsdata ahs ahs days number_of_days case_no number contact_name name phone phone_number email email_address co_name company k v u username password o filename ahs To download the entire Active Health System Log curl https iLO_IP_address ahsdata ahs ahs downloadAll 1 k v u username password o filename ahs 5 The file is saved to the specified path 6 Close the c...

Page 156: ... log file is corrupted or if you want to clear and restart logging use the following procedure to clear the Active Health System Log Prerequisites Configure iLO Settings privilege Procedure 1 Click Show Advanced Settings 2 Scroll to the Clear Log section and then click Clear 3 When prompted to confirm the request click OK iLO notifies you that the log is being cleared 4 Reset iLO Resetting iLO is ...

Page 157: ...ansfer the log to your local PC Downloading the AHS Log using the AHS CLI for Linux Procedure 1 Download the AHS download utility from the Hewlett Packard Enterprise Support Center 2 Install the package to the server 3 Run AHSdownload from the command line The AHS log is downloaded to the server 4 Transfer the log to your local PC Clearing the AHS log using iLO If the log file is corrupt clear and...

Page 158: ... server issues For information on using the Active Health System viewer see the Active Health System Viewer User Guide on the Hewlett Packard Enterprise website http www hpe com support ahsv ug en Procedure 1 Download the AHS log from the server For more information see Downloading the AHS log in the Active Health System Viewer User Guide 2 Log in to AHSV http www hpe com servers ahsv with your HP...

Page 159: ...that meet the filter criteria is displayed below the filter icon 3 Optional To view the event details pane click an event HPE SSA diagnostic tasks 1 Open HPE SSA For more information about HPE SSA see the HPE Smart Storage Administrator User Guide on the Hewlett Packard Enterprise website 2 Open the Diagnostics panel by doing one of the following Choose a device and click Diagnose in the quick nav...

Page 160: ...information about storage devices in the system detects all problems and provides a detailed configuration report in zip format After downloading and installing the software you can run the utility as a CLI in an online environment The functionality in this utility is mirrored in the diagnostics features of the HPE Smart Storage Administrator which can be run in an offline environment The utility ...

Page 161: ...Attached devices Description PCI bus PCI device PCI function Drive information Interface WWID Drive model Serial number Firmware revision Total blocks The SmartSSD Wear Gauge report contains information on the current usage level of and expected lifetime remaining for solid state drives attached to the system For discovered SSDs the report summary page provides the following calculated totals Tota...

Page 162: ... usage remaining before wearout It has less than an estimated 56 days before it reaches the maximum usage limit and should be replaced as soon as possible SSD has less than 2 of usage remaining before wearout It has less than an estimated 56 days before it reaches the maximum usage limit and should be replaced as soon as possible SSD has reached the maximum rated usage limit for writes wearout and...

Page 163: ...ation where ssaducli exe is installed This directory is commonly C Program Files Smart Storage Administrator ssaducli bin 4 Do one of the following Generate a diagnostic report with the following command ssaducli f adu report zip Generate a SmartSSD Wear Gauge report with the following command ssaducli ssd f ssd report zip For more options use the following command ssaducli help Diagnostic report ...

Page 164: ...e HTML file to view the report Identifying and viewing SmartSSD Wear Gauge report files The SmartSSD Wear Gauge report output archive contains the following files SmartSSDWearGaugeReport txt SmartSSD wear gauge report in text format SmartSSDWearGaugeReport json SmartSSD wear gauge report in JSON format SmartSSDWearGaugeReport htm HTML viewer for the JSON wear gauge report Procedure 1 Extract the f...

Page 165: ...contacting Hewlett Packard Enterprise technical support and be prepared to send the cab file Linux reports To assist in possible Linux installation issues on HPE servers capture either the sosreport or supportconfig before contacting Hewlett Packard Enterprise Support More information Accessing Hewlett Packard Enterprise Support on page 174 Linux reports 165 ...

Page 166: ... German Dutch Japanese Server blade enclosure troubleshooting resources The HPE BladeSystem c Class Enclosure Troubleshooting Guide provides procedures and solutions for troubleshooting an HPE BladeSystem c Class enclosure from using the Insight Display to more complex component level troubleshooting For more information see the Hewlett Packard Enterprise website Troubleshooting resources Troubles...

Page 167: ...s the following types of information Component and LED identification Setup Cable routing Software Hardware options installation Specification information Product documentation can be accessed from the following locations Product specific information library See the Start Here document that ships with the server Hewlett Packard Enterprise website http www hpe com info enterprise docs Select the pr...

Page 168: ...ary See the Start Here document that ships with the server Hewlett Packard Enterprise website http www hpe com info enterprise docs Select the product to narrow the list to fewer documents Hewlett Packard Enterprise Support Center website http www hpe com support hpesc HPE iLO software documentation For more information about iLO see the HPE iLO user guide on the Hewlett Packard Enterprise website...

Page 169: ... the Hewlett Packard Enterprise website http www hpe com support hpesc Use the filters to narrow down the list of by documents type Subscription services Receive support alerts product support communications driver updates software releases firmware updates and customer replaceable component information in your email by signing up on the Hewlett Packard Enterprise website To change options for sup...

Page 170: ...e Information Library Hewlett Packard Enterprise Support Center website Key features option part numbers For more information about product features specifications options configurations and compatibility see the product QuickSpecs on the Hewlett Packard Enterprise website Server and option specifications symbols installation warnings and notices See the printed notices available in the Reference ...

Page 171: ... See one of the following websites Hewlett Packard Enterprise Support Center Hewlett Packard Enterprise Information Library Product installation resources External cabling information See the cabling information on the Hewlett Packard Enterprise website Power capacity For all HPE ProLiant Gen10 servers see the HPE Power Advisor on the Hewlett Packard Enterprise website http www hpe com info powera...

Page 172: ...ackard Enterprise Support Center website Software installation and configuration of the server See the server user guide or setup and installation guide available in the following locations Hewlett Packard Enterprise Information Library Hewlett Packard Enterprise Support Center website HPE iLO information For all HPE iLO documentation see the Hewlett Packard Enterprise website Management of the se...

Page 173: ...brary www hpe com info EIL Single Point of Connectivity Knowledge SPOCK Storage compatibility matrix www hpe com storage spock Storage white papers and analyst reports www hpe com storage whitepapers For additional websites see Support and other resources Websites 173 ...

Page 174: ...rd party products or components Accessing updates Some software products provide a mechanism for accessing software updates through the product interface Review your product documentation to identify the recommended software update method To download product updates Hewlett Packard Enterprise Support Center www hpe com support hpesc Hewlett Packard Enterprise Support Center Software downloads www ...

Page 175: ...wlett Packard Enterprise which will initiate a fast and accurate resolution based on your product s service level Hewlett Packard Enterprise strongly recommends that you register your device for remote support If your product includes additional remote support details use search to locate that information Remote support and Proactive Care information HPE Get Connected www hpe com services getconne...

Page 176: ... such as REACH Regulation EC No 1907 2006 of the European Parliament and the Council A chemical information report for this product can be found at www hpe com info reach For Hewlett Packard Enterprise product environmental and safety information and compliance data including RoHS and REACH see www hpe com info ecodata For Hewlett Packard Enterprise environmental information including company prog...

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