HPE ProLiant ML350 Maintenance And Service Manual Download Page 69 | 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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Simplified Chinese

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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Troubleshooting

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Summary of Contents for ProLiant ML350

Page 1: ...on and maintenance procedures diagnostic tools specifications and requirements for hardware components and software this guide is for an experienced service technician Hewlett Packard Enterprise assum...

Page 2: ...ble for technical or editorial errors or omissions contained herein Confidential computer software Valid license from Hewlett Packard Enterprise required for possession use or copying Consistent with...

Page 3: ...server from the rack 30 Remove the server from the rack 31 Remove the air baffle 32 Remove the fan cage 33 Remove a fan 33 Access panel 34 Drive blank 35 Removing a SAS SATA drive 36 Removing and repl...

Page 4: ...r panel components 80 Rear panel LEDs 81 Using the Systems Insight Display 82 Systems Insight Display LEDs 83 Systems Insight Display LED combinations 84 System board components 86 NMI functionality 8...

Page 5: ...118 Server specifications 118 Power supply specifications 119 Support and other resources 120 Accessing Hewlett Packard Enterprise Support 120 Information to collect 120 Accessing updates 120 Websites...

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: ...Customer self repair 15...

Page 16: ...datory1 4 Tower bezel with key 786177 001 Mandatory1 5 Rails a Right rail 786182 001 Mandatory1 b Left rail 786183 001 Mandatory1 Not shown 1Mandatory Parts for which customer self repair is mandatory...

Page 17: ...ett Packard Enterprise richiede l intervento di un tecnico autorizzato per la sostituzione della parte Queste parti sono contrassegnate con No nel catalogo parti illustrato 1Zwingend Teile f r die das...

Page 18: ...essas pe as ser o cobradas as despesas de transporte e m o de obra do servi o 2Opcional Pe as cujo reparo feito pelo cliente opcional Essas pe as tamb m s o projetadas para o reparo feito pelo client...

Page 19: ...nal2 10 Systems Insight Display 780970 001 Optional2 11 96 W Smart Storage Battery with 145 mm cable 871264 001 Mandatory1 12 System board assembly includes alcohol pad and thermal compound a System b...

Page 20: ...al2 i 2 3 GHz Intel Xeon E5 2698v3 processor 781000 001 Optional2 j 2 4 GHz Intel Xeon E5 2650v3 processor 780986 001 Optional2 k 2 4 GHz Intel Xeon E5 2670v3 processor 780984 001 Optional2 l 2 6 GHz...

Page 21: ...01 Optional2 o 2 40 GHz Intel Xeon E5 2680 v4 14C 120 W 835606 001 Optional2 p 2 60 GHz Intel Xeon E5 2623 v4 4C 85 W 835610 001 Optional2 q 2 60 GHz Intel Xeon E5 2690 v4 14c 135 W 835607 001 Optiona...

Page 22: ...t 780991 001 Optional2 a 4 SFF mini SAS cable b 8 SFF 12G mini SAS cable c 4 LFF 12G mini SAS cable d 4 LFF 6G mini SAS cable 23 Storage power cable kit 780993 001 Optional2 a LFF backplane power cabl...

Page 23: ...ce de garantie d sign pour votre produit 3Non Certaines pi ces Hewlett Packard Enterprise ne sont pas con ues pour tre remplac es par le client Afin de se conformer aux exigences de la garantie la gar...

Page 24: ...ie de klant zelf moet vervangen Als u Hewlett Packard Enterprise vraagt deze onderdelen te vervangen worden er reis en arbeidskosten voor deze service in rekening gebracht 2Optioneel Onderdelen die de...

Page 25: ...Illustrated parts catalog 25...

Page 26: ...tic sensitive component or assembly Symbols on equipment The following symbols might be found on the equipment to indicate the presence of potentially hazardous conditions This symbol indicates the pr...

Page 27: ...d person may be required to help align the server if the server is installed higher than chest level Use caution when installing the server in or removing the server from the rack it is unstable when...

Page 28: ...the rack before extending a component outside the rack Extend only one component at a time A rack may become unstable if more than one component is extended WARNING When installing a server in a telco...

Page 29: ...r bezel The tower configuration server has a removable bezel that must be unlocked and opened before accessing the drives The bezel must be kept closed during normal server operations Procedure 1 Usin...

Page 30: ...properly exiting applications and the OS If an application stops responding you can use this method to force a shutdown Use a virtual power button selection through iLO This method initiates a contro...

Page 31: ...installations A third person may be required to help align the server if the server is installed higher than chest level Use caution when installing the server in or removing the server from the rack...

Page 32: ...ponents minimize the amount of time the access panel is open To remove the component 1 Do one of the following For tower models open and remove the tower bezel For rack models if installed remove the...

Page 33: ...Do one of the following For tower models open and remove the tower bezel For rack models if installed remove the security bezel 2 Power down the server 3 Remove all power a Disconnect each power cord...

Page 34: ...r down the 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 For tower models place the server on a fl...

Page 35: ...ove 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 cord from the server 4 Do one of the following For tower mo...

Page 36: ...nent Procedure 1 Back up all server data 2 Do one of the following For tower models open and remove the tower bezel For rack models if installed remove the security bezel 3 Determine the status of the...

Page 37: ...t surfaces allow the drives power input modules and the internal system components to cool before touching them CAUTION To prevent damage to electrical components take the appropriate anti static prec...

Page 38: ...removal procedure Front I O assembly To remove the component 1 Do one of the following For tower models open and remove the tower bezel For rack models if installed remove the security bezel 2 Power d...

Page 39: ...the front I O cable from the system board For more information see System board components 9 Release the front I O cables from the cable clips 10 Remove any installed device or cable from the USB port...

Page 40: ...in relief straps WARNING To reduce the risk of personal injury from hot surfaces allow the power supply or power supply blank to cool before touching it 3 Remove all power a Disconnect each power cord...

Page 41: ...on a flat level surface with the access panel facing up For rack models extend the server from the rack 5 Remove the access panel 6 Remove the air baffle 7 Remove the fan cage 8 Disconnect all cables...

Page 42: ...tion only for rack configurations CAUTION When routing cables always be sure that the cables are not in a position where they can be pinched or crimped To remove the component 1 Remove the security be...

Page 43: ...mponent 1 Do one of the following For tower models open and remove the tower bezel For rack models if installed remove the security bezel 2 Power down the server 3 Remove all power a Disconnect each p...

Page 44: ...ower bezel For rack models 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 cord from the se...

Page 45: ...Remove the thermal interface protective cover from the heatsink 3 Install the heatsink a Position the heatsink on the processor backplate b Tighten one pair of diagonally opposite screws halfway and...

Page 46: ...rity bezel Processor WARNING To reduce the risk of personal injury from hot surfaces allow the drives and the internal system components to cool before touching them CAUTION To prevent possible server...

Page 47: ...evel surface with the access panel facing up For rack models extend the server from the rack 5 Remove the access panel 6 Remove the air baffle 7 Remove the heatsink a Loosen one pair of diagonally opp...

Page 48: ...tall the processor Verify that the processor is fully seated in the processor retaining bracket by visually inspecting the processor installation guides on either side of the processor THE PINS ON THE...

Page 49: ...lace and then close each processor locking lever Press only in the area indicated on the processor retaining bracket 4 Use the alcohol swab to remove all the existing thermal grease from the heatsink...

Page 50: ...ing LRDIMMs and RDIMMs Attempting to mix any combination of these DIMMs can cause the server to halt during BIOS initialization To identify the DIMM s installed in the server see DIMM slots 1 Do one o...

Page 51: ...from the server 4 Do one of the following For tower models place the server on a flat level surface with the access panel facing up For rack models extend the server from the rack 5 Remove the access...

Page 52: ...To avoid damage to the system board do not touch the processor or the processor socket contacts CAUTION Do not press down on the processor Pressing down on the processor might damage the processor soc...

Page 53: ...Do not tilt or slide the processor when lowering the processor into the socket CAUTION Removal of the processor or heatsink renders the thermal layer between the processor and heatsink useless Clean...

Page 54: ...ocessor locking levers in the order indicated and then open the processor retaining bracket 3 Remove the clear processor socket cover Retain the processor socket cover for future use 54 Removal and re...

Page 55: ...and the system board Press only in the area indicated on the processor retaining bracket CAUTION Close and hold down the processor cover socket while closing the processor locking levers The levers s...

Page 56: ...sink and the top of the processor with the alcohol swab Allow the alcohol to evaporate before continuing 9 Apply all the grease to the top of the processor in the following pattern to ensure even dist...

Page 57: ...18 Power up the server 19 Do one of the following For tower models install the tower bezel For rack models install the security bezel After you replace the system board you must re enter the server s...

Page 58: ...tery to temperatures higher than 60 C 140 F Do not disassemble crush puncture short external contacts or dispose of in fire or water Replace only with the spare designated for this product To remove t...

Page 59: ...m board battery resets the system ROM to its default configuration After replacing the battery use BIOS Platform Configuration RBSU in the UEFI System Utilities to reconfigure the system To install th...

Page 60: ...ver into the rack 5 Connect each power cord to the server 6 Connect each power cord to the power source 7 Power up the server 8 Do one of the following For tower models install the tower bezel For rac...

Page 61: ...ve the air baffle 7 Remove the fan cage 8 Open the slot retainer cover 9 Remove the failed SAS Expander card 10 Disconnect all cables from the failed SAS Expander card 11 Connect the new SAS Expander...

Page 62: ...controller port 1 to SAS Expander card ports 1 and 2 If two SAS Expander cards are installed connect the 1000 mm Smart Array to Expander Mini SAS Y cable 778559 001 from the Smart Array controller po...

Page 63: ...iguration SFF configuration Port 3 Port 4 Box 1 Box 4 Port 5 Port 6 Box 2 Box 5 Port 7 Port 8 Box 3 Box 6 Two SAS Expanders SAS Expander connector First SAS Expander Second SAS Expander Port 3 Port 4...

Page 64: ...SFF configuration Two SAS Expanders 64 Removal and replacement procedures...

Page 65: ...stall the tower bezel For rack models install the security bezel 8 LFF drive backplane To remove the component Procedure 1 Back up all server data 2 Do one of the following For tower models open and r...

Page 66: ...emove the tower bezel For rack models 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 cord...

Page 67: ...e cage 10 Remove all hot plug SAS or SATA drives connected to the failed backplane 11 Loosen the two screws from the drive backplane and remove the drive backplane from the drive cage Removal and repl...

Page 68: ...ity rivet Upon locating a broken or disfigured rivet on an installed TPM administrators should consider the system compromised and take appropriate measures to ensure the integrity of the system data...

Page 69: ...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 70: ...n 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 Enterprise For mo...

Page 71: ...e screen For on screen help press the F1 key Using UEFI System Utilities To use the System Utilities use the following keys Action Key Access System Utilities F9 during server POST Navigate menus Up a...

Page 72: ...ine versions The tool provides diagnostics and troubleshooting capabilities to assist IT administrators who verify server installations troubleshoot problems and perform repair validation The Insight...

Page 73: ...3 0 ports can be used with all devices in Legacy BIOS Boot Mode but are not available at USB 3 0 speeds in the preboot environment Standard USB support USB support from within the operating system is...

Page 74: ...ge functionality on the Diagnostics tab For supported controllers provides access to additional features For more information about HPE SSA see the Hewlett Packard Enterprise website Automatic Server...

Page 75: ...ve cage bays 4 Optical drive bay 5 Media drive cage bays 6 USB 2 0 connectors 2 The serial label pull tab is double sided One side shows the server serial number and the other side shows the default i...

Page 76: ...ys 6 Systems Insight Display bay 7 USB 2 0 connectors 2 The serial label pull tab is double sided One side shows the server serial number and the other side shows the default iLO account information T...

Page 77: ...ttached to the chassis LFF model rack orientation Item Description 1 Media drive cage bay 2 Drive cage bay 3 Serial label pull tab 4 LFF SAS SATA drives 5 Optical drive bay 6 USB 2 0 connectors 2 7 Sy...

Page 78: ...initiated 8 flashes per second iLO manual reboot sequence in progress Off Deactivated 2 Health LED Solid green Normal Flashing green 1 flash per second iLO is rebooting Flashing amber System degraded...

Page 79: ...display the HPE ProLiant Pre boot Health Summary when the server will not power on For more information see the latest HPE iLO User Guide on the Hewlett Packard Enterprise website Front panel LEDs po...

Page 80: ...nnector 2 7 Kensington lock slot 8 NIC connector 4 9 Serial connector 10 Slot 5 PCIe2 x8 4 1 processor 2 11 Slot 6 PCIe3 x16 16 8 4 1 processor 2 12 Slot 7 PCIe3 x8 4 1 processor 2 13 Slot 8 PCIe3 x16...

Page 81: ...Flashing green Network active Off No network activity 2 NIC link LED Green Network link Off No network link 3 Power supply LED Solid green Normal Off One or more of the following conditions exists Pow...

Page 82: ...second iLO manual reboot sequence initiated 8 flashes per second iLO manual reboot sequence in progress Off Deactivated Using the Systems Insight Display The HPE Systems Insight Display SID is only av...

Page 83: ...stems Insight Display LEDs see Systems Insight Display LEDs Systems Insight Display LEDs The HPE SID LEDs represent the system board layout To view the LEDs see Using the Systems Insight Display Syste...

Page 84: ...Combinations of illuminated SID LEDs the system power LED and the health LED indicate system status Systems Insight Display LED and color Health LED System power LED Status Processor amber Red Amber...

Page 85: ...wer supply amber Amber Green Redundant power supply is installed and only one power supply is functional AC power cord is not plugged into redundant power supply Redundant power supply fault Power sup...

Page 86: ...2 5 Slot5 PCIe2 x8 4 1 for processor 2 6 DIMM slots for processor 1 7 Processor 1 8 Slot4 PCIe3 x8 4 1 for processor 1 9 Slot3 PCIe3 x16 16 8 4 1 for processor 1 10 Slot2 PCIe3 x8 4 1 for processor 1...

Page 87: ...e resetting a system which is not responding Crash dump log analysis is an essential part of diagnosing reliability problems such as failures of operating systems device drivers and applications Many...

Page 88: ...ance switch 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...

Page 89: ...nt ROM set S1 S5 and S6 to On When the system maintenance S6 switch is set to the On position the system will erase all system configuration settings from both CMOS and NVRAM on the next reboot Cleari...

Page 90: ...backplane power cable connector 5 2x4 System board power cable connector 6 2x12 System board power cable connector 7 2x20 System board signal cable connector 8 GPU Power cable connector optional 9 GP...

Page 91: ...Rack orientation 24 LFF drives Tower orientation Component identification 91...

Page 92: ...Rack orientation SAS Expander One SAS expander configuration with SFF drives Tower orientation 92 Component identification...

Page 93: ...Rack orientation One SAS expander configuration with LFF drives Tower orientation Component identification 93...

Page 94: ...Rack orientation Two SAS expanders configuration with SFF drives Tower orientation 94 Component identification...

Page 95: ...Rack orientation Media bay SFF Media bay and 32 SFF drives LFF Media bay and 16 LFF drives Component identification 95...

Page 96: ...NVMe SSD Express bay NVMe SSD Express bay installed in box 1 and 8 SFF drives NVMe SSD Express bay installed in box 4 and 8 SFFdrives NVMe SSD Express bay and 40 SFF drives 96 Component identification...

Page 97: ...ctivity 3 Do not remove Solid white Do not remove the drive Removing the drive causes one or more of the logical drives to fail Off Removing the drive does not cause a logical drive to fail 4 Drive st...

Page 98: ...rd Mini SAS connectors operate in AHCI or Legacy mode Under this condition The drives cannot be a part of a hardware RAID or a logical drive The Locate Drive status and Do not remove LEDs of the affec...

Page 99: ...ll be visible lighting each LED in the carrier in sequence from left to right The sequence will cycle until the drive is recognized by the system When the SSD is recognized by the system the Do Not Re...

Page 100: ...l processor redundant configuration all fans are required for redundancy A fan failure causes a loss of redundancy A second fan failure causes an orderly shutdown of the server The server supports var...

Page 101: ...CAUTION A thermal event can damage server components when the Thermal Shutdown feature is disabled in RBSU Component identification 101...

Page 102: ...mance For information on cabling peripheral components refer to the white paper on high density deployment at the Hewlett Packard Enterprise website CAUTION When routing cables always be sure that the...

Page 103: ...Optical device cabling LFF configuration Item Description 1 ODD signal cable to SATA port 5 2 Power supply backplane cable 3 ODD power cable SFF configuration Optical device cabling 103...

Page 104: ...SATA port 5 2 Power supply backplane cable 3 ODD power cable Front I O module cabling Item Description 1 Ambient sensor cable 2 Front I O LEDs and button cable Systems Insight Display cabling SFF conf...

Page 105: ...ler is installed Depending on the controller option installed the actual storage controller connectors might look different from what is shown in this section There are two FBWC module backup power ca...

Page 106: ...Storage controller installed in slot 6 to 9 106 Cabling...

Page 107: ...HPE Smart Storage Battery cabling Power supply backplane cabling GPU power cabling x4 Power supply backplane cabling HPE Smart Storage Battery cabling 107...

Page 108: ...e cage backplane power cables 3 System board cables 4 Power cables for GPU installed in slot 6 or 8 x2 power supply backplane cabling Item Description 1 Power cables installed for GPU in slot 1 or 3 2...

Page 109: ...ckplane to 3 LFF drive backplanes supports up to 24 LFF drives SFF model x2 power supply backplane to 3 SFF drive cages supports up to 24 SFF drives x4 power supply backplane to 3 SFF drive cages supp...

Page 110: ...cages supports up to 48 SFF drives Item Description 1 Power cable for SFF drive backplane in box 4 5 6 and ODD or media device 2 Power cable for drive backplane in box 1 2 3 Embedded SATA cabling LFF...

Page 111: ...SFF configuration HPE Flexible Smart Array Controller Mini SAS cabling SFF configuration HPE Flexible Smart Array Controller Mini SAS cabling 111...

Page 112: ...oute the two ends of the Mini SAS Y cable through the cable management clips and then connect them to the drive backplane Cable routing if the Smart Array controller is installed in PCIe slot 1 to 4 S...

Page 113: ...LFF configuration Cable routing if the Smart Array controller is installed in PCIe slot 6 to 9 SFF configuration Cabling 113...

Page 114: ...LFF configuration SAS Expander cabling One SAS Expander LFF configuration 114 SAS Expander cabling...

Page 115: ...SFF configuration Two SAS Expanders Cabling 115...

Page 116: ...Express bay cabling Express bay bridge card installed in PCIe slot 3 Express bay bridge card installed in PCIe slot 6 or 8 and second processor installed 116 Express bay cabling...

Page 117: ...M 2 SSD cabling Item Description 1 SATA cable of first M 2 SSD module 2 SATA cable of second M 2 SSD module M 2 SSD cabling 117...

Page 118: ...mit and rate of change might be limited by the type and number of options installed For certain approved hardware configurations the supported system inlet temperature range is extended 5 C to 10 C 41...

Page 119: ...ply specifications Depending on installed options the server is configured with one of the following power supplies HPE 500W Flex Slot Platinum Hot Plug Power Supply HPE 800W Flex Slot Platinum Hot Pl...

Page 120: ...oad product updates go to either of the following Hewlett Packard Enterprise Support Center Get connected with updates page Software Depot website To view and update your entitlements and to link your...

Page 121: ...ic secure submission of hardware event notifications to Hewlett Packard Enterprise which will initiate a fast and accurate resolution based on your product s service level Hewlett Packard Enterprise s...

Page 122: ...errors suggestions or comments to Documentation Feedback When submitting your feedback include the document title part number edition and publication date located on the front cover of the document Fo...

Page 123: ...g LFF large form factor NMI nonmaskable interrupt NVMe non volatile memory express NVRAM nonvolatile memory PCIe Peripheral Component Interconnect Express POST Power On Self Test RBSU ROM Based Setup...

Page 124: ...Systems Insight Manager TPM Trusted Platform Module UEFI Unified Extensible Firmware Interface UID unit identification USB universal serial bus 124 Acronyms and abbreviations...

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