Mirapoint RazorSafe 170 Hardware Manual Download Page 70

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Troubleshooting Appliance Hardware

Summary of Contents for RazorSafe 170

Page 1: ...rSafe 170 RS170 Hardware Guide Release AOS 5 0 September 2010 Part Number 010 00825c This manual supports Archiving Operating System AOS release 5 0 and later AOS releases until replaced by a newer edition ...

Page 2: ...ns of this product are Copyright 1997 1998 FreeBSD Inc All Rights Reserved Portions of this product are Copyright 1996 1998 Carnegie Mellon University All Rights Reserved Portions of this product are Copyright 1997 1998 the Apache Group All Rights Reserved Portions of this product are Copyright 1987 2006 Larry Wall All Rights Reserved See http www perl org Portions of this product are Copyright 19...

Page 3: ...endix B Jumpers and Connectors describes the various system jumpers switches and connectors on the system board About Mirapoint Documentation Documentation for all Mirapoint products is available through the Information Library on the Mirapoint Support website https support mirapoint com The Information Library provides the hardware and software documentation for all supported Mirapoint releases a...

Page 4: ...pport Information MOS CLI command Message Server RazorGate AOS UI Location RazorSafe Software release Version In the Status tab select System Info Host ID License Hostid In the Status tab select System Info Serial number Model Get Serial In the Status tab select System Info Hardware model Model Get Chassis In the Status tab select System Info Table 2 Typographic Conventions in This Manual Typeface...

Page 5: ...n you type your_IP_address Table 3 Iconic Conventions in This Manual Icon Use Best practices information Mirapoint recommendations Note information that should be read Critical information License information Potential of causing bodily harm hardware only Table 2 Typographic Conventions in This Manual Continued Typeface Use Example Command line interface CLI commands are case insensitive except wh...

Page 6: ...6 Preface ...

Page 7: ...eatures and Indicators 13 Guidelines for Connecting External Devices 14 NIC Indicator Codes 14 Appliance Messages 15 Warning Messages 24 Diagnostics Messages 24 Alert Messages 24 Other Information You May Need 25 2 Installing Appliance Components 27 Recommended Tools 28 Inside the Appliance 28 Front Bezel 28 Removing the Front Bezel 29 Installing the Front Bezel 29 Opening and Closing the Applianc...

Page 8: ...ing Shroud 41 Installing the Cooling Shroud 42 Memory 42 General Memory Module Installation Guidelines 42 Removing Memory Modules 43 Installing Memory Modules 44 Cooling Fans 45 Removing a Cooling Fan 46 Installing a Cooling Fan 47 Processors 47 Removing a Processor 47 Installing a Processor 49 Power Supply 50 Removing the Power Supply 50 Installing the Power Supply 51 Removing the Power Supply Bl...

Page 9: ... NIC 61 Troubleshooting a Wet Appliance 62 Troubleshooting a Damaged Appliance 63 Troubleshooting the System Battery 63 Troubleshooting a Power Supply 64 Troubleshooting Appliance Cooling Problems 64 Troubleshooting a Fan 65 Troubleshooting Memory 65 Troubleshooting an Optical Drive 66 Troubleshooting a Hard Drive 67 Troubleshooting Expansion Cards 68 Troubleshooting the Processor 68 B Jumpers and...

Page 10: ...10 ...

Page 11: ...ation You May Need on page 25 Accessing Appliance Features During Startup The following keystrokes provide access to appliance features during startup Keystroke Description F2 Enters the System BIOS F10 Enters System Services which opens the Unified Server Configurator from which you can access utilities such as system diagnostics For usage contact your Mirapoint respresentative Some Unified Serve...

Page 12: ...emory installed in the appliance Caution Never use the power button to to power off the appliance 2 NMI button Used to troubleshoot software and device driver errors when using certain operating systems This button can be pressed using the end of a paper clip Use this button only if directed to do so by qualified support personnel or by the AOS release s documentation 3 Video connector Connects a ...

Page 13: ...s to the appliance The ports are USB 2 0 compliant 9 System identification panel A slide out panel for system information including the Express Service Tag embedded NIC MAC address Space is provided for an additional label 10 Optical drive One slim line SATA DVD ROM drive NOTE DVD devices are data only Item Indicator Button or Connector Icon Description 1 PCIe expansion card slot Connects a PCI Ex...

Page 14: ... amber when the appliance needs attention due to a problem 8 System identification button The system identification buttons on the front and back panels can be used to locate a particular appliance within a rack When one of the buttons is pushed the appliance status indicators on the front and back panels light blue until one of the buttons is pushed again 9 System identification connector Connect...

Page 15: ...If any appliance components were just upgraded return the appliance to the previous configuration If the appliance boots without this warning then the replaced component s are not supported with this power supply See Power Supply on page 50 Alert System fatal error during previous boot An error caused the appliance to reboot Check other system messages for additional information for possible cause...

Page 16: ...nt Shared NIC interface is set in management tools Check the system management software or the System BIOS for NIC settings If a problem is indicated see Troubleshooting a NIC on page 61 Error 8602 Auxiliary Device Failure Verify that mouse and keyboard are securely attached to correct connectors Mouse or keyboard cable is loose or improperly connected Reseat the mouse or keyboard cable Defective ...

Page 17: ...cturing mode Maximum rank count exceeded The following DIMM has been disabled x Invalid memory configuration The appliance runs but with the specified memory module disabled Ensure that the memory modules are installed in a valid configuration See General Memory Module Installation Guidelines on page 42 Memory address line failure at address read value expecting value Faulty or improperly installe...

Page 18: ...2 No boot device available Faulty or missing optical drive subsystem hard drive or hard drive subsystem or no bootable USB key installed Use a bootable USB key CD or hard drive If the problem persists see Troubleshooting a USB Device on page 60 Troubleshooting an Optical Drive on page 66 and Troubleshooting a Hard Drive on page 67 No boot sector on hard drive Incorrect configuration settings in Sy...

Page 19: ...the appliance could not find a particular sector on the disk or the requested sector is defective Replace the optical medium USB medium or device Ensure that the USB or SATA cables are properly connected See Troubleshooting a USB Device on page 60 Troubleshooting an Optical Drive on page 66 or Troubleshooting a Hard Drive on page 67 for the appropriate drive s installed in your appliance SATA Port...

Page 20: ...on Guidelines on page 42 The following DIMMs should match in rank count x x The following DIMMs should match in size x x The following DIMMs should match in size and geometry x x The following DIMMs should match in size and rank count x x Thermal sensor not detected on x A memory module without a thermal sensor is installed in the specified memory slot Replace the memory module Processors on page ...

Page 21: ...functionality See the USC user documentation for more information Unexpected interrupt in protected mode Improperly seated memory modules or faulty keyboard mouse controller chip Reseat the memory modules See Troubleshooting Memory on page 65 If the problem persists see Getting Technical Support on page 3 Unsupported CPU combination Unsupported CPU stepping detected Processor is not supported by t...

Page 22: ...ory modules and expansion card may not be supported by the power supply If any appliance components were just upgraded return the appliance to the previous configuration If the appliance boots without this warning then the replaced component s are not supported with this power supply See Power Supply on page 50 Warning Unsupported memory configuration detected The memory configuration is not optim...

Page 23: ...roubleshooting a NIC on page 61 Error 8602 Auxiliary Device Failure Verify that mouse and keyboard are securely attached to correct connectors Mouse or keyboard cable is loose or improperly connected Reseat the mouse or keyboard cable Defective mouse or keyboard Ensure that the mouse or keyboard is operational See Troubleshooting a USB Device on page 60 Gate A20 failure Faulty keyboard controller ...

Page 24: ...re messages for drive temperature fan and power conditions For more information see the system management software documentation Keyboard data line failure Keyboard stuck key failure Keyboard cable connector is improperly connected or the keyboard is defective Reseat the keyboard cable If the problem persists see Troubleshooting a USB Device on page 60 Keyboard fuse has failed Overcurrent detected...

Page 25: ...170 Hardware Guide provides information about the appliance features and describes how to troubleshoot the appliance and install or replace appliance components This document is available online at support mirapoint com The CD and DVD media which accompanies these instructions within the folio provides documentation and tools for configuring and managing your appliance b Always first check for upd...

Page 26: ...About Your Appliance 26 1 ...

Page 27: ...ons for details Recommended Tools Inside the Appliance on page 28 Front Bezel on page 28 Opening and Closing the Appliance on page 29 Optical Drive on page 31 Hard Drives on page 33 Expansion Cards on page 37 Expansion Card Riser on page 39 Cooling Shroud on page 40 Memory on page 42 Cooling Fans on page 45 Processors on page 47 Power Supply on page 50 System Battery on page 52 Control Panel Assem...

Page 28: ...ccess to the power button optical drive and hard drive s The LCD panel and navigation buttons are accessible through the front bezel Figure 5 on page 29 1 control panel board 2 hard drive 3 power supply 4 cooling shroud 5 heat sink processor 6 expansion card riser 7 expansion card 8 chassis intrusion switch 9 appliance cooling fans 3 10 optical drive 11 hard drive backplane 12 power supply cooling...

Page 29: ...l the front bezel 1 Hook the right end of the bezel onto the chassis 2 Fit the free end of the bezel onto the appliance 3 Secure the bezel with the keylock Opening and Closing the Appliance c Only trained service technicians are authorized to remove the appliance cover and access any of the components inside the appliance Before you begin this procedure review the safety instructions that came wit...

Page 30: ...o the unlocked position Figure 6 3 Lift up on the latch on top of the appliance and slide the cover back Figure 6 4 Grasp the cover on both sides and lift the cover away from the appliance Closing the Appliance To close the appliance 1 Lift up the latch on the cover 2 Place the cover onto the chassis and offset the cover slightly back so that it clears the chassis hooks and lays flush on the appli...

Page 31: ...ance from its electrical outlet 3 Open the appliance See Opening the Appliance on page 30 4 Pull the blue pull tab on the data cable to disconnect it from the back of the drive and the system board 5 Disconnect the power and data cables from the back of the drive Note the routing of the power and data cables underneath the tabs on the appliance chassis as you remove them from the system board and ...

Page 32: ...ance Before you begin this procedure review the safety instructions that came with the appliance To install an optical drive 1 If installed remove the optional front bezel See Removing the Front Bezel on page 29 2 Power off the appliance including any attached peripherals and disconnect the appliance from its electrical outlet 1 data cable 2 power cable 3 optical drive 4 metal standoff with notche...

Page 33: ...r appliance supports two 3 5 inch SATA The hard drives are installed internally in the appliance Figure 4 on page 28 and connected to the system board Removing a Hard Drive c Many repairs may only be done by a certified service technician You should only perform troubleshooting and simple repairs as authorized in your product documentation or as directed by the online or telephone service and supp...

Page 34: ...cted by the online or telephone service and support team Damage due to servicing that is not authorized is not covered by your warranty Read and follow the safety instructions that came with the product To install a hard drive 1 Power off the appliance and attached peripherals and disconnect the appliance from the electrical outlet and from the peripherals 2 Open the appliance See Opening the Appl...

Page 35: ...ct the appliance to the electrical outlet and Power on the appliance and attached peripherals 9 Exit the System BIOS and reboot the appliance See the documentation that came with the hard drive for instructions on installing any software required for drive operation Removing a Hard Drive From a Hard Drive Bracket n A 2 5 inch hard drive is encased in a 2 5 inch hard drive bracket which is further ...

Page 36: ...a 3 5 inch hard drive bracket To remove a hard drive from a hard drive bracket 1 Insert the hard drive into the hard drive bracket Figure 17 on page 51 If you are installing a 2 5 inch hard drive position the 2 5 inch hard drive bracket into the 3 5 inch hard drive bracket 2 Align the holes on the hard drive with the back set of holes on the hard drive bracket 3 Attach the four screws to secure th...

Page 37: ... by your warranty Read and follow the safety instructions that came with the product To install an expansion card 1 Unpack the expansion card and prepare it for installation For instructions see the documentation accompanying the card 2 Power off the appliance including any attached peripherals and disconnect the appliance from the electrical outlet 3 Open the appliance See Opening the Appliance o...

Page 38: ...t team Damage due to servicing that is not authorized is not covered by your warranty Read and follow the safety instructions that came with the product To remove an expansion card 1 Power off the appliance including any attached peripherals and disconnect the appliance from the electrical outlet 2 Open the appliance See Opening the Appliance on page 30 3 Disconnect all cables from the card 4 Open...

Page 39: ... only be done by a certified service technician You should only perform troubleshooting and simple repairs as authorized in your product documentation or as directed by the online or telephone service and support team Damage due to servicing that is not authorized is not covered by your warranty Read and follow the safety instructions that came with the product To remove an expansion card riser 1 ...

Page 40: ...tall the expansion card See Installing an Expansion Card on page 37 4 Close the appliance See Closing the Appliance on page 30 5 Reconnect the appliance to its electrical outlet and power the appliance on including any attached peripherals Cooling Shroud The system board shroud covers the processor heat sink and memory modules and provides air flow to these components Airflow is facilitated by the...

Page 41: ...ed is not covered by your warranty Read and follow the safety instructions that came with the product c Never operate your appliance with the cooling shroud removed The appliance may get overheated quickly resulting in shutdown of the appliance and loss of data To remove the system board shroud 1 Power off the appliance including any attached peripherals and disconnect the appliance from the elect...

Page 42: ...mory c Memory configurations that fail to observe these guidelines can prevent your appliance from starting and producing any video output Except for memory channels that are unused all populated memory channels must have identical configurations Memory modules of different sizes can be mixed in sockets 1 to 4 for example 2 GB and 4 GB but all populated channels must have identical configurations ...

Page 43: ...ved The appliance may get overheated quickly resulting in shutdown of the appliance and loss of data To remove memory modules 1 Power off the appliance including any attached peripherals and disconnect the appliance from the electrical outlet 2 Open the appliance See Opening the Appliance on page 30 3 Remove the system board shroud See Removing the Cooling Shroud on page 41 4 Locate the memory mod...

Page 44: ...amage due to servicing that is not authorized is not covered by your warranty Read and follow the safety instructions that came with the product c Never operate your appliance with the cooling shroud removed The appliance may get overheated quickly resulting in shutdown of the appliance and loss of data To install memory modules 1 Power off the appliance including any attached peripherals and disc...

Page 45: ...t have memory modules installed 9 Repeat 5 through 8 of this procedure to install the remaining memory modules See Table 5 on page 43 10 Replace the system board shroud See Installing the Cooling Shroud on page 42 11 Close the appliance See Closing the Appliance on page 30 Cooling Fans Your appliance contains three single motor fans and provides cooling for the processor expansion card and memory ...

Page 46: ...support team Damage due to servicing that is not authorized is not covered by your warranty Read and follow the safety instructions that came with the product n The procedure for removing each individual fan module is the same To remove a cooling fan 1 Power off the appliance including any attached peripherals and disconnect the appliance from its electrical outlet 2 Open the appliance See Opening...

Page 47: ...procedure review the safety instructions that came with the appliance To remove a processor 1 Prior to upgrading your appliance download the latest system BIOS version Contact Mirapoint Technical Support Getting Technical Support on page 3 2 Power off the appliance including any attached peripherals and disconnect the appliance from the electrical outlet 3 Open the appliance See Opening the Applia...

Page 48: ...ever from the locked position 10 Rotate the lever 90 degrees upward until the processor is released from the socket Figure 16 on page 49 Figure 15 Installing and Removing the Heat Sink 11 Rotate the processor shield upward and out of the way Figure 16 on page 49 12 Lift the processor out of the socket and leave the release lever up so that the socket is ready for the new processor c Be careful not...

Page 49: ...ppliance contact your Mirapoint Support representative 2 Unpack the processor if it has not been used previously If the processor has already been used remove any thermal grease from the top of the processor using a lint free cloth 3 Align the processor with the socket keys on the ZIF socket Figure 16 c Positioning the processor incorrectly can permanently damage the system board or the processor ...

Page 50: ...rewdriver tighten the heat sink retention screws Figure 15 on page 48 6 Replace the cooling shroud See Installing the Cooling Shroud on page 42 7 Close the appliance See Closing the Appliance on page 30 8 Reconnect the appliance to its electrical outlet and power the appliance on including any attached peripherals Power Supply Your appliance supports a 250W power supply module Removing the Power S...

Page 51: ...with the hole on the chassis Figure 17 3 Tighten the screw to secure the power supply to the chassis 4 Connect all the power cables to the system board hard drive s and optical drive 5 Close the appliance See Closing the Appliance on page 30 6 Reconnect the appliance to its electrical outlet and power the appliance on including any attached peripherals 1 screw 2 power supply 3 power cable 24 pins ...

Page 52: ...lace the battery only with the same or equivalent type recommended by the manufacturer See your safety information for additional info c Many repairs may only be done by a certified service technician You should only perform troubleshooting and simple repairs as authorized in your product documentation or as directed by the online or telephone service and support team Damage due to servicing that ...

Page 53: ...ect the appliance to the electrical outlet and power the appliance on including any attached peripherals Control Panel Assembly Removing the Control Panel Assembly c Many repairs may only be done by a certified service technician You should only perform troubleshooting and simple repairs as authorized in your product documentation or as directed by the online or telephone service and support team ...

Page 54: ...f the control panel board c Do not pull on the cable to unseat the connector Doing so can damage the cable a Press the metal tabs on the ends of the cable connector b Gently work the connector out of the socket c Remove the USB connector cable from the control panel 6 Remove the four screws that secure the control panel board to the chassis and remove the board Figure 19 Control Panel Removal 1 co...

Page 55: ...rized in your product documentation or as directed by the online or telephone service and support team Damage due to servicing that is not authorized is not covered by your warranty Read and follow the safety instructions that came with the product To remove the system board 1 Power off the appliance and attached peripherals and disconnect the appliance from the electrical outlet 2 Open the applia...

Page 56: ...gure 1 on page 12 3 Holding the appliance by the edges of the system board lower the system board into the chassis Do not lift the system board assembly by grasping a memory module processor or other components 4 Slightly lift up the front of the system board and maneuver the system board to the bottom of the chassis until it lays completely flat 5 Push the system board toward the back of the chas...

Page 57: ...trol panel interface cable connector Optical drive power cable connector Control panel USB interface cable connector System board power cable connectors 10 Install the expansion card See Installing an Expansion Card on page 37 11 Replace the cooling shroud See Installing the Cooling Shroud on page 42 12 Close the appliance See Closing the Appliance on page 30 13 Reconnect the appliance to its elec...

Page 58: ...Installing Appliance Components 58 2 ...

Page 59: ...oubleshooting a Power Supply on page 64 Troubleshooting Appliance Cooling Problems on page 64 Troubleshooting a Fan on page 65 Troubleshooting Memory on page 65 Troubleshooting an Optical Drive on page 66 Troubleshooting a Hard Drive on page 67 Troubleshooting Expansion Cards on page 68 Troubleshooting the Processor on page 68 Safety First For You and Your Appliance c Many repairs may only be done...

Page 60: ...ideo subsystem 1 Check the appliance and power connections to the monitor 2 Check the video interface cabling from the appliance to the monitor 3 If two monitors are attached to the appliance disconnect one monitor The appliance supports only one monitor attached to either the front or back video connector 4 Try using a monitor that is known to be working 5 Run the appropriate online diagnostic te...

Page 61: ... a serial I O device 1 Power off the appliance including any attached peripherals and disconnect the appliance from the electrical outlet 2 Swap the serial interface cable with another working cable and power on the appliance and the serial device If the problem is resolved replace the interface cable 3 Power off the appliance and the serial device and swap the device with a comparable device 4 Po...

Page 62: ...shooting and simple repairs as authorized in your product documentation or as directed by the online or telephone service and support team Damage due to servicing that is not authorized is not covered by your warranty Read and follow the safety instructions that came with the product To troubleshoot a wet appliance 1 Power off the appliance and attached peripherals and disconnect the appliance fro...

Page 63: ...tached peripherals and disconnect the appliance from the electrical outlet 2 Open the appliance See Opening the Appliance on page 30 3 Ensure that the following components are properly installed Expansion cards and both expansion card risers Power supply Fans and cooling shroud Processors and heat sinks Memory modules Hard drive carriers 4 Ensure that all cables are properly connected 5 Close the ...

Page 64: ...e power supply and to determine if it is working properly The power indicator turns green to signify that the power supply is functioning properly 2 If the problem persists replace the faulty power supply If the problem persists see Getting Technical Support on page 3 Troubleshooting Appliance Cooling Problems c Many repairs may only be done by a certified service technician You should only perfor...

Page 65: ...ee Cooling Fans on page 45 7 Restart the appliance If the problem is resolved close the appliance See Closing the Appliance on page 30 If the replacement fan does not operate see Getting Technical Support on page 3 Troubleshooting Memory c Many repairs may only be done by a certified service technician You should only perform troubleshooting and simple repairs as authorized in your product documen...

Page 66: ...ipherals and disconnect the appliance from the power source 11 Open the appliance See Opening the Appliance on page 30 12 If a diagnostic test or error message indicates a specific memory module as faulty swap or replace the module 13 To troubleshoot an unspecified faulty memory module replace the memory module in the first DIMM socket with a module of the same type and capacity See Installing Mem...

Page 67: ...and attached peripherals If the problem is not resolved see Getting Technical Support on page 3 Troubleshooting a Hard Drive c Many repairs may only be done by a certified service technician You should only perform troubleshooting and simple repairs as authorized in your product documentation or as directed by the online or telephone service and support team Damage due to servicing that is not aut...

Page 68: ...r See Installing an Expansion Card on page 37 6 Close the appliance See Closing the Appliance on page 30 7 If the problem is not resolved power off the appliance and attached peripherals and disconnect the appliance from the electrical outlet 8 Open the appliance See Opening the Appliance on page 30 9 Remove the expansion card See Removing an Expansion Card on page 38 10 Close the appliance See Cl...

Page 69: ...t the processor and heat sink are properly installed See Processors on page 47 5 Close the appliance See Closing the Appliance on page 30 6 Run the appropriate online diagnostic test If the problem persists see Getting Technical Support on page 3 ...

Page 70: ...Troubleshooting Appliance Hardware 70 A ...

Page 71: ...isabling a Forgotten Password on page 73 System Board Jumpers Figure 21 shows the location of the configuration jumpers on the system board Table 6 lists the jumper settings Table 6 System Board Jumper Settings Jumper Setting Description PWRD_EN default Default The password feature is enabled pins 2 4 The password feature is disabled pins 4 6 NVRAM_CLR default The configuration settings are retain...

Page 72: ...mory module slot 1 white release lever Memory module slot 4 Memory module slot 2 white release lever 2 CPU Processor 3 IO_RISER1 Expansion card riser connector 4 iDRAC6 Enterprise iDRAC6 Enterprise card connector IMPORTANT The RS170 does not support this diagnostic card 5 iDRAC6 Express iDRAC6 Express card connector IMPORTANT The RS170 does not support this diagnostic card 6 HD_ACT_CARD Expansion ...

Page 73: ...mper labeled PWRD_EN on the system board 4 Close the appliance See Closing the Appliance on page 30 5 Reconnect your appliance and peripherals to their electrical outlets and power on the appliance The existing passwords are not disabled erased until the appliance boots with the password jumper plug in the disabled position However before you assign a new appliance and or setup password you must r...

Page 74: ... it boots 6 Power off the appliance including any attached peripherals and disconnect the appliance from the electrical outlet 7 Open the appliance See Opening the Appliance on page 30 8 Install the jumper plug on the password jumper 9 Close the appliance See Closing the Appliance on page 30 10 Reconnect your appliance and peripherals to their electrical outlets and power on the appliance ...

Page 75: ...e Your rights under this License will terminate automatically without notice from Mirapoint if you fail to comply with any term s of this License User acknowledges and agrees that any unauthorized use transfer sublicensing or disclosure of the Mirapoint Software may cause irreparable injury to Mirapoint and under such circumstances Mirapoint shall be entitled to equitable relief without posting bo...

Page 76: ...tment s Bureau of Industry and Security which include the name and address including country of each transferee and f understands that countries including the United States may restrict the import use or export of encryption products which may include the Mirapoint Software and the components and agrees that it shall be solely responsible for compliance with any such import use or export restricti...

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