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Troubleshooting Your System

HP Customer Care Center Phone Numbers

Chapter 2

54

HP Customer Care Center Phone Numbers

HP Customer Care Centers can help you solve issues related to HP
products and, if necessary, initiate appropriate service procedures. In the
U.S.A, telephone support is available 24 hours a day, 7 days a week.
Elsewhere, it is available during normal office hours. Here is the URL for
HP Customer Care Center phone numbers:

http://www.hp.com/cpso-support/guide/psd/expectations.html

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Содержание Integrity rx2600

Страница 1: ...Installation Guide HP Workstation zx6000 HP Server rx2600 Manufacturing Part Number A7857 90020 Edition E0902 Copyright 2002 Hewlett Packard Company ...

Страница 2: ...part of this document may be photocopied reproduced or translated to another language without the prior written consent of Hewlett Packard Company Intel and Itanium 2 are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries Microsoft Windows Windows NT Windows 2000 and Windows XP are registered trademarks of the Microsoft Corporation...

Страница 3: ...editions to correct errors or document product changes Manuals that are published on the HP Support website www hp com go bizsupport are updated often please visit this website periodically for the most recent versions To ensure that you receive the updated or new editions you should also subscribe to the appropriate HP product support service See your HP Sales Representative for details First Edi...

Страница 4: ...4 ...

Страница 5: ... System 32 Software and Driver Availability 32 Working in Comfort and Safety 33 Preparing Your Work Environment 33 Your Work Posture 34 Additional Ergonomic Issues 35 2 Troubleshooting Your System Solving Hardware Problems 38 Troubleshooting Tips 41 If You Lose the Key 41 Need More Help 42 Accessing System Diagnostics 43 Running Support Tools Manager HP UX only 43 Running ODE Based Diagnostics HP ...

Страница 6: ...e Declaration for Germany 59 Notice for Japan Class A 59 Notice for Korea 59 Notice for Taiwan 59 B Warranty Statements Hardware and Software Warranties 62 Warranty Limitations 62 Limitation of Liability and Remedies 64 Third Party Products 64 Customer Responsibilities 65 Obtaining On site Warranty Service 65 Obtaining Parts Warranty Service 66 Software Limited Warranty 67 HP Telephone Support Ser...

Страница 7: ...ver remove the system side cover without first disconnecting the power cord from the power outlet and removing any connection to a telecommunications network If a Power Protection Device is fitted to your system you must shut down your computer using its on off switch then remove the power cord before removing the system s side cover Remove the Power Protection Device cables before any servicing o...

Страница 8: ...r them to cool down before touching them Avoiding Static Electricity CAUTION Static electricity can damage electronic components Turn OFF all equipment before installing an accessory card Don t let your clothes touch any accessory card To equalize the static electricity when replacing an accessory card rest the accessory card bag on top of the system unit while you are removing the card from the b...

Страница 9: ...s If you require more details about HP s product take back program contact your local dealer or your nearest HP Sales Office Additional Documentation The following table lists the documentation available for this system Only selected publications are in hard copy format All are available as PDF files from the HP Web site or on the Documentation CD provided with your system Accessing HP s World Wid...

Страница 10: ...ent Hardware Warranty Using the Workstation Connecting devices and turning on Rear panel connectors starting and stopping EFI Basic details Fields and their options within Setup Basic details Viewing Setup screen using passwords Complete list Upgrading the Workstation Opening the System Overview Full description Supported accessories Full description Installing accessories Processor s memory acces...

Страница 11: ... etc mount o cdcase dev dsk drive directory 5 View documents with your web browser by entering the following in your browser s Location or Address entry box file directory index htm Clicking on the individual document titles will launch the Adobe Acrobat Reader application also supplied on the CD and display the PDF of that document If required you may print the document from the PDF Documents inc...

Страница 12: ...12 ...

Страница 13: ...Chapter 1 13 1 Setting Up and Using Your System This Guide provides you with essential information on the system initial setup tips and basic troubleshooting for your zx6000 or rx2600 system ...

Страница 14: ...600 Server Rack mount rx2600 Server Tower2 Accessory Card Slots 3 PCI 1 AGP 3 PCI 1 AGP 4 PCI 4 PCI Fan Type Speed Quiet Low Hi Capacity High Hi Capacity High Hi Capacity High Management Processor ECI Card No Optional Yes Yes Redundant Hot Swap Power Supply No Optional Yes Yes 1 Must be ordered from HP as a rack mounted workstation 2 A rack mount server can be converted to a Tower with conversion ...

Страница 15: ...m HP UX and Linux Operating Systems Main Memory Twelve DIMM sockets that support 256MB 512MB and 1GB DDR SDRAM memory modules The order in which you install the memory modules is important For information on installing memory see the zx6000 rx2600 Operation Maintenance Guide at www hp com go bizsupport You can install a minimum of 512MB 1 Gb for server configuration of memory and a maximum of 12GB...

Страница 16: ... www hp com support itanium_ipf These will inform you of any issues HP is aware of and help ensure that your system remains trouble free Optical Drive Models include either a slimline 8x DVD ROM CD RW combo drive or a slimline 8x DVD ROM drive System Board Connectors One ATA 100 capable IDE connector Main power supply connector plus a redundant power connector Main chassis fan connectors Processor...

Страница 17: ...ported Rear Connectors labeled Four USB connectors that are all high speed 480Mb sec capable as well as full speed 12 Mb sec and low speed 1 5 Mb sec HP UX supports HP s USB keyboard and mouse Linux supports all 1 1 USB devices 9 pin serial two buffered Standard Two UART 16550 buffered serial ports both RS 232 C Serial Ports A and B Note that Serial A Port may be used as console if one port uses 2...

Страница 18: ...tion as above Tower Rack mount 19 5 H x 11 6 W x 26 5 D 3 4 H x 19 0 W x 26 8 D Footprint Tower 0 2 m2 2 1 sq ft Power Supply Input voltage input current max Input frequency Available power output Measured input power1 100 127 VAC 7 2 A Autoranging 200 250 VAC 3 6 A Autoranging 50 60Hz 600 W 560 W Operating Humidity 15 to 80 relative Operating Temperature Storage Temperature Over temperature Shutd...

Страница 19: ... its rear connectors are easily accessible Installation Tools No tools are required to set up your system However if you plan to install or replace an accessory inside your system you will need a T 10 and T 15 Torx screwdriver or a flat blade screwdriver Make sure you use the Electrostatic Discharge equipment static free mat static strap anti static bags etc to prevent damage to the system WARNING...

Страница 20: ...he relatively rare but possible threat posed by metallic particulate contamination During recent years a growing concern has developed in computer rooms where these conductive contaminants are formed on the bottom of some raised floor tiles Although this problem is relatively rare it may be an issue within your computer room Since metallic contamination can cause permanent or intermittent failures...

Страница 21: ...e 1 1 shows the rear panel connectors for a rack mounted rx2600 system Rear panel connectors for the zx6000 Tower system are similar but viewed vertically Figure 1 1 Rear Panel Connectors on Rack mounted System with Management Card Available only if the Management Card ECI is installed The connectors are shaped to go in one way only Refer to the sticker on the back of the machine Receptacle PWR1 L...

Страница 22: ...it provides a choice of 3 button scroll wheel mouse standard or 3 button plain mouse specify product Option 065 Both the keyboard and the mouse have an extended length 2 9m 9 5 foot cable which allows more flexible positioning of the system than is possible with the 1 8m cable on typical PCs The keyboard and mouse are connected to the USB connectors on the rear panel of the computer Connecting the...

Страница 23: ...o in one way only 2 Connect the monitor s power cord and the computer s power cord to a grounded outlet Graphics Cards Your system has three possible operating systems that you can choose when you purchase it Depending on the operating system you ordered you may have one of the following graphics cards installed Here is a list of the URLs you can go to for more detailed information about your grap...

Страница 24: ...eed to use the tables in this section to select your monitor CAUTION To prevent possible damage to your monitor make certain you select a monitor that supports the resolutions and frequencies you wish to use Table 1 2 Resolutions and Frequencies for the NVIDIA Quadro2 EX Analog Monitors and DB 15 Connector Linux Graphics Card Display Resolution1 1 Only common resolutions are listed Other intermedi...

Страница 25: ...2 75 85 100 120 140 144 150 170 200 60 70 72 75 85 100 120 140 144 150 170 60 70 72 75 85 100 120 140 144 150 60 70 72 75 85 100 120 140 144 150 60 70 72 75 85 100 120 60 70 72 75 85 100 60 70 72 75 85 100 60 70 72 75 1 Only common resolutions are listed Other intermediate resolutions are possible 2 The maximum frequency may not be available at all color depths Table 1 4 Resolutions and Frequencie...

Страница 26: ...0 85 90 60 72 75 76 80 85 60 66 1 Only common resolutions are listed Other intermediate resolutions are possible 2 Not all resolutions and frequencies are supported on all operating systems 3 The maximum frequency may not be available at all color depths Table 1 6 Resolutions and Frequencies for the ATI Radeon 7000 Digital Monitor with DVI Connector HP UX and Linux Graphics Card Display Resolution...

Страница 27: ... resolutions are possible 2 Not all resolutions and frequencies are supported on all operating systems 3 The maximum frequency may not be available at all color depths Table 1 8 Resolutions and Frequencies for the ATI FireGL 4 Digital Monitor with DVI Connector HP UX Graphics Card Display Resolution12 Vertical Frequency Hz 3 ATI FireGL 4 1024 768 1280 1024 1600 1024 1600 1200 75 75 75 75 1 Only co...

Страница 28: ...own When the button is released the green LED will turn off The hard disk drive activity LED is orange during POST and hard disk drive access When the system is powered down the LED is off Figure 1 2 Front Panel for the Tower System Figure 1 3 Front Panel for the Rack mounted System Power On Off Button System LED LAN LED LED 4 LED 3 LED 2 LED 1 Power On Off Light Diagnostic Diagnostic Diagnostic D...

Страница 29: ...can contain directories data files and EFI images The EFI system firmware may search the EFI directory of the EFI system partition EFI volume to find possible EFI images that can be loaded The HP UX bootloader is one example of an EFI image Complete information on the commands used by the EFI shell are provided in the zx6000 rx2600 Operation Maintenance Guide found at http www hp com go bizsupport...

Страница 30: ...MP is alive as long as the power cord is plugged in User password access control The users supported are both operators and administrator Multiple access methods Local Port Use terminal of laptop computer for direct connect Remote Port Use dedicated modem RS 232 port and Modem Port External modem LAN Use telnet or web to access MP LAN Mirrored console The system console output stream is reflected ...

Страница 31: ... Using Your System System Configuration Chapter 1 31 For a complete listing of BMC Commands see the System Configuration section in the zx6000 rx2600 Operation Maintenance Guide found at http www hp com go bizsupport ...

Страница 32: ...ts see the zx6000 rx2600 Operation Maintenance Guide at www hp com go bizsupport Software and Driver Availability You can download the latest drivers and firmware for your system You can also register to obtain information on new driver availability automatically Contact your dealer for an up to date list of supported devices or check the HP web site www hp com go bizsupport ...

Страница 33: ...el to the floor when you have your fingers on the keyboard or other input devices Chair Your chair should provide a comfortable sitting position including features such as a height and tilt adjustment feature curved seat edge a stable base for example five legs and castors adjustable back support a freely rotating swivel fully adjustable padded arm rests Monitor Place your monitor so that the top ...

Страница 34: ...ry it s important that you maintain a proper posture Head When viewing your monitor your head should not be tilted more than 15 degrees forward and do not turn your head toward either side Back While sitting at your work surface make sure your back is supported by the chair s backrest in an erect position or angled slightly backwards Arms Make sure your arms and elbows are relaxed and loose with y...

Страница 35: ...icial than longer less frequent breaks Data show that people who work for long periods of time without a break may be more prone to ergonomic injury Changing tasks frequently will help prevent muscle stiffness Examples alternating between keyboarding reading writing filing and moving around in your work environment helps you maintain a relaxed posture Occasionally stretch the muscles in your hands...

Страница 36: ...Setting Up and Using Your System Working in Comfort and Safety Chapter 1 36 ...

Страница 37: ...Chapter 2 37 2 Troubleshooting Your System This chapter provides you with essential information on basic troubleshooting for your HP zx6000 rx2600 system ...

Страница 38: ...r outlet and to the rear of the system There is a buzzing noise A beep code when the system starts up means that there is a configuration problem Many of the ebuzzer codes relate to the LED diagnostic codes See section Using the LEDs and e buzzer to Troubleshoot Your System Make sure How This is the pre boot diagnostics capability feature It detects problems with your system 1 Count the number of ...

Страница 39: ...upport You are using the latest firmware Download the latest firmware from HP s Web at www hp com go bizsupport The monitor doesn t work The system s power indicator light works but the monitor remains blank Make sure How The monitor is switched ON LED is on Refer to the monitor manual for an explanation of the LED signals The monitor s power cord is correctly connected Connect the power cord ensu...

Страница 40: ...er If you are using HP s enhanced mouse ensure that the correct driver is installed This driver is provided with all Linux preloaded systems Download the latest driver from HP s Web at www hp com go bizsupport You are using the latest BIOS Download the latest BIOS from HP s Web at www hp com go bizsupport The mouse is clean Clean the mouse ball as shown below The mouse itself is not defective Repl...

Страница 41: ...problem so that you can describe it accurately Think of anything you may have done recently before you first experienced the problem If possible have your system up and running and close by when you call HP Support We recommend you contact your HP dealer or contact HP Support outside of peak times mid morning and week day in the early evenings If You Lose the Key If you lose the key to the system ...

Страница 42: ...our System Solving Hardware Problems Chapter 2 42 Need More Help For more detailed help refer to the zx6000 rx2600 Operation and Maintenance Guide which is available on HP s support web site at www hp com go bizsupport ...

Страница 43: ...cs message will give you an indication of the Field Replaceable Unit FRU to replace For a complete description of the HP UX diagnostics tools go to this URL http docs hp com hpux diag For a complete description of the Linux diagnostic tools go to this URL http www hp com toptools Running Support Tools Manager HP UX only HP UX uses an online diagnostics product called the Support Tools Manager STM ...

Страница 44: ... at the CSTM prompt CSTM verify all Enter Messages similar to the following appear Verification has started on device CPU Verification has started on device FPU CSTM Verification of FPU has completed CSTM Verification of CPU has completed 4 Press Enter to return to the CSTM prompt after all test results are reported 5 To exit the Support Tools Manager enter the following CSTM exit Enter Running OD...

Страница 45: ...e configuration of Itanium systems It displays path identification and revision information of I O components configuration of memory controllers processors co processors cache and TLB as well as processor board component revisions and values of various Itanium system identifiers revisions and capabilities For further information on the various ODE commands and a complete listing of the command se...

Страница 46: ... installation process Double click the TopTools shortcut placed on the system Self paced training for TopTools is available on the TopTools web site at ftp ftp hp com pub toptools Training start html HP e DiagTools Hardware Diagnostics Your system came with a CD containing HP e DiagTools hardware diagnostic utilities These tools may be used to diagnose hardware related problems on your HP system N...

Страница 47: ...the Main Menu Running HP e Diagtools and Producing a Support Ticket To produce a complete record of your system s configuration and test results you will need to create a Support Ticket This is a simple text file that contains essential information and is designed to assist your local or HP Support Agent To produce a Support Ticket from the e DiagTools Main Menu 1 Select 2 Run e Diagtools to run t...

Страница 48: ...ou to take preventive action For example you may want to make a system backup or replace a system component before it quits functioning The other four LEDs are the Power System LAN and Locator LEDs This section explains how the system s LEDs can be used for troubleshooting system problems and how to locate the system you want to work on within a rack of systems Figure 2 1 Rack mounted System s LED...

Страница 49: ...m LEDs The Power and System LEDs indicate the state of the system Here is a table of these states System Information Card e buzzer Icon hold phone here Diagnostic LEDs LAN LED System LED Power Button Power ON Off LED Table 2 3 Power LED System LED State Off Off Off On green Solid green Running On green Off Booting On green Blinking orange 1 sec Attention On green Blinking red 2 sec Fault ...

Страница 50: ...e cable Once you get behind the rack of systems you need to locate the system that needs the cable replaced The locator LED makes this easier When the locator button is pressed in the locator LED begins to flash blue at a frequency of one blink per second both on the front of the system and the back thus making it easy to locate the system on which you need to work The locator LED can also be acti...

Страница 51: ...ion s internal speaker The pre boot diagnostics emits an audio sequence with two kinds of sounds The first is an unusual series of tones that indicate an anomaly has been detected This series of sounds also contains an electronic signal that can be sent through a telephone line to an authorized Help Desk or HP Support if necessary This signal cannot be interpreted by the human ear However it can b...

Страница 52: ...upply button for 3 seconds and release it once the sound begins Table 2 4 Description of Beep Codes Number of Beeps FRU to Replace Meaning 1 Processor Processor absent not correctly connected or ZIF socket not closed see the associated e buzzer codes in the section Diagnostic LEDs in this chapter 2 Power Supply Power supply is in protected mode replace the power supply 3 Memory No memory bad memor...

Страница 53: ...on and navigational aids help you to recover the pre loaded software There are two CD ROMs a HP UX Recovery CD ROM or HP Enablement Kit for Linux CD a Diagnostics CD ROM Complete instructions on how to perform an Operating System re install or full recovery are found in the booklets that accompany the CD ROM media For more information go to http hp com go bizsupport CAUTION Using the Recovery CD R...

Страница 54: ...an help you solve issues related to HP products and if necessary initiate appropriate service procedures In the U S A telephone support is available 24 hours a day 7 days a week Elsewhere it is available during normal office hours Here is the URL for HP Customer Care Center phone numbers http www hp com cpso support guide psd expectations html ...

Страница 55: ...Appendix A 55 A Regulatory Information ...

Страница 56: ...ion EN 61000 4 4 1995 2 kV Signal 4 kV Power Lines EN 61000 4 5 1995 1 kV Differential mode 2 kV Common mode EN 61000 4 8 1993 3 A m EN 61000 4 11 1994 U S A FCC Part 15 Class A Japan VCCI Class A Australia New Zealand AS NZS 2046 1997 AS NZS 3548 1995 China GB9254 1988 Region of Taiwan CNS 13438 1997 Class A Russia GOST R 29216 94 and is certified or verified by UL Listed to UL1950 3nd edition Fi...

Страница 57: ...ntial area is likely to cause harmful interference in which case the user will be required to correct the interference at his own expense Hewlett Packard s FCC Compliance Tests were conducted with HP supported peripheral devices and HP shielded cables such as those you receive with your system Changes or modifications not expressly approved by Hewlett Packard could void the user s authority to ope...

Страница 58: ...incorrect de la batterie Remplacer uniquement avec une batterie du même type ou ïun type equivalent recommandé par le constructer Mettre au rebut les batteries usagées conformément aux instructions du fabricant Notice for the Netherlands Bij dit apparaat zijn batterijen geleverd Wanneer deze leeg zijn moet U ze niet weggooien maar inleveren als KCA Notice for Germany Wenn die Batterie nicht korrek...

Страница 59: ...Information Appendix A 59 Noise Declaration for Germany Lärmangabe nach Maschinenlärmverordnung 3 GSGV Deutschland LpA 70 db am Arbeitsplatz normaler Betrieb nach EN27779 11 92 Notice for Japan Class A Notice for Korea Notice for Taiwan ...

Страница 60: ...Regulatory Information Regulatory Information Appendix A 60 ...

Страница 61: ...Appendix B 61 B Warranty Statements IMPORTANT This is your product warranty statement Read it carefully ...

Страница 62: ... can give you details Warranty Limitations If HP receives notice of above defined defects during the warranty period HP will either at its option repair or replace products which prove to be defective Should HP be unable to repair or replace the product within a reasonable amount of time the customer s alternate exclusive remedy shall be a refund of the purchase price upon return of the product to...

Страница 63: ...ER WARRANTY OR CONDITION WHETHER WRITTEN OR ORAL IS EXPRESSED OR IMPLIED WITH RESPECT TO THIS PRODUCT HP SPECIFICALLY DISCLAIMS ANY IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTIBILITY SATISFACTORY QUALITY AND FITNESS FOR A PARTICULAR PURPOSE SOME STATES PROVINCES OR COOUNTRIES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU T...

Страница 64: ...ereunder is determined by a court of competent jurisdiction to be defective and to have directly caused bodily injury death or property damage provided that in no event shall HP s liability for property damage exceed the greater of 50 000 or the purchase price of the specific product that caused such damage Some states provinces or countries do not allow the exclusion or limitation of incidental o...

Страница 65: ...ust state if the product is being used in an environment which poses a potential health hazard to repair personnel HP or the servicing dealer may require that the product be maintained by customer personnel under direct HP or dealer supervision Obtaining On site Warranty Service Support can be obtained from U S and Canada 1 800 593 6631 For Worldwide locations visit http www hp com cpso support gu...

Страница 66: ...ond Zone 6 greater than 300 miles Worldwide Customer Support Travel information is available from any HP Sales and Service Office Travel restrictions and response time for dealer or distributor service are defined by the participating dealer or distributor Service contracts which provide after hour or weekend coverage faster response time or service in an Excluded Travel Area are often available f...

Страница 67: ...n materials and workmanship when all files are properly installed and used on HP workstations HP does not warrant that the operation of software products will be uninterrupted or error free Customer remedies shall be at HP s option replacement of the media or refund of purchase price based upon return of the product Removable Media if supplied HP warrants the removable media if supplied upon which...

Страница 68: ...d or pre loaded operating system HP does NOT provide telephone support for workstations configured as network servers We recommend HP NetServers for your network server requirements Supplemental Warranty and Service Support Enhanced hardware warranty services such as after hour or weekend coverage faster response on site repair and service in a HP excluded travel area may be available from HP at a...

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