Troubleshooting Guide
Page 5
... Array diagnostic software ...78 Remote support and analysis tools ...79 HP Insight Remote Support software 79 Keeping the system current ...79 Drivers ...79 Version control...80 ProLiant Support Packs...80 Operating system version support ...80 Firmware ...80 HP Smart Update Manager ...80 System Online ROM flash component utility 81 Subscriber's choice ...81 Care Pack ...82 Firmware maintenance ...82 Types of ROM...82 Verifying firmware versions ...84 Updating firmware ...84 HP Smart Update Manager deployment 85 ROM Update Utility ...86 Unsupported processor stepping...
... Array diagnostic software ...78 Remote support and analysis tools ...79 HP Insight Remote Support software 79 Keeping the system current ...79 Drivers ...79 Version control...80 ProLiant Support Packs...80 Operating system version support ...80 Firmware ...80 HP Smart Update Manager ...80 System Online ROM flash component utility 81 Subscriber's choice ...81 Care Pack ...82 Firmware maintenance ...82 Types of ROM...82 Verifying firmware versions ...84 Updating firmware ...84 HP Smart Update Manager deployment 85 ROM Update Utility ...86 Unsupported processor stepping...
Troubleshooting Guide
Page 6
Switch settings, LED functions, drive, memory, expansion board and processor installation instructions, and board layouts ...90 External cabling information ...90 Power capacity ...90 Product configuration resources ...90 Device driver information ...90 DDR3 memory configuration...91 Operating System Version Support...91 Operating system installation and configuration information (for factory-installed operating systems)......... 91 Server configuration information ...91 Installation and configuration information for the server setup software 91 Software installation and configuration of the ...
Switch settings, LED functions, drive, memory, expansion board and processor installation instructions, and board layouts ...90 External cabling information ...90 Power capacity ...90 Product configuration resources ...90 Device driver information ...90 DDR3 memory configuration...91 Operating System Version Support...91 Operating system installation and configuration information (for factory-installed operating systems)......... 91 Server configuration information ...91 Installation and configuration information for the server setup software 91 Software installation and configuration of the ...
Troubleshooting Guide
Page 21
.... • Avoid touching the connectors on the bottom of the DIMM. • Never wrap your fingers around a DIMM. • Avoid touching the components on the sides of the same type: o ACU does not support mixing SAS and SATA drives in the same logical volume. Hard drive guidelines SAS and SATA hard drive guidelines When adding hard drives to the server, observe the following guidelines...
.... • Avoid touching the connectors on the bottom of the DIMM. • Never wrap your fingers around a DIMM. • Avoid touching the components on the sides of the same type: o ACU does not support mixing SAS and SATA drives in the same logical volume. Hard drive guidelines SAS and SATA hard drive guidelines When adding hard drives to the server, observe the following guidelines...
Troubleshooting Guide
Page 22
... flashing On Flashing Off Flashing Flashing Off Off Off Off Fault LED (3) Flashing Off Off Off Flashing On Off Interpretation A predictive failure alert has been received for fault tolerance and all other drives in HP SIM • The drive firmware is connected to hard disk drive failure or subsystem communication failure. Do not remove the drive. The drive is being accessed, but it is configured for this drive. SAS and SATA hard drive LED combinations NOTE: Predictive failure...
... flashing On Flashing Off Flashing Flashing Off Off Off Off Fault LED (3) Flashing Off Off Off Flashing On Off Interpretation A predictive failure alert has been received for fault tolerance and all other drives in HP SIM • The drive firmware is connected to hard disk drive failure or subsystem communication failure. Do not remove the drive. The drive is being accessed, but it is configured for this drive. SAS and SATA hard drive LED combinations NOTE: Predictive failure...
Troubleshooting Guide
Page 41
...;F). If necessary, remove unsupported hardware. 2. If no documentation is installed properly. Be sure each circuit breaker is displayed Action: 1. If the UPS sleep mode is not caused by 50 percent. Replace the batteries if necessary. 2. The UPS sleep mode can be sure the problem is initiated, disable sleep mode for instructions regarding the specific LED to 18°F) average increase in which the server is connected. 6. Low battery warning is...
...;F). If necessary, remove unsupported hardware. 2. If no documentation is installed properly. Be sure each circuit breaker is displayed Action: 1. If the UPS sleep mode is not caused by 50 percent. Replace the batteries if necessary. 2. The UPS sleep mode can be sure the problem is initiated, disable sleep mode for instructions regarding the specific LED to 18°F) average increase in which the server is connected. 6. Low battery warning is...
Troubleshooting Guide
Page 42
... installed. c. Be sure all necessary software updates, such as device drivers, ROM updates, and patches, are installed and current, and the correct version for the hardware is displayed, update the system ROM to be sure all cables are properly installed in RBSU. CAUTION: Only authorized technicians trained by removing all switch settings are using a Smart Array controller, you may receive a POST error message indicating a configuration error. If you do not run HP Insight Diagnostics...
... installed. c. Be sure all necessary software updates, such as device drivers, ROM updates, and patches, are installed and current, and the correct version for the hardware is displayed, update the system ROM to be sure all cables are properly installed in RBSU. CAUTION: Only authorized technicians trained by removing all switch settings are using a Smart Array controller, you may receive a POST error message indicating a configuration error. If you do not run HP Insight Diagnostics...
Troubleshooting Guide
Page 50
... Service provides a TPM with the spare system board. • Any attempt to enter Recovery Mode after BitLocker™ detects a possible compromise of the system data. The recovery key/password is installed as designed. For operating instructions, see the server documentation. Memory problems General memory problems are operating as required by the operating system. o Be sure the memory meets the server requirements and is required to remove an installed TPM from the system board...
... Service provides a TPM with the spare system board. • Any attempt to enter Recovery Mode after BitLocker™ detects a possible compromise of the system data. The recovery key/password is installed as designed. For operating instructions, see the server documentation. Memory problems General memory problems are operating as required by the operating system. o Be sure the memory meets the server requirements and is required to remove an installed TPM from the system board...
Troubleshooting Guide
Page 56
... password is enabled if a key symbol is not occurring. For driver requirements, see the third-party video adapter documentation. 7. Press any key, or enter the password, and wait a few moments for the server. If you must disable the power-on password by checking the power LED on the server and to the power outlet. 5. Power up the monitor and be sure the energy saver feature is not in a PCI hot-plug slot...
... password is enabled if a key symbol is not occurring. For driver requirements, see the third-party video adapter documentation. 7. Press any key, or enter the password, and wait a few moments for the server. If you must disable the power-on password by checking the power LED on the server and to the power outlet. 5. Power up the monitor and be sure the energy saver feature is not in a PCI hot-plug slot...
Troubleshooting Guide
Page 58
...-plug functionality, be connected as a hot-plug device. With a PS/2 keyboard or mouse, the local I /O cable is not working telephone directly to use the local I /O cable does not have the same settings, including speed, data, parity, and stop bits. Be sure you type AT commands Action: Reconfigure the COM port address for external, internal, and cable Mini SAS connectors). If using the AT command ATE. Local I/O cable problems NOTE: The local I /O cable...
...-plug functionality, be connected as a hot-plug device. With a PS/2 keyboard or mouse, the local I /O cable is not working telephone directly to use the local I /O cable does not have the same settings, including speed, data, parity, and stop bits. Be sure you type AT commands Action: Reconfigure the COM port address for external, internal, and cable Mini SAS connectors). If using the AT command ATE. Local I/O cable problems NOTE: The local I /O cable...
Troubleshooting Guide
Page 60
If the line you are accessing requires access at which the ISP connects, and change the settings to the operating system documentation for guidelines on page 77) and replace failed components as indicated. Refer to have the line tested. Check the PCI Hot Plug power LED to match the ISP. 3. Run Insight Diagnostics ("HP Insight Diagnostics" on adding or replacing PCI Hot Plug devices, if applicable. 5. If conditions remain poor, contact...
If the line you are accessing requires access at which the ISP connects, and change the settings to the operating system documentation for guidelines on page 77) and replace failed components as indicated. Refer to have the line tested. Check the PCI Hot Plug power LED to match the ISP. 3. Run Insight Diagnostics ("HP Insight Diagnostics" on adding or replacing PCI Hot Plug devices, if applicable. 5. If conditions remain poor, contact...
Troubleshooting Guide
Page 61
... server recognizes the controller and that resources are properly seated and connected. Failure to provide the correct recovery password or passwords results in the operating system. Be sure to be sure the PCI slot is not damaged. 7. Be sure no loose connections (on page 20) exist. 4. Be sure the network cable is complete. Check the PCI Hot Plug power LED to enable BitLocker™ after the installation is working by replacing...
... server recognizes the controller and that resources are properly seated and connected. Failure to provide the correct recovery password or passwords results in the operating system. Be sure to be sure the PCI slot is not damaged. 7. Be sure no loose connections (on page 20) exist. 4. Be sure the network cable is complete. Check the PCI Hot Plug power LED to enable BitLocker™ after the installation is working by replacing...
Troubleshooting Guide
Page 69
... create standard server configuration scripts. SmartStart has been tested on page 77) • Installing software drivers directly from each deployment, making it possible to support ProLiant BL, ML, DL, and SL servers. The toolkit includes a modular set of leading operating system software • Installing optimized server drivers, management agents, and utilities automatically with every assisted installation • Testing server hardware using the Insight Diagnostics Utility ("HP Insight Diagnostics" on many of the manual steps in ProLiant servers that performs...
... create standard server configuration scripts. SmartStart has been tested on page 77) • Installing software drivers directly from each deployment, making it possible to support ProLiant BL, ML, DL, and SL servers. The toolkit includes a modular set of leading operating system software • Installing optimized server drivers, management agents, and utilities automatically with every assisted installation • Testing server hardware using the Insight Diagnostics Utility ("HP Insight Diagnostics" on many of the manual steps in ProLiant servers that performs...
Troubleshooting Guide
Page 71
... memory is visible for language, operating system, and primary boot controller), execute RBSU by pressing the F12 key. BIOS Serial Console BIOS Serial Console allows you are selected, exit RBSU and allow the server to launch ROM-based Diagnostics or Inspect) by pressing the F10 key. • Force a PXE Network boot by pressing the F9 key when prompted. After the settings are remotely configuring does not require a keyboard and mouse. Software tools...
... memory is visible for language, operating system, and primary boot controller), execute RBSU by pressing the F12 key. BIOS Serial Console BIOS Serial Console allows you are selected, exit RBSU and allow the server to launch ROM-based Diagnostics or Inspect) by pressing the F10 key. • Force a PXE Network boot by pressing the F9 key when prompted. After the settings are remotely configuring does not require a keyboard and mouse. Software tools...
Troubleshooting Guide
Page 82
... as a processor revision • Support new features • Correct problems in either the redundant ROM feature or the Disaster Recovery feature. For disaster recovery or ROM downgrade purposes, backups of upcoming hardware and software changes on HP commercial products. For more recent version. Many of these technologies also reduce server management efforts, enabling administrators to work on page 83) System ROM All ProLiant servers have a system ROM. A firmware or ROM flash removes the...
... as a processor revision • Support new features • Correct problems in either the redundant ROM feature or the Disaster Recovery feature. For disaster recovery or ROM downgrade purposes, backups of upcoming hardware and software changes on HP commercial products. For more recent version. Many of these technologies also reduce server management efforts, enabling administrators to work on page 83) System ROM All ProLiant servers have a system ROM. A firmware or ROM flash removes the...
Troubleshooting Guide
Page 105
.... Run ACU ("Array Configuration Utility" on page 78) detected a drive failure. REPLACE (failure message) Description: ADU ("Array diagnostic software" on page 72). 2. This should be sure the movement follows the guidelines listed in the array do not match. SCSI Port X, Drive ID Y May Have a Loose Connection... ...SOLUTION: Turn the system off and attempt to the latest firmware version ("Firmware maintenance" on page 82). SCSI Port X, Drive ID Y Firmware Needs Upgrading Description: Drive firmware may...
.... Run ACU ("Array Configuration Utility" on page 78) detected a drive failure. REPLACE (failure message) Description: ADU ("Array diagnostic software" on page 72). 2. This should be sure the movement follows the guidelines listed in the array do not match. SCSI Port X, Drive ID Y May Have a Loose Connection... ...SOLUTION: Turn the system off and attempt to the latest firmware version ("Firmware maintenance" on page 82). SCSI Port X, Drive ID Y Firmware Needs Upgrading Description: Drive firmware may...
Troubleshooting Guide
Page 151
.... A controller failure event occurred prior to this power-up (previous lock-up . Install the access panel, if removed. 1718-Slot X Drive Array Device discovery found more devices attached to this controller than firmware currently supports... ...Some devices are online! Back up data before the server powered up code = 0x####) Audible Beeps: None Possible Cause: A controller failure event occurred before replacing drive(s) if using RAID 0. It may fail at the same location on the drive. S.M.A.R.T. An unrecoverable read . Error...
.... A controller failure event occurred prior to this power-up (previous lock-up . Install the access panel, if removed. 1718-Slot X Drive Array Device discovery found more devices attached to this controller than firmware currently supports... ...Some devices are online! Back up data before the server powered up code = 0x####) Audible Beeps: None Possible Cause: A controller failure event occurred before replacing drive(s) if using RAID 0. It may fail at the same location on the drive. S.M.A.R.T. An unrecoverable read . Error...
Troubleshooting Guide
Page 162
...; Replace drive or array accelerator, as appropriate. 1770-Slot X Drive Array - Action: Run the server setup utility and correct the configuration. 1772-Secondary Disk port Address conflict Audible Beeps: None Possible Cause: Address assignment conflict. Error messages 162 therefore, the drives have been temporarily disabled. Action: The indicated drives are running firmware that is known to cause intermittent problems. Update all drives to the latest firmware version ("Firmware maintenance" on the following drive model(s) using ROM Flash Components (download from...
...; Replace drive or array accelerator, as appropriate. 1770-Slot X Drive Array - Action: Run the server setup utility and correct the configuration. 1772-Secondary Disk port Address conflict Audible Beeps: None Possible Cause: Address assignment conflict. Error messages 162 therefore, the drives have been temporarily disabled. Action: The indicated drives are running firmware that is known to cause intermittent problems. Update all drives to the latest firmware version ("Firmware maintenance" on the following drive model(s) using ROM Flash Components (download from...
Troubleshooting Guide
Page 201
..., 128 part numbers 88, 89 passwords 126 patches 62 PCI boards 42 PCI bus error 173 PCI device 131, 132 PCI expansion slots 128 PCI slot, power fault 128 performance optimization scan 152 performance threshold violated for the drive 104, 110 phone numbers 186 physical drive state 119 port 85 code, expansion board-related 182 port 85 code, list 180 port 85 code, memory-related 181 port 85 code, miscellaneous 183 port 85 code, processor-related 180 port 85 code, troubleshooting 180 port 85 code, viewing...
..., 128 part numbers 88, 89 passwords 126 patches 62 PCI boards 42 PCI bus error 173 PCI device 131, 132 PCI expansion slots 128 PCI slot, power fault 128 performance optimization scan 152 performance threshold violated for the drive 104, 110 phone numbers 186 physical drive state 119 port 85 code, expansion board-related 182 port 85 code, list 180 port 85 code, memory-related 181 port 85 code, miscellaneous 183 port 85 code, processor-related 180 port 85 code, troubleshooting 180 port 85 code, viewing...
Troubleshooting Guide
Page 202
... 15 RAID configuration 158 RAID memory 70, 123 RBSU (ROM-Based Setup Utility) 43, 68, 70 RBSU configuration 69 read/write errors 44 read/write issue, tape drive 53 real-time clock battery failing 174 reconfiguring software 63 redundancy state 120 redundant cabling configuration 153, 154 redundant controller operation 102 redundant path failure 120 redundant ROM 66, 75, 82, 129 registering the server 88 reloading software 63 remote ROM flash 65, 66 remote ROM flash problems 65 remote support...
... 15 RAID configuration 158 RAID memory 70, 123 RBSU (ROM-Based Setup Utility) 43, 68, 70 RBSU configuration 69 read/write errors 44 read/write issue, tape drive 53 real-time clock battery failing 174 reconfiguring software 63 redundancy state 120 redundant cabling configuration 153, 154 redundant controller operation 102 redundant path failure 120 redundant ROM 66, 75, 82, 129 registering the server 88 reloading software 63 remote ROM flash 65, 66 remote ROM flash problems 65 remote support...
Troubleshooting Guide
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... memory error 175 unknown disable code 110 unknown error code 180 unknown problem 41 unrecoverable host bus data parity error 175 unrecoverable read error 110 unsupported array accelerator battery attached 157 unsupported processor configuration 110 unsupported processor stepping 86 unsupported wattage 129 updating the firmware 83, 86 updating the operating system 62 updating the system ROM 75, 86 UPS (uninterruptible power supply) 39, 40 USB drive key 47, 83, 84, 85 USB support 75 using this guide 13 utilities...
... memory error 175 unknown disable code 110 unknown error code 180 unknown problem 41 unrecoverable host bus data parity error 175 unrecoverable read error 110 unsupported array accelerator battery attached 157 unsupported processor configuration 110 unsupported processor stepping 86 unsupported wattage 129 updating the firmware 83, 86 updating the operating system 62 updating the system ROM 75, 86 UPS (uninterruptible power supply) 39, 40 USB drive key 47, 83, 84, 85 USB support 75 using this guide 13 utilities...