Troubleshooting Guide
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HP assumes you are qualified in products with hazardous energy levels. This document is intended for HP ProLiant G7 and earlier servers. HP ProLiant Servers Troubleshooting Guide Abstract This document describes common procedures and solutions for the many levels of computer equipment and trained in recognizing hazards in the servicing of troubleshooting for the person who installs, administers, and troubleshoots servers or server blades. Part Number: 375445-403 October 2011 Edition: 12
HP assumes you are qualified in products with hazardous energy levels. This document is intended for HP ProLiant G7 and earlier servers. HP ProLiant Servers Troubleshooting Guide Abstract This document describes common procedures and solutions for the many levels of computer equipment and trained in recognizing hazards in the servicing of troubleshooting for the person who installs, administers, and troubleshoots servers or server blades. Part Number: 375445-403 October 2011 Edition: 12
Troubleshooting Guide
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... be liable for HP products and services are set forth in the United States and other countries. Intel and Pentium are U.S. Microsoft, Windows, and Windows Server are trademarks of Microsoft Corporation. © Copyright 2004, 2011 Hewlett-Packard Development Company, L.P. AMD is subject to change without notice. registered trademarks of Intel Corporation...
... be liable for HP products and services are set forth in the United States and other countries. Intel and Pentium are U.S. Microsoft, Windows, and Windows Server are trademarks of Microsoft Corporation. © Copyright 2004, 2011 Hewlett-Packard Development Company, L.P. AMD is subject to change without notice. registered trademarks of Intel Corporation...
Troubleshooting Guide
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...11 375445-xx5 (June 2006)...12 375445-xx4 (May 2006) ...12 375445-xx3 (September 2005)...12 Getting started...13 HP ProLiant 100 Series Server troubleshooting information 13 How to use this guide ...13 Pre-diagnostic steps ...14 Important safety information ...14 Symptom information ...17 Prepare ... diagnosis flowchart...26 Power-on problems flowchart...28 POST problems flowchart ...32 Operating system boot problems flowchart 34 Server fault indications flowchart ...36 Hardware problems ...39 Procedures for all ProLiant servers ...39 Power problems ...39 Power source problems ...39 Contents 3
...11 375445-xx5 (June 2006)...12 375445-xx4 (May 2006) ...12 375445-xx3 (September 2005)...12 Getting started...13 HP ProLiant 100 Series Server troubleshooting information 13 How to use this guide ...13 Pre-diagnostic steps ...14 Important safety information ...14 Symptom information ...17 Prepare ... diagnosis flowchart...26 Power-on problems flowchart...28 POST problems flowchart ...32 Operating system boot problems flowchart 34 Server fault indications flowchart ...36 Hardware problems ...39 Procedures for all ProLiant servers ...39 Power problems ...39 Power source problems ...39 Contents 3
Troubleshooting Guide
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...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 ... AMD processors 87 HP resources for troubleshooting 88 Online resources ...88 HP Technical Support website...88 HP Guided Troubleshooting website 88 Server documentation ...88 White papers ...88 Service notifications, advisories, and notices 88 Subscription services ...88 HP Care Pack Services...89 ...
...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 ... AMD processors 87 HP resources for troubleshooting 88 Online resources ...88 HP Technical Support website...88 HP Guided Troubleshooting website 88 Server documentation ...88 White papers ...88 Service notifications, advisories, and notices 88 Subscription services ...88 HP Care Pack Services...89 ...
Troubleshooting Guide
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... 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 server 91 iLO information ...91 Management of the server...91 Installation and configuration information for the server management system 92 Fault tolerance, security, care and maintenance...
... 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 server 91 iLO information ...91 Management of the server...91 Installation and configuration information for the server management system 92 Fault tolerance, security, care and maintenance...
Troubleshooting Guide
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Uncorrectable Memory Error (Slot X, Memory Module Y 176 HP BladeSystem p-Class infrastructure error codes 176 Server blade management module error codes 177 Power management module error codes 180 Port 85 codes and iLO messages ...181 Troubleshooting the ...ID: 4169 ...185 Message ID: 4190 ...185 Contacting HP ...187 Contacting HP technical support or an authorized reseller 187 Customer self repair ...187 Server information you need...187 Operating system information you need ...188 Microsoft® operating systems...188 Linux operating systems ...189 Novell NetWare operating systems 190 ...
Uncorrectable Memory Error (Slot X, Memory Module Y 176 HP BladeSystem p-Class infrastructure error codes 176 Server blade management module error codes 177 Power management module error codes 180 Port 85 codes and iLO messages ...181 Troubleshooting the ...ID: 4169 ...185 Message ID: 4190 ...185 Contacting HP ...187 Contacting HP technical support or an authorized reseller 187 Customer self repair ...187 Server information you need...187 Operating system information you need ...188 Microsoft® operating systems...188 Linux operating systems ...189 Novell NetWare operating systems 190 ...
Troubleshooting Guide
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...(on page 189) • Updated Oracle Solaris operating systems (on page 123): - Introduction What's new The twelfth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-403, includes the following additions and updates: • Updated Power source problems (on page 39) •...) • Updated Array Configuration Utility (on page 72) • Updated Option ROM Configuration for Arrays (on page 73) • Updated Automatic Server Recovery (on page 74) • Updated the following section in HP Smart Update Manager deployment (on page 85): o Online deployment (on page...
...(on page 189) • Updated Oracle Solaris operating systems (on page 123): - Introduction What's new The twelfth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-403, includes the following additions and updates: • Updated Power source problems (on page 39) •...) • Updated Array Configuration Utility (on page 72) • Updated Option ROM Configuration for Arrays (on page 73) • Updated Automatic Server Recovery (on page 74) • Updated the following section in HP Smart Update Manager deployment (on page 85): o Online deployment (on page...
Troubleshooting Guide
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... Update Manager deployment (on page 85) o ROM Update Utility (on page 86) 375445-401 (January 2011) The tenth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-401, included the following additions and updates: • Added a new section to Getting started (on page 13):... processor error codes (on page 185) o Insight Diagnostics processor error codes 375445-xx9 (June 2010) The ninth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx9, included the following additions and updates: • Added new section to Getting started (on page 13): ...
... Update Manager deployment (on page 85) o ROM Update Utility (on page 86) 375445-401 (January 2011) The tenth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-401, included the following additions and updates: • Added a new section to Getting started (on page 13):... processor error codes (on page 185) o Insight Diagnostics processor error codes 375445-xx9 (June 2010) The ninth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx9, included the following additions and updates: • Added new section to Getting started (on page 13): ...
Troubleshooting Guide
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...; Added new steps to Power problems (on page 39). • Added a new section to Fan problems (on page 49): All fans in an HP ProLiant G6 server are not spinning or are not spinning at the same speed (on page 50) • Added a new section to Memory problems (on page 50...(on page 53). • Added new sections to Software tools and solutions (on page 69) : o Diagnostics tasks (on page 72) o HP Insight Server Migration software for ProLiant o Array diagnostic software (on page 78) o HP Insight Remote Support software (on page 79) • Added new content to HP Resources for Troubleshooting (...
...; Added new steps to Power problems (on page 39). • Added a new section to Fan problems (on page 49): All fans in an HP ProLiant G6 server are not spinning or are not spinning at the same speed (on page 50) • Added a new section to Memory problems (on page 50...(on page 53). • Added new sections to Software tools and solutions (on page 69) : o Diagnostics tasks (on page 72) o HP Insight Server Migration software for ProLiant o Array diagnostic software (on page 78) o HP Insight Remote Support software (on page 79) • Added new content to HP Resources for Troubleshooting (...
Troubleshooting Guide
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...page 123) 375445-xx7 (November 2008) The seventh edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx7, included the following additions and updates: • Added new information about Server updates with an HP Trusted Platform Module and BitLocker™ enabled (on ...and added new POST error messages and beep codes (on page 123) 375445-xx6 (September 2007) The sixth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx6, included the following additions and updates: • Added new information about preventing electrostatic discharge (on ...
...page 123) 375445-xx7 (November 2008) The seventh edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx7, included the following additions and updates: • Added new information about Server updates with an HP Trusted Platform Module and BitLocker™ enabled (on ...and added new POST error messages and beep codes (on page 123) 375445-xx6 (September 2007) The sixth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx6, included the following additions and updates: • Added new information about preventing electrostatic discharge (on ...
Troubleshooting Guide
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... Event Log processor error codes (on page 185) o Insight Diagnostics processor error codes 375445-xx4 (May 2006) The fourth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx4, included the following additions: • Hot-plug SAS and SATA hard drive LED combinations (on page 22) ... page 93) and POST error messages and beep codes (on page 123) 375445-xx3 (September 2005) The third edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx3, included the following changes: • Updated SCSI hard drive guidelines • Added hot-plug SCSI ...
... Event Log processor error codes (on page 185) o Insight Diagnostics processor error codes 375445-xx4 (May 2006) The fourth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx4, included the following additions: • Hot-plug SAS and SATA hard drive LED combinations (on page 22) ... page 93) and POST error messages and beep codes (on page 123) 375445-xx3 (September 2005) The third edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx3, included the following changes: • Updated SCSI hard drive guidelines • Added hot-plug SCSI ...
Troubleshooting Guide
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...a known, specific software problem, use the following descriptions: • Common problem resolution (on page 88) Getting started HP ProLiant 100 Series Server troubleshooting information Use this section to identify a solution to begin troubleshooting. How to use this section to the problem. •...; HP resources for troubleshooting (on page 20) Many server problems are caused by loose connections, outdated firmware, and other than the HP ProLiant ML110 G7 Server and HP ProLiant DL120 G7 Server, see the respective server user guides. The section contains a series of this guide...
...a known, specific software problem, use the following descriptions: • Common problem resolution (on page 88) Getting started HP ProLiant 100 Series Server troubleshooting information Use this section to identify a solution to begin troubleshooting. How to use this section to the problem. •...; HP resources for troubleshooting (on page 20) Many server problems are caused by loose connections, outdated firmware, and other than the HP ProLiant ML110 G7 Server and HP ProLiant DL120 G7 Server, see the respective server user guides. The section contains a series of this guide...
Troubleshooting Guide
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...on page 17). 4. Gather symptom information (on page 14). 2. Important safety information Familiarize yourself with the server. Getting started 14 Important safety information Before servicing this enclosure. Refer all maintenance, upgrades, and servicing to ... To avoid potential problems, ALWAYS read the Important Safety Information document provided with the safety information in the server documentation before troubleshooting the server. This symbol indicates the presence of potentially hazardous conditions. Review the important safety information (on page 17)....
...on page 17). 4. Gather symptom information (on page 14). 2. Important safety information Familiarize yourself with the server. Getting started 14 Important safety information Before servicing this enclosure. Refer all maintenance, upgrades, and servicing to ... To avoid potential problems, ALWAYS read the Important Safety Information document provided with the safety information in the server documentation before troubleshooting the server. This symbol indicates the presence of potentially hazardous conditions. Review the important safety information (on page 17)....
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Do not open this surface is contacted, the potential for injury exists. WARNING: To reduce the risk of injury from the server. Warnings and cautions WARNING: Only authorized technicians trained by HP should attempt to make repairs at the component level or to make modifications to allow ...
Do not open this surface is contacted, the potential for injury exists. WARNING: To reduce the risk of injury from the server. Warnings and cautions WARNING: Only authorized technicians trained by HP should attempt to make repairs at the component level or to make modifications to allow ...
Troubleshooting Guide
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... proper operation, plug the AC power cord into a properly grounded AC outlet only. CAUTION: The server is unstable when not fastened to the rails. • When mounting the server in a rack, remove the power supplies and any of the suggested equipment for grounding. weight in... and guidelines for manual handling. • Obtain adequate assistance to lift and stabilize the chassis during installation or removal. • The server is designed to be electrically grounded (earthed). Wrist straps are used for proper grounding, have any other static-sensitive devices. This type...
... proper operation, plug the AC power cord into a properly grounded AC outlet only. CAUTION: The server is unstable when not fastened to the rails. • When mounting the server in a rack, remove the power supplies and any of the suggested equipment for grounding. weight in... and guidelines for manual handling. • Obtain adequate assistance to lift and stabilize the chassis during installation or removal. • The server is designed to be electrically grounded (earthed). Wrist straps are used for proper grounding, have any other static-sensitive devices. This type...
Troubleshooting Guide
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...configurations. • Refer to your hardware and software records for information. • Refer to print error messages. 6. c. To verify the server configuration, connect to the SmartStart CD for diagnosis 1. The VCA gives you a list of names and versions of SmartStart from the HP ...or remove hardware or software? Download the current version of all installed HP drivers, Management Agents, and utilities, and whether they are up the server). o HP recommends you will be useful: • Run HP Insight Diagnostics (on page 88). 2. If possible, always perform an orderly ...
...configurations. • Refer to your hardware and software records for information. • Refer to print error messages. 6. c. To verify the server configuration, connect to the SmartStart CD for diagnosis 1. The VCA gives you a list of names and versions of SmartStart from the HP ...or remove hardware or software? Download the current version of all installed HP drivers, Management Agents, and utilities, and whether they are up the server). o HP recommends you will be useful: • Run HP Insight Diagnostics (on page 88). 2. If possible, always perform an orderly ...
Troubleshooting Guide
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...the following components, if installed: • All additional DIMMs Leave only the minimum required to boot the server and successfully pass POST. Breaking the server down to the minimum hardware configuration During the troubleshooting process, you may be sure to determine the minimum ...service guide on the system board. Performing processor procedures in the troubleshooting process Because this document supports multiple generations of HP ProLiant server models, it also covers processes that you do not damage the processor or processor socket on the HP website (http://...
...the following components, if installed: • All additional DIMMs Leave only the minimum required to boot the server and successfully pass POST. Breaking the server down to the minimum hardware configuration During the troubleshooting process, you may be sure to determine the minimum ...service guide on the system board. Performing processor procedures in the troubleshooting process Because this document supports multiple generations of HP ProLiant server models, it also covers processes that you do not damage the processor or processor socket on the HP website (http://...
Troubleshooting Guide
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...Subscriber's Choice (on page 82)." For more information, see "Firmware maintenance (on page 81)." Select the appropriate server model, and then click the Troubleshoot a Problem link on : o The HP ProLiant Firmware Maintenance CD or DVD o The HP Smart Update Firmware DVD o The HP website (http://www.hp.com.../support) • The most recent version of a particular server or option firmware from the HP website (http://www.hp.com...
...Subscriber's Choice (on page 82)." For more information, see "Firmware maintenance (on page 81)." Select the appropriate server model, and then click the Troubleshoot a Problem link on : o The HP ProLiant Firmware Maintenance CD or DVD o The HP Smart Update Firmware DVD o The HP website (http://www.hp.com.../support) • The most recent version of a particular server or option firmware from the HP website (http://www.hp.com...
Troubleshooting Guide
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....jsp?lang=en&cc=us&objectID=c008 68283&jumpid=reg_R1002_USEN). Hard drive guidelines SAS and SATA hard drive guidelines When adding hard drives to the server, observe the following general guidelines: • The system automatically sets all SCSI IDs. • If only one hard drive is used , install it in the...
....jsp?lang=en&cc=us&objectID=c008 68283&jumpid=reg_R1002_USEN). Hard drive guidelines SAS and SATA hard drive guidelines When adding hard drives to the server, observe the following general guidelines: • The system automatically sets all SCSI IDs. • If only one hard drive is used , install it in the...
Troubleshooting Guide
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... array are grouped together into the same drive array. SAS and SATA hard drive LED combinations NOTE: Predictive failure alerts can occur only when the server is configured as an online spare If the drive is not being accessed or being updated The drive has been placed offline due to replace...
... array are grouped together into the same drive array. SAS and SATA hard drive LED combinations NOTE: Predictive failure alerts can occur only when the server is configured as an online spare If the drive is not being accessed or being updated The drive has been placed offline due to replace...