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ral diagnosis flowchart

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General diagnosis flowchart The General diagnosis flowchart provides a generic approach to troubleshooting. If you are unsure of the problem, or if the other flowcharts do not fix the problem, use the following flowchart. Diagnostic flowcharts 25

Section	Page
HP ProLiant Servers Troubleshooting Guide	1
Notice	2
Contents	3
Introduction	9
What's new	9
Revision history	9
375445-xx7 (November 2008)	9
375445-xx6 (September 2007)	10
375445-xx5 (June 2006)	10
375445-xx4 (May 2006)	11
375445-xx3 (September 2005)	11
Getting started	12
HP ProLiant 100 Series Server troubleshooting information	12
How to use this guide	12
Pre-diagnostic steps	13
Important safety information	13
Symbols on equipment	13
Warnings and cautions	14
Electrostatic discharge	15
Symptom information	16
Prepare the server for diagnosis	16
Common problem resolution	17
Loose connections	17
Service notifications	17
Firmware updates	17
DIMM handling guidelines	18
Hard drive guidelines	18
SAS and SATA hard drive guidelines	18
SCSI hard drive guidelines	18
Hard drive LED combinations	19
Hot-plug SCSI hard drive LED combinations	19
SAS and SATA hard drive LED combinations	19
Server updates with an HP Trusted Platform Module and BitLocker™ enabled	20
Diagnostic flowcharts	22
Troubleshooting flowcharts	22
Troubleshooting flowchart reference websites	22
Start diagnosis flowchart	24
General diagnosis flowchart	25
Power-on problems flowchart	26
Server power-on problems flowchart	26
pClass server blade power-on problems flowchart	28
c-Class server blade power-on problems flowchart	28
POST problems flowchart	29
Server and pClass server blade POST problems flowchart	30
c-Class server blade POST problems flowchart	31
Operating system boot problems flowchart	31
Server fault indications flowchart	32
Server and pClass server blade fault indications flowchart	34
c-Class server blade fault indications flowchart	35
Hardware problems	36
Procedures for all ProLiant servers	36
Power problems	36
Power source problems	36
Power supply problems	36
UPS problems	37
UPS is not working properly	37
Low battery warning is displayed	37
One or more LEDs on the UPS is red	37
General hardware problems	38
Problems with new hardware	38
Unknown problem	39
Third-party device problems	39
Testing the device	39
Internal system problems	40
CD-ROM and DVD drive problems	40
System does not boot from the drive	40
Data read from the drive is inconsistent, or drive cannot read data	40
Drive is not detected	41
Diskette drive problems	41
Diskette drive light stays on	41
A problem has occurred with a diskette transaction	41
Diskette drive cannot read a diskette	41
Drive is not found	41
Non-system disk message is displayed	41
Diskette drive cannot write to a diskette	41
Drive problems (hard drives and solid state drives)	42
HP SIM reports a drive fault on a parallel SCSI hard drive managed by an HP Smart Array controller	42
The fault LED is illuminated on a parallel SCSI hard drive managed by an HP Smart Array controller	42
System completes POST but drive fails	43
No hard drives are recognized	43
Hard drive is not recognized by the server	43
A new hard drive is not recognized	43
Data is inaccessible	44
Server response time is slower than usual	44
SD card problems	44
System does not boot from the drive	44
USB drive key problems	44
System does not boot from the drive	44
Fan problems	44
General fan problems are occurring	44
Hot-plug fan problems are occurring	45
All fans in an HP BladeSystem c-Class enclosure are operating at a high speed	45
All fans in an HP ProLiant G6 server are not spinning or are not spinning at the same speed	45
HP Trusted Platform Module problems	46
Memory problems	46
General memory problems are occurring	46
Server is out of memory	47
Memory count error exists	47
Server fails to recognize existing memory	47
Server fails to recognize new memory	47
Server fails to boot, all DIMM LEDs illuminate amber, ....	48
PPM problems	48
Processor problems	48
Tape drive problems	49
Stuck tape issue	49
Read/write issue	50
Backup issue	50
Media issue	50
Graphics and video adapter problems	51
General graphics and video adapter problems are occurring	51
System open circuits and short circuits	51
External device problems	52
Video problems	52
Screen is blank for more than 60 seconds after you power up	52
Monitor does not function properly with energy saver feature	52
Video colors are wrong	52
Slow-moving horizontal lines are displayed	53
Mouse and keyboard problems	53
Audio problems	53
Printer problems	53
Printer does not print	53
Printer output is garbled	53
Local I/O cable problems	54
Modem problems	54
No dial tone exists	54
No response occurs when you type AT commands	54
AT commands are not visible	54
Data is displayed as garbled characters after the connection is established	54
Modem does not answer an incoming call	55
Modem does not connect to another modem	55
Modem disconnects while online	55
AT command initialization string is not working	55
Connection errors are occurring	55
You are unable to connect to an online subscription service	56
You are unable to connect at 56 Kbps	56
Network controller problems	56
Network controller is installed but not working	56
Network controller has stopped working	56
Network controller stopped working when an expansion board was added	57
Problems are occurring with the network interconnect blades	57
Expansion board problems	57
System requests recovery method during expansion board repla	57
Software problems	58
Operating system problems and resolutions	58
Operating system problems	58
Operating system locks up	58
General protection fault occurs	58
Errors are displayed in the error log	59
Problems occur after the installation of a service pack	59
NetWare attempts to load MEGA4 XX.HAM or 120PCI.HAM during installation, and a RILOE II board is installed	59
During installation of Sun Solaris, the system locks up or a panic error occurs	59
Operating system issues with Intel® dual-core processors (Hyper-Threading enabled)	59
Operating system updates	59
Restoring to a backed-up version	60
When to Reconfigure or Reload Software	60
Linux operating systems	61
Application software problems	61
Software locks up	61
Errors occur after a software setting is changed	61
Errors occur after the system software is changed	61
Errors occur after an application is installed	61
Remote ROM flash problems	62
General remote ROM flash problems are occurring	62
Command-line syntax error	62
Access denied on target computer	62
Invalid or incorrect command-line parameters	62
Network connection fails on remote communication	62
Failure occurs during ROM flash	63
Target system is not supported	63
System requests recovery method during a firmware update	63
Software tools and solutions	64
Configuration tools	64
SmartStart software	64
SmartStart Scripting Toolkit	64
HP ROM-Based Setup Utility	65
Using RBSU	65
Auto-configuration process	65
Boot options	66
BIOS Serial Console	66
Configuring AMP modes	66
Array Configuration Utility	67
Diagnostics tasks	67
Option ROM Configuration for Arrays	68
HP ProLiant Essentials Rapid Deployment Pack	68
Re-entering the server serial number and product ID	68
Management tools	69
Automatic Server Recovery	69
ROMPaq utility	69
Remote Insight Lights-Out Edition II	69
Integrated Lights-Out technology	69
Erase Utility	70
StorageWorks library and tape tools	70
HP Systems Insight Manager	70
Management Agents	71
HP ProLiant Essentials Virtualization Management Software	71
HP ProLiant Essentials Vulnerability and Patch Management Pack	71
HP Insight Server Migration software for ProLiant	72
HP ProLiant Essentials Performance Management Pack	72
HP Insight Control Environment Suites	72
HP Insight Control Linux Edition	73
System Management homepage	73
Redundant ROM support	73
Safety and security benefits	73
USB support	74
Clustering software	74
Diagnostic tools	74
HP Insight Diagnostics	74
Smart Array SCSI Diagnosis feature	74
HP Insight Diagnostics survey functionality	75
Integrated Management Log	75
Array diagnostic software	76
Remote support and analysis tools	76
HP Insight Remote Support software	76
Keeping the system current	77
Drivers	77
ProLiant Support Packs	77
Version control	77
Operating system version support	77
HP Smart Update Manager	77
System Online ROM flash component utility	78
Subscriber's choice	78
Change control and proactive notification	78
Care Pack	78
Firmware maintenance	79
Types of ROM	79
System ROM	79
Option ROMs	80
Verifying firmware versions	80
Updating firmware	81
ROMPaq utility diskette or USB drive key	81
HP Smart Update Manager deployment	82
ROM Update Utility	83
Unsupported processor stepping with Intel® processors	83
Updating system ROM without removing the processor	84
Updating system ROM after removing the processor	84
Unsupported processor stepping with AMD processors	84
HP resources for troubleshooting	85
Online resources	85
HP Technical Support website	85
HP Guided Troubleshooting website	85
Server documentation	85
White papers	85
Service notifications	85
Subscriber's choice	85
Care Pack	86
Product information resources	86
Additional product information	86
Registering the server	86
Overview of server features and installation instructions	86
Key features, option part numbers	86
Server and option specifications, symbols, installation warnings, and notices	86
Teardown procedures, part numbers, specifications	86
Technical topics	87
Product installation resources	87
Switch settings, LED functions, drive, memory, expansion board and processor installation instructions, and board layouts	87
External cabling information	87
Power capacity	87
Product configuration resources	87
Device driver information	87
DDR3 memory configuration	87
Operating system version support	87
Operating system installation and configuration information (for factory-installed operating systems)	88
Server configuration information	88
Installation and configuration information for the server setup software	88
Software installation and configuration of the server	88
iLO information	88
Management of the server	88
Installation and configuration information for the server management system	88
Fault tolerance, security, care and maintenance, configuration and setup	88
Error messages	90
ADU error messages	90
Introduction to ADU error messages	90
Accelerator Board not Detected	90
Accelerator Error Log	90
Accelerator Parity Read Errors: X	90
Accelerator Parity Write Errors: X	90
Accelerator Status: Cache was Automatically Configured During Last Controller Reset	91
Accelerator Status: Data in the Cache was Lost...	91
Accelerator Status: Dirty Data Detected has Reached Limit...	91
Accelerator Status: Dirty Data Detected...	91
Accelerator Status: Excessive ECC Errors Detected in at Least One Cache Line...	91
Accelerator Status: Excessive ECC Errors Detected in Multiple Cache Lines...	91
Accelerator Status: Obsolete Data Detected	92
Accelerator Status: Obsolete Data was Discarded	92
Accelerator Status: Obsolete Data was Flushed (Written) to Drives	92
Accelerator Status: Permanently Disabled	92
Accelerator Status: Possible Data Loss in Cache	92
Accelerator Status: Temporarily Disabled	92
Accelerator Status: Unrecognized Status	92
Accelerator Status: Valid Data Found at Reset	92
Accelerator Status: Warranty Alert	93
Adapter/NVRAM ID Mismatch	93
Array Accelerator Battery Pack X not Fully Charged	93
Array Accelerator Battery Pack X Below Reference Voltage (Recharging)	93
Board in Use by Expand Operation	93
Board not Attached	93
Cache Has Been Disabled Because ADG Enabler Dongle is Broken Missing	93
Cache Has Been Disabled; Likely Caused By a Loose Pin on One of the RAM Chips	93
Configuration Signature is Zero	94
Configuration Signature Mismatch	94
Controller Communication Failure Occurred	94
Controller Detected. NVRAM Configuration not Present	94
Controller Firmware Needs Upgrading	94
Controller is Located in Special \	94
Controller Is Not Configured	94
Controller Reported POST Error. Error Code: X	95
Controller Restarted with a Signature of Zero	95
Disable Command Issued	95
Drive (Bay) X Firmware Needs Upgrading	95
Drive (Bay) X has Insufficient Capacity for its Configuration	95
Drive (Bay) X has Invalid M&P Stamp	95
Drive (Bay) X Has Loose Cable	95
Drive (Bay) X is a Replacement Drive	96
Drive (Bay) X is a Replacement Drive Marked OK	96
Drive (Bay) X is Failed	96
Drive (Bay) X is Undergoing Drive Recovery	96
Drive (Bay) X Upload Code Not Readable	96
Drive (Bay) X Was Inadvertently Replaced	96
Drive Monitoring Features Are Unobtainable	97
Drive Monitoring is NOT Enabled for SCSI Port X Drive ID Y	97
Drive Time-Out Occurred on Physical Drive Bay X	97
Drive X Indicates Position Y	97
Duplicate Write Memory Error	97
Error Occurred Reading RIS Copy from SCSI Port X Drive ID	97
FYI: Drive (Bay) X is Third-Party Supplied	97
Identify Logical Drive Data did not Match with NVRAM	98
Insufficient adapter resources	98
Inter-Controller Link Connection Could Not Be Established	98
Less Than 75% Batteries at Sufficient Voltage	98
Less Than 75% of Batteries at Sufficient Voltage Battery Pack X Below Reference Voltage	98
Logical Drive X Failed Due to Cache Error	98
Logical Drive X Status = Failed	98
Logical Drive X Status = Interim Recovery (Volume Functional, but not Fault Tolerant)	99
Logical Drive X Status = Loose Cable Detected...	99
Logical Drive X Status = Overheated	99
Logical Drive X Status = Overheating	99
Logical Drive X Status = Recovering (rebuilding data on a replaced drive)	100
Logical Drive X Status = Wrong Drive Replaced	100
Loose Cable Detected - Logical Drives May Be Marked FAILED Until Corrected	100
Mirror Data Miscompare	100
No Configuration for Array Accelerator Board	100
One or More Drives is Unable to Support Redundant Controller	101
Other Controller Indicates Different Hardware Model	101
Other Controller Indicates Different Firmware Version	101
Other Controller Indicates Different Cache Size	101
Processor Reduced Power Mode Enabled in RBSU	101
Processor Not Started (Processor Stalled)	101
Processor Not Started (Stepping Does Not Match)	101
Processor Not Started (Unsupported Processor Stepping)	101
Processor Not Supported (Unsupported Core Speed)	101
RIS Copies Between Drives Do Not Match	102
SCSI Port X Drive ID Y Failed - REPLACE (failure message)	102
SCSI Port X, Drive ID Y Firmware Needs Upgrading	102
SCSI Port X, Drive ID Y Has Exceeded the Following Threshold(s)	102
SCSI Port X, Drive ID Y is not Stamped for Monitoring	102
SCSI Port X, Drive ID Y May Have a Loose Connection...	102
SCSI Port X, Drive ID Y RIS Copies Within This Drive Do Not	103
SCSI Port X, Drive ID Y...S.M.A.R.T. Predictive Failure Errors Have Been Detected in the Factory Monitor and Performance Data...	103
SCSI Port X, Drive ID Y...S.M.A.R.T. Predictive Failure Errors Have Been Detected in the Power Monitor and Performace Data...	103
SCSI Port X, Drive ID Y Was Replaced On a Good Volume: (failure message)	103
Set Configuration Command Issued	103
Soft firmware upgrade required	104
Storage Enclosure on SCSI Bus X has a Cabling Error (Bus Disabled)...	104
Storage Enclosure on SCSI Bus X Indicated a Door Alert...	104
Storage Enclosure on SCSI Bus X Indicated a Power Supply Failure...	104
Storage Enclosure on SCSI Bus X Indicated an Overheated Condition...	104
Storage enclosure on SCSI Bus X is unsupported with its current firmware version...	104
Storage Enclosure on SCSI Bus X Indicated that the Fan Failed...	104
Storage Enclosure on SCSI Bus X Indicated that the Fan is Degraded...	105
Storage Enclosure on SCSI Bus X Indicated that the Fan Modul is Unplugged...	105
Storage Enclosure on SCSI Bus X - Wide SCSI Transfer Failed...	105
Swapped cables or configuration error detected. A configured array of drives...	105
Swapped Cables or Configuration Error Detected. A Drive Rearrangement...	105
Swapped Cables or Configuration Error Detected. An Unsupport Drive Arrangement Was Attempted...	106
Swapped cables or configuration error detected. The cables appear to be interchanged...	106
Swapped cables or configuration error detected. The configuration information on the attached drives...	106
Swapped Cables or Configuration Error Detected. The Maximum Logical Volume Count X...	106
System Board is Unable to Identify which Slots the Controllers are in	107
The Redundant Controllers Installed are not the Same Model..	107
This Controller Can See the Drives but the Other Controller Can't	107
This Controller Can't See the Drives but the Other Controlle	107
Unable to Communicate with Drive on SCSI Port X, Drive ID Y	108
Unable to Retrieve Identify Controller Data. Controller May be Disabled or Failed	108
Unknown Disable Code	108
Unrecoverable Read Error	108
Unsupported Processor Configuration (Processor Required in Slot #1)	108
Warning Bit Detected	108
WARNING - Drive Write Cache is Enabled on X	109
WARNING - Mixed Feature Processors Were Detected	109
WARNING - Resetting Corrupted CMOS	109
WARNING - Resetting Corrupted NVRAM	109
WARNING - Resetting Corrupted System Environment	109
WARNING - Restoring Default Configurations as Requested	109
WARNING: Storage Enclosure on SCSI Bus X Indicated it is Operation in Single Ended Mode...	109
Write Memory Error	110
Wrong Accelerator	110
ADU version 8.0 through 8.28 error messages	110
Array Accelerator: The batteries were hot-removed.	110
Array Accelerator: The cache is disabled because the batteries are low on the redundant controller.	110
Array Accelerator: The cache for this controller is temporarily disabled since a snapshot is in progress...	110
Array Accelerator: The cache is disabled because the batteries are low.	110
Array Accelerator: This controller has been set up to be a part of a redundant pair of controllers...	110
Array status: The array has failed.	111
Controller State: The HBA does not have an access ID...	111
Drive Offline due to Erase Operation: The logical drive is offline from having an erase in progress.	111
Drive Offline due to Erase Operation: The physical drive is	111
Drive Offline due to Erase Operation: The physical drive is offline and currently being erased.	111
Drive Offline due to Erase Operation: The physical drive is offline and the erase process has been failed...	111
Drive Offline due to Erase Operation: The physical drive is offline and the erase process has completed...	111
Drive Offline due to Erase Operation: The physical drive is offline from having an erase in progress.	111
Logical drive state: Background parity initialization is currently queued...	112
Logical drive state: The current array controller is performing capacity expansion,...	112
Logical drive state: This logical drive has a high physical drive count...	112
Logical drive state: The logical drive is disabled from a SCSI ID conflict.	112
Logical drive state: The logical drive is not configured.	112
Logical drive state: The logical drive is not yet available.	112
Logical drive state: The logical drive is offline from being ejected.	112
Logical drive state: The logical drive is queued for erase.	112
Logical drive state: The logical drive is queued for expansion.	112
Logical drive state: The logical drive is queued for rebuildings.	112
NVRAM Error: Board ID could not be read...	113
NVRAM Error: Bootstrap NVRAM image failed checksum test,...	113
NVRAM Error: Bootstrap NVRAM image failed checksum test...	113
Physical Drive State: The data on the physical drive is being rebuilt.	113
Physical Drive State: This drive is not supported for configuration...	113
Redundancy State: This controller has been setup to be part of controllers...	113
Redundancy State: This controller has been setup to be part of controllers...	113
Redundant Path Failure: Multi-domain path failure	113
Redundant Path Failure: The logical drive is degraded due to loss of a redundant path.	113
Redundant Path Failure: The physical drive is degraded due the loss of a redundant path.	114
Redundant Path Failure: Warning: Redundant I/0 modules of this storage box...	114
POST error messages and beep codes	114
Introduction to POST error messages	114
Non-numeric messages or beeps only	114
Advanced Memory Protection mode: Advanced ECC	114
Advanced Memory Protection mode: Advanced ECC with hot-add support	114
Advanced Memory Protection mode: Online spare with Advanced ECC	114
Advanced Memory Protection mode: Multi-board mirrored memory with Advanced ECC	115
Advanced Memory Protection mode: RAID memory with Advanced ECC	115
An Unexpected Shutdown occurred prior to this power-up	115
Critical Error Occurred Prior to this Power-Up	115
Fan Solution Not Fully Redundant	115
Fan Solution Not Sufficient	116
Fatal DMA Error	116
Fatal Express Port Error	116
Fatal Front Side Bus Error	116
Fatal Global Protocol Error	116
Fatal Hub Link Error	116
FATAL ROM ERROR: The System ROM is not Properly Programmed.	117
Fibre Channel Mezzanine/Balcony Not Supported.	117
High Temperature Condition detected by Processor X	117
Illegal Opcode - System Halted	117
iLO Generated NMI	117
Internal CPU Check - Processor	117
Invalid memory types were found on the same node. Please check DIMM compatibility. - Some DIMMS may not be used	118
Invalid Password - System Halted!	118
Invalid Password - System Restricted!	118
Memory found on unpopulated Node. — Processor is required to be installed for memory to be used.	118
Mismatched power supplies not supported	118
Mixed processor speeds detected. Please make sure that all processors are the same speed. -- System Halted!	118
Network Server Mode Active and No Keyboard Attached	119
NMI - Button Pressed!	119
NMI - Undetermined Source	119
Node Interleaving disabled - Invalid memory configuration	119
No Floppy Drive Present	119
No Keyboard Present	119
Parity Check 2 - System DIMM Memory	120
PCI Bus Parity Error, PCI Slot x	120
Power Fault Detected in Hot-Plug PCI Slot x	120
Power Supply Solution Not Fully Redundant	120
Processor X Unsupported Wattage.	120
Redundant ROM Detected - This system contains a valid backup system ROM.	120
REDUNDANT ROM ERROR: Backup ROM Invalid. - ...	120
REDUNDANT ROM ERROR: Bootblock Invalid. - ...	121
REDUNDANT ROM ERROR: Primary ROM invalid. Booting Backup ROM - ...	121
Temperature violation detected - system Shutting Down in x seconds	121
There must be a first DIMM in pair if second DIMM in pair is populated. Second DIMM in pair ignored.	121
This DIMM does not support thermal monitoring...	121
This system only supports 667 MHz Front Side Bus Speed Processors. One or more 800 MHz Front Side Bus Speed Processors have been initialized at 667 MHz. System Halted!	122
Unsupported DIMM(s) found in system. - DIMM(s) may not be used	122
Unsupported PCI Card Detected Remove PCI Card from Slot	122
Unsupported power supply detected in bay X	122
Unsupported Processor Detected System will ONLY boot ROMPAQ Utility. System Halted.	122
USB Tape-based One button Disaster Recovery (OBDR) drive detected.	122
WARNING: A Type 2 Header PCI Device Has Been Detected...	123
WARNING - iLO 2 not responding. System health monitoring has been disabled.	123
WARNING - Mixed Stepping Processors were detected. System cannot proceed.	123
WARNING: ProLiant Demand Based Power Management cannot be supported with the following processor configuration. The system will run in Full Performance mode.	124
100 Series	124
101-I/O ROM Error	124
101-ROM Error	124
101-Option ROM Checksum Error...	124
102-System Board Failure	124
102-System Board Failure, CMOS Test Failed.	125
102-System Board Failure, DMA Test Failed	125
102-System Board Failure, Timer Test Failed	125
104-ASR Timer Failure	125
162-System Options Not Set	126
163-Time & Date Not Set	126
172-1-Configuration Non-volatile Memory Invalid	126