HP ProLiant BL660c HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho
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- HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 1
Guide Abstract This document describes common procedures and solutions for the many levels of troubleshooting HP ProLiant Gen8 servers. This document is intended for the person who installs, administers, and troubleshoots servers or server blades. HP assumes you are qualified to service - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 2
to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 3
processor procedures in the troubleshooting process 13 Breaking the server down to the minimum hardware configuration 14 Common problem resolution ...15 Loose connections ...15 Service notifications ...15 Firmware updates...15 Server updates with an HP Trusted Platform Module and BitLocker - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 4
is installed 57 ROM problems ...58 Remote ROM flash problems ...58 Boot problems ...59 Software tools and solutions ...61 Server mode ...61 Server QuickSpecs ...61 HP iLO Management Engine ...61 HP iLO ...61 Intelligent Provisioning...63 HP Insight Remote Support software 65 Scripting Toolkit - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 5
Technical Support website ...73 HP Guided Troubleshooting website 73 Troubleshooting resources for previous HP ProLiant server models 73 Server blade enclosure troubleshooting resources 73 Error message resources ...73 Server documentation ...74 Product QuickSpecs ...74 White papers...74 Service - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 6
78 Fault tolerance, security, care and maintenance, configuration and setup 78 Contacting HP ...79 Contacting HP technical support or an authorized reseller 79 Customer self repair...79 Server information you need ...79 Operating system information you need ...80 Microsoft operating systems - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 7
HP ProLiant Gen8 Servers, see the HP ProLiant Servers Troubleshooting Guide. For more information, see "Troubleshooting resources for previous HP ProLiant Server models (on page 73)." NOTE: For common troubleshooting procedures, the term "server" is used to mean servers and server blades. This guide - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 8
of the HP ProLiant Gen8 Troubleshooting Guide, Volume I: Troubleshooting, part number 669443-001, included troubleshooting procedures for HP ProLiant Gen8 ML, DL, BL, and SL servers. This new document included content and new flowcharts specific to HP ProLiant Gen8 servers and server blades as well - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 9
guide provides information for multiple servers. Some information may not apply to the server you are troubleshooting. Refer to the server documentation for information on procedures, hardware options, software tools, and operating systems supported by the server user or field serviceable parts. Do - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 10
local occupational health and safety requirements and guidelines for manual material handling. These symbols, on power supplies or systems technicians trained by HP should attempt to repair this equipment. All troubleshooting and repair procedures are server. Troubleshooting preparation 10 - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 11
for manual handling. • Obtain adequate assistance to lift and stabilize the chassis during installation or removal. • The server is dissipating floor mats. • Use conductive field service tools. • Use a portable field service kit with a folding static-dissipating work Troubleshooting preparation 11 - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 12
or to compare it to previous configurations. • Observe the server LEDs and their statuses. For more information, see the server user guide on the HP website (http://www.hp.com/support). Prepare the server for diagnosis 1. Be sure the server is in the proper operating environment with adequate power - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 13
strap, and software utilities, necessary to troubleshoot the problem. o You must have the appropriate support software installed on the server. To verify the server configuration, connect to the System Management Homepage (http://h18013.www1.hp.com/products/servers/management/agents/index.html ) and - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 14
server user guide or maintenance and service guide on the HP website (http://www.hp.com/support/manuals server-either one DIMM or a pair of DIMMs. For more information, see the memory guidelines in the server user guide "Performing processor procedures in the troubleshooting process (on page 13)." - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 15
the firmware by downloading SPP ("HP Service Pack for ProLiant" on page 65) on the HP website (http://www.hp.com/go/spp). • HP Technical Support website: The most recent version of a particular server or option firmware from the HP website (http://www.hp.com/support). To locate the drivers for - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 16
services (on page 74)." For more information on updating firmware, see "Keeping the system current (on page 71)." If updating a server with a TPM installed, see "Server updates with an HP Some servers require the use of a DIMM tool to open the slots. For more information, see the server user guide. • - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 17
server or the server user guide on the HP website (http://www.hp.com/support). Component LED definitions Many common problems can be identified by reviewing the component and server LEDs. For more information, see the server and component documentation on the HP website (http://www.hp.com/support - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 18
HP ProLiant Gen8 server blades have a health status LED bar with the following status definitions: • Solid Green = Normal • Flashing Green = Power On/Standby Button service is being initialized. • Flashing Amber = Degraded condition • Flashing Red = Critical condition Common problem resolution - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 19
CD or on the HP website (http://www.hp.com/go/ilo/docs). • Onboard Administrator (for HP ProLiant server blades only) HP Onboard Administrator and HP Onboard Administrator Command Line Interface assist Administrators in remotely troubleshooting server blades in the HP BladeSystem environment. Using - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 20
Manager Command Line Interface User Guide. The Virtual Connect documentation is available on the Installing tab of the HP BladeSystem Technical Resources website (http://www.hp.com/go/bladesystem/documentation). Using HP iLO for remote troubleshooting of servers and server blades 1. Log in to the - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 21
, see the HP BladeSystem c-Class Enclosure Troubleshooting Guide on the HP website (http://www.hp.com/support/BladeSystem_Enclosure_TSG_en). 2. To verify the status and diagnostics for the blade, access Device bays > Host > Status tab. 3. Review the IML tab for possible server hardware events that - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 22
blade is not displayed in the Insight Display on the enclosure or within the OA GUI, then troubleshoot the issue further using the procedures in the HP BladeSystem c-Class Enclosure Troubleshooting Guide on the HP website (http://www.hp.com/support ENCLOSURE STATUS o SHOW SERVER STATUS ALL o SHOW - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 23
websites in each flowchart: 1. HP Technical Support (http://www.hp.com/support) Select your country and then follow the instructions to locate software, firmware, and drivers. 2. HP ProLiant maintenance and service guides: o HP Support Center (http://www.hp.com/go/hpsc) Diagnostic flowcharts - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 24
locate the HP iLO 4 User Guide, select the product, and then select Support & Documents. Select Manuals and locate the link to the document. 4. System Management Homepage (https://localhost:2381) Access consolidated system management information. 5. HP ProLiant Gen8 Troubleshooting Guide, Volume II - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 25
Start diagnosis flowchart Use the following flowchart to start the diagnostic process. Remote diagnosis flowchart Diagnostic flowcharts 25 - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 26
The Remote diagnosis flowchart provides a generic approach to troubleshooting a server from a remote location. General diagnosis flowchart Diagnostic flowcharts 26 - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 27
troubleshooting. If you are unsure of the problem, or if the other flowcharts do not fix the problem, use the following flowchart. Power-on problems flowchart Server power-on problems flowchart For the location of server LEDs and information on their statuses, see the server documentation on the HP - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 28
power cord • Power source problem • Improperly seated component or interlock problem Server blade power-on problems flowchart For the location of server LEDs and information on their statuses, see the server documentation on the HP website (http://www.hp.com/support). System power and health LED - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 29
flashing red or flashing amber. Possible causes: • The server blade is not properly installed in the enclosure. • The server blade is not configured to automatically power on in HP iLO. • The power being supplied is not sufficient for the server blades installed in the enclosure. • The power cap is - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 30
POST NOTE: The server has completed POST when the system attempts to access the boot device. • Server completes POST with errors Possible problems: • Improperly seated or faulty internal component • Faulty KVM device • Faulty video device Server POST problems flowchart Diagnostic flowcharts 30 - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 31
Server blade POST problems flowchart Operating system boot problems flowchart Several packaging changes have taken place with HP ProLiant Gen8 servers: SmartStart CDs and the Smart Update Firmware DVD will no longer ship with these new servers. Instead, the deployment capability is embedded in the - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 32
system health LED or component health LED is red or amber NOTE: For the location of server LEDs and information on their statuses, refer to the server documentation. Possible causes: • Improperly seated or faulty internal or external component • Unsupported component installed • Redundancy failure - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 33
internal health LED and external health LED may either appear solid or they may flash. Both conditions represent the same symptom. For the location of server LEDs and information on their statuses, see the server documentation on the HP website (http://www.hp.com/support). Diagnostic flowcharts 33 - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 34
Server blade fault indications flowchart Diagnostic flowcharts 34 - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 35
Hardware problems Procedures for all ProLiant servers The procedures in this section are comprehensive and include steps about or references to hardware features that may not be supported by the server you are troubleshooting. CAUTION: Before removing or replacing any processors, be sure to follow - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 36
: o AC power unavailable o Power supply failed o Power supply in standby mode o Power supply exceeded current limit For more information, see the server documentation on the HP website (http://www.hp.com/support) and see the Power-on problems flowchart (on page 27). 3. Be sure the system has enough - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 37
for instructions regarding the specific LED to determine the cause of the error. General hardware problems Problems with new hardware Action: 1. Be sure the hardware being installed is a supported option on the server. For information on supported hardware, see the server documentation on the HP - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 38
. a. Check the settings in RBSU. b. Save and exit the utility. c. Restart the server. For more information on RBSU, see the HP ROM-Based Setup Utility User Guide on the Documentation CD or the HP website (http://www.hp.com/support/rbsu). 10. Be sure all switch settings are set correctly. For more - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 39
that the processor, power supply, and memory are working before getting to this point server documentation. Third-party device problems Action: 1. Refer to the server and operating system documentation to be sure the server and operating system support the device. 2. Be sure the latest device drivers - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 40
problems System does not boot from the drive Action: 1. Be sure the drive boot order in RBSU is set so that the server the server to server documentation to be sure both support booting from a USB CD-ROM drive. o Be sure legacy support that only supports CDs. Drive driver is installed. Drive problems - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 41
same drive type, such as SAS, SATA, or SSD. 10. Power cycle the server. If the drive shows up, check to see if the drive firmware needs to be updated. Drives are not recognized Action: 1. Be sure no power problems (on page 35) exist. 2. Be sure no loose connections (on page 15) exist - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 42
Smart Array B120i RAID controller and the AHCI do not support SAS hard drives. 17. If the HP Dynamic Smart Array B320i RAID controller or the HP Dynamic Smart Array B120i RAID controller is installed on the server, be sure that RAID mode is enabled in RBSU. Data is inaccessible Action: 1. Be sure - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 43
Array B320i RAID controller drives Action: Manually install the HP Dynamic Smart Array B120i RAID controller or the HP Dynamic Smart Array B320i RAID controller drivers. For more information, see the controller documentation. Data failure or disk errors on a server with a 10 SFF drive backplane or - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 44
blanks installed. For requirements, see the server documentation. 8. Verify the fan airflow path is not blocked by cables or other material. 9. For HP BladeSystem c-Class enclosure fan problems, review the fan section of OA SHOW ALL and the FAN FRU low level firmware. For more information, see the - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 45
an outdated ROMBIOS or HP iLO firmware or a server repeatedly going through POST or reboot. For more information, review the HP BladeSystem c-Class Enclosure Troubleshooting Guide on the HP website (http://www.hp.com/go/bladesystem/documentation). HP Trusted Platform Module problems Action: If the - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 46
type for the server and is installed according to the server requirements. See the server documentation or HP website (http://www.hp.com). 2. Be sure you have not exceeded the memory limits of the server or operating system. See the server documentation. 3. Be sure the server supports the number of - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 47
, while other processors and heatsinks are integrated and cannot be reused once separated. For specific instructions for the server you are troubleshooting, refer to processor information in the server user guide. CAUTION: Before removing or replacing any processors, be sure to follow the guidelines - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 48
not apply to all tape drives. For detailed tape drive guided troubleshooting information, see the HP website (http://www.hp.com/support/gts). To download HP StorageWorks Library and Tape Tools, see the HP website (http://www.hp.com/support/tapetools). For more information about common tasks, see the - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 49
Manually services. 5. Check the SCSI/HBA/Driver configuration of the drive. 6. Inspect media and cables, and discard any that are faulty or damaged. 7. Contact HP support ("Contacting HP technical support 2. Pull a support ticket using HP StorageWorks Library and Tape Tools. Hardware problems 49 - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 50
option or see the vendor website. For more information about server power capabilities, see the server documentation on the HP website (http://www.hp.com/support). • Be sure the adapter is seated properly. External device problems Video problems Screen is blank for more than 60 seconds after you - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 51
LED on the slot, if applicable. See the server documentation. 10. Be sure the server and the OS support the video expansion board. Monitor does not function monitor away from other monitors or power transformers. Mouse and keyboard problems Action: 1. Be sure no loose connections (on page 15) exist - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 52
cable connection from the input device to the server. 2. If a KVM switching device is in use, be sure all cables and connectors are the proper length and are supported by the switch. Refer to the switch documentation. 3. Be sure the current drivers for the operating system are installed. 4. Be sure - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 53
with the network interconnect blades Action: Be sure the network interconnect blades are properly seated and connected. Controller problems HP Dynamic Smart Array B320i or HP Dynamic Smart array B120i drives are not found when RAID mode is disabled Description: When an HP Dynamic Smart Array B120i - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 54
with data accessed from RAID mode. Action: HP recommends that you access drive data only when the same RAID or non-RAID mode is enabled. Back up and restore the data on the drives. The Smart Array controller does not show logical drives after moving drives to a new server or JBOD Action: A drive - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 55
problem diagnosis. IMPORTANT: This guide provides information for multiple servers. Some information may not apply to the server you are troubleshooting. Refer to the server documentation for information on procedures, hardware options, software tools, and operating systems supported by the server - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 56
backup. 2. Apply the operating system update, using the instructions provided. 3. Install the current drivers. If you apply the update and have problems, locate files to correct the problems on the HP website (http://www.hp.com/support). Restoring to a backed-up version If you recently upgraded - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 57
For troubleshooting information specific to Linux operating systems, see the Linux for ProLiant website (http://h18000.www1.hp.com/products/servers/linux). To assist in possible LINUX installation issues on HP ProLiant servers, capture the cfg2html report before contacting HP technical support - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 58
describing the problem, and remote registry service is running server is supported, see the HP website (http://www.hp.com/support). System requests recovery method during a firmware update When updating the firmware on a BitLocker-encrypted server, always disable BitLocker before updating the firmware - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 59
supported for the hardware configuration. 5. Verify the firmware update by checking the firmware version. 6. If a TPM is installed and enabled on the server, enable BitLocker™ after the firmware update is complete. For more information, see the operating system documentation. Boot problems Server - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 60
and backup versions of the ROM are corrupt, return the system board for a service replacement. To switch to the backup ROM when the System ROM is not corrupt, use RBSU ("HP ROM-Based Setup Utility" on page 66). Server blades If the system ROM is corrupted, the system automatically switches to the - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 61
63) Intelligent Provisioning (on page 63) HP Insight Diagnostics (on page 64) HP Insight Remote Support software (on page 65) Erase Utility (on page 64) Scripting Toolkit (on page 65) HP Service Pack for ProLiant (on page 65) HP Smart Update Manager (on page 66) HP ROM-Based Setup Utility (on page - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 62
in diagnosing problems and delivering rapid resolution when server failures occur. The Active Health System collects the following types of data: • Server model • Serial number • Processor model and speed • Storage capacity and speed • Memory capacity and speed • Firmware/BIOS HP Active Health - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 63
software and automatically integrating optimized HP ProLiant server support software from SPP. SPP is the installation package for operating system-specific bundles of HP ProLiant optimized drivers, utilities, management agents, and system firmware. • Intelligent Provisioning provides maintenance - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 64
www.hp.com/go/spp/download). HP Insight Diagnostics survey functionality HP Insight Diagnostics (on page 64) provides survey functionality that gathers critical hardware and software information on ProLiant servers. This functionality supports operating systems that are supported by the server. For - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 65
scale rapid, high-volume server deployments. For more information, and to download the Scripting Toolkit, see the HP website (http://www.hp.com/go/ProLiantSTK). HP Service Pack for ProLiant SPP is a release set that contains a comprehensive collection of firmware and system software components, all - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 66
or to download SPP, see the HP website (http://www.hp.com/go/spp). HP Smart Update Manager The HP SUM provides intelligent and flexible firmware and software deployment. This technology assists in reducing the complexity of provisioning and updating HP ProLiant Servers, options, and Blades within - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 67
the array to a default setting based on the number of drives connected to the server. NOTE: If the boot drive is not empty or has been written to in on RBSU, see the HP ROM-Based Setup Utility User Guide on the Documentation CD or the HP website (http://www.hp.com/support/rbsu). Boot options Near - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 68
F12 key. Configuring AMP modes Not all ProLiant servers support all AMP modes. RBSU provides menu options only for the modes supported by the server. Advanced memory protection within RBSU enables the following advanced memory modes: • Advanced ECC Mode-Provides memory protection beyond Standard ECC - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 69
HP ProLiant Gen8 servers. HP Smart Array Controllers for HP ProLiant Servers User Guide on the HP website (http://www.hp.com/support/SAC_UG_ProLiantServers_en). To configure arrays, see the Configuring Arrays on HP Smart Array Controllers Reference Guide on the HP website (http://www.hp.com/support - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 70
the Documentation CD or the HP website (http://www.hp.com/support/rbsu). For more information about the controller and its features, see the HP Smart Array Controllers for HP ProLiant Servers User Guide on the HP website (http://www.hp.com/support/SAC_UG_ProLiantServers_en). To configure arrays, see - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 71
that your server is using the latest supported version and for more information about SPP, see the HP website (http://www.hp.com/go/spp/download). To locate the drivers for a particular server, go to the HP website (http://www.hp.com/go/hpsc) and click on Drivers, Software & Firmware. Then, enter - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 72
User Guide, and the HP Version Control Repository User Guide on the HP website (http://www.hp.com/go/hpsim). System ROMPaq Firmware Upgrade Utility The Systems ROMPaq Firmware Upgrade Utility for ProLiant servers is available as a SoftPaq download from the HP website (http://www.hp.com/support). The - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 73
on HP ProLiant servers and server blade models prior to Gen8. This guide includes problem-specific flowcharts to help you navigate complex troubleshooting processes. To view the guide, select a language: • English (http://www.hp.com/support/ProLiant_TSG_en) • French (http://www.hp.com/support - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 74
one of the following websites: • HP Support Center (http://www.hp.com/go/hpsc) • Industry Standard Server Technology Communications (http://www.hp.com/servers/technology) Service notifications, advisories, and notices To search for service notifications, see the HP website (http://www.hp.com/go/hpsc - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 75
instructions For server features, see the Product QuickSpecs on the HP website (http://www.hp.com/go/productbulletin). For installation instructions, see the server user guide on the Documentation CD or on the HP Support Center website (http://www.hp.com/go/hpsc). HP resources for troubleshooting - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 76
server user guide is available in the following locations: • Documentation CD that ships with the server • HP Support Center website (http://www.hp.com/go/hpsc) External cabling information Refer to cabling information on the HP website (http://www.hp.com/support). HP resources for troubleshooting - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 77
the server user guide on the Documentation CD, the HP ProLiant Server Setup Poster shipped with the server, or the server blade installation instructions on the HP website (http://www.hp.com/support). Software installation and configuration of the server For HP ProLiant servers, see the HP ProLiant - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 78
BladeSystem c-Class enclosures and HP ProLiant BL c-Class Server Blades, see the HP BladeSystem c-Class Server Solutions Overview that ships with the enclosure or on the Documentation CD that ships with the enclosure. HP iLO information For all HP iLO and Intelligent Provisioning documentation, see - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 79
problem. The specialist will also determine whether you can replace the part. • For specific information about customer replaceable parts, refer to the maintenance and service guide on the HP website (http://www.hp.com/support). Server information you need Before contacting HP technical support - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 80
information, if installed o Verification of latest drivers installed o Verification of latest ROM/BIOS o Verification of latest firmware on array controllers and drives • Results from attempts to clear NVRAM Operating system information you need Depending on the problem, you may be asked for certain - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 81
(drwtsn32.log) if a user mode application, such as the Insight Agents, is having a problem o IRQ and I/O address information in text format o Contents of c:\cpqsystem directory o Insight Diagnostics Online Edition survey output o HPS report (on page 88) • If HP drivers are installed: o Version of - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 82
or Customer JumpStart • Which software group selected for installation: End User Support, Entire Distribution, Developer System Support, or Core System Support • If HP drivers are installed with a DU: o DU number o List of drivers in the DU diskette • The drive subsystem and file system information - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 83
by HP support to analyze an HP ProLiant Gen8 Server. For more information about the Active Health System, see "Active Health System (on page 62)." You can download the Active Health System log manually and send it to HP. The log can be downloaded using the following tools: • HP iLO ("Use HP iLO - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 84
Provisioning With HP ProLiant Gen8 Servers, all diagnostic tools are now embedded on a NAND flash module that can be accessed by pressing F10 at POST during server boot. For more information, see "Intelligent Provisioning (on page 63)." Download the Active Health System log Use one of the - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 85
Intelligent Provisioning Maintenance Options screen allows you to download Active Health System telemetry data from the server onto a USB key in the form of an Active Health System log file: hp_serial#_date.ahs The log file is sent to HP Services for problem resolution. Use this screen to select the - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 86
e-mail subject: , where XXXXXXXXXX represents your HP Support case number. Use the Active Health System download CLI for Linux Distributions 1. Download Active Health System download utility from HP FTP website (ftp://ftp.hp.com/pub/softlib2/software1/pubsw-linux/p1088551165/v75795 - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 87
the e-mail subject: , where XXXXXXXXXX represents your HP Support case number. ACU diagnostic tasks 1. Open ACU. For more Click one of the task buttons: o If you select Generate Diagnostic Report, wait for the report to generate, and then click Close Report or Save Report. o If - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 88
Reference Guide on the HP website (http://www.hp.com/support/CASAC_RG_en). HPS report The HPS reports are used to capture critical operation and configuration information from Windows server environments. The HPS report utility can be downloaded from the HP website (http://update.external.hp.com/HPS - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 89
end ACU Array Configuration Utility AMP Advanced Memory Protection ASR Automatic Server Recovery CS cable select DDR3 double data rate-3 DU driver update ESD electrostatic discharge FC Fibre Channel HBA host bus adapter HP SIM HP Systems Insight Manager HP SUM HP Smart Update Manager Acronyms and - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 90
HPRCU HP ROM Configuration Utility iLO Integrated Lights-Out IML Integrated Management Log IRQ interrupt request ISO International Organization for Standardization KVM keyboard, video, and mouse NVRAM nonvolatile memory OA Onboard Administrator ORCA Option ROM Configuration for Arrays PCI-X - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 91
SATA serial ATA SD Secure Digital SIM Systems Insight Manager SPP HP Service Pack for ProLiant SSD solid-state drive SSH Secure Shell TPM Trusted Platform Module UPS uninterruptible power system USB universal serial bus VCA Version Control Agent VCM Virtual - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 92
documentation that meets your needs. To help us improve the documentation, send any errors, suggestions, or comments to Documentation Feedback (mailto:[email protected]). Include the document title and part number, version number, or the URL when submitting your feedback. Documentation feedback 92 - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 93
batteries, insufficient warning when low 37 battery 37 BIOS (Basic Input/Output System) 61, 70 BIOS upgrade 61, 70 blank screen 50 boot options 67 booting problems 40 booting the server 40 C cable problems 42, 43, 52 cables 15 cables, troubleshooting 15, 43 cables, VGA 51 cabling 76 cabling, drive - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 94
, moving 41, 42 hardware features 35 hardware problems 35, 37 hardware supported 35 hardware troubleshooting 35, 37, 38, 40, 50 health driver 70 Health LED, troubleshooting 18 health LEDs 18 health status LED bar 18 hot fixes 56 how to use this guide 7 HP Dynamic Smart Array B120i Controller 43 - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 95
52, 53 network interconnect blades 53 new hardware 37 notices 74 O Onboard Administrator 19, 21, 22 online spare memory 68 online troubleshooting resources 73 operating system crash 55 operating system problems 55 operating system updates 56 operating system version support 72, 77 operating systems - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 96
42 server setup 77 server specifications 76 service notifications 15, 74 Service Packs 55, 56, 65 Smart Update Firmware DVD 31, 63 Smart Update Manager 61, 66 software 55, 61, 71, 72, 77 software errors 57 software failure 57 software problems 55 software resources 61, 77 software troubleshooting 55 - HP ProLiant BL660c | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 97
video colors 51 video problems 50, 51 Virtual Connect Manager 19, 20 W warnings 10, 76 website, HP 73, 75 websites, reference 23, 73 what's new 8 when to reconfigure or reload software 56 white papers 74, 76 Windows operating systems 86 Index 97
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HP ProLiant Gen8
Troubleshooting Guide
Abstract
This document describes common procedures and solutions for the many levels of troubleshooting HP ProLiant Gen8 servers. This document is
intended for the person who installs, administers, and troubleshoots servers or server blades. HP assumes you are qualified to service computer
equipment and are trained in recognizing hazards in products with hazardous energy levels.
Part Number: 669443-002
June 2012
Edition: 2