HP ProLiant DL380 G3 with MSA1000 HP ProLiant Servers Troubleshooting Guide
HP ProLiant DL380 G3 with MSA1000 Manual
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- HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 1
and solutions for the many levels of troubleshooting for HP ProLiant G7 and earlier servers. This document is intended for the person who installs, administers, and troubleshoots servers or server blades. HP assumes you are qualified in the servicing of computer equipment and trained in recognizing - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - 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 DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 3
...11 HP ProLiant 100 Series Server troubleshooting information 11 How to use this guide ...11 Pre-diagnostic steps ...12 Important safety information ...12 Symptom information ...15 Prepare the server for diagnosis...15 Common problem resolution ...18 Loose connections ...18 Service notifications - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 4
...46 USB drive key problems ...46 Fan problems...47 HP Trusted Platform Module problems 48 Memory problems ...48 PPM problems...50 Processor problems ...51 Tape drive problems...51 Graphics and video adapter problems 53 External device problems ...53 Video problems...53 Mouse and keyboard - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 5
processors 85 HP resources for troubleshooting 86 Online resources ...86 HP Technical Support website...86 HP Guided Troubleshooting website 86 Server documentation ...86 White papers ...86 Service notifications, advisories, and notices 86 Subscription services ...86 HP Care Pack Services...87 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 6
Overload (Power Supply X 174 System AC Power Problem (Power Supply X 174 System Fan Failure (Fan HP BladeSystem p-Class infrastructure error codes 175 Server blade management module error codes 175 Power management module error codes 178 Port 85 codes and iLO messages ...179 Troubleshooting - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 7
: 4137 ...183 Message ID: 4140 ...184 Message ID: 4141 ...184 Message ID: 4169 ...184 Message ID: 4190 ...184 Contacting HP ...185 Contacting HP technical support or an authorized reseller 185 Customer self repair ...185 Server information you need...185 Operating system information you need ...186 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 8
of the HP ProLiant Servers Troubleshooting Guide, part number 375445-404, includes the following additions and updates: • Added information about HP Service Pack for ProLiant (on page 78). SPP replaces older methods of updating firmware and system software on many of the servers supported by this - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 9
Updated the following section in HP Smart Update Manager deployment (on page 82): o Online deployment ("Online deployment (if SPP is not supported)" on page 83) • 401 (January 2011) The tenth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-401, included the following - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 10
o Insight Diagnostics processor error codes Introduction 10 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 11
ProLiant 100 Series Server troubleshooting information Use this guide for troubleshooting information on the HP ProLiant ML110 G7 Server and the HP ProLiant DL120 G7 Server. For troubleshooting information on HP ProLiant 100 Series Servers other than the HP ProLiant ML110 G7 Server and HP ProLiant - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 12
system components. 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 DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 13
The area contains no user or field serviceable parts. Do not open for any occupational health and safety requirements and guidelines for manual material handling. These symbols, on power supplies or trained by HP should attempt to repair this equipment. All troubleshooting and repair procedures - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 14
• Observe local occupation health and safety requirements and guidelines for manual handling. • Obtain adequate assistance to lift and stabilize the chassis or dissipating floor mats. • Use conductive field service tools. • Use a portable field service kit with a folding static-dissipating work mat. - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 15
, ESD wrist strap, and software utilities, necessary to troubleshoot the problem. o You must have the appropriate Health Drivers and Management names and versions of all installed HP drivers, Management Agents, and utilities, and whether they are up-to-date. o HP recommends you have access to the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 16
, removing, or replacing a processor. If you cannot locate the hard copy of the instructions, locate your server user guide or maintenance and service guide on the HP website (http://www.hp.com/support/manuals). • Some processor models require the use of a processor installation tool, and specific - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 17
CAUTION: Before removing or replacing any processors, be sure to follow the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 16)." Failure to follow the recommended guidelines can cause damage to the system board, requiring replacement of the system - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 18
, and then click the Troubleshoot a Problem link on the product page. Firmware updates Download firmware updates from the following locations: • The most recent SPP ("HP Service Pack for ProLiant" on page 78) from the HP website (http://www.hp.com/go/spp). • The HP Smart Components available as part - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 19
HP offers a subscription service the DIMM. For more information, see the HP website (http://h20000.www2.hp.com/bizsupport/TechSupport/Document.jsp?lang=en&cc= type: o ACU does not support mixing SAS and SATA drives in the same logical volume. o ACU does not support mixing traditional drives and solid - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 20
part of an array being selected by an array configuration utility • Drive Identification has been selected in HP SIM • The drive firmware is being updated The drive has been placed offline due to hard disk only when the server is connected to a Smart Array controller. Common problem resolution 20 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 21
drive is offline, a spare, or not configured as part of an array. Server updates with an HP Trusted Platform Module and BitLocker™ enabled When a TPM is installed and enabled in RBSU, and when the an optional PCI device, such as a storage controller or network adapter Common problem resolution 21 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 22
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 Business Support Center (http://www.hp.com/go/bizsupport) Select Manuals. Under Servers, select ProLiant - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 23
link for the maintenance and service guide. 3. HP BladeSystem p-Class Support and Documents (http://www.hp.com/products/servers/proliant-bl/p-class/info) To locate the HP BladeSystem p-Class System Maintenance and Service Guide, select the product. Select Manuals (guides, supplements, addendums, etc - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 24
Start diagnosis flowchart Use the following flowchart to start the diagnostic process. General diagnosis flowchart Diagnostic flowcharts 24 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 25
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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 26
of server LEDs and information on their statuses, see the server documentation on the HP website (http://www.hp.com/support). Symptoms: • The server does not power on. • The system power LED power supply • Loose or faulty power cord • Power source problem • Improperly seated component or interlock - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 27
Diagnostic flowcharts 27 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 28
p-Class server blade power-on problems flowchart c-Class 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). Diagnostic flowcharts 28 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 29
off or amber. • The health LED is red or amber. Possible causes: • Improperly seated or faulty power supply • Loose or faulty power cord • Power source problem • Improperly seated component or interlock problem Diagnostic flowcharts 29 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 30
does not complete 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 Diagnostic flowcharts 30 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 31
Server and p-Class server blade POST problems flowchart Diagnostic flowcharts 31 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 32
c-Class server blade POST problems flowchart Operating system boot problems flowchart Symptoms: • Server does not boot a previously installed OS • Server does not boot SmartStart Possible causes: • Corrupted OS • Hard drive subsystem problem Diagnostic flowcharts 32 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 33
• Incorrect boot order setting in RBSU There are two ways to use SmartStart when diagnosing OS boot problems on a server blade: • Use iLO to remotely attach virtual devices to mount the SmartStart CD onto the server blade. • Use a local I/O cable and drive to - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 34
Server fault indications flowchart Symptoms: • Server boots, but a fault event is reported by Insight Management Agents • Server boots, but the internal health LED, external health LED, or component health LED is red or amber NOTE: For the location of server LEDs and information on their statuses, - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 35
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 35 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 36
c-Class server blade fault indications flowchart Diagnostic flowcharts 36 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 37
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 DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 38
problem with a power supply, replace the power supply. For more information, see the server documentation on the HP website (http://www.hp.com/support . Refer to the section for each component in this guide. If you cannot determine the problem by checking the specific area, perform each of the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 39
reference guide for service provider. 7. Check the UPS LEDs to be sure a battery or site wiring problem 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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 40
RBSU, see the HP ROM-Based Setup Utility User Guide on the Documentation CD or the HP website (http://www.hp.com/support/smartstart/documentation). 10. and tests the device, run HP Insight Diagnostics (on page 75). 13. Uninstall the new hardware. Unknown problem Action: 1. Power down and disconnect - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 41
HP Technical Support ("Contacting HP" on page 185, "Contacting HP technical support or an authorized reseller" on page 185) before proceeding. CAUTION: Before removing or replacing any processors, be sure to follow the guidelines provided in "Performing processor procedures in the troubleshooting - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 42
Battery pack problems The battery stops charging or begins to swell The batteries in BBWC battery packs are a consumable material. After 3 years of service, batteries may not provide predictable data retention times. If a battery fails completely, the HP Smart Array controller detects this condition - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 43
, be sure you are not inserting a DVD into a drive that only supports CDs. Drive is not detected Action: 1. Be sure no loose connections (on page 4. Be sure the correct, current driver is installed. Diskette drive problems Diskette drive light stays on Action: 1. Be sure no loose connections - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 44
the diskette. Drive problems (hard drives and solid state drives) HP SIM reports a drive fault on a hard drive managed by an HP Smart Array controller Action service guide. • If the drive fault LED is not flashing and the operating system supports HP Insight Diagnostics, version 7.40 or later ("HP - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 45
sure no power problems (on page 37) exist. 2. Check for loose connections (on page 18). 3. Be sure that the controller supports the hard drives -specific hard drive LED information, see the server documentation or the HP website (http://www.hp.com). 2. Be sure no loose connections (on page 18) - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 46
supported. To determine drive support, see the server documentation or the HP website (http://www.hp.com/go/bizsupport). 2. Be sure the drive bay is not defective by installing the hard drive in another bay. 3. Run HP Reseat the SD card. USB drive key problems System does not boot from the drive - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 47
server. Refer to the server documentation. 3. Be sure no ventilation problems exist. If you have been operating the server for an extended requirements are being met. Refer to the server documentation. All fans in an HP BladeSystem c-Class enclosure are operating at a high speed ...while fans in the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 48
All fans in an HP ProLiant G6 server are not spinning or are not spinning at the same HP Trusted Platform Module problems Action: If the TPM fails and is no longer detected by RBSU, request a new system board and TPM board from an HP authorized service provider ("Contacting HP technical support - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 49
sure the memory modules have been installed correctly in a supported configuration. See the server documentation. 3. Be sure the memory 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 problems 49 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 50
the Integrated Management Log (IML) Possible cause: The server is an HP ProLiant G6 server with 5500-series Xeon processors installed. The DIMMs are not information, see the server documentation on the HP website (http://www.hp.com/support). PPM problems Action: If the PPMs are not integrated on - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 51
once separated. For specific instructions for the server you are troubleshooting, refer to processor information in the server user guide. CAUTION: Before removing . For detailed tape drive guided troubleshooting information, see the HP website (http://www.hp.com/support/gts). Hardware problems 51 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 52
Library and Tape Tools, see the HP website (http://www.hp.com/support/tapetools). For more information about common tasks, see the HP website (http://www.hp.com/support/lttfaq). Stuck tape issue Action: 1. Manually press the Eject button. Allow up to 10 minutes for the tape to rewind and - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 53
(41ºF). Graphics and video adapter problems General graphics and video adapter problems are occurring Action: • Use only cards listed as a supported option for the server. For a complete list of supported options, see the server documentation on the HP website (http://www.hp.com/go/hpsc). • Be sure - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 54
expansion board. Monitor does not function properly with energy saver features Action: Be sure the monitor supports energy saver features, and if it does not, disable the features. Video colors are wrong occurring. Move the monitor away from other monitors or power transformers. Hardware problems 54 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 55
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 working equivalent device (another similar mouse or keyboard). o If the problem still occurs with the new mouse or keyboard, the connector port - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 56
replace the Mini SAS cable. Local I/O cable problems NOTE: The local I/O cable is used only with HP ProLiant p-Class server blades. Action: If the local server, or switch to USB devices (if supported) to use the local I/O cable hot-plug functionality. Modem problems No dial tone exists Action: 1. Be - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 57
to match. 2. If the line you are accessing requires error control to be turned off, do so using the AT command AT&Q6%C0. Hardware problems 57 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 58
. Replace with a supported modem if needed. You are unable to connect to an online subscription service Action: 1. If see if any statuses indicate the source of the problem. For LED information, refer to the network HP Insight Diagnostics" on page 75) and replace failed components as indicated. - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 59
any statuses indicate the source of the problem. For LED information, refer to the controller is not damaged. 7. Run Insight Diagnostics ("HP Insight Diagnostics" on page 75) and replace failed . 2. Be sure the server and operating system support the controller. Refer to the server and operating - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 60
Boot the server in Safe Mode or Last Known Good Configuration. If neither of these actions resolve the problem, contact an authorized service provider ("Contacting HP technical support or an authorized reseller" on page 185). For more information about debugging tools or specific GPF messages, refer - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 61
a full system backup. 2. Apply the operating system update, using the instructions provided. 3. Install the current drivers ("Drivers" on page 77). If you apply the update and have problems, locate files to correct the problems on the HP website (http://www.hp.com/support). Software problems 61 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 62
against the time spent troubleshooting intermittent problems. It may be advantageous to start over by removing and reinstalling the problem software, or in some , and erases all connected hard drives completely. Refer to the instructions for using this utility. 2. Be sure the server has adequate - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 63
troubleshooting information specific to Linux operating systems, refer to the Linux for ProLiant website (http://h18000.www1.hp.com/products/servers/linux). Application software problems support website of the software vendor for known problems server setup utility and manually set the software - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 64
array controllers that you are upgrading. • Follow the instructions for the Remote ROM Flash procedure that accompany the software an error message is displayed describing the problem, and then the program exits. process. Be sure the remote registry service is running on a Windows®-based system - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 65
utility. To determine if the server is supported, see the HP website (http://www.hp.com/go/hpsc). System requests recovery method see BitLocker™ for servers on the Microsoft website (http://www.microsoft.com). Boot problems Server does not boot Possible cause: • The system ROMPaq flash fails. • - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 66
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 67 , return the system board for a service replacement. To switch to the backup ROM when the System ROM is not corrupt, use RBSU - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 67
hp.com/go/foundation). SmartStart Scripting Toolkit The SmartStart Scripting Toolkit is a server deployment product that allows you to build an unattended automated installation for high-volume server deployments. The SmartStart Scripting Toolkit is designed to support ProLiant of the manual steps in - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 68
boot controller • Configuring memory options • Language selection 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/smartstart/documentation). Using RBSU To use RBSU, use the following keys: • To access - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 69
. For more information about BIOS Serial Console, see the BIOS Serial Console User Guide on the Documentation CD or the HP website (http://www.hp.com/support/smartstart/documentation). Configuring AMP modes Not all ProLiant servers support all AMP modes. RBSU provides menu options only for the modes - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 70
application or remote service • Supports online array 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 DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 71
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 qualified service personnel - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 72
on an HP ProLiant G6 server or later, use the following procedure: After you replace the system board, you must re-enter the server serial number and the product ID. 1. During the server startup sequence, press the F9 key to access RBSU. 2. Select the Advanced Options menu. 3. Select Service Options - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 73
Access advanced troubleshooting features through the iLO or iLO 2 interface. • Diagnose iLO or iLO 2 using HP SIM through a responsible for managing the health of the ProLiant server. The intelligence of iLO 3 a streamlined user experience, and enhanced standards support. Using iLO 3, you can do the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 74
, and erases all connected hard drives completely. Refer to the instructions for using this utility. Run the Erase Utility if you must Management CD in the HP ProLiant Essentials Foundation Pack or the HP SIM website (http://www.hp.com/go/hpsim). Redundant ROM support The server enables you - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 75
support Diagnostic tools HP Insight Diagnostics HP Insight Diagnostics is a proactive server management tool, available in both offline and online versions, that provides diagnostics and troubleshooting capabilities to assist IT administrators who verify server installations, troubleshoot problems - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 76
to reflect the latest changes in the configuration. Survey functionality is installed with every SmartStart-assisted HP Insight Diagnostics installation, or it can be installed through the HP PSP ("ProLiant Support Packs" on page 78). NOTE: The current version of SmartStart provides the memory spare - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 77
use SPP ("HP Service Pack for ProLiant" on page 78), if supported on your server. If SPP is not supported, then use HP ProLiant Support Packs ("ProLiant Support Packs" on page 78) (post 8.70). To determine if your product is supported by the SPP, see the latest server support guide on the HP website - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 78
DVD 10.10 was the last version. For more information about SPP, see "HP Service Pack for ProLiant (on page 78)." To determine if your product is supported by the SPP, see the latest server support guide on the HP website (http://www.hp.com/go/spp/documentation). The Smart Update Firmware DVD is an - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 79
by the SPP, see the latest server support guide on the HP website (http://www.hp.com/go/spp/documentation). HP Smart Update Manager HP SUM is included in many HP products for installing and updating firmware and software on HP ProLiant servers. HP SUM provides a GUI and a command-line scriptable - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 80
create a profile and select notifications, refer to the HP website (http://www.hp.com/go/subscriberschoice). Care Pack HP Care Pack Services offer upgraded service levels to extend and expand bundled services with easy-to-buy, easy-to-use support packages that help you make the most of your server - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 81
image are available in either redundant ROM or a ROM backup. ProLiant servers support either the redundant ROM feature or the Disaster Recovery feature. Both information, see the HP Online ROM Flash User Guide on the HP website (http://www.hp.com/support/smartstart/documentation). Option ROMs - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 82
updated and were replaced by the SPP ("HP Service Pack for ProLiant" on page 78). To determine if your product is supported by the SPP, see the latest server support guide on the HP website (http://www.hp.com/go/spp/documentation). If your product is supported by the SPP, use the deployment Software - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 83
HP Smart Update Manager User Guide on the HP website (http://www.hp.com/support/HP_Smart_Update_Manager_UG_en). Online deployment (if SPP is not supported) if autostart is not enabled, you must manually start the CD or DVD. o Insert the USB drive key. Manually start the interface, and then open a - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 84
HP Smart Update Manager User Guide on the HP website (http://www.hp manually HP website (http://www.hp.com/support). 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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 85
and ensure proper operation of the platform. New steppings of Intel® processors tend to be functionally equivalent to previous steppings. HP ProLiant servers fully support mixing steppings when other parameters are identical: processor speed, cache size, number of cores, and processor wattage. To - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 86
HP website (http://www.hp.com/support). HP Guided Troubleshooting website HP Guided Troubleshooting is available for many products and components on the HP website (http://www.hp.com/support of documents is displayed. Subscription services HP offers subscription services to keep customers informed on - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 87
products. For more information, refer to the HP website (http://www.hp.com/go/pcn). HP Care Pack Services HP Care Pack Services offer upgraded service levels to extend and expand bundled services with easy-to-buy, easy-to-use support packages that help you make the most of your server investments - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 88
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). Power capacity For all HP ProLiant ML - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 89
SmartStart, refer to the SmartStart installation poster in the HP ProLiant Essentials Foundation Pack. iLO information Refer to the HP Integrated Lights-Out User Guide on the Documentation CD or the Remote Management website (http://www.hp.com/servers/lights-out). HP resources for troubleshooting 89 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 90
Refer to the HP Systems Insight Manager Installation and User Guide on the Management CD or DVD, or the HP website (http://www.hp.com/go/hpsim). : • Documentation CD that ships with the server • HP Business Support Center website (http://www.hp.com/go/bizsupport) HP resources for troubleshooting 90 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 91
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. WARNING: To avoid potential problems, ALWAYS read the warnings and cautionary information in - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 92
cache line contains dirty data that the controller has been unable to flush (write) to the drives. This problem usually occurs when a problem with the drive or drives occurs. Action: Resolve the problem with the drive or drives. The controller can then write the dirty data to the drives. Accelerator - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 93
Accelerator Status: Obsolete Data Detected Description: During reset initialization, obsolete data was found in the cache due to the drives being moved and written to by another controller. Action: No action is required. The controller either writes the data to the drives or discards the data - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 94
Accelerator Status: Warranty Alert Description: Catastrophic problem exists with array accelerator board. Refer to other messages on Diagnostics screen for exact meaning of this message. Action: Replace the array accelerator board. Adapter/ - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 95
controller. Controller Is Not Configured Description: Controller is not configured. If the controller was previously configured and you change drive locations, a problem might exist with the placement of the drives. ADU ("Array diagnostic software" on page 76) examines each physical drive and looks - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 96
properly connected and working. 2. Power down the system and attempt to reconnect data/power cable to the drive. 3. Power up the system. 4. If the problem persists, power down the system and replace the cable. 5. If the problem persists, power down the system and replace the drive. Error messages 96 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 97
Drive (Bay) X is a Replacement Drive Description: This drive has been replaced. This message is displayed if a drive is replaced in a fault-tolerant logical volume. Action: If the replacement was intentional, allow the drive to rebuild. Drive (Bay) X is a Replacement Drive Marked OK Description: The - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 98
problem (such as drive time-out), or is unable to get data due to these features not being supported the drives according to the ADU instructions. Duplicate Write Memory Error Description: Data to read the RIS from this drive. Action: HP stores the hard drive configuration information in the RIS. - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 99
Identify Logical Drive Data did not Match with NVRAM Description: The identify unit data from the array controller does not match with the information stored in NVRAM. This can occur if new, previously configured drives have been placed in a system that has also been previously configured. Action: - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 100
Otherwise, follow the procedures for correcting problems when an incorrect drive is replaced or a loose cable is detected. Logical Drive X Status = Interim Recovery (Volume Functional, but not Fault Tolerant) Description: A physical drive - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 101
has not been configured. Action: If the array accelerator board is present, run ACU to configure the board. One or More Drives is Unable to Support Redundant Controller Operation Description: At least one drive in use does not - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 102
Processor Stepping) Description: If a processor has an unsupported stepping, it is not started, and this message is displayed. Processor Not Supported (Unsupported Core Speed) Description: If a processor has a core speed that is incompatible with the other installed processors, the processor is - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 103
after completing steps 1 through 4, contact an HP authorized service provider ("Contacting HP technical support or an authorized reseller" on page 185). Drive ID Y Firmware Needs Upgrading Description: Drive firmware may cause problems and should be upgraded. Action: Update the drive to the latest - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 104
a Good Volume: (failure message) Description: ADU ("Array diagnostic software" on page 76) found that this drive was replaced, even though no problem occurred with the volume. Action: No action is required. Set Configuration Command Issued Description: The configuration of the array controller has - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 105
documentation for allowable temperature specifications and additional tips. 5. If the problem persists, replace the fan. Storage enclosure on SCSI Bus X Description: The firmware version of the external storage unit is not supported. Action: Update the storage device to the latest firmware version - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 106
an authorized service provider. Swapped cables or configuration error detected. A configured array of drives... ...was moved from another controller that supported more drives than this controller supports. SOLUTION: Upgrade the firmware on this controller. If this doesn't solve the problem, then - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 107
the firmware on this controller. If this doesn't solve the problem then power down system then move drives back to the original drive to another controller. Description: More logical drives were created than are supported on this controller, causing lost logical drive volumes. Action: Identify the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 108
problem or a system board problem. CAUTION: Only authorized technicians trained by HP should attempt to remove the system board. If you believe the system board requires replacement, contact HP Technical Support ("Contacting HP" on page 185, "Contacting HP technical support authorized service - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 109
Restart the server. 4. Resolve any error messages displayed by the controller. If this does not solve the problem, contact an HP authorized service provider ("Contacting HP technical support or an authorized reseller" on page 185). Unknown Disable Code Description: A code was returned from the array - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 110
Were Detected Description: Mixed feature processors were detected. The server will boot using the lowest featured processor. If you install supported processors with different features in the same system, this informational message is displayed. WARNING - Resetting Corrupted CMOS Description: This - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 111
Wrong Accelerator Description: This may mean that the board was replaced in the wrong slot or was placed in a system previously configured with another board type. Included with this message is a message indicating (1) the type of adapter sensed by ADU ("Array diagnostic software" on page 76), and - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 112
compatible with the cache module revision. Action: Upgrade the controller to the latest firmware. If the problem persists, contact HP support ("Contacting HP" on page 185, "Contacting HP technical support or an authorized reseller" on page 185). Array status: The array has failed. Action: Check for - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 113
drive movement, check if the cache module has failed and replace it if required. If the problem persists, contact HP support ("Contacting HP" on page 185, "Contacting HP technical support or an authorized reseller" on page 185). Controller State: The array controller contains redundant connections - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 114
. Install the cache module if not present. If this doesn't solve the problem, power down the server and move the drives back to the original controller. if required. If the problem persists, contact HP support ("Contacting HP" on page 185, "Contacting HP technical support or an authorized reseller" - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 115
any drive movement, check if the cache module has failed and replace it if required. If the problem persists, contact HP support ("Contacting HP" on page 185, "Contacting HP technical support or an authorized reseller" on page 185). Controller State: The controller cannot be configured. CACHE STATUS - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 116
, the controller may need to be replaced or require service. Action: Take the appropriate action as indicated in the message. If the condition persists, replace the controller or contact HP support ("Contacting HP" on page 185, "Contacting HP technical support or an authorized reseller" on page 185 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 117
Error: Board ID could not be read... ...(Read-Only Table failed checksum test). Unrecoverable error. Action: Contact HP support ("Contacting HP" on page 185, "Contacting HP technical support or an authorized reseller" on page 185). NVRAM Error: Bootstrap NVRAM image failed checksum test,... ...but - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 118
update might be able to correct the error. Action: Update the controller firmware. If the update fails, contact HP support ("Contacting HP" on page 185, "Contacting HP technical support or an authorized reseller" on page 185). Physical Drive State: The data on the physical drive is being rebuilt - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 119
without any drive movement, check if the cache module has failed and replace it if required. If the problem persists, contact HP support ("Contacting HP" on page 185, "Contacting HP technical support or an authorized reseller" on page 185). Redundancy State: This controller has been setup to be part - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 120
To correctly connect the cables to the storage system, see the product user guide. Smart SSD State: SSD has less than 2% of usage remaining before other areas. If the problem persists, contact HP support ("Contacting HP" on page 185, "Contacting HP technical support or an authorized reseller" on - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 121
applicable to its configuration and options. HP ProLiant p-Class server blades do not have speakers and thus do not support audio output. Disregard the audible beeps information if the server falls into this category. IMPORTANT: This guide provides information for multiple servers. Some information - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 122
Up Audible Beeps: None Possible Cause: A catastrophic system error, which caused the server to crash, has been logged. Action: Run Insight Diagnostics ("HP Insight Diagnostics" on page 75) and replace failed components as indicated. Fan Solution Not Fully Redundant Audible Beeps: Possible Cause: The - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 123
that caused an NMI. Action: Run Insight Diagnostics ("HP Insight Diagnostics" on page 75) and replace the HP Insight Diagnostics" on page 75). CAUTION: Before replacing or reseating any processors, be sure to follow the guidelines provided in "Performing processor procedures in the troubleshooting - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 124
a critical failure that caused an NMI. Action: Run Insight Diagnostics ("HP Insight Diagnostics" on page 75) and replace failed components as indicated. Not Supported. Audible Beeps: 2 short Description: The Fibre Channel adapter is not supported on the server. Action: Install the supported Fibre - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 125
HP Insight Diagnostics" on page 75). CAUTION: Before removing or replacing any processors, be sure to follow the guidelines provided in "Performing processor procedures in the troubleshooting only supported DIMM pairs when populating memory sockets. Refer to the applicable server user guide memory - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 126
installing more than one type of power supply. Action: Install supported power supplies in a supported configuration. For supported power supply configurations, see the server documentation on the HP website (http://www.hp.com/support). Mixed processor speeds detected. Please make sure that all - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 127
Check 2 - System DIMM Memory Audible Beeps: None Possible Cause: An uncorrectable error memory event occurred in a memory DIMM. Action: Run Insight Diagnostics ("HP Insight Diagnostics" on page 75) to identify failed DIMMs. Then, use the DIMM LEDs to identify failed DIMMs and replace the DIMMs. PCI - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 128
. Audible beeps: 1 long, 1 short Possible cause: Processor not supported by current server. Action: CAUTION: Before removing or replacing any processors, be sure to follow the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 16)." Failure to follow the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 129
or used. Action: Populate the DIMM socket. This DIMM does not support thermal monitoring... A less efficient cooling solution with fans running at higher speeds the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 16)." Failure to follow the recommended - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 130
to the applicable server user guide memory requirements and replace with supported DIMMs. Unsupported PCI Card Detected supported by the server. Action: Install a supported power supply in bay X. For supported power supplies, see the server documentation on the HP website (http://www.hp.com/support - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 131
Audible Beeps: None Possible Cause: A USB tape device that supports One Button Disaster Recovery (OBDR) is installed in the system. Action: 1. Press 1 or 2. o Pressing 2 exits the configuration. o Pressing 1 starts the configuration. The following message appears - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 132
for ProLiant option, see the HP ROM-Based Setup Utility User Guide on the Documentation CD or the HP website (http://www.hp.com/support/ , remove it and see if the problem remains. If this message goes away after you remove your new hardware, there may be a problem with the add-in card. Audible - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 133
. If you believe the system board requires replacement, contact HP Technical Support ("Contacting HP" on page 185, "Contacting HP technical support or an authorized reseller" on page 185) before proceeding. Action: Contact an authorized service provider for system board replacement. 102-System Board - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 134
board. If you believe the system board requires replacement, contact HP Technical Support ("Contacting HP" on page 185, "Contacting HP technical support or an authorized reseller" on page 185) before proceeding. Action: Run Insight Diagnostics ("HP Insight Diagnostics" on page 75) and replace failed - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 135
detected. Action: Run Insight Diagnostics ("HP Insight Diagnostics" on page 75) in "Performing processor procedures in the troubleshooting process (on page 16)." Failure to configured with only one FBDIMM and the system does not support single FBDIMM mode, or multiple FBDIMMs are installed but were - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 136
. Audible Beeps: 1 long, 1 short Possible Cause: Installed memory module is an unsupported size. Action: Install a memory module of a supported size. 207-Invalid Memory Configuration - Incomplete Bank Detected in Bank X Audible Beeps: 1 long, 1 short Possible Cause: Bank is missing one or more - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 137
or none Possible Cause: Installed DIMMs have a primary width of x8. Action: Install DIMMs that have a primary width of x4 if Advanced ECC memory support is required. 208-Memory Board Error - This error could be the result of a bad or improperly installed memory board or a system board issue Audible - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 138
two boards participating in a RAID does not match. Action: Install or reinstall DIMMs to support RAID mode. 210-Memory Board Power Fault on board X Audible Beeps: 1 long, 1 short Possible Cause: A problem exists with a memory board powering up properly. Action: Exchange DIMMs and retest. Replace the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 139
If you believe the system board requires replacement, contact HP Technical Support ("Contacting HP" on page 185, "Contacting HP technical support or an authorized reseller" on page 185) before proceeding. 2. Run Insight Diagnostics ("HP Insight Diagnostics" on page 75) and replace failed components - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 140
HP Technical Support ("Contacting HP" on page 185, "Contacting HP technical support or an authorized reseller" on page 185) before proceeding. 2. Run Insight Diagnostics ("HP for the parallel port and manually resolve the resource conflict. 3. Run Insight Diagnostics ("HP Insight Diagnostics" on page - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 141
from operating properly. Action: 1. Run the server setup utility to configure the diskette drive port address and manually resolve the conflict. 2. Run Insight Diagnostics ("HP Insight Diagnostics" on page 75) and replace failed components as indicated. 612-Secondary Floppy Port Address Assignment - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 142
recommended temperature for the server. For more information about the optimum environment for the server, see the server user guide on the HP website (http://www.hp.com/support). 1611-CPU Zone Fan Assembly Failure Detected. Either... ...the Assembly is not installed or multiple fans have failed in - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 143
the fans to be sure they are working. 2. Be sure each fan cable is properly connected and each fan is properly seated. 3. If the problem persists, replace the failed fans. 1611-Fan x Failure Detected (Fan Zone CPU) Audible Beeps: 2 short Possible Cause: Required fan is not installed or spinning - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 144
fans to be sure they are installed and working. 2. Be sure the assembly is properly connected and each fan is properly seated. 3. If the problem persists, replace the failed fans. 4. If a known working replacement fan is not spinning, replace the assembly. 1611-Power Supply Zone Fan Assembly Failure - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 145
1611-Redundant Fan Failure (Fan Zone System) Audible Beeps: None Possible Cause: A redundant fan is not spinning. Action: Replace the failed fan. 1612-Primary Power Supply Failure Audible Beeps: 2 short Possible Cause: Primary power supply has failed. Action: Replace power supply. 1615-Power Supply - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 146
Reseat the SCSI cable on the controller and all connected devices. 3. If the problem persists, replace the SCSI cable. 1703 - Slot X Drive Array controller - Cause: The operating system currently running does not support virtual DMA service. Action: Load or update the device driver appropriate - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 147
and the backup copy was restored. • It was automatically updated because a newer version was available. Action: 1. Reboot the server. 2. If the problem still exists, update the controller to the latest firmware version. 1710-Slot X Drive Array - Non-Array Controller Drives Detected Warning: possible - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 148
the backup ROM. Action: 1. Update the controller to the latest firmware version ("Firmware maintenance" on page 80). 2. If the problem persists, replace the controller. 1714-Slot X Drive Array - Redundant Checksum Error... ...Backup ROM has automatically been activated; check firmware version - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 149
controller memory self-test. Upgrade to the latest firmware. If the problem persists, replace the Cache Module or Controller. Audible Beeps: None Possible than firmware currently supports... ...Some devices are ignored. Audible Beeps: None Possible Cause: The firmware does not support the number of - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 150
1719-Slot X Drive Array - A controller failure event occurred prior to this power-up (previous lock-up code = 0x####) Audible Beeps: None Possible Cause: A controller failure event occurred before the server powered up. Action: Install the latest version of controller firmware. If the condition - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 151
Slot X Drive Array-Optional SIMM (Memory Module) Problem Detected Audible Beeps: None Possible Cause: SIMM has has been updated to add the new logical drives. The maximum number of logical drives supported is 32. Additional logical drives will not be added to the configuration. Action: No action - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 152
completed. Action: No action is required. 1730-Fixed Disk 0 Does Not Support DMA Mode Audible Beeps: None Possible Cause: Fixed drive error detected. Action: battery pack. 1733-Slot X Drive Array - Storage Enclosure Firmware Upgrade Problem Detected... ...Port x Box y (Followed by one of the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 153
HP BladeSystem c-Class Enclosure Troubleshooting Guide on the HP website (http://www.hp.com/support TPM board from an HP authorized service provider ("Contacting HP technical support or an authorized HP is not liable for blocked data access caused by improper TPM use. For operating instructions - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 154
not purposefully removed, press F1 to display this message on reboot until the problem is resolved. The drives should be accessible through the remaining path. • If to cable the device in a supported manner for dual-domain redundant path support, see the product user guide. 1740-Fixed Disk 0 failed - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 155
1741-Fixed Disk 1 failed Set Block Mode Audible Beeps: None Possible Cause: Fixed drive error detected. Action: Run the server setup utility and correct the configuration. 1743-Slot X Drive Array - Logical Drive Erase Operation in Progress... ...Logical drives being erased are temporarily offline. - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 156
when the memory module is detached. * One or more logical drive(s) are configured for RAID fault tolerance level(s) that are not supported when the memory module is detached. * Configuration information indicates one or more hard drive(s) are located in drive bays that are inaccessible when the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 157
license key. Please re-attach drives to original controller or enter license key. Audible Beeps: None Possible Cause: The controller model does not support the configuration on the drives, or the license key is inactive or missing. Action: Re-attach drives to the original controller, or enter - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 158
board. If you believe the system board requires replacement, contact HP Technical Support ("Contacting HP" on page 185, "Contacting HP technical support or an authorized reseller" on page 185) before proceeding. • If the problem persists, replace the system board. 1757-Slot X Array Accelerator - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 159
setup utility and correct the configuration. 1761-Fixed Disk 1 Does Not Support Block Mode Audible Beeps: None Possible Cause: Fixed drive error detected critical error; please replace... ...(Controller is disabled until this problem is resolved) Audible Beeps: None Possible Cause: Array accelerator - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 160
Components (download from www.hp.com/support/proliantstorage): Model XYZ ( minimum version = ####) Audible Beeps: None Possible Cause: Drive firmware update needed. Action: The indicated drives are running firmware that is known to cause intermittent problems - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 161
has been automatically discarded. Action: Check the file system to determine whether any data has been lost. 1775-Slot X Drive Array - Storage Enclosure Cabling Problem Detected: SAS Port Y: OUT port of this box is attached to OUT port of previous box... ...Turn system and storage box power OFF and - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 162
HP technical support or an authorized reseller" on page 185) before proceeding. 3. Reboot the server after replacing each item: a. Drive backplane fan board b. Drive backplane c. I/O board 1777-Slot X Drive Array - Storage Enclosure Problem Port y: Unsupported ProLiant Storage System Detected - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 163
the cabling against the diagrams in the HP Smart Array Controller User Guide. b. If the routing is correct Enclosure Problem Detected..." on page 163). 1777-Slot X Drive Array - Storage Enclosure Problem Detected if removed. Check the LEDs. If the ProLiant Storage System power LED is amber instead of - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 164
connected securely, both to the drive and the system board. 3. Be sure the cables are the correct cables for the server model. 4. Run Insight Diagnostics ("HP Insight Diagnostics" on page 75) and replace failed components as indicated. Error messages 164 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 165
drive circuitry error detected. Action: Run Insight Diagnostics ("HP Insight Diagnostics" on page 75) and replace failed components to the latest firmware version ("Firmware maintenance" on page 80). 4. If the problem persists, replace the controller. 1784-Slot X Drive Array - Drive Failure... ... - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 166
. * Configuration information indicates drive positions beyond the capability of this controller. This may be due to drive movement from a controller that supports more drives than the current controller. To avoid data loss turn system power OFF and reattach drives to the original controller - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 167
Audible Beeps: None Possible Cause: A failed or replacement drive has not yet been rebuilt. Action: • Perform one of the following actions: o Press the F1 key to continue with recovery of data to the drive. Data will be automatically restored to drive X when a failed drive has been replaced, or to - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 168
Beeps: None Possible Cause: Hard drive error or wrong drive type detected. Action: 1. Run the server setup utility and correct the configuration. 2. If the problem persists, run Insight Diagnostics ("HP Insight Diagnostics" on page 75) and replace the failed assembly as indicated. Error messages 168 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 169
Hard drive error or wrong drive type detected. Action: 1. Run the server setup utility and correct the configuration. 2. If the problem persists, run Insight Diagnostics ("HP Insight Diagnostics" on page 75) and replace the failed assembly as indicated. 1792-Slot X Drive Array - Valid Data Found in - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 170
self-test. Depending on the array controller model, the cache may be disabled or the controller might not be usable until this problem is corrected. Action: Replace the array accelerator daughter board. 1799-Slot X Drive Array - Drive(s) Disabled due to Array Accelerator Data Loss... ...Select - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 171
components. 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. NOTE - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 172
the cause of the lockup. For more information, refer to the HP ROM-Based Setup Utility User Guide on the server Documentation CD or the SmartStart Support and Documents website (http://www.hp.com/support/smartstart/documentation). Automatic operating system shutdown initiated due to fan failure - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 173
Action: CAUTION: Before removing or replacing any processors, be sure to follow the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 16)." Failure to follow the recommended guidelines can cause damage to the system board, requiring replacement of the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 174
additional power supply (if applicable to the system). 2. If the problem persists, remove some of the installed options. System AC Power Problem (Power Supply X) Event Type: AC voltage problem Action: Check for any power source problems. System Fan Failure (Fan X, Location) Event Type: Fan failure - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 175
refer to the HP BladeSystem Maintenance and Service Guide on the HP website (http://www.hp.com/products/servers/proliant-bl/p-class/info). 2. Access the diagnostics. For more information, refer to the HP BladeSystem Maintenance and Service Guide on the HP website (http://www.hp.com/products/servers - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 176
resolve the problem. Stop when the problem is resolved. 1. Press the server blade management module reset button. 2. Replace the signal backplane. For more information, refer to the HP BladeSystem Maintenance and Service Guide on the HP website (http://www.hp.com/products/servers/proliant-bl/p-class - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 177
the problem. Stop when the problem is resolved. 1. Press the server blade management module reset button. 2. Reseat the interconnect device. For more information, refer to the HP BladeSystem Maintenance and Service Guide on the HP website (http://www.hp.com/products/servers/proliant-bl/p-class - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 178
the problem. Stop when the problem is resolved. 1. Press the server blade management module reset button. 2. Reseat the interconnect module. For more information, refer to the HP BladeSystem Maintenance and Service Guide on the HP website (http://www.hp.com/products/servers/proliant-bl/p-class - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 179
: Perform the following steps to resolve the problem. Stop when the problem is resolved. 1. Reseat the power supply. For more information, refer to the HP BladeSystem Maintenance and Service Guide on the HP website (http://www.hp.com/products/servers/proliant-bl/p-class/info). 2. Reseat the power - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 180
. See the section "Miscellaneous port 85 codes (on page 182)" for more information. 3. Reference the designated section in this guide for the appropriate troubleshooting steps. Processor-related port 85 codes Processor-related port 85 codes display in the format 3xh. IMPORTANT: Reboot the server - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 181
format 4xh. IMPORTANT: Reboot the server after completing each numbered step. If the error condition continues, proceed with the next step. To troubleshoot memory-related error codes: 1. Check the memory LEDs for any identified errors or failed DIMMs, and take corrective action. 2. Bring the server - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 182
properly. CAUTION: Before removing or replacing any processors, be sure to follow the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 16)." Failure to follow the recommended guidelines can cause damage to the system board, requiring replacement of the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 183
properly. CAUTION: Before removing or replacing any processors, be sure to follow the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 16)." Failure to follow the recommended guidelines can cause damage to the system board, requiring replacement of the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 184
continue to operate. Action: Confirm that the license agreement in use supports all of the installed processors. Message ID: 4169 Severity: Warning follow the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 16)." Failure to follow the recommended - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 185
part is required to address a system 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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 186
• Results from attempts to clear NVRAM Operating system information you need Depending on the problem, you may be asked for certain pieces of information. Be prepared to access the log (drwtsn32.log) if a user mode application, such as the Insight Agents, is having a problem Contacting HP 186 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 187
• An updated Emergency Repair Diskette • If HP drivers are installed: o Version of the each logical drive • Current level of Microsoft® Windows® Service Packs and Hotfixes installed • A list of each version • A detailed description of the problem and any associated error messages Linux operating - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 188
files) • If HP drivers are installed: o Version of the PSP used o List of drivers from the PSP • Printouts or electronic copies (to e-mail to a support technician) of: o , with the versions • A detailed description of the problem and any associated error messages SCO operating systems Collect the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 189
sdevice o /var/adm/messages (if PANIC messages are displayed) • If HP drivers are installed: o Version of the EFS used o List of • A detailed description of the problem and any associated error messages IBM or electronic copies (to e-mail to a support technician) of: o IBMLAN.INI o PROTOCOL.INI - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 190
, or e-Business o All services running at the time the problem occurred • A list of each Support, Entire Distribution, Developer System Support, or Core System Support • If HP drivers of the problem and any associated error messages • Printouts or electronic copies (to e-mail to a support technician) - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 191
Acronyms and abbreviations ABEND abnormal end ACPI Advanced Configuration and Power Interface ACU Array Configuration Utility ADG Advanced Data Guarding (also known as RAID 6) ADU Array Diagnostics Utility AMP Advanced Memory Protection ASR Automatic Server Recovery BMC baseboard management - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 192
ESD electrostatic discharge FBDIMM fully buffered DIMM FDT Firmware Deployment Tool HP SIM HP Systems Insight Manager HP SUM HP Smart Update Manager IDE integrated device electronics iLO Integrated Lights-Out iLO 2 Integrated Lights-Out 2 iLO 3 Integrated Lights-Out 3 IMD Integrated Management - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 193
component interconnect extended POST Power-On Self Test PPM processor power module PSP HP ProLiant Support Pack PXE preboot execution environment RBSU ROM-Based Setup Utility RIS reserve information sector RPM Red Hat Package Manager SAS serial attached SCSI Acronyms and abbreviations 193 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 194
SATA serial ATA SIM Systems Insight Manager SIMM single inline memory module SP1 Service Pack 1 SPP HP Service Pack for ProLiant SSD support software diskette TPM Trusted Platform Module UPS uninterruptible power system USB universal serial bus VCA Version Control Agent VCRM Version Control - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 195
problems 64 booting problems 41 booting the server 41 C cable problems 55 cables 18, 100, 105, 106 cables, troubleshooting 18 cables, VGA 53 cabling 87 cabling problem 57 connection problems 18, 55 contacting authorized reseller 184 contacting HP 184, 185 contacting technical support 184 controller - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 196
82 device driver information 88 diagnose tab, HP Insight Diagnostics 74 diagnosing problems 74 diagnostic tools 66, 71, 74 diagnostics drive problems 41, 42, 43, 102, 103 drive replaced, no problem found 103 drive time-out occurred 97 drivers 76, 88 drives 19, 20, 43 drives, troubleshooting 43 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 197
problems 36, 38 hardware supported 36 hardware troubleshooting 36, 38, 39, 41, 52 health driver 71 health LEDs 20 hot fixes 60 hot-plug PCI slot, power fault 126 how to use this guide 11 HP BladeSystem infrastructure error codes 174 HP Care Pack Services 79, 86 HP Enterprise Configurator 87 HP - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 198
ROM Flash Component Utility 78 online spare memory 68, 121, 136 online troubleshooting resources 85 operating system crash 59, 71 operating system problems 59, 60, 171 operating system updates 60 operating system version support 77, 88 operating systems 59, 60, 62, 77, 88, 185 operating systems - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 199
product information resources 86 product installation resources 86 ProLiant Support Pack (PSP) 77 PSPs, overview 77 troubleshooting 85 response time 45 restoring 61 revision history 8, 9 RIS (Remote Installation Services) 97, 102, 103 ROM error 63, 123, 127, 131 ROM legacy USB support 73 ROM problems - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 200
Service errors 62 software failure 62 software problems 59 software resources 66, 88 software troubleshooting 59, 62 specifications, option 86 specifications supply) 37, 38 USB drive key 45, 82, 83 USB support 73 using this guide 11 utilities 66 utilities, deployment 66 V VCRM (Version Control - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 201
W warning messages 108, 109 warnings 13, 86 website, HP 85, 86 websites, reference 22, 85 what's new 8 when to reconfigure or reload software 61 white papers 85, 87 Windows Event Log processor error codes 182 Index 201
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HP Proliant Servers
Troubleshooting Guide
Abstract
This document describes common procedures and solutions for the many levels of troubleshooting for HP ProLiant G7 and earlier servers. This
document is intended for the person who installs, administers, and troubleshoots servers or server blades. HP assumes you are qualified in the
servicing of computer equipment and trained in recognizing hazards in products with hazardous energy levels.
Part Number: 375445-404
August 2013
Edition: 13