HP ProLiant DL380 G3 with MSA1000 HP ProLiant Servers Troubleshooting Guide
HP ProLiant DL380 G3 with MSA1000 Manual
View all HP ProLiant DL380 G3 with MSA1000 manuals
Add to My Manuals
Save this manual to your list of manuals |
HP ProLiant DL380 G3 with MSA1000 manual content summary:
- HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 1
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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 2
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 or omissions contained herein. Microsoft, Windows, and Windows Server are U.S. registered trademarks of - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 3
Getting started...13 HP ProLiant 100 Series Server troubleshooting information 13 How to use this guide ...13 Pre-diagnostic steps ...14 Important safety information ...14 Symptom information ...17 Prepare the server for diagnosis...17 Common problem resolution ...20 Loose connections ...20 Service - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 4
Errors occur after the system software is changed 65 Errors occur after an application is installed 65 ROM problems ...66 Remote ROM flash problems ...66 Boot problems...67 Software tools and solutions ...69 Configuration tools ...69 SmartStart software ...69 HP ROM-Based Setup Utility ...69 Array - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 5
firmware ...84 HP Smart Update Manager deployment 85 ROM Update Utility ...86 Unsupported processor stepping with Intel® processors 87 Unsupported processor stepping with AMD processors 87 HP resources for troubleshooting 88 Online resources ...88 HP Technical Support website...88 HP Guided - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 6
board and processor installation instructions, and board layouts ...90 External cabling information ...90 Power capacity ...90 Product configuration resources ...90 Device driver information ...90 DDR3 memory configuration...91 Operating System Version Support...91 Operating system installation and - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 7
Error (Slot X, Memory Module Y 176 HP BladeSystem p-Class infrastructure error codes 176 Server blade management module error codes 177 Power management module error codes 180 Port 85 codes and iLO messages ...181 Troubleshooting the system using port 85 codes 181 Processor-related port 85 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 8
's new The twelfth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-403, includes the following additions and updates: • Updated Power source problems (on page 39) • Updated HP SIM reports a drive fault on a hard drive managed by an HP Smart Array controller (on page 46 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 9
edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-401, included the following additions and updates: • Added a new section to Getting started (on page 13): Performing processor procedures in the troubleshooting process (on page 18) • Updated Breaking the server down to the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 10
The eighth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx8, included the following additions and updates: • Added information to the introduction for the server power-on problems flowchart (on page 28). • Added new steps to Power problems (on page 39). • Added a new - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 11
) The seventh edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx7, included the following additions and updates: • Added new information about Server updates with an HP Trusted Platform Module and BitLocker™ enabled (on page 23) to Common problem resolution (on page 20 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 12
of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx3, included the following changes: • Updated SCSI hard drive guidelines • Added hot-plug SCSI hard drive LED combinations (on page 22) • Updated diagnostic flowcharts (on page 24) • Added operating system problems (on page - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 13
started HP 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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 14
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 15
the risk of injury from electric shock, remove all power cords to completely disconnect power from the system. Warnings and cautions WARNING: Only authorized technicians trained by HP should attempt to repair this equipment. All troubleshooting and repair procedures are detailed to allow only - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 16
is unstable when not fastened to the rails. • When mounting the server in a rack, remove the power supplies and any other removable module to reduce the overall weight of the product. CAUTION: To properly ventilate the system, you must provide at least 7.6 cm (3.0 in) of clearance at the front - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 17
, ESD wrist strap, and software utilities, necessary to troubleshoot the problem. o You must have the appropriate Health Drivers and Management Agents installed on the server. To verify the server configuration, connect to the System Management Homepage and select Version Control Agent. The VCA - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 18
model before performing any steps that require installing, 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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 19
to isolate the issue with the configuration above, you will then remove all but one of the additional processors. CAUTION: Before removing or replacing any processors, be sure to follow the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 18)." Failure - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 20
the appropriate server model, and then click the Troubleshoot a Problem link on the product page. Firmware updates Download firmware updates from the following locations: • The HP Smart Components available on: o The HP ProLiant Firmware Maintenance CD or DVD o The HP Smart Update Firmware DVD o The - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 21
.www2.hp.com/bizsupport/TechSupport/Document.jsp?lang=en&cc=us&objectID=c008 68283&jumpid=reg_R1002_USEN). Hard drive guidelines SAS and SATA hard drive guidelines When adding hard drives to the server, observe the following general guidelines: • The system automatically sets all drive numbers. • If - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 22
. One or more of the following conditions may exist: • The drive is 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 drive failure or subsystem - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 23
key • Updating firmware (on page 84) • Upgrading critical early boot components • Upgrading the system board to replace or remove the TPM • Disabling or clearing the TPM • Moving a BitLocker™-protected drive to another server • Adding an optional PCI device, such as a storage controller or network - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 24
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 and tc series servers. Select the product, and then locate the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 25
Select Support, Drivers and Manuals, and then select the product. Select Manuals, and then locate the 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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 26
Start diagnosis flowchart Use the following flowchart to start the diagnostic process. General diagnosis flowchart Diagnostic flowcharts 26 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 27
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 27 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 28
. 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). Symptoms: • The server does not power on. • The system power LED is off or amber. • The external health LED is - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 29
Diagnostic flowcharts 29 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 30
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 30 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 31
Symptoms: • The server does not power on. • The system power LED is 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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 32
POST problems flowchart Symptoms: • Server 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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 33
Server and p-Class server blade POST problems flowchart Diagnostic flowcharts 33 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 34
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 34 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 35
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 connect to the server blade, and then restart the server blade. Diagnostic flowcharts 35 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 36
causes: • Improperly seated or faulty internal or external component • Unsupported component installed • Redundancy failure • System overtemperature condition Server and p-Class server blade fault indications flowchart Some servers have an internal health LED and an external health LED, while other - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 37
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 37 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 38
c-Class server blade fault indications flowchart Diagnostic flowcharts 38 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 39
provided in "Performing processor procedures in the troubleshooting process (on page 18)." Failure to follow the recommended guidelines can cause damage to the system board, requiring replacement of the system board. Power problems Power source problems Action: 1. Press the Power On/Standby button - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 40
the HP Power Advisor on the HP website (http://www.hp.com/go/hppoweradvisor). 4. If running a redundant configuration, be sure that all of the power supplies in the system are the same. For a list of 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 41
, see the HP support website (http://www.hp.com/support). 3. Be sure the new hardware is installed properly. To be sure all requirements are met, see the device, server, and OS documentation. Common problems include: o Incomplete population of a memory bank o Installation of a processor without - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 42
. Unknown problem Action: 1. Power down and disconnect power to the server. 2. Following the guidelines and cautionary information in the server documentation, reduce the server to the minimum hardware configuration by removing all cards or devices that are not necessary to start the server. Keep - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 43
have already verified that the processor, PPM, power supply, and memory are working before getting to this point, replace the system board. If not, be sure each of those components is working. o If the system boots and video is working, add each component back to the server one at a time, restarting - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 44
Internal system problems 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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 45
the correct, current driver is installed. Diskette drive problems Diskette drive light systems). 3. Be sure the diskette is properly inserted. Remove the diskette and reinsert correctly into the drive. 4. Be sure the diskette drive is cabled properly. Refer to the server documentation. A problem - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 46
the hard drive. See the server maintenance and service guide. • If the drive fault LED is not flashing and the operating system supports HP Insight Diagnostics, version 7.40 or later ("HP Insight Diagnostics" on page 77), perform the following: a. Run the Smart Array SCSI Diagnosis feature (on - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 47
Be sure no power problems (on page 39) exist. 2. Check for loose connections (on page 20). 3. Be sure that the controller supports the hard drives being installed. 4. Be sure the controller has the most recent firmware. 5. If the controller supports license keys and the configuration is dual domain - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 48
. HP recommends that hard drives have a minimum of 15 percent free space. 2. Review information about the operating system encryption technology, which can cause a decrease in server performance. For more information, see the operating system documentation. SD card problems System does not boot from - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 49
access panels, and then attempt to restart the server. 2. Be sure the fan configuration meets the functional requirements of the server. Refer to the server documentation. 3. Be sure no ventilation problems exist. If you have been operating the server for an extended period of time with the access - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 50
• HP is not liable for blocked data access caused by improper TPM use. For operating instructions, see the encryption technology feature documentation provided by the operating system. Memory problems General memory problems are occurring Action: • Isolate and minimize the memory configuration. Use - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 51
a supported configuration. See the server documentation. 3. Be sure the memory modules are seated properly ("DIMM handling guidelines" on page 21). 4. Be sure no operating system errors are indicated. 5. Restart the server and check to see if the error message is still displayed. 6. Run HP Insight - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 52
error. If the system is configured with HP iLO 2 Firmware version 1.77 or later, the IML message reports the following message: Memory Configuration Error: System boot halted For more information, see the server documentation on the HP website (http://www.hp.com/support). PPM problems Action: If the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 53
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 provided in "Performing processor procedures in the troubleshooting process (on - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 54
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 the logs-based Device Analysis Test instead. 2. Run the Media Assessment Test in HP StorageWorks Library - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 55
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 DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 56
switch on the system board. See the server documentation. 9. If the video expansion board is installed in a PCI hot-plug slot, be sure the slot has power by checking the power LED on the slot, if applicable. See the server documentation. 10. Be sure the server and the OS support the video expansion - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 57
is not corrupted by replacing the driver. 5. Restart the system and check whether the input device functions correctly after the server restarts. 6. Replace the device with a known working equivalent device (another similar mouse or keyboard). o If the problem still occurs with the new mouse or - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 58
with HP ProLiant p-Class server blades. Action: If the local I/O cable does not have hot-plug functionality, be sure you are not using a PS/2 keyboard or mouse. With a PS/2 keyboard or mouse, the local I/O cable cannot be connected as a hot-plug device. Connect the local I/O cable before booting the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 59
rings than the answering machine. b. Restart the server, and then reattempt the connection. Modem does not it. 3. Be sure you are dialing the correct telephone number. 4. Be sure the modem on the other end is the most basic string possible to perform the task. The default initialization problems 59 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 60
guidelines on adding or replacing PCI Hot Plug devices, if applicable. 5. Be sure the server and operating system support the controller. Refer to the server and operating system documentation. 6. Be sure the controller is enabled in RBSU. 7. Check the PCI Hot Plug power LED to be sure the PCI slot - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 61
. 2. Be sure the server and operating system support the controller. Refer to the server and operating system documentation. 3. Be sure the new expansion board has not changed the server configuration, requiring reinstallation of the network driver. a. Uninstall the network controller driver for the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 62
or hardware to verify that they are not the cause. • 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 187). For more information - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 63
system update: 1. Perform a full system 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). Software problems - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 64
to the instructions for using this utility. 2. Be sure the server has adequate resources (processor speed, hard drive space, and memory) for the software. 3. Be sure the server ROM is current and the configuration is correct. 4. Be sure you have printed records of all troubleshooting information you - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 65
more information, see the operating system documentation. Linux operating systems For 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 Software locks up Action - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 66
, an error message is displayed describing the problem, and then the program exits. Obtain administrative privileges for the target computer, and then restart the process. Be sure the remote registry service is running on a Windows®-based system. Invalid or incorrect command-line parameters If - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 67
the firmware updates are complete. For information on performing ROM updates, see "Firmware maintenance (on page 82)." For information on BitLocker™, see BitLocker™ for servers on the Microsoft website (http://www.microsoft.com). Boot problems Server does not boot Possible cause: • The system ROMPaq - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 68
("HP ROM-Based Setup Utility" on page 69). Server blades If the system ROM is corrupted, the system automatically switches to the redundant ROM in most cases. If the system does not automatically switch to the redundant ROM, perform the following steps: 1. Power down the server. 2. Remove the server - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 69
Toolkit, see the HP website (http://www.hp.com/servers/sstoolkit). HP ROM-Based Setup Utility RBSU is a configuration utility embedded in ProLiant servers that performs a wide range of configuration activities that can include the following: • Configuring system devices and installed options - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 70
• Displaying system information • Selecting the primary 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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 71
keyboard and mouse. 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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 72
, see the HP Smart Array Controllers for HP ProLiant Servers User Guide on the HP website (http://bizsupport2.austin.hp.com/bc/docs/support/SupportManual/c01608507/c01608507.pdf). To configure arrays, see the Configuring Arrays on HP Smart Array Controllers Reference Guide on the HP website (http - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 73
the Configuring Arrays on HP Smart Array Controllers Reference Guide on the HP website (http://bizsupport1.austin.hp.com/bc/docs/support/SupportManual/c00729544/c00729544.pdf). Re-entering the serial number and product ID • When re-entering the serial number and product ID on an HP ProLiant G4 or G5 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 74
RBSU. The server will automatically reboot. • When re-entering the serial number and product ID 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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 75
the system and provides a choice (if more than one exists) of available firmware revisions. For more information, see the Download drivers and software page for the server. To access the server-specific page, enter the following web address into the browser: http://www.hp.com/support/ - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 76
up to six server administrators. • Remotely mount high-performance Virtual Media devices to the server. • Securely and remotely control the power state of the managed server. • Send alerts from iLO 3 regardless of the state of the host server. • Access advanced troubleshooting features through the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 77
server installations, troubleshoot problems, and perform repair validation. HP Insight Diagnostics Offline Edition performs various in-depth system and component testing while the OS is not running. To run this utility, launch the SmartStart CD. HP Insight Diagnostics Online Edition is a web-based - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 78
, or it can be installed through the HP PSP ("ProLiant Support Packs" on page 80). NOTE: The current version of SmartStart provides the memory spare part numbers for the server. To download the latest version, see the HP website (http://www.hp.com/support). Integrated Management Log The IML records - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 79
based on your product's service level. Notifications may be sent to your authorized HP Channel Partner for on-site service, if configured and available in your country. The software is available in two variants: • HP Insight Remote Support Standard: This software supports server and storage devices - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 80
.www1.hp.com/products/servers/management/psp.html). Operating system version support Refer to the operating system support matrix (http://www.hp.com/go/supportos). Firmware The Smart Update Firmware DVD is an organized firmware collection for ProLiant servers and options powered by HP Smart Update - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 81
SUM and to access the HP Smart Update Manager User Guide, see the HP website (http://www.hp.com/go/hpsum/documentation). System Online ROM flash component utility This utility is not available on HP ProLiant G6 servers or later. For more information, see "Firmware (on page 80)." The Online ROM Flash - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 82
• Support new features • Correct problems in a previous firmware version Without the correct firmware version, the server and hardware options may not function properly. Types of ROM Types of ROMs include: • System ROM (on page 82) • Option ROMs (on page 83) System ROM All ProLiant servers have - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 83
image existing on the target server is made in the ROM image backup subdirectory: \CPQSYSTEM\FWBACKUP\SYSTEM For additional information, see the HP Online ROM Flash User Guide on the HP website (http://www.hp.com/support/smartstart/documentation). Option ROMs Smart Components for option ROMs provide - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 84
). For manual firmware updates, download the current firmware from the HP website (http://www.hp.com/support). ROMPaq utility diskette or USB drive key The bootable ROMPaq diskette or USB drive key contains all the necessary system files, option ROM image files, and the configuration files required - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 85
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 Enhanced SoftPaq download contains utilities to restore or upgrade the System ROM on ProLiant servers: • ROMPaq Diskette A Windows-based utility - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 86
User Guide on the HP website (http://www.hp.com/go/hpsum/documentation). ROM Update Utility The ROM update utility is being replaced by HP SUM ("HP Smart Update Manager" on page 80). The ROM Update Utility is offline ROM flash technology. To access the ROM Update Utility: 1. Boot the server from - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 87
CD 7.0 or later o HP Smart Update Firmware DVD 2. Select the Maintenance tab. Unsupported processor stepping with Intel® processors For systems based on Intel® processors, you must update the system ROM to support new steppings (revisions) of processors. System ROM for HP servers contains the Intel - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 88
to the HP website (http://www.hp.com/go/bizsupport). Select the appropriate server model, and then click the Troubleshoot a Problem link on the product page. Subscription services HP offers subscription services to keep customers informed on the latest product information, driver updates, software - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 89
Overview of server features and installation instructions Refer to the server user guide on the Documentation CD or on the HP Business Support Center website (http://www.hp.com/go/bizsupport). Key features, option part numbers Refer to the QuickSpecs on the HP website (http://www.hp.com). Server and - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 90
For all HP ProLiant BL server blades, see the HP BladeSystem Power Sizer on the HP website (http://www.hp.com/go/bladesystem/powercalculator). Product configuration resources Device driver information Refer to driver information on the HP Software and Drivers website (http://www.hp.com/support). HP - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 91
system installation documentation that ships with the server. Server configuration information Refer to the server user guide on the Documentation CD, the server installation poster shipped with the server, and the SmartStart installation poster (if the server supports SmartStart) in the HP ProLiant - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 92
for the server management system 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). Fault tolerance, security, care and maintenance, configuration and setup Refer to the server documentation available - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 93
. 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. WARNING: To avoid potential problems, ALWAYS read the warnings and cautionary - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 94
Configured problem usually occurs when a problem with the drive or drives occurs. Action: Resolve the problem excessive ECC errors detected during use of the memory associated with that cache line. Action: no longer in use. Description: The number of cache lines experiencing excessive ECC errors - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 95
Configuration Utility" on page 72) to reinitialize the array accelerator board. Accelerator Status: Possible Data Loss in Cache Description: Possible data loss was detected during power : Valid data was found in posted-write memory at reinitialization. Data will be flushed to disk. Action: No error - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 96
problem slot. Action: Run the server setup utility. Array Accelerator Battery powered-on hours. Board in Use by Expand Operation Description: Array accelerator memory RAID ADG volume is configured but the ADG Enabler of the RAM Chips Description: Cache has been disabled due to a large number of ECC - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 97
for this controller. Action: Run the server setup utility to configure the NVRAM. Controller Firmware Needs Upgrading Description: Controller firmware is below the latest recommended version. Action: Update the controller to the latest firmware version ("Firmware maintenance" on page 82). Controller - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 98
operating system device driver. Action: Restart the system. Run ACU ("Array Configuration Utility" on page 72) to reinitialize the array accelerator board. Drive (Bay) X Firmware Needs Upgrading Description: Firmware on this physical drive is below the latest recommended version. Action: Update the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 99
OK by the firmware, in one of three possible scenarios: the drive was replaced in a non-fault-tolerant configuration; more drives were replaced than the configured fault-tolerant-configuration mode could sustain; or the storage enclosure was powered down before the server, preventing the drive - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 100
: HP stores the hard drive configuration information in the RIS. If multiple errors occur, the drive may need to be replaced. FYI: Drive (Bay) X is Third-Party Supplied Description: Third-party supplied the installed drive. Action: If problems exist with this drive, replace it with a supported drive - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 101
system that has also been previously configured. Action: Run the server setup utility to configure the controller and NVRAM. Insufficient adapter resources Description: The adapter does not have sufficient resources to perform the batteries do not recharge within 36 powered-on hours. Less Than 75% of - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 102
, follow the procedures for correcting problems when an incorrect drive is replaced power up, the system does not detect a configured physical drive or an external storage unit that was previously detected before the last system performance will be less than optimal until after the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 103
with a new drive. CAUTION: Do not run the server setup utility and try to reconfigure, or data will be lost. Loose Cable Detected - Logical Drives May Be Marked FAILED Until Corrected Description: At power up, the system does not detect a configured physical drive or an external storage unit that - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 104
the same firmware revision. Other Controller Indicates Different Cache Size Description: The other controller in the redundant controller configuration has a different size array accelerator. Action: Be sure both controllers are using the same capacity array accelerator. Processor Reduced Power Mode - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 105
Upgrading Description: Drive firmware may cause problems and should be upgraded. Action: Update the drive to the latest firmware version ("Firmware maintenance" on page 82). SCSI Port X, Drive ID Y Has Exceeded the Following Threshold(s) Description: The monitor and performance threshold for this - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 106
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 been updated. The array accelerator board may remain disabled until it is reinitialized. Action: Run the server setup utility to - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 107
system. Action: Update all drives to the latest firmware version ("Firmware configuration is not supported. Action: Refer to the server Power Supply Failure... ...SOLUTION: Replace the power supply. Description: A power supply in the external storage unit has failed. Action: Replace the power supply - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 108
't solve the problem, then power down system and move the drives back to the original controller. Description: You have exceeded the maximum number of drives supported for this controller, and the connected controller was not part of the original array configuration. Action: 1. Update the controller - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 109
the problem then power down system then move drives back to the original controller. Description: The current firmware version on the controller cannot interpret the configuration information on the connected drives. Action: Update the controller to the latest firmware version ("Firmware maintenance - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 110
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 187) before proceeding. 2. Remove one of the controllers in the configuration and - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 111
has failed. Action: 1. Power down the server. 2. Be sure the controller is fully seated. 3. 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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 112
the drive. WARNING - Mixed Feature Processors 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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 113
in EISA NVRAM. Action: Check the diagnosis screen for other error messages. Run the server setup utility to update the system configuration. ADU version 8.0 through 8.28 error messages This section contains a complete alphabetical list of all ADU ("Array diagnostic software" on page 78) error - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 114
memory or capacitor hardware failure has been detected. Action: Contact HP support ("Contacting HP" on page 187). Array Accelerator: This controller's firmware is not backward compatible with the cache module revision. Action: Upgrade the controller to the latest firmware. If the problem persists - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 115
is observed after moving a configured array of drives from another controller, then upgrade the firmware on this controller. Also, check if the cache module is installed. Install the cache module if not present. If this doesn't solve the problem, power down the server and move the drives back - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 116
is observed after moving a configured array of drives from another controller, then upgrade the firmware on this controller. Also, check if the cache module is installed. Install the cache module if not present. If this doesn't solve the problem, power down the server and move the drives back - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 117
is observed after moving a configured array of drives from another controller, then upgrade the firmware on this controller. Also, check if the cache module is installed. Install the cache module if not present. If this doesn't solve the problem, power down the server and move the drives back - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 118
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 187). Logical drive state: A logical drive is configured with a newer version of Storage/Config - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 119
. Normal operations can occur; however, performance will be less than optimal during the rebuild system restart is needed. Action: Restart the server. NVRAM Error: Bootstrap NVRAM image failed checksum test... ...and could not be restored. This error may or may not be recoverable. A firmware update - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 120
Action: Update the controller firmware. If the update fails, contact HP support ("Contacting HP" on page 187). Physical Drive State: The data on the physical drive is being rebuilt. Action: No action is required. Normal operations can occur; however, performance will be less than optimal during the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 121
is observed after moving a configured array of drives from another controller, then upgrade the firmware on this controller. Also, check if the cache module is installed. Install the cache module if not present. If this doesn't solve the problem, power down the server and move the drives back - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 122
soon as possible. Smart SSD State: SSD has Power off the enclosure immediately. Be sure that all the fans are connected and operating properly. Replace any defective fans. For better airflow remove any dust buildup from fans or other areas. If the problem persists, contact HP support ("Contacting HP - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 123
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 124
enabled and indicates the amount of memory reserved for this feature. Action: None. An Unexpected Shutdown occurred prior to this power-up Audible Beeps: None Possible Cause: The server shut down because of an unexpected event on the previous boot. Action: Check the System Management Log or OS Event - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 125
number HP Insight Diagnostics" on page 77). CAUTION: Before replacing or reseating any processors, be sure to follow the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 18)." Failure to follow the recommended guidelines can cause damage to the system - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 126
Possible Cause: The System ROM is not properly programmed. Action: Replace the physical ROM part. Fibre Channel Mezzanine/Balcony Not Supported. Audible Beeps: 2 short Description: The Fibre Channel adapter is not supported on the server. Action: Install the supported Fibre Channel adapter. High - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 127
in "Performing processor procedures in the troubleshooting process (on page 18)." Failure to follow the recommended guidelines can cause damage to the system board, requiring replacement of the system board. 2. Replace any failed components as indicated, including processors and PPMs. Invalid memory - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 128
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 processors are the same speed. - System - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 129
is not connected to the server or a keyboard failure has occurred. Action: 1. Power down the server, and then reconnect the keyboard. 2. Be sure no keys are depressed or stuck. 3. If the failure reoccurs, replace the keyboard. Parity Check 2 - System DIMM Memory Audible Beeps: None Possible Cause - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 130
in "Performing processor procedures in the troubleshooting process (on page 18)." Failure to follow the recommended guidelines can cause damage to the system board, requiring replacement of the system board. See the server documentation for supported processors. If the processor is supported, remove - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 131
to follow the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 18)." Failure to follow the recommended guidelines can cause damage to the system board, requiring replacement of the system board. Correct the processor configuration. Error messages 131 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 132
: The power supply in bay X is not 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). Unsupported Processor Detected System will ONLY boot ROMPAQ Utility. System Halted - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 133
... The BIOS will not configure this card. It must be configured properly by the OS or driver. Audible Beeps: 2 short Possible Cause: Only Type 0 and Type 1 Header PCI Devices are configured by the system ROM. The device will not work unless the OS or device driver properly configure the card - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 134
system will run in Full Performance mode. Audible Beeps: None Possible Cause: The system is configured for HP Static Low mode and the current processor cannot support this mode. Action: For more information about the Power Regulator for ProLiant option, see the HP ROM-Based Setup Utility User Guide - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 135
, and similar devices. 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 187) before proceeding. Action: Contact an authorized service provider for - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 136
("HP Insight Diagnostics" on page 77) and replace failed components as indicated. 162-System Options Not Set Audible Beeps: 2 long Possible Cause: Configuration is incorrect. The system configuration has changed since the last boot (addition of a hard drive, for example) or a loss of power to - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 137
in "Performing processor procedures in the troubleshooting process (on page 18)." Failure to follow the recommended guidelines can cause damage to the system board requiring replacement of the system board. Populate the processor socket or remove the DIMM. 207-Invalid Memory Configuration - DIMMs - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 138
. 207-Invalid Memory Configuration - Single channel memory... ...mode supports a single DIMM installed in DIMM socket 1. Please remove all other DIMMs or install memory in valid pairs. System Halted. Audible Beeps: 1 long, 1 short Possible Cause: DIMMs are installed in pairs, but the server is in - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 139
: Install or reinstall memory boards sequentially. 209-Invalid Lockstep memory configuration Audible Beeps: 1 long, 1 short Possible Cause: The memory is not installed properly to support Lockstep mode. Action: See the server documentation for supported Lockstep memory configurations. Error messages - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 140
("HP Insight Diagnostics" on page 77). CAUTION: Before removing or replacing any processors, be sure to follow the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 18)." Failure to follow the recommended guidelines can cause damage to the system board - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 141
. 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 187) before proceeding. 2. Run Insight Diagnostics ("HP Insight Diagnostics" on page 77) and - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 142
of the conflict. 2. Run the server setup utility to reassign resources for the parallel port and manually resolve the resource conflict. 3. Run Insight Diagnostics ("HP Insight Diagnostics" on page 77) and replace failed components as indicated. 600 Series 601-Diskette Controller Error Audible Beeps - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 143
Beeps: 2 short Possible Cause: Both external and internal serial ports are assigned to COM X. Action: Run the server setup utility and correct the configuration. 1600 Series 1609 - The server may have a failed system battery. Some... ...configuration settings may have been lost and restored to - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 144
system will function and retain configuration settings if the system is connected to the AC power source. Action: Replace battery (or add external battery). 1610-Temperature Violation Detected. - Waiting 5 Minutes for System to Cool ...Press Esc key to resume booting without waiting for the system - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 145
to be sure they are working. 2. Be sure each fan cable is properly connected, if applicable, and each fan is properly seated. 3. If the problem persists, replace the failed fans. 1611-Fan x Not Present (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 146
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 Detected. Single fan... ...failure. Assembly will provide adequate cooling. Audible Beeps: None - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 147
cooling. -System Halted! Audible Beeps: None Possible Cause: Power supply is improperly configured. Action: Run the server setup utility and correct the configuration. 1700 Series 1700-Slot X Drive Array - Please replace Array Accelerator Battery... ...The Array Accelerator Cache will be enabled - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 148
currently running does not support virtual DMA service. Action: Load or update the device driver appropriate for the operating system. 1706-The Extended BIOS Data Area in Server Memory has been Overwritten... ...Smart Array Interrupt 13h BIOS Cannot Continue - System Halted Audible Beeps: None - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 149
NVRAM on the specified Smart Array controller is corrupt or invalid. Action: 1. Update the controller with the latest firmware version. 2. If the problem still exists, replace the controller. 1708 - Slot X Drive Array Controller - Bootstrap NVRAM restored from backup. System restart required Audible - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 150
after restarting system. Audible Beeps: None Possible Cause: Flash ROM is failing. The controller detects a checksum failure, but is unable to reprogram the backup ROM. Action: 1. Update the controller to the latest firmware version ("Firmware maintenance" on page 82). 2. If the problem persists - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 151
, if removed. 1718-Slot X Drive Array Device discovery found more devices attached to this controller than firmware currently supports... ...Some devices are ignored. Audible Beeps: None Possible Cause: The firmware does not support the number of devices currently attached to the controller. Action - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 152
. Audible Beeps: None Possible Cause: The logical drive configuration has been updated automatically following physical drive position changes. Action: No action is required. 1725-Slot X Drive Array-Optional SIMM (Memory Module) Problem Detected Audible Beeps: None Possible Cause: SIMM has been - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 153
of drives that was connected when the power was off. The logical drive configuration information 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 is required. 1727 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 154
c-Class Enclosure Troubleshooting Guide on the HP website (http://www.hp.com/support/BladeSystem_Enclosure_TSG_en). 1735-Slot X Drive Array - Unsupported Redundant Cabling Configuration Detected... ...Multiple paths to the same enclosure/drives are not supported by this Smart Array firmware version - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 155
instructions, see the encryption technology feature documentation provided by the operating system. 1737-Slot X Drive Array - Redundant Cabling Configuration has excess Device Paths... ...Redundant I/O paths to some devices attached to the controller are exceeding per device limit by firmware - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 156
until the problem is resolved. device in a supported manner for dual-domain redundant path support, see the product user guide. 1740-Fixed Disk 0 failed Set Block Mode Audible Beeps: None Possible Cause: Fixed drive error detected. Action: Run the server setup utility and correct the configuration - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 157
disk drive(s) will be blank upon Configuration Utility (on page 72) (all drive types). • Perform firmware version does not support the attached drive enclosure. Action: Upgrade the controller, or detach the expander-based storage connections. 1747-Slot X Drive Array - Unsupported Array Configuration - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 158
run ACU ("Array Configuration Utility" on page 72) to discard the current array and create a new configuration. If access supported battery packs with the correct part number. 1749-Slot X Drive Array - Array Accelerator Flash Memory being erased... ...Accelerator will be reenabled when flash memory - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 159
. 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 187) before proceeding. • If the problem persists, replace the system board. Error messages 159 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 160
, contact HP Technical Support ("Contacting HP" on page 187) before proceeding. b. Replace the system board. 1760-Fixed Disk 0 does not support Block Mode Audible Beeps: None Possible Cause: Fixed drive error detected. Action: Run the server setup utility and correct the configuration. 1761 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 161
does not support the attached Array Accelerator module type. Action: Upgrade the controller firmware, or replace the Array Accelerator module. 1763-Slot X Drive Array - Array Accelerator daughtercard critical error; please replace... ...(Controller is disabled until this problem is resolved) Audible - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 162
using ROM Flash 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. Update all drives to the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 163
detected. Action: Run the server setup utility and correct the configuration. 1774-Slot X Drive 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 check cables. Drives in this box and connections beyond it will - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 164
the LEDs. If the ProLiant Storage System power LED is amber instead of green, this indicates a redundant power supply failure. • If the message indicates to check SCSI cables, do the following: a. Compare the cabling against the diagrams in the HP Smart Array Controller User Guide. b. If the routing - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 165
the internal plenum cooling fan in tower servers or storage systems is operational. If the fan is not operating, check for obstructions and check all internal connections. • Replace the unit side panel if removed. Check the LEDs. If the ProLiant Storage System power LED is amber instead of green - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 166
Be sure any jumpers are set correctly. 2. Be sure power and drive cables are 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 77) and replace failed components - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 167
detected. Action: Run Insight Diagnostics ("HP Insight Diagnostics" on page 77) and bridge disabled; check System ROM version] * [PDPI not found] * [PDPI disabled; check System ROM version] Update the controller to the latest firmware version ("Firmware maintenance" on page 82). 4. If the problem - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 168
supports more drives than the current controller. To avoid data loss turn system power OFF and reattach drives to the original controller. * Configuration information indicates drives were configured on a controller with a newer firmware : • Perform one of the following actions: Error messages 168 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 169
the drive. The failed drive will not be rebuilt and the system will continue to operate in a failed will remain disabled. Select "F2" to reset configuration - all data will be lost. Audible Beeps: None Possible Cause: • Replacement drives may have been installed in the wrong drive bays. • A bad power - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 170
Interim Recovery Mode will be enabled if configured for fault tolerance. Audible Beeps: None Possible Cause: Drives that were working when the system was last used are now missing or are not starting up. A possible drive problem or loose cable exists. Action: 1. Power down the system. 2. Be sure all - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 171
was interrupted while data was in the array accelerator memory. Power was then restored within several days, and the data in the array accelerator was flushed to the drive array. Action: No action is required. No data has been lost. Perform orderly system shutdowns to avoid leaving data in the array - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 172
logical drives. After pressing the F2 key, check the integrity of the file system and restore lost data from backup. 1800 Series 1800-Slot X Drive Array - Array Accelerator Super-Cap is charging... ...The Array Accelerator Cache will be enabled once Super-Cap has been charged. No action is required - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 173
power module, replace the system board. ASR Lockup Detected: Cause Event Type: System lockup Action: Examine the IML ("Integrated Management Log" on page 78) to determine the cause of the lockup. For more information, refer to the HP ROM-Based Setup Utility User Guide on the server Documentation - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 174
website (http://www.hp.com/support/smartstart/documentation). Automatic operating system shutdown initiated due to fan failure Event Type: Fan failure Action: Replace the fan. Automatic Operating System Shutdown Initiated Due to Overheat Condition... ...Fatal Exception (Number X, Cause) Event Type - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 175
battery low Action: Replace the system configuration battery. System AC Power Overload (Power Supply X) Event Type: Power supply overload Action: 1. Switch the voltage from 110 V to 220 V or add an additional power supply (if applicable to the system). 2. If the problem persists, remove some of the - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 176
Uncorrectable error Action: Replace the memory module. If the problem persists, replace the memory board. HP BladeSystem p-Class infrastructure error codes The server blade management modules and power management modules contain service ports that enable service personnel to gather fault information - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 177
and Service Guide on the HP website (http://www.hp.com/products/servers/proliant-bl/p-class/info). Server blade management module power backplane A error codes LED code: 11-1, 11-2, 11-3, or 11-4 Location: Server blade power backplane A Action: Perform the following steps to resolve the problem - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 178
and Service Guide on the HP website (http://www.hp.com/products/servers/proliant-bl/p-class/info). Server blade management module power backplane B error codes LED code: 12-1, 12-2, 12-3, or 12-4 Location: Server blade power backplane B Action: Perform the following steps to resolve the problem - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 179
Service Guide on the HP website (http://www.hp.com/products/servers/proliant-bl/p-class/info). Interconnect Module A (6-Connector) Error Code LED code: 17-1 or 17-2 Location: Interconnect module - side A (6-connector) Action: Perform the following steps to resolve the problem. Stop when the problem - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 180
or 5-2 6-1 or 6-2 Action: 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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 181
display in the format 3xh. IMPORTANT: Reboot the server after completing each numbered step. If the error condition continues, proceed with the next step. To troubleshoot processor-related error codes: 1. Bring the server to base configuration by removing all components that are not required by - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 182
Replace the processor board, if applicable. 7. Replace the system board. IMPORTANT: If replacing the system board or clearing NVRAM, you must re-enter the server serial number through RBSU ("Re-entering the serial number and product ID" on page 73). Memory-related port 85 codes Memory-related port - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 183
DIMMs with a remaining bank of memory. 6. Replace the memory board, if applicable. 7. Replace the system board. IMPORTANT: If replacing the system board or clearing NVRAM, you must re-enter the server serial number through RBSU ("Re-entering the serial number and product ID" on page 73). Expansion - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 184
the serial number and product ID" on page 73). Miscellaneous port 85 codes To troubleshoot all other port 85 codes: IMPORTANT: Reboot the server after completing each numbered step. If the error condition continues, proceed with the next step. 1. Bring the server to base configuration by removing - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 185
X, socket X has corrected an excessive number of internal errors. The system will continue to operate. 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 18)." Failure to - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 186
Description: The system encountered an NMI prior to this boot. The NMI source was "Uncorrectable cache memory error." 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 18 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 187
a replacement 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 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 188
serial number o Number of processors and speed o Number of DIMMs and their size and speed o List of controllers and NICs o List of connected peripheral devices o List of any other optional HP or Compaq hardware o Network configuration • Specific software information: o Operating system information - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 189
o List of drivers from the PSP • The drive subsystem and file system information: o Number and size of partitions and logical drives o File system on each logical drive • Current level of Microsoft® Windows® Service Packs and Hotfixes installed • A list of each third-party hardware component - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 190
server, including the names, versions, dates, and sizes (can be taken directly from the CONFIG.TXT or SURVEY.TXT 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 SYS:SYSTEM\SYS - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 191
Driver use • The drive subsystem and file system information: o Number and size of partitions and logical drives o File system on each logical drive • Warp Server version used and: o Whether Entry, Advanced, Advanced with SMP, or e-Business o All services running at the time the problem occurred - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 192
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: o Number and size of partitions and logical - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 193
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 controller CCITT - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 194
direct memory access DU driver update ECC error checking and correcting EFS Extended Feature Supplement EISA Extended Industry Standard Architecture ESD electrostatic discharge FBDIMM fully buffered DIMM FDT Firmware Deployment Tool HP SIM HP Systems Insight Manager IDE integrated device electronics - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 195
NMI non-maskable interrupt NVRAM non-volatile memory OBDR One Button Disaster Recovery ORCA Option ROM Configuration for Arrays PCI-X peripheral component interconnect extended POST Power-On Self Test PPM processor power module PSP ProLiant Support Pack PXE Preboot Execution Environment Acronyms - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 196
Package Manager SAN storage area network SAS serial attached SCSI SATA serial ATA SIM Systems Insight Manager SIMM single inline memory module SP1 Service Pack 1 SSD support software diskette TPM trusted platform module UPS uninterruptible power system USB universal serial bus VCA Version Control - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 197
VCRM Version Control Repository Manager VGA video graphics array Acronyms and abbreviations 197 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 198
142 beep codes 122 BIOS Serial Console 70 blank screen 54 blue screen event 173 board in use by expand operation 95 board not attached 95 boot options 70 boot problems 66 booting problems 43 booting the server 43 C cable problems 57 cables 20, 102, 107, 108 cables, troubleshooting 20 cables, VGA 55 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 199
self repair (CSR) 186 D data loss 43 data recovery 43, 47 DDR3 memory configuration 90 deployment, offline 84 deployment, online 85 device driver information 89 diagnose tab, HP Insight Diagnostics 76 diagnosing problems 76 diagnostic tools 73, 74, 76 diagnostics 71 Diagnostics tasks 71 diagnostics - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 200
HP Care Pack Services 81, 88 HP Enterprise Configurator 89 HP Guided Troubleshooting website 87 HP Insight Diagnostics 76, 172 HP Insight Diagnostics survey functionality 76 HP Insight Remote Support software 78 HP ProLiant Essentials Foundation Pack 90 HP Smart Update Manager overview 79 HP Smart - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 201
operating systems supported 79, 90 option ROM 82 Option ROM Configuration for Arrays (ORCA) 72 Oracle Solaris 62, 191 ORCA (Option ROM Configuration for Arrays) 72 OS boot problems flowchart 33 overheating 175 P panic error 62 parallel port 141 parameters 65 parity errors 92, 99, 128 part numbers - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 202
, 131, 133, 184 product configuration resources 88 product information resources 88 product installation resources 88 ProLiant Support Pack (PSP) 79 PSPs, overview 79 Q QuickSpecs 88 R rack stability 15 rack warnings 15 RAID configuration 158 RAID memory 70, 123 RBSU (ROM-Based Setup Utility) 43, 68 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 203
157 unsupported processor configuration 110 unsupported processor stepping 86 unsupported wattage 129 updating the firmware 83, 86 updating the operating system 62 updating the system ROM 75, 86 UPS (uninterruptible power supply) 39, 40 USB drive key 47, 83, 84, 85 USB support 75 using this guide 13 - HP ProLiant DL380 G3 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 204
W warning messages 110, 111 warnings 15, 88 website, HP 87, 88 websites, reference 24, 87 what's new 8 when to reconfigure or reload software 63 white papers 87, 89 Windows Event Log processor error codes 184 Index 204
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: 375445-403
October 2011
Edition: 12