HP ProLiant DL380 G3 with MSA500 HP ProLiant Servers Troubleshooting Guide
HP ProLiant DL380 G3 with MSA500 Manual
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- HP ProLiant DL380 G3 with MSA500 | 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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 2
The information contained herein is subject 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 3
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 notifications...20 Firmware updates ...20 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 4
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 Configuration Utility ...72 Option ROM Configuration for Arrays 73 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 5
® processors 87 Unsupported processor stepping with AMD processors 87 HP resources for troubleshooting 88 Online resources ...88 HP Technical Support website...88 HP Guided Troubleshooting website 88 Server documentation ...88 White papers ...88 Service notifications, advisories, and notices - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 6
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 configuration - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 7
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 HP ...187 Contacting HP technical support or an authorized reseller 187 Customer - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 8
Introduction What's new The twelfth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-403, includes the following additions and updates: • Updated Power source problems (on page 39) • Updated HP SIM reports a drive fault on a hard drive managed by an HP Smart Array - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 9
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 minimum hardware configuration - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 10
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 section to Fan problems (on page 49): All fans - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 11
problems (on page 66) • Added Service Essentials Remote Support Pack to Software tools and solutions (on page 69) • Added TPM information to Firmware maintenance (on page 82) • Updated the ADU error messages (on page 93) section to reflect the supported versions for the messages in this document - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 12
edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx5, included the following additions: • Added three new c-Class server blade flowcharts: o c-Class server blade power-on problems flowchart (on page 30) o c-Class server blade POST problems flowchart (on page 34) o c-Class - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 13
to mean servers and server blades. This guide provides common procedures and solutions for the many levels of troubleshooting a ProLiant server-from the most basic connector issues to complex software configuration problems. To understand the sections of this guide and to identify the best starting - HP ProLiant DL380 G3 with MSA500 | 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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 15
installations. • Only one component is extended at a time. A rack may become unstable if more than one component is extended for any reason. WARNING: To reduce the risk of electric shock or damage to the equipment: • Do not disable the power cord grounding plug. The grounding plug is an important - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 16
to lift and stabilize the chassis during installation or removal. • The server 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 17
recommends you have access to the server documentation (on page 88) for server-specific information. o HP recommends you have access to the SmartStart CD for value-added software and drivers required during the troubleshooting process. Download the current version of SmartStart from the HP website - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 18
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 steps are documented to ensure that you do not - HP ProLiant DL380 G3 with MSA500 | 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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 20
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 website (http://www.hp.com/support) • The - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 21
of the same 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 state drives (SSD all SCSI IDs. • If only one SCSI hard drive is used, install it in the bay with the lowest number. Common problem resolution 21 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 22
loss in non-fault-tolerant configurations. 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 23
a TPM is installed and enabled in RBSU, and when the Microsoft® Windows® BitLocker™ Drive Encryption feature is enabled, always disable BitLocker™ before performing any of the following procedures: • Restarting the computer for maintenance without a PIN or startup key • Updating firmware (on page - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 24
link for the maintenance and service guide. o HP BladeSystem p-Class Support and Documents (http://www.hp.com/products/servers/proliant-bl/p-class/info) Under Product support, select the product. Select Manuals (guides, supplements, addendums, etc). Under Service and maintenance information, locate - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 25
) Use the Power Sizer to plan your power infrastructure and meet the needs of an HP BladeSystem solution. 5. Remote management (http://www.hp.com/servers/lights-out) To locate the Integrated Lights-Out User Guide, select the product, and then select Support & Documents. Select Manuals and locate the - HP ProLiant DL380 G3 with MSA500 | 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 MSA500 | 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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 28
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 red, flashing red, amber, or flashing amber. • The internal health LED is red, flashing red, amber, or flashing amber - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 29
Diagnostic flowcharts 29 - HP ProLiant DL380 G3 with MSA500 | 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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 31
: • 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 31 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 32
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 32 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 33
Server and p-Class server blade POST problems flowchart Diagnostic flowcharts 33 - HP ProLiant DL380 G3 with MSA500 | 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 MSA500 | 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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 36
their statuses, refer to the server documentation. Possible 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 - HP ProLiant DL380 G3 with MSA500 | 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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 38
c-Class server blade fault indications flowchart Diagnostic flowcharts 38 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 39
.hp.com/bc/docs/support/SupportManual/c01549455/c01549455.p df) o The HP BladeSystem Onboard Administrator User Guide on the HP website (http://www.hp.com/go/bladesystem/documentation) 8. Be sure no loose connections exist ("Loose connections" on page 20). Power supply problems Action: 1. Be sure no - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 40
hardware, such as hard drives. Additional power supplies may be required. Check the system information from the IML. For product-specific information, see the server documentation on the HP website (http://www.hp.com/support). For more information, see the HP Power Advisor on the HP website (http - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 41
for instructions. One or more LEDs on the UPS is red Action: Refer to the UPS documentation for instructions regarding the specific LED to determine the cause of the error. General hardware problems Problems with new hardware Action: 1. Be sure the hardware being installed is a supported option on - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 42
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). 10. Be sure all switch settings are set correctly. For additional information about required switch settings, see the labels located on - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 43
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. o If the system fails in this minimum configuration, one of the primary components - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 44
ROM drive jumpers are set to CS (the factory default), be sure the CD-ROM drive is installed as device 0 on the cable so that it Refer to the operating system and server documentation to be sure both support booting from a USB CD-ROM drive. o Be sure legacy support for a USB CD-ROM drive is enabled - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 45
documentation to be sure cables are connected as required. 3. Be sure the cables are working properly. Replace with known functional cables to test whether the original cables were faulty. 4. Be sure the correct, current driver is installed. Diskette drive problems Diskette drive light displayed - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 46
page 22)." • If the drive fault LED is flashing, replace 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 - HP ProLiant DL380 G3 with MSA500 | 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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 48
version of a virus scan utility. 3. When a TPM is installed and is being used with BitLocker™, be sure the TPM is enabled in RBSU ("HP ROM-Based Setup Utility" on page 69). See the TPM replacement recovery procedure in the operating system documentation . USB drive key problems System does not boot - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 49
messages and beep codes" on page 123) are displayed. 3. Be sure hot-plug fan 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 other enclosures are operating at normal speed. Action: If - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 50
all server blades, access more information from the Onboard Administrator or iLO 3. 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 or an - HP ProLiant DL380 G3 with MSA500 | 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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 52
must be installed first on that channel. For more information, see the server documentation on the HP website (http://www.hp.com/support). If the system is configured with HP iLO 2 Firmware version 1.75, the IML message reports the following message: Uncorrectable Memory Error (Module Unknown) This - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 53
more of the original processors. Install each processor and its associated PPM (if applicable) one by one, restarting each time, to find the faulty processor or processors. At each step, be sure the server supports the processor configurations. Tape drive problems The following sections include the - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 54
tape to rewind and eject. The green Ready LED should flash. 3. Power cycle the drive. Allow up to 10 minutes for the drive to become ready again. 4. Check for conflicts in backup software services. 5. Check the SCSI/HBA/Driver configuration of the drive. 6. Inspect media and cables, and discard any - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 55
list of supported options, see the server documentation on the HP website (http://www.hp.com/support). • Be sure that the power supplies installed in the server provide adequate power to support the server configuration. Some high-power graphics adapters require specific cabling, fans, or auxiliary - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 56
the Password Disable 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 57
. Determine whether the keyboard lights flash at POST or the NumLock LED illuminates. If not, change port connections. 8. Be sure the keyboard or mouse is clean. Audio problems Action: Be sure the server speaker is connected. Refer to the server documentation. Printer problems Printer does not print - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 58
before booting the 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 sure the cables are plugged in as specified in the modem documentation. 2. Connect a working telephone directly to the wall jack, and - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 59
Enable the auto-answer option in the communications software. Reconfigure the auto-answer option to respond in fewer the correct telephone number. 4. Be sure the modem on the other end is working. the task. The default initialization string is AT requires error control to be turned off, do so using the - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 60
company to have the line tested. Network controller problems Network controller is installed but not working Action: 1. Check the network controller LEDs to see if any statuses indicate the source of the problem. For LED information, refer to the network controller documentation. 2. Be sure no loose - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 61
the correct drivers are installed. 5. Refer to the operating system documentation to be sure that the driver parameters match the configuration of the network controller. Problems are occurring with the network interconnect blades Action: Be sure the network interconnect blades are properly seated - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 62
with problem diagnosis. IMPORTANT: This guide provides information for multiple servers. Some information may not apply to the server you are troubleshooting. Refer to the server documentation for information on procedures, hardware options, software tools, and operating systems supported by the - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 63
system documentation. Problems occur after the installation of a service pack Action: Follow the instructions for updating the operating system ("Operating system updates" on page 63). During installation of Oracle Solaris, the system locks up or a panic error occurs Action: Disable ACPI support in - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 64
to the documentation provided with the backup software. When to Reconfigure or Reload Software If all other options have not resolved the problem, consider reconfiguring the system. Before you take this step: 1. Weigh the projected downtime of a software reload against the time spent troubleshooting - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 65
configuration. If more than one setting was changed, change the settings one at a time to isolate the cause of the problem. Errors occur after an application is installed from the server setup utility and manually set the software switches. Refer to the application documentation, the vendor website - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 66
servers with system ROMs requiring upgrade • An administrative user account on each target system. The administrative account must have the same username and password as the local administrative client system. • All target systems are connected to the same network and use protocols that enable - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 67
-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 from the rack, if necessary. Software problems - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 68
to on. 5. Install the access panel. 6. Install the server into the rack. 7. Power up the server. 8. After the system beeps, repeat steps 1 through 3. 9. Change positions 1, 5, and 6 of system maintenance switch to off. 10. Repeat steps 5 and 6. If both the current and backup versions of the ROM are - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 69
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 BL, ML, DL, and SL servers. The toolkit includes a modular set of utilities and important documentation that - HP ProLiant DL380 G3 with MSA500 | 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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 71
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). Boot options Near the end of the boot process, the boot options screen is displayed. This screen is visible for several seconds before - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 72
different operating modes, enabling faster configuration or greater control over the configuration options • Remains available any time that the server is on • Displays on-screen tips for individual steps of a configuration procedure • Beginning with ACU version 8.28.13.0, provides diagnostic - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 73
boot volume If you do not use the utility, ORCA will default to the standard configuration. For more information regarding the default configurations that ORCA uses, see the HP ROM-Based Setup Utility User Guide on the Documentation CD. For more information about the controller and its features, see - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 74
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. 4. Select Serial Number. The following - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 75
to ROMPaq, Online Flash Components for Windows and Linux operating systems are available for updating the system firmware. The ROMPaq utility checks the system and provides a choice (if more than one exists) of available firmware revisions. For more information, see the Download drivers and software - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 76
state of the host server. • Access advanced troubleshooting features through the iLO 3 interface. For more information about iLO 3 features (which may require an iLO Advanced Pack or iLO Advanced for BladeSystem license), see the iLO 3 documentation on the Documentation CD or on the HP website (http - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 77
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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 78
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 80). NOTE: The current version of SmartStart provides the memory spare part numbers for the - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 79
.hp.com/go/insightremotesupport). To download the software, go to Software Depot (http://www.software.hp.com). Select Insight Remote Support from the menu on the right. Keeping the system current Drivers IMPORTANT: Always perform a backup before installing or updating device drivers. The server - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 80
from HP. • VCA compares installed software versions and available updates. Administrators can configure VCA to point to a repository managed by VCRM. For more information about version control tools, see the HP Systems Insight Manager Help Guide and the Version Control User Guide on the HP Systems - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 81
component updates only • Downloads the latest components from Web • Enables direct update of BMC firmware (iLO and LO100i) For more information about HP 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 82
management efforts, enabling administrators to work on issues and resolve problems without taking servers offline. The process of updating system or option firmware is referred to as a flash process or flashing the ROM. A firmware or ROM flash removes the existing version of firmware from the ROM - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 83
of option ROM upgrades. Types of option ROMs include: • Smart Array storage controller ROMs • Lights-Out Management ROM flash components • SAS hard drive ROMs • NIC firmware • HP Onboard Administrator for HP c-Class BladeSystem NOTE: The Onboard Administrator and NIC firmware are only supported in - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 84
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 to upgrade the ROM firmware. This procedure is most effective when flashing the ROM on a small number - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 85
the documentation contained in the Enhanced SoftPaq. HP Smart Update Manager deployment The HP SUM utility is available on the HP ProLiant Firmware Maintenance CD or DVD, HP Smart Update Firmware DVD, and the HP website (http://www.hp.com/support). For more information, see "HP Smart Update Manager - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 86
install the preferred components. For more information, see the HP Smart Update Manager User Guide on the HP website (http://www.hp.com/support/HP_Smart_Update_Manager_UG_en). Online deployment To deploy components in an online manner: 1. Choose one of the following options: o Insert the Firmware - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 87
of processors. However, in most cases, a system ROM update is not required. If the system ROM does not support the new stepping processor, the system does not display any message. For system ROM update requirements, see the documentation that ships with the processor. Software tools and solutions 87 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 88
drivers and flash ROM images, are available on the 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/gts). Server documentation Server documentation is the - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 89
.hp.com). 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 90
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 resources for troubleshooting - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 91
, and the SmartStart installation poster (if the server supports SmartStart) in the HP ProLiant Essentials Foundation Pack. Installation and configuration information for the server setup software Refer to the server user guide on the Documentation CD, the server installation poster shipped with the - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 92
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 in the following locations - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 93
ADU version 7.85.16.0 and earlier. 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 94
Configured During Last Controller Reset Description: Cache board was replaced with one of a different size. Action: No action is required problem usually occurs when a problem with the drive or drives occurs. Action: Resolve the problem use. Description: The number of cache lines experiencing - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 95
another controller. Action: No action is required. The controller either writes the data to Code field. Run ACU ("Array Configuration Utility" on page 72) to data loss was detected during power-up due to all batteries recognize. Action: Obtain the latest version of ADU ("Array diagnostic software" on - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 96
RAID ADG volume is configured but the ADG Enabler Dongle is broken or missing. Action: Check the ADG Enabler Dongle. Replace if needed. Cache Has Been Disabled; Likely Caused By a Loose Pin on One of the RAM Chips Description: Cache has been disabled due to a large number of ECC errors detected - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 97
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 is - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 98
on this physical drive is below the latest recommended version. Action: Update the drive to the latest firmware version ("Firmware maintenance" on page 82). Drive (Bay) X has Insufficient Capacity for its Configuration Description: Drive has insufficient capacity to be used in this logical drive - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 99
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 data. Action: No action is required. Drive (Bay) X Upload - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 100
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. Error - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 101
same hardware and firmware revisions. If one controller failed, replace required voltage levels. Action: Replace the array accelerator board if the batteries do not recharge within 36 powered several reasons: • Logical drive is configured for No Fault Tolerance, and one or more drives failed. • - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 102
follow the procedures for correcting problems when an power up, the system does not detect a configured physical drive or an external storage unit that was previously detected before the last system shutdown. This event can occur if the user removes one the fans and is required. Normal operations - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 103
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 was previously detected before the last system shutdown. This event can occur if the user removes one or more drives after the system is - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 104
) 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 not started, and - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 105
, if possible, or replace the drive. SCSI Port X, Drive ID Y Firmware Needs 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 106
Power server documentation 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 107
Upgrade the firmware version on the storage enclosure. Description: The firmware version of the external storage unit is not supported. Action: Update the storage device to the latest firmware version ("Firmware maintenance" on page 82). Storage Enclosure on SCSI Bus X Indicated that the Fan Failed - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 108
: 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 to the latest firmware version ("Firmware maintenance" on page 82). 2. If the problem persists: Replace this - HP ProLiant DL380 G3 with MSA500 | 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 MSA500 | 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 MSA500 | 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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 112
a user has intentionally invalidated the configuration through RBSU by erasing NVRAM. WARNING - Restoring Default Configurations as Requested Description: If, on the subsequent power up, you select the option to erase NVRAM in RBSU, this informational message is displayed. WARNING: Storage Enclosure - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 113
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 powered-on hours. Array Accelerator: The cache for this controller is temporarily disabled since a snapshot is in progress.... ...The controller requires - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 114
the cache module. Action: Install a capacitor. Array Accelerator: The cache is disabled because a flash 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 115
Do one of the following: • If this message 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 116
Do one of the following: • If this message 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 117
Do one of the following: • If this message 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 118
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 Mod - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 119
configured. Action: Refresh the system using the Array Configuration Utility (on page 72). Logical drive state: The logical drive is not yet available. Action: No action is required . Action: Contact HP support ("Contacting HP" on firmware update might be able to correct the error. Error messages 119 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 120
by the controller. Physical Drive State: This drive is not supported for configuration by this version of controller firmware. Action: Replace the physical drive with a drive supported by the controller. Physical Drive State: This drive is smaller in size than the drive it is replacing... ...It - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 121
Do one of the following: • If this message 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 122
: 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" on page 187). Storage Enclosure: One or - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 123
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" on page 187). Storage Enclosure: Warning: One or more redundant power supplies in this enclosure has failed or is not - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 124
Shutdown occurred prior to this power-up Audible Beeps: None Insight Diagnostics ("HP Insight Diagnostics" on page 77) and replace failed components as indicated. Fan Solution Not Fully Redundant Audible Beeps: Possible Cause: The minimum number of required fans is installed, but some redundant fans - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 125
: The minimum number of required fans is missing or failed. Action: Install fans or replace any failed fans. Fatal DMA Error Audible Beeps: None Possible Cause: The DMA controller has experienced a critical error that has caused an NMI. Action: Run Insight Diagnostics ("HP Insight Diagnostics" on - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 126
Run Insight Diagnostics ("HP Insight Diagnostics" supported on the server. Action: Install the supported Fibre Channel adapter. High Temperature Condition detected by Processor X Audible Beeps: None Possible Cause: Ambient temperature exceeds recommended levels, fan solution is insufficient, or fans - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 127
. Please check DIMM compatibility. - Some DIMMs may not be used Description: Invalid or mixed memory types were detected during POST. Action: Use only supported DIMM pairs when populating memory sockets. Refer to the applicable server user guide memory requirements. Invalid Password - System Halted - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 128
supplies installed in the server are not supported in the current configuration. The server does not support 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 129
Possible Cause: No diskette drive is installed or a diskette drive failure has occurred. Action: 1. Power down the server. 2. Replace remove the card. For embedded PCI devices, run Insight Diagnostics and replace any failed components as indicated. Power Fault Detected in Hot-Plug PCI Slot X Audible - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 130
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 the processor, update - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 131
for this platform include internal temperature sensors. Action: See the server documentation for supported DIMMs. Install only DIMMs supported by the server. This system only supports 667 MHz Front Side Bus Speed Processors. One or more 800 MHz Front Side Bus Speed Processors have been initialized - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 132
stepping is not supported by the current system ROM. Action: Refer to the server documentation for supported processors. If a ROM version exists that supports the processor, 1. Power down the server. 2. Insert a Systems ROMPAQ diskette containing the latest ROM version. 3. Boot the system to flash - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 133
corrupt. Action: If the iLO 3 firmware is corrupt, update the iLO 3 firmware using the Firmware Maintenance CD or DVD, or Smart Update Firmware DVD. WARNING - Mixed Stepping Processors were detected. System cannot proceed. Audible beeps: 1 long, 1 short Possible cause: One or more 800-MHz front side - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 134
: 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 on the Documentation CD or the HP website (http://www - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 135
requires replacement, contact HP Technical Support ("Contacting HP" on page 187) before proceeding. Action: Replace the system board. Run the server setup requires replacement, contact HP Technical Support ("Contacting HP" on page 187) before proceeding. Action: Contact an authorized service - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 136
for example) or a loss of power to the real-time clock has occurred. The real-time clock loses power if the onboard battery is not functioning correctly. Action: Press the F1 key to record the new configuration. Run the server setup utility to change the configuration. If this message persists, you - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 137
: 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 DIMMs. Action: Fully - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 138
- Insufficient Timings on DIMM Audible Beeps: 1 long, 1 short Possible Cause: The installed memory module is not supported. Action: Install a memory module of a supported type. 207-Invalid Memory Configuration - Mismatched DIMMs within DIMM Bank Audible Beeps: 1 long, 1 short Possible Cause - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 139
are not installed sequentially. Action: 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 140
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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 141
301-Keyboard Error or Test Fixture Installed Audible Beeps: None Possible Cause: Keyboard failure occurred. Action: 1. Power down the server, and then reconnect requires replacement, contact HP Technical Support ("Contacting HP" on page 187) before proceeding. 2. Run Insight Diagnostics ("HP Insight - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 142
parallel port X. Action: Run the server setup utility and correct the configuration. 404-Parallel Port Address Conflict Detected... 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 143
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 defaults. Refer to server documentation for more information. If you have just - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 144
levels. Action: Be sure to follow all of the environmental requirements for the server. • Space and airflow o Always allow adequate ventilation. o Always populate the racks with blanking panels and the enclosures with blade blanks. o Always populate the server with air baffles, blanks, and - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 145
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. Action: 1. Check the fans to be sure they are working. 2. Be - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 146
, if applicable, and each fan is properly seated. 3. If the problem persists, replace the failed fans. 1611- Power Supply Zone Fan Assembly Failure Detected. Either... ...the Assembly is not installed or multiple fans have failed. Audible Beeps: None Possible Cause: Required fans are missing or not - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 147
: The server configuration requires an additional power supply. A moving bar is displayed, indicating that the system is waiting for another power supply to be installed. Action: Install the additional power supply. 1615-Power Supply Failure, Power Supply Unplugged, or Power Supply Fan Failure in - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 148
experiencing a fault. Action: Replace the cache module. 1704-Unsupported Virtual Mode Disk Operation - System Halted Audible Beeps: None Possible Cause: The operating system currently running does not support virtual DMA service. Action: Load or update the device driver appropriate for the operating - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 149
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 Beeps: None Possible Cause: The specified Smart Array controller Bootstrap NVRAM was restored in one of - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 150
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, replace the controller. 1714 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 151
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 persists, then replace the controller. 1720-Slot X Drive Array - S.M.A.R.T. Hard Drive(s) Detect - HP ProLiant DL380 G3 with MSA500 | 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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 153
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-Slot X New (or - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 154
firmware version is installed, or an enclosure firmware upgrade is needed. Action: • Upgrade the enclosure firmware and the controller firmware. • If the condition persists, then replace the enclosure components. For more information, see the HP BladeSystem c-Class Enclosure Troubleshooting Guide - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 155
more redundant I/O paths than the firmware allows. Action: Update the firmware to the correct version. Verify the redundant cabling configuration. 1738-Slot X Drive Array - Storage Enclosure Redundant Cabling Problem Detected... ...Check storage box I/O module and cable to restore redundant paths - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 156
paths exist due to direct loopback of controller ports * Redundant I/O module supported and unsupported storage boxes are cabled together. * Refer to product user guide Audible Beeps: None Possible Cause: Incorrect redundant cabling configuration Action: For information on how to cable the device in - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 157
None Possible Cause: The controller or 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 Detected... (followed by one of the following:) ...* More - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 158
. Audible Beeps: None Possible Cause: The current battery pack is not supported on this Array Accelerator module. Action: Install only supported battery packs with the correct part number. 1749-Slot X Drive Array - Array Accelerator Flash Memory being erased... ...Accelerator will be reenabled when - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 159
Exceeded During Previous Power Up Audible Beeps: None Possible Cause: The controller is overheating. Action: Be sure adequate system cooling and sufficient airflow across the controller are available. 1754-Slot X Drive Array - One or more RAID levels are configured... ...but are not supported due to - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 160
: The current Array Accelerator is not supported. Action: Replace the Array Accelerator module with the correct model for this controller. If this occurs after upgrading to a larger module, update the controller firmware before attaching the new module. 1758-Drive Array - Accelerator Size Mismatch - HP ProLiant DL380 G3 with MSA500 | 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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 162
(s) 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 163
setup utility and correct the configuration power OFF and check cables. Drives in this box and connections beyond it will not be available until the cables are attached correctly. Audible Beeps: None Action: For cabling configuration information, see the storage enclosure documentation this problem is - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 164
board requires replacement, contact HP Technical Support ("Contacting HP" on page 187) 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 Detected... (followed by one or - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 165
Enclosure Problem Detected... (followed by one or more of the following): ...* Cooling Fan Malfunction Detected * Overheated Condition Detected * Side-Panel must be Closed to Prevent Overheating * Redundant Power Supply Malfunction Detected * Unsupported ROM Type Installed on Backplane * Enclosure - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 166
loss. * Logical drive(s) reenabled. Restore data from backup if replacement drive(s) have been installed Audible Beeps: None Possible Cause: Previously failed logical drives are attached to the controller. Action: Do one of the following: • To continue with logical drives disabled, select F1. • To - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 167
Cause: The controller failed. Action: 1. Reseat the array accelerator module. 2. Reseat the controller in the PCI slot. 3. Update the controller to the latest firmware version ("Firmware maintenance" on page 82). 4. If the problem persists, replace the controller. 1784-Slot X Drive Array - Drive - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 168
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. * Configuration information indicates drives were configured on a controller with a newer firmware version. To avoid data loss - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 169
drives are installed in the wrong bays, properly reinstall the drives as indicated and then do one of the following: o Press the F1 key to restart the server with the drive array disabled. o Press the F2 key to use the drives as configured and lose all the data on them. • If a bad power cable - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 170
must be powered down before external storage systems. 1790-Disk 0 Configuration Error Audible 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 171
If the problem persists, run Insight Diagnostics ("HP Insight Diagnostics" on page 77) and replace the failed assembly as indicated. 1792-Slot X Drive Array - Valid Data Found in Array Accelerator... ...Data will automatically be written to drive array. Audible Beeps: None Possible Cause: Power was - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 172
the controller might not be usable until this problem is corrected. Action: Replace the array accelerator to re-enable logical drives. Audible Beeps: None Possible Cause: One or more logical drives failed due to loss of data in No action is required. Audible Beeps: None Possible Cause: The Array Accelerator - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 173
are troubleshooting. Refer to the server documentation for information on procedures, hardware options, software tools, and operating systems supported by the server. NOTE: The error messages in this section may be worded slightly different than as displayed by the server. A CPU Power Module (System - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 174
Support and Documents 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 175
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 Action: Replace the fan. Error messages 175 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 176
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. To - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 177
HP BladeSystem Maintenance 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 178
steps to resolve 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 179
steps to resolve 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 180
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 management module - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 181
: Unknown Action: Perform the following steps to resolve the problem. Stop when the problem is resolved. 1. Press the power management module reset button. Port 85 codes and iLO messages Troubleshooting the system using port 85 codes 1. Locate the port 85 code display. IMPORTANT: Be sure the port 84 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 182
-entering the serial number and product ID" on page 73). Memory-related port 85 codes Memory-related port 85 codes display in the 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 183
serial number and product ID" on page 73). Expansion board-related port 85 codes Expansion board-related port 85 codes display in the format 6xh. IMPORTANT: Reboot the server after completing each numbered step. If the error condition continues, proceed with the next step. To troubleshoot expansion - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 184
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 all components that are not required by the server to - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 185
, 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, requiring replacement of the system board. Replace the processor. Message ID: 4140 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 186
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, requiring replacement of the system board. Replace the processor. Error messages - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 187
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 you - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 188
ini o Memory.dmp o Event logs o Dr. Watson log (drwtsn32.log) if a user mode application, such as the Insight Agents, is having a problem o IRQ and I/O address information in text format • An updated Emergency Repair Diskette • If HP drivers are installed: o Version of the PSP used Contacting HP 188 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 189
Current level of Microsoft® Windows® Service Packs and Hotfixes installed • A list of each third-party hardware component installed, with the firmware revision • A list of each third-party software component installed, with the version • A detailed description of the problem and any associated error - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 190
Whether the operating system was factory installed • Operating system version number • Printouts or electronic copies (to e-mail to a support technician) of AUTOEXEC.NCF, STARTUP.NCF, and the system directory • A list of the modules. Use CONLOG.NLM to identify the modules and to check whether errors - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 191
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 • A list of each third-party hardware component installed, with the firmware revisions • A list of each third-party - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 192
the problem and any associated error messages Oracle Solaris operating systems Collect the following information: • Operating system version number • Type of installation selected: Interactive, WebStart, or Customer JumpStart • Which software group selected for installation: End User Support, Entire - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 193
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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 194
electrostatic discharge FBDIMM fully buffered DIMM FDT Firmware Deployment Tool HP SIM HP Systems Insight Manager IDE integrated device electronics iLO Integrated Lights-Out iLO 2 Integrated Lights-Out 2 iLO 3 Integrated Lights-Out 3 IMD Integrated Management Display Acronyms and abbreviations 194 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 195
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 and - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 196
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 Agent Acronyms - HP ProLiant DL380 G3 with MSA500 | 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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 198
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 cabling 89 cabling problem 163 cache error 100 cache, disabled 95 cache, replacing 93 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 199
91 FBDIMMs 21, 49 features 8, 88 Fibre Channel adapters 125 firmware 66, 79, 89, 96, 106 firmware maintenance 81 Firmware Maintenance CD 79, 84, 85 firmware, updating 20, 66, 81, 83 firmware, upgrading 20, 66, 83, 104, 159 firmware, version 83 flash ROM 66, 81 flowcharts 24 front side bus error 124 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 200
, power fault 128 how to use this guide 13 HP BladeSystem infrastructure error codes 175 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 - HP ProLiant DL380 G3 with MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 201
84 One Button Disaster Recovery 131 online deployment 85 Online ROM Flash Component Utility 80 online spare memory 70, 122, 138 online troubleshooting resources 87 operating system crash 61 operating system problems 61, 62, 173 operating system updates 62 operating system version support 79 - HP ProLiant DL380 G3 with MSA500 | 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 MSA500 | HP ProLiant Servers Troubleshooting Guide - Page 203
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 utilities 68 utilities, deployment 68 V Version Control - HP ProLiant DL380 G3 with MSA500 | 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
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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: 375445-403
October 2011
Edition: 12