HP ProLiant DL380 G4 with MSA1000 HP ProLiant Servers Troubleshooting Guide
HP ProLiant DL380 G4 with MSA1000 Manual
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- HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 1
and solutions for the many levels of troubleshooting for HP ProLiant G7 and earlier servers. This document is intended for the person who installs, administers, and troubleshoots servers or server blades. HP assumes you are qualified in the servicing of computer equipment and trained in recognizing - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 2
to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 3
...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 notifications - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 4
...48 USB drive key problems ...48 Fan problems...49 HP Trusted Platform Module problems 50 Memory problems ...50 PPM problems...52 Processor problems ...53 Tape drive problems...53 Graphics and video adapter problems 55 External device problems ...55 Video problems...55 Mouse and keyboard - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 5
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 88 Subscription services ...88 HP Care Pack Services...89 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 6
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 Supply X 175 System AC Power Problem (Power Supply X 175 System Fan - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 7
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 ID: 4190 ...185 Contacting HP ...187 Contacting HP technical support or an authorized reseller 187 - HP ProLiant DL380 G4 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 9
on page 86) 375445-401 (January 2011) The tenth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-401, included the following additions and updates: • Added flowchart (on page 26) o Server power-on problems flowchart (on page 28) o Server and p-Class server blade POST - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 10
(on page 123) 375445-xx8 (July 2009) 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 - HP ProLiant DL380 G4 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 12
The fifth 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 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 13
ProLiant 100 Series Server troubleshooting information Use this guide for troubleshooting information on the HP ProLiant ML110 G7 Server and the HP ProLiant DL120 G7 Server. For troubleshooting information on HP ProLiant 100 Series Servers other than the HP ProLiant ML110 G7 Server and HP ProLiant - HP ProLiant DL380 G4 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 15
The area contains no user or field serviceable parts. Do not open for any occupational health and safety requirements and guidelines for manual material handling. These symbols, on power supplies or trained by HP should attempt to repair this equipment. All troubleshooting and repair procedures - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 16
• Observe local occupation health and safety requirements and guidelines for manual handling. • Obtain adequate assistance to lift and stabilize the chassis or dissipating floor mats. • Use conductive field service tools. • Use a portable field service kit with a folding static-dissipating work mat. - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 17
adapters, ESD wrist strap, and software utilities, necessary to troubleshoot the problem. o You must have the appropriate Health Drivers and Management and versions of all installed HP drivers, Management Agents, and utilities, and whether they are up-to-date. o HP recommends you have access to the - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 18
, removing, or replacing a processor. If you cannot locate the hard copy of the instructions, locate your server user guide or maintenance and service guide on the HP website (http://www.hp.com/support/manuals). • Some processor models require the use of a processor installation tool, and specific - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 19
. 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, requiring replacement of the - HP ProLiant DL380 G4 with MSA1000 | 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 21
of the DIMM. For more information, see the HP website (http://h20000.www2.hp.com/bizsupport/TechSupport/Document.jsp?lang=en&cc=us 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 problem resolution 21 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 22
part of an array being selected by an array configuration utility • Drive Identification has been selected in HP SIM • The drive firmware is being updated The drive has been placed offline due to hard disk only when the server is connected to a Smart Array controller. Common problem resolution 22 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 23
drive is offline, a spare, or not configured as part of an array. Server updates with an HP Trusted Platform Module and BitLocker™ enabled When a TPM is installed and enabled in RBSU, and when the an optional PCI device, such as a storage controller or network adapter Common problem resolution 23 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 24
HP Technical Support (http://www.hp.com/support) Select your country and then follow the instructions to locate software, firmware, and drivers. 2. HP ProLiant maintenance and service guides: o Business Support Center (http://www.hp.com/go/bizsupport) Select Manuals. Under Servers, select ProLiant - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 25
link for the maintenance and service guide. 3. HP BladeSystem p-Class Support and Documents (http://www.hp.com/products/servers/proliant-bl/p-class/info) To locate the HP BladeSystem p-Class System Maintenance and Service Guide, select the product. Select Manuals (guides, supplements, addendums, etc - HP ProLiant DL380 G4 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 G4 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 28
of server LEDs and information on their statuses, see the server documentation on the HP website (http://www.hp.com/support). Symptoms: • The server does not power on. • The system power LED power supply • Loose or faulty power cord • Power source problem • Improperly seated component or interlock - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 29
Diagnostic flowcharts 29 - HP ProLiant DL380 G4 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 31
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 G4 with MSA1000 | 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 33
Server and p-Class server blade POST problems flowchart Diagnostic flowcharts 33 - HP ProLiant DL380 G4 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 35
• Incorrect boot order setting in RBSU There are two ways to use SmartStart when diagnosing OS boot problems on a server blade: • Use iLO to remotely attach virtual devices to mount the SmartStart CD onto the server blade. • Use a local I/O cable and drive to - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 36
Server fault indications flowchart Symptoms: • Server boots, but a fault event is reported by Insight Management Agents • Server boots, but the internal health LED, external health LED, or component health LED is red or amber NOTE: For the location of server LEDs and information on their statuses, - HP ProLiant DL380 G4 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 38
c-Class server blade fault indications flowchart Diagnostic flowcharts 38 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 39
Hardware problems Procedures for all ProLiant servers The procedures in this section are comprehensive and include steps about or references to hardware features that may not be supported by the server you are troubleshooting. CAUTION: Before removing or replacing any processors, be sure to follow - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 40
problem with a power supply, replace the power supply. For more information, see the server documentation on the HP website (http://www.hp.com/support . Refer to the section for each component in this guide. If you cannot determine the problem by checking the specific area, perform each of the - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 41
reference guide for service provider. 7. Check the UPS LEDs to be sure a battery or site wiring problem instructions regarding the specific LED to determine the cause of the error. General hardware problems Problems with new hardware Action: 1. Be sure the hardware being installed is a supported - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 42
RBSU, see the HP ROM-Based Setup Utility User Guide on the Documentation CD or the HP website (http://www.hp.com/support/smartstart/documentation). 10. and tests the device, run HP Insight Diagnostics (on page 77). 13. Uninstall the new hardware. Unknown problem Action: 1. Power down and disconnect - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 43
Performing processor procedures in the troubleshooting process (on page 18 removed and uninstalled, a problem exists with the device, the server does not support the device, or a instructions before performing this operation or data loss could occur. 5. Clearing NVRAM can resolve various problems - HP ProLiant DL380 G4 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 45
. 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 stays on Action: 1. Be sure no loose connections (on page 20) exist. 2. Be sure the diskette is not damaged. Run - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 46
the diskette. Drive problems (hard drives and solid state drives) HP SIM reports a drive fault on a hard drive managed by an HP Smart Array controller Action service guide. • If the drive fault LED is not flashing and the operating system supports HP Insight Diagnostics, version 7.40 or later ("HP - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 47
is configured in an array. Run ACU ("Array Configuration Utility" on page 72). A new hard drive is not recognized Action: 1. Be sure the drive is supported. To determine drive support, see the server documentation or the HP website (http://www.docs.hp.com). Hardware problems 47 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 48
full. If needed, increase the amount of free space on the hard drive. HP recommends that hard drives have a minimum of 15 percent free space. 2. Review server boots from the SD card. 2. Reseat the SD card. USB drive key problems System does not boot from the drive Action: 1. Be sure that USB is - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 49
server. Refer to the server documentation. 3. Be sure no ventilation problems exist. If you have been operating the server for an extended requirements are being met. Refer to the server documentation. All fans in an HP BladeSystem c-Class enclosure are operating at a high speed ...while fans in the - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 50
All fans in an HP ProLiant G6 server are not spinning or are not spinning at the same HP Trusted Platform Module problems Action: If the TPM fails and is no longer detected by RBSU, request a new system board and TPM board from an HP authorized service provider ("Contacting HP technical support - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 51
sure the memory modules have been installed correctly in a supported configuration. See the server documentation. 3. Be sure the memory according to the server requirements. See the server documentation or HP website (http://www.hp.com). 2. Be sure you have not exceeded the memory problems 51 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 52
the Integrated Management Log (IML) Possible cause: The server is an HP ProLiant G6 server with 5500-series Xeon processors installed. The DIMMs are not information, see the server documentation on the HP website (http://www.hp.com/support). PPM problems Action: If the PPMs are not integrated on - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 53
once separated. For specific instructions for the server you are troubleshooting, refer to processor information in the server user guide. CAUTION: Before removing . For detailed tape drive guided troubleshooting information, see the HP website (http://www.hp.com/support/gts). Hardware problems 53 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 54
Library and Tape Tools, see the HP website (http://www.hp.com/support/tapetools). For more information about common tasks, see the HP website (http://www.hp.com/support/lttfaq). Stuck tape issue Action: 1. Manually press the Eject button. Allow up to 10 minutes for the tape to rewind and - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 55
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 power up the server Action - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 56
expansion board. Monitor does not function properly with energy saver features Action: Be sure the monitor supports energy saver features, and if it does not, disable the features. Video colors are wrong occurring. Move the monitor away from other monitors or power transformers. Hardware problems 56 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 57
in use, be sure all cables and connectors are the proper length and are supported by the switch. Refer to the switch documentation. 3. Be sure the current working equivalent device (another similar mouse or keyboard). o If the problem still occurs with the new mouse or keyboard, the connector port - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 58
replace the Mini SAS cable. Local I/O cable problems NOTE: The local I/O cable is used only with HP ProLiant p-Class server blades. Action: If the local server, or switch to USB devices (if supported) to use the local I/O cable hot-plug functionality. Modem problems No dial tone exists Action: 1. Be - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 59
to match. 2. If the line you are accessing requires error control to be turned off, do so using the AT command AT&Q6%C0. Hardware problems 59 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 60
. Replace with a supported modem if needed. You are unable to connect to an online subscription service Action: 1. If see if any statuses indicate the source of the problem. For LED information, refer to the network HP Insight Diagnostics" on page 77) and replace failed components as indicated. - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 61
any statuses indicate the source of the problem. For LED information, refer to the controller is not damaged. 7. Run Insight Diagnostics ("HP Insight Diagnostics" on page 77) and replace failed . 2. Be sure the server and operating system support the controller. Refer to the server and operating - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 62
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 about debugging tools or specific GPF messages, refer - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 63
. Problems occur after the installation of a service pack Action: Follow the instructions for 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 64
against the time spent troubleshooting intermittent problems. It may be advantageous to start over by removing and reinstalling the problem software, or in some , and erases all connected hard drives completely. Refer to the instructions for using this utility. 2. Be sure the server has adequate - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 65
troubleshooting information specific to Linux operating systems, refer to the Linux for ProLiant website (http://h18000.www1.hp.com/products/servers/linux). Application software problems support website of the software vendor for known problems server setup utility and manually set the software - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 66
array controllers that you are upgrading. • Follow the instructions for the Remote ROM Flash procedure that accompany the software an error message is displayed describing the problem, and then the program exits. process. Be sure the remote registry service is running on a Windows®-based system - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 67
To determine if the server is supported, see the HP website (http://www.hp.com/support). System requests recovery method during a see BitLocker™ for servers on the Microsoft website (http://www.microsoft.com). Boot problems Server does not boot Possible cause: • The system ROMPaq flash fails. • The - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 68
corrupt, return the system board for a service replacement. To switch to the backup ROM when the System ROM is not corrupt, use RBSU ("HP ROM-Based Setup Utility" on page 69 , return the system board for a service replacement. To switch to the backup ROM when the System ROM is not corrupt, use RBSU - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 69
hp.com/go/foundation). SmartStart Scripting Toolkit The SmartStart Scripting Toolkit is a server deployment product that allows you to build an unattended automated installation for high-volume server deployments. The SmartStart Scripting Toolkit is designed to support ProLiant of the manual steps in - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 70
boot controller • Configuring memory options • Language selection For more information on RBSU, see the HP ROM-Based Setup Utility User Guide on the Documentation CD or the HP website (http://www.hp.com/support/smartstart/documentation). Using RBSU To use RBSU, use the following keys: • To access - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 71
. For more information about BIOS Serial Console, see the BIOS Serial Console User Guide on the Documentation CD or the HP website (http://www.hp.com/support/smartstart/documentation). Configuring AMP modes Not all ProLiant servers support all AMP modes. RBSU provides menu options only for the modes - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 72
following features: • Runs as a local application or remote service • Supports online array capacity expansion, logical drive extension, assignment of the HP Smart Array Controllers for HP ProLiant Servers User Guide on the HP website (http://bizsupport2.austin.hp.com/bc/docs/support/SupportManual - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 73
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 by qualified service personnel. - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 74
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 NOT be modified. This option should only be used by qualified service personnel. This value should always match the serial number sticker - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 75
hp.com/support/ For example: http://www.hp.com/support/dl360g6 iLO and iLO 2 technology The iLO subsystem is a standard component of selected ProLiant server. • Access advanced troubleshooting features through the iLO or iLO 2 interface. • Diagnose iLO or iLO 2 using HP SIM through a web - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 76
the state of the host server. • Access advanced troubleshooting features through the iLO 3 interface. For more hard drives completely. Refer to the instructions for using this utility. Run the ROM. USB support HP provides both standard USB support and legacy USB support. Standard support is provided - HP ProLiant DL380 G4 with MSA1000 | 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 78
to reflect the latest changes in the configuration. Survey functionality is installed with every SmartStart-assisted HP Insight Diagnostics installation, or it can be installed through the HP PSP ("ProLiant Support Packs" on page 80). NOTE: The current version of SmartStart provides the memory spare - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 79
software provides comprehensive remote monitoring and proactive service support for nearly all HP servers, storage, network, and SAN environments, plus selected non-HP servers that have a support obligation with HP. It is integrated with HP Systems Insight Manager. A dedicated server is recommended - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 80
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 Insight Manager website (http://www.hp.com/go/hpsim). ProLiant Support Packs PSPs represent operating system-specific bundles of - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 81
(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 component utility This utility is not available on HP ProLiant G6 servers or later. For more information - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 82
hardware and software changes on HP commercial products. For more information, refer to the HP website (http://www.hp.com/go/pcn). Care Pack HP Care Pack Services offer upgraded service levels to extend and expand bundled services with easy-to-buy, easy-to-use support packages that help you make the - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 83
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 efficient administration of option ROM - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 84
Update Utility (on page 86) The ROM update utility was replaced by HP SUM ("HP Smart Update Manager" on page 80). 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 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 85
the selected devices, cycle power manually to reboot the system back into 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 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 86
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 if autostart is not enabled, you must manually start the CD or DVD. o Insert the USB drive key. Manually start the interface, and then open a - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 87
and ensure proper operation of the platform. New steppings of Intel® processors tend to be functionally equivalent to previous steppings. HP ProLiant servers fully support mixing steppings when other parameters are identical: processor speed, cache size, number of cores, and processor wattage. To - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 88
notices To view the latest service notifications, refer 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 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 89
products. For more information, refer to the HP website (http://www.hp.com/go/pcn). HP Care Pack Services HP Care Pack Services offer upgraded service levels to extend and expand bundled services with easy-to-buy, easy-to-use support packages that help you make the most of your server investments - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 90
Refer to the server maintenance and service guide, available in the following locations: • Documentation CD that ships with the server • HP Business Support Center website (http://www.hp.com/go/bizsupport) • HP Technical Documentation website (http://www.docs.hp.com) Technical topics Refer to white - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 91
installation and configuration of the server If the server supports SmartStart, refer to the SmartStart installation poster in the HP ProLiant Essentials Foundation Pack. iLO information Refer to the HP Integrated Lights-Out User Guide on the Documentation CD or the Remote Management website - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 92
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/ HP Business Support Center website (http://www.hp.com/go/bizsupport) • HP Technical Documentation website (http://www.docs.hp.com) HP resources for troubleshooting - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 93
may not apply to the server you are troubleshooting. Refer to the server documentation for information on procedures, hardware options, software tools, and operating systems supported by the server. WARNING: To avoid potential problems, ALWAYS read the warnings and cautionary information in - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 94
cache line contains dirty data that the controller has been unable to flush (write) to the drives. This problem usually occurs when a problem with the drive or drives occurs. Action: Resolve the problem with the drive or drives. The controller can then write the dirty data to the drives. Accelerator - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 95
Accelerator Status: Obsolete Data Detected Description: During reset initialization, obsolete data was found in the cache due to the drives being moved and written to by another controller. Action: No action is required. The controller either writes the data to the drives or discards the data - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 96
Accelerator Status: Warranty Alert Description: Catastrophic problem exists with array accelerator board. Refer to other messages on Diagnostics screen for exact meaning of this message. Action: Replace the array accelerator board. Adapter/ - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 97
controller. Controller Is Not Configured Description: Controller is not configured. If the controller was previously configured and you change drive locations, a problem might exist with the placement of the drives. ADU ("Array diagnostic software" on page 78) examines each physical drive and looks - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 98
properly connected and working. 2. Power down the system and attempt to reconnect data/power cable to the drive. 3. Power up the system. 4. If the problem persists, power down the system and replace the cable. 5. If the problem persists, power down the system and replace the drive. Error messages 98 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 99
Drive (Bay) X is a Replacement Drive Description: This drive has been replaced. This message is displayed if a drive is replaced in a fault-tolerant logical volume. Action: If the replacement was intentional, allow the drive to rebuild. Drive (Bay) X is a Replacement Drive Marked OK Description: The - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 100
problem (such as drive time-out), or is unable to get data due to these features not being supported the drives according to the ADU instructions. Duplicate Write Memory Error Description: Data to read the RIS from this drive. Action: HP stores the hard drive configuration information in the RIS. - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 101
Identify Logical Drive Data did not Match with NVRAM Description: The identify unit data from the array controller does not match with the information stored in NVRAM. This can occur if new, previously configured drives have been placed in a system that has also been previously configured. Action: - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 102
drive or drives, and then restore the data for this logical drive from the tape backup. Otherwise, follow the procedures for correcting problems when an incorrect drive is replaced or a loose cable is detected. Logical Drive X Status = Interim Recovery (Volume Functional, but not Fault Tolerant - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 103
the array accelerator board is present, run ACU ("Array Configuration Utility" on page 72) to configure the board. One or More Drives is Unable to Support Redundant Controller Operation Description: At least one drive in use does not - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 104
Processor Stepping) Description: If a processor has an unsupported stepping, it is not started, and this message is displayed. Processor Not Supported (Unsupported Core Speed) Description: If a processor has a core speed that is incompatible with the other installed processors, the processor is - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 105
after completing steps 1 through 4, contact an HP authorized service provider ("Contacting HP technical support or an authorized reseller" on page 187). Drive ID Y Firmware Needs Upgrading Description: Drive firmware may cause problems and should be upgraded. Action: Update the drive to the latest - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 106
connected, or the drive cage connection has failed. Action: 1. Power down the system. 2. Reconnect the cable securely. 3. Restart the system. 4. If the problem persists, replace the cables and connectors as needed. SCSI Port X, Drive ID Y RIS Copies Within This Drive Do Not Match Description: The - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 107
documentation for allowable temperature specifications and additional tips. 5. If the problem persists, replace the fan. Storage enclosure on SCSI Bus X Description: The firmware version of the external storage unit is not supported. Action: Update the storage device to the latest firmware version - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 108
an authorized service provider. Swapped cables or configuration error detected. A configured array of drives... ...was moved from another controller that supported more drives than this controller supports. SOLUTION: Upgrade the firmware on this controller. If this doesn't solve the problem, then - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 109
new locations. Action: 1. Refer to the server documentation for supported configurations and cabling guidelines. 2. Restore to the original configuration. the firmware on this controller. If this doesn't solve the problem then power down system then move drives back to the original controller - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 110
problem persists, this might indicate a controller problem or a system board problem. CAUTION: Only authorized technicians trained by HP should attempt to remove the system board. If you believe the system board requires replacement, contact HP Technical Support ("Contacting HP authorized service - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 111
Restart the server. 4. Resolve any error messages displayed by the controller. If this does not solve the problem, contact an HP authorized service provider ("Contacting HP technical support or an authorized reseller" on page 187). Unknown Disable Code Description: A code was returned from the array - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 112
may have been altered. Condition can cause data corruption if power to the drive is interrupted. Action: Replace the drive with a supported drive or restore the operating parameter of the drive. WARNING - Mixed Feature Processors Were Detected Description: Mixed feature processors were detected - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 113
Write Memory Error Description: Data cannot be written to the cache memory. This typically means that a parity error was detected while writing data to the cache. This can be caused by an incomplete connection between the cache and the controller. This is not a data loss circumstance. Action: Power - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 114
: The cache is disabled because the restore operation from flash memory failed. Action: Reseat the controller cache module. If the problem persists, contact HP support ("Contacting HP" on page 187). Array Accelerator: The cache is disabled because the charge on the flash-memory capacitor is too low - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 115
is observed without any drive movement, check if the cache module has failed and replace it if required. If the problem persists, contact HP support ("Contacting HP" on page 187). Controller State: The array controller contains redundant connections to one or more physical drives that are not - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 116
a RAID level that is not supported in the current configuration. Any logical drives than are supported in the current configuration drives than are currently supported... ...You may reconfigure the if not present. If this doesn't solve the problem, power down the server and move the drives back - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 117
State: The HBA does not have an access ID... ...External SCSI array controllers that support SSP require HBAs to have an access ID. Action: Upgrade the HBA. If the problem persists, contact HP support ("Contacting HP" on page 187). Drive Offline due to Erase Operation: The logical drive is offline - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 118
condition persists, the controller may need to be replaced or require service. Action: Take the appropriate action as indicated in the message. If the condition persists, replace the controller or contact HP support ("Contacting HP" on page 187). Logical drive state: A logical drive is configured - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 119
(on page 72). NVRAM Error: Board ID could not be read... ...(Read-Only Table failed checksum test). Unrecoverable error. Action: Contact HP support ("Contacting HP" on page 187). NVRAM Error: Bootstrap NVRAM image failed checksum test,... ...but a backup image was found and successfully restored - HP ProLiant DL380 G4 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, - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 121
check if the cache module has failed and replace it if required. If the problem persists, contact HP support ("Contacting HP" on page 187). Redundancy State: This controller has been setup to be part To correctly connect the cables to the storage system, see the product user guide. Error messages 121 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 122
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 more fans have failed. Action: Replace the failed fan. Error messages 122 - HP ProLiant DL380 G4 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 124
Up Audible Beeps: None Possible Cause: A catastrophic system error, which caused the server to crash, has been logged. Action: Run Insight Diagnostics ("HP Insight Diagnostics" on page 77) and replace failed components as indicated. Fan Solution Not Fully Redundant Audible Beeps: Possible Cause: The - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 125
that caused an NMI. Action: Run Insight Diagnostics ("HP Insight Diagnostics" on page 77) and replace the 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 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 126
a critical failure that caused an NMI. Action: Run Insight Diagnostics ("HP Insight Diagnostics" on page 77) and replace failed components as indicated. Not Supported. Audible Beeps: 2 short Description: The Fibre Channel adapter is not supported on the server. Action: Install the supported Fibre - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 127
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 only supported DIMM pairs when populating memory sockets. Refer to the applicable server user guide memory - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 128
installing more than one type of power supply. Action: Install supported power supplies in a supported configuration. For supported power supply configurations, see the server documentation on the HP website (http://www.hp.com/support). Mixed processor speeds detected. Please make sure that all - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 129
Check 2 - System DIMM Memory Audible Beeps: None Possible Cause: An uncorrectable error memory event occurred in a memory DIMM. Action: Run Insight Diagnostics ("HP Insight Diagnostics" on page 77) to identify failed DIMMs. Then, use the DIMM LEDs to identify failed DIMMs and replace the DIMMs. PCI - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 130
. Audible beeps: 1 long, 1 short Possible cause: Processor not supported by current server. Action: CAUTION: Before removing or replacing any processors, be sure to follow the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 18)." Failure to follow the - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 131
or used. Action: Populate the DIMM socket. This DIMM does not support thermal monitoring... A less efficient cooling solution with fans running at higher speeds the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 18)." Failure to follow the recommended - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 132
to the applicable server user guide memory requirements and replace with supported DIMMs. Unsupported PCI Card Detected supported by the server. Action: Install a supported power supply in bay X. For supported power supplies, see the server documentation on the HP website (http://www.hp.com/support - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 133
Audible Beeps: None Possible Cause: A USB tape device that supports One Button Disaster Recovery (OBDR) is installed in the system. Action: 1. Press 1 or 2. o Pressing 2 exits the configuration. o Pressing 1 starts the configuration. The following message appears - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 134
for ProLiant option, see the HP ROM-Based Setup Utility User Guide on the Documentation CD or the HP website (http://www.hp.com/support/ , remove it and see if the problem remains. If this message goes away after you remove your new hardware, there may be a problem with the add-in card. Audible - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 135
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 system board replacement. 102-System Board Failure, DMA Test Failed Audible Beeps - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 136
Action: Run Insight Diagnostics ("HP Insight Diagnostics" on page 77) and replace failed components as indicated. Beeps: None Possible Cause: Memory failure detected. Action: Run Insight Diagnostics ("HP Insight Diagnostics" on page 77) and replace failed components as indicated. Error messages 136 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 137
. Action: Run Insight Diagnostics ("HP Insight Diagnostics" on page 77) provided in "Performing processor procedures in the troubleshooting process (on page 18)." Failure to configured with only one FBDIMM and the system does not support single FBDIMM mode, or multiple FBDIMMs are installed but were - HP ProLiant DL380 G4 with MSA1000 | 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 139
or none Possible Cause: Installed DIMMs have a primary width of x8. Action: Install DIMMs that have a primary width of x4 if Advanced ECC memory support is required. 208-Memory Board Error - This error could be the result of a bad or improperly installed memory board or a system board issue Audible - HP ProLiant DL380 G4 with MSA1000 | 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 141
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 replace failed components as indicated. 304-Keyboard or System - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 142
cause 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 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 143
from operating properly. Action: 1. Run the server setup utility to configure the diskette drive port address and manually resolve the conflict. 2. Run Insight Diagnostics ("HP Insight Diagnostics" on page 77) and replace failed components as indicated. 612-Secondary Floppy Port Address Assignment - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 144
for the server, see the server user guide on the HP website (http://www.hp.com/support). 1611-CPU Zone Fan Assembly Failure Detected. the assembly is properly connected and each fan is properly seated. 3. If the problem persists, replace the failed fans. 4. If a known working replacement fan is - HP ProLiant DL380 G4 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 146
fans to be sure they are installed and working. 2. Be sure the assembly is properly connected and each fan is properly seated. 3. If the problem persists, replace the failed fans. 4. If a known working replacement fan is not spinning, replace the assembly. 1611-Power Supply Zone Fan Assembly Failure - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 147
1615-Power Supply Configuration Error Audible Beeps: None Possible Cause: 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 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 148
Reseat the SCSI cable on the controller and all connected devices. 3. If the problem persists, replace the SCSI cable. 1703 - Slot X Drive Array controller - Cause: The operating system currently running does not support virtual DMA service. Action: Load or update the device driver appropriate - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 149
and the backup copy was restored. • It was automatically updated because a newer version was available. Action: 1. Reboot the server. 2. If the problem still exists, update the controller to the latest firmware version. 1710-Slot X Drive Array - Non-Array Controller Drives Detected Warning: possible - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 150
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-Slot X Drive Array - Redundant Checksum Error... ...Backup ROM has automatically been activated; check firmware version - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 151
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: • If release notes - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 152
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 automatically disabled because of memory errors or because an unsupported SIMM type - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 153
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 Previously Failed - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 154
replacement battery pack. 1733-Slot X Drive Array - Storage Enclosure Firmware Upgrade Problem Detected... ...Port x Box y (Followed by one of the following:) * see the HP BladeSystem c-Class Enclosure Troubleshooting Guide on the HP website (http://www.hp.com/support/BladeSystem_Enclosure_TSG_en). - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 155
TPM board from an HP authorized service provider ("Contacting HP technical support or an authorized reseller" HP is not liable for blocked data access caused by improper TPM use. For operating instructions Drive Array - Storage Enclosure Redundant Cabling Problem Detected... ...Check storage box I/O - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 156
not purposefully removed, press F1 to display this message on reboot until the problem is resolved. The drives should be accessible through the remaining path. • If to cable the device in a supported manner for dual-domain redundant path support, see the product user guide. 1740-Fixed Disk 0 failed - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 157
removal and reinstallation (hot-plug hard drives only). 1746-Slot X Drive Array - Unsupported Storage Connection Detected... ...SAS connection via expander is not supported on this controller model. Access to all storage has been disabled until the expander and connections beyond it are detached or - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 158
pack(s) with the correct part number. 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 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 159
controllers. 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 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 160
the controllers. 2. If the problem persists: a. Replace the controllers. 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 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 161
firmware 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 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 162
Components (download from www.hp.com/support/proliantstorage): Model XYZ ( minimum version = ####) Audible Beeps: None Possible Cause: Drive firmware update needed. Action: The indicated drives are running firmware that is known to cause intermittent problems - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 163
has been automatically discarded. Action: Check the file system to determine whether any data has been lost. 1775-Slot X Drive Array - Storage Enclosure Cabling Problem Detected: SAS Port Y: OUT port of this box is attached to OUT port of previous box... ...Turn system and storage box power OFF and - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 164
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 If the ProLiant Storage System HP Smart Array Controller User Guide - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 165
Replace the unit side panel if removed. Check the LEDs. If the ProLiant Storage System power LED is amber instead of green, this indicates a redundant message 1777 for SCSI ("1777-Slot X Drive Array - Storage Enclosure Problem Detected..." on page 164). 1778-Slot X Drive Array resuming Automatic Data - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 166
, 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 as indicated. 1781-Disk 1 Failure Audible Beeps: None Possible Cause: Hard drive or format error - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 167
Hard drive circuitry error detected. Action: Run Insight Diagnostics ("HP Insight Diagnostics" on page 77) and replace failed components to the latest firmware version ("Firmware maintenance" on page 82). 4. If the problem persists, replace the controller. 1784-Slot X Drive Array - Drive Failure... - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 168
. * Configuration information indicates drive positions beyond the capability of this controller. This may be due to drive movement from a controller that supports more drives than the current controller. To avoid data loss turn system power OFF and reattach drives to the original controller - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 169
o Press the F1 key to continue with recovery of data to the drive. Data will be automatically restored to drive X when a failed drive has been replaced, or to the original drive if it is working again without errors. o Press the F2 key to continue without recovery of data to the drive. The failed - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 170
Hard drive error or wrong drive type detected. Action: 1. Run the server setup utility and correct the configuration. 2. If the problem persists, run Insight Diagnostics ("HP Insight Diagnostics" on page 77) and replace the failed assembly as indicated. 1791-Disk 1 Error Audible Beeps: None Possible - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 171
2. 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 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 172
self-test. Depending on the array controller model, the cache may be disabled or the controller might not be usable until this problem is corrected. Action: Replace the array accelerator daughter board. 1799-Slot X Drive Array - Drive(s) Disabled due to Array Accelerator Data Loss... ...Select - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 173
components. IMPORTANT: This guide provides information for multiple servers. Some information may not apply to the server you are troubleshooting. Refer to the server documentation for information on procedures, hardware options, software tools, and operating systems supported by the server. NOTE - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 174
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 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 175
the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 18)." Failure to follow 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 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 176
ports that enable service personnel to gather fault information. To gather the fault information: 1. Connect to the service port. 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). Error - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 177
resolve the problem. Stop when the problem is resolved. 1. Press the server blade management module reset button. 2. Replace the signal backplane. For more information, refer to the HP BladeSystem Maintenance and Service Guide on the HP website (http://www.hp.com/products/servers/proliant-bl/p-class - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 178
resolve the problem. Stop when the problem is resolved. 1. Press the server blade management module reset button. 2. Replace the power backplane. For more information, refer to the HP BladeSystem Maintenance and Service Guide on the HP website (http://www.hp.com/products/servers/proliant-bl/p-class - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 179
the problem. Stop when the problem is resolved. 1. Press the server blade management module reset button. 2. Reseat the interconnect module. For more information, refer to the HP BladeSystem Maintenance and Service Guide on the HP website (http://www.hp.com/products/servers/proliant-bl/p-class - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 180
: Perform the following steps to resolve the problem. Stop when the problem is resolved. 1. Reseat the power supply. For more information, refer to the HP BladeSystem Maintenance and Service Guide on the HP website (http://www.hp.com/products/servers/proliant-bl/p-class/info). 2. Reseat the power - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 181
problem. Stop when the problem is resolved. 1. Press the power management module reset button. Port 85 codes and iLO messages Troubleshooting information. 3. Reference the designated section in this guide for the appropriate troubleshooting steps. Processor-related port 85 codes Processor-related - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 182
format 4xh. IMPORTANT: Reboot the server after completing each numbered step. If the error condition continues, proceed with the next step. To troubleshoot memory-related error codes: 1. Check the memory LEDs for any identified errors or failed DIMMs, and take corrective action. Error messages 182 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 183
properly. CAUTION: Before removing or replacing any processors, be sure to follow the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 18)." Failure to follow the recommended guidelines can cause damage to the system board, requiring replacement of the - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 184
re-enter the server serial number through RBSU ("Re-entering 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 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 185
follow the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 18)." Failure to follow the recommended continue to operate. Action: Confirm that the license agreement in use supports all of the installed processors. Message ID: 4169 Severity: Warning - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 186
." 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 follow the recommended guidelines can cause damage to the system board, requiring replacement of the - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 187
part is required to address a system problem. The specialist will also determine whether you can replace the part. • For specific information about customer replaceable parts, refer to the maintenance and service guide on the HP website (http://www.hp.com/support). Server information you need Before - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 188
o List of connected peripheral devices o List of any other optional HP or Compaq hardware o Network configuration • Specific software information: o Operating to clear NVRAM Operating system information you need Depending on the problem, you may be asked for certain pieces of information. Be - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 189
drive • Current level of Microsoft® Windows® Service Packs and Hotfixes installed • A list of • A detailed description of the problem and any associated error messages Linux grub/menu.lst or boot/grub/grub.conf o /etc/fstab • If HP drivers are installed: o Version of the PSP used o List of drivers - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 190
files) • If HP drivers are installed: o Version of the PSP used o List of drivers from the PSP • Printouts or electronic copies (to e-mail to a support technician) of: o , with the versions • A detailed description of the problem and any associated error messages SCO operating systems Collect the - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 191
or electronic copies (to e-mail to a support technician) of: o IBMLAN.INI o PROTOCOL. BOOT o HPFS386.INI (for Advanced or Advanced with SMP) • If HP drivers are installed: o Version of the SSD used o List of SMP, or e-Business o All services running at the time the problem occurred • A list of each - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 192
for installation: End User Support, Entire Distribution, Developer System Support, or Core System Support • If HP drivers are installed with a • A detailed description of the problem and any associated error messages • Printouts or electronic copies (to e-mail to a support technician) of: o /usr/ - HP ProLiant DL380 G4 with MSA1000 | 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 194
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 iLO Integrated Lights-Out iLO 2 Integrated Lights-Out 2 iLO 3 Integrated Lights - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 195
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 abbreviations 195 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 196
Setup Utility RIS reserve information sector RPM Red Hat 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 - HP ProLiant DL380 G4 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 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 198
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 59 connection problems 20, 57 contacting authorized reseller 186 contacting HP 186, 187 contacting technical support 186 controller - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 199
online 85 device driver information 89 diagnose tab, HP Insight Diagnostics 76 diagnosing problems 76 diagnostic tools 73, 74, 76 diagnostics 116, 117 drive problems 43, 44, 45, 104, 105 drive replaced, no problem found 105 drive time-out occurred 99 drivers 78, 89 drives, troubleshooting 45 DVD-ROM - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 200
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 78 HP ProLiant instructions 88 - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 201
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, 90 operating systems 61, 62, 64, 79, 90, 187 operating systems - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 202
resources 88 product installation resources 88 ProLiant Support Pack (PSP) 79 PSPs, problems 65 remote support and analysis tools 78 required information 186, 187 resources 87 resources, troubleshooting 87 response time 47 restoring 63 revision history 10, 11, 12 RIS (Remote Installation Services - HP ProLiant DL380 G4 with MSA1000 | HP ProLiant Servers Troubleshooting Guide - Page 203
, 66 troubleshooting 22, 38 troubleshooting flowcharts 24 troubleshooting procedures, processor 18 troubleshooting resources 13 support 75 using this guide 13 utilities 68 utilities, deployment 68 V Version Control Repository Manager (VCRM) 79 video adapter problems 54 video colors 55 video problems - HP ProLiant DL380 G4 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