HP ProLiant ML310e HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho
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- HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 1
HP ProLiant Gen8 servers. This document is intended for the person who installs, administers, and troubleshoots servers or server blades. HP assumes you are qualified to service computer equipment and are trained in recognizing hazards in products with hazardous energy levels. Part Number - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 2
to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 3
processor procedures in the troubleshooting process 14 Breaking the server down to the minimum hardware configuration 15 Common problem resolution ...16 Loose connections ...16 Service notifications...16 Firmware updates ...16 Server updates with an HP Trusted Platform Module and BitLocker - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 4
occur after the system software is changed 61 Errors occur after an application is installed 61 ROM problems ...62 Remote ROM flash problems ...62 Boot problems...63 Software tools and solutions ...65 Server mode ...65 Product QuickSpecs...65 HP iLO Management Engine ...65 HP iLO ...65 Contents 4 - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 5
...69 Scripting Toolkit ...69 HP Service Pack for ProLiant ...70 HP Smart Update Manager ...70 HP ROM-Based Setup Utility ...71 Using RBSU ...71 Auto-configuration process ...71 Boot options ...72 Configuring AMP modes ...72 Re-entering the server serial number and product ID 72 Utilities and - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 6
, drive, memory, expansion board and processor installation instructions, and board layouts ...82 Product configuration resources ...82 Device driver information ...82 DDR3 memory configuration...82 Operating System Version Support...82 Operating system installation and configuration information - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 7
guide The HP ProLiant Gen8 Troubleshooting Guide, Volume I: Troubleshooting, part number 669443-XXX, focuses on troubleshooting procedures for HP ProLiant Gen8 ML, DL, BL, and SL servers. The complete list of Gen8 error messages is not included in this volume, but is included in HP ProLiant Gen8 - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 8
edition of the HP ProLiant Gen8 Troubleshooting Guide, Volume I: Troubleshooting, part number 669443-XX3, includes the following additions and updates: • Added "Front Panel LEDs & Buttons (HP ProLiant ML and DL servers only) (on page 19)" to Common problem resolution. • Updated "Health status LED - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 9
HP ProLiant Gen8 Troubleshooting Guide, Volume I: Troubleshooting, part number 669443-XX2, included the following additions and updates: • Updated Service notifications (on page 16) • Updated Remote troubleshooting (on page 21) • Updated Diagnostic flowcharts (on page 25) • Updated Drive problems - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 10
: 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. 1. Review the important - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 11
safety requirements and guidelines for manual material handling. These symbols, HP should attempt to repair this equipment. All troubleshooting is a single-rack installation. • The racks are coupled together in multiple-rack installations. • Only one component server. Troubleshooting preparation 11 - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 12
manual handling. • Obtain adequate assistance to lift and stabilize the chassis during installation or removal. • The server megohm ±10 percent install the part. For more information on static electricity or assistance with product installation, contact an authorized reseller. Troubleshooting - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 13
did you remember to change the appropriate settings in the server setup utility, if necessary? • How long has the server exhibited problem symptoms? • If the problem occurs randomly, what is the duration or frequency? • What failed based on the HP iLO Event Log or the IML? To answer these questions - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 14
strap, and software utilities, necessary to troubleshoot the problem. o You must have the appropriate support software installed on the server. To verify the server configuration, connect to the System Management Homepage (http://h18013.www1.hp.com/products/servers/management/agents/index.html ) and - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 15
more information, see the memory guidelines in the server user guide. • All additional cooling fans, if applicable For the minimum fan configuration, see the server user guide. • All additional power supplies, if applicable (leave one installed) • All hard drives • All optical drives (DVD-ROM, CD - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 16
: Update the firmware by downloading SPP ("HP Service Pack for ProLiant" on page 70) on the HP website (http://www.hp.com/go/spp). • HP Support Center website: The most recent version of a particular server or option firmware from the HP website (http://www.hp.com/go/hpsc). To locate the drivers for - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 17
If updating a server with a TPM installed, see "Server updates with an HP Trusted Platform Module and BitLocker enabled (on page 17)." Server updates with an HP Trusted Platform Module and BitLocker enabled When a TPM is installed and enabled in RBSU, and when the Microsoft Windows BitLocker Drive - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 18
guide on the HP website (http://www.hp.com/go/hpsc). Component LED definitions Many common problems can be identified by reviewing the component and server LEDs. For more information, see the server and component documentation on the HP website (http://www.hp.com/go/hpsc). SAS, SATA, and SSD drive - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 19
initialized. System is in standby, Power On/Standby Button service is initialized. System is waiting to power on, Power On/Standby button is pressed. System is powered on. Health status LED bar definitions (blades only) HP ProLiant Gen8 server blades have a health status LED bar with the following - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 20
attached, no power supplies are installed, power supply failure has occurred, or the power button cable is disconnected. **To identify components in a degraded or critical state, see the Systems Insight Display LEDs in the server user guide and check the iLO/BIOS logs. Common problem resolution 20 - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 21
administrators troubleshoot servers from remote locations. • HP iLO (on page 65) HP iLO is available for all HP ProLiant servers. HP iLO consists of an intelligent processor and firmware that allows for remote server management. The HP iLO VSP provides bi-directional data flow with a server serial - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 22
User Guide. The Virtual Connect documentation is available on the Installing tab of the HP BladeSystem Technical Resources website (http://www.hp.com/go/bladesystem/documentation). Using HP iLO for remote troubleshooting of servers and server blades 1. Log in to the iLO web interface. 2. Review the - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 23
, see the HP BladeSystem c-Class Enclosure Troubleshooting Guide on the HP website (http://www.hp.com/support/BladeSystem_Enclosure_TSG_en). 2. To verify the status and diagnostics for the blade, access Device bays > Host > Status tab. 3. Review the IML tab for possible server hardware events that - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 24
using the procedures in the HP BladeSystem c-Class Enclosure Troubleshooting Guide on the HP website (http://www.hp.com/support/BladeSystem_Enclosure_TSG_en). Using the OA CLI 1. For systems using OA firmware 3.60 or later, execute the SHOW HEALTH CLI command and review possible degraded sections to - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 25
flowcharts. Troubleshooting flowchart reference websites Each flowchart contains references to external websites. The following websites correspond to the numbered websites in each flowchart: 1. HP Support Center (http://www.hp.com/go/hpsc) 2. HP ProLiant maintenance and service guides: Diagnostic - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 26
locate the HP iLO 4 User Guide, select the product, and then select Support & Documents. Select Manuals and locate the link to the document. 4. System Management Homepage (https://localhost:2381) Access consolidated system management information. 5. HP ProLiant Gen8 Troubleshooting Guide, Volume II - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 27
Start diagnosis flowchart Use the following flowchart to start the diagnostic process. Remote diagnosis flowchart Diagnostic flowcharts 27 - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 28
The Remote diagnosis flowchart provides a generic approach to troubleshooting a server from a remote location. Diagnostic flowcharts 28 - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 29
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. Power-on problems flowchart Server power-on problems flowchart (non-blade servers) For the location of server LEDs and information on - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 30
or faulty power cord • Power source problem • Improperly seated component or interlock problem Server blade power-on problems flowchart For the location of server LEDs and information on their statuses, see the server documentation on the HP website (http://www.hp.com/go/hpsc). System power and - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 31
red or flashing amber. Possible causes: • The server blade is not properly installed in the enclosure. • The server blade is not configured to automatically power on in HP iLO. • The power being supplied is not sufficient for the server blades installed in the enclosure. • The power cap is not - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 32
blade has a mismatched fabric installed on the mezzanine 1 connector or the mezzanine 2 connector. POST problems flowchart Symptoms: • Server does not complete POST NOTE: The server has completed POST when the system attempts to access the boot device. • Server completes POST with errors Possible - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 33
• Faulty video device Server POST problems flowchart (non-blade servers) Diagnostic flowcharts 33 - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 34
Several packaging changes have taken place with HP ProLiant Gen8 servers: SmartStart CDs and the Smart Update Firmware DVD will no longer ship with these new servers. Instead, the deployment capability is embedded in the server as part of HP iLO Management Engine's Intelligent Provisioning. Symptoms - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 35
health LED or component health LED is red or amber NOTE: For the location of server LEDs and information on their statuses, refer to the server documentation. Possible causes: • Improperly seated or faulty internal or external component • Unsupported component installed Diagnostic flowcharts 35 - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 36
internal health LED and external health LED may either appear solid or they may flash. Both conditions represent the same symptom. For the location of server LEDs and information on their statuses, see the server documentation on the HP website (http://www.hp.com/go/hpsc). Diagnostic flowcharts 36 - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 37
Server blade fault indications flowchart Diagnostic flowcharts 37 - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 38
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 ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 39
hardware, such as hard drives. Remove the newly added component and if the problem is no longer present, then additional power supplies are required. Check the system information from the IML. For product-specific information, see the server documentation on the HP website (http://www.hp.com/go/hpsc - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 40
for instructions regarding the specific LED to determine the cause of the error. General hardware problems Problems with new hardware Action: 1. Be sure the hardware being installed is a supported option on the server. For information on supported hardware, see the server documentation on the HP - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 41
the settings in RBSU. b. Save and exit the utility. c. Restart the server. For more information on RBSU, see the HP ROM-Based Setup Utility User Guide on the Documentation CD or the HP website (http://www.hp.com/support/rbsu). 10. Be sure all switch settings are set correctly. For more information - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 42
for the slot PCIe bus width, see the HP product QuickSpecs (on page 79). Testing the device Action: 1. Uninstall the device. If the server works with the device removed and uninstalled, a problem exists with the device, the server does not support the device, or a conflict exists with another device - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 43
the original cables were faulty. 4. Be sure the correct, current driver is installed. Drive problems (hard drives and solid state drives) Drives are failed Action: 1. Be sure no loose connections (on page 16) exist. 2. Check to see if an update is available for any of the following: o Smart Array - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 44
supported. To determine drive support, see the server QuickSpecs on the HP website (http://www.hp.com/go/productbulletin). 7. Power cycle the server. If the drive appears, check to see if the drive firmware needs to be updated. 8. Be sure the drive bay is not defective by installing the hard drive - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 45
Dynamic Smart Array B120i RAID controller and the AHCI do not support SAS hard drives. 18. If the HP Dynamic Smart Array B320i RAID controller or the HP Dynamic Smart Array B120i RAID controller is installed on the server, be sure that RAID mode is enabled in RBSU. Data is inaccessible Action: 1. Be - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 46
Array B320i RAID controller drives Action: Manually install the HP Dynamic Smart Array B120i RAID controller or the HP Dynamic Smart Array B320i RAID controller drivers. For more information, see the controller documentation. Data failure or disk errors on a server with a 10 SFF drive backplane or - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 47
material. 10. For HP BladeSystem c-Class enclosure fan problems, review the fan section of OA SHOW ALL and the FAN FRU low level firmware. For more information, see the HP BladeSystem c-Class Enclosure Troubleshooting Guide on the HP website (http://www.hp.com/support/BladeSystem_Enclosure_TSG_en - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 48
after resetting the OA, then upgrade to OA firmware 3.60 or later to resolve the issue. For more information, review the HP BladeSystem c-Class Enclosure Troubleshooting Guide on the HP website (http://www.hp.com/go/bladesystem/documentation). HP Trusted Platform Module problems Action: If the TPM - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 49
exists Possible Cause: The memory modules are not installed correctly. Action: 1. Be sure the memory modules are supported by the server. See the server documentation. 2. Be sure the memory modules have been installed correctly in a supported configuration. See the server documentation. 3. Be sure - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 50
with existing memory. Run the server setup utility. 7. Test the memory by installing the memory into a known working server. Be sure the memory meets the requirements of the new server on which you are testing the memory. 8. Replace the memory. See the server documentation. Processor problems Action - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 51
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 maintain support and uptime, HP provides updated system ROM before shipping new stepping - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 52
ready again. 4. Check for conflicts in backup software services. 5. Check the SAS/HBA/Driver configuration of the drive. 6. Inspect media and cables, and discard any that are faulty or damaged. 7. Contact HP support ("Contacting HP technical support or an authorized reseller" on page 84). Read - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 53
listed as a supported option for the server. For a complete list of supported options, see the server documentation on the HP website (http://www.hp.com/go/hpsc). • Be sure that the power supplies installed in the server provide adequate power to support the server configuration. Some high-power - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 54
board is installed in a PCI hot-plug slot, be sure the slot has power by checking the power LED on the slot, if applicable. See the server documentation. 10. Be sure the server and the OS support the video expansion board. 11. Be sure the video driver is current. For driver requirements, see - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 55
from the input device to the server. 2. If a KVM switching device is in use, be sure all cables and connectors are the proper length and are supported by the switch. Refer to the switch documentation. 3. Be sure the current drivers for the operating system are installed. 4. Be sure the device - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 56
if any statuses indicate the source of the problem. For LED information, see the network controller or server documentation. 2. Be sure the correct network driver is installed for the controller and that the driver file is not corrupted. Reinstall the driver. 3. Be sure no loose connections (on page - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 57
HP Smart Array B320i RAID configuration. Data located on drives accessed in RAID mode is not compatible with data accessed from non-RAID mode. ...and data located on drives accessed in non-RAID mode is not compatible with data accessed from RAID mode. Action: HP recommends that you access drive data - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 58
selected when BitLocker™ was configured. Failure to provide the correct recovery password or passwords results in loss of access to all encrypted data. Be sure to enable BitLocker™ after the installation is complete. For information on BitLocker™, see BitLocker™ for Servers on the Microsoft website - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 59
supported by the server. Refer to "Software tools and solutions (on page 65)" for more information. Operating system problems and resolutions Operating system problems Operating system locks up Action: Do the following: • Scan for viruses with an updated virus scan utility. • Review the HP iLO - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 60
deletes the current hardware configuration information, including array setup and disk partitioning, and erases all connected hard drives completely. Refer to the instructions for using this utility. 2. Be sure the server has adequate resources (processor speed, hard drive space, and memory) for the - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 61
For troubleshooting information specific to Linux operating systems, see the Linux for ProLiant website (http://h18000.www1.hp.com/products/servers/linux). To assist in possible LINUX installation issues on HP ProLiant servers, capture the cfg2html report before contacting HP technical support - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 62
and the program exits. Only supported systems can be upgraded using the Remote ROM Flash utility. To determine if the server is supported, see the HP website (http://www.hp.com/go/hpsc). System requests recovery method during a firmware update When updating the firmware on a BitLocker-encrypted - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 63
supported for the hardware configuration. 5. Verify the firmware update by checking the firmware version. 6. If a TPM is installed and enabled on the server, enable BitLocker™ after the firmware update is complete. For more information, see the operating system documentation. Boot problems Server - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 64
service replacement. To switch to the backup ROM when the System ROM is not corrupt, use RBSU ("HP ROM-Based Setup Utility" on page 71). Server system maintenance switch to on. 5. Install the access panel. 6. Install the server in the enclosure and power up the server. 7. After the system beeps, - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 65
(on page 68) HP Insight Remote Support software (on page 69) HP Insight Online (on page 69) Erase Utility (on page 68) Scripting Toolkit (on page 69) HP Service Pack for ProLiant (on page 70) HP Smart Update Manager (on page 70) HP ROM-Based Setup Utility (on page 71) Array Configuration Utility (on - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 66
SNMP alerts from HP iLO regardless of the state of the host server. • Access Active Health System troubleshooting features through the HP iLO interface. • Subscribe to HP Insight Remote Support software without installing any drivers or agents. For more information about HP iLO features (which may - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 67
o For Windows: IML Viewer o For Linux: IML Viewer Application • From within the HP iLO user interface • From within HP Insight Diagnostics (on page 68) Intelligent Provisioning Several packaging changes have taken place with HP ProLiant Gen8 servers: SmartStart CDs and the Smart Update Firmware DVD - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 68
factory state, deletes the current hardware configuration information, including array setup and disk partitioning, and erases all connected hard drives completely. Refer to the instructions for using this utility. Use the Erase Utility to erase hard drives and Active Health System logs, and - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 69
/docs). • To install HP Insight Remote Support and enable HP Insight Online, see the HP Insight Online Integrated Solution and Management Setup Guide on the HP website (http://www.hp.com/go/proliantgen8/docs). Scripting Toolkit The Scripting Toolkit is a server deployment product that enables you to - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 70
included in many HP products for installing and updating firmware and software on HP ProLiant servers. HP SUM provides a GUI and a command-line scriptable interface for deployment of firmware and software for single or one-to-many HP ProLiant servers and network-based targets, such as iLOs, OAs, and - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 71
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). HP ROM-Based Setup Utility RBSU is a configuration utility embedded in HP ProLiant servers that performs a wide range of configuration activities that - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 72
F12 key. Configuring AMP modes Not all HP ProLiant servers support all AMP modes. RBSU provides menu options only for the modes supported by the server. Advanced memory protection within RBSU enables the following advanced memory modes: • Advanced ECC Mode-Provides memory protection beyond Standard - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 73
. The server automatically reboots. Utilities and features Array Configuration Utility ACU is a utility with the following features: • Runs as a local application or remote service accessed through the HP System Management Homepage • Supports online array capacity expansion, logical drive extension - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 74
, see the HP ROM-Based Setup Utility User Guide on the Documentation CD or the HP website (http://www.hp.com/support/rbsu). For more information about the controller and its features, see the HP Smart Array Controllers for HP ProLiant Servers User Guide on the HP website (http://www.hp.com/support - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 75
is not available normally. Specifically, HP provides legacy USB functionality for the following: • POST • RBSU • Diagnostics • DOS • Operating environments which do not provide native USB support Redundant ROM support The server enables you to upgrade or configure the ROM safely with redundant ROM - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 76
HP website (http://www.hp.com/support). The Enhanced SoftPaq download contains utilities to restore or upgrade the System ROM on ProLiant servers: The Enhanced SoftPaq download is a Windows-based utility to partition, format, and copy files locally to a USB flash media device, such as an HP drive - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 77
systems and virtualization software support for ProLiant servers For information about specific versions of a supported operating system, see the HP website (http://www.hp.com/go/ossupport). Change control and proactive notification HP offers Change Control and Proactive Notification to notify - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 78
website HP Guided Troubleshooting is available for many products and components on the HP website (http://www.hp.com/support/gts). Troubleshooting resources for previous HP ProLiant server models The HP ProLiant Servers Troubleshooting Guide provides procedures for resolving common problems and - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 79
CD. Server documentation can also be accessed from the HP Support Center website (http://www.hp.com/go/hpsc). HP product QuickSpecs For more information about product features, specifications, options, configurations, and compatibility, see the product QuickSpecs on the HP Product Bulletin website - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 80
instructions For server features, see the Product QuickSpecs on the HP website (http://www.hp.com/go/productbulletin). For installation instructions, see the server user guide on the Documentation CD or on the HP Support Center website (http://www.hp.com/go/hpsc). HP resources for troubleshooting - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 81
• Documentation CD that ships with the enclosure (for HP BladeSystem documentation) • HP Support Center website (http://www.hp.com/go/hpsc) Teardown procedures, part numbers, specifications See the server maintenance and service guide, available in the following locations: • Documentation CD that - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 82
server • HP Support Center website (http://www.hp.com/go/hpsc) Product configuration resources Device driver information See the device driver information on the HP website (http://www.hp.com/go/hpsc). DDR3 memory configuration See the DDR3 Memory Configuration Tool on the HP website (http://www.hp - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 83
and configuration of the server For HP ProLiant servers, see the HP ProLiant Server Setup Poster that ships with the server or on the Documentation CD that ships with the server. For HP BladeSystem c-Class enclosures and HP ProLiant BL c-Class Server Blades, see the HP BladeSystem c-Class Server - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 84
quality improvement, calls may be recorded or monitored. • If you have purchased a Care Pack (service upgrade), see the Support & Drivers website (http://www8.hp.com/us/en/support-drivers.html). If the problem cannot be resolved at the website, call 1-800-633-3600. For more information about Care - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 85
systems Collect the following information: • Whether the operating system was factory installed • Operating system version number • A current copy of the following files: o WinMSD (Msinfo32.exe on Microsoft Windows 2008 systems) o Output of BCDedit /v o Memory.dmp Support and other resources 85 - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 86
page 93) • If HP drivers are installed: o Version of the SPP used o List of drivers from the SPP • The drive subsystem and file system information: o Number and size of partitions and logical drives o File system on each logical drive • Current level of Microsoft Windows Service Packs and Hot fixes - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 87
group selected for installation: End User Support, Entire Distribution, Developer System Support, or Core System Support • If HP drivers are installed with a DU: o DU number o List of drivers in the DU diskette • The drive subsystem and file system information: o Number and size of partitions - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 88
by HP support to analyze an HP ProLiant Gen8 Server. For more information about the Active Health System, see "Active Health System (on page 66)." You can download the Active Health System log manually and send it to HP. The log can be downloaded using the following tools: • HP iLO ("Use HP iLO to - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 89
Provisioning With HP ProLiant Gen8 Servers, all diagnostic tools are now embedded on a NAND flash module that can be accessed by pressing F10 at POST during server boot. For more information, see "Intelligent Provisioning (on page 67)." Download the Active Health System log Use one of the - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 90
Maintenance Options screen allows you to download Active Health System telemetry data from the server onto a USB key in the form of an Active Health System log file: hp_serial#_date.ahs The log file is sent to HP Services for problem resolution. Use this screen to select the duration for which - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 91
download, a pop-up window for a virtually mounted drive may be displayed briefly during the download. This drive will disconnect automatically. If the log is larger than 15 MB, then zip or compress the file before sending it to HP support. If you have an open case with HP Support, you can e-mail - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 92
where XXXXXXXXXX represents your HP Support case number. ACU diagnostic tasks 1. Open ACU. For more information, see "Array configuration utility (on page one of the task buttons: o If you select Generate Diagnostic Report, wait for the report to generate, and then click Close Report or Save Report. - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 93
on the HP website (http://www.hp.com/support/CASAC_RG_en). HPS report The HPS reports are used to capture critical operation and configuration information from Windows server environments. The HPS report utility can be downloaded from the HP website (http://update.external.hp.com/HPS/HPSreports). To - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 94
end ACU Array Configuration Utility AMP Advanced Memory Protection ASR Automatic Server Recovery CS cable select DDR3 double data rate-3 DU driver update ESD electrostatic discharge FC Fibre Channel HBA host bus adapter HP SIM HP Systems Insight Manager HP SUM HP Smart Update Manager Acronyms and - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 95
HPRCU HP ROM Configuration Utility iLO Integrated Lights-Out IML Integrated Management Log IRQ interrupt request ISO International Organization for Standardization KVM keyboard, video, and mouse NVRAM nonvolatile memory OA Onboard Administrator ORCA Option ROM Configuration for Arrays POST Power-On - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 96
SD Secure Digital SIM Systems Insight Manager SPP HP Service Pack for ProLiant SSD solid-state drive SSH Secure Shell TPM Trusted Platform Module UPS uninterruptible power system USB universal serial bus VCA Version Control Agent VCM Virtual Connect Manager VCRM Version - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 97
documentation that meets your needs. To help us improve the documentation, send any errors, suggestions, or comments to Documentation Feedback (mailto:[email protected]). Include the document title and part number, version number, or the URL when submitting your feedback. Documentation feedback 97 - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 98
low 40 battery 40 BIOS (Basic Input/Output System) 65, 74 BIOS upgrade 65, 74 blank screen 54 boot options 72 booting problems 43 booting the server 43 button, UID 19 buttons 19 C cable problems 45, 46, 55 cables 16 cables, troubleshooting 16, 46 cables, VGA 55 cabling 81 cabling, drive 45 Care Pack - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 99
status of 18 hard drives, moving 44, 45 hardware features 38 hardware problems 38, 40 hardware supported 38 hardware troubleshooting 38, 40, 41, 43, 54 health driver 75 Health LED, troubleshooting 19 health LEDs 19 health status LED bar 19 hot fixes 60 how to use this guide 7 HP Dynamic Smart Array - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 100
resources 79, 80 product installation resources 80 Q QuickSpecs 65, 79, 80, 81 R rack stability 11 rack warnings 11 RBSU (ROM-Based Setup Utility) 43, 65, 71, 72 RBSU configuration 71 read/write issue, tape drive 52 reconfiguring software 60 redundant ROM 63, 75 registering the server 80 Index 100 - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 101
, 75 ROM, updating 62 ROM-Based Setup Utility (RBSU) 43, 71 ROMPaq Disaster Recovery 62 ROMPaq utility 65, 74, 75 S safety considerations 10, 75 safety information 10, 75 SAS drives 18 SATA hard drive 18, 44 scripted installation 69 SD card 46 security 75, 83 serial number 72 server documentation 79 - HP ProLiant ML310e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 102
Version Control Agent (VCA) 76 Version Control Repository Manager (VCRM) 76 VGA 55 video adapter problems 53 video colors 55 video problems 54, 55 Virtual Connect Manager 21, 22 W warnings 11, 81 website, HP 78, 80 websites, reference 25, 78 what's new 8, 9 when to reconfigure or reload software 60
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HP ProLiant Gen8
Troubleshooting Guide
Volume I: Troubleshooting
Abstract
This document describes common procedures and solutions for the many levels of troubleshooting HP ProLiant Gen8 servers. This document is
intended for the person who installs, administers, and troubleshoots servers or server blades. HP assumes you are qualified to service computer
equipment and are trained in recognizing hazards in products with hazardous energy levels.
Part Number: 669443-003
December 2012
Edition: 3