HP ProLiant SL270s HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho
HP ProLiant SL270s Manual
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- HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 1
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 - HP ProLiant SL270s | 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 SL270s | 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 SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 4
38 Procedures for all ProLiant servers ...38 Power problems ...38 Power source problems ...38 Power supply problems ...39 UPS problems ...39 General hardware problems ...40 Problems with new hardware ...40 Unknown problem ...41 Third-party device problems ...42 Internal system problems ...43 CD-ROM - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 5
Support Center website...78 HP Guided Troubleshooting website 78 Troubleshooting resources for previous HP ProLiant server models 78 Server blade enclosure troubleshooting resources 78 Error message resources ...78 Server documentation ...79 HP product QuickSpecs ...79 White papers ...79 Service - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 6
83 Fault tolerance, security, care and maintenance, configuration and setup 83 Support and other resources ...84 Contacting HP technical support or an authorized reseller 84 Customer self repair ...84 Server information you need...84 Operating system information you need ...85 Microsoft operating - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 7
"Error message resources (on page 78)." When troubleshooting HP ProLiant servers models prior to HP ProLiant Gen8 servers, see the HP ProLiant Servers Troubleshooting Guide. For more information, see "Troubleshooting resources for previous HP ProLiant server models (on page 78)." NOTE: For common - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 8
third 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 - HP ProLiant SL270s | 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 SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 10
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 user or field serviceable parts. Do - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 11
local occupational health and safety requirements and guidelines for manual material handling. These symbols, on power supplies or systems technicians trained by HP should attempt to repair this equipment. All troubleshooting and repair procedures are server. Troubleshooting preparation 11 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 12
for manual handling. • Obtain adequate assistance to lift and stabilize the chassis during installation or removal. • The server is dissipating floor mats. • Use conductive field service tools. • Use a portable field service kit with a folding static-dissipating work Troubleshooting preparation 12 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 13
Symptom information Before troubleshooting a server problem, collect the following information: • Does the server power on? • Does the server complete POST? If not, then what do the health LEDs indicate? Is video display available? If server completes POST and video is available, are there any POST - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 14
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 cannot locate the hard copy of the instructions, Troubleshooting preparation 14 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 15
locate the server user guide or maintenance and service guide on the HP website (http://www.hp.com/go/hpsc). • Never touch the sure to follow the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 14)." Failure to follow the recommended guidelines can - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 16
SPP: 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 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 17
services (on page 79)." For more information on updating firmware, see "Keeping the system current (on page 75)." If updating a server with a TPM installed, see "Server updates with an HP Some servers require the use of a DIMM tool to open the slots. For more information, see the server user guide. • - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 18
on the server or the server user 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 - HP ProLiant SL270s | 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 SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 20
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 SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 21
several options that help IT 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 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 22
Manager Command Line Interface 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 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 23
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 require action - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 24
troubleshoot the issue further using the procedures in the HP BladeSystem c-Class Enclosure Troubleshooting Guide on the HP website (http://www.hp.com/support for the following command output: o SHOW ENCLOSURE STATUS o SHOW SERVER STATUS ALL o SHOW INTERCONNECT STATUS ALL If any status is degraded - HP ProLiant SL270s | 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 SL270s | 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 SL270s | 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 SL270s | 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 SL270s | 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 SL270s | 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 SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 31
flashing 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 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 32
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 problems: • Improperly seated or faulty internal component - HP ProLiant SL270s | 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 SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 34
Operating system boot problems flowchart 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 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 35
system 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 - HP ProLiant SL270s | 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 SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 37
Server blade fault indications flowchart Diagnostic flowcharts 37 - HP ProLiant SL270s | 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 SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 39
supported by the server. For a list of supported power supplies, see the server documentation on the HP website (http://www.hp.com/go/hpsc). Power supply power LED is green but the server the country in which the server is located. See the UPS reference guide for specifications. Hardware problems 39 - HP ProLiant SL270s | 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 SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 41
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 problem. For LED information, see the server documentation. 2. Power down and disconnect power to the server. Remove all power sources to the server - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 42
in "Performing processor procedures in the troubleshooting process (on page 14)." Failure 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 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 43
: o See the operating system and server documentation to be sure both support booting from a USB CD-ROM drive. o Be sure legacy support for a USB CD-ROM drive is faulty. 4. Be sure the correct, current driver is installed. Drive problems (hard drives and solid state drives) Drives are failed Action: - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 44
recognized Action: 1. Be sure no power problems (on page 38) exist. 2. server-specific drive LED information, see the server documentation or the HP website (http://www.hp.com). 6. Be sure the drive is supported. To determine drive support, see the server QuickSpecs on the HP website (http://www.hp - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 45
are zoned to the server using the Virtual SAS Manager. 17. For the HP Dynamic Smart Array B320i RAID controller to support SAS hard drives, be HP SmartDrive icons or LEDs illuminate errors for the wrong drive or an error message is displayed in POST, ACU, or ADU Action: See the server user guide - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 46
from the SD or MicroSD card. 2. Use the HP iLO GUI to verify that the SD card is detected by HP iLO. 3. Remove all power from the server. Reseat the SD or MicroSD card, and then power on the server. USB drive key problems System does not boot from the drive Action: 1. Be sure that - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 47
Enclosure Troubleshooting Guide on the HP website (http://www.hp.com/support/BladeSystem_Enclosure_TSG_en). Hot-plug fan problems are occurring Action: 1. Check the LEDs to be sure the hot-plug fans are working. Refer to the server documentation for LED information. NOTE: For servers with redundant - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 48
Troubleshooting Guide on the HP website (http://www.hp.com/go/bladesystem/documentation). 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 SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 49
. Some server models only support 32 cores and this may reduce the amount of memory that is visible. Server fails to recognize new memory Action: 1. Be sure the memory is the correct type for the server and is installed according to the server requirements. See the server documentation or HP website - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 50
server documentation. Processor problems Action: 1. Be sure each processor is supported by the server and is installed as directed in the server separated. For specific instructions for the server you are troubleshooting, refer to processor information in the server user guide. CAUTION: Before - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 51
to be functionally equivalent to previous steppings. HP ProLiant servers fully support mixing steppings when other parameters are identical: , see the documentation that ships with the processor. Tape drive problems The following sections include the most common tape drive issues. Actions - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 52
drive guided troubleshooting information, see the HP website (http://www.hp.com/support/gts). To download HP StorageWorks 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 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 53
(41ºF). Graphics and video adapter problems General graphics and video adapter problems are occurring Action: • Use only cards listed as a supported option for the server. For a complete list of supported options, see the server documentation on the HP website (http://www.hp.com/go/hpsc). • Be sure - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 54
model servers, check the cable connection from the monitor to the server, and then from the server to the power outlet. o For blades, verify that the HP c- 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 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 55
. 5. Restart the system and check whether the input device functions correctly after the server restarts. 6. Replace the device with a known working equivalent device (another similar mouse or keyboard). o If the problem still occurs with the new mouse or keyboard, the connector port on the system - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 56
problem has not caused the failure. For more information, see the operating system documentation. 6. Be sure the server and operating system support the controller. For more information, see the server is not damaged. 6. Run Insight Diagnostics ("HP Insight Diagnostics" on page 68) and replace - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 57
and connected. Controller problems HP Dynamic Smart Array B320i or HP Dynamic Smart array B120i drives are not found when RAID mode is disabled Description: When an HP Dynamic Smart Array B120i RAID controller or an HP Dynamic Smart Array B320i RAID controller are enabled on a server and RAID mode - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 58
. Drive roaming is an offline feature. There is no method for removing an array while the server is online and then moving it to a new physical location. Expansion board problems System requests recovery method during expansion board replacement When replacing an expansion board on a BitLocker - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 59
problem diagnosis. IMPORTANT: This guide provides information for multiple servers. Some information may not apply to the server you are troubleshooting. Refer to the server documentation for information on procedures, hardware options, software tools, and operating systems supported by the server - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 60
to the instructions for using this utility. 2. Be sure the server has adequate resources (processor speed, hard drive space, and memory) for the software. 3. Be sure the server ROM is current and the configuration is correct. 4. Be sure you have printed records of all troubleshooting information you - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 61
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 problem. - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 62
describing the problem, and then the remote registry service is running supported servers list, an error message appears 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 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 63
to measure the following option ROMs: • HP iLO • NIC • Smart Array storage firmware to the current version supported for the hardware configuration. 5. server, enable BitLocker™ after the firmware update is complete. For more information, see the operating system documentation. Boot problems Server - HP ProLiant SL270s | 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 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). Software problems - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 65
modes. Software or configuration utility Server mode HP iLO (on page 65) Online HP Insight Diagnostics (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 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 66
• Easy export and upload to Service and Support The HP Active Health System monitors and records changes in the server hardware and system configuration. The Active Health System assists in diagnosing problems and delivering rapid resolution when server failures occur. The Active Health System - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 67
Provisioning. Intelligent Provisioning is an essential single-server deployment tool embedded in HP ProLiant Gen8 servers that simplifies HP ProLiant server setup, providing a reliable and consistent way to deploy HP ProLiant server configurations. • Intelligent Provisioning assists with the OS - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 68
in both offline and online versions, that provides diagnostics and troubleshooting capabilities to assist IT administrators who verify server installations, troubleshoot problems, and perform repair validation. HP Insight Diagnostics Offline Edition performs various in-depth system and component - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 69
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 build an unattended automated installation for high-volume server deployments. The Scripting Toolkit is designed to support ProLiant BL - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 70
• Remote (one-to-many) online deployment of HP ProLiant servers and enclosures • Local offline firmware deployments with HP Support Pack for ProLiant deliverables • Remote offline deployment when used with the Scripting Toolkit (HP ProLiant Gen8 and later), iLO Virtual Media, or PXE booted - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 71
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). HP ROM-Based Setup Utility RBSU is a configuration utility embedded in HP ProLiant servers that performs a wide range of configuration activities - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 72
• Force a PXE Network boot by pressing the 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 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 73
to confirm exiting RBSU. 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 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 74
an embedded utility, starting with HP ProLiant Gen8 servers. To access ACU, use 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 SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 75
error occurs, such as a blue screen, ABEND (does not apply to HP ProLiant DL980 Servers), or panic. A system fail-safe timer, the ASR timer, starts when Homepage or through RBSU. USB support HP provides both standard USB 2.0 support and legacy USB 2.0 support. Standard support is provided by the OS - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 76
User Guide, and the HP Version Control Repository User Guide on the HP website (http://www.hp.com/go/hpsim). System ROMPaq Firmware Upgrade Utility The Systems ROMPaq Firmware Upgrade Utility for ProLiant servers is available as a SoftPaq download from the HP website (http://www.hp.com/support). The - HP ProLiant SL270s | 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 SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 78
on HP ProLiant servers and server blade models prior to Gen8. This guide includes problem-specific flowcharts to help you navigate complex troubleshooting processes. To view the guide, select a language: • English (http://www.hp.com/support/ProLiant_TSG_en) • French (http://www.hp.com/support - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 79
one of the following websites: • HP Support Center (http://www.hp.com/go/hpsc) • Industry Standard Server Technology Communications (http://www.hp.com/servers/technology) Service notifications, advisories, and notices To search for service notifications, see the HP website (http://www.hp.com/go/hpsc - HP ProLiant SL270s | 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 SL270s | 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 SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 82
and configuration information for the server setup software See the server user guide on the Documentation CD, the HP ProLiant Server Setup Poster shipped with the server, or the server blade installation instructions on the HP website (http://www.hp.com/go/hpsc). HP resources for troubleshooting 82 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 83
hpsim). Fault tolerance, security, care and maintenance, configuration and setup See the server documentation available in the following locations: • Documentation CD that ships with the server • HP Business Support Center website (http://www.hp.com/go/bizsupport) HP resources for troubleshooting 83 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 84
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 contacting HP technical support - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 85
HP iLO 4 User Guide or HP Intelligent Provisioning User Guide on the HP website (http://www.hp.com/go/ilo/docs). • Onboard Administrator SHOW ALL report (for HP Operating system information you need Depending on the problem, you may be asked for certain pieces .dmp Support and other resources 85 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 86
user mode application, such as the Insight Agents, is having a problem o IRQ and I/O address information in text format o Contents of c:\cpqsystem directory o Insight Diagnostics Online Edition survey output o HPS report (on page 93) • If HP drivers are installed: o Version of the SPP used o List of - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 87
For more information, see the cfg2html website (http://www.cfg2html.com). • If HP drivers are installed: o Version of the SPP used o List of drivers from detailed description of the problem and any associated error messages • Printouts or electronic copies (to e-mail to a support technician) of: o - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 88
file that contains basic information required 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 - HP ProLiant SL270s | 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 SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 90
Settings. 3. Enter the contact information to include in the downloaded file: o HP support case number o Contact name o Phone number o Email address o Company 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 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 91
in the subject. For example, . 10. You will receive a confirmation email when your AHS log file is correctly attached to your open HP Support case and received. Click Cancel to cancel the operation at any time. Use the Active Health System download CLI for Windows Operating Systems - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 92
the e-mail subject: , where XXXXXXXXXX represents your HP Support case number. ACU diagnostic tasks 1. Open ACU. For more Click 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. o If - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 93
to send the cab file. cfg2html report To assist in possible LINUX installation issues on HP ProLiant servers, capture the cfg2html report before contacting HP technical support ("Contacting HP technical support or an authorized reseller" on page 84). For more information, see the cfg2html website - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 94
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 abbreviations 94 - HP ProLiant SL270s | 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 - HP ProLiant SL270s | 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 - HP ProLiant SL270s | 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 SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 98
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 problems 16 contact information 85 contacting authorized reseller 84 contacting HP 84, 85 contacting technical support 84 controller 46, 57 controller problems - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 99
, 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 B120i Controller 46 - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 100
Health System 89, 90 logs 87 loose connections 16 M maintenance and service guide 81 maintenance guidelines 75, 83 Management CD 83 media issue, tape troubleshooting resources 78 operating system crash 59 operating system problems 59 operating system updates 60 operating system version support - HP ProLiant SL270s | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 101
59 software resources 65, 83 software troubleshooting 59, 61 specifications, option 81 specifications, server 81 SPP 70 start diagnosis flowchart 27 static electricity 12 storage controller 46 storage problems 46 stuck tape 52 Subscriber's Choice 79 supported operating systems 77, 82 switches 82 - HP ProLiant SL270s | 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
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