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HP ProLiant BL660c HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 56

Operating system updates, Restoring to a backed-up version, When to recon or reload software

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Operating system updates Use care when applying operating system updates (Service Packs, hotfixes, and patches). Before updating the operating system, read the release notes for each update. If you do not require specific fixes from the update, it is recommended that you do not apply the updates. Some updates overwrite files specific to HP. If you decide to apply an operating system update: 1. Perform a full system backup. 2. Apply the operating system update, using the instructions provided. 3. Install the current drivers. If you apply the update and have problems, locate files to correct the problems on the HP website (http://www.hp.com/support). Restoring to a backed-up version If you recently upgraded the operating system or software and cannot resolve the problem, you can try restoring a previously saved version of the system. Before restoring the backup, make a backup of the current system. If restoring the previous system does not correct the problem, you can restore the current set to be sure you do not lose additional functionality. Refer to the documentation provided with the backup software. When to reconfigure or reload software If all other options have not resolved the problem, consider reconfiguring the system. Before you take this step, do the following: 1. Weigh the projected downtime of a software reload against the time spent troubleshooting intermittent problems. It may be advantageous to start over by removing and reinstalling the problem software, or in some cases by using the Erase utility (on page 64) and reinstalling all system software. CAUTION: Perform a backup before running the System Erase Utility. The utility sets the system to its original 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. 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 have collected to this point. 5. Be sure you have two good backups before you start. Test the backups using a backup utility. 6. Check the operating system and application software resources to be sure you have the latest information. 7. If the last-known functioning configuration does not work, try to recover the system with operating system recovery software. For more information, see the operating system documentation. Software problems 56

Section	Page
HP ProLiant Gen8 Troubleshooting Guide	1
Abstract	1
Notice	2
Contents	3
Using this guide	7
How to use this guide	7
What's new	8
Revision history	8
669443-xx1 (March 2012)	8
Troubleshooting preparation	9
Pre-diagnostic steps	9
Important safety information	9
Symbols on equipment	9
Warnings and cautions	10
Electrostatic discharge	11
Preventing electrostatic discharge	11
Grounding methods to prevent electrostatic discharge	11
Symptom information	12
Prepare the server for diagnosis	12
Performing processor procedures in the troubleshooting process	13
Breaking the server down to the minimum hardware configuration	14
Common problem resolution	15
Loose connections	15
Service notifications	15
Firmware updates	15
Server updates with an HP Trusted Platform Module and BitLocker enabled	16
DIMM handling guidelines	16
DIMM installation and configuration guidelines	17
Component LED definitions	17
SAS, SATA, and SSD drive guidelines	17
Drive LED definitions	17
System power LED definitions	18
Health status LED bar definitions	18
Remote troubleshooting	19
Remote troubleshooting tools	19
Remote access to the VCM	20
Using HP iLO for remote troubleshooting of servers and server blades	20
Using Onboard Administrator for remote troubleshooting of server blades	21
Using the OA CLI	22
Diagnostic flowcharts	23
Troubleshooting flowcharts	23
Using the Diagnostic flowcharts	23
Troubleshooting flowchart reference websites	23
Start diagnosis flowchart	25
Remote diagnosis flowchart	25
General diagnosis flowchart	26
Power-on problems flowchart	27
Server power-on problems flowchart	27
Server blade power-on problems flowchart	28
POST problems flowchart	30
Server POST problems flowchart	30
Server blade POST problems flowchart	31
Operating system boot problems flowchart	31
Fault indications flowchart	32
Server fault indications flowchart	33
Server blade fault indications flowchart	34
Hardware problems	35
Procedures for all ProLiant servers	35
Power problems	35
Power source problems	35
Power supply problems	36
UPS problems	36
UPS is not working properly	36
Low battery warning is displayed	37
One or more LEDs on the UPS is red	37
General hardware problems	37
Problems with new hardware	37
Unknown problem	38
Third-party device problems	39
Testing the device	39
Internal system problems	40
CD-ROM and DVD drive problems	40
System does not boot from the drive	40
Data read from the drive is inconsistent, or drive cannot read data	40
Drive is not detected	40
Drive problems (hard drives and solid state drives)	40
Drives are failed	40
Drives are not recognized	41
Data is inaccessible	42
Server response time is slower than usual	42
HP SmartDrive icons or LEDs illuminate errors for the wrong drive or an error message is displayed in POST, ACU, or ADU	42
Storage problems	43
When installing an OS, the OS installation does not recognize the HP Dynamic Smart Array B120i RAID controller or HP Dynamic Smart Array B320i RAID controller drives	43
Data failure or disk errors on a server with a 10 SFF drive backplane or a 12 LFF drive backplane	43
Data failure or disk errors on a server with a 25 SFF drive backplane	43
SD and MicroSD card problems	43
System does not boot from the drive	43
USB drive key problems	43
System does not boot from the drive	43
Fan problems	44
General fan problems are occurring	44
Hot-plug fan problems are occurring	44
All fans in an HP BladeSystem c-Class enclosure are operating at a high speed	44
HP Trusted Platform Module problems	45
Memory problems	45
General memory problems are occurring	45
Server is out of memory	46
Memory count error exists	46
Server fails to recognize existing memory	46
Server fails to recognize new memory	46
Processor problems	47
Unsupported processor stepping with Intel® processors	47
Updating system ROM without removing the processor	48
Updating system ROM after removing the processor	48
Unsupported processor stepping with AMD processors	48
Tape drive problems	48
Stuck tape issue	48
Read/write issue	49
Backup issue	49
Media issue	49
Graphics and video adapter problems	50
General graphics and video adapter problems are occurring	50
External device problems	50
Video problems	50
Screen is blank for more than 60 seconds after you power up the server	50
Monitor does not function properly with energy saver features	51
Video colors are wrong	51
Slow-moving horizontal lines are displayed	51
Mouse and keyboard problems	51
Cable problems	52
Drive errors, retries, timeouts, and unwarranted drive failures when using an older Mini SAS cable	52
Network controller or FlexibleLOM problems	52
Network controller or FlexibleLOM is installed but not working	52
Network controller or FlexibleLOM has stopped working	53
Network controller or FlexibleLOM stopped working when an expansion board was added	53
Problems are occurring with the network interconnect blades	53
Controller problems	53
HP Dynamic Smart Array B320i or HP Dynamic Smart array B120i drives are not found when RAID mode is disabled	53
Data located on drives accessed in RAID mode is not compatible with data accessed from non-RAID mode.	54
The Smart Array controller does not show logical drives after moving drives to a new server or JBOD	54
Drive roaming	54
Expansion board problems	54
System requests recovery method during expansion board replacement	54
Software problems	55
Operating system problems and resolutions	55
Operating system problems	55
Operating system locks up	55
Errors are displayed in the error log	55
Problems occur after the installation of a service pack	55
Operating system updates	56
Restoring to a backed-up version	56
When to reconfigure or reload software	56
Linux resources	57
Application software problems	57
Software locks up	57
Errors occur after a software setting is changed	57
Errors occur after the system software is changed	57
Errors occur after an application is installed	57
ROM problems	58
Remote ROM flash problems	58
Command-line syntax error	58
Access denied on target computer	58
Invalid or incorrect command-line parameters	58
Network connection fails on remote communication	58
Failure occurs during ROM flash	58
Target system is not supported	58
System requests recovery method during a firmware update	58
Updating firmware	59
Boot problems	59
Server does not boot	59
Software tools and solutions	61
Server mode	61
Server QuickSpecs	61
HP iLO Management Engine	61
HP iLO	61
Active Health System	62
Integrated Management Log	63
Intelligent Provisioning	63
HP Insight Diagnostics	64
HP Insight Diagnostics survey functionality	64
Erase Utility	64
HP Insight Remote Support software	65
Scripting Toolkit	65
HP Service Pack for ProLiant	65
HP Smart Update Manager	66
HP ROM-Based Setup Utility	66
Using RBSU	66
Auto-configuration process	67
Boot options	67
Configuring AMP modes	68
Re-entering the server serial number and product ID	68
Utilities and features	68
Array Configuration Utility	68
Option ROM Configuration for Arrays	69
ROMPaq utility	70
Automatic Server Recovery	70
USB support	70
Redundant ROM support	71
Safety and security benefits	71
Keeping the system current	71
Drivers	71
Software and firmware	71
Version control	72
System ROMPaq Firmware Upgrade Utility	72
HP Operating Systems and Virtualization Software Support for ProLiant Servers	72
Change control and proactive notification	72
HP resources for troubleshooting	73
Online resources	73
HP Technical Support website	73
HP Guided Troubleshooting website	73
Troubleshooting resources for previous HP ProLiant server models	73
Server blade enclosure troubleshooting resources	73
Error message resources	73
Server documentation	74
Product QuickSpecs	74
White papers	74
Service notifications, advisories, and notices	74
Subscription services	74
HP Technology Service Portfolio	75
Product information resources	75
Additional product information	75
Registering the server	75
Overview of server features and installation instructions	75
Key features, option part numbers	76
Server and option specifications, symbols, installation warnings, and notices	76
Teardown procedures, part numbers, specifications	76
Technical topics	76
Product installation resources	76
Switch settings, LED functions, drive, memory, expansion board and processor installation instructions, and board layouts	76
External cabling information	76
Power capacity	77
Product configuration resources	77
Device driver information	77
DDR3 memory configuration	77
Operating System Version Support	77
Operating system installation and configuration information (for factory-installed operating systems)	77
Server configuration information	77
Installation and configuration information for the server setup software	77
Software installation and configuration of the server	77
HP iLO information	78
Management of the server	78
Installation and configuration information for the server management system	78
Fault tolerance, security, care and maintenance, configuration and setup	78
Contacting HP	79
Contacting HP technical support or an authorized reseller	79
Customer self repair	79
Server information you need	79
Operating system information you need	80
Microsoft operating systems	80
Linux operating systems	81
Oracle Solaris operating systems	82
Reports and logs	82
Active Health System log overview	83
Active Health System download CLI utility	83
iLO GUI	83
HP Intelligent Provisioning	84
Download the Active Health System log	84
Use HP iLO	84
Use HP iLO to download the Active Health System Log for a date range	84
Use HP iLO to download the entire Active Health System log	85
Use Intelligent Provisioning	85
Use the Active Health System download CLI for Windows Operating Systems	86
Use the Active Health System download CLI for Linux Distributions	86
ACU diagnostic tasks	87
HPS report	88
cfg2html report	88
Acronyms and abbreviations	89
Documentation feedback	92

Match case Limit results 1 per page

Software problems 56

Operating system updates

Use care when applying operating system updates (Service Packs, hotfixes, and patches). Before updating

the operating system, read the release notes for each update. If you do not require specific fixes from the

update, it is recommended that you do

not

apply the updates. Some updates overwrite files specific to HP.

If you decide to apply an operating system update:

Perform a full system backup.

Apply the operating system update, using the instructions provided.

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

Restoring to a backed-up version

If you recently upgraded the operating system or software and cannot resolve the problem, you can try

restoring a previously saved version of the system. Before restoring the backup, make a backup of the current

system. If restoring the previous system does not correct the problem, you can restore the current set to be sure

you do not lose additional functionality.

Refer to the documentation provided with the backup software.

When to reconfigure or reload software

If all other options have not resolved the problem, consider reconfiguring the system. Before you take this

step, do the following:

Weigh the projected downtime of a software reload against the time spent troubleshooting intermittent

problems. It may be advantageous to start over by removing and reinstalling the problem software, or

in some cases by using the Erase utility (on page

) and reinstalling all system software.

CAUTION:

Perform a backup before running the System Erase Utility. The utility sets the system

to its original 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.

Be sure the server has adequate resources (processor speed, hard drive space, and memory) for the

software.

Be sure the server ROM is current and the configuration is correct.

Be sure you have printed records of all troubleshooting information you have collected to this point.

Be sure you have two good backups before you start. Test the backups using a backup utility.

Check the operating system and application software resources to be sure you have the latest

information.

If the last-known functioning configuration does not work, try to recover the system with operating

system recovery software. For more information, see the operating system documentation.