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HP ProLiant BL660c HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 96

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resources, troubleshooting 73 response time 42 restoring 56 revision history 8 ROM error 58 ROM redundancy 59, 71 ROM, updating 58 ROM-Based Setup Utility (RBSU) 40, 66 ROMPaq Disaster Recovery 58 ROMPaq utility 61, 70, 71 S safety considerations 9, 71 safety information 71 SAS drives 17 SATA hard drive 17, 41 scripted installation 65 SD card 43 security 71, 78 serial number 68 server documentation 74, 76, 77 server fault indications flowchart 32, 33, 34 server features and options 76 server management 78 Server mode 61 server response time 42 server setup 77 server specifications 76 service notifications 15, 74 Service Packs 55, 56, 65 Smart Update Firmware DVD 31, 63 Smart Update Manager 61, 66 software 55, 61, 71, 72, 77 software errors 57 software failure 57 software problems 55 software resources 61, 77 software troubleshooting 55, 57 specifications 61 specifications, option 76 specifications, server 76 SPP 65 start diagnosis flowchart 25 static electricity 11 storage controller 43 storage problems 43 storage, external 76 stuck tape 48 Subscriber's Choice 74 supported operating systems 72, 77 switches 76 symbols in text 76 symbols on equipment 9, 76 symptom information 12 syntax 58 syntax error 58 System Erase Utility 64 system not supported 58 system power LED 18 system ROM 47 System ROMPaq Firmware Upgrade Utility 72 system, keeping current 71 T tape drives 48 tape drives, failure of 48 teardown procedures 76 technical support 75, 79 technical topics 76 technology services 75 telephone numbers 79 testing devices 39 third-party devices 39 TPM (Trusted Platform Module) 16, 42, 45, 54, 58 troubleshooting flowcharts 23 troubleshooting procedures, processor 13 troubleshooting resources 23, 73 troubleshooting, remote 19, 20, 21, 22 Trusted Platform Module (TPM) 16, 42, 45, 54, 58 U uninterruptible power supply (UPS) 36, 37 unknown problem 38 updating the firmware 47, 59 updating the operating system 56 updating the system ROM 48, 71 UPS (uninterruptible power supply) 36, 37 USB drive key 43 USB support 70 using this guide 7 utilities 61, 68 utilities, deployment 61, 65, 66 V Version Control 72 Version Control Agent (VCA) 72 Version Control Repository Manager (VCRM) 72 VGA 51 video adapter problems 50 Index 96

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

Index 96

resources, troubleshooting 73

response time 42

restoring 56

revision history 8

ROM error 58

ROM redundancy 59, 71

ROM, updating 58

ROM-Based Setup Utility (RBSU) 40, 66

ROMPaq Disaster Recovery 58

ROMPaq utility 61, 70, 71

safety considerations 9, 71

safety information 71

SAS drives 17

SATA hard drive 17, 41

scripted installation 65

SD card 43

security 71, 78

serial number 68

server documentation 74, 76, 77

server fault indications flowchart 32, 33, 34

server features and options 76

server management 78

Server mode 61

server response time 42

server setup 77

server specifications 76

service notifications 15, 74

Service Packs 55, 56, 65

Smart Update Firmware DVD 31, 63

Smart Update Manager 61, 66

software 55, 61, 71, 72, 77

software errors 57

software failure 57

software problems 55

software resources 61, 77

software troubleshooting 55, 57

specifications 61

specifications, option 76

specifications, server 76

SPP 65

start diagnosis flowchart 25

static electricity 11

storage controller 43

storage problems 43

storage, external 76

stuck tape 48

Subscriber's Choice 74

supported operating systems 72, 77

switches 76

symbols in text 76

symbols on equipment 9, 76

symptom information 12

syntax 58

syntax error 58

System Erase Utility 64

system not supported 58

system power LED 18

system ROM 47

System ROMPaq Firmware Upgrade Utility 72

system, keeping current 71

tape drives 48

tape drives, failure of 48

teardown procedures 76

technical support 75, 79

technical topics 76

technology services 75

telephone numbers 79

testing devices 39

third-party devices 39

TPM (Trusted Platform Module) 16, 42, 45, 54, 58

troubleshooting flowcharts 23

troubleshooting procedures, processor 13

troubleshooting resources 23, 73

troubleshooting, remote 19, 20, 21, 22

Trusted Platform Module (TPM) 16, 42, 45, 54, 58

uninterruptible power supply (UPS) 36, 37

unknown problem 38

updating the firmware 47, 59

updating the operating system 56

updating the system ROM 48, 71

UPS (uninterruptible power supply) 36, 37

USB drive key 43

USB support 70

using this guide 7

utilities 61, 68

utilities, deployment 61, 65, 66

Version Control 72

Version Control Agent (VCA) 72

Version Control Repository Manager (VCRM) 72

VGA 51

video adapter problems 50