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HP ProLiant DL380 G3 with MSA500 HP ProLiant Servers Troubleshooting Guide - Page 192

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ESD electrostatic discharge FBDIMM fully buffered DIMM FDT Firmware Deployment Tool HP SIM HP Systems Insight Manager HP SUM HP Smart Update Manager IDE integrated device electronics iLO Integrated Lights-Out iLO 2 Integrated Lights-Out 2 iLO 3 Integrated Lights-Out 3 IMD Integrated Management Display IML Integrated Management Log IRQ interrupt request KVM keyboard, video, and mouse LVD low-voltage differential Acronyms and abbreviations 192

Section	Page
HP Proliant Servers Troubleshooting Guide	1
Abstract	1
Notice	2
Contents	3
Introduction	8
What's new	8
Revision history	8
375445-403 (October 2011)	8
375445-402 (April 2011)	9
375445-401 (January 2011)	9
Getting started	11
HP ProLiant 100 Series Server troubleshooting information	11
How to use this guide	11
Pre-diagnostic steps	12
Important safety information	12
Symbols on equipment	12
Warnings and cautions	13
Electrostatic discharge	14
Preventing electrostatic discharge	14
Grounding methods to prevent electrostatic discharge	14
Symptom information	15
Prepare the server for diagnosis	15
Performing processor procedures in the troubleshooting process	16
Breaking the server down to the minimum hardware configuration	16
Common problem resolution	18
Loose connections	18
Service notifications	18
Firmware updates	18
DIMM handling guidelines	19
Hard drive guidelines	19
SAS and SATA hard drive guidelines	19
SCSI hard drive guidelines	19
Hard drive LED combinations	20
Hot-plug SCSI hard drive LED combinations	20
SAS and SATA hard drive LED combinations	20
Server updates with an HP Trusted Platform Module and BitLocker™ enabled	21
Diagnostic flowcharts	22
Troubleshooting flowcharts	22
Troubleshooting flowchart reference websites	22
Start diagnosis flowchart	24
General diagnosis flowchart	24
Power-on problems flowchart	26
Server power-on problems flowchart	26
p-Class server blade power-on problems flowchart	28
c-Class server blade power-on problems flowchart	28
POST problems flowchart	30
Server and p-Class server blade POST problems flowchart	31
c-Class server blade POST problems flowchart	32
Operating system boot problems flowchart	32
Server fault indications flowchart	34
Server and p-Class server blade fault indications flowchart	34
c-Class server blade fault indications flowchart	36
Hardware problems	37
Procedures for all ProLiant servers	37
Power problems	37
Power source problems	37
Power supply problems	37
System open circuits and short circuits	38
UPS problems	38
UPS is not working properly	38
Low battery warning is displayed	39
One or more LEDs on the UPS is red	39
General hardware problems	39
Problems with new hardware	39
Unknown problem	40
Third-party device problems	41
Testing the device	41
Internal system problems	42
Battery pack problems	42
The battery stops charging or begins to swell	42
CD-ROM and DVD drive problems	42
System does not boot from the drive	42
Data read from the drive is inconsistent, or drive cannot read data	42
Drive is not detected	43
Diskette drive problems	43
Diskette drive light stays on	43
A problem has occurred with a diskette transaction	43
Diskette drive cannot read a diskette	43
Drive is not found	43
Non-system disk message is displayed	43
Diskette drive cannot write to a diskette	43
Drive problems (hard drives and solid state drives)	44
HP SIM reports a drive fault on a hard drive managed by an HP Smart Array controller	44
The fault LED is illuminated on a hard drive managed by an HP Smart Array controller	44
System completes POST but drive fails	45
No hard drives are recognized	45
Hard drive is not recognized by the server	45
A new drive is not recognized	46
Data is inaccessible	46
Server response time is slower than usual	46
SD card problems	46
System does not boot from the drive	46
USB drive key problems	46
System does not boot from the drive	46
Fan problems	47
General fan problems are occurring	47
Hot-plug fan problems are occurring	47
All fans in an HP BladeSystem c-Class enclosure are operating at a high speed	47
All fans in an HP ProLiant G6 server are not spinning or are not spinning at the same speed	48
HP Trusted Platform Module problems	48
Memory problems	48
General memory problems are occurring	48
Server is out of memory	49
Memory count error exists	49
Server fails to recognize existing memory	49
Server fails to recognize new memory	49
Server fails to boot, all DIMM LEDs illuminate amber, ....	50
PPM problems	50
Processor problems	51
Tape drive problems	51
Stuck tape issue	52
Read/write issue	52
Backup issue	52
Media issue	53
Graphics and video adapter problems	53
General graphics and video adapter problems are occurring	53
External device problems	53
Video problems	53
Screen is blank for more than 60 seconds after you power up the server	53
Monitor does not function properly with energy saver features	54
Video colors are wrong	54
Slow-moving horizontal lines are displayed	54
Mouse and keyboard problems	55
Audio problems	55
Printer problems	55
Printer does not print	55
Printer output is garbled	55
Cable problems	56
Drive errors, retries, timeouts, and unwarranted drive failures when using an older Mini SAS cable	56
Local I/O cable problems	56
Modem problems	56
No dial tone exists	56
No response occurs when you type AT commands	56
AT commands are not visible	56
Data is displayed as garbled characters after the connection is established	56
Modem does not answer an incoming call	57
Modem does not connect to another modem	57
Modem disconnects while online	57
AT command initialization string is not working	57
Connection errors are occurring	57
You are unable to connect to an online subscription service	58
You are unable to connect at 56 Kbps	58
Network controller problems	58
Network controller is installed but not working	58
Network controller has stopped working	59
Network controller stopped working when an expansion board was added	59
Problems are occurring with the network interconnect blades	59
Expansion board problems	59
System requests recovery method during expansion board replacement	59
Software problems	60
Operating system problems and resolutions	60
Operating system problems	60
Operating system locks up	60
General protection fault occurs	60
Errors are displayed in the error log	61
Problems occur after the installation of a service pack	61
During installation of Oracle Solaris, the system locks up or a panic error occurs	61
Operating system issues with Intel® dual-core processors (Hyper-Threading enabled)	61
Operating system updates	61
Restoring to a backed-up version	62
When to Reconfigure or Reload Software	62
Linux operating systems	63
Application software problems	63
Software locks up	63
Errors occur after a software setting is changed	63
Errors occur after the system software is changed	63
Errors occur after an application is installed	63
ROM problems	64
Remote ROM flash problems	64
General remote ROM flash problems are occurring	64
Command-line syntax error	64
Access denied on target computer	64
Invalid or incorrect command-line parameters	64
Network connection fails on remote communication	64
Failure occurs during ROM flash	65
Target system is not supported	65
System requests recovery method during a firmware update	65
Boot problems	65
Server does not boot	65
Software tools and solutions	67
Configuration tools	67
SmartStart software	67
SmartStart Scripting Toolkit	67
HP ROM-Based Setup Utility	67
Using RBSU	68
Auto-configuration process	68
Boot options	69
BIOS Serial Console	69
Configuring AMP modes	69
Array Configuration Utility	70
Diagnostics tasks	70
Option ROM Configuration for Arrays	71
Re-entering the serial number and product ID	71
Management tools	72
Automatic Server Recovery	72
ROMPaq utility	72
iLO and iLO 2 technology	73
iLO 3 technology	73
Erase Utility	74
HP Systems Insight Manager	74
Redundant ROM support	74
Safety and security benefits	74
USB support	74
Diagnostic tools	75
HP Insight Diagnostics	75
Smart Array SCSI Diagnosis feature	75
HP Insight Diagnostics survey functionality	75
Integrated Management Log	76
Array diagnostic software	76
Remote support and analysis tools	77
HP Insight Remote Support software	77
Keeping the system current	77
Drivers	77
Version control	77
Operating system version support	78
ProLiant Support Packs	78
Smart Update Firmware DVD	78
HP Service Pack for ProLiant	78
HP Smart Update Manager	79
System Online ROM flash component utility	79
Subscriber's choice	80
Care Pack	80
Firmware maintenance	80
Types of ROM	80
System ROM	80
Redundant ROM support	81
Disaster recovery support	81
Automatic backup	81
Option ROMs	81
Verifying firmware versions	82
Updating firmware	82
HP Smart Update Manager deployment	82
Offline deployment (if SPP is not supported)	83
Online deployment (if SPP is not supported)	83
ROMPaq utility diskette or USB drive key	84
System ROMPaq Firmware Upgrade Utility	84
Unsupported processor stepping with Intel® processors	85
Updating system ROM without removing the processor	85
Updating system ROM after removing the processor	85
Unsupported processor stepping with AMD processors	85
HP resources for troubleshooting	86
Online resources	86
HP Technical Support website	86
HP Guided Troubleshooting website	86
Server documentation	86
White papers	86
Service notifications, advisories, and notices	86
Subscription services	86
HP Care Pack Services	87
Product information resources	87
Additional product information	87
Registering the server	87
Overview of server features and installation instructions	87
Key features, option part numbers	87
Server and option specifications, symbols, installation warnings, and notices	87
Teardown procedures, part numbers, specifications	88
Technical topics	88
Product installation resources	88
Switch settings, LED functions, drive, memory, expansion board and processor installation instructions, and board layouts	88
External cabling information	88
Power capacity	88
Product configuration resources	89
Device driver information	89
DDR3 memory configuration	89
Operating System Version Support	89
Operating system installation and configuration information (for factory-installed operating systems)	89
Server configuration information	89
Installation and configuration information for the server setup software	89
Software installation and configuration of the server	89
iLO information	89
Management of the server	90
Installation and configuration information for the server management system	90
Fault tolerance, security, care and maintenance, configuration and setup	90
Error messages	91
ADU error messages	91
Introduction to ADU error messages	91
Accelerator Board not Detected	91
Accelerator Error Log	91
Accelerator Parity Read Errors: X	91
Accelerator Parity Write Errors: X	91
Accelerator Status: Cache was Automatically Configured During Last Controller Reset	92
Accelerator Status: Data in the Cache was Lost...	92
Accelerator Status: Dirty Data Detected has Reached Limit...	92
Accelerator Status: Dirty Data Detected...	92
Accelerator Status: Excessive ECC Errors Detected in at Least One Cache Line...	92
Accelerator Status: Excessive ECC Errors Detected in Multiple Cache Lines...	92
Accelerator Status: Obsolete Data Detected	93
Accelerator Status: Obsolete Data was Discarded	93
Accelerator Status: Obsolete Data was Flushed (Written) to Drives	93
Accelerator Status: Permanently Disabled	93
Accelerator Status: Possible Data Loss in Cache	93
Accelerator Status: Temporarily Disabled	93
Accelerator Status: Unrecognized Status	93
Accelerator Status: Valid Data Found at Reset	93
Accelerator Status: Warranty Alert	94
Adapter/NVRAM ID Mismatch	94
Array Accelerator Battery Pack X not Fully Charged	94
Array Accelerator Battery Pack X Below Reference Voltage (Recharging)	94
Board in Use by Expand Operation	94
Board not Attached	94
Cache Has Been Disabled Because ADG Enabler Dongle is Broken or Missing	94
Cache Has Been Disabled; Likely Caused By a Loose Pin on One of the RAM Chips	94
Configuration Signature is Zero	95
Configuration Signature Mismatch	95
Controller Communication Failure Occurred	95
Controller Detected. NVRAM Configuration not Present	95
Controller Firmware Needs Upgrading	95
Controller is Located in Special \	95
Controller Is Not Configured	95
Controller Reported POST Error. Error Code: X	96
Controller Restarted with a Signature of Zero	96
Disable Command Issued	96
Drive (Bay) X Firmware Needs Upgrading	96
Drive (Bay) X has Insufficient Capacity for its Configuration	96
Drive (Bay) X has Invalid M&P Stamp	96
Drive (Bay) X Has Loose Cable	96
Drive (Bay) X is a Replacement Drive	97
Drive (Bay) X is a Replacement Drive Marked OK	97
Drive (Bay) X is Failed	97
Drive (Bay) X is Undergoing Drive Recovery	97
Drive (Bay) X Upload Code Not Readable	97
Drive (Bay) X Was Inadvertently Replaced	97
Drive Monitoring Features Are Unobtainable	98
Drive Monitoring is NOT Enabled for SCSI Port X Drive ID Y	98
Drive Time-Out Occurred on Physical Drive Bay X	98
Drive X Indicates Position Y	98
Duplicate Write Memory Error	98
Error Occurred Reading RIS Copy from SCSI Port X Drive ID	98
FYI: Drive (Bay) X is Third-Party Supplied	98
Identify Logical Drive Data did not Match with NVRAM	99
Insufficient adapter resources	99
Inter-Controller Link Connection Could Not Be Established	99
Less Than 75% Batteries at Sufficient Voltage	99
Less Than 75% of Batteries at Sufficient Voltage Battery Pack X Below Reference Voltage	99
Logical Drive X Failed Due to Cache Error	99
Logical Drive X Status = Failed	99
Logical Drive X Status = Interim Recovery (Volume Functional, but not Fault Tolerant)	100
Logical Drive X Status = Loose Cable Detected...	100
Logical Drive X Status = Overheated	100
Logical Drive X Status = Overheating	100
Logical Drive X Status = Recovering (rebuilding data on a replaced drive)	100
Logical Drive X Status = Wrong Drive Replaced	101
Loose Cable Detected - Logical Drives May Be Marked FAILED Until Corrected	101
Mirror Data Miscompare	101
No Configuration for Array Accelerator Board	101
One or More Drives is Unable to Support Redundant Controller Operation	101
Other Controller Indicates Different Hardware Model	102
Other Controller Indicates Different Firmware Version	102
Other Controller Indicates Different Cache Size	102
Processor Reduced Power Mode Enabled in RBSU	102
Processor Not Started (Processor Stalled)	102
Processor Not Started (Stepping Does Not Match)	102
Processor Not Started (Unsupported Processor Stepping)	102
Processor Not Supported (Unsupported Core Speed)	102
RIS Copies Between Drives Do Not Match	103
SCSI Port X Drive ID Y Failed - REPLACE (failure message)	103
SCSI Port X, Drive ID Y Firmware Needs Upgrading	103
SCSI Port X, Drive ID Y Has Exceeded the Following Threshold(s)	103
SCSI Port X, Drive ID Y is not Stamped for Monitoring	103
SCSI Port X, Drive ID Y May Have a Loose Connection...	103
SCSI Port X, Drive ID Y RIS Copies Within This Drive Do Not Match	104
SCSI Port X, Drive ID Y...S.M.A.R.T. Predictive Failure Errors Have Been Detected in the Factory Monitor and Performance Data...	104
SCSI Port X, Drive ID Y...S.M.A.R.T. Predictive Failure Errors Have Been Detected in the Power Monitor and Performance Data...	104
SCSI Port X, Drive ID Y Was Replaced On a Good Volume: (failure message)	104
Set Configuration Command Issued	104
Soft firmware upgrade required	104
Storage Enclosure on SCSI Bus X has a Cabling Error (Bus Disabled)...	105
Storage Enclosure on SCSI Bus X Indicated a Door Alert...	105
Storage Enclosure on SCSI Bus X Indicated a Power Supply Failure...	105
Storage Enclosure on SCSI Bus X Indicated an Overheated Condition...	105
Storage enclosure on SCSI Bus X is unsupported with its current firmware version...	105
Storage Enclosure on SCSI Bus X Indicated that the Fan Failed...	105
Storage Enclosure on SCSI Bus X Indicated that the Fan is Degraded...	105
Storage Enclosure on SCSI Bus X Indicated that the Fan Module is Unplugged...	106
Storage Enclosure on SCSI Bus X - Wide SCSI Transfer Failed...	106
Swapped cables or configuration error detected. A configured array of drives...	106
Swapped Cables or Configuration Error Detected. A Drive Rearrangement...	106
Swapped Cables or Configuration Error Detected. An Unsupported Drive Arrangement Was Attempted...	107
Swapped cables or configuration error detected. The cables appear to be interchanged...	107
Swapped cables or configuration error detected. The configuration information on the attached drives...	107
Swapped Cables or Configuration Error Detected. The Maximum Logical Volume Count X...	107
System Board is Unable to Identify which Slots the Controllers are in	108
The Redundant Controllers Installed are not the Same Model...	108
This Controller Can See the Drives but the Other Controller Can't	108
This Controller Can't See the Drives but the Other Controller Can	108
Unable to Communicate with Drive on SCSI Port X, Drive ID Y	108
Unable to Retrieve Identify Controller Data. Controller May be Disabled or Failed	109
Unknown Disable Code	109
Unrecoverable Read Error	109
Unsupported Processor Configuration (Processor Required in Slot #1)	109
Warning Bit Detected	109
WARNING - Drive Write Cache is Enabled on X	109
WARNING - Mixed Feature Processors Were Detected	110
WARNING - Resetting Corrupted CMOS	110
WARNING - Resetting Corrupted NVRAM	110
WARNING - Resetting Corrupted System Environment	110
WARNING - Restoring Default Configurations as Requested	110
WARNING: Storage Enclosure on SCSI Bus X Indicated it is Operating in Single Ended Mode...	110
Write Memory Error	110
Wrong Accelerator	111
ADU version 8.0 through 8.28 error messages	111
Array Accelerator: The batteries were hot-removed.	111
Array Accelerator: The cache is disabled because the batteries are low on the redundant controller.	111
Array Accelerator: The cache for this controller is temporarily disabled since a snapshot is in progress....	111
Array Accelerator: The cache is disabled because the batteries are low.	111
Array Accelerator: This controller has been set up to be a part of a redundant pair of controllers...	111
Array Accelerator: The cache is disabled because the restore operation from flash memory failed.	112
Array Accelerator: The cache is disabled because the charge on the flash-memory capacitor is too low.	112
Array Accelerator: The cache is disabled because a capacitor has failed to charge to an acceptable level.	112
Array Accelerator: The cache is disabled because the backup operation to flash memory failed.	112
Array Accelerator: The cache is disabled because there are no capacitors attached to the cache module.	112
Array Accelerator: The cache is disabled because a flash memory or capacitor hardware failure has been detected.	112
Array Accelerator: This controller's firmware is not backward compatible with the cache module revision.	112
Array status: The array has failed.	112
Array status: The array currently has a drive erase operation queued, running, stopped or completed on a logical or physical drive.	112
Array Status: The array has a spare drive assigned which is smaller than the smallest data drive in the array…	113
Controller State: The array controller contains a volume that was created with a different version of controller firmware…	113
Controller State: The array controller contains more logical drives than are supported in the current configuration…	113
Controller State: The array controller contains one or more logical drives with a RAID level that is not supported in the current configuration…	113
Controller State: The array controller contains redundant connections to one or more physical drives that are not supported in the current configuration…	113
Controller State: The array controller is connected to an expander card or an external enclosure…	114
Controller State: The array controller is operating without a memory board…	114
Controller State: The array controller is operating without a memory board and has a bad volume position…	114
Controller State: The array controller is operating without a memory board and contains more logical drives than are supported in the current configuration…	114
Controller State: The array controller is operating without a memory board and has an invalid physical drive connection…	114
Controller State: The array controller has a configuration that requires more physical drives than are currently supported…	114
Controller State: The array controller has an unknown disabled configuration status message…	115
Controller State: The array controller has an unsupported configuration…	115
Controller State: The controller cannot be configured. CACHE STATUS PROBLEM DETECTED:...	115
Controller State: A logical drive is configured with a newer version of the Array Configuration tools than is currently running.	115
Controller State: The HBA does not have an access ID...	115
Drive Offline due to Erase Operation: The logical drive is offline from having an erase in progress.	115
Drive Offline due to Erase Operation: The physical drive is currently queued for erase.	116
Drive Offline due to Erase Operation: The physical drive is offline and currently being erased.	116
Drive Offline due to Erase Operation: The physical drive is offline and the erase process has been failed...	116
Drive Offline due to Erase Operation: The physical drive is offline and the erase process has completed...	116
Drive Offline due to Erase Operation: The physical drive is offline from having an erase in progress.	116
Failed Array Controller: code:<lockup Code> : Restart the server and run a diagnostic report…	116
Logical drive state: A logical drive is configured with a newer version of Storage/Config Mod than is currently running.	116
Logical drive state: Background parity initialization is currently queued...	116
Logical drive state: The current array controller is performing capacity expansion,...	117
Logical drive state: The logical drive is disabled from a SCSI ID conflict.	117
Logical drive state: The logical drive is not configured.	117
Logical drive state: The logical drive is not yet available.	117
Logical drive state: The logical drive is offline from being ejected.	117
Logical drive state: The logical drive is queued for erase.	117
Logical drive state: The logical drive is queued for expansion.	117
Logical drive state: The logical drive is queued for rebuilding.	117
Logical drive state: This logical drive has a high physical drive count...	117
NVRAM Error: Board ID could not be read...	117
NVRAM Error: Bootstrap NVRAM image failed checksum test,...	117
NVRAM Error: Bootstrap NVRAM image failed checksum test...	118
Physical Drive State: The data on the physical drive is being rebuilt.	118
Physical Drive State: Predictive failure. This physical drive is predicted to fail soon.	118
Physical Drive State: This drive is not supported for configuration...	118
Physical Drive State: SATA drives are not supported for configuration and should be disconnected from this controller.	118
Physical Drive State: Single-ported drives are not supported for configuration and should be disconnected from this controller.	118
Physical Drive State: This drive contains unsupported configuration data...	118
Physical Drive State: This drive is not supported for configuration by this version of controller firmware.	118
Physical Drive State: This drive is smaller in size than the drive it is replacing...	118
Physical Drive State: This drive is unrecognizable...	119
Physical Drive State: This physical drive is part of a logical drive that is not supported by the current configuration...	119
Redundancy State: This controller has been setup to be part of a redundant pair of controllers....	119
Redundancy State: This controller has been setup to be part of a redundant pair of controllers....	119
Redundant Path Failure: Multi-domain path failure	119
Redundant Path Failure: The logical drive is degraded due to the loss of a redundant path.	119
Redundant Path Failure: The physical drive is degraded due to the loss of a redundant path.	119
Redundant Path Failure: Warning: Redundant I/0 modules of this storage box...	120
Smart SSD State: SSD has less than 2% of usage remaining before wearout.	120
Smart SSD State: SSD has less than 2% of usage remaining before wearout…	120
Smart SSD State: SSD has less than 5% of usage remaining before wearout.	120
Smart SSD State: SSD has less than 5% of usage remaining before wearout…	120
Smart SSD State: SSD has less than an estimated 56 days before it reaches the maximum usage limit for writes (wearout)...	120
Smart SSD State: SSD has reached the maximum rated usage limit for writes (wearout) and should be replaced immediately.	120
Smart SSD State: The SmartSSD Wear Gauge log is full…	120
Storage Enclosure: The enclosure is reporting a critical temperature status condition...	120
Storage Enclosure: One or more fans have failed.	121
Storage Enclosure: Warning: The enclosure is reporting a high temperature status.	121
Storage Enclosure: Warning: One or more redundant power supplies in this enclosure has failed or is not plugged in correctly.	121
POST error messages and beep codes	121
Introduction to POST error messages	121
Non-numeric messages or beeps only	121
Advanced Memory Protection mode: Advanced ECC	121
Advanced Memory Protection mode: Advanced ECC with hot-add support	121
Advanced Memory Protection mode: Online spare with Advanced ECC	122
Advanced Memory Protection mode: Multi-board mirrored memory with Advanced ECC	122
Advanced Memory Protection mode: RAID memory with Advanced ECC	122
An Unexpected Shutdown occurred prior to this power-up	122
Critical Error Occurred Prior to this Power-Up	122
Fan Solution Not Fully Redundant	122
Fan Solution Not Sufficient	123
Fatal DMA Error	123
Fatal Express Port Error	123
Fatal Front Side Bus Error	123
Fatal Global Protocol Error	123
Fatal Hub Link Error	124
FATAL ROM ERROR: The System ROM is not Properly Programmed.	124
Fibre Channel Mezzanine/Balcony Not Supported.	124
High Temperature Condition detected by Processor X	124
Illegal Opcode - System Halted	124