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HP ProLiant DL380p HP ProLiant Servers Troubleshooting Guide - Page 2

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© Copyright 2004, 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject 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 or omissions contained herein. Microsoft, Windows, and Windows Server are U.S. registered trademarks of Microsoft Corporation. Intel and Pentium are trademarks of Intel Corporation in the United States and other countries. AMD is a trademark of Advanced Micro Devices, Inc.

Section	Page
HP ProLiant Servers Troubleshooting Guide	1
Abstract	1
Introduction	8
What's new	8
Revision history	9
375445-402 (April 2011)	9
375445-401 (January 2011)	9
375445-xx9 (June 2010)	9
375445-xx8 (July 2009)	10
375445-xx7 (November 2008)	11
375445-xx6 (September 2007)	11
375445-xx5 (June 2006)	12
375445-xx4 (May 2006)	12
375445-xx3 (September 2005)	12
Getting started	13
HP ProLiant 100 Series Server troubleshooting information	13
How to use this guide	13
Pre-diagnostic steps	14
Important safety information	14
Symbols on equipment	14
Warnings and cautions	15
Electrostatic discharge	16
Preventing electrostatic discharge	16
Grounding methods to prevent electrostatic discharge	16
Symptom information	17
Prepare the server for diagnosis	17
Performing processor procedures in the troubleshooting process	18
Breaking the server down to the minimum hardware configuration	18
Common problem resolution	20
Loose connections	20
Service notifications	20
Firmware updates	20
DIMM handling guidelines	21
Hard drive guidelines	21
SAS and SATA hard drive guidelines	21
SCSI hard drive guidelines	21
Hard drive LED combinations	22
Hot-plug SCSI hard drive LED combinations	22
SAS and SATA hard drive LED combinations	22
Server updates with an HP Trusted Platform Module and BitLocker™ enabled	23
Diagnostic flowcharts	24
Troubleshooting flowcharts	24
Troubleshooting flowchart reference websites	24
Start diagnosis flowchart	26
General diagnosis flowchart	26
Power-on problems flowchart	28
Server power-on problems flowchart	28
p-Class server blade power-on problems flowchart	30
c-Class server blade power-on problems flowchart	30
POST problems flowchart	32
Server and p-Class server blade POST problems flowchart	33
c-Class server blade POST problems flowchart	34
Operating system boot problems flowchart	34
Server fault indications flowchart	36
Server and p-Class server blade fault indications flowchart	36
c-Class server blade fault indications flowchart	38
Hardware problems	39
Procedures for all ProLiant servers	39
Power problems	39
Power source problems	39
Power supply problems	39
System open circuits and short circuits	40
UPS problems	40
UPS is not working properly	40
Low battery warning is displayed	41
One or more LEDs on the UPS is red	41
General hardware problems	41
Problems with new hardware	41
Unknown problem	42
Third-party device problems	43
Testing the device	43
Internal system problems	44
Battery pack problems	44
The battery stops charging or begins to swell	44
CD-ROM and DVD drive problems	44
System does not boot from the drive	44
Data read from the drive is inconsistent, or drive cannot read data	44
Drive is not detected	45
Diskette drive problems	45
Diskette drive light stays on	45
A problem has occurred with a diskette transaction	45
Diskette drive cannot read a diskette	45
Drive is not found	45
Non-system disk message is displayed	45
Diskette drive cannot write to a diskette	45
Drive problems (hard drives and solid state drives)	46
HP SIM reports a drive fault on a hard drive managed by an HP Smart Array controller	46
The fault LED is illuminated on a hard drive managed by an HP Smart Array controller	46
System completes POST but drive fails	46
No hard drives are recognized	47
Hard drive is not recognized by the server	47
A new hard drive is not recognized	47
Data is inaccessible	48
Server response time is slower than usual	48
SD card problems	48
System does not boot from the drive	48
USB drive key problems	48
System does not boot from the drive	48
Fan problems	49
General fan problems are occurring	49
Hot-plug fan problems are occurring	49
All fans in an HP BladeSystem c-Class enclosure are operating at a high speed	49
All fans in an HP ProLiant G6 server are not spinning or are not spinning at the same speed	50
HP Trusted Platform Module problems	50
Memory problems	50
General memory problems are occurring	50
Server is out of memory	51
Memory count error exists	51
Server fails to recognize existing memory	51
Server fails to recognize new memory	51
Server fails to boot, all DIMM LEDs illuminate amber, ....	52
PPM problems	52
Processor problems	53
Tape drive problems	53
Stuck tape issue	54
Read/write issue	54
Backup issue	54
Media issue	55
Graphics and video adapter problems	55
General graphics and video adapter problems are occurring	55
External device problems	55
Video problems	55
Screen is blank for more than 60 seconds after you power up the server	55
Monitor does not function properly with energy saver features	56
Video colors are wrong	56
Slow-moving horizontal lines are displayed	56
Mouse and keyboard problems	57
Audio problems	57
Printer problems	57
Printer does not print	57
Printer output is garbled	57
Cable problems	58
Drive errors, retries, timeouts, and unwarranted drive failures when using an older Mini SAS cable	58
Local I/O cable problems	58
Modem problems	58
No dial tone exists	58
No response occurs when you type AT commands	58
AT commands are not visible	58
Data is displayed as garbled characters after the connection is established	58
Modem does not answer an incoming call	59
Modem does not connect to another modem	59
Modem disconnects while online	59
AT command initialization string is not working	59
Connection errors are occurring	59
You are unable to connect to an online subscription service	60
You are unable to connect at 56 Kbps	60
Network controller problems	60
Network controller is installed but not working	60
Network controller has stopped working	61
Network controller stopped working when an expansion board was added	61
Problems are occurring with the network interconnect blades	61
Expansion board problems	61
System requests recovery method during expansion board replacement	61
Software problems	62
Operating system problems and resolutions	62
Operating system problems	62
Operating system locks up	62
General protection fault occurs	62
Errors are displayed in the error log	63
Problems occur after the installation of a service pack	63
During installation of Oracle Solaris, the system locks up or a panic error occurs	63
Operating system issues with Intel® dual-core processors (Hyper-Threading enabled)	63
Operating system updates	63
Restoring to a backed-up version	64
When to Reconfigure or Reload Software	64
Linux operating systems	65
Application software problems	65
Software locks up	65
Errors occur after a software setting is changed	65
Errors occur after the system software is changed	65
Errors occur after an application is installed	65
ROM problems	66
Remote ROM flash problems	66
General remote ROM flash problems are occurring	66
Command-line syntax error	66
Access denied on target computer	66
Invalid or incorrect command-line parameters	66
Network connection fails on remote communication	66
Failure occurs during ROM flash	67
Target system is not supported	67
System requests recovery method during a firmware update	67
Boot problems	67
Server does not boot	67
Software tools and solutions	69
Configuration tools	69
SmartStart software	69
SmartStart Scripting Toolkit	69
HP ROM-Based Setup Utility	69
Using RBSU	70
Auto-configuration process	70
Boot options	71
BIOS Serial Console	71
Configuring AMP modes	71
Array Configuration Utility	72
Diagnostics tasks	72
Option ROM Configuration for Arrays	73
Re-entering the serial number and product ID	73
Management tools	74
Automatic Server Recovery	74
ROMPaq utility	75
iLO and iLO 2 technology	75
iLO 3 technology	75
Erase Utility	76
Redundant ROM support	76
Safety and security benefits	76
USB support	76
Diagnostic tools	77
HP Insight Diagnostics	77
Smart Array SCSI Diagnosis feature	77
HP Insight Diagnostics survey functionality	77
Integrated Management Log	78
Array diagnostic software	78
Remote support and analysis tools	79
HP Insight Remote Support software	79
Keeping the system current	79
Drivers	79
Version control	80
ProLiant Support Packs	80
Operating system version support	80
Firmware	80
HP Smart Update Manager	80
System Online ROM flash component utility	81
Subscriber's choice	81
Change control and proactive notification	82
Care Pack	82
Firmware maintenance	82
Types of ROM	82
System ROM	82
Redundant ROM support	83
Disaster recovery support	83
Automatic backup	83
Option ROMs	83
Verifying firmware versions	84
Updating firmware	84
ROMPaq utility diskette or USB drive key	84
System ROMPaq Firmware Upgrade Utility	85
HP Smart Update Manager deployment	85
Offline deployment	85
Online deployment	86
ROM Update Utility	86
Unsupported processor stepping with Intel® processors	87
Updating system ROM without removing the processor	87
Updating system ROM after removing the processor	87
Unsupported processor stepping with AMD processors	87
HP resources for troubleshooting	88
Online resources	88
HP Technical Support website	88
HP Guided Troubleshooting website	88
Server documentation	88
White papers	88
Service notifications, advisories, and notices	88
Subscription services	88
HP Care Pack Services	89
Product information resources	89
Additional product information	89
Registering the server	89
Overview of server features and installation instructions	89
Key features, option part numbers	89
Server and option specifications, symbols, installation warnings, and notices	89
Teardown procedures, part numbers, specifications	90
Technical topics	90
Product installation resources	90
Switch settings, LED functions, drive, memory, expansion board and processor installation instructions, and board layouts	90
External cabling information	90
Power capacity	90
Product configuration resources	90
Device driver information	90
DDR3 memory configuration	91
Operating System Version Support	91
Operating system installation and configuration information (for factory-installed operating systems)	91
Server configuration information	91
Installation and configuration information for the server setup software	91
Software installation and configuration of the server	91
iLO information	91
Management of the server	91
Installation and configuration information for the server management system	92
Fault tolerance, security, care and maintenance, configuration and setup	92
Error messages	93
ADU error messages	93
Introduction to ADU error messages	93
Accelerator Board not Detected	93
Accelerator Error Log	93
Accelerator Parity Read Errors: X	93
Accelerator Parity Write Errors: X	93
Accelerator Status: Cache was Automatically Configured During Last Controller Reset	94
Accelerator Status: Data in the Cache was Lost...	94
Accelerator Status: Dirty Data Detected has Reached Limit...	94
Accelerator Status: Dirty Data Detected...	94
Accelerator Status: Excessive ECC Errors Detected in at Least One Cache Line...	94
Accelerator Status: Excessive ECC Errors Detected in Multiple Cache Lines...	94
Accelerator Status: Obsolete Data Detected	95
Accelerator Status: Obsolete Data was Discarded	95
Accelerator Status: Obsolete Data was Flushed (Written) to Drives	95
Accelerator Status: Permanently Disabled	95
Accelerator Status: Possible Data Loss in Cache	95
Accelerator Status: Temporarily Disabled	95
Accelerator Status: Unrecognized Status	95
Accelerator Status: Valid Data Found at Reset	95
Accelerator Status: Warranty Alert	96
Adapter/NVRAM ID Mismatch	96
Array Accelerator Battery Pack X not Fully Charged	96
Array Accelerator Battery Pack X Below Reference Voltage (Recharging)	96
Board in Use by Expand Operation	96
Board not Attached	96
Cache Has Been Disabled Because ADG Enabler Dongle is Broken or Missing	96
Cache Has Been Disabled; Likely Caused By a Loose Pin on One of the RAM Chips	96
Configuration Signature is Zero	97
Configuration Signature Mismatch	97
Controller Communication Failure Occurred	97
Controller Detected. NVRAM Configuration not Present	97
Controller Firmware Needs Upgrading	97
Controller is Located in Special \	97
Controller Is Not Configured	97
Controller Reported POST Error. Error Code: X	98
Controller Restarted with a Signature of Zero	98
Disable Command Issued	98
Drive (Bay) X Firmware Needs Upgrading	98
Drive (Bay) X has Insufficient Capacity for its Configuration	98
Drive (Bay) X has Invalid M&P Stamp	98
Drive (Bay) X Has Loose Cable	98
Drive (Bay) X is a Replacement Drive	99
Drive (Bay) X is a Replacement Drive Marked OK	99
Drive (Bay) X is Failed	99
Drive (Bay) X is Undergoing Drive Recovery	99
Drive (Bay) X Upload Code Not Readable	99
Drive (Bay) X Was Inadvertently Replaced	99
Drive Monitoring Features Are Unobtainable	100
Drive Monitoring is NOT Enabled for SCSI Port X Drive ID Y	100
Drive Time-Out Occurred on Physical Drive Bay X	100
Drive X Indicates Position Y	100
Duplicate Write Memory Error	100
Error Occurred Reading RIS Copy from SCSI Port X Drive ID	100
FYI: Drive (Bay) X is Third-Party Supplied	100
Identify Logical Drive Data did not Match with NVRAM	101
Insufficient adapter resources	101
Inter-Controller Link Connection Could Not Be Established	101
Less Than 75% Batteries at Sufficient Voltage	101
Less Than 75% of Batteries at Sufficient Voltage Battery Pack X Below Reference Voltage	101
Logical Drive X Failed Due to Cache Error	101
Logical Drive X Status = Failed	101
Logical Drive X Status = Interim Recovery (Volume Functional, but not Fault Tolerant)	102
Logical Drive X Status = Loose Cable Detected...	102
Logical Drive X Status = Overheated	102
Logical Drive X Status = Overheating	102
Logical Drive X Status = Recovering (rebuilding data on a replaced drive)	102
Logical Drive X Status = Wrong Drive Replaced	103
Loose Cable Detected - Logical Drives May Be Marked FAILED Until Corrected	103
Mirror Data Miscompare	103
No Configuration for Array Accelerator Board	103
One or More Drives is Unable to Support Redundant Controller Operation	103
Other Controller Indicates Different Hardware Model	104
Other Controller Indicates Different Firmware Version	104
Other Controller Indicates Different Cache Size	104
Processor Reduced Power Mode Enabled in RBSU	104
Processor Not Started (Processor Stalled)	104
Processor Not Started (Stepping Does Not Match)	104
Processor Not Started (Unsupported Processor Stepping)	104
Processor Not Supported (Unsupported Core Speed)	104
RIS Copies Between Drives Do Not Match	105
SCSI Port X Drive ID Y Failed - REPLACE (failure message)	105
SCSI Port X, Drive ID Y Firmware Needs Upgrading	105
SCSI Port X, Drive ID Y Has Exceeded the Following Threshold(s)	105
SCSI Port X, Drive ID Y is not Stamped for Monitoring	105
SCSI Port X, Drive ID Y May Have a Loose Connection...	105
SCSI Port X, Drive ID Y RIS Copies Within This Drive Do Not Match	106
SCSI Port X, Drive ID Y...S.M.A.R.T. Predictive Failure Errors Have Been Detected in the Factory Monitor and Performance Data...	106
SCSI Port X, Drive ID Y...S.M.A.R.T. Predictive Failure Errors Have Been Detected in the Power Monitor and Performance Data...	106
SCSI Port X, Drive ID Y Was Replaced On a Good Volume: (failure message)	106
Set Configuration Command Issued	106
Soft firmware upgrade required	107
Storage Enclosure on SCSI Bus X has a Cabling Error (Bus Disabled)...	107
Storage Enclosure on SCSI Bus X Indicated a Door Alert...	107
Storage Enclosure on SCSI Bus X Indicated a Power Supply Failure...	107
Storage Enclosure on SCSI Bus X Indicated an Overheated Condition...	107
Storage enclosure on SCSI Bus X is unsupported with its current firmware version...	107
Storage Enclosure on SCSI Bus X Indicated that the Fan Failed...	107
Storage Enclosure on SCSI Bus X Indicated that the Fan is Degraded...	108
Storage Enclosure on SCSI Bus X Indicated that the Fan Module is Unplugged...	108
Storage Enclosure on SCSI Bus X - Wide SCSI Transfer Failed...	108
Swapped cables or configuration error detected. A configured array of drives...	108
Swapped Cables or Configuration Error Detected. A Drive Rearrangement...	108
Swapped Cables or Configuration Error Detected. An Unsupported Drive Arrangement Was Attempted...	109
Swapped cables or configuration error detected. The cables appear to be interchanged...	109
Swapped cables or configuration error detected. The configuration information on the attached drives...	109
Swapped Cables or Configuration Error Detected. The Maximum Logical Volume Count X...	109
System Board is Unable to Identify which Slots the Controllers are in	110
The Redundant Controllers Installed are not the Same Model...	110
This Controller Can See the Drives but the Other Controller Can't	110
This Controller Can't See the Drives but the Other Controller Can	110
Unable to Communicate with Drive on SCSI Port X, Drive ID Y	111
Unable to Retrieve Identify Controller Data. Controller May be Disabled or Failed	111
Unknown Disable Code	111
Unrecoverable Read Error	111
Unsupported Processor Configuration (Processor Required in Slot #1)	111
Warning Bit Detected	111
WARNING - Drive Write Cache is Enabled on X	112
WARNING - Mixed Feature Processors Were Detected	112
WARNING - Resetting Corrupted CMOS	112
WARNING - Resetting Corrupted NVRAM	112
WARNING - Resetting Corrupted System Environment	112
WARNING - Restoring Default Configurations as Requested	112
WARNING: Storage Enclosure on SCSI Bus X Indicated it is Operating in Single Ended Mode...	112
Write Memory Error	113
Wrong Accelerator	113
ADU version 8.0 through 8.28 error messages	113
Array Accelerator: The batteries were hot-removed.	113
Array Accelerator: The cache is disabled because the batteries are low on the redundant controller.	113
Array Accelerator: The cache for this controller is temporarily disabled since a snapshot is in progress....	113
Array Accelerator: The cache is disabled because the batteries are low.	113
Array Accelerator: This controller has been set up to be a part of a redundant pair of controllers...	114
Array Accelerator: The cache is disabled because the restore operation from flash memory failed.	114
Array Accelerator: The cache is disabled because the charge on the flash-memory capacitor is too low.	114
Array Accelerator: The cache is disabled because a capacitor has failed to charge to an acceptable level.	114
Array Accelerator: The cache is disabled because the backup operation to flash memory failed.	114
Array Accelerator: The cache is disabled because there are no capacitors attached to the cache module.	114
Array Accelerator: The cache is disabled because a flash memory or capacitor hardware failure has been detected.	114
Array Accelerator: This controller's firmware is not backward compatible with the cache module revision.	114
Array status: The array has failed.	114
Array status: The array currently has a drive erase operation queued, running, stopped or completed on a logical or physical drive.	115
Array Status: The array has a spare drive assigned which is smaller than the smallest data drive in the array…	115
Controller State: The array controller contains a volume that was created with a different version of controller firmware…	115
Controller State: The array controller contains more logical drives than are supported in the current configuration…	115
Controller State: The array controller contains one or more logical drives with a RAID level that is not supported in the current configuration…	115
Controller State: The array controller contains redundant connections to one or more physical drives that are not supported in the current configuration…	115
Controller State: The array controller is connected to an expander card or an external enclosure…	116
Controller State: The array controller is operating without a memory board…	116
Controller State: The array controller is operating without a memory board and has a bad volume position…	116
Controller State: The array controller is operating without a memory board and contains more logical drives than are supported in the current configuration…	116
Controller State: The array controller is operating without a memory board and has an invalid physical drive connection…	116
Controller State: The array controller has a configuration that requires more physical drives than are currently supported…	116
Controller State: The array controller has an unknown disabled configuration status message…	117
Controller State: The array controller has an unsupported configuration…	117
Controller State: The controller cannot be configured. CACHE STATUS PROBLEM DETECTED:...	117
Controller State: A logical drive is configured with a newer version of the Array Configuration tools than is currently running.	117
Controller State: The HBA does not have an access ID...	117
Drive Offline due to Erase Operation: The logical drive is offline from having an erase in progress.	117
Drive Offline due to Erase Operation: The physical drive is currently queued for erase.	117
Drive Offline due to Erase Operation: The physical drive is offline and currently being erased.	118
Drive Offline due to Erase Operation: The physical drive is offline and the erase process has been failed...	118
Drive Offline due to Erase Operation: The physical drive is offline and the erase process has completed...	118
Drive Offline due to Erase Operation: The physical drive is offline from having an erase in progress.	118
Failed Array Controller: code:<lockup Code> : Restart the server and run a diagnostic report…	118
Logical drive state: A logical drive is configured with a newer version of Storage/Config Mod than is currently running.	118
Logical drive state: Background parity initialization is currently queued...	118
Logical drive state: The current array controller is performing capacity expansion,...	118
Logical drive state: The logical drive is disabled from a SCSI ID conflict.	119
Logical drive state: The logical drive is not configured.	119
Logical drive state: The logical drive is not yet available.	119
Logical drive state: The logical drive is offline from being ejected.	119
Logical drive state: The logical drive is queued for erase.	119
Logical drive state: The logical drive is queued for expansion.	119
Logical drive state: The logical drive is queued for rebuilding.	119
Logical drive state: This logical drive has a high physical drive count...	119
NVRAM Error: Board ID could not be read...	119
NVRAM Error: Bootstrap NVRAM image failed checksum test,...	119
NVRAM Error: Bootstrap NVRAM image failed checksum test...	119
Physical Drive State: The data on the physical drive is being rebuilt.	120
Physical Drive State: Predictive failure. This physical drive is predicted to fail soon.	120
Physical Drive State: This drive is not supported for configuration...	120
Physical Drive State: SATA drives are not supported for configuration and should be disconnected from this controller.	120
Physical Drive State: Single-ported drives are not supported for configuration and should be disconnected from this controller.	120
Physical Drive State: This drive contains unsupported configuration data...	120
Physical Drive State: This drive is not supported for configuration by this version of controller firmware.	120
Physical Drive State: This drive is smaller in size than the drive it is replacing...	120
Physical Drive State: This drive is unrecognizable...	120
Physical Drive State: This physical drive is part of a logical drive that is not supported by the current configuration...	121
Redundancy State: This controller has been setup to be part of a redundant pair of controllers....	121
Redundancy State: This controller has been setup to be part of a redundant pair of controllers....	121
Redundant Path Failure: Multi-domain path failure	121
Redundant Path Failure: The logical drive is degraded due to the loss of a redundant path.	121
Redundant Path Failure: The physical drive is degraded due to the loss of a redundant path.	121
Redundant Path Failure: Warning: Redundant I/0 modules of this storage box...	121
Smart SSD State: SSD has less than 2% of usage remaining before wearout.	122
Smart SSD State: SSD has less than 2% of usage remaining before wearout…	122
Smart SSD State: SSD has less than 5% of usage remaining before wearout.	122
Smart SSD State: SSD has less than 5% of usage remaining before wearout…	122
Smart SSD State: SSD has less than an estimated 56 days before it reaches the maximum usage limit for writes (wearout)...	122
Smart SSD State: SSD has reached the maximum rated usage limit for writes (wearout) and should be replaced immediately.	122
Smart SSD State: The SmartSSD Wear Gauge log is full…	122
Storage Enclosure: The enclosure is reporting a critical temperature status condition...	122
Storage Enclosure: One or more fans have failed.	122
Storage Enclosure: Warning: The enclosure is reporting a high temperature status.	123
Storage Enclosure: Warning: One or more redundant power supplies in this enclosure has failed or is not plugged in correctly.	123
POST error messages and beep codes	123
Introduction to POST error messages	123
Non-numeric messages or beeps only	123
Advanced Memory Protection mode: Advanced ECC	123
Advanced Memory Protection mode: Advanced ECC with hot-add support	123
Advanced Memory Protection mode: Online spare with Advanced ECC	123
Advanced Memory Protection mode: Multi-board mirrored memory with Advanced ECC	124
Advanced Memory Protection mode: RAID memory with Advanced ECC	124
An Unexpected Shutdown occurred prior to this power-up	124
Critical Error Occurred Prior to this Power-Up	124
Fan Solution Not Fully Redundant	124
Fan Solution Not Sufficient	125
Fatal DMA Error	125
Fatal Express Port Error	125
Fatal Front Side Bus Error	125
Fatal Global Protocol Error	125
Fatal Hub Link Error	126

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The information contained herein is subject 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 or omissions contained herein.

Microsoft, Windows, and Windows Server are U.S. registered trademarks of Microsoft Corporation.

Intel and Pentium are trademarks of Intel Corporation in the United States and other countries.

AMD is a trademark of Advanced Micro Devices, Inc.