HP ProLiant DL388e HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho
HP ProLiant DL388e Manual
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- HP ProLiant DL388e | 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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 2
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. AMD is a trademark of Advanced Micro Devices - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 3
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 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 4
Errors occur after an application is installed 57 ROM problems ...58 Remote ROM flash problems ...58 Boot problems ...59 Software tools and solutions ...61 Server mode ...61 Server QuickSpecs ...61 HP iLO Management Engine ...61 HP iLO ...61 Intelligent Provisioning...63 HP Insight Remote Support - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 5
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 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 6
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 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 7
, but is included in HP ProLiant Gen8 Troubleshooting Guide, Volume II: Error Messages. For more information, see the "Error message resources (on page 73)." When troubleshooting HP ProLiant Servers models prior to HP ProLiant Gen8 Servers, see the HP ProLiant Servers Troubleshooting Guide. For more - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 8
HP ProLiant Gen8 Troubleshooting Guide, Volume I: Troubleshooting, part number 669443-XX2, includes the following additions and updates: • Updated Service notifications (on page 15) • Updated Remote troubleshooting (on page 19) • Updated Diagnostic flowcharts (on page 23) • Updated Drive problems - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 9
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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 10
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 10 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 11
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 11 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 12
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 error messages - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 13
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 13 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 14
locate the server user guide or maintenance and service guide on the HP website (http://www.hp.com/support/manuals). • Never touch the follow the guidelines provided in "Performing processor procedures in the troubleshooting process (on page 13)." Failure to follow the recommended guidelines - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 15
the firmware by downloading SPP ("HP Service Pack for ProLiant" on page 65) on the HP website (http://www.hp.com/go/spp). • HP Technical Support website: The most recent version of a particular server or option firmware from the HP website (http://www.hp.com/support). To locate the drivers for - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 16
services (on page 74)." For more information on updating firmware, see "Keeping the system current (on page 71)." 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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 17
server or the server user guide on the HP website (http://www.hp.com/support). 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/support - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 18
HP ProLiant Gen8 server blades have a health status LED bar with the following status definitions: • Solid Green = Normal • Flashing Green = Power On/Standby Button service is being initialized. • Flashing Amber = Degraded condition • Flashing Red = Critical condition Common problem resolution - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 19
several options that help IT administrators troubleshoot servers from remote locations. • HP iLO (on page 61) 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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 20
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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 21
ROM. If you detect problems with the server after a ROM flash, 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 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 22
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 o SHOW SERVER STATUS ALL HP website (http://www.hp.com/go/hpsc). 5. For any low level (transport layer) SAN or network connectivity errors - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 23
troubleshooting process to be used when the problem is not server- HP Technical Support (http://www.hp.com/support) Select your country and then follow the instructions to locate software, firmware, and drivers. 2. HP ProLiant maintenance and service guides: o HP Support Center (http://www.hp - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 24
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: Error Messages o English (http://www.hp.com/support/ProLiant_EMG_v1_en) o French (http://www.hp - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 25
Start diagnosis flowchart Use the following flowchart to start the diagnostic process. Remote diagnosis flowchart Diagnostic flowcharts 25 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 26
The Remote diagnosis flowchart provides a generic approach to troubleshooting a server from a remote location. General diagnosis flowchart Diagnostic flowcharts 26 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 27
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 For the location of server LEDs and information on their statuses, see the server documentation on the HP - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 28
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/support). System power and health LED - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 29
. • The OA module is not properly installed in the enclosure. • A possible communication failure between HP iLO and the OA is causing the server blade to wait for permission to power on. • The server blade has a mismatched fabric installed on the mezzanine 1 connector or the mezzanine 2 connector - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 30
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 • Faulty KVM device • Faulty video device Server POST problems flowchart Diagnostic flowcharts 30 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 31
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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 32
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 • Redundancy failure - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 33
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/support). Diagnostic flowcharts 33 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 34
Server blade fault indications flowchart Diagnostic flowcharts 34 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 35
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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 36
, be sure that all of the power supplies in the system are the same. For a list of supported power supplies, see the server documentation on the HP website (http://www.hp.com/support). UPS problems UPS is not working properly Action: 1. Be sure the UPS batteries are charged to the proper level for - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 37
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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 38
a POST error message indicating a configuration error. a. Check the settings in RBSU. b. Save and exit the utility. c. Restart the 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/rbsu). 10 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 39
PCI or PCI-X bus, respectively. 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 the device, or a conflict exists with another device. 2. If the device is the only device - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 40
Refer to 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 faulty. 4. Be sure the correct, current driver is installed. Drive problems (hard drives and solid state drives) Drives are failed Action: - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 41
recognized Action: 1. Be sure no power problems (on page 35) 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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 42
the operating system documentation. HP SmartDrive icons or LEDs illuminate errors for the wrongdrive or an error message is displayed in POST, ACU, or ADU Action: See the server user guide to verify that the cabling from the hard drive backplane to the system board is correct. Hardware problems 42 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 43
Array B320i RAID controller drives Action: Manually install the HP Dynamic Smart Array B120i RAID controller or the HP Dynamic Smart Array B320i RAID controller drivers. For more information, see the controller documentation. Data failure or disk errors on a server with a 10 SFF drive backplane or - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 44
see the server documentation. 4. Be sure no POST error messages are displayed while booting the server that indicate , see the server documentation. 8. Verify the fan airflow path is not blocked by cables or other material. 9. For HP BladeSystem c-Class enclosure fan problems, review the - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 45
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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 46
server models only support 32 cores and this may reduce the amount of memory that is visible. 4. Be sure no Event List error messages are displayed in the IML ("Integrated Management Log" on page 63). 5. Be sure the memory is seated properly ("DIMM handling guidelines" on page 16). Hardware problems - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 47
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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 48
not apply to all tape drives. For detailed tape 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 ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 49
Manually services. 5. Check the SCSI/HBA/Driver configuration of the drive. 6. Inspect media and cables, and discard any that are faulty or damaged. 7. Contact HP support ("Contacting HP technical support 2. Pull a support ticket using HP StorageWorks Library and Tape Tools. Hardware problems 49 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 50
option or see the vendor website. For more information about server power capabilities, see the server documentation on the HP website (http://www.hp.com/support). • Be sure the adapter is seated properly. External device problems Video problems Screen is blank for more than 60 seconds after you - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 51
LED on the slot, if applicable. See the server documentation. 10. Be sure the server and the OS support the video expansion board. Monitor does not function monitor away from other monitors or power transformers. Mouse and keyboard problems Action: 1. Be sure no loose connections (on page 15) exist - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 52
a known functional cable. 5. Be sure a software 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 and operating system documentation. 7. Be sure the - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 53
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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 54
non-RAID mode is not compatible with data accessed from RAID mode. Action: HP recommends that you access drive data only when the same RAID or non-RAID an array while the server is online and then moving it to a new physical location. Expansion board problems System requests recovery method - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 55
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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 56
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 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 57
For 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 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 58
is not listed in the 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.com/support). System requests recovery method during - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 59
HP supported for the hardware configuration. 5. Verify the firmware update by checking the firmware version. 6. If a TPM is installed and enabled on the server, enable BitLocker™ after the firmware update is complete. For more information, see the operating system documentation. Boot problems Server - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 60
service replacement. To switch to the backup ROM when the System ROM is not corrupt, use RBSU ("HP ROM-Based Setup Utility" on page 66). 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 66). Software problems - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 61
modes. Software or configuration utility Server mode HP iLO (on page 61) HP Insight Diagnostics (on page 64) HP Insight Remote Support software (on page 65) Erase Utility (on page 64) Scripting Toolkit (on page 65) HP Service Pack for ProLiant (on page 65) HP Smart Update Manager (on page 66) HP - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 62
• 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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 63
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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 64
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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 65
of your HP Warranty, HP Care Pack Service, or HP contractual support agreement. HP Insight Remote Support supplements your volume server deployments. For more information, and to download the Scripting Toolkit, see the HP website (http://www.hp.com/go/ProLiantSTK). HP Service Pack for ProLiant - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 66
update of BMC firmware (HP iLO) 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 ProLiant servers that performs a wide range - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 67
the array to a default setting based on the number of drives connected to the server. NOTE: If the boot drive is not empty or has been written to in on RBSU, see the HP ROM-Based Setup Utility User Guide on the Documentation CD or the HP website (http://www.hp.com/support/rbsu). Boot options Near - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 68
ProLiant servers support all AMP modes. RBSU provides menu options only for the modes supported by the server error are removed from operation automatically, resulting in less system downtime. For DIMM population requirements, see the server-specific user guide. Re-entering the server service - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 69
HP ProLiant Gen8 servers. HP Smart Array Controllers for HP ProLiant Servers User Guide on the HP website (http://www.hp.com/support/SAC_UG_ProLiantServers_en). To configure arrays, see the Configuring Arrays on HP Smart Array Controllers Reference Guide on the HP website (http://www.hp.com/support - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 70
the Documentation CD or the 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/SAC_UG_ProLiantServers_en). To configure arrays, see - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 71
to install the OS and latest supported drivers. If you do not use server for the first time, unless any installed software or components require an older version. For system software and firmware updates, download the SPP ("HP Service Pack for ProLiant" on page 65) from the HP website (http://www.hp - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 72
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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 73
the HP website (http://www.hp.com/support/gts). Troubleshooting resources for previous HP ProLiant server models The HP ProLiant Servers Troubleshooting Guide provides procedures for resolving common problems and comprehensive courses of action for fault isolation and identification, error message - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 74
notices To view the latest service notifications, refer to the HP website (http://www.hp.com/go/bizsupport). Select the appropriate server model, and then click the Troubleshoot a Problem link on the product page. Subscription services HP offers subscription services to keep customers informed on - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 75
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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 76
server user guide is available in the following locations: • Documentation CD that ships with the server • HP Support Center website (http://www.hp.com/go/hpsc) External cabling information Refer to cabling information on the HP website (http://www.hp.com/support). HP resources for troubleshooting - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 77
instructions on the HP website (http://www.hp.com/support). Software installation and configuration of the server For HP ProLiant servers, see the HP ProLiant Server Setup Poster that ships with the server or on the Documentation CD that ships with the server. HP resources for troubleshooting - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 78
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 78 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 79
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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 80
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 to clear NVRAM Operating system information you need Depending on the problem, you may be asked for certain pieces of information. Be - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 81
of Microsoft Windows Service Packs and Hot fixes installed • A list of each third-party hardware component installed, with the firmware revision • A list of each third-party software component installed, with the version • A detailed description of the problem and any associated error messages Linux - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 82
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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 83
a single file that contains basic information required by HP support to analyze an HP ProLiant Gen8 Server. For more information about the Active Health System, and LINUX distributions. AHS download CLI requires the HP ProLiant Integrated Lights-Out Management Interface Driver v1.15 or later. - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 84
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 63)." Download the Active Health System log Use one of the - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 85
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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 86
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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 87
Use the following convention for the e-mail subject: , where XXXXXXXXXX represents your HP Support case number. ACU diagnostic tasks 1. Open ACU. For more information, see "Array configuration the current report, click Close Report, Refresh Report, or Save Report. Contacting HP 87 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 88
prepared 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" on page 79). For more information, see the cfg2html website (http://www.cfg2html.com). Contacting - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 89
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 89 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 90
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 nonvolatile memory OA Onboard Administrator ORCA - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 91
SATA serial ATA 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 DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 92
is committed to providing 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 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 93
50 boot options 67 booting problems 40 booting the server 40 C cable problems 42, 43, 52 cables 15 cables, troubleshooting 15, 43 cables, VGA problems 15 contact information 80 contacting authorized reseller 79 contacting HP 79, 80 contacting technical support 79 controller 43, 53 controller problems - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 94
, moving 41, 42 hardware features 35 hardware problems 35, 37 hardware supported 35 hardware troubleshooting 35, 37, 38, 40, 50 health driver 70 Health LED, troubleshooting 18 health LEDs 18 health status LED bar 18 hot fixes 56 how to use this guide 7 HP Dynamic Smart Array B120i Controller 43 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 95
Health System logs 82 loose connections 15 84, 85 M maintenance and service guide 76 maintenance guidelines 71, 78 Management CD 78 media issue, tape drive 49 memory 45, 76 memory count error 46 memory not recognized 46 memory problems 45, 46 memory, Advanced ECC 68 memory, configuring 77 memory - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 96
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 - HP ProLiant DL388e | HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 97
video adapter problems 50 video colors 51 video problems 50, 51 Virtual Connect Manager 19, 20 W warnings 10, 76 website, HP 73, 75 websites, reference 23, 73 what's new 8 when to reconfigure or reload software 56 white papers 74, 76 Windows operating systems 86 Index 97
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: 669443-002
June 2012
Edition: 2