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o Expander backplane SEP firmware o System ROM 3. Be sure the drive or backplane is cabled properly. 4. Be sure the drive data cable is working by replacing it with a known functional cable. 5. Be sure drive blanks are installed properly when the server is operating. Drives may overheat and cause sluggish response or drive failure. 6. Run Insight Diagnostics ("HP Insight Diagnostics" on page 68) and replace failed components as indicated. 7. Run ACU ("Array Configuration Utility" on page 73) and check the status of the failed drive. 8. Be sure the replacement drives within an array are the same size or larger. 9. Be sure the replacement drives within an array are the same drive type, such as SAS, SATA, or SSD. 10. Power cycle the server. If the drive shows up, check to see if the drive firmware needs to be updated. Drives are not recognized Action: 1. Be sure no power problems (on page 38) exist. 2. Be sure no loose connections (on page 16) exist. 3. Check to see if an update is available for any of the following: o Smart Array Controller firmware o Dynamic Smart Array driver o Host bus adapter firmware o Expander backplane SEP firmware o System ROM 4. Be sure the drive or backplane is cabled properly. 5. Check the drive LEDs to be sure they indicate normal function. For information on drive LEDs, see "Drive LED definitions (on page 18)." For 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.com/go/productbulletin). 7. Power cycle the server. If the drive appears, check to see if the drive firmware needs to be updated. 8. Be sure the drive bay is not defective by installing the hard drive in another bay. 9. When the drive is a replacement drive on an array controller, be sure that the drive is the same type and of the same or larger capacity than the original drive. 10. Run HP Insight Diagnostics (on page 68). Then, replace failed components as indicated. 11. When using an array controller, be sure the drive is configured in an array. Run ACU ("Array Configuration Utility" on page 73). 12. Be sure that the correct controller drivers are installed, and that the controller supports the hard drives being installed. 13. If the controller supports Smart Array Advanced Pack (SAAP) license keys and the configuration is dual domain, be sure the SAAP license key is installed. For more information, see the HP website (http://www.hp.com/go/SAAP). Hardware problems 44

Section	Page
HP ProLiant Gen8 Troubleshooting Guide Volume I: Troubleshooting	1
Abstract	1
Notice	2
Contents	3
Using this guide	7
How to use this guide	7
What's new	8
Revision history	9
669443-xx2 (June 2012)	9
669443-xx1 (March 2012)	9
Troubleshooting preparation	10
Pre-diagnostic steps	10
Important safety information	10
Symbols on equipment	10
Warnings and cautions	11
Electrostatic discharge	12
Preventing electrostatic discharge	12
Grounding methods to prevent electrostatic discharge	12
Symptom information	13
Prepare the server for diagnosis	13
Performing processor procedures in the troubleshooting process	14
Breaking the server down to the minimum hardware configuration	15
Common problem resolution	16
Loose connections	16
Service notifications	16
Firmware updates	16
Server updates with an HP Trusted Platform Module and BitLocker enabled	17
DIMM handling guidelines	17
DIMM installation and configuration guidelines	18
Component LED definitions	18
SAS, SATA, and SSD drive guidelines	18
Drive LED definitions	18
System power LED definitions	19
Health status LED bar definitions (blades only)	19
Front panel LEDs & buttons (HP ProLiant ML and DL servers only)	19
Remote troubleshooting	21
Remote troubleshooting tools	21
Remote access to the VCM	22
Using HP iLO for remote troubleshooting of servers and server blades	22
Using Onboard Administrator for remote troubleshooting of server blades	23
Using the OA CLI	24
Diagnostic flowcharts	25
Troubleshooting flowcharts	25
Using the Diagnostic flowcharts	25
Troubleshooting flowchart reference websites	25
Start diagnosis flowchart	27
Remote diagnosis flowchart	27
General diagnosis flowchart	29
Power-on problems flowchart	29
Server power-on problems flowchart (non-blade servers)	29
Server blade power-on problems flowchart	30
POST problems flowchart	32
Server POST problems flowchart (non-blade servers)	33
Server blade POST problems flowchart	34
Operating system boot problems flowchart	34
Fault indications flowchart	35
Server fault indications flowchart (non-blade servers)	36
Server blade fault indications flowchart	37
Hardware problems	38
Procedures for all ProLiant servers	38
Power problems	38
Power source problems	38
Power supply problems	39
Power supply power LED is green but the server will not power on	39
UPS problems	39
UPS is not working properly	39
Low battery warning is displayed	40
One or more LEDs on the UPS is red	40
General hardware problems	40
Problems with new hardware	40
Unknown problem	41
Third-party device problems	42
Testing the device	42
Internal system problems	43
CD-ROM and DVD drive problems	43
System does not boot from the drive	43
Data read from the drive is inconsistent, or drive cannot read data	43
Drive is not detected	43
Drive problems (hard drives and solid state drives)	43
Drives are failed	43
Drives are not recognized	44
Data is inaccessible	45
Server response time is slower than usual	45
HP SmartDrive icons or LEDs illuminate errors for the wrong drive or an error message is displayed in POST, ACU, or ADU	45
Storage problems	46
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	46
Data failure or disk errors on a server with a 10 SFF drive backplane or a 12 LFF drive backplane	46
Data failure or disk errors on a server with a 25 SFF drive backplane	46
SD and MicroSD 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
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
Processor problems	50
Unsupported processor stepping with Intel® processors	51
Updating system ROM without removing the processor	51
Updating system ROM after removing the processor	51
Unsupported processor stepping with AMD processors	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	54
Video problems	54
Screen is blank for more than 60 seconds after you power up the server	54
Monitor does not function properly with energy saver features	54
Video colors are wrong	55
Slow-moving horizontal lines are displayed	55
Mouse and keyboard problems	55
Cable problems	55
Drive errors, retries, timeouts, and unwarranted drive failures when using an older Mini SAS cable	55
Network controller or FlexibleLOM problems	56
Network controller or FlexibleLOM is installed but not working	56
Network controller or FlexibleLOM has stopped working	56
Network controller or FlexibleLOM stopped working when an expansion board was added	56
Problems are occurring with the network interconnect blades	57
Controller problems	57
HP Dynamic Smart Array B320i or HP Dynamic Smart array B120i drives are not found when RAID mode is disabled	57
Data located on drives accessed in RAID mode is not compatible with data accessed from non-RAID mode.	57
The Smart Array controller does not show logical drives after moving drives to a new server or JBOD	57
Drive roaming	58
Expansion board problems	58
System requests recovery method during expansion board replacement	58
Software problems	59
Operating system problems and resolutions	59
Operating system problems	59
Operating system locks up	59
Errors are displayed in the error log	59
Problems occur after the installation of a service pack	59
Operating system updates	60
Restoring to a backed-up version	60
When to reconfigure or reload software	60
Linux resources	61
Application software problems	61
Software locks up	61
Errors occur after a software setting is changed	61
Errors occur after the system software is changed	61
Errors occur after an application is installed	61
ROM problems	62
Remote ROM flash problems	62
Command-line syntax error	62
Access denied on target computer	62
Invalid or incorrect command-line parameters	62
Network connection fails on remote communication	62
Failure occurs during ROM flash	62
Target system is not supported	62
System requests recovery method during a firmware update	62
Updating firmware	63
Boot problems	63
Server does not boot	63
Software tools and solutions	65
Server mode	65
Product QuickSpecs	65
HP iLO Management Engine	65
HP iLO	65
Active Health System	66
Integrated Management Log	67
Intelligent Provisioning	67
HP Insight Diagnostics	68
HP Insight Diagnostics survey functionality	68
Erase Utility	68
HP Insight Remote Support software	69
HP Insight Online	69
Scripting Toolkit	69
HP Service Pack for ProLiant	70
HP Smart Update Manager	70
HP ROM-Based Setup Utility	71
Using RBSU	71
Auto-configuration process	71
Boot options	72
Configuring AMP modes	72
Re-entering the server serial number and product ID	72
Utilities and features	73
Array Configuration Utility	73
Option ROM Configuration for Arrays	74
ROMPaq utility	74
Automatic Server Recovery	75
USB support	75
Redundant ROM support	75
Safety and security benefits	75
Keeping the system current	75
Drivers	75
Software and firmware	76
Version control	76
System ROMPaq Firmware Upgrade Utility	76
HP operating systems and virtualization software support for ProLiant servers	77
Change control and proactive notification	77
HP Insight Management Agents	77
HP resources for troubleshooting	78
Online resources	78
HP Support Center website	78
HP Guided Troubleshooting website	78
Troubleshooting resources for previous HP ProLiant server models	78
Server blade enclosure troubleshooting resources	78
Error message resources	78
Server documentation	79
HP product QuickSpecs	79
White papers	79
Service notifications, advisories, and notices	79
Subscription services	79
HP Technology Service Portfolio	80
Product information resources	80
Additional product information	80
Registering the server	80
Overview of server features and installation instructions	80
Key features, option part numbers	81
Server and option specifications, symbols, installation warnings, and notices	81
Teardown procedures, part numbers, specifications	81
Teardown or removal and replacement procedure videos	81
Technical topics	81
Product installation resources	81
External cabling information	81
Power capacity	81
Switch settings, LED functions, drive, memory, expansion board and processor installation instructions, and board layouts	82
Product configuration resources	82
Device driver information	82
DDR3 memory configuration	82
Operating System Version Support	82
Operating system installation and configuration information (for factory-installed operating systems)	82
Server configuration information	82
Installation and configuration information for the server setup software	82
Software installation and configuration of the server	83
HP iLO information	83
Management of the server	83
Installation and configuration information for the server management system	83
Fault tolerance, security, care and maintenance, configuration and setup	83
Support and other resources	84
Contacting HP technical support or an authorized reseller	84
Customer self repair	84
Server information you need	84
Operating system information you need	85
Microsoft operating systems	85
Linux operating systems	86
Oracle Solaris operating systems	87
Reports and logs	87
Active Health System log overview	88
Active Health System download CLI utility	88
iLO GUI	88
HP Intelligent Provisioning	89
Download the Active Health System log	89
Use HP iLO	89
Use HP iLO to download the Active Health System Log for a date range	89
Use HP iLO to download the entire Active Health System log	90
Use Intelligent Provisioning	90
Use the Active Health System download CLI for Windows Operating Systems	91
Use the Active Health System download CLI for Linux Distributions	91
ACU diagnostic tasks	92
HPS report	93
cfg2html report	93
Acronyms and abbreviations	94
Documentation feedback	97

Match case Limit results 1 per page

Hardware problems 44

Expander backplane SEP firmware

System ROM

Be sure the drive or backplane is cabled properly.

Be sure the drive data cable is working by replacing it with a known functional cable.

Be sure drive blanks are installed properly when the server is operating. Drives may overheat and cause

sluggish response or drive failure.

Run Insight Diagnostics ("

HP Insight Diagnostics

" on page

) and replace failed components as

indicated.

Run ACU ("

Array Configuration Utility

" on page

) and check the status of the failed drive.

Be sure the replacement drives within an array are the same size or larger.

Be sure the replacement drives within an array are the same drive type, such as SAS, SATA, or SSD.

10.

Power cycle the server. If the drive shows up, check to see if the drive firmware needs to be updated.

Drives are not recognized

Action

Be sure no power problems (on page

) exist.

Be sure no loose connections (on page

) exist.

Check to see if an update is available for any of the following:

Smart Array Controller firmware

Dynamic Smart Array driver

Host bus adapter firmware

Expander backplane SEP firmware

System ROM

Be sure the drive or backplane is cabled properly.

Check the drive LEDs to be sure they indicate normal function. For information on drive LEDs, see "Drive

LED definitions (on page

)." For server-specific drive LED information, see the server documentation

or the HP website (

http://www.hp.com

Be sure the drive is supported. To determine drive support, see the server QuickSpecs on the HP website

(

http://www.hp.com/go/productbulletin

Power cycle the server. If the drive appears, check to see if the drive firmware needs to be updated.

Be sure the drive bay is not defective by installing the hard drive in another bay.

When the drive is a replacement drive on an array controller, be sure that the drive is the same type and

of the same or larger capacity than the original drive.

10.

Run HP Insight Diagnostics (on page

). Then, replace failed components as indicated.

11.

When using an array controller, be sure the drive is configured in an array. Run ACU ("

Array

Configuration Utility

" on page

12.

Be sure that the correct controller drivers are installed, and that the controller supports the hard drives

being installed.

13.

If the controller supports Smart Array Advanced Pack (SAAP) license keys and the configuration is dual

domain, be sure the SAAP license key is installed. For more information, see the HP website

(

http://www.hp.com/go/SAAP