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HP ProLiant ML310e HP ProLiant Gen8 Troubleshooting Guide Volume I: Troublesho - Page 98

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Index A Active Health System 21, 65, 66, 89, 90 Active Health System download utility 88, 91 Active Health System log 21, 88, 89, 90, 91 ACU (Array Configuration Utility) 65, 73 ACU diagnostic tasks 92 Advanced ECC memory 72 agentless management 21 AMP (Advanced Memory Protection) 72 AMP modes 72 application software problems 61 Array Configuration Utility (ACU) 73 ASR (Automatic Server Recovery) 75 authorized reseller 84 authorized technician 11 auto-configuration process 71 B backplane, drive 46 backup issue, tape drive 52 backup, restoring 60 Basic Input/Output System (BIOS) 65, 74 batteries, insufficient warning when low 40 battery 40 BIOS (Basic Input/Output System) 65, 74 BIOS upgrade 65, 74 blank screen 54 boot options 72 booting problems 43 booting the server 43 button, UID 19 buttons 19 C cable problems 45, 46, 55 cables 16 cables, troubleshooting 16, 46 cables, VGA 55 cabling 81 cabling, drive 45 Care Pack 80 cautions 11 cautions, electrical 11 cautions, power cord 11 cautions, ventilation 11 CD-ROM drive 43 cfg2html report 86, 93 Change Control 77, 79 change control and proactive notification 77 color 55 command syntax 62 common problem resolution 16 common problems 16 compatibility 65 component LEDs 18 configuration 83 configuration of system 82 configuring AMP modes 72 connection problems 16 contact information 85 contacting authorized reseller 84 contacting HP 84, 85 contacting technical support 84 controller 46, 57 controller problems 56, 57 CSR (customer self repair) 84 customer self repair (CSR) 84 D data loss 43, 46 data recovery 43, 45 device driver information 82 diagnostic flowcharts 25 diagnostic tools 65, 68, 74, 75 DIMM handling guidelines 17 DIMM installation guidelines 18 DIMM population guidelines 18 DIMMs 17 documentation 79, 97 documentation feedback 97 drive errors 55 drive failure 55 drive failure, detecting 43 drive LEDs 18 drive not found 44 drive problems 43 Index 98

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

Index 98

Active Health System 21, 65, 66, 89, 90

Active Health System download utility 88, 91

Active Health System log 21, 88, 89, 90, 91

ACU (Array Configuration Utility) 65, 73

ACU diagnostic tasks 92

Advanced ECC memory 72

agentless management 21

AMP (Advanced Memory Protection) 72

AMP modes 72

application software problems 61

Array Configuration Utility (ACU) 73

ASR (Automatic Server Recovery) 75

authorized reseller 84

authorized technician 11

auto-configuration process 71

backplane, drive 46

backup issue, tape drive 52

backup, restoring 60

Basic Input/Output System (BIOS) 65, 74

batteries, insufficient warning when low 40

battery 40

BIOS (Basic Input/Output System) 65, 74

BIOS upgrade 65, 74

blank screen 54

boot options 72

booting problems 43

booting the server 43

button, UID 19

buttons 19

cable problems 45, 46, 55

cables 16

cables, troubleshooting 16, 46

cables, VGA 55

cabling 81

cabling, drive 45

Care Pack 80

cautions 11

cautions, electrical 11

cautions, power cord 11

cautions, ventilation 11

CD-ROM drive 43

cfg2html report 86, 93

Change Control 77, 79

change control and proactive notification 77

color 55

command syntax 62

common problem resolution 16

common problems 16

compatibility 65

component LEDs 18

configuration 83

configuration of system 82

configuring AMP modes 72

connection problems 16

contact information 85

contacting authorized reseller 84

contacting HP 84, 85

contacting technical support 84

controller 46, 57

controller problems 56, 57

CSR (customer self repair) 84

customer self repair (CSR) 84

data loss 43, 46

data recovery 43, 45

device driver information 82

diagnostic flowcharts 25

diagnostic tools 65, 68, 74, 75

DIMM handling guidelines 17

DIMM installation guidelines 18

DIMM population guidelines 18

DIMMs 17

documentation 79, 97

documentation feedback 97

drive errors 55

drive failure 55

drive failure, detecting 43

drive LEDs 18

drive not found 44

drive problems 43

Index