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HP Service Pack for ProLiant

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respond to that information more quickly. With specific authorization from you, an authorized HP Channel Partner can also view your IT environment remotely at HP Insight Online. For more information, see the following documents: • For more information about using HP Insight Online, see the HP Insight Online User's Guide. • For more information about installing HP Insight Remote Support and enabling HP Insight Online, see the HP Insight Remote Support and Insight Online Setup Guide for ProLiant Gen8 Servers and BladeSystem c-Class Enclosures. These documents are available on the HP website (http://www.hp.com/go/insightremotesupport/docs). Scripting Toolkit for Windows and Linux The Scripting Toolkit for Windows and Linux is a server deployment product that delivers an unattended automated installation for high-volume server deployments. The Scripting Toolkit is designed to support ProLiant BL, ML, DL, and SL servers. The toolkit includes a modular set of utilities and important documentation that describes how to apply these tools to build an automated server deployment process. The Scripting Toolkit provides a flexible way to create standard server configuration scripts. These scripts are used to automate many of the manual steps in the server configuration process. This automated server configuration process cuts time from each deployment, making it possible to scale rapid, high-volume server deployments. For more information, and to download the Scripting Toolkit, see the HP website (http://www.hp.com/go/ProLiant/STK). HP Service Pack for ProLiant SPP is a comprehensive systems software (drivers and firmware) solution delivered as a single ISO file with major server releases. This solution uses HP SUM as the deployment tool and is tested on all supported HP ProLiant servers including HP ProLiant Gen8 servers. SPP can be used in an online mode on a Windows or Linux hosted operating system, or in an offline mode where the server is booted to an operating system included on the ISO file so that the server can be updated automatically with no user interaction or updated in interactive mode. For more information or to download SPP, see one of the following pages on the HP website: • HP Service Pack for ProLiant download page (http://www.hp.com/go/spp) • HP Systems and Server Software Management page (http://www.hp.com/go/SmartUpdate) HP Smart Update Manager HP SUM is a product used to install and update firmware, drivers, and systems software on HP ProLiant servers. HP SUM provides a GUI and a command-line scriptable interface for deployment of systems software for single or one-to-many HP ProLiant servers and network-based targets, such as iLOs, OAs, and VC Ethernet and Fibre Channel modules. For more information about HP SUM, see the product page on the HP website (http://www.hp.com/go/hpsum). To download HP SUM, see the HP website (http://www.hp.com/go/hpsum/download). Software tools and solutions 75

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	8
669443-xx3 (December 2012)	8
669443-xx2 (June 2012)	9
669443-xx1 (March 2012)	10
Troubleshooting preparation	11
Pre-diagnostic steps	11
Important safety information	11
Symbols on equipment	11
Warnings and cautions	12
Electrostatic discharge	13
Preventing electrostatic discharge	13
Grounding methods to prevent electrostatic discharge	13
Symptom information	14
Prepare the server for diagnosis	14
Performing processor procedures in the troubleshooting process	15
Breaking the server down to the minimum hardware configuration	16
Common problem resolution	17
Loose connections	17
Service notifications	17
Firmware updates	17
Server updates with an HP Trusted Platform Module and BitLocker enabled	18
DIMM handling guidelines	18
DIMM installation and configuration guidelines	19
Component LED definitions	19
SAS, SATA, and SSD drive guidelines	19
Hot-plug drive LED definitions	19
System power LED definitions	20
Health status LED bar definitions (blades only)	20
Front panel LEDs and buttons (HP ProLiant ML and DL servers only)	20
Remote troubleshooting	22
Remote troubleshooting tools	22
Remote access to the VCM	23
Using HP iLO for remote troubleshooting of servers and server blades	23
Using Onboard Administrator for remote troubleshooting of server blades	24
Using the OA CLI	25
Diagnostic flowcharts	26
Troubleshooting flowcharts	26
Using the Diagnostic flowcharts	26
Troubleshooting flowchart reference websites	26
Start diagnosis flowchart	28
Remote diagnosis flowchart	28
General diagnosis flowchart	30
Power-on problems flowchart	30
Server power-on problems flowchart (non-blade servers)	30
Server blade power-on problems flowchart	31
Server blade power-on problems flowchart for Intel server blades	33
POST problems flowchart	36
Server POST problems flowchart (non-blade servers)	37
Server blade POST problems flowchart	38
OS boot problems flowchart	38
Operating system boot problems flowchart	39
OS boot problems flowchart for HP ProLiant DL580 Gen8 Servers	40
Fault indications flowchart	40
Server fault indications flowchart (non-blade servers)	41
Server blade fault indications flowchart	42
Hardware problems	43
Procedures for all ProLiant servers	43
Power problems	43
Power source problems	43
Power supply problems	44
Power supply power LED is green but the server will not power on	44
UPS problems	44
UPS is not working properly	44
Low battery warning is displayed	45
One or more LEDs on the UPS is red	45
General hardware problems	45
Problems with new hardware	45
Unknown problem	46
Third-party device problems	47
Testing the device	47
Internal system problems	48
CD-ROM and DVD drive problems	48
System does not boot from the drive	48
Data read from the drive is inconsistent, or drive cannot read data	48
Drive is not detected	48
Drive problems (hard drives and solid state drives)	48
Drives are failed	48
Drives are not recognized	49
Data is inaccessible	50
Server response time is slower than usual	50
HP SmartDrive icons or LEDs illuminate errors for the wrong drive or an error message is displayed in POST, HP SSA, ACU, ADU, or HP SSADUCLI	50
Storage problems	51
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	51
Data failure or disk errors on a server with a 10 SFF drive backplane or a 12 LFF drive backplane	51
Data failure or disk errors on a server with a 25 SFF drive backplane	51
SD and MicroSD card problems	51
System does not boot from the drive	51
USB drive key problems	51
System does not boot from the drive	51
Fan problems	52
General fan problems are occurring	52
Hot-plug fan problems are occurring	52
All fans in an HP BladeSystem c-Class enclosure are operating at a high speed	53
HP Trusted Platform Module problems	53
HP Trusted Platform Module fails or is not detected	53
Memory problems	54
General memory problems are occurring	54
Server is out of memory	54
Memory count error exists	54
Server fails to recognize existing memory	54
Server fails to recognize new memory	55
Processor problems	55
Unsupported processor stepping with Intel processors	56
Updating system ROM without removing the processor	56
Updating system ROM after removing the processor	56
Unsupported processor stepping with AMD processors	57
Tape drive problems	57
Stuck tape issue	57
Read/write issue	57
Backup issue	57
Media issue	58
Graphics and video adapter problems	58
General graphics and video adapter problems are occurring	58
External device problems	59
Video problems	59
Screen is blank for more than 60 seconds after you power up the server	59
Monitor does not function properly with energy saver features	60
Video colors are wrong	60
Slow-moving horizontal lines are displayed	60
Mouse and keyboard problems	60
Cable problems	61
Drive errors, retries, timeouts, and unwarranted drive failures when using an older Mini SAS cable	61
Network controller or FlexibleLOM problems	61
Network controller or FlexibleLOM is installed but not working	61
Network controller or FlexibleLOM has stopped working	61
Network controller or FlexibleLOM stopped working when an expansion board was added	62
Problems are occurring with the network interconnect blades	62
Controller problems	62
HP Dynamic Smart Array B320i or HP Dynamic Smart Array B120i drives are not found when RAID mode is disabled	62
Data located on drives accessed in RAID mode is not compatible with data accessed from non-RAID mode.	62
The Smart Array controller does not show logical drives after moving drives to a new server or JBOD	63
Drive roaming	63
Expansion board problems	63
System requests recovery method during expansion board replacement	63
Software problems	64
Operating system problems and resolutions	64
Operating system problems	64
Operating system locks up	64
Errors are displayed in the error log	64
Problems occur after the installation of a service pack	64
Operating system updates	65
Restoring to a backed-up version	65
When to reconfigure or reload software	65
Linux resources	66
Application software problems	66
Software locks up	66
Errors occur after a software setting is changed	66
Errors occur after the system software is changed	66
Errors occur after an application is installed	66
ROM problems	67
Remote ROM flash problems	67
Command-line syntax error	67
Access denied on target computer	67
Invalid or incorrect command-line parameters	67
Network connection fails on remote communication	67
Failure occurs during ROM flash	67
Target system is not supported	67
System requests recovery method during a firmware update	67
Updating firmware	68
Boot problems	68
Server does not boot	68
Software tools and solutions	70
Server mode	70
Product QuickSpecs	70
HP iLO Management	70
HP iLO	71
Active Health System	71
Integrated Management Log	72
Intelligent Provisioning	72
HP Insight Diagnostics	73
HP Insight Diagnostics survey functionality	73
Erase Utility	73
HP Insight Remote Support software	74
HP Insight Remote Support Central Connect	74
HP Insight Remote Support Direct Connect	74
HP Insight Online	74
Scripting Toolkit for Windows and Linux	75
HP Service Pack for ProLiant	75
HP Smart Update Manager	75
HP ROM-Based Setup Utility	76
Using RBSU	76
Auto-configuration process	76
Boot options	77
Configuring AMP modes	77
Re-entering the server serial number and product ID	77
UEFI System Utilities	78
Using HP UEFI System Utilities	78
Flexible boot control	79
Restoring and customizing configuration settings	79
Secure Boot configuration	79
Re-entering the server serial number and product ID	80
Utilities and features	80
Configuration tools	80
HP Smart Storage Administrator	80
Array Configuration Utility	81
Option ROM Configuration for Arrays	82
ROMPaq utility	82
Automatic Server Recovery	82
USB support	83
Redundant ROM support	83
Safety and security benefits	83
Keeping the system current	83
Access to HP Support Materials	83
Drivers	83
Software and firmware	84
Version control	84
System ROMPaq Firmware Upgrade Utility	84
HP operating systems and virtualization software support for ProLiant servers	85
Change control and proactive notification	85
HP Insight Management Agents	85
HP resources for troubleshooting	86
Online resources	86
HP Support Center website	86
HP Guided Troubleshooting website	86
Troubleshooting resources for previous HP ProLiant server models	86
Server blade enclosure troubleshooting resources	86
Error message resources	86
Server documentation	87
HP product QuickSpecs	87
White papers	87
Service notifications, advisories, and notices	87
Subscription services	87
HP Technology Service Portfolio	87
Product information resources	88
Additional product information	88
Registering the server	88
Overview of server features and installation instructions	88
Key features, option part numbers	88
Server and option specifications, symbols, installation warnings, and notices	89
Teardown procedures, part numbers, specifications	89
Teardown or removal and replacement procedure videos	89
Technical topics	89
Product installation resources	89
External cabling information	89
Power capacity	89
Switch settings, LED functions, drive, memory, expansion board and processor installation instructions, and board layouts	90
Product configuration resources	90
Device driver information	90
DDR3 memory configuration	90
Operating System Version Support	90
Operating system installation and configuration information (for factory-installed operating systems)	90
Server configuration information	90
Installation and configuration information for the server setup software	90
Software installation and configuration of the server	91
HP iLO information	91
Management of the server	91
Installation and configuration information for the server management system	91
Fault tolerance, security, care and maintenance, configuration and setup	91
Support and other resources	92
Contacting HP technical support or an authorized reseller	92
Customer self repair	92
Server information you need	92
Operating system information you need	93
Microsoft operating systems	93
Linux operating systems	94
Oracle Solaris operating systems	95
Reports and logs	95
Active Health System log overview	96
Active Health System download CLI utility	96
HP iLO web interface	96
HP Intelligent Provisioning	97
Download the Active Health System log	97
Use HP iLO	97
Use HP iLO to download the Active Health System Log for a date range	97
Use HP iLO to download the entire Active Health System log	98
Use Intelligent Provisioning	98
Use the Active Health System download CLI for Windows Operating Systems	99
Use the Active Health System download CLI for Linux Distributions	99
Use the curl command line tool	100
ACU diagnostic tasks	100
HP SSA diagnostic tasks	101
HP Smart Storage Administrator Diagnostic Utility CLI reports	103
HPS report	103
cfg2html report	103
Acronyms and abbreviations	104
Documentation feedback	107

Match case Limit results 1 per page

Software tools and solutions

respond to that information more quickly. With specific authorization from you, an authorized HP Channel

Partner can also view your IT environment remotely at HP Insight Online.

For more information, see the following documents:

•

For more information about using HP Insight Online, see the

HP Insight Online User’s Guide.

•

For more information about installing HP Insight Remote Support and enabling HP Insight Online, see

the

HP Insight Remote Support and Insight Online Setup Guide for ProLiant Gen8 Servers and

BladeSystem c-Class Enclosures.

These documents are available on the HP website (

http://www.hp.com/go/insightremotesupport/docs

Scripting Toolkit for Windows and Linux

The Scripting Toolkit for Windows and Linux is a server deployment product that delivers an unattended

automated installation for high-volume server deployments. The Scripting Toolkit is designed to support

ProLiant BL, ML, DL, and SL servers. The toolkit includes a modular set of utilities and important

documentation that describes how to apply these tools to build an automated server deployment process.

The Scripting Toolkit provides a flexible way to create standard server configuration scripts. These scripts are

used to automate many of the manual steps in the server configuration process. This automated server

configuration process cuts time from each deployment, making it possible to scale rapid, high-volume server

deployments.

For more information, and to download the Scripting Toolkit, see the HP website

(

http://www.hp.com/go/ProLiant/STK

HP Service Pack for ProLiant

SPP is a comprehensive systems software (drivers and firmware) solution delivered as a single ISO file with

major server releases. This solution uses HP SUM as the deployment tool and is tested on all supported HP

ProLiant servers including HP ProLiant Gen8 servers.

SPP can be used in an online mode on a Windows or Linux hosted operating system, or in an offline mode

where the server is booted to an operating system included on the ISO file so that the server can be updated

automatically with no user interaction or updated in interactive mode.

For more information or to download SPP, see one of the following pages on the HP website:

•

HP Service Pack for ProLiant download page (

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

)

•

HP Systems and Server Software Management page (

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

)

HP Smart Update Manager

HP SUM is a product used to install and update firmware, drivers, and systems software on HP ProLiant

servers. HP SUM provides a GUI and a command-line scriptable interface for deployment of systems software

for single or one-to-many HP ProLiant servers and network-based targets, such as iLOs, OAs, and VC Ethernet

and Fibre Channel modules.

For more information about HP SUM, see the product page on the HP website

(

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

To download HP SUM, see the HP website (

http://www.hp.com/go/hpsum/download