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IBM 88643RU Service Guide - Page 174

Calling, service

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7. Have the same configuration options set in the system 8. Have the same setup for the operation system control files Comparing the configuration and software setup between "working" and "non-working" systems will often lead to problem resolution. Calling IBM for service See Appendix A, "Getting help and technical assistance," on page 161 for information about calling IBM for service. When you call for service, have as much of the following information available as possible: v Machine type and model v Microprocessor and hard disk drive upgrades v Failure symptoms - Does the server fail the diagnostic programs? If so, what are the error codes? - What occurs? When? Where? - Is the failure repeatable? - Has the current server configuration ever worked? - What changes, if any, were made before it failed? - Is this the original reported failure, or has this failure been reported before? v Diagnostic program type and version level v Hardware configuration (print screen of the system summary) v BIOS code level v Operating-system type and version level You can solve some problems by comparing the configuration and software setups between working and nonworking servers. When you compare servers to each other for diagnostic purposes, consider them identical only if all the following factors are exactly the same in all the servers: v Machine type and model v BIOS level v Adapters and attachments, in the same locations v Address jumpers, terminators, and cabling v Software versions and levels 158 IBM System x3850 Type 8864: Problem Determination and Service Guide

Section	Page
Contents	5
Safety	9
Guidelines for trained service technicians	10
Inspecting for unsafe conditions	10
Guidelines for servicing electrical equipment	10
Safety statements	12
Chapter 1. Introduction	17
Related documentation	17
Notices and statements in this document	18
Features and specifications	19
Server controls, LEDs, and connectors	20
Front view	20
Rear view	22
System-board layouts	24
I/O board internal connectors and jumpers	24
Memory-card connectors	25
Memory-card LEDs	25
Microprocessor-board connectors and LEDs	26
PCI board connectors	26
PCI board LEDs	27
SAS-backplane connectors	27
Chapter 2. Configuration information and instructions	29
Updating the firmware	29
Configuring the server	29
Using the ServerGuide Setup and Installation CD	30
Using the Configuration/Setup Utility program	30
Starting the Configuration/Setup Utility program	30
Configuration/Setup Utility menu choices	31
Passwords	34
Installing and using the baseboard management controller utility programs	35
Using the SAS/SATA Configuration Utility program	36
Configuring the Ethernet controller	36
Using the PXE boot agent utility program	36
Using the ServeRAID configuration programs	37
Chapter 3. Parts listing, Type 8864	39
Server replaceable units	40
Power cords	42
Chapter 4. Removing and replacing server components	45
Installation guidelines	45
System reliability guidelines	46
Working inside the server with the power on	46
Handling static-sensitive devices	47
Returning a device or component	47
Removing the cover and bezel	47
Tier 1 CRU information	48
Battery	48
DVD Drive	50
Hot-swap fan	50
Hot-swap power supply	52
Memory module	54
Active Memory	56
Removing and replacing a memory card	57
Installing memory modules	58
Tier 2 CRU information	64
Operator information panel assembly	64
I/O board	65
Replacing the I/O board	65
PCI adapter guide	66
Power-supply structure	67
SAS backplane	69
FRU information	70
Front-panel assembly	70
Microprocessor tray and microprocessor	70
Removing and installing a microprocessor	71
Thermal grease	74
PCI board assembly	75
PCI switch card assembly	76
Power backplane	77
Chapter 5. Diagnostics	79
Diagnostic tools	79
POST	79
POST beep codes	80
Beep code descriptions	80
No-beep symptoms	85
Error logs	86
Viewing error logs from the Configuration/Setup Utility program	87
Viewing the BMC log from the diagnostic programs	88
POST error codes	88
Checkout procedure	102
About the checkout procedure	102
Performing the checkout procedure	103
(Trained service technicians only) Checkpoint codes	104
Problem isolation tables	104
CD or DVD drive problems	105
General problems	105
Hard disk drive problems	106
Intermittent problems	106
Keyboard, mouse, or pointing-device problems	107
USB keyboard, mouse, or pointing-device problems	108
Memory problems	109
Microprocessor problems	110
Monitor problems	110
Optional-device problems	113
Power problems	114
Serial port problems	115
ServerGuide problems	116
Software problems	116
Universal Serial Bus (USB) port problems	117
Video problems	117
Light path diagnostics	117
Light path diagnostic LEDs	120
Remind button	124
Power-supply LEDs	124
Diagnostic programs, messages, and error codes	126
Real-time diagnostics	127
Running the on-board diagnostic programs	127
Diagnostic text messages	128
Viewing the test log	128
Diagnostic error codes	128
Recovering from a BIOS update failure	145
System-error log messages	146
POST and SMI error messages	158
Solving SCSI problems	170
Solving power problems	171
Solving Ethernet controller problems	171
Solving undetermined problems	172
Problem determination tips	173
Calling IBM for service	174
Appendix A. Getting help and technical assistance	177
Before you call	177
Using the documentation	177
Getting help and information from the World Wide Web	178
Software service and support	178
Hardware service and support	178
IBM Taiwan product service	178
Appendix B. Notices	179
Trademarks	179
Important notes	180
Product recycling and disposal	181
Battery return program	182
Electronic emission notices	183
Federal Communications Commission (FCC) statement	183
Industry Canada Class A emission compliance statement	183
Australia and New Zealand Class A statement	183
United Kingdom telecommunications safety requirement	183
European Union EMC Directive conformance statement	184
Taiwanese Class A warning statement	184
Chinese Class A warning statement	184
Japanese Voluntary Control Council for Interference (VCCI) statement	184

Match case Limit results 1 per page

Have

the

same

configuration

options

set

the

system

Have

the

same

setup

for

the

operation

system

control

files

Comparing

the

configuration

and

software

setup

between

“working”

and

“non-working”

systems

will

often

lead

problem

resolution.

Calling

IBM

for

service

See

Appendix

“Getting

help

and

technical

assistance,”

page

161

for

information

about

calling

IBM

for

service.

When

you

call

for

service,

have

much

the

following

information

available

possible:

Machine

type

and

model

Microprocessor

and

hard

disk

drive

upgrades

Failure

symptoms

–

Does

the

server

fail

the

diagnostic

programs?

so,

what

are

the

error

codes?

–

What

occurs?

When?

Where?

–

the

failure

repeatable?

–

Has

the

current

server

configuration

ever

worked?

–

What

changes,

any,

were

made

before

failed?

–

this

the

original

reported

failure,

has

this

failure

been

reported

before?

Diagnostic

program

type

and

version

level

Hardware

configuration

(print

screen

the

system

summary)

BIOS

code

level

Operating-system

type

and

version

level

You

can

solve

some

problems

comparing

the

configuration

and

software

setups

between

working

and

nonworking

servers.

When

you

compare

servers

each

other

for

diagnostic

purposes,

consider

them

identical

only

all

the

following

factors

are

exactly

the

same

all

the

servers:

Machine

type

and

model

BIOS

level

Adapters

and

attachments,

the

same

locations

Address

jumpers,

terminators,

and

cabling

Software

versions

and

levels

158

IBM

System

x3850

Type

8864:

Problem

Determination

and

Service

Guide