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4 Troubleshooting This chapter helps you identify and solve problems that might occur while using the system. For any issue, make sure you use the latest firmware and files. Firmware upgrades include updates for the BIOS, baseboard management controller (BMC), and hot-swap controller (HSC). Refer to "Additional Information and Software" for a link to the software updates. In addition to the server firmware and files, you must also update any drivers used for components you installed in your system, such as video and network drivers. Intel provides a package called the "Platform Confidence Test" that may help with your diagnostics. Refer to "Additional Information and Software" for a link to this software. If you cannot resolve your server problems, refer to "Getting Help" for assistance. System Boot Quiet Time The power-on self test (POST) process includes a quiet time, during which the system may appear hang. This may last as long as 40 seconds. Do not power off or reboot the system during this time. The POST LEDs will indicate activity. They may alternate blinking between amber and green. When the quiet time completes, the status LED will change to solid green. Resetting the System Before going through in-depth troubleshooting, first attempt to reset your system using one of the following methods: To do this: Soft boot reset to clear the system memory and reload the operating system. Clear system memory, restart POST, and reload the operating system. Cold boot reset. Turn the system power off and then on. This clears system memory, restarts POST, reloads the operating system, and halts power to all peripherals. Press: Reset button Power off/on

Section	Page
Intel® Server Board S5500BC User’s Guide	1
Preface	5
About this Manual	5
Manual Organization	5
Product Accessories	6
Additional Information and Software	6
Safety Information	9
Important Safety Instructions	9
Wichtige Sicherheitshinweise	9
Consignes de sécurité	9
Instrucciones de seguridad importantes	9
Warnings	11
List of Figures	13
Table of Contents	15
List of Tables	19
1 Server Board Features	21
Figure 1. Intel® Server Board S5500BC	21
Connector and Component Locations	23
Figure 2. Server Board Connector and Component Locations	23
A.	23
B.	23
C.	23
D.	23
E.	23
F.	23
G.	23
H.	24
I.	24
J.	24
K.	24
S.	24
T.	24
U.	24
V.	24
Configuration Jumpers	25
Figure 3. Configuration Jumper Location	25
Back Panel Connectors	27
A. Serial Port A	27
B. Video	27
C. USB Port 6-7	27
D. USB Port 8-9	27
E. NIC Port 1	27
F. NIC Port 2 (MGMT)	27
Figure 4. Back Panel Connectors	27
RAID Support	28
Note: For AHCI capability in EFI, you must set the AHCI legacy Option ROM to “disabled”.	28
Hardware Requirements	29
Processor	29
Memory	29
Figure 5. DIMM Configuration Diagram	30
Figure 6. Channel Slots Configuration	31
Memory Sparing and Mirroring	31
Power Supply	32
Optional Hardware	32
Intel® RAID Activation Key	32
Hard Disk Drives	32
Intel® Remote Management Module 3	32
2 Hardware Installations and Upgrades	33
Before You Begin	33
Tools and Supplies Needed	33
Installing and Removing Memory	33
Installing DIMMs	33
1. Observe the safety and ESD precautions at the beginning of this book. See “Safety Information” for more information.	33
2. Turn off all peripheral devices connected to the server and turn off the server.	33
3. Disconnect the AC power cord from the server.	33
4. Remove the server’s cover and locate the DIMM sockets (see letter “A” to “E” in Figure 7).	33
Figure 7. Installing Memory	34
5. Make sure the clips at either end of the DIMM socket(s) are pushed outward to the open position (see letter “A” in Figure 7).	34
6. Holding the DIMM by the edges, remove it from its anti-static package.	34
7. Position the DIMM above the socket. Align the two small notches in the bottom edge of the DIMM with the keys in the socket (see letter “B” in Figure 7).	34
8. Insert the bottom edge of the DIMM into the socket (see letter “C” in Figure 7).	34
9. When the DIMM is inserted, push down on the top edge of the DIMM until the retaining clips snap into place (see letter “D” in Figure 7). Make sure the clips are firmly in place (see letter “E” in Figure 7).	34
10. Replace the server’s cover and reconnect the AC power cord.	34
Removing DIMMs	34
1. Observe the safety and ESD precautions at the beginning of this book. See “Safety Information” for more information.	34
2. Turn off all peripheral devices connected to the server and turn off the server.	34
3. Remove the AC power cord from the server.	34
4. Remove the server's cover.	34
5. Gently spread the retaining clips at each end of the socket. The DIMM lifts from the socket.	34
6. Holding the DIMM by the edges, lift it from the socket, and store it in an anti-static package.	34
7. Reinstall and reconnect any parts you removed or disconnected to reach the DIMM sockets.	35
8. Replace the server's cover and reconnect the AC power cord.	35
Installing or Replacing the Processor	35
Note: Use the following instructions to install or replace a processor instead of using the instructions that came with the processor.	35
Caution: Processor must be appropriate: If you install a processor that is inappropriate for your server, you may damage the server board. See “Additional Information and Software” for a link to the list of compatible processor(s).	35
ESD and handling processors: Reduce the risk of electrostatic discharge (ESD) damage to the processor by doing the following: (1...	35
Installing the Processor	35
1. Observe the safety and ESD precautions at the beginning of this book. See “Safety Information” for more information.	35
2. Turn off all peripheral devices connected to the server and turn off the server.	35
3. Disconnect the AC power cord from the server.	35
4. Remove the server's cover. See the document that came with your server chassis for instructions on removing the server's cover.	35
5. Locate the processor socket and open the socket lever (see Figure 8).	35
Figure 8. Lifting the Load Lever	35
6. Open the load plate (see letter “A” in Figure 8 and letter “B” in Figure 9).	35
Figure 9. Open the Load Plate	36
7. Remove the socket protective cover (see Figure 10).	36
Figure 10. Remove the Socket Protective Cover	36
8. Take the processor out of the box and remove the protective shipping cover (Figure 11).	36
Figure 11. Remove the Processor Protective Cover	36
9. Align the processor cutouts to match the two socket pins, and then insert the processor into the socket as shown in Figure 12.	37
Figure 12. Installing the Processor	37
10. Close the load plate (see the letter “A” in Figure 13), close the socket lever and ensure the load plate tab engages under the socket lever when fully closed. (See letter “B” and “C” in Figure 13)	37
Figure 13. Close the Load Plate and Socket Lever	37
Note: Make sure the alignment triangle mark and the alignment triangle cutout align correctly. To assist in package orientation and alignment with the socket:	37
Installing the Retention Mechanism(s) and Heat Sink(s)	37
1. If a protective film covers the thermal interface material (TIM) on the underside of the heat sink, remove the protective film.	37
2. Align heat sink fins to the front and back of the chassis for correct airflow. Airflow goes from front-to-back of chassis.	37
3. Each heat sink has four captive fasteners and should be tightened as shown.	37
4. Using a #2 Phillips* screwdriver, finger-tighten each fastener diagonally according to the white-circled numbers (see Figure 14).	38
5. Securely re-tighten each fastener again in the same order as performed in Step 4.	38
6. Attach fan power cable to server board as shown.	38
Figure 14. 2U Reference Heat Sink Assembly	38
7. Reinstall and reconnect any parts you removed or disconnected to reach the processor sockets.	38
8. Replace the server's cover and reconnect the AC power cord. See the documentation that came with your server chassis for instructions on installing the server's cover.	38
Replacing a Processor	38
1. Observe the safety and ESD precautions at the beginning of this book. See “Safety Information” for more information.	38
2. Turn off all peripheral devices connected to the server and turn off the server.	38
3. Remove the AC power cord from the server.	38
4. Remove the server's cover.	38
5. Unplug the processor fan cable from the server board.	38
6. Loosen the four captive screws on the corners of the heat sink.	39
7. Twist the heat sink slightly to break the seal between the heat sink and the processor.	39
8. Lift the heat sink from the processor. If it does not pull up easily, twist the heat sink again. Do not force the heat sink from the processor-doing so could damage the processor.	39
9. Lift the processor lever.	39
10. Raise the CPU load plate.	39
11. Remove the processor.	39
12. If installing a replacement processor, see “Installing the Processor”. Otherwise, install the protective socket cover over the empty processor socket and reinstall the chassis cover.	39
Installing a PCI Add-In Card	40
Installing a PCI Add-In Card	40
Note: You must attach add-in cards to a riser card when the riser card is removed from the chassis.	40
1. Remove the screw that attaches the PCI bracket shield to the rear of the chassis to remove the shield. Retain the screw.	40
Figure 15. Removing the PCI Riser Assembly from the Server System	40
2. Insert the PCI card edge connector in the slot on the PCI riser.	40
Figure 16. Installing a PCI Card in a Riser Card	41
3. Insert the riser card with the attached PCI card into the PCI slot on the server board. Press firmly on the riser card until it is fully seated. Press down on the riser card- do not press down on the PCI card.	41
Caution: Press the riser card straight down into the slot. Tipping the riser card while installing it into the slot may damage the riser card or slot on the server board.	41
4. Use the screw removed in Step 1 to secure the riser card assembly to the chassis.	41
Replacing the Backup Battery	42
Warning: Danger of explosion if battery is incorrectly replaced. Replace only with the same or equivalent type recommended by the equipment manufacturer. Discard used batteries according to manufacturer's instructions.	42
Advarsel: Lithiumbatteri - Eksplosionsfare ved fejlagtig håndtering. Udskiftning må kun ske med batteri af samme fabrikat og type. Levér det brugte batteri tilbage til leverandøren.	42
Advarsel: Lithiumbatteri - Eksplosjonsfare. Ved utskifting benyttes kun batteri som anbefalt av apparatfabrikanten. Brukt batteri returneres apparatleverandøren.	42
Varning: Explosionsfara vid felaktigt batteribyte. Använd samma batterityp eller en ekvivalent typ som rekommenderas av apparattillverkaren. Kassera använt batteri enligt fabrikantens instruktion.	42
Varoitus: Paristo voi räjähtää, jos se on virheellisesti asennettu. Vaihda paristo ainoastaan laitevalmistajan suosittelemaan tyyppiin. Hävitä käytetty paristo valmistajan ohjeiden mukaisesti.	42
1. Observe the safety and ESD precautions at the beginning of this book.	42
2. Turn off all peripheral devices connected to the server and turn off the server.	42
3. Disconnect the AC power cord from the server.	42
4. Remove the server’s cover and locate the battery.	42
5. Insert the tip of a small flat bladed screwdriver, or an equivalent, under the tab in the plastic retainer. Gently push down on the screwdriver to lift the battery.	42
6. Remove the battery from its socket.	42
Figure 17. Replacing the Backup Battery	43
7. Dispose of the battery according to local ordinance.	43
8. Remove the new lithium battery from its package, and, being careful to observe the correct polarity, insert it in the battery socket.	43
9. Close the chassis.	43
10. Run Setup to restore the configuration settings to the RTC.	43
3 Server Utilities	45
Using the BIOS Setup Utility	45
Starting Setup	45
If You Cannot Access Setup	45
Setup Menus	45
Upgrading the BIOS	47
Preparing for the Upgrade	47
Note: In the unlikely event a BIOS error occurs during the BIOS update process, you may need to follow a recovery process to ret...	47
Recording the Current BIOS Settings	47
1. Boot the computer and press <F2> when you see the message:	47
2. Write down the current settings in the BIOS Setup program.	47
Note: Do not skip Step 2. You need these settings to configure your computer at the end of the procedure.	48
Obtaining the Upgrade	48
Note: Before attempting a BIOS upgrade, review the instructions and release notes provided in the README file distributed with t...	48
Upgrading the BIOS	48
Caution: Do not power down the system during the BIOS upgrade process! When the BIOS upgrade is completed, the system resets automatically.	48
Note: You may encounter a CMOS Checksum error or other problems after reboot. If this happens, shut down the system and re-boot. CMOS checksum errors require that you enter Setup, check your settings, save your settings, and exit Setup.	48
BIOS Recovery Mode and BIOS Flash Update	48
Note: The entire process takes two to four minutes.	48
Recovering the BIOS	48
1. Power down and unplug the system from the AC power source.	49
2. Move the recovery jumper at JIA1 from the spare location at pins 2 and 3 to cover pins 1 and 2. Refer to Figure 18.	49
Figure 18. BIOS Recovery Jumper	49
3. Insert the bootable BIOS Recovery media containing the new BIOS image files. You can accomplish a BIOS recovery from the SATA...	49
4. Plug the system into the AC power source and power it on.	49
5. The BIOS POST screen will appear, displaying the progress, and the system automatically boots to the EFI SHELL.	49
6. Remove the recovery media.	49
7. Power down and unplug the system from the AC power source.	49
8. Move the BIOS recovery jumper at J1A1 back to the original position, covering storage pins 1 and 2.	49
9. Plug the system into the AC power source and power it up to confirm the recovery was successful.	49
10. Do NOT interrupt the BIOS POST during the first boot.	49
Clearing the Password	50
1. Power down the system and disconnect the AC power.	50
2. Open the server chassis.	50
3. Move the jumper from the normal operation position, Password Clear Protect, at pins 1 and 2 to the Password Clear Erase positions, covering pins 2 and 3.	50
Figure 19. Password Recovery Jumper	50
4. Reconnect the AC power and power up the system.	50
5. Power down the system and disconnect the AC power.	50
6. Return the Password Clear jumper to the Password Clear Protect position, covering pins 1 and 2. Reconnect AC power and power up the server.	50
7. Close the server chassis. The password is cleared and can be reset by going into the BIOS setup.	50
Clearing the CMOS	51
1. Power down the system; do not disconnect the AC power.	51
2. Open the server.	51
3. Move the jumper from the normal operation position, covering pins 1 and 2, to the CMOS Clear Force Erase position, covering pins 2 and 3.	51
Figure 20. CMOS Recovery Jumper	51
4. Wait five seconds.	51
5. Reconnect the AC power and power up the system.	51
6. When the system begins beeping, power it down and disconnect the AC power.	51
7. Return the CMOS Clear jumper to the spare location, covering pins 1 and 2.	51
8. Close the server chassis; reconnect the AC power and power up the system. The CMOS is now cleared and you can reset it by going into the BIOS setup.	51
4 Troubleshooting	53
System Boot Quiet Time	53
Resetting the System	53
Problems Following Initial System Installation	54
First Steps Checklist	54
Hardware Diagnostic Testing	55
Caution: Turn off devices before disconnecting cables: Before disconnecting any peripheral cables from the system, turn off the ...	55
1. Turn off the system and all external peripheral devices. Except for the keyboard and the video monitor, disconnect each device from the system.	55
2. Make sure the system power cord is plugged into a properly grounded AC outlet.	55
3. Make sure your video display monitor and keyboard are correctly connected to the system.	55
4. Turn on the video monitor. Set its brightness and contrast controls to at least two thirds of their maximum ranges (see the documentation supplied with your video display monitor).	55
5. If the operating system normally loads from the hard disk drive, make sure there is no diskette in drive A and no CD-ROM disk in the CD-ROM drive.	55
6. If the power LED does light, attempt to boot from the CD-ROM disk.	55
7. Turn on the system. If the power LED does not light, see “Power Light Does Not Light”.	55
Verifying Proper Operation of Key System Lights	55
Confirming Loading of the Operating System	55
Specific Problems and Corrective Actions	56
Power Light Does Not Light	56
No Characters Display on Screen	57
1. Verify the video works using the onboard video controller.	57
2. Verify the video controller board is fully seated in the server board connector.	57
3. Reboot the system for changes to take effect.	57
4. If there are still no characters on the screen after you reboot the system and POST emits a beep code, write down the beep code you hear. This information is useful for your service representative.	57
5. If you do not receive a beep code and characters do not display, the video display monitor or video controller may have failed. Contact your service representative or authorized dealer for help.	57
Characters are Distorted or Incorrect	57
System Cooling Fans Do Not Rotate Properly	58
Drive Activity Light Does Not Light	58
CD-ROM Drive or DVD-ROM Drive Activity Light Does Not Light	58
Cannot Connect to a Server	59
Problems with Network	59
System Boots When Installing PCI Card	60
Problems with Newly Installed Application Software	60
Problems with Application Software that Ran Correctly Earlier	60
Note: Random errors in data files: If you get random errors in your data files, they may be getting corrupted by voltage spikes ...	61
Devices are not Recognized under Device Manager (Microsoft Windows* Operating System)	61
Hard Drive(s) are not Recognized	61
Bootable CD-ROM Is Not Detected	61
LED Information	62
BIOS POST Beep Codes	63
Appendix A: Regulatory and Compliance Information	65
Product Regulatory Compliance	65
Product Safety Compliance	65
Product EMC Compliance - Class A Compliance	65
Note: Legally the product is required to comply with Class A emission requirements as it is intended for a commercial type market place. Intel targets a 10 db margin to Class A Limits.	65
IMPORTANT NOTE:	66
Certifications / Registrations / Declarations	66
Product Regulatory Compliance Markings	66
Electromagnetic Compatibility Notices	68
FCC (USA)	68
Industry Canada (ICES-003)	69
Europe (CE Declaration of Conformity)	69
Taiwan Declaration of Conformity (BSMI)	69
Korean Compliance (RRL)	69
1. Type of Equipment (Model Name): On License and Product	69
2. Certification No.: On RRL certificate. Obtain certificate from local Intel representative	69
3. Name of Certification Recipient: Intel Corporation	70
4. Date of Manufacturer: Refer to date code on product	70
5. Manufacturer/Nation: Intel Corporation/Refer to country of origin marked on product	70
Appendix B: LED Decoder	71
Figure 21. Diagnostic LED Placement Diagram	71
A. ID LED	71
B. Status LED	71
C. Diagnostic LED #7 (MSB LED)	71
D. Diagnostic LED #6	71
E. Diagnostic LED #5	71
F. Diagnostic LED #4	71
G. Diagnostic LED #3	71
H. Diagnostic LED #2	71
I. Diagnostic LED #1	71
J. Diagnostic LED #0 (LSB LED)	71
Appendix B: Getting Help	79
1. Get connected to our support web page (http://support.intel.com/support/ motherboards/server/) for 24 hours a day, 7 days a w...	79
2. Send an email to Intel's technical support center using the following online form if you are still unable to obtain a solution to your issue: http://support.intel.com/ support/go/emf/index.htm	79
3. Lastly, you can contact an Intel support representative using one of the following support phone numbers: http://support.inte...	79
Warranty Information	79
Appendix C: Intel® Server Issue Report Form	81
Note: For the fastest service, please submit your form via the Internet.	81
Board / Chassis Information	81
Peripheral Information	83
Hard Drive Information	83
Management Information	84

Match case Limit results 1 per page

Troubleshooting

This chapter helps you identify and solve problems that might occur while using the

system.

For any issue, make sure you use the latest firmware and files. Firmware upgrades include

updates for the BIOS, baseboard management controller (BMC), and hot-swap controller

(HSC). Refer to

“Additional Information and Software”

for a link to the software updates.

In addition to the server firmware and files, you must also update any drivers used for

components you installed in your system, such as video and network drivers.

Intel provides a package called the “Platform Confidence Test” that may help with your

diagnostics. Refer to

“Additional Information and Software”

for a link to this software.

If you cannot resolve your server problems, refer to

“Getting Help”

for assistance.

System Boot Quiet Time

The power-on self test (POST) process includes a quiet time, during which the system

may appear hang. This may last as long as 40 seconds. Do not power off or reboot the

system during this time. The POST LEDs will indicate activity. They may alternate

blinking between amber and green. When the quiet time completes, the status LED will

change to solid green.

Resetting the System

Before going through in-depth troubleshooting, first attempt to reset your system using

one of the following methods:

To do this:

Press:

Soft boot reset to clear the system memory and reload the operating

system.

<Ctrl+Alt+Del>

Clear system memory, restart POST, and reload the operating system.

Reset button

Cold boot reset. Turn the system power off and then on. This clears

system memory, restarts POST, reloads the operating system, and halts

power to all peripherals.

Power off/on