HP ProLiant Servers Troubleshooting Service Guide.pdf
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HP ProLiant Servers
Troubleshooting Guide
Part Number 375445-006
September 2007 (Sixth Edition)
© Copyright 2004, 2007 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express
warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP
shall not be liable for technical or editorial errors or omissions contained herein.
Microsoft, Windows, and Windows NT are U.S. registered trademarks of Microsoft Corporation.
Intel is a trademark or registered trademark of Intel Corporation or its subsidiaries in the United States and other countries.
AMD is a trademark of Advanced Micro devices, Inc.
UNIX is a registered trademark of The Open Group.
Audience assumptions
This document is for the person who installs, administers, and troubleshoots servers and storage systems.
HP assumes you are qualified in the servicing of computer equipment and trained in recognizing hazards
in products with hazardous energy levels.
For HP ProLiant 100 Series Server troubleshooting information, see the respective server user guides.
Contents
Introduction ................................................................................................................................ 11
What's new............................................................................................................................................ 11
Revision history ....................................................................................................................................... 11
375445-xx5 (June 2006) ............................................................................................................... 11
375445-xx4 (May 2006)............................................................................................................... 11
375445-xx3 (September 2005) ...................................................................................................... 12
Getting started............................................................................................................................ 13
HP ProLiant 100 Series Server troubleshooting information ........................................................................... 13
How to use this guide .............................................................................................................................. 13
Pre-diagnostic steps ................................................................................................................................. 14
Important safety information............................................................................................................ 14
Symptom information ..................................................................................................................... 17
Prepare the server for diagnosis ...................................................................................................... 17
Common problem resolution ........................................................................................................ 19
Loose connections ................................................................................................................................... 19
Service notifications................................................................................................................................. 19
Firmware updates.................................................................................................................................... 19
DIMM handling guidelines ....................................................................................................................... 20
Hard drive guidelines .............................................................................................................................. 20
SAS and SATA hard drive guidelines ............................................................................................... 20
SCSI hard drive guidelines ............................................................................................................. 20
Hard drive LED combinations.................................................................................................................... 21
Hot-plug SCSI hard drive LED combinations ...................................................................................... 21
SAS and SATA hard drive LED combinations..................................................................................... 21
Diagnostic flowcharts .................................................................................................................. 23
Troubleshooting flowcharts ....................................................................................................................... 23
Troubleshooting flowchart reference websites ....................................................................................23
Start diagnosis flowchart ................................................................................................................ 25
General diagnosis flowchart ........................................................................................................... 25
Power-on problems flowchart .......................................................................................................... 27
POST problems flowchart ............................................................................................................... 31
Operating system boot problems flowchart ....................................................................................... 33
Server fault indications flowchart ..................................................................................................... 34
Hardware problems .................................................................................................................... 38
Procedures for all ProLiant servers.............................................................................................................. 38
Power problems ...................................................................................................................................... 38
Power source problems .................................................................................................................. 38
Power supply problems .................................................................................................................. 38
UPS problems ............................................................................................................................... 38
General hardware problems..................................................................................................................... 39
Problems with new hardware .......................................................................................................... 39
Unknown problem ......................................................................................................................... 40
Third-party device problems ............................................................................................................ 41
Contents 3
Internal system problems .......................................................................................................................... 42
CD-ROM and DVD drive problems...................................................................................................42
Diskette drive problems .................................................................................................................. 42
Tape drive problems ...................................................................................................................... 43
Hard drive problems ...................................................................................................................... 45
Fan problems ................................................................................................................................ 47
Memory problems ......................................................................................................................... 48
PPM problems ............................................................................................................................... 49
Processor problems........................................................................................................................ 50
System open circuits and short circuits........................................................................................................ 50
External device problems.......................................................................................................................... 51
Video problems............................................................................................................................. 51
Mouse and keyboard problems ....................................................................................................... 52
Audio problems............................................................................................................................. 53
Printer problems ............................................................................................................................ 53
Local I/O cable problems............................................................................................................... 53
Modem problems .......................................................................................................................... 53
Network controller problems ........................................................................................................... 55
Software problems ...................................................................................................................... 57
Operating system problems and resolutions ................................................................................................ 57
Operating system problems ............................................................................................................ 57
Operating system updates .............................................................................................................. 58
Restoring to a backed-up version ..................................................................................................... 59
When to Reconfigure or Reload Software ......................................................................................... 59
Linux operating systems .................................................................................................................. 60
Application software problems.................................................................................................................. 60
Software locks up .......................................................................................................................... 60
Errors occur after a software setting is changed................................................................................. 60
Errors occur after the system software is changed .............................................................................. 60
Errors occur after an application is installed ...................................................................................... 60
Remote ROM flash problems..................................................................................................................... 61
General remote ROM flash problems are occurring ........................................................................... 61
Command-line syntax error ............................................................................................................. 61
Access denied on target computer ................................................................................................... 61
Invalid or incorrect command-line parameters....................................................................................61
Network connection fails on remote communication ........................................................................... 61
Failure occurs during ROM flash...................................................................................................... 62
Target system is not supported......................................................................................................... 62
Software tools and solutions......................................................................................................... 63
Configuration tools .................................................................................................................................. 63
SmartStart software........................................................................................................................ 63
HP ROM-Based Setup Utility............................................................................................................ 64
Array Configuration Utility .............................................................................................................. 66
Option ROM Configuration for Arrays .............................................................................................66
HP ProLiant Essentials Rapid Deployment Pack .................................................................................. 67
Re-entering the server serial number and product ID ........................................................................... 67
Management tools................................................................................................................................... 67
Automatic Server Recovery ............................................................................................................. 67
ROMPaq utility.............................................................................................................................. 68
Remote Insight Lights-Out Edition II ................................................................................................... 68
Integrated Lights-Out technology ...................................................................................................... 68
Erase Utility .................................................................................................................................. 68
Contents 4
StorageWorks library and tape tools................................................................................................ 69
HP Systems Insight Manager ........................................................................................................... 69
Management Agents...................................................................................................................... 69
HP ProLiant Essentials Virtualization Management Software ................................................................ 69
HP ProLiant Essentials Vulnerability and Patch Management Pack ........................................................ 70
HP ProLiant Essentials Server Migration Pack - Physical to ProLiant Edition............................................. 70
HP ProLiant Essentials Performance Management Pack ....................................................................... 70
HP Insight Control Environment Suites............................................................................................... 71
HP Insight Control Linux Edition ....................................................................................................... 71
System Management homepage......................................................................................................72
Redundant ROM support ................................................................................................................ 72
USB support.................................................................................................................................. 72
Clustering software ........................................................................................................................ 72
Diagnostic tools ...................................................................................................................................... 73
HP Insight Diagnostics .................................................................................................................... 73
HP Insight Diagnostics survey functionality ........................................................................................ 73
Integrated Management Log ........................................................................................................... 74
Array Diagnostic Utility .................................................................................................................. 74
Remote support and analysis tools ............................................................................................................. 74
HP Instant Support Enterprise Edition................................................................................................ 74
Web-Based Enterprise Service......................................................................................................... 75
Open Services Event Manager ........................................................................................................ 75
Keeping the system current ....................................................................................................................... 75
Drivers ......................................................................................................................................... 75
ProLiant Support Packs ................................................................................................................... 75
Version control .............................................................................................................................. 76
Operating system version support .................................................................................................... 76
HP Smart Update Manager............................................................................................................. 76
System Online ROM flash component utility ...................................................................................... 76
Subscriber's choice........................................................................................................................ 77
Care Pack .................................................................................................................................... 77
Firmware maintenance............................................................................................................................. 77
Types of ROM............................................................................................................................... 77
Verifying firmware versions............................................................................................................. 79
Updating firmware ........................................................................................................................ 79
Unsupported processor stepping with Intel® processors ...................................................................... 81
Unsupported processor stepping with AMD processors....................................................................... 82
HP resources for troubleshooting................................................................................................... 83
Online resources ..................................................................................................................................... 83
HP Technical Support website ......................................................................................................... 83
Server documentation .................................................................................................................... 83
White papers................................................................................................................................ 83
Service notifications ....................................................................................................................... 83
Subscriber's choice........................................................................................................................ 83
Care Pack .................................................................................................................................... 84
Product information resources ................................................................................................................... 84
Additional product information........................................................................................................ 84
Registering the server ..................................................................................................................... 84
Overview of server features and installation instructions...................................................................... 84
Key features, option part numbers ................................................................................................... 84
Server and option specifications, symbols, installation warnings, and notices ........................................ 84
Teardown procedures, part numbers, specifications ........................................................................... 84
Technical topics............................................................................................................................. 85
Contents 5
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