Dell Sas 6ir Manual

							Troubleshooting49
Troubleshooting
To get help with problems with your Dell™ Serial-Attached SCSI (SAS) 6/iR 
controller, you can Contact Dell or access the Dell Support website at 
support.dell.com.
BIOS Boot Order
If you intend to boot to the controller, ensure it is set appropriately in the 
systems BIOS boot order. See your system documentation for more 
information.
General Problems
 NOTE: For additional troubleshooting information, see the SAS RAID Storage 
Manager User’s Guide and the OpenManage Storage Services User’s Guide.
Table 7-1. General Problems
Problem Suggested Solution
No Physical Disks 
Found message appears 
during a CD installation of a 
Windows operating system.The message appears due to one of the following 
reasons:
 The driver is not supported on the operating system. 
(applicable to Windows 2003 and Windows XP 
operating systems only)
 The controller BIOS is disabled.
 Physical disks are not connected or seated properly.
The corresponding solutions to the three causes of the 
message are:
 Press  to install the Device Driver 
during installation.
 Enter the BIOS Configuration Utility to enable 
the BIOS. See SAS 6/iR BIOS on page 35.
 Verify if the physical disks are connected or 
seated properly.
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							50Troubleshooting
Physical Disk Related Issues
Table 7-2. Physical Disk Issues
Problem Suggested Solution
The system does 
not boot from 
the SAS 6/iR 
controller.Ensure that the boot disk is attached to the controller at the lowest 
ID and check the controller and the physical disk boot order in the 
system BIOS.
NOTE: See your system documentation for information about boot 
device selection.
Physical disk is 
not enumerated 
during POST.
 Go to the Configuration Utility and ensure that the physical disk 
is not enumerated in the SAS topology.
 Verify the cable connection.
 Reseat the physical disk.
 Check and reseat the cable.
One of the 
physical disks in 
the array shows 
the status as 
Failed. Check the SAS cables.
 Reseat the physical disk.
 Check the enclosure or the backplane for damage.
 Contact Dell if the problem persists.
Integrated 
Mirroring (IM) 
virtual disk does 
not rebuild. Enter the Configuration Utility and ensure the physical disk is 
enumerated in the SAS topology.
 Ensure the new disk is of the same drive type as the other disk in 
the virtual disk (SAS/SATA).
 Ensure the new disk is of equal or greater capacity as the other 
disk in the virtual disk.
 Ensure the new disk is not detected as an inactive virtual disk 
under the RAID Properties menu. Delete the newly inserted 
inactive disk.
 Ensure the inserted disk has the same ID as the disk it is 
replacing. Assign the correct ID to the disk or use the 
Manage 
Secondary Disk 
feature in the Manage Array menu.
 Ensure the new disk is a Dell supported SAS or SATA disk.
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							Troubleshooting51
Configuration Utility Error Messages
 NOTE: These error messages are displayed inside the Configuration Utility. 
Restart your system and retry if you encounter any of these.
 
NOTE: If the error message continues to be displayed even after following the 
steps mentioned in Table 7-3 for the resolution of the error, contact Dell Support for 
advanced troubleshooting. For information on how to contact Dell Technical 
Support, see Getting Help on page 57.
Table 7-3. Configuration Utility Error Messages
Message Meaning and Suggested Solution
An error occurred while 
reading non-volatile 
settings.An error reading any one of a number of settings 
from the firmware. Reseat the controller and 
reboot. 
An error occurred while 
reading current 
controller settings.Controller setup and initialization has failed. 
Reboot the system.
Advanced Device 
Properties settings not 
found.Failed to read vital configuration page from 
firmware. Reflash the firmware and reboot.
Error obtaining PHY 
properties configuration 
information.Failed to read vital configuration page from 
firmware.Reflash the firmware and reboot.
Configuration Utility 
Options Image 
checksum error.Failed to properly read Configuration Utility 
options from flash. Restart and retry. If the issue 
persists, reflash the firmware on the controller.
Cant load default 
Configuration Utility 
options.Failed to allocate memory for Configuration 
Utility options structure.
An error occurred while 
writing non-volatile 
settings.An error occurred while writing one or more 
settings to the firmware.
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							52Troubleshooting
BIOS Error Messages
Table 7-4. BIOS Error Messages
Message Meaning
Press  to 
Enable BIOSWhen the BIOS is disabled, you are given the option 
to enable it by entering the configuration utility. You 
can change the setting to Enabled in the 
configuration utility.
Adapter at Baseport 
xxxx is not 
responding where xxxx 
is the baseport of 
the controllerIf the controller does not respond for any reason but 
is detected by the BIOS, it displays this warning and 
continues. Shut down the system and try to reseat 
the controller. If this message appears again, Contact 
Dell.
Following SAS targets 
are not responding...When the BIOS determines that previously 
configured physical disks are not connected to the 
controller, the BIOS displays this warning and 
continues to boot. The system continues to boot. See 
Physical Disk Related Issues on page 50 for 
troubleshooting tips.
Adapter configuration 
may have changed, 
reconfiguration is 
recommended!
Press CTRL-C to run 
Dell SAS 6 
Configuration 
Utility…Start the Configuration Utility and confirm the 
configuration of the SAS 6/iR controller.
Initializing...Displays while the BIOS is waiting to initialize.
SAS discovery errorIndicates that there was a discovery error reported by 
the firmware and may be accompanied by more such 
messages. Enter the Configuration Utility to 
investigate.
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							Troubleshooting53
Integrated RAID 
exception detected:The BIOS detected an exception with one or more 
RAID virtual disk. For additional troubleshooting 
information, see the error message Volume 
(xx:yy:zzz) is currently in state 
“STATE”.
Volume (xx:yy:zzz) is 
currently in state 
“STATE”Lists the current state of the specified virtual disk 
when it is not optimal. The state may include:
 INACTIVE: The virtual disk is inactive, possibly 
foreign, or could be in any one of the states 
mentioned below.
 DEGRADED: The virtual disk is in a degraded state 
and has lost redundancy.
 RESYNCING: The virtual disk is degraded and 
currently rebuilding.
 FAILED: The virtual disk has an error and is in a 
failed state.
 MISSING: The virtual disk is no longer present 
though a record of it remains.
Device not available Device may not be ready at this time. The device will 
be retried. If the problem persists, restart your 
system.
Spinning up the 
device!The device currently being scanned is being spun up.
ERROR! Device is not 
responding to Read 
CapacityThe device did not respond to a read capacity 
command. Contact Dell.
Failed to add device, 
too many devices!Could not allocate resources for additional devices.
ERROR! Adapter 
Malfunctioning!The adapter did not initialize properly. There may be 
a problem with the adapter configuration. Reload the 
BIOS configuration. Invoke the configuration utility 
again and see if the issue persists.
MPT firmware faultThe LSI Logic MPT firmware faulted. Contact Dell. Table 7-4. BIOS Error Messages (continued)
Message Meaning
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							54Troubleshooting
Adapter removed from 
boot order!An controller that was previously in the boot order 
was not found. It has either been removed from the 
system or moved to a different slot.
Updating Adapter 
List!A new adapter was found for which there is no record. 
A record will be created for it.
Adapter(s) disabled 
by userAn adapter was found, but it has been disabled in the 
Configuration Utility and will not be used by the 
BIOS.
Adapter configuration 
may have changed, 
reconfiguration is 
suggested!A controller has been moved or reinstalled in the 
system. Add it to the boot order using the available 
resources.
Memory allocation 
failedThe controller could not allocate enough memory to 
load the Configuration Utility, its strings file, or its 
options file. Reboot the system.
Invalid or corrupt 
imageOne of the images for the Configuration Utility, its 
strings file, or its options file is corrupt. Reload the 
BIOS. Reflash the firmware.
Image upload failedCould not upload the image for the Configuration 
Utility, its strings file, or its options file. Reload the 
BIOS.Reflash the firmware.
Image not foundCould not locate the image for the Configuration 
Utility, its strings file, or its options file.
Unable to load LSI 
Configuration UtilityCould not load the Configuration Utility. This error 
usually follows one of the four previous messages.
Unable to load LSI 
Logic Corp MPT BIOS
MRT BIOS Fault 02h 
encountered at 
adapter PCI (XXh, 
XXh,XXh)
Fusion-MPT Firmware 
fault code 0706hThe controller was downgraded from the current 
firmware revision to an earlier revision which cannot 
support the current configuration information and 
cannot be initialized. Contact Dell support for 
assistance. Table 7-4. BIOS Error Messages (continued)
Message Meaning
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							Updating the Firmware55
Updating the Firmware
Updating the Dell™ Serial-Attached SCSI (SAS) 6/iR controller firmware is 
achieved by flashing the firmware. The firmware can be flashed while the 
controller is in use. The system must be restarted for the changes to the 
firmware to take effect. If there is a failure while flashing the firmware (such 
as a power outage) the controller reverts back to the earlier version of the 
firmware.
 NOTE: If you flash the firmware while using the controller, you may notice 
temporary degradation in the controllers performance.
Firmware Update Utility 
Firmware update utility can be run from a variety of operating systems. 
Firmware flash is automated and no user intervention is required. You can 
obtain firmware flash utility from the Dell™ PowerEdge™ Service and 
Diagnostic Utilities media that shipped with your system.
Running the firmware update utility from the operating system is not 
supported on Dell workstations. You have to perform a manual update. In the 
event of new firmware release, check the Dell Support website at 
support.dell.com for the latest firmware updates and the firmware 
update procedure.
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							56Updating the Firmware
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							Getting Help57
Getting Help
Obtaining Assistance
 CAUTION: If you need to remove the computer cover, first disconnect the 
computer power and modem cables from all electrical outlets.
If you need assistance with a technical problem, perform the following steps:
1
Complete the procedures in the section Troubleshooting Your System of 
your system’s 
Hardware Owner’s Manual.
2Run the system diagnostics and record any information provided. 
3Use Dells extensive suite of online services available at Dell Support at 
support.dell.com for help with installation and troubleshooting 
procedures.
For more information, see Online Services on page 58.
4If the preceding steps have not resolved the problem, call Dell for technical 
assistance.
 NOTE: Call the support service from a phone near or at the system so that the 
support staff can assist you with any necessary procedures.
 
NOTE: Dell’s Express Service Code system may not be available in all countries.
When prompted by Dells automated telephone system, enter your Express 
Service Code to route the call directly to the proper support personnel. If you do 
not have an Express Service Code, open the 
Dell Accessories folder, 
double-click the 
Express Service Code icon, and follow the directions.
For instructions on using the technical support service, see Dell Enterprise 
Training on page 59 and Before You Call on page 60.
 NOTE: Some of the following services are not always available in all locations 
outside the continental U.S. Call your local Dell representative for information 
on availability.
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							58Getting Help
Technical Support and Customer Service
Dells support service is available to answer your questions about Dell™ 
hardware. Our support staff use computer-based diagnostics to provide fast, 
accurate answers. 
To contact Dells support service, see Before You Call on page 60, and then see 
the contact information for your region or go to 
support.dell.com.
Online Services
You can access Dell Support at support.dell.com. Select your region on the 
WELCOME TO DELL SUPPORT page, and fill in the requested details to 
access help tools and information.
You can learn about Dell products and services on the following websites:
www.dell.com
www.dell.com/ap 
(Asian/Pacific countries only)
www.dell.com/jp (Japan only)
www.euro.dell.com (Europe only)
www.dell.com/la (Latin American and Caribbean countries)
www.dell.ca (Canada only)
You can access Dell Support through the following websites and e-mail 
addresses:
 Dell Support websites
support.dell.com
support.jp.dell.com
 (Japan only)
support.euro.dell.com (Europe only)
 Dell Support e-mail addresses
[email protected]
[email protected] 
[email protected] (Latin America and Caribbean countries only)
[email protected]
 (Asian/Pacific countries only)
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