HP Proliant Dl360 Generation 5 Server User Guide

							
 
Troubleshooting 81 
   WARNING:  To reduce the risk of personal injury or damage to the equipment, be sure 
that:  
•   The leveling feet are extended to the floor.  
•   The full weight of the rack rests on the leveling feet.  
•   The stabilizing feet are attached to the ra ck if it is a single-rack installation.  
•   The racks are coupled together in  multiple-rack installations.  
•   Only one component is extended at a time.  A rack may become unstable if more than 
one component is extended for any reason.  
 
  WARNING:  To reduce the risk of elec tric shock or damage to the equipment: 
•   Do not disable the power cord grounding pl ug. The grounding plug is an important 
safety feature. 
•   Plug the power cord into a grounded (ear thed) electrical outlet that is easily 
accessible at all times. 
•   Unplug the power cord from the power supply  to disconnect power to the equipment. 
•   Do not route the power cord where it can be walked on or pinched by items placed 
against it. Pay particular attention to the pl ug, electrical outlet, and the point where 
the cord extends from the server.  
 
  
  
12.47 - 16.78 kg 
27.50 - 37.00 lb  WARNING:
  To reduce the risk of personal  injury or damage to the equipment: 
•   Observe local occupation health and safe ty requirements and guidelines for 
manual handling. 
•   Obtain adequate assistance to lift and st abilize the chassis during installation or 
removal. 
•   The server is unstable when not fastened to the rails. 
•   When mounting the server in a rack,  remove the power supplies and any other 
removable module to reduce the overall weight of the product. 
 
 
   CAUTION:   To properly ventilate the system, you must provide at least 7.6 cm (3.0 in) of clearance at the 
front and back of the server. 
 
   CAUTION:   The server is designed to be electrically ground ed (earthed). To ensure proper operation, plug 
the AC power cord into a properly grounded AC outlet only. 
 
Symptom information 
Before troubleshooting a server problem, collect the following information: 
•  What events preceded the failure? Afte r which steps does the problem occur? 
• What has been changed since the  time the server was working? 
• Did you recently add or remove hardware or soft ware? If so, did you remember to change the 
appropriate settings in the server setup utility, if necessary? 
•  How long has the server exhibited problem symptoms? 
• If the problem occurs randomly, what  is the duration or frequency? 
To answer these questions, the following information may be useful: 
•  Run HP Insight Diagnostics (on page  75) and use the survey page to view the current configuration 
or to compare it to previous configurations. 
•  Refer to your hardware and software records for information. 
• Refer to server LEDs and their statuses.   
						

							
 
Troubleshooting 82 
Prepare the server for diagnosis 
1.  Be sure the server is in the proper operating  environment with adequate power, air conditioning, 
and humidity control. Refer to the server docu mentation for required environmental conditions. 
2. Record any error messages  displayed by the system. 
3. Remove all diskettes and CDs from the media drives. 
4. Power down the server and peripheral devices if yo u will be diagnosing the server offline. Always 
perform an orderly shutdown, if  possible. This means you must: 
a. Exit any applications. 
b. Exit the operating system. 
c. Power down the server (on page  18). 
5. Disconnect any peripheral devices  not required for testing (any devices not necessary to power up 
the server). Do not disconnect the printer if  you want to use it to print error messages. 
6. Collect all tools and utilities, such as a Torx sc rewdriver, loopback adapters, ESD wrist strap, and 
software utilities, necessary to troubleshoot the problem.  
•  You must have the appropriate Health Drivers an d Management Agents installed on the server.  
  NOTE:   To verify the server config uration, connect to the System  Management homepage and select 
Version Control Agent . The VCA gives you a list of names and versions of all installed HP drivers, 
Management Agents, and utilities, and whether they are up to date. 
•  HP recommends you have access to the SmartSta rt CD for value-added software and drivers 
required during the troubleshooting process.  
•  HP recommends you have access to  the server documentation for server-specific information.  
Loose connections 
Action: 
• Be sure all power cords  are securely connected. 
• Be sure all cables are properly aligned and se curely connected for all external and internal 
components. 
•  Remove and check all data and power cables for dam age. Be sure no cables have bent pins or 
damaged connectors. 
•  If a fixed cable tray is available for the server, be  sure the cords and cables connected to the server 
are correctly routed through the tray. 
•  Be sure each device  is properly seated. 
• If a device has latches, be sure th ey are completely closed and locked. 
• Check any interlock or interconnect LEDs that ma y indicate a component is not connected properly. 
• If problems continue to occur,  remove and reinstall each device,  checking the connectors and sockets 
for bent pins or other damage. 
 
Service notifications 
To view the latest service notifica tions, refer to the HP website (http://www.hp.com/go/bizsupport). 
Select the appropriate server model, and then click the  Troubleshoot a Problem link on the product 
page. 
  
						

							
 
Troubleshooting 83 
Troubleshooting flowcharts 
To effectively troubleshoot a problem,  HP recommends that you start with the first flowchart in this section, 
Start diagnosis flowchart (on page  83), and follow the appropriate diagnostic path. If the other 
flowcharts do not provide a troubleshooting solution,  follow the diagnostic steps in General diagnosis 
flowchart (on page  84). The General diagnosis flowchart is a ge neric troubleshooting process to be used 
when the problem is not server-specific or is no t easily categorized into the other flowcharts.  
The available flowcharts include: 
•  Start diagnosis flowchart (on page  83) 
• General diagnosis flowchart (on page  84) 
• Server power-on proble ms flowchart (on page 86) 
• POST problems flowchart (on page  89) 
• OS boot problems flowchart (on page  90) 
• Server fault indications flowchart (on page  92)  
Start diagnosis flowchart 
Use the following flowchart to start the diagnostic process.      
Item Refer to 
1  General diagnosis flowchart (on page  84) 
2  Power-on problems flowchart (
Server power-on problems flowchart  on 
page  86) 
3  POST problems flowchart (on page  89) 
4  OS boot problems flowchart (on page  90) 
5  Server fault indications flowchart (on page  92)   
						

							
 
Troubleshooting 84 
  
General diagnosis flowchart 
The General diagnosis flowchart provid es a generic approach to troubleshooting. If you are unsure of the 
problem, or if the other flowcharts do not  fix the problem, use the following flowchart. 
    
Item Refer to 
1  Symptom information (on page  81) 
2  Loose connections (on page  82) 
3  Service notifications (on page  82)  
						

							
 
Troubleshooting 85 
Item Refer to 
4 
The most recent version of a particu
lar server or option firmware is 
available on the following websites: 
•   HP Support website ( http://www.hp.com/support
) 
•   HP ROM-BIOS/Firmware Updates website 
(http://h18023.www1.hp.com/support/files/server/us/romflash.ht
ml) 
5  General memory problems are occurring in the 
HP ProLiant Servers 
Troubleshooting Guide  located on the Documentation CD or on the HP 
website ( http://www.hp.com/support
) 
6  Server maintenance and service guide, located on the Documentation 
CD or the HP website (
http://www.hp.com/produ cts/servers/platforms
) 
7 •
  Server maintenance and service guide, located on the 
Documentation CD or the HP website 
(http://www.hp.com/produ cts/servers/platforms
) 
•   Hardware problems in the  HP ProLiant Servers Troubleshooting 
Guide  located on the Documentation CD or on the HP website 
( http://www.hp.com/support
) 
8  •
  Server information you need in the  HP ProLiant Servers 
Troubleshooting Guide  located on the Documentation CD or on the 
HP website ( http://www.hp.com/support
) 
•   Operating system inform ation you need in the HP ProLiant Servers 
Troubleshooting Guide  located on the Documentation CD or on the 
HP website ( http://www.hp.com/support
) 
9  HP contact information (on page  105)      
						

							
 
Troubleshooting 86 
  
Server power-on problems flowchart 
Symptoms: 
•  The server does not power on. 
• The system power LED is off or amber. 
• The external health LED is red or amber.  
						

							
 
Troubleshooting 87 
•
 
The internal health LED is red or amber. 
   NOTE:   For the location of server LEDs and information on  their statuses, refer to the server documentation. 
Possible causes: 
•  Improperly seated or faulty power supply 
• Loose or faulty power cord 
• Power source problem 
• Power on circuit problem 
• Improperly seated component or interlock problem 
• Faulty internal component     
Item Refer to 
1  Component identification (on page  7) 
2  HP Insight Diagnostics (on page 
75) or in the  HP ProLiant Servers 
Troubleshooting Guide  located on the Documentation CD or on the HP 
website ( http://www.hp.com/support
) 
3  Loose connections (on page  82)  
4  Server maintenance and service guide, located on the Documentation 
CD, or the HP website (
http://www.hp.com/produ cts/servers/platforms
) 
5 Integrated Management Log or in the 
HP ProLiant Servers 
Troubleshooting Guide  located on the Documentation CD or on the HP 
website ( http://www.hp.com/support
) 
6  Power source problems in the 
HP ProLiant Servers Troubleshooting 
Guide  located on the Documentation CD or on the HP website 
( http://www.hp.com/support
) 
7  •
  Power supply problems in the  HP ProLiant Servers Troubleshooting 
Guide  located on the Documentation CD or on the HP website 
( http://www.hp.com/support
) 
•   Server maintenance and service guide, located on the 
Documentation CD, or the HP website 
(http://www.hp.com/produ cts/servers/platforms
) 
8 System open circuits an
d short circuits in the HP ProLiant Servers 
Troubleshooting Guide  located on the Documentation CD or on the HP 
website ( http://www.hp.com/support
)   
						

							
 
Troubleshooting 88 
  
						

							
 
Troubleshooting 89 
 
 
POST problems flowchart 
Symptoms: 
•  Server does not  complete POST 
  NOTE:   The server has completed POST when the  system attempts to access the boot device. 
• Server completes POST with errors 
Possible problems: 
•  Improperly seated or faulty internal component 
• Faulty KVM device 
• Faulty video device     
Item Refer to 
1  POST error messages and beep codes  
2  Video problems in the 
HP ProLiant Servers Troubleshooting Guide  
located on the Documentation CD or on the HP website 
( http://www.hp.com/support
) 
3  KVM or iLO 2 documentation 
4  Loose connections (on page  82)  
5  Symptom information (on page  81) 
6  Server maintenance and service guide, located on the Documentation 
CD or the HP website (
http://www.hp.com/produ cts/servers/platforms
) 
7 Port 85 and iLO messages in the 
HP ProLiant Servers Troubleshooting 
Guide  located on the Documentation CD or on the HP website 
( http://www.hp.com/support
) 
8  General memory problems are occurring in the 
HP ProLiant Servers 
Troubleshooting Guide  located on the Documentation CD or on the HP 
website ( http://www.hp.com/support
) 
9  •
  Hardware problems in the  HP ProLiant Servers Troubleshooting 
Guide  located on the Documentation CD or on the HP website 
( http://www.hp.com/support
) 
•   Server maintenance and service guide, located on the 
Documentation CD or the HP website 
(http://www.hp.com/produ cts/servers/platforms
) 
10 •
  Server information you need in the  HP ProLiant Servers 
Troubleshooting Guide  located on the Documentation CD or on the 
HP website ( http://www.hp.com/support
) 
•   Operating system inform ation you need in the HP ProLiant Servers 
Troubleshooting Guide  located on the Documentation CD or on the 
HP website ( http://www.hp.com/support
) 
    
						

							
 
Troubleshooting 90 
  
OS boot problems flowchart 
Symptoms: 
•  Server does not boot a previously installed operating system 
• Server does not boot SmartStart 
Possible causes: 
•  Corrupted operating system 
• Hard drive subsystem problem 
• Incorrect boot order setting in RBSU