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HP Proliant Dl360 Generation 5 Server User Guide

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    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 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  
    						
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