HP Cloudline CL2200 G10, Cloudline CL2100 G10 Troubleshooting Manual

HPE Cloudline CL2100 / CL2200 Gen10

Abstract

This document is for the person who installs, administers, services, and troubleshoots servers. This guide describes identification and
maintenance procedures, and specifications and requirements for hardware components and software. Hewlett Packard Enterprise
assumes you are qualified in the servicing of computer equipment, trained in recognizing hazards in products, and are familiar with weight
and stability precautions.

Server

Troubleshooting Guide

Part Number: P04906-001a
December 2017
Edition: 1

© Copyright 2017 Hewlett Packard Enterprise Development LP
The information contained herein is subject to change without notice. The only warranties for Hewlett Packard Enterprise 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. Hewlett Packard Enterprise shall not be liable for technical or editorial errors or omissions contained herein.

Links to third-party websites take you outside the Hewlett Packard Enterprise website. Hewlett Packard Enterprise has no control over and is not
responsible for information outside the Hewlett Packard Enterprise website.

Microsoft®, Windows®, and Windows Server® are either registered trademarks or trademarks of Microsoft Corporation in the United States
and/or other countries. Intel® and Xeon® are trademarks of Intel Corporation in the U.S. and other countries.

Chapter 1 BIOS POST / Beep Code

1-1 BIOS POST Code

PEI_CORE_STARTED

0x10

PEI_CAR_CPU_INIT

0x11

// reserved for CPU 0x12 - 0x14

PEI_CAR_NB_INIT

0x15

// reserved for NB 0x16 - 0x18

PEI_CAR_SB_INIT

0x19

// reserved for SB 0x1A - 0x1C

PEI_MEMORY_SPD_READ

0x1D

PEI_MEMORY_PRESENCE_DETECT

0x1E

PEI_MEMORY_TIMING

0x1F

PEI_MEMORY_CONFIGURING

0x20

PEI_MEMORY_INIT

0x21

// reserved for OEM use: 0x22 - 0x2F

// reserved for AML use: 0x30

PEI_MEMORY_INSTALLED

0x31

PEI_CPU_INIT

0x32

PEI_CPU_CACHE_INIT

0x33

PEI_CPU_BSP_SELECT

0x34

PEI_CPU_AP_INIT

0x35

PEI_CPU_SMM_INIT

0x36

PEI_MEM_NB_INIT

0x37

// reserved for NB 0x38 - 0x3A

PEI_MEM_SB_INIT

0x3B

// reserved for SB 0x3C - 0x3E

// reserved for OEM use: 0x3F - 0x4E

PEI_DXE_IPL_STARTED

0x4F

//Recovery

PEI_RECOVERY_AUTO

0xF0

PEI_RECOVERY_USER

0xF1

PEI_RECOVERY_STARTED

0xF2

PEI_RECOVERY_CAPSULE_FOUND

0xF3

PEI_RECOVERY_CAPSULE_LOADED

0xF4

//S3

PEI_S3_STARTED

0xE0

PEI_S3_BOOT_SCRIPT

0xE1

PEI_S3_VIDEO_REPOST

0xE2

PEI_S3_OS_WAKE

0xE3

//DXE_STATUS_CODE

DXE_CORE_STARTED

0x60

DXE_NVRAM_INIT

0x61

DXE_SBRUN_INIT

0x62

DXE_CPU_INIT

0x63

//reserved for CPU 0x64 - 0x67

DXE_NB_HB_INIT

0x68

DXE_NB_INIT

0x69

DXE_NB_SMM_INIT

0x6A

//reserved for NB 0x6B - 0x6F

DXE_SB_INIT

0x70

DXE_SB_SMM_INIT

0x71

DXE_SB_DEVICES_INIT

0x72

//reserved for SB 0x73 - 0x77

DXE_ACPI_INIT

0x78

DXE_CSM_INIT

0x79

//reserved for AMI use: 0x7A - 0x7F

//reserved for OEM use: 0x80 - 0x8F

DXE_BDS_STARTED

0x90

DXE_BDS_CONNECT_DRIVERS

0x91

DXE_PCI_BUS_BEGIN

0x92

DXE_PCI_BUS_HPC_INIT

0x93

DXE_PCI_BUS_ENUM

0x94

DXE_PCI_BUS_REQUEST_RESOURCES

0x95

DXE_PCI_BUS_ASSIGN_RESOURCES

0x96

DXE_CON_OUT_CONNECT

0x97

DXE_CON_IN_CONNECT

0x98

DXE_SIO_INIT

0x99

DXE_USB_BEGIN

0x9A

DXE_USB_RESET

0x9B

DXE_USB_DETECT

0x9C

DXE_USB_ENABLE

0x9D

//reserved for AMI use: 0x9E - 0x9F

//reserved for AML use: 0xA0

DXE_IDE_BEGIN

0xA1

DXE_IDE_RESET

0xA2

DXE_IDE_DETECT

0xA3

DXE_IDE_ENABLE

0xA4

DXE_SCSI_BEGIN

0xA5

DXE_SCSI_RESET

0xA6

DXE_SCSI_DETECT

0xA7

DXE_SCSI_ENABLE

0xA8

DXE_SETUP_VERIFYING_PASSWORD

0xA9

//reserved for AML use: 0xAA

DXE_SETUP_START

0xAB

DXE_SETUP_INPUT_WAIT

0xAC

DXE_READY_TO_BOOT

0xAD

DXE_LEGACY_BOOT

0xAE

DXE_EXIT_BOOT_SERVICES

0xAF

RT_SET_VIRTUAL_ADDRESS_MAP_BEGIN

0xB0

RT_SET_VIRTUAL_ADDRESS_MAP_END

0xB1

DXE_LEGACY_OPROM_INIT

0xB2

DXE_RESET_SYSTEM

0xB3

DXE_USB_HOTPLUG

0xB4

DXE_PCI_BUS_HOTPLUG

0xB5

DXE_NVRAM_CLEANUP

0xB6

DXE_CONFIGURATION_RESET

0xB7

//reserved for AMI use: 0xB8 - 0xBF

//reserved for OEM use: 0xC0 - 0xCF

//PEI_STATUS_CODE

//Errors

//Regular boot

PEI_MEMORY_INVALID_TYPE

0x50

PEI_MEMORY_INVALID_SPEED

0x50

PEI_MEMORY_SPD_FAIL

0x51

PEI_MEMORY_INVALID_SIZE

0x52

PEI_MEMORY_MISMATCH

0x52

PEI_MEMORY_NOT_DETECTED

0x53

PEI_MEMORY_NONE_USEFUL

0x53

PEI_MEMORY_ERROR

0x54

PEI_MEMORY_NOT_INSTALLED

0x55

PEI_CPU_INVALID_TYPE

0x56

PEI_CPU_INVALID_SPEED

0x56

PEI_CPU_MISMATCH

0x57

PEI_CPU_SELF_TEST_FAILED

0x58

PEI_CPU_CACHE_ERROR

0x58

PEI_CPU_MICROCODE_UPDATE_FAILED

0x59

PEI_CPU_NO_MICROCODE

0x59

PEI_CPU_INTERNAL_ERROR

0x5A

PEI_CPU_ERROR

0x5A

PEI_RESET_NOT_AVAILABLE

x5B

//reserved for AMI use: 0x5C - 0x5F

//Recovery

PEI_RECOVERY_PPI_NOT_FOUND

0xF8

PEI_RECOVERY_NO_CAPSULE

0xF9

PEI_RECOVERY_INVALID_CAPSULE

0xFA

//reserved for AMI use: 0xFB - 0xFF

//S3 Resume

PEI_MEMORY_S3_RESUME_FAILED

0xE8

PEI_S3_RESUME_PPI_NOT_FOUND

0xE9

PEI_S3_BOOT_SCRIPT_ERROR

0xEA

PEI_S3_OS_WAKE_ERROR

0xEB

//reserved for AMI use: 0xEC - 0xEF

// DXE_STATUS_CODE

DXE_CPU_ERROR

0xD0

DXE_NB_ERROR

0xD1

DXE_SB_ERROR

0xD2

DXE_ARCH_PROTOCOL_NOT_AVAILABLE

0xD3

DXE_PCI_BUS_OUT_OF_RESOURCES

0xD4

DXE_LEGACY_OPROM_NO_SPACE

0xD5

DXE_NO_CON_OUT

0xD6

DXE_NO_CON_IN

0xD7

DXE_INVALID_PASSWORD

0xD8

DXE_BOOT_OPTION_LOAD_ERROR

0xD9

DXE_BOOT_OPTION_FAILED

0xDA

DXE_FLASH_UPDATE_FAILED

0xDB

DXE_RESET_NOT_AVAILABLE

0xDC

//reserved for AMI use: 0xDE - 0xDF

1-2 BIOS POST Beep Code

1-2-1 PEI Beep Codes

# of Beeps

Description

1

Memory not Installed.

1

Memory was installed twice (InstallPeiMemory routine in PEI Core called twice)

2

Recovery started

3

DXEIPL was not found

3

DXE Core Firmware Volume was not found

4

Recovery failed

4

S3 Resume failed

7

Reset PPI is not available

1-2-2 DEX Beep Codes

# of Beeps

Description

1

Invalid password

4

Some of the Architectural Protocols are not available

5

No Console Output Devices are found

5

No Console Input Devices are found

6

Flash update is failed

7

Reset protocol is not available

8

Platform PCI resource requirements cannot be met

Chapter 2 Remote Troubleshooting

2-1 WebUI

2-1-1 To remote manage the server, login into BMC web UI. For first time use, enter the default user name and

password. This can be found on label on the server. After entering the username and password, click on

the “Sign me in” button.

2-1-2 If the password is forgotten, a new one can be generated by clicking on “I forgot my password”.

2-1-3 If the server BMC LAN port (Also called Management LAN port) is not connected DHCP server, a static IP

address will need to be setup. Click on [Network and Sharing Center] item in Control Panel.

2-1-4 Click on [Change adapter settings]

2-1-5 Double click [local area network connection] item.

2-1-6 Click [Properties] item.

2-1-7 Click [Internet Protocol Version 4 (TCP/IPv4) item.

2-1-8 Select [Use the following IP address] and enter a static IP address and subnet mask. This address should

be from the same network and segment as the client PC network setting. (Static IP for example)

2-1-9 Connect an Ethernet cable between the host server BMC LAN port and the client PC LAN port.

CL2100 Gen10 Server:

CL2200 Gen10 Server:

2-1-10 Power on the system, and press [Del] key to enter BIOS Setup Utility. Go to the [Server Mgmt ] tab

and select [BMC network Configuration] item. Press the [Enter] key.

2-1-11 Press the [Enter] key to “configuration address source” and change to [Static] option.

2-1-12 Next, select “Station IP Address” option and enter the IP Address. Next select subnet mask option,

add enter the subset mask address (Static IP example).

2-1-13 After entering the static IP and subnet mask addresses, press the [F10] key, select “Yes” and press the

[Enter] key to save the configuration and exit.

2-1-14 Next, enter the IP address in browser’s web address field. You will see a “There is a problem with this

website’s security certificate” webpage. Click on [Continue to this website (not recommended)].

Afterwards, you will see the IPMI logon webpage. This will allow you to link to the BMC web UI.

2-1-15 Login to the Management Console (BMC web UI). After you successfully login into the Management

Console, the remote management console GUI will appear.

2-1-16 Network Interface Configuration: To change from DHCP to static IP, please click on [Settings] 

[Network Settings]  [Network IP Settings]  Disable IPv4 DHCP  Enter IPv4 Address, IPv4 Subnet and

IPv4 Gateway for static IP address.

2-1-17 Updates: To update the BMC firmware, click on [Maintenance] [Firmware Update] [Select

Firmware Image]  click [Browse] button.

2-1-18 Sensor: To check the server health status, click on [Sensor]. The Sensor Reading webpage will

appear.

2-1-19 To find out the CPU temperature, click on [CPU0_TEMP] or [CPU1_TEMP] to get the current CPU

temperature and Upper Critical CPU temperature

2-1-20 Remote Access: Click on [Remote Control] and click on [Launch KVM].

2-2 Checking for errors

2-2-1 System event log: The system event log records an event when the sensor detects an abnormal state. When

the log matches a predefined alert, the server system will send out a notification. To determine what the

abnormal state is, click on [Logs & Reports]  and select [IPMI Event Log]. Examples of abnormal states

include: CPU upper non-critical, voltage Lower critical, system fan lower critical, etc.

2-2-2 Server Health Status: Use the Dashboard to determine the server health status. If the server is in “good”

health, the “Sensor Monitoring” status bar will report all “sensors are good now!”

2-2-3 To download the event log for analysis, click on [IPMI Event Log] in the menu and then click on the

[Download Event Logs] button.

Chapter 3 Diagnostic Flowchart

3-1 Start diagnostic flowchart

Use the following flowchart to start the diagnostic process.

Start

Diagnosis

Do you want to perform

the Remote Diagnosis?

Does the

Server power on?

Does the

Server complete POST?

Are physical drives not

shown or are errors displayed

during POST?

Are logical drives not shown

or are errors displayed during

POST?

Does the server

boot to the OS

Does the

server have insight

Management Agent fault or

LED fault indication?

Go to

Remote

Diagnosis

Go to Power

On Issues

Go to POST

Issues

Go to

Physical

Drive Issues

Go to

Logical

Drive Issues

Go To OS

Boot Issues

Is the NIC working?

Go to

Server Fault

Indications

Go to NIC

Issues

Go to

General

Diagnosis

Yes

No

Yes

No

Yes

No

No

Yes

No

Yes

No

Yes

Yes

No

No

Yes

3-2 Remote diagnostic flowchart

The Remote diagnosis flowchart provides a generic approach to troubleshooting a server from a remote location.

Use WebUI to

troubleshooting

Does the

condition still

exist?

End

Start Remote

Troubleshooting

Contact Support

Download system

event log file

Yes

No

3-3 Power On issue flowchart

For the location of server LEDs and information on their status, see Chapter 1 System Appearance.

Symptoms

 The server does not power on.
 The system power button LED is off or Blinking Green.

Cause

 Improperly seated or faulty power supply.
 Loose or faulty power cord.
 Power source issue.
 Improperly seated component or interlock issue.

Action

 To troubleshoot the issue, use the following flowcharts:

Start power on issue

Are PSU

installed?

What is the status

of PSUs

What color is the Power

Button LED after press

power button

If the power source

operating properly?

Replace the power

source

Install PSU

Check for loost

power cables.

Install power cable

and PSU again

Check for loose

internal cables

Install internal cables

again

Replace the power

supply

Does the

condition still

exist?

Contact Support with
sufficient information

End

Press Power Button

to let system back to

S0

Is the Power Button LED

blink or solid gree?

Check for VGA cables

Check Monitor with

other system

No

Yes

Off

On

Green

Off

Yes

No

No

Yes

Blink

Solid

3-4 POST issue flowchart

Symptoms

 The server does not complete POST.
 The server completes POST with errors.

Cause

 Improperly populated memory.
 Outdated firmware on adapter options.
 Unsupported adapter.
 Improperly seated or faulty internal component.
 Faulty video device.

Action

 Troubleshoot the issue using the following flowcharts:

Start POST issues

Does the system

have power?

Go to Power

on issues
flowchart

What color is the

system power LED

Is Video displayed

Is Video cabled

Correctly

Has system

attempted to boot an

OS?

Are POST error

messages

displayed?

Did system show

the post code?

Does issue still

exist?

Correct the video

cabling. See the server

user guide.

Go to OS

boot issues

flowchart

Review the post code

on Chapter 2" BIOS
POST/Beep Code”

Check and solve error

message

End

Check IPMI event log

using webUI and

follow instructions.

Does the condition

still exist

End

Check for cable loose connections.

If ReseatIng devices indicated by

system status LEDs and the

condition still exists, replace the

device.

Does the condition

still exist?

Update all device

firmware to the latest

version.

Does the condition

still exist?

Before contacting support, gather

important symptom information for

use in troubleshooting the issue.

Contact Support

Yes

No

No

Yes

Yes

No

Yes Yes

No

Yes

No

No

No

No

No

No

Yes

Off

Solid
green

Yes

Yes

Yes

3-5 Physical drive issue flowchart

Symptoms

 A drive is not available.
 Drive errors are displayed during POST in the logs.

Cause

 The drive is faulty.
 The firmware is outdated.
 The drive does not match other drives in the same configuration.

Action

 Troubleshoot the issue using the following flowcharts:

Start physical

drive issues

Gather Important symptom

information for use in

troubleshooting the issues

Is the drive a

QVL drive?

Install a QVL drive

Does the condition

still exist

Is drive failure

intermittent?

Update drive firmware

Does the condition

still exist

Is the drive

failure permanent?

Replace the drive.

Does the condition

still exist

Does the drive match other

drive in the configuration

Replace the drive with a drive

that is supported by the

configuration.

Does the condition

still exist

Are the drive-related POST

error message being

displayed?

Resolve the issue displayed in

the error message.

Does the condition

still exist

Does the condition

still exist

End

No

No

No

No

No

No

No

No

No

No

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

No

Contact support

3-6 Logical drive issue flowchart

Symptoms

 Logical drive errors are displayed during POST or in one of the logs.
 The logical drives associated with an array controller are not visible during POST.

Cause

 The controller is not in RAID mode.
 The drives or cables are not seated properly.
 The associated physical drives are not available.
 Logical drives are configured.

Action

 Troubleshoot the issue using the following flowcharts:

Start Logical

drive issues

Is the controller

supported by the server?

Are logical drives

identified

Is hardware

RAID required?

Are associated
physical drives

visible?

Configure logical drives

Does the condition

still exist ?

Replace controller

with one supported in

the server.

If the controller is in

HBA mode, enable

RAID mode.

Configure drives

presented

individually via the

HBA

Reseat drives and

controller cables.

Are associated

physical drives now

Go to Physical drive

issues. Configure

logical drives when

physical drives are

available

Does the condition

still exist?

Are too many logical

drives identified?

Does the

configuration require

cache?

End

Resolve too many

logical drives by

updating the

controller firmware

or moving extra

drives to another

controller

Does the condition

still exist?

Reseat, install, or
replace the cache

module.

Does the condition

still exist?

No

Yes

No

Yes

No

Yes

Yes

No

Yes

No

No

Yes

Yes

Yes

Yes

No

No

No

No

No

Yes

Contact Support

3-7 OS boot issue flowchart

Symptoms

 The server does not boot a previously installed OS.

Cause

 Corrupted OS.
 Drive subsystem issue.
 Incorrect setting in BIOS.

Action

 Troubleshoot the issue using the following flowcharts:

Start OS Boot

issues

Has system

attempted to boot

an OS?

Does the

configured boot mode

match the OS installed on

the boot media?

Is

An OS

Installed on the

Intended boot

target?

Check for loose

connections

Does

condition still

exist?

If the controller

will host the
Boot device,

Ensure the

Device is

Configured

And set as

a boot device.

Does

Condition still

exist?

Configure boot

mode properly.

Ensure a valid OS is
installed on intended

boot target.

End

Does

condition still

exist?

Disable optimized

boot.

Is UEFI

Optimized boot

is disabled?

Before contacting

Support gather important

symptom information

For use in

Troubleshooting

the issue.

Contact Support

No

Yes

Yes

No

No

Yes

Yes

Yes

Yes

No

No

No

No

Yes

Yes

3-8 Fault indication flowchart

Symptom

 The server boots, but the System Status LED is amber or Blinking Green.
 The server boots, but a fault event is reported by BMC.

Cause

 Improperly seated or faulty internal or external component.
 Unsupported component installed.
 Redundancy failure.
 System over temperature, over voltage condition, or over lower speed condition of FAN.
 Processor or memory error.
 BMC event log full.

Action

 Troubleshoot the issue using the following flowcharts:

Start Server fault

indications

Select an appropriate

Fault indicator.

IPMI event log

LEDs

Check and solve the problem

by IPMI event log.

Does condition still

exist?

End

No

Blinking Green Blinking Amber Solid Amber Off

CPU disable and

DIMM disable

Non-critical condition,

R-PSU fail (AC LOST),

Event log full, drive fault

Critical condition,

PSU fail, CPU error,

critical memory error

System

STOP(normal) ,

POST error, NMI

Is it System

STOP(normal)?

Contact Support

Yes

No

Yes

3-9 NIC issue flowchart

Symptoms

 The NIC is not working
 One or more ports on the NIC are not working.

Cause

 The firmware or drivers are outdated, mismatched, or faulty.
 The NIC or cable is not seated properly.
 The NIC, the cable, or other hardware is faulty.
 The hardware components are not supported in the same configuration.
 The NIC is not supported on the server.

Action

 NIC issues flowchart (1 of 2)

Start

NIC issues

Gather important symptom

information for use in

troubleshooting the issue

Did the NIC work

previously?

Were any

changes made

recenyly?

What changes

where made?

Reseat the NIC and

verify cabling is

connected properly.

Does condition

still exist?

Verify that the NIC is supported on the

server.

If new hardware was

added to the server

recently. Remove the

hardware

Verify that the firmware

and drivers are correct for

the hardware. Make
updates as required.

Update

firmware/drivers to

the most recent

supported version

Reinstall the previous

firmware or driver version

End

Does condition

still exist?

Does condition

still exist?

Does condition

still exist?

Does condition

still exist?

Does condition

still exist?

Go To NIC

issues p2

Troubleshoot and correct all
issues between the NIC and
switch or VC configuration:

-IP address setting

-Port speeds

-Port negotiation settings

-Switch port disabled

Does condition

still exist?

End

No

Yes

Yes

Yes

No

No

Server config

No

No

No

No

No

Yes

Yes

Yes

Yes

Yes

Network or
NIC config

No

Firmware or

driver updates

Yes

 NIC issues flowchart (2 of 2)

From NIC

Issues

p1

Contact
support

Does the

NIC load in

the OS

Enabled the driver

Does

condition still

exist?

Install/reinstall the

driver

Does

condition still

exist?

Eliminate a

firmware/driver mismatch

Does

condition still

exist?

Install

Firmware/driver update

Does

condition still

exist?

Yes

End

No

No

No

No

Yes

Yes

Yes

Yes

Does the

NIC appear at

POST and are there NIC

POST error Message

Or IPMI event log

Messages?

Reseat the NIC and verify

Cabling is connected properly.

Does

condition still

exist?

Verify that all SFP, Cables, connectors,

are operating properly. Replace

components that are damaged.

Does

condition still

exist?

Verify that no hardware

Compatibility issues exist. Make

necessary changes to

correct issues.

Does

condition still

exist?

No

Yes

Yes

No

Yes

Yes

Replace the NIC.

Does

condition still

exist?

End

Update to a supported NIC

firmware/driver set.

Does

condition still

exist?

Eliminate NIC and VC or switch

port configuration mismatches.

Does

condition still

exist?

Enabled the NIC in the

BIOS.

Does

condition still

exist?

Verify that the server does not

require a BIOS update to see the

NIC

No

No

No

No

No

No

Yes

Yes

Yes

Yes

No

3-10 General diagnosis flowchart

The General diagnosis flowchart provides a generic approach to troubleshooting. If you are unsure of the issue, or if the

other flowcharts do not fix the issue, use the following flowchart.

Start

General Diagnosis

Gather important symptom

information for use in

troubleshooting the issue

Is the system

responding?

Go to POST

issues

flowchart

Reseat any devices that may

have come loose during

shipping and reboot the server.

Is the a newly

installed server?

Has server worked

previously?

Does the

condition still

exist?

Reseat any

components that may

have come loose

dunning shipping and

reboot the server

Restore default
system settings

Does condition

still exist?

Review the IPMI

event log and server

LEDs for errors.

Does condition

still exist?

Is server

receiving power?

Were

options added or was the

configuration changed

recently?

Download the latest

software and firmware

Does the

condition still

exist?

Isolate what wAs changed. Verify it

was installed correctly. Restore server

to the last known working state or

original shipped configuration.

Does the

condition still

exist?

Does the

condition still

exist?

Add one part at a time back to

configuration to isolate faulty component.

Break server down to

minimal configuration

Does the

condition still

exist?

Before contacting support, gather

important symptom information for use in

troubleshooting the issue.

Contact support

End

Go to power

on issue or

POST issues

flowchart

Are POST error

messages displayed?

Go to POST

issues

flowchart

Go to

Server fault

indications

flowchart

No

Yes

No

No

No

No

No

No

No

No

No

No

No

No

Yes

Yes

Yes

Yes

Yes

Yes

Yes

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Yes

Chapter 4 Hardware Issue

4-1 Power issue

4-1-1 Server does not power on

Symptom

 The system does not power on.

Action

 Check with Power On issue flowchart.

4-1-2 Power source issue

Cause

 The server is not powered on.
 Components or cables might not be properly connected or seated.
 The grounded power outlet is not working.
 The power cord is not functional.
 The power strip is not functional.
 The circuit breaker is in the off position.
 The line voltage is insufficient for the load.
 Sufficient power is not allocated to support the server.

Action

 Press the Power button to be sure it is on. If the server has a Power button that returns to its original

position after being pressed, be sure you press the switch firmly.

 Be sure no loose connections exist.
 Plug another device into the grounded power outlet to be sure the outlet works. Also, be sure the power

source meets applicable standards.

 Replace the power cord with a known functional power cord to be sure it is not faulty.
 Replace the power strip with a known functional power strip to be sure it is not faulty.
 Be sure the proper circuit breaker is in the On position.
 Have a qualified electrician check the line voltage to be sure it meets the required specifications.
 Be sure there is sufficient power allocation to support the server.

4-1-3 Power supply issue

Cause

 The power supply might not be fully seated.
 AC power is unavailable.
 The power supply failed.
 The power supply is in standby mode.
 The power supply has exceeded the current limit.
 The power supply is not supported on the server.
 The power is not sufficient for the hardware installed.
 Redundant power supplies are configured but the power supplies are not compatible.

Action

 Be sure no loose connections exist.
 If the power supplies have LEDs, be sure they indicate that each power supply is working properly.

A. If the LEDs indicate an issue with a power supply (red, amber, or off), then check the power source.
B. If the power source is working properly, then replace the power supply.

 Be sure the system has enough power, particularly if you recently added hardware, such as drives.

Remove the newly added component and if the issue is no longer present, then additional power

supplies are required.

 If running a redundant configuration, be sure that all of the power supplies in the system have the same

part number and are supported by the server.

4-2 General hardware issue

4-2-1 New hardware issue

Cause

 Unsupported hardware
 Incomplete population of a memory bank
 Connection of the data cable, but not the power cable, of a new device

Action

 Be sure the hardware being installed is a supported option on the server.
 If necessary, remove unsupported hardware.
 Be sure the issue is not caused by a change to the hardware release. For more information, see the

release notes included with the hardware.

 Be sure the new hardware is installed properly. To be sure all requirements are met, see the device,

server, and OS documentation.

 Be sure no memory, I/O, or interrupt conflicts exist.
 Be sure no loose connections exist.
 Be sure all cables are connected to the correct locations and are the correct lengths.
 Be sure other components were not accidentally unseated during the installation of the new hardware

component.

 Be sure all necessary software updates, such as device drivers, ROM updates, and patches, are

installed and current, and the correct version for the hardware is installed. For example, if you are using

a RAID controller, you need the latest RAID Controller device driver. Uninstall any incorrect drivers

before installing the correct drivers.

 After installing or replacing boards or other options, verify that the system recognizes all changes to the

hardware in the BIOS or in the options setup in UEFI System Utilities. If the new hardware is not

configured properly, you may receive a POST error message indicating a configuration error.

 Be sure all switch settings are set correctly.
 Be sure all boards are properly installed in the server.
 Uninstall the new hardware.

4-2-2 Unknown issue

Action

 Check the server LEDs to see if any statuses indicate the source of the issue.
 Power down and disconnect power to the server. Remove all power sources to the server.
 Be sure no loose connections exist.
 Reduce the server to the minimum hardware configuration by removing all cards or devices that are not

necessary to power on the server. Keep the monitor connected to view the server power-on process.

 Reconnect power, and then power on the system.
 If the video does not work, check if it is video issue.

4-2-3 Third party device issue

Action

 Verify that the server and operating system support the device. For more information, see the server

and operating system documentation.

 Be sure the latest device drivers are installed.
 Be sure the device is properly installed. For more information, see the device documentation.

Testing the device

 Uninstall the device.
 If the server works with the device removed and uninstalled, an issue exists with the device, the server

does not support the device, or a conflict exists with another device.

 If the device is the only device on a bus, be sure the bus works by installing a different device on the

bus.

 Restarting the server each time to determine if the device is working, move the device:

A. To a PCIe slot on a different bus
B. To the same slot in another working server of the same or similar design

If the board works in any of these slots, either the original slot is bad or the board was not properly seated.

Reinstall the board into the original slot to verify.

 If you are testing a board (or a device that connects to a board):

A. Test the board with all other boards removed.
B. Test the server with only that board removed.

 Clearing NVRAM can resolve various issues.
 Verify that the PCIe device or graphics controller does not need additional power to operate. For more

information, see the device documentation.

4-3 Internal system issue

4-3-1 Drive issue

Drives are failed

Action

 Be sure no loose connections exist.
 Check to see if an update is available for any of the following:

A. RAID Controller firmware
B. RAID driver
C. Host bus adapter firmware

 Be sure the drive or backplane is cabled properly.
 Be sure the drive data cable is working by replacing it with a known functional cable.
 Be sure drive blanks are installed properly when the server is operating. Drives may overheat and

cause sluggish response or drive failure.

 Be sure the replacement drives within an array are the same size or larger.
 Be sure the replacement drives within an array are the same drive type, such as SAS, SATA, or SSD.
 Power cycle the server. If the drive shows up, check to see if the drive firmware needs to be updated.

Drives are not recognized

Symptom

 Drives are not recognized.

Action

 Be sure no power issues exist.
 Be sure no loose connections exist.

 Check for available updates on any of the following components:

A. RAID Controller firmware
B. RAID driver
C. HBA firmware

 Be sure the drive or backplane is cabled properly.
 Check the drive LEDs to be sure they indicate normal function.
 Be sure the drive is supported.
 Power cycle the server. If the drive appears, check to see if the drive firmware needs to be updated.
 Be sure the drive bay is not defective by installing the hard drive in another bay.
 When the drive is a replacement drive on an array controller, be sure that the drive is the same type

and of the same or larger capacity than the original drive.

 When using an array controller, be sure the drive is configured in an array.
 Be sure that the correct controller drivers are installed and that the controller supports the hard

drives being installed.

Data is inaccessible

Symptom

 The data on the drives is inaccessible.

Cause

 The files are corrupt.
 Viruses exist on the server.
 A TPM is installed but not properly enabled on the server.

Action

 Be sure the files are not corrupt. Run the repair utility for the operating system.
 Be sure no viruses exist on the server. Run a current version of a virus scan utility.
 When migrating encrypted data to a new server, be sure to follow the recovery procedures in the

operating system documentation.

Server response time is slower than usual

Symptom

 The server response time is slower than usual.

Cause

 The drive is full.
 Operating system encryption technology is causing a decrease in performance.
 A recovery operation is pending on the logical drive.

Action

 Be sure the drive is not full.
 Review information about the operating system encryption technology, which can cause a decrease in

server performance. For more information, see the operating system documentation.

4-3-2 Storage issue

RAID Controller drivers are not recognized

Symptom

 When installing an OS, the OS installation does not recognize the RAID Controller drivers.

Action

 Manually install the RAID Controller drivers. For more information, see the controller documentation.

Data failure or disk errors on a server with HDD backplane

Symptom

 Data failure or disk errors occur on a server with HDD backplane.

Cause

 The drive backplane is not cabled properly to the controller.

Action

 Be sure that the drive backplane ports are connected to controller.

4-3-3 FAN issue

General fan issues

Cause

 The fans are not seated properly.
 The fan configuration does not meet the functional requirements of the server.
 The server is not ventilated properly.
 One or more required fans are not installed.

 Error messages are displayed during POST.
 One or more fans are not functioning.

Action

 Be sure the fans are properly seated and working:

A. Follow the procedures and warnings in the server documentation for removing the access panels and

accessing and replacing fans.

B. Unseat, and then reseat, each fan according to the proper procedures.

 Be sure the fan configuration meets the functional requirements of the server.
 Be sure no ventilation issues exist.
 Be sure no POST error messages are displayed while booting the server that indicate temperature

violation or fan failure information.

 Use BMC WebUI to see if any event list error messages relating to fans are listed.
 In the BMC WebUI interface, navigate to the Sensor page and verify the following information:

A. Click the Fans tab and verify the fan status and fan speed.
B. Click the Temperatures tab and verify the temperature readings for each location on the

 Temperatures tab. If a hot spot is located, then check the airflow path for blockage by cables and other

material.

 A hot spot is not an absolute temperature but is relative to a component specification.
 Replace any required non-functioning fans and restart the server.
 Be sure all fan slots have fans.
 Verify the fan airflow path is not blocked by cables or other material.

Fans running at a higher than expected speed

Symptom

 The fans are running at a higher speed than expected.

Cause

 The system temperature sensor is reading over threshold.
 An air baffle is missing or not installed properly and causing a disruption of the airflow.
 The processor heatsink is not installed as indicated in the server documentation.
 A supported fan is not installed in the server.

Action

 Update the server to the latest firmware versions, such as BMC firmware, system BIOS, option

firmware, etc.

 Verify the Temperature tab. Fan speeds can be high if a sensor temperature is over threshold.

 Verify that all air baffles and required blanks, such as drive blanks, processor heatsink blanks, power

supply blanks, etc., are installed.

 Verify that the correct processor heatsink is installed.
 Verify that the correct fan is installed.

Excessive fan noise (high speeds)

Symptom

 Fans are operating at high speeds with excessive noise.

Cause

 Fans can generate noise if running at a high speed (as expected) or when at low speed if there is an

issue with the fan.

Action

 In the BMC WebUI, navigate to the Sensor page.
 Click the Fans tab.
 Verify the fan status and fan speed. Fan speeds greater than 60% are expected to be loud.
 If the fan is running at a speed higher than expected, see "Fans running at a higher than expected

speed."

Excessive fan noise (low speeds)

Symptom

 Abnormal/rattling noise observed at low fan speeds might indicate an issue with the fan.

Action

 Replace the fan.

4-3-4 Memory issue

General memory issues

Cause

 The memory does not meet server requirements.
 A DIMM has failed.
 Third-party memory is installed on the server.
 The DIMM is not properly seated.

Action

 Isolate and minimize the memory configuration. Use care when handling DIMMs.
 Be sure the memory meets the server requirements and is installed as required by the server. Some

servers might require that memory channels be populated fully or that all memory within a memory

channel be of the same size, type, and speed.

 If you are unsure which DIMM has failed, test each channel of DIMMs by removing all other DIMMs.

Then, isolate the failed DIMM by switching each DIMM in a channel with a known working DIMM.

 Remove any third-party memory.
 To test the memory, run linux stress app.
 Update the BIOS to the latest version.
 Reseat the DIMM.
 Replace the DIMM.

Server is out of memory

Symptom

 The server is out of memory.
 A POST error message or an IML message is displayed.

Cause

 The memory is not configured properly.
 An OS error is indicated.

Action

 Be sure the memory is configured properly. For more information, see the product documentation to

determine the memory configuration requirements.

 Be sure no operating system errors are indicated.
 Update the BIOS to the latest version.

DIMM configuration errors

Symptom

 A POST error message or an IML message is displayed.

Cause

 The DIMM configuration does not support the Memory RAS Configuration setting configured for the

server.

 The memory channel was not populated in the correct order.
 An unsupported DIMM is installed in the server.
 The corresponding processor is not installed.

Action

 Verify that the DIMMs are installed according to the DIMM population guides in the server user guide.
 Verify that the Memory RAS Configuration settings and DIMMs are installed according to the DIMM

population guidelines in the server user guide.

 Verify that the DIMMs are supported on the server.
 Be sure that the associated processor is installed for all DIMMs on the server.
 Update the BIOS to the latest version.

Server fails to recognize new memory

Symptom

 The server does not recognize new memory installed on the server.

Cause

 The memory is not supported on this server.
 The memory is not installed according to the server requirements.
 The memory limits are exceeded for the server.
 The processor is not supported on the server.
 The memory is not installed or seated properly.

Action

 Be sure the memory is the correct type for the server.
 Be sure the memory is installed according to the server requirements.
 Be sure you have not exceeded the memory limits of the server or operating system.
 Be sure no Event List error messages are displayed in the IPMI Event LOG.
 Be sure the memory is seated properly.
 Be sure no conflicts are occurring with existing memory.
 Test the memory by installing the memory into a known working server. Be sure the memory meets
 the requirements of the new server on which you are testing the memory.
 Update the BIOS to the latest version.
 Replace the memory.

Uncorrectable memory error

Symptom

 A POST error message or a IPMI Event LOG is displayed.
 Stop error or blue screen (Windows)
 Linux kernel panic

 A system “hang”
 A system “freeze”
 Server restarts or powers down unexpectedly
 Parity errors occur

Cause

 The DIMM is not installed or seated properly.
 The DIMM has failed.

Action

 Reseat the DIMM.
 Update the BIOS to the latest version.
 If the issue still exists, then replace the DIMM.

Correctable memory error threshold exceeded

Symptom

 Performance is degraded.
 The System Status LED is amber.
 ECC errors occur with no other symptoms.

Cause

 The DIMM is not installed or seated properly.
 The DIMM has failed.

Action

 Update the BIOS to the latest version.
 Replace the DIMM.

4-3-5 Processor issue

Troubleshooting the processor

Symptom

 A POST error message or IPMI Event LOG is received.

Cause

 One or more processors are not supported by the server.
 The processor configuration is not supported by the server.

 The server ROM is not current.
 A processor is not seated properly.
 A processor has failed.

Action

 Be sure each processor is supported by the server and is installed as directed in the server

documentation. The processor socket requires very specific installation steps and only supported

processors should be installed.

 Be sure the BIOS is current.
 Be sure you are not mixing processor stepping, core speeds, or cache sizes if this is not supported on

the server.

 If the server has only one processor installed, reseat the processor. If the issue is resolved after you

restart the server, the processor was not installed properly.

 If the server has only one processor installed, replace it with a known functional processor. If the issue

is resolved after you restart the server, the original processor failed.

 If the server has multiple processors installed, test each processor:

A. Remove all but one processor from the server. Replace each with a processor terminator board or

blank, if applicable to the server.

B. Replace the remaining processor with a known functional processor. If the issue is resolved after

you restart the server, a fault exists with one or more of the original processors. Install each

processor one by one, restarting each time, to find the faulty processor or processors. At each

step, be sure the server supports the processor configurations.

Uncorrectable machine check exception

Symptom

 A POST error message or an IML message is received indicating an uncorrectable machine check

exception.

Action

 Replace the processor.

4-3-6 System battery is low or lost power

Symptom

 An error message is received indicating low power or loss of power.

Cause

 Real-time clock system battery is running low on power or lost power.

Action

 Replace the battery.

4-3-7 System board or PDB issue

Symptom

 A POST message or BMC WebUI message is received indicating an issue with either the system board

or the PDB.

Action

 Review all error messages for possible issues with other components and troubleshoot components

identified.

 Verify that no loose connections exist on the system board or PDB. It is not necessary to reseat

processors.

 Remove any components recently added.
 Power down and remove all power from the server. Remove the system battery for 10 minutes.
 Reinstall the battery and power on the server.
 Gather necessary information and contact support.

4-3-8 USB drive key issue

System does not boot from the USB drive key

Symptom

 The system does not boot from the USB drive key.

Cause

 The USB drive key is not enabled in the UEFI System Utilities.
 The drive boot order is not set to boot from the USB drive key.
 The USB drive key is not seated properly.

Action

 Be sure that USB is enabled in the UEFI System Utilities.
 Be sure the drive boot order in the BIOS Setup Menu is set so that the server boots from the USB drive

key.

 Reseat the USB drive key.
 Move the USB drive key to a different USB port, if available.

4-3-9 ODD drive issue

System does not boot from the CD-ROM or DVD drive

Symptom

 The system does not boot from the USB CD-ROM or DVD drive.

Cause

 The USB CD-ROM or DVD drive is not enabled in the UEFI System Utilities.
 The drive boot order is not set to boot from the USB CD-ROM or USB DVD drive.
 The USB CD-ROM or DVD drive is damaged.
 The USB CD-ROM or DVD drive is not connected or cabled properly.

Action

 Be sure the drive boot order in the BIOS Setup Menu is set so that the server boots from the USB

CD-ROM or DVD drive first.

 Be sure no loose connections exist.
 Be sure the media from which you are attempting to boot is not damaged and is a bootable USB

CD-ROM or DVD drive.

 Be sure legacy support for a USB CD-ROM or DVD drive is enabled in BIOS Setup Menu.

Data read from the USB CD-ROM or DVD is inconsistent, or USB CD-ROM or DVD
cannot read data

Symptom

 The data from the CD-ROM or DVD drive is inconsistent or cannot be read.

Cause

 The CD or DVD has material or residue on the surface.
 The CD or DVD is not valid for the drive.

Action

 Clean the drive and media.
 If a paper or plastic label has been applied to the surface of the CD-ROM or DVD in use, remove the

label and any adhesive residue.

 Be sure the inserted CD or DVD format is valid for the drive. For example, be sure you are not inserting

a DVD into a drive that supports only CDs.

Drive is not detected

Symptom

 The USB CD-ROM or DVD drive is not detected.

Cause

 The USB CD-ROM or DVD drive is not cabled properly.
 The USB CD-ROM or DVD drive cables are not connected properly.
 The USB CD-ROM or DVD drive cable is faulty.
 The driver is not correct and needs to be updated.

Action

 Be sure no loose connections exist.
 Be sure cables are connected as required. For more information, see the USB CD-ROM or DVD drive

documentation or the server documentation.

 Be sure the cables are working properly. Replace with known functional cables to test whether the

original cables are faulty.

 Be sure the correct, current driver is installed.

4-3-10 Graphics and Video adapter issue

Troubleshooting general graphics and video adapter issue

Cause

 The graphics or video adapter is not supported on the server.
 Insufficient power to support the graphics or video adapter.
 The graphics or video adapter is not installed or seated properly.

Action

 Use only cards listed as a supported option for the server.
 Be sure that the power supplies installed in the server provide adequate power to support the server

configuration. Some high-power graphics adapters require specific cabling, fans, or auxiliary power.

For more information about adapter power requirements, see the documentation that ships with the

graphics option or see the vendor website.

 Be sure the adapter is seated properly.

4-4 External device issue

4-4-1 Video issue

Screen is blank for more than 60 seconds after you power up the server

Symptom

 The screen is blank for more than 60 seconds after the server powered up.

Cause

 The monitor is not receiving power.
 The monitor is not cabled properly.
 The monitor cables are not connected properly.
 The power is not sufficient for a PCIe device or graphics controller installed on the server.
 The video drive is not current.

Action

 Be sure the monitor power cord is plugged into a working grounded (earthed) AC outlet.
 Power up the monitor and be sure the monitor light is on, indicating that the monitor is receiving power.
 Be sure the monitor is cabled to the intended server or KVM connection.

 Be sure no loose connections exist by verifying the following connections:

A. For rack-mounted servers, check the cables to the KVM switch and be sure the switch is correctly set for

the server. You might need to connect the monitor directly to the server to be sure the KVM switch has not

failed.

B. For tower model servers, check the cable connection from the monitor to the server, and then from the

server to the power outlet.

 Press any key, or enter the password, and wait for a few moments for the screen to activate to be sure

the energy saver feature is not in effect.

 Verify that a PCIe device or graphics controller does not need additional power to operate. For more

information, see the device documentation.

 Press any key, or enter the password, and wait for a few moments for the screen to activate to be sure

the power-on password feature is not in effect. You can also tell if the power-on password is enabled if

a key symbol is displayed on the screen when POST completes.

If you do not have access to the password, you must disable the power-on password by using the

Password Disable switch on the system board.

 Be sure the video driver is current. For driver requirements, see the third-party video adapter

documentation.

Monitor does not function properly with energy saver features

Symptom

 The monitor does not function properly with energy saver features.

Cause

 The monitor does not support energy saver features.

Action

 Be sure the monitor supports energy saver features, and if it does not, disable the features.

Video colors are wrong

Symptom

 The video colors are displayed wrong on the monitor.

Cause

 The video cable is not connected securely to the correct port.
 The monitor and KVM switch are not compatible with the video output of the server.
 The video cable is damaged.

Action

 Be sure the 15 pin VGA cable is securely connected to the correct VGA port on the server and to the

monitor.

 Be sure the monitor and any KVM switch are compatible with the VGA output of the server.
 Be sure that the VGA cable is not damaged. Replace the cable with a known working cable.

Slow-moving horizontal lines are displayed

Symptom

 Slow-moving horizontal lines are displayed on the monitor.

Cause

 Magnetic field interference is occurring.

Action

 Be sure magnetic field interference is not occurring. Move the monitor away from other monitors or

power transformers.

4-4-2 Mouse and keyboard issues

Action

 Be sure no loose connections exist by verifying the following:

A. If a KVM switching device is in use, be sure the server is properly connected to the switch.
B. For rack-mounted servers, check the cables to the switch box and be sure the switch is correctly set for the

server.

C. For tower model servers, check the cable connection from the input device to the server.

 If a KVM switching device is in use, be sure all cables and connectors are of proper length and are

supported by the switch. See the switch documentation.

 Be sure the current drivers for the operating system are installed.
 Be sure the device driver is not corrupted by replacing the driver.
 Restart the system and check whether the input device functions correctly after the server restarts.
 Replace the device with a known working equivalent device (another similar mouse or keyboard):

A. If the issue still occurs with the new mouse or keyboard, the connector port on the system I/O board is

defective. Replace the board.

B. If the issue no longer occurs, the original input device is defective. Replace the device.

 Be sure the keyboard or mouse is connected to the correct port. Determine whether the keyboard lights

flash at POST or the NumLock LED illuminates. If not, change port connections.

 Be sure the keyboard or mouse is clean.

4-4-3 Network controller or OCP LAN card issue

Network controller or OCP LAN card is installed but not working

Symptom

 The network controller or OCP LAN card is not working.

Action

 Check the network controller or OCP LAN card LEDs to see if any statuses indicate the source of the

issue.

 Be sure no loose connections exist.
 Be sure the correct cable type is used for the network speed or that the correct SFP or DAC cable is

used. For dual-port 10 GB networking devices, both SFP ports should have the same media (for

example, DAC cable or equivalent SFP+ module). Mixing different types of SFP (SR/LR) on a single

device is not supported.

 Be sure the network cable is working by replacing it with a known functional cable.
 Be sure a software issue has not caused the failure. For more information, see the operating system

documentation.

 Be sure the server and operating system support the controller.
 Be sure the controller is enabled in BIOS.
 Be sure the BIOS is up to date.
 Be sure the controller drivers are up to date.
 Be sure a valid IP address is assigned to the controller and that the configuration settings are correct.

4-4-4 Network controller or OCP LAN card has stopped working

Symptom

 The network controller or OCP LAN card stopped working.

Action

 Check the network controller or OCP LAN card LEDs to see if any statuses indicate the source of the

issue.

 Be sure the correct network driver is installed for the controller and that the driver file is not corrupted.

Reinstall the driver.

 Be sure no loose connections exist.
 Be sure the network cable is working by replacing it with a known functional cable.
 Be sure the network controller or FlexibleLOM is not damaged.

Chapter 5 Software issue

5-1 Operating system issue

5-1-1 Operating system locks up

Symptom

 The operating system locks up.

Action

 Scan for viruses with an updated virus scan utility.
 Review the BMC WebUI event log.
 Review the IPMI Event LOG.
 Gather the NMI Crash Dump information for review, if needed.
 Obtain the IPMI Event LOG for use when contacting support.

5-1-2 Errors are displayed in the error log

Symptom

 Error messages are displayed in the error log.

Action

 Follow the information provided in the error log. For more information, see the operating system

documentation.

5-1-3 Issues occur after the installation of a service pack

Symptom

 Issues occur after the installation of a service pack.

Action

 Update the operating system. For more information, see "Updating the operating system."

5-2 Updating the operating system

5-2-1 Prerequisites for updating the operating system

 Before updating the operating system, read the release notes for each update.
 Use care when applying operating system updates (Service Packs, hotfixes, and patches). If you do not

require specific fixes from the update, recommend that you do not apply the updates.

5-2-2 Updating the operating system

 If you decide to apply an operating system update:

A. Perform a full system backup.
B. Apply the operating system update, using the instructions provided.
C. Install the current drivers.

5-3 Reconfiguring or reloading software

5-3-1 Prerequisites for reconfiguring or reloading software

If all other options have not resolved the issue, consider reconfiguring the system. Before reconfiguring the

system, do the following:
 Weigh the projected downtime of a software reload against the time spent troubleshooting intermittent

issues. It might be advantageous to start over by removing and reinstalling the software with issues.

 Be sure the server has adequate resources (processor speed, hard drive space, and memory) for the

software.

 Be sure the server BIOS is current and the configuration is correct.
 Be sure you have printed records of all troubleshooting information you have collected to this point.
 Be sure you have two good backups before you start. Test the backups using a backup utility.
 Check the operating system and application software resources to be sure you have the latest

information.

 If the last-known functioning configuration does not work, try to recover the system with operating

system recovery software. For more information, see the operating system documentation.

5-3-2 Restoring to a backed-up version

If you recently upgraded the operating system or software and cannot resolve the issue, try restoring a

previously saved version of the system. Before restoring the backup, make a backup of the current system. If

restoring the previous system does not correct the issue, you can restore the current set to be sure you do

not lose additional functionality.

For more information, see the documentation provided with the backup software.

5-4 Application software issues

5-4-1 Software locks up

Symptom

 The software locks up.

Cause

 The software might be incompatible with other software on the server.
 Known issues might exist with the software.
 The server configuration might have changed.

 The server might be infected by a virus.

Action

 Check the application log and operating system log for entries indicating why the software locked up.
 Check for incompatibility with other software on the server.
 Check the support website of the software vendor for known issues.
 Review log files for changes made to the server that might have caused the issue.
 Scan the server for viruses with an updated virus scan utility.

5-4-2 Errors occur after a software setting is changed

Symptom

 The system locks up after settings were changed.

Cause

 The new system settings are not supported.

Action

 Check the system logs to determine what changes were made, and then change the settings back to

the original configuration.

5-4-3 Errors occur after the system software is changed

Symptom

 Errors occur after the system software is changed.

Action

 Change the settings back to the original configuration. If more than one setting was changed, change

the settings one at a time to isolate the cause of the issue.

5-4-4 Errors occur after an application is installed

Symptom

 Errors occur after an application is installed on a server.

Action

 Check the application log and operating system log for entries indicating why the software failed.
 Check system settings to determine if they are the cause of the error. You might need to obtain the

settings from the server setup utility and manually set the software switches. For more information, see

the application documentation, the vendor website, or both.

 Check for overwritten files. To determine which files are added by the application, see the application

documentation.

 Reinstall the application.
 Be sure you have the most current drivers.

5-5 ROM update issue

5-5-1 Remote BIOS or BMC Firmware flash issues

Network connection fails on remote communication by WebUI

Symptom

 An error message describing the broken connection displays and the program exits.

Cause

 Because network connectivity cannot be guaranteed, it is possible for the administrative client to

become disconnected from the target server during the BIOS or BMC Firmware flash preparation. If

any remote connectivity procedure fails during the BIOS or BMC Firmware flash online preparation, the

flash does not occur for the target system.

Action

 1. Attempt to ascertain and correct the cause of connection failure.
 2. Restart the process.

Failure occurs during BIOS or BMC Firmware flash

Symptom

 The server will not start.

Cause

 The flash cannot be interrupted during BIOS or BMC Firmware flash, or the BIOS or BMC Firmware

image is corrupted and the server does not start. The most likely reason for failure is a loss of power to

the system during the flash process.

Action

 Try the flash process again.
 For BIOS flash process stop caused by power loss and cannot boot again, try BIOS recovery process.
 Contact for repairing process if still not work.

Target system is not supported

Symptom

 If the target system is not listed in the supported servers list, an error message appears and the

program exits.

Cause

 Only supported systems can be upgraded using the BMC WebUI.

Action

 To determine if the server is supported, check BIOS or BMC Firmware release note and confirm the

server model.

5-6 Server does not boot

Symptom

 The server does not boot.

Cause

 The system BIOS or BMC Firmware flash process fails.
 The system ROM corrupted.
 The server boot failed due to updating the BIOS or BMC firmware failed, either through tool or webUI.
 A logical drive is not configured on the RAID controller.
 The controller boot order is not set properly.
 RAID containing multiple logical drives might require the boot logical drive to be selected under Option

ROM.

Action

 For BIOS flash process fail cause server does not boot, try to use BMC WebUI to update BIOS again.
 BIOS Recovery process.
 For BMC Firmware process fail cause server doesn’t boot, contact for repairing process.
 A logical drive is not configured on the RAID controller. Configure logical drive on RAID controller and

set controller boot order properly.

 Properly select boot logical drive under Option ROM when RAID containing multiple logical drives.