Page 1
HP ProLiant Servers
Troubleshooting Guide
Part Number 375445-009
June 2010 (Ninth Edition)
Page 2
© Copyright 2004, 2010 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express
warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP
shall not be liable for technical or editorial errors or omissions contained herein.
Microsoft, Windows, and Windows Server are U.S. registered trademarks of Microsoft Corporation.
Intel, Pentium, and Itanium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other
countries.
Intended audience
This document is for the person who installs, administers, and troubleshoots servers and storage systems.
HP assumes you are qualified in the servicing of computer equipment and trained in recognizing hazards
in products with hazardous energy levels.
Page 3
Contents
Introduction .................................................................................................................................. 8
What's new ................................................................................................................................................. 8
Revision history ............................................................................................................................................ 8
375445-xx8 (July 2009) ..................................................................................................................... 8
375445-xx7 (November 2008) ........................................................................................................... 9
375445-xx6 (September 2007)......................................................................................................... 10
375445-xx5 (June 2006) .................................................................................................................. 10
375445-xx4 (May 2006) ................................................................................................................. 10
375445-xx3 (September 2005)......................................................................................................... 11
Getting started ............................................................................................................................ 12
HP ProLiant 100 Series Server troubleshooting information ............................................................................. 12
How to use this guide ................................................................................................................................. 12
Pre-diagnostic steps .................................................................................................................................... 13
Important safety information .............................................................................................................. 13
Symptom information ........................................................................................................................ 16
Prepare the server for diagnosis ......................................................................................................... 16
Common problem resolution ........................................................................................................ 18
Loose connections ...................................................................................................................................... 18
Service notifications .................................................................................................................................... 18
Firmware updates ...................................................................................................................................... 18
DIMM handling guidelines .......................................................................................................................... 19
Hard drive guidelines ................................................................................................................................. 19
SAS and SATA hard drive guidelines ................................................................................................. 19
SCSI hard drive guidelines ................................................................................................................ 19
Hard drive LED combinations ...................................................................................................................... 20
Hot-plug SCSI hard drive LED combinations ........................................................................................ 20
SAS and SATA hard drive LED combinations ...................................................................................... 20
Server updates with an HP Trusted Platform Module and BitLocker™ enabled ................................................... 21
Diagnostic flowcharts .................................................................................................................. 23
Troubleshooting flowcharts .......................................................................................................................... 23
Troubleshooting flowchart reference websites ...................................................................................... 23
Start diagnosis flowchart ................................................................................................................... 25
General diagnosis flowchart .............................................................................................................. 25
Power-on problems flowchart ............................................................................................................. 27
POST problems flowchart .................................................................................................................. 30
Operating system boot problems flowchart ......................................................................................... 32
Server fault indications flowchart ....................................................................................................... 33
Hardware problems .................................................................................................................... 37
Procedures for all ProLiant servers ................................................................................................................ 37
Power problems ......................................................................................................................................... 37
Power source problems ..................................................................................................................... 37
Power supply problems ..................................................................................................................... 37
UPS problems
General hardware problems ....................................................................................................................... 39
.................................................................................................................................. 38
Page 4
Problems with new hardware ............................................................................................................ 39
Unknown problem ............................................................................................................................ 40
Third-party device problems .............................................................................................................. 40
Internal system problems ............................................................................................................................. 41
Battery pack problems ...................................................................................................................... 41
CD-ROM and DVD drive problems ..................................................................................................... 41
Diskette drive problems ..................................................................................................................... 42
Drive problems (hard drives and solid state drives) .............................................................................. 43
SD card problems ............................................................................................................................ 46
USB drive key problems .................................................................................................................... 46
Fan problems ................................................................................................................................... 46
HP Trusted Platform Module problems ................................................................................................ 47
Memory problems ............................................................................................................................ 48
PPM problems .................................................................................................................................. 50
Processor problems .......................................................................................................................... 50
Tape drive problems ......................................................................................................................... 51
Graphics and video adapter problems ............................................................................................... 52
System open circuits and short circuits .......................................................................................................... 53
External device problems ............................................................................................................................ 53
Video problems................................................................................................................................ 53
Mouse and keyboard problems ......................................................................................................... 54
Audio problems ............................................................................................................................... 55
Printer problems ............................................................................................................................... 55
Cable problems ............................................................................................................................... 55
Local I/O cable problems ................................................................................................................. 55
Modem problems ............................................................................................................................. 56
Network controller problems ............................................................................................................. 58
Expansion board problems................................................................................................................ 59
Software problems ...................................................................................................................... 60
Operating system problems and resolutions .................................................................................................. 60
Operating system problems ............................................................................................................... 60
Operating system updates ................................................................................................................. 61
Restoring to a backed-up version ....................................................................................................... 62
When to Reconfigure or Reload Software ........................................................................................... 62
Linux operating systems .................................................................................................................... 63
Application software problems .................................................................................................................... 63
Software locks up ............................................................................................................................. 63
Errors occur after a software setting is changed ................................................................................... 63
Errors occur after the system software is changed ................................................................................ 63
Errors occur after an application is installed ........................................................................................ 63
ROM problems .......................................................................................................................................... 64
Remote ROM flash problems ............................................................................................................. 64
Boot problems .................................................................................................................................. 65
Software tools and solutions ......................................................................................................... 67
Configuration tools ..................................................................................................................................... 67
SmartStart software .......................................................................................................................... 67
HP ROM-Based Setup Utility .............................................................................................................. 67
Array Configuration Utility ................................................................................................................ 70
Option ROM Configuration for Arrays................................................................................................ 71
Re-entering the serial number and product ID ...................................................................................... 71
Management tools...................................................................................................................................... 72
Automatic Server Recovery ................................................................................................................ 72
Page 5
ROMPaq utility ................................................................................................................................. 72
Remote Insight Lights-Out Edition II ..................................................................................................... 73
iLO and iLO 2 technology ................................................................................................................. 73
Integrated Lights-Out 3 technology ..................................................................................................... 73
Erase Utility ..................................................................................................................................... 74
Redundant ROM support ................................................................................................................... 74
USB support .................................................................................................................................... 74
Diagnostic tools ......................................................................................................................................... 75
HP Insight Diagnostics ...................................................................................................................... 75
HP Insight Diagnostics survey functionality .......................................................................................... 75
Integrated Management Log .............................................................................................................. 76
Array diagnostic software ................................................................................................................. 76
Remote support and analysis tools ............................................................................................................... 77
HP Insight Remote Support software ................................................................................................... 77
Keeping the system current .......................................................................................................................... 77
Drivers ............................................................................................................................................ 77
Version control ................................................................................................................................. 78
ProLiant Support Packs ...................................................................................................................... 78
Operating system version support ...................................................................................................... 78
Firmware ......................................................................................................................................... 78
HP Smart Update Manager ............................................................................................................... 79
System Online ROM flash component utility ........................................................................................ 79
Subscriber's choice .......................................................................................................................... 80
Care Pack ....................................................................................................................................... 80
Firmware maintenance ............................................................................................................................... 80
Types of ROM.................................................................................................................................. 80
Verifying firmware versions ............................................................................................................... 82
Updating firmware ........................................................................................................................... 82
Unsupported processor stepping with Intel® processors ....................................................................... 85
Unsupported processor stepping with AMD processors ........................................................................ 85
HP resources for troubleshooting ................................................................................................... 86
Online resources ........................................................................................................................................ 86
HP Technical Support website ............................................................................................................ 86
HP Guided Troubleshooting website ................................................................................................... 86
Server documentation ....................................................................................................................... 86
White papers .................................................................................................................................. 86
Service notifications, advisories, and notices ....................................................................................... 86
Subscription services ........................................................................................................................ 86
HP Care Pack Services...................................................................................................................... 87
Product information resources ...................................................................................................................... 87
Additional product information .......................................................................................................... 87
Registering the server........................................................................................................................ 87
Overview of server features and installation instructions ....................................................................... 87
Key features, option part numbers ...................................................................................................... 87
Server and option specifications, symbols, installation warnings, and notices ......................................... 87
Teardown procedures, part numbers, specifications ............................................................................. 88
Technical topics ............................................................................................................................... 88
Product installation resources ....................................................................................................................... 88
Switch settings, LED functions, drive, memory, expansion board and processor installation instructions, and
board layouts .................................................................................................................................. 88
External cabling information .............................................................................................................. 88
Power capacity ................................................................................................................................ 88
Product configuration resources ................................................................................................................... 88
Page 6
Device driver information .................................................................................................................. 88
DDR3 memory configuration.............................................................................................................. 89
Operating System Version Support ..................................................................................................... 89
Operating system installation and configuration information (for factory-installed operating systems) ......... 89
Server configuration information ........................................................................................................ 89
Installation and configuration information for the server setup software .................................................. 89
Software installation and configuration of the server ............................................................................ 89
iLO information ................................................................................................................................ 89
Management of the server ................................................................................................................. 89
Installation and configuration information for the server management system .......................................... 90
Fault tolerance, security, care and maintenance, configuration and setup .............................................. 90
Error messages ........................................................................................................................... 91
ADU error messages ................................................................................................................................... 91
Introduction to ADU error messages ................................................................................................... 91
ADU version 8.0 through 8.28 error messages ................................................................................. 111
POST error messages and beep codes ....................................................................................................... 115
Introduction to POST error messages ................................................................................................ 115
Non-numeric messages or beeps only............................................................................................... 116
100 Series .................................................................................................................................... 125
200 Series .................................................................................................................................... 128
300 Series .................................................................................................................................... 132
400 Series .................................................................................................................................... 133
600 Series .................................................................................................................................... 133
1100 Series .................................................................................................................................. 134
1600 Series .................................................................................................................................. 134
1700 Series .................................................................................................................................. 138
Event list error messages ........................................................................................................................... 157
Introduction to event list error messages ............................................................................................ 157
A CPU Power Module (System Board, Socket X)... ............................................................................. 158
ASR Lockup Detected: Cause ........................................................................................................... 158
Automatic operating system shutdown initiated due to fan failure ........................................................ 158
Automatic Operating System Shutdown Initiated Due to Overheat Condition... ..................................... 158
Blue Screen Trap: Cause [NT]... ...................................................................................................... 159
Corrected Memory Error Threshold Passed (Slot X, Memory Module Y)... ............................................. 159
EISA Expansion Bus Master Timeout (Slot X)... ................................................................................... 159
PCI Bus Error (Slot X, Bus Y, Device Z, Function X) ............................................................................. 159
Processor Correctable Error Threshold Passed (Slot X, Socket Y) .......................................................... 159
Processor Uncorrectable Internal Error (Slot X, Socket Y) ..................................................................... 159
Real-Time Clock Battery Failing ........................................................................................................ 159
System AC Power Overload (Power Supply X) ................................................................................... 160
System AC Power Problem (Power Supply X) ..................................................................................... 160
System Fan Failure (Fan X, Location) ................................................................................................ 160
System Fans Not Redundant ............................................................................................................ 160
System Overheating (Zone X, Location) ............................................................................................ 160
System Power Supplies Not Redundant ............................................................................................. 160
System Power Supply Failure (Power Supply X) .................................................................................. 160
Unrecoverable Host Bus Data Parity Error... ...................................................................................... 160
Uncorrectable Memory Error (Slot X, Memory Module Y).................................................................... 161
HP BladeSystem p-Class infrastructure error codes ....................................................................................... 161
Server blade management module error codes .................................................................................. 161
Power management module error codes ........................................................................................... 164
Port 85 codes and iLO messages ............................................................................................................... 165
Troubleshooting the system using port 85 codes ................................................................................ 165
Page 7
Processor-related port 85 codes ....................................................................................................... 166
Memory-related port 85 codes......................................................................................................... 167
Expansion board-related port 85 codes ............................................................................................ 167
Miscellaneous port 85 codes ........................................................................................................... 168
Windows® Event Log processor error codes ............................................................................................... 169
Message ID: 4137 ......................................................................................................................... 169
Message ID: 4140 ......................................................................................................................... 169
Message ID: 4141 ......................................................................................................................... 169
Message ID: 4169 ......................................................................................................................... 169
Message ID: 4190 ......................................................................................................................... 169
Insight Diagnostics processor error codes ................................................................................................... 169
MSG_CPU_RR_1 ............................................................................................................................ 169
MSG_CPU_RR_2 ............................................................................................................................ 170
MSG_CPU_RR_3 ............................................................................................................................ 170
MSG_CPU_RR_5 ............................................................................................................................ 170
MSG_CPU_RR_6 ............................................................................................................................ 170
MSG_CPU_RR_7 ............................................................................................................................ 170
MSG_CPU_RR_8 ............................................................................................................................ 171
MSG_CPU_RR_9 ............................................................................................................................ 171
MSG_CPU_RR_10 .......................................................................................................................... 171
MSG_CPU_RR_11 .......................................................................................................................... 171
MSG_CPU_RR_12 .......................................................................................................................... 171
MSG_CPU_RR_13 .......................................................................................................................... 171
MSG_CPU_RR_14 .......................................................................................................................... 171
MSG_CPU_RR_15 .......................................................................................................................... 171
MSG_CPU_RR_16 .......................................................................................................................... 171
MSG_CPU_RR_17 .......................................................................................................................... 172
Contacting HP .......................................................................................................................... 173
Contacting HP technical support or an authorized reseller ............................................................................ 173
Customer self repair ................................................................................................................................. 173
Server information you need ...................................................................................................................... 173
Operating system information you need ..................................................................................................... 174
Microsoft® operating systems .......................................................................................................... 174
Linux operating systems .................................................................................................................. 175
Novell NetWare operating systems .................................................................................................. 176
SCO operating systems................................................................................................................... 176
IBM OS/2 operating systems .......................................................................................................... 177
Sun Solaris operating systems .......................................................................................................... 178
Acronyms and abbreviations ...................................................................................................... 179
Index ....................................................................................................................................... 184
Page 8
Introduction
What's new
The ninth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx9, includes
the following additions and updates:
• Added new section to Getting started (on page 12):
Breaking the server down to the minimum hardware configuration (on page 17)
• Updated Diagnostic flowcharts (on page 23):
o General diagnosis flowchart (on page 25)
o Server power-on problems flowchart (on page 27)
o Server and p-Class server blade POST problems flowchart (on page 31)
o c-Class server blade POST problems flowchart (on page 32)
o Server and p-Class server blade fault indications flowchart (on page 34)
• Added and updated sections in Software tools and solutions (on page 67):
o Integrated Lights-Out 3 technology (on page 73)
o Firmware (on page 78)
o HP Smart Update Manager (on page 79)
• Added new sections to Hardware problems (on page 37):
o Battery pack problems (on page 41)
o Cable problems (on page 55)
• Added a new section to Software problems (on page 60):
ROM problems (on page 64)
• Updated a section in Online resources (on page 86):
Server documentation (on page 86)
• Updated Firmware maintenance (on page 80).
• Added new error messages:
o ADU error messages (on page 91)
o POST error messages and beep codes (on page 115)
Revision history
375445-xx8 (July 2009)
The eighth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx8, included
the following additions and updates:
Introduction 8
Page 9
• Added information to the introduction for the server power-on problems flowchart (on page 27).
• Added new steps to Power problems (on page 37).
• Added a new section to Fan problems (on page 46):
All fans in an HP ProLiant G6 server are not spinning or are not spinning at the same speed (on
page 47)
• Added a new section to Memory problems (on page 48):
Server fails to boot, all DIMM LEDs illuminate amber, .... (on page 49)
• Updated the content for Tape drive problems (on page 51).
• Added new sections to Software tools and solutions (on page 67) :
o Diagnostics tasks (on page 70)
o HP Insight Server Migration software for ProLiant
o Array diagnostic software (on page 76)
o HP Insight Remote Support software (on page 77)
• Added new content to HP Resources for Troubleshooting (on page 86):
o HP Guided Troubleshooting website (on page 86)
o DDR3 memory configuration (on page 89)
o Power capacity (on page 88)
• Added new error messages:
o ADU Error Messages (on page 91)
o POST error messages and beep codes (on page 115)
375445-xx7 (November 2008)
The seventh edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx7, included
the following additions and updates:
• Added new information about Server updates with an HP Trusted Platform Module and BitLocker™
enabled (on page 21) to Common problem resolution (on page 18)
• Added TPM information to Drive problems (hard drives and solid state drives) (on page 43)
• Added information about HP BladeSystem c-Class enclosure fan problems to Fan problems (on page
46)
• Added HP Trusted Platform Module problems (on page 47) to Hardware problems (on page 37)
• Added SD card problems (on page 46) to Hardware problems (on page 37)
• Added USB drive key problems (on page 46) to Hardware problems (on page 37)
• Added TPM information to Remote ROM flash problems (on page 64)
• Added Service Essentials Remote Support Pack to Software tools and solutions (on page 67)
• Added TPM information to Firmware maintenance (on page 80)
• Updated the ADU error messages (on page 91) section to reflect the supported versions for the
messages in this document
• Updated and added new POST error messages and beep codes (on page 115)
Introduction 9
Page 10
375445-xx6 (September 2007)
The sixth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx6, included
the following additions and updates:
• Added new information about preventing electrostatic discharge (on page 15).
• Added new DIMM handling guidelines (on page 19).
• Added new procedures for troubleshooting drive problems (hard drives and solid state drives) (on
page 43).
• Added information on new software tools and solutions:
o HP Insight Control Environment Suites
o HP Smart Update Manager (on page 79)
• Improved firmware maintenance (on page 80):
o Added new technology
o Expanded existing information
o Added new firmware update procedures for unsupported processor stepping
375445-xx5 (June 2006)
The fifth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx5, included the
following additions:
• Added three new c-Class server blade flowcharts:
o c-Class server blade power-on problems flowchart (on page 29)
o c-Class server blade POST problems flowchart (on page 32)
o c-Class server blade fault indications flowchart (on page 36)
• Added new processor error codes:
o Windows® Event Log processor error codes (on page 169)
o Insight Diagnostics processor error codes (on page 169)
375445-xx4 (May 2006)
The fourth edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx4, included
the following additions:
• Hot-plug SAS and SATA hard drive LED combinations (on page 20)
• Operating system issues with Intel® dual-core processors (Hyper-Threading enabled) (on page 61)
• Tape drive problems (on page 51)
• New error messages in ADU error messages (on page 91) and POST error messages and beep
codes (on page 115)
Introduction 10
Page 11
375445-xx3 (September 2005)
The third edition of the HP ProLiant Servers Troubleshooting Guide, part number 375445-xx3, included
the following changes:
• Updated SCSI hard drive guidelines
• Added hot-plug SCSI hard drive LED combinations (on page 20)
• Updated diagnostic flowcharts (on page 23)
• Added operating system problems (on page 60)
• Added Port 85 codes and iLO messages (on page 165)
• Added new error messages to ADU error messages and POST error messages and beep codes
• Updated contacting HP:
o Contacting HP technical support or an authorized reseller
o Server information you need
Introduction 11
Page 12
Getting started
HP ProLiant 100 Series Server troubleshooting
information
For HP ProLiant 100 Series Server troubleshooting information, see the respective server user guides.
How to use this guide
NOTE: For common troubleshooting procedures, the term "server" is used to mean servers
This guide provides common procedures and solutions for the many levels of troubleshooting a ProLiant
server—from the most basic connector issues to complex software configuration problems.
To understand the sections of this guide and to identify the best starting point for a problem, use the
following descriptions:
• Common problem resolution (on page 18)
• Diagnostic flowcharts (on page 23)
• Hardware problems (on page 37)
and server blades.
Many server problems are caused by loose connections, outdated firmware, and other issues. Use
this section to perform basic troubleshooting for common problems.
When a server exhibits symptoms that do not immediately pinpoint the problem, use this section to
begin troubleshooting. The section contains a series of flowcharts that provide a common
troubleshooting process for ProLiant servers. The flowcharts identify a diagnostic tool or a process to
help solve the problem.
When the symptoms point to a specific component, use this section to find solutions for problems
with power, general components, system boards, system open circuits and short circuits, and
external devices.
• Software problems (on page 60)
When you have a known, specific software problem, use this section to identify a solution to the
problem.
• Software tools and solutions (on page 67)
Use this section as a reference for software tools and utilities.
• HP resources for troubleshooting (on page 86)
When additional information becomes necessary, use this section to identify websites and
supplemental documents that contain troubleshooting information.
• Error messages (on page 91)
Use this section for a complete list of the following messages:
Getting started 12
Page 13
o
ADU error messages (on page 91)
o POST error messages and beep codes (on page 115)
o Event list error messages (on page 157)
o HP BladeSystem infrastructure error codes ("HP BladeSystem p-Class infrastructure error codes"
on page 161)
o Port 85 codes and iLO messages (on page 165)
Pre-diagnostic steps
WARNING: To avoid potential problems, ALWAYS read the warnings and cautionary
information in the server documentation before removing, replacing, reseating, or modifying
1. Review the important safety information (on page 13).
2. Gather symptom information (on page 16).
3. Prepare the server for diagnosis (on page 16).
4. Use the Start diagnosis flowchart (on page 25) to begin the diagnostic process.
Important safety information
Familiarize yourself with the safety information in the following sections before troubleshooting the server.
system components.
IMPORTANT: This guide provides information for multiple servers. Some information may not
apply to the server you are troubleshooting. Refer to the server documentation for information
on procedures, hardware options, software tools, and operating systems supported by the
server.
Important safety information
Before servicing this product, read the Important Safety Information document provided with the server.
Symbols on equipment
The following symbols may be placed on equipment to indicate the presence of potentially hazardous
conditions.
This symbol indicates the presence of hazardous energy circuits or electric shock
hazards. Refer all servicing to qualified personnel.
WARNING: To reduce the risk of injury from electric shock hazards, do not open this
enclosure. Refer all maintenance, upgrades, and servicing to qualified personnel.
This symbol indicates the presence of electric shock hazards. The area contains no
user or field serviceable parts. Do not open for any reason.
WARNING: To reduce the risk of injury from electric shock hazards, do not open this
enclosure.
Getting started 13
Page 14
This symbol on an RJ-45 receptacle indicates a network interface connection.
WARNING: To reduce the risk of electric shock, fire, or damage to the equipment,
do not plug telephone or telecommunications connectors into this receptacle.
This symbol indicates the presence of a hot surface or hot component. If this surface
is contacted, the potential for injury exists.
WARNING: To reduce the risk of injury from a hot component, allow the surface to
cool before touching.
This symbol indicates that the component exceeds the recommended weight for one
weight in kg
weight in lb
individual to handle safely.
WARNING: To reduce the risk of personal injury or damage to the equipment,
observe local occupational health and safety requirements and guidelines for
manual material handling.
These symbols, on power supplies or systems, indicate that the equipment is
supplied by multiple sources of power.
WARNING: To reduce the risk of injury from electric shock, remove all power
cords to completely disconnect power from the system.
Warnings and cautions
WARNING: Only authorized technicians trained by HP should attempt to repair this
equipment. All troubleshooting and repair procedures are detailed to allow only
subassembly/module-level repair. Because of the complexity of the individual boards and
subassemblies, no one should attempt to make repairs at the component level or to make
modifications to any printed wiring board. Improper repairs can create a safety hazard.
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 rack 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 electric shock or damage to the equipment:
• Do not disable the power cord grounding plug. The grounding plug is an important safety
feature.
• Plug the power cord into a grounded (earthed) 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 plug, electrical outlet, and the point where the
cord extends from the server.
Getting started 14
Page 15
WARNING: To reduce the risk of personal injury or damage to the equipment:
• Observe local occupation health and safety requirements and guidelines for
weight in kg
weight in lb
• Obtain adequate assistance to lift and stabilize the chassis during installation or
• The server is unstable when not fastened to the rails.
• When mounting the server in a rack, remove the power supplies and any other
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 grounded (earthed). To ensure proper
operation, plug the AC power cord into a properly grounded AC outlet only.
Electrostatic discharge
Preventing electrostatic discharge
manual handling.
removal.
removable module to reduce the overall weight of the product.
To prevent damaging the system, be aware of the precautions you need to follow when setting up the
system or handling parts. A discharge of static electricity from a finger or other conductor may damage
system boards or other static-sensitive devices. This type of damage may reduce the life expectancy of the
device.
To prevent electrostatic damage:
• Avoid hand contact by transporting and storing products in static-safe containers.
• Keep electrostatic-sensitive parts in their containers until they arrive at static-free workstations.
• Place parts on a grounded surface before removing them from their containers.
• Avoid touching pins, leads, or circuitry.
• Always be properly grounded when touching a static-sensitive component or assembly.
Grounding methods to prevent electrostatic discharge
Several methods are used for grounding. Use one or more of the following methods when handling or
installing electrostatic-sensitive parts:
• Use a wrist strap connected by a ground cord to a grounded workstation or computer chassis. Wrist
straps are flexible straps with a minimum of 1 megohm ±10 percent resistance in the ground cords.
To provide proper ground, wear the strap snug against the skin.
• Use heel straps, toe straps, or boot straps at standing workstations. Wear the straps on both feet
when standing on conductive floors or dissipating floor mats.
• Use conductive field service tools.
• Use a portable field service kit with a folding static-dissipating work mat.
If you do not have any of the suggested equipment for proper grounding, have an authorized reseller
install the part.
Getting started 15
Page 16
For more information on static electricity or assistance with product installation, contact an authorized
reseller.
Symptom information
Before troubleshooting a server problem, collect the following information:
• What events preceded the failure? After 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 software? 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.
Prepare the server for diagnosis
1. Be sure the server is in the proper operating environment with adequate power, air conditioning,
and humidity control. For required environmental conditions, see the server documentation (on page
86).
2. Record any error messages displayed by the system.
3. Remove all diskettes, CD-ROMs, DVD-ROMs, and USB drive keys.
4. Power down the server and peripheral devices if you will be diagnosing the server offline. If
possible, always perform an orderly shutdown:
a. Exit any applications.
b. Exit the operating system.
c. Power down the server.
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 screwdriver, loopback adapters, ESD wrist strap, and
software utilities, necessary to troubleshoot the problem.
o You must have the appropriate Health Drivers and Management Agents installed on the server.
To verify the server configuration, 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.
o HP recommends you have access to the server documentation (on page 86) for server-specific
information.
o HP recommends you have access to the SmartStart CD for value-added software and drivers
required during the troubleshooting process. Download the current version of SmartStart from the
HP website (http://www.hp.com/servers/smartstart
).
Getting started 16
Page 17
Breaking the server down to the minimum hardware configuration
During the troubleshooting process, you may be asked to break the server down to the minimum
hardware configuration. A minimum configuration consists of only the components needed to boot the
server and successfully pass POST.
When requested to break the server down to the minimum configuration, uninstall the following
components, if installed:
• All additional processors (leave one installed)
• All additional DIMMs
Leave only the minimum required to boot the server—either one DIMM or a pair of DIMMs. For more
information, see the memory guidelines in the server user guide.
• All additional cooling fans, if applicable
For minimum fan configuration, see the server user guide.
• All additional power supplies, if applicable (leave one installed)
• All hard drives
• All optical drives (DVD-ROM, CD-ROM, and so forth)
• All optional mezzanine cards
• All expansion boards
Before removing the components, be sure to determine the minimum configuration for each component
and follow all guidelines in the server user guide.
Getting started 17
Page 18
Common problem resolution
Loose connections
Action:
• Be sure all power cords are securely connected.
• Be sure all cables are properly aligned and securely connected for all external and internal
components.
• Remove and check all data and power cables for damage. 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 routed correctly through the tray.
• Be sure each device is properly seated. Avoid bending or flexing circuit boards when reseating
components.
• If a device has latches, be sure they are completely closed and locked.
• Check any interlock or interconnect LEDs that may 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 notifications, 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.
Firmware updates
Download firmware updates from the following locations:
• The HP Smart Components available on the HP ProLiant Firmware Maintenance CD and the HP
website (http://www.hp.com/support
• The most recent version of a particular server or option firmware from the HP website
(http://www.hp.com/support
• Components for option firmware updates available from the HP website
(http://www.hp.com/support
)
)
)
HP offers a subscription service that can provide notification of firmware updates. For more information,
see "Subscriber's Choice (on page 80)."
For detailed information on updating firmware, see "Firmware maintenance (on page 80)."
Common problem resolution 18
Page 19
DIMM handling guidelines
CAUTION: Failure to properly handle DIMMs can cause damage to DIMM components and
When handling a DIMM, observe the following guidelines:
• Avoid electrostatic discharge (on page 15).
• Always hold DIMMs by the side edges only.
• Avoid touching the connectors on the bottom of the DIMM.
• Never wrap your fingers around a DIMM.
• Avoid touching the components on the sides of the DIMM.
• Never bend or flex the DIMM.
When installing a DIMM, observe the following guidelines:
• Before seating the DIMM, align the DIMM with the slot.
• To align and seat the DIMM, use two fingers to hold the DIMM along the side edges.
• To seat the DIMM, use two fingers to apply gentle pressure along the top of the DIMM.
For more information, see the HP website
(http://h20000.www2.hp.com/bizsupport/TechSupport/Document.jsp?lang=en&cc=us&objectID=c008
68283&jumpid=reg_R1002_USEN).
the system board connector.
Hard drive guidelines
SAS and SATA hard drive guidelines
When adding hard drives to the server, observe the following general guidelines:
• The system automatically sets all drive numbers.
• If only one hard drive is used, install it in the bay with the lowest drive number.
• Drives must be the same capacity to provide the greatest storage space efficiency when drives are
grouped together into the same drive array.
• Drives in the same logical volume must be of the same type:
o ACU does not support mixing SAS and SATA drives in the same logical volume.
o ACU does not support mixing traditional drives and solid state drives (SSD) in the same logical
SCSI hard drive guidelines
• Each SCSI drive must have a unique ID.
• The system automatically sets all SCSI IDs.
• If only one SCSI hard drive is used, install it in the bay with the lowest number.
volume.
Common problem resolution 19
Page 20
• Drives must be the same capacity to provide the greatest storage space efficiency when drives are
•
•
•
•
•
•
grouped together into the same drive array.
Hard drive LED combinations
Hot-plug SCSI hard drive LED combinations
Activity
LED (1)
On, off,
or
flashing
On, off,
or
flashing
On or
flashing
On Off Off Do not remove the drive.
Flashing Flashing Flashing
Off Off On
Off Off Off One or more of the following conditions may exist:
Online
LED (2)
On or off Flashing A predictive failure alert has been received for this drive.
On Off The drive is online and is configured as part of an array.
Flashing Off
Fault
LED (3)
Interpretation
Replace the drive as soon as possible.
If the array is configured for fault tolerance and all other drives in
the array are online, and a predictive failure alert is received or a
drive capacity upgrade is in progress, you may replace the drive
online.
Do not remove the drive. Removing a drive may terminate the
current operation and cause data loss.
The drive is rebuilding or undergoing capacity expansion.
The drive is being accessed, but (1) it is not configured as part of
an array; (2) it is a replacement drive and rebuild has not yet
started; or (3) it is spinning up during the POST sequence.
Do not remove the drive. Removing a drive may cause data loss in
non-fault-tolerant configurations.
One or more of the following conditions may exist:
The drive is part of an array being selected by an array
configuration utility
Drive Identification has been selected in HP SIM
The drive firmware is being updated
The drive has been placed offline due to hard disk drive failure or
subsystem communication failure.
You may need to replace the drive.
The drive is not configured as part of an array
The drive is configured as part of an array, but it is a
replacement drive that is not being accessed or being rebuilt yet
The drive is configured as an online spare
If the drive is connected to an array controller, you may replace the
drive online.
SAS and SATA hard drive LED combinations
NOTE: Predictive failure alerts can occur only when the server is connected to a Smart Array
controller.
Common problem resolution 20
Page 21
Online/activity
LED (green)
On, off, or
flashing
On, off, or
flashing
On
On Off The drive is online, but it is not active currently.
Flashing regularly
(1 Hz)
Flashing regularly
(1 Hz)
Flashing
irregularly
Flashing
irregularly
Off Steadily amber
Off
Off Off
Fault/UID LED
(amber/blue)
Alternating amber
and blue
Steadily blue
Amber, flashing
regularly (1 Hz)
Amber, flashing
regularly (1 Hz)
Off
Amber, flashing
regularly (1 Hz)
Off The drive is active, and it is operating normally.
Amber, flashing
regularly (1 Hz)
Interpretation
The drive has failed, or a predictive failure alert has been
received for this drive; it also has been selected by a
management application.
The drive is operating normally, and it has been selected by a
management application.
A predictive failure alert has been received for this drive.
Replace the drive as soon as possible.
Do not remove the drive. Removing a drive may terminate the
current operation and cause data loss.
The drive is part of an array that is undergoing capacity
expansion or stripe migration, but a predictive failure alert has
been received for this drive. To minimize the risk of data loss,
do not replace the drive until the expansion or migration is
complete.
Do not remove the drive. Removing a drive may terminate the
current operation and cause data loss.
The drive is rebuilding, erasing, or it is part of an array that is
undergoing capacity expansion or stripe migration.
The drive is active, but a predictive failure alert has been
received for this drive. Replace the drive as soon as possible.
A critical fault condition has been identified for this drive, and
the controller has placed it offline. Replace the drive as soon as
possible.
A predictive failure alert has been received for this drive.
Replace the drive as soon as possible.
The drive is offline, a spare, or not configured as part of an
array.
Server updates with an HP Trusted Platform Module
and BitLocker™ enabled
When a TPM is installed and enabled in RBSU, and when the Microsoft® Windows® BitLocker™ Drive
Encryption feature is enabled, always disable BitLocker™ before performing any of the following
procedures:
• Restarting the computer for maintenance without a PIN or startup key
• Updating firmware (on page 82)
• Upgrading critical early boot components
• Upgrading the system board to replace or remove the TPM
• Disabling or clearing the TPM
Common problem resolution 21
Page 22
• Moving a BitLocker™-protected drive to another server
• Adding an optional PCI device, such as a storage controller or network adapter
Common problem resolution 22
Page 23
Diagnostic flowcharts
Troubleshooting flowcharts
To effectively troubleshoot a problem, HP recommends that you start with the first flowchart in this section,
"Start diagnosis flowchart (on page 25)," 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 25)." The General diagnosis flowchart is a generic troubleshooting process to be used
when the problem is not server-specific or is not easily categorized into the other flowcharts.
The available flowcharts include:
• Start diagnosis flowchart (on page 25)
• General diagnosis flowchart (on page 25)
• Power-on problems
o Server power-on problems flowchart (on page 27)
o p-Class server blade power-on problems flowchart (on page 29)
o c-Class server blade power-on problems flowchart (on page 29)
• POST problems flowchart (on page 30)
o Server and p-Class server blade POST problems flowchart (on page 31)
o c-Class server blade POST problems flowchart
• Operating system boot problems flowchart
• Server fault indications flowchart (on page 33)
o Server and p-Class server blade fault indications flowchart (on page 34)
o c-Class server blade fault indications flowchart
Troubleshooting flowchart reference websites
Each flowchart contains references to external websites. The following websites correspond to the
numbered websites in each flowchart:
1. HP Technical Support (http://www.hp.com/support)
Select your country and then follow the instructions to locate software, firmware, and drivers.
2. HP ProLiant maintenance and service guides:
o Business Support Center (http://www.hp.com/go/bizsupport)
Select Manuals. Under Servers, select ProLiant and tc series servers. Select the product, and then
locate the link for the maintenance and service guide.
o HP BladeSystem p-Class Support and Documents
(http://www.hp.com/products/servers/proliant-bl/p-class/info
)
Diagnostic flowcharts 23
Page 24
Under Product support, select the product. Select Manuals (guides, supplements, addendums,
etc). Under Service and maintenance information, locate the link for the maintenance and service
guide.
o HP BladeSystem c-Class Technical Documentation
(http://www.hp.com/go/bladesystem/documentation
)
Select Support, Drivers and Manuals, and then select the product. Select Manuals, and then
locate the link for the maintenance and service guide.
3. HP BladeSystem p-Class Support and Documents (http://www.hp.com/products/servers/proliant-
bl/p-class/info)
To locate the HP BladeSystem p-Class System Maintenance and Service Guide, select the product.
Select Manuals (guides, supplements, addendums, etc). Under Service and maintenance information,
locate the link for the document.
4. HP BladeSystem Power Sizer (http://www.hp.com/go/bladesystem/powercalculator)
Use the Power Sizer to plan your power infrastructure and meet the needs of an HP BladeSystem
solution.
5. Remote management (http://www.hp.com/servers/lights-out)
To locate the Integrated Lights-Out User Guide, select the product, and then select Support &
Documents. Select Manuals and locate the link to the document.
6. SmartStart Support and Documents (http://www.hp.com/support/smartstart/documentation)
In the User guides section, locate the link for the HP ROM-Based Setup Utility User Guide.
7. System Management homepage (https://localhost:2381)
Access consolidated system management information.
Diagnostic flowcharts 24
Page 25
Start diagnosis flowchart
Use the following flowchart to start the diagnostic process.
General diagnosis flowchart
Diagnostic flowcharts 25
Page 26
The General diagnosis flowchart provides 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.
Diagnostic flowcharts 26
Page 27
Power-on problems flowchart
Server power-on problems flowchart
Some servers have an internal health LED and an external health LED, while other servers have a single
system health LED. The system health LED provides the same functionality as the two separate internal and
external health LEDs. Depending on the model, the internal health LED and external health LED may either
appear solid or they may flash. Both conditions represent the same symptom.
For the location of server LEDs and information on their statuses, see the server documentation on the HP
website (http://www.hp.com/support
Symptoms:
• The server does not power on.
• The system power LED is off or amber.
• The external health LED is red, flashing red, amber, or flashing amber.
• The internal health LED is red, flashing red, amber, or flashing amber.
• The system health LED is red, flashing red, amber, or flashing amber.
).
Possible causes:
• Improperly seated or faulty power supply
• Loose or faulty power cord
• Power source problem
• Improperly seated component or interlock problem
Diagnostic flowcharts 27
Page 28
Diagnostic flowcharts 28
Page 29
p-Class server blade power-on problems flowchart
c-Class server blade power-on problems flowchart
For the location of server LEDs and information on their statuses, see the server documentation on the HP
website (http://www.hp.com/support
Symptoms:
• The server does not power on.
).
Diagnostic flowcharts 29
Page 30
• The system power LED is off or amber.
• The health LED is red or amber.
Possible causes:
• Improperly seated or faulty power supply
• Loose or faulty power cord
• Power source problem
• Improperly seated component or interlock problem
POST problems flowchart
Symptoms:
• Server does not complete POST
Diagnostic flowcharts 30
Page 31
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
Server and p-Class server blade POST problems flowchart
Diagnostic flowcharts 31
Page 32
c-Class server blade POST problems flowchart
Operating system boot problems flowchart
Symptoms:
• Server does not boot a previously installed OS
• Server does not boot SmartStart
Possible causes:
• Corrupted OS
• Hard drive subsystem problem
• Incorrect boot order setting in RBSU
Diagnostic flowcharts 32
Page 33
There are two ways to use SmartStart when diagnosing OS boot problems on a server blade:
• Use iLO to remotely attach virtual devices to mount the SmartStart CD onto the server blade.
• Use a local I/O cable and drive to connect to the server blade, and then restart the server blade.
Server fault indications flowchart
Symptoms:
• Server boots, but a fault event is reported by Insight Management Agents
Diagnostic flowcharts 33
Page 34
• Server boots, but the internal health LED, external health LED, or component 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 internal or external component
• Unsupported component installed
• Redundancy failure
• System overtemperature condition
Server and p-Class server blade fault indications flowchart
Some servers have an internal health LED and an external health LED, while other servers have a single
system health LED. The system health LED provides the same functionality as the two separate internal and
external health LEDs. Depending on the model, the internal health LED and external health LED may either
appear solid or they may flash. Both conditions represent the same symptom.
Diagnostic flowcharts 34
Page 35
For the location of server LEDs and information on their statuses, see the server documentation on the HP
website (http://www.hp.com/support
).
Diagnostic flowcharts 35
Page 36
c-Class server blade fault indications flowchart
Diagnostic flowcharts 36
Page 37
Hardware problems
Procedures for all ProLiant servers
The procedures in this section are comprehensive and include steps about or references to hardware
Power problems
Power source problems
features that may not be supported by the server you are troubleshooting.
Action:
1. Press the Power On/Standby button to be sure it is on. If the server has a Power On/Standby button
that returns to its original position after being pressed, be sure you press the switch firmly.
2. Plug another device into the grounded power outlet to be sure the outlet works. Also, be sure the
power source meets applicable standards.
3. Replace the power cord with a known functional power cord to be sure it is not faulty.
4. Replace the power strip with a known functional power strip to be sure it is not faulty.
5. Have a qualified electrician check the line voltage to be sure it meets the required specifications.
6. Be sure the proper circuit breaker is in the On position.
7. If group power capping is supported on the server, be sure there is sufficient power allocation to
support the server.
8. Be sure no loose connections exist ("Loose connections" on page 18).
Power supply problems
Action:
1. Be sure no loose connections exist ("Loose connections" on page 18).
2. If the power supplies have LEDs, be sure they indicate that each power supply is working properly.
If the LEDs indicate a problem with a power supply, replace the power supply. For more information,
see the server documentation on the HP website (http://www.hp.com/support
3. Be sure the system has enough power, particularly if you recently added hardware, such as hard
drives. Additional power supplies may be required. Check the system information from the IML.
).
For product-specific information, see the server documentation on the HP website
(http://www.hp.com/support
For more information, see the HP Power Advisor on the HP website
(http://www.hp.com/go/hppoweradvisor
4. If running a redundant configuration, be sure that all of the power supplies in the system are the
same. For a list of supported power supplies, see the server documentation on the HP website
(http://www.hp.com/support
).
).
).
Hardware problems 37
Page 38
UPS problems
UPS is not working properly
Action:
1. Be sure the UPS batteries are charged to the proper level for operation. See the UPS documentation
for details.
2. Be sure the UPS power switch is in the On position. See the UPS documentation for the location of
the switch.
3. Be sure the UPS software is updated to the latest version. Use the Power Management software
located on the Power Management CD.
4. Be sure the power cord is the correct type for the UPS and the country in which the server is located.
See the UPS reference guide for specifications.
5. Be sure the line cord is connected.
6. Be sure each circuit breaker is in the On position, or replace the fuse if needed. If this occurs
repeatedly, contact an authorized service provider.
7. Check the UPS LEDs to be sure a battery or site wiring problem has not occurred. See the UPS
documentation.
8. If the UPS sleep mode is initiated, disable sleep mode for proper operation. The UPS sleep mode
can be turned off through the configuration mode on the front panel.
9. Change the battery to be sure damage was not caused by excessive heat, particularly if a recent air
conditioning outage has occurred.
NOTE: The optimal operating temperature for UPS batteries is 25°C (77°F). For
approximately every 8°C to 10°C (16°F to 18°F) average increase in ambient temperature
above the optimal temperature, battery life is reduced by 50 percent.
Low battery warning is displayed
Action:
1. Plug the UPS into an AC grounded outlet for at least 24 hours to charge the batteries, and then test
the batteries. Replace the batteries if necessary.
2. Be sure the alarm is set appropriately by changing the amount of time given before a low battery
warning. Refer to the UPS documentation for instructions.
One or more LEDs on the UPS is red
Action: Refer to the UPS documentation for instructions regarding the specific LED to determine the cause
of the error.
Hardware problems 38
Page 39
General hardware problems
Problems with new hardware
Action:
1. Be sure the hardware being installed is a supported option on the server. For information on
supported hardware, see the server documentation.
If necessary, remove unsupported hardware.
2. To be sure the problem is not caused by a change to the hardware release, see the release notes
included with the hardware. If no documentation is available, see the HP support website
(http://www.hp.com/support
3. Be sure the new hardware is installed properly. To be sure all requirements are met, see the device,
server, and OS documentation.
Common problems include:
o Incomplete population of a memory bank
o Installation of a processor without a corresponding PPM
o Installation of a SCSI device without termination or without proper ID settings
).
o Setting of an IDE device to Primary/Secondary when the other device is set to CS
o Connection of the data cable, but not the power cable, of a new device
4. Be sure no memory, I/O, or interrupt conflicts exist.
5. Be sure no loose connections (on page 18) exist.
6. Be sure all cables are connected to the correct locations and are the correct lengths. For more
information, see the server documentation.
7. Be sure other components were not accidentally unseated during the installation of the new
hardware component.
8. 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 Smart Array controller, you need the latest Smart Array Controller device driver. Uninstall
any incorrect drivers before installing the correct drivers.
If the "Unsupported processor detected" message is displayed, update the system ROM to support
the installed processor. For more information, see "Unsupported processor stepping with Intel®
processors (on page 85)."
9. After installing or replacing boards or other options, run RBSU to be sure all system components
recognize the changes. If you do not run the utility, you may receive a POST error message
indicating a configuration error.
a. Check the settings in RBSU.
b. Save and exit the utility.
c. Restart the server.
For more information on RBSU, see the HP ROM-Based Setup Utility User Guide on the
Documentation CD or the HP website (http://www.hp.com/support/smartstart/documentation
10. Be sure all switch settings are set correctly. For additional information about required switch settings,
see the labels located on the inside of the server access panel or the server documentation.
).
Hardware problems 39
Page 40
11.
Be sure all boards are properly installed in the server.
12. To see if the utility recognizes and tests the device, run HP Insight Diagnostics (on page 75).
13. Uninstall the new hardware.
Unknown problem
Action:
1. Disconnect power to the server.
2. Following the guidelines and cautionary information in the server documentation, strip the server to
its most basic configuration by removing every card or device that is not necessary to start the
server. Keep the monitor connected to view the server startup process.
3. Reconnect power, and then power the system on.
o If the video does not work, refer to "Video problems (on page 53)."
CAUTION: Only authorized technicians trained by HP should attempt to remove the system
board. If you believe the system board requires replacement, contact HP Technical Support
("Contacting HP" on page 173) before proceeding.
o If the system fails in this minimum configuration, one of the primary components has failed. If you
have already verified that the processor, PPM, power supply, and memory are working before
getting to this point, replace the system board. If not, be sure each of those components is
working.
o If the system boots and video is working, add each component back to the server one at a time,
restarting the server after each component is added to determine if that component is the cause
of the problem. When adding each component back to the server, be sure to disconnect power
to the server and follow the guidelines and cautionary information in the server documentation.
Third-party device problems
Action:
1. Refer to the server and operating system documentation to be sure the server and operating system
support the device.
2. Be sure the latest device drivers are installed.
3. Refer to the device documentation to be sure the device is properly installed. For example, a third-
party PCI or PCI-X board may be required to be installed on the primary PCI or PCI-X bus,
Testing the device
respectively.
Action:
1. Uninstall the device.
If the server works with the device removed and uninstalled, a problem exists with the device, the
server does not support the device, or a conflict exists with another device.
2. If the device is the only device on a bus, be sure the bus works by installing a different device on the
bus.
3. Restarting the server each time to determine if the device is working, move the device:
Hardware problems 40
Page 41
a.
To a different slot on the same bus (not applicable for PCI Express)
b. To a PCI, PCI-X, or PCI Express slot on a different bus
c. 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. Reinsert the board into the original slot to verify.
4. 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.
CAUTION: Clearing NVRAM deletes the configuration information. Refer to the server
documentation for complete instructions before performing this operation or data loss could
5. Clearing NVRAM can resolve various problems. Clear the NVRAM, but do not use the backup .SCI
occur.
file if prompted. Have available any .CFG, .OVL, or .PCF files that are required.
Internal system problems
Battery pack problems
The battery stops charging or begins to swell
The batteries in BBWC battery packs are a consumable material. After 3 years of service, batteries may
not provide predictable data retention times. If a battery fails completely, the HP Smart Array controller
detects this condition and automatically restricts write cache functions to protect user data. To help ensure
uninterrupted performance levels, HP recommends replacing battery packs at 3-year intervals.
In NiMH batteries, the charging and discharging processes create and recombine inert gases, which can
cause the button cell to swell in size by as much as 20%. Battery packs are designed to stop charging
before excess swelling occurs.
However, if excess swelling does occur, a pressure mechanism within the button cell releases these nontoxic, non-corrosive gases before the cell incurs physical damage. If this pressure release occurs, the
battery no longer charges properly, and the storage solution reports a failed battery.
CD-ROM and DVD drive problems
System does not boot from the drive
Action:
1. Be sure the drive boot order in RBSU is set so that the server boots from the CD-ROM drive first.
2. If the CD-ROM drive jumpers are set to CS (the factory default), be sure the CD-ROM drive is
installed as device 0 on the cable so that it is in position for the server to boot from the drive.
3. Be sure no loose connections (on page 18) exist.
4. Be sure the media from which you are attempting to boot is not damaged and is a bootable CD.
5. If attempting to boot from a USB CD-ROM drive:
Hardware problems 41
Page 42
o
Refer to the operating system and server documentation to be sure both support booting from a
USB CD-ROM drive.
o Be sure legacy support for a USB CD-ROM drive is enabled in RBSU.
Data read from the drive is inconsistent, or drive cannot read data
Action:
1. Clean the drive and media.
2. If a paper or plastic label has been applied to the surface of the CD or DVD in use, remove the label
and any adhesive residue.
3. 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 only supports CDs.
Drive is not detected
Action:
1. Be sure no loose connections (on page 18) exist.
2. Refer to the drive documentation to be sure cables are connected as required.
3. Be sure the cables are working properly. Replace with known functional cables to test whether the
original cables were faulty.
4. Be sure the correct, current driver is installed.
Diskette drive problems
Diskette drive light stays on
Action:
1. Be sure no loose connections (on page 18) exist.
2. Be sure the diskette is not damaged. Run the diskette utility on the diskette (CHKDSK on some
systems).
3. Be sure the diskette is properly inserted. Remove the diskette and reinsert correctly into the drive.
A problem has occurred with a diskette transaction
Diskette drive cannot read a diskette
4. Be sure the diskette drive is cabled properly. Refer to the server documentation.
Action: Be sure the directory structure on the diskette is not bad. Run the diskette utility to check for
fragmentation (CHKDSK on some systems).
Action:
1. If the diskette is not formatted, format the diskette.
2. Check the type of drive you are using and be sure you are using the correct diskette type.
Hardware problems 42
Page 43
Drive is not found
Action: Be sure no loose connections (on page 18) exist with the drive.
Non-system disk message is displayed
Action:
1. Remove the non-system diskette from the drive.
2. Check for and disconnect any non-bootable USB devices.
Diskette drive cannot write to a diskette
Action:
1. If the diskette is not formatted, format the diskette.
2. Be sure the diskette is not write protected. If it is, use another diskette or remove the write protection.
3. Be sure you are attempting to write to the proper drive by checking the drive letter in the path
statement.
4. Be sure enough space is available on the diskette.
Drive problems (hard drives and solid state drives)
HP SIM reports a drive fault on a parallel SCSI hard drive managed by an HP
Smart Array controller
Action:
• If the drive fault LED is illuminated, see the drive LED combination tables in "Hard drive LED
combinations (on page 20)."
• If the drive fault LED is flashing, replace the hard drive. See the server maintenance and service
guide.
• If the drive fault LED is not flashing and the operating system supports HP Insight Diagnostics, version
7.40 or later ("HP Insight Diagnostics" on page 75), perform the following:
a. Run the Smart Array SCSI Diagnosis feature (on page 75).
b. Perform the actions recommended by the diagnosis report.
c. If the issue is still present, run ADU, version 7.31 or later ("Array diagnostic software" on page
76).
For ADU report analysis, contact HP support ("Contacting HP" on page 173).
• If the drive fault LED is not flashing and the operating system does not support HP Insight
Diagnostics, version 7.40 or later ("HP Insight Diagnostics" on page 75), insert the SmartStart CD
and run ADU, version 7.31 or later ("Array diagnostic software" on page 76). For ADU report
analysis, contact HP support ("Contacting HP" on page 173).
The fault LED is illuminated on a parallel SCSI hard drive managed by an HP
Smart Array controller
Action:
Hardware problems 43
Page 44
• If the drive fault LED is illuminated, see the drive LED combination tables in "Hard drive LED
combinations (on page 20)."
• If the drive fault LED is flashing, replace the hard drive. See the server maintenance and service
guide.
• If the drive fault LED is not flashing and the operating system supports HP Insight Diagnostics, version
7.40 or later ("HP Insight Diagnostics" on page 75), perform the following:
a. Run the Smart Array SCSI Diagnosis feature (on page 75).
b. Perform the actions recommended by the diagnosis report.
c. If the issue is still present, run ADU, version 7.31 or later ("Array diagnostic software" on page
76).
For ADU report analysis, contact HP support ("Contacting HP" on page 173).
• If the drive fault LED is not flashing and the operating system does not support HP Insight
Diagnostics, version 7.40 or later ("HP Insight Diagnostics" on page 75), insert the SmartStart CD
and run ADU, version 7.31 or later ("Array diagnostic software" on page 76). For ADU report
analysis, contact HP support ("Contacting HP" on page 173).
System completes POST but drive fails
Action:
1. Be sure no loose connections (on page 18) exist.
2. Be sure no device conflict exists.
3. Be sure the hard drive is cabled properly and terminated if necessary.
4. Be sure the hard drive data cable is working by replacing it with a known functional cable.
5. Be sure the access panel is installed properly when the server is operating. Drives may overheat and
cause sluggish response or drive failure.
6. Run Insight Diagnostics ("HP Insight Diagnostics" on page 75) and replace failed components as
indicated.
7. Run RBSU ("HP ROM-Based Setup Utility" on page 67) to verify that the boot controller order is set
properly.
No hard drives are recognized
Action:
1. Be sure no power problems (on page 37) exist.
2. Check for loose connections (on page 18).
3. Be sure that the controller supports the hard drives being installed.
4. Be sure the controller has the most recent firmware.
Hard drive is not recognized by the server
Hardware problems 44
Page 45
Action:
1. Check the hard drive LEDs to be sure they indicate normal function. For information on hard drive
LEDs, see hard drive LED combinations (on page 20). For server-specific hard drive LED information,
see the server documentation or the HP website (http://www.hp.com
2. Be sure no loose connections (on page 18) exist.
3. Be sure the correct drive controller drivers are installed.
4. Be sure the hard drive is configured properly:
a. To determine the proper configuration, see the hard drive documentation.
b. Remove the hard drive and be sure the configuration jumpers are set properly.
c. For a non-hot-plug hard drive, be sure a conflict does not exist with another hard drive. Check for
SCSI ID conflicts.
d. When using an array controller, be sure the hard drive is configured in an array. Run ACU
("Array Configuration Utility" on page 70).
A new hard drive is not recognized
Action:
1. Be sure the drive is supported. To determine drive support, see the server documentation or the HP
website (http://www.docs.hp.com
).
).
2. Be sure the drive bay is not defective by installing the hard drive in another bay.
3. Run HP Insight Diagnostics (on page 75). Then, replace failed components as indicated.
4. 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.
Data is inaccessible
Action:
1. Be sure the files are not corrupt. Run the repair utility for the operating system.
2. Be sure no viruses exist on the server. Run a current version of a virus scan utility.
3. When a TPM is installed and is being used with BitLocker™, be sure the TPM is enabled in RBSU
("HP ROM-Based Setup Utility" on page 67). See the TPM replacement recovery procedure in the
operating system documentation.
4. 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
Action:
1. Be sure the hard drive is not full. If needed, increase the amount of free space on the hard drive. HP
recommends that hard drives have a minimum of 15 percent free space.
2. Review information about the operating system encryption technology, which can cause a decrease
in server performance. For more information, see the operating system documentation.
Hardware problems 45
Page 46
SD card problems
System does not boot from the drive
Action:
1. Be sure the drive boot order in RBSU is set so that the server boots from the SD card.
2. Reseat the SD card.
USB drive key problems
System does not boot from the drive
Action:
1. Be sure that USB is enabled in RBSU.
2. Be sure the drive boot order in RBSU is set so that the server boots from the USB drive key.
3. Reseat the USB drive key.
Fan problems
General fan problems are occurring
Action:
1. 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.
c. Replace the access panels, and then attempt to restart the server.
2. Be sure the fan configuration meets the functional requirements of the server. Refer to the server
documentation.
3. Be sure no ventilation problems exist. If you have been operating the server for an extended period
of time with the access panel removed, airflow may have been impeded, causing thermal damage
to components. Refer to the server documentation for further requirements.
4. Be sure no POST error messages ("POST error messages and beep codes" on page 115) are
displayed while booting the server that indicate temperature violation or fan failure information.
Refer to the server documentation for the temperature requirements for the server.
5. Access the IML to see if any event list error messages (on page 157) relating to fans are listed.
6. Replace any required non-functioning fans and restart the server. Refer to the server documentation
for specifications on fan requirements.
7. Be sure all fan slots have fans or blanks installed. Refer to the server documentation for requirements.
8. Verify the fan airflow path is not blocked by cables or other material.
Hot-plug fan problems are occurring
Action:
Hardware problems 46
Page 47
1.
Check the LEDs to be sure the hot-plug fans are working. Refer to the server documentation for LED
information.
NOTE: For servers with redundant fans, backup fans may spin up periodically to test
functionality. This is part of normal redundant fan operation.
2. Be sure no POST error messages ("POST error messages and beep codes" on page 115) are
displayed.
3. Be sure hot-plug fan requirements are being met. Refer to the server documentation.
All fans in an HP BladeSystem c-Class enclosure are operating at a high speed
...while fans in the other enclosures are operating at normal speed.
Action:
If all fan LEDs are solid green, but the fans in this enclosure are operating at a higher speed than normal,
then access more information from the Onboard Administrator or iLO 3.
All fans in an HP ProLiant G6 server are not spinning or are not spinning at the
same speed
Action:
For all servers, access the IML. If no error messages are listed, then the fans are operating as designed. If
an error message is listed in the IML, then perform the suggested procedure to correct the error.
For all server blades, access more information from the Onboard Administrator or iLO 3.
HP Trusted Platform Module problems
Action: If the TPM fails and is no longer detected by RBSU, request a new system board and TPM board
from an HP authorized service provider ("Contacting HP technical support or an authorized reseller" on
page 173).
CAUTION: Any attempt to remove an installed TPM from the system board breaks or
disfigures the TPM security rivet. Upon locating a broken or disfigured rivet on an installed
TPM, administrators should consider the system compromised and take appropriate measures
When installing or replacing a TPM, observe the following guidelines:
to ensure the integrity of the system data.
• Do not remove an installed TPM. Once installed, the TPM becomes a permanent part of the system
board.
• When installing or replacing hardware, HP service providers cannot enable the TPM or the
encryption technology. For security reasons, only the customer can enable these features.
• When returning a system board for service replacement, do not remove the TPM from the system
board. When requested, HP Service provides a TPM with the spare system board.
• Any attempt to remove an installed TPM from the system board breaks or disfigures the TPM security
rivet. Upon locating a broken or disfigured rivet on an installed TPM, administrators should consider
the system compromised and take appropriate measures to ensure the integrity of the system data.
• When using BitLocker™, always retain the recovery key/password. The recovery key/password is
required to enter Recovery Mode after BitLocker™ detects a possible compromise of system integrity.
Hardware problems 47
Page 48
• HP is not liable for blocked data access caused by improper TPM use. For operating instructions, see
the encryption technology feature documentation provided by the operating system.
Memory problems
General memory problems are occurring
Action:
• Isolate and minimize the memory configuration. Use care when handling DIMMs ("DIMM handling
guidelines" on page 19).
o Be sure the memory meets the server requirements and is installed as required by the server.
Some servers may require that memory banks be populated fully or that all memory within a
memory bank must be the same size, type, and speed. To determine if the memory is installed
properly, see the server documentation.
o Check any server LEDs that correspond to memory slots.
o If you are unsure which DIMM has failed, test each bank of DIMMs by removing all other
DIMMs. Then, isolate the failed DIMM by switching each DIMM in a bank with a known working
DIMM.
o Remove any third-party memory.
• To test the memory, run HP Insight Diagnostics (on page 75).
Server is out of memory
Action:
1. Be sure the memory is configured properly. Refer to the application documentation to determine the
memory configuration requirements.
2. Be sure no operating system errors are indicated.
3. Be sure a memory count error ("Memory count error exists" on page 48) did not occur. Refer to the
message displaying memory count during POST.
Memory count error exists
Possible Cause: The memory modules are not installed correctly.
Action:
1. Be sure the memory modules are supported by the server. See the server documentation.
2. Be sure the memory modules have been installed correctly in a supported configuration. See the
server documentation.
3. Be sure the memory modules are seated properly ("DIMM handling guidelines" on page 19).
4. Be sure no operating system errors are indicated.
5. Restart the server and check to see if the error message is still displayed.
6. Run HP Insight Diagnostics (on page 75). Then, replace failed components as indicated.
Hardware problems 48
Page 49
Server fails to recognize existing memory
Action:
1. Reseat the memory. Use care when handling DIMMs ("DIMM handling guidelines" on page 19).
2. Be sure the memory is configured properly. See the server documentation.
3. Be sure a memory count error did not occur ("Memory count error exists" on page 48). See the
message displaying memory count during POST.
Server fails to recognize new memory
Action:
1. Be sure the memory is the correct type for the server and is installed according to the server
requirements. See the server documentation or HP website (http://www.hp.com
2. Be sure you have not exceeded the memory limits of the server or operating system. See the server
documentation.
3. Be sure no Event List error messages are displayed in the IML ("Integrated Management Log" on
page 76).
4. Be sure the memory is seated properly ("DIMM handling guidelines" on page 19).
).
5. Be sure no conflicts are occurring with existing memory. Run the server setup utility.
6. 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.
7. Replace the memory. See the server documentation.
Server fails to boot, all DIMM LEDs illuminate amber, ....
...the health LED is blinking red, the system emits continuous beeps, and an entry is logged to the Integrated
Management Log (IML)
Possible cause: The server is an HP ProLiant G6 server with 5500-series Xeon processors installed. The
DIMMs are not installed according to the server requirements.
Action: Be sure the memory is the correct type for the server and is installed according to the server
requirements.
• Do not mix Unbuffered and Registered PC3 DIMMs.
• Populate DIMM slots for a processor only if the processor is installed.
• If Unbuffered DIMMs are installed, each channel supports a maximum of two DIMMs.
• If quad-rank DIMMs are installed for a processor, a maximum of two DIMMs can be installed on
each channel for that processor.
• If a channel contains quad-rank DIMMs, the quad-rank DIMM must be installed first on that channel.
For more information, see the server documentation on the HP website (http://www.hp.com/support
If the system is configured with HP iLO 2 Firmware version 1.75, the IML message reports the following
message:
Uncorrectable Memory Error (Module Unknown)
This does NOT indicate a failed DIMM; this only indicates a DIMM configuration error.
).
Hardware problems 49
Page 50
If the system is configured with HP iLO 2 Firmware version 1.77 or later, the IML message reports the
following message:
Memory Configuration Error: System boot halted
For more information, see the server documentation on the HP website (http://www.hp.com/support
PPM problems
Action: If the PPMs are not integrated on the system board:
CAUTION: Do not operate the server for long periods with the access panel open or
removed. Operating the server in this manner results in improper airflow and improper
1. If applicable, check the PPM LEDs to identify if a PPM failure occurred. For information on LEDs, refer
cooling that can lead to thermal damage.
to the server documentation.
2. Reseat each PPM, and then restart the server.
3. If reseating the PPMs is not effective, remove all but one PPM, restart the server to see if the PPM is
working, and then install each PPM individually, cycling power each time. Follow the warnings and
cautionary information in the server documentation.
Processor problems
Action:
1. If applicable, check the processor LEDs to identify if a PPM failure occurred. For LED information, see
the server documentation.
).
2. Be sure each processor is supported by the server and is installed properly. For processor
requirements, see the server documentation.
3. Be sure the server ROM is current.
If an "unsupported processor detected" message is displayed, see "Unsupported processor stepping
with Intel® processors (on page 85)."
4. Be sure you are not mixing processor stepping, core speeds, or cache sizes if this is not supported
on the server. For more information, see the server documentation.
CAUTION: Removal of some processors and heatsinks require special considerations for
replacement, while other processors and heatsinks are integrated and cannot be reused once
separated. For specific instructions for the server you are troubleshooting, refer to processor
5. If the server has only one processor installed, replace it with a known functional processor. If the
information in the server user guide.
problem is resolved after you restart the server, the original processor failed.
6. 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. If the server includes PPMs that are not integrated on the system board, remove all PPMs from the
server except for the PPM associated with the remaining processor.
c. Replace the remaining processor with a known functional processor. If the problem is resolved
after you restart the server, a fault exists with one or more of the original processors. Install each
Hardware problems 50
Page 51
processor and its associated PPM (if applicable) one by one, restarting each time, to find the
faulty processor or processors. At each step, be sure the server supports the processor
configurations.
Tape drive problems
The following sections include the most common tape drive issues. Actions are listed in the order that they
should be tried. If the issue is resolved, it is not necessary to complete the remaining actions.
All actions may not apply to all tape drives.
For detailed tape drive guided troubleshooting information, see the HP website
(http://www.hp.com/support/gts
To download HP StorageWorks Library and Tape Tools, see the HP website
(http://www.hp.com/support/tapetools
).
).
For more information about common tasks, see the HP website (http://www.hp.com/support/lttfaq
Stuck tape issue
Action:
1. Manually press the Eject button. Allow up to 10 minutes for the tape to rewind and eject.
2. Perform a forced eject:
a. Press and hold the Eject button for at least 10 seconds.
b. Allow up to 10 minutes for the tape to rewind and eject. The green Ready LED should flash.
3. Power cycle the drive. Allow up to 10 minutes for the drive to become ready again.
4. Check for conflicts in backup software services.
5. Check the SCSI/HBA/Driver configuration of the drive.
6. Inspect media and cables, and discard any that are faulty or damaged.
7. Contact HP support ("Contacting HP technical support or an authorized reseller" on page 173).
Read/write issue
Action:
1. Run the Drive Assessment Test in HP StorageWorks Library and Tape Tools.
CAUTION: Running the Drive Assessment Test overwrites the tape. If it is not possible to
2. Run the Media Assessment Test in HP StorageWorks Library and Tape Tools. This is a read-only test.
overwrite the tape, run the logs-based Device Analysis Test instead.
).
Backup issue
Action:
1. Run the Drive Assessment Test in HP StorageWorks Library and Tape Tools.
CAUTION: Running the Drive Assessment Test overwrites the tape. If it is not possible to
2. Check the backup logs.
overwrite the tape, run the logs-based Device Analysis Test instead.
Hardware problems 51
Page 52
3.
Verify that a supported configuration is being used.
4. Check for media damage:
o Incorrect label placement
o Broken, missing, or loose leader pin
o Damaged cartridge seam
o Usage in incorrect environment
5. Check for software issues:
a. Check the backup software.
b. Check that virus scanning software is not scheduled to run at the same time as the back-up.
6. Verify that a tape can be formatted.
Media issue
Action:
1. Verify that the correct media part number is being used.
2. Pull a support ticket using HP StorageWorks Library and Tape Tools.
o Look for issues in the cartridge health section.
o Look for issues in the drive health section.
3. Run the Media Assessment Test in HP StorageWorks Library and Tape Tools.
4. Check for media damage:
o Incorrect label placement
o Broken, missing, or loose leader pin
o Damaged cartridge seam
o Usage in incorrect environment
5. Check if the Tape Error LED is flashing:
a. Reload the suspect tape. If the Tape Error LED stops flashing, the problem has cleared.
b. Load a new or known good tape. If the Tape Error LED stops flashing, the problem has cleared.
c. Reload the suspect tape. If the Tape Error LED flashes, discard the suspect media as faulty.
6. Discard any media that has been used at temperatures greater than 45°C (113ºF) or less than 5ºC
(41ºF).
Graphics and video adapter problems
General graphics and video adapter problems are occurring
Action:
• Use only cards listed as a supported option for the server. For a complete list of supported options,
see the server documentation on the HP website (http://www.hp.com/support
• Be sure that the server has adequate power to support the video or graphic option. Some high-
power adapters require specific cabling, fans, or power. For more information, see the
documentation that ships with the option, or see the server documentation on the HP website
(http://www.hp.com/support
).
).
Hardware problems 52
Page 53
• Be sure the adapter is seated properly.
System open circuits and short circuits
Action:
CAUTION: Do not operate the server for long periods with the access panel open or
removed. Operating the server in this manner results in improper airflow and improper
1. Check the server LEDs to see if any statuses indicate the source of the problem. For LED information,
2. Remove all power sources to the server.
3. Be sure no loose connections (on page 18) exist in the area.
4. Be sure each component in the area is working. Refer to the section for each component in this
If you cannot determine the problem by checking the specific area, perform each of the following actions.
Restart the server after each action to see if the problem has been corrected.
• Reseat all I/O expansion boards.
• Be sure no loose connections (on page 18) exist in the rest of the server, particularly with the cables
cooling that can lead to thermal damage.
refer to the server documentation.
guide.
that connect to the system board.
• Be sure no foreign material exists, such as screws, bits, or slot bracket blanks, that may be short
circuiting components.
External device problems
Video problems
Screen is blank for more than 60 seconds after you power up the server
Action:
1. Be sure the monitor power cord is plugged into a working grounded (earthed) AC outlet.
2. Power up the monitor and be sure the monitor light is on, indicating that the monitor is receiving
power.
3. Be sure the monitor is cabled to the intended server or KVM connection.
4. Be sure no loose connections (on page 18) exist.
o For rack-mounted servers, check the cables to the KVM switch and be sure the switch is correctly
set for the server. You may need to connect the monitor directly to the server to be sure the KVM
switch has not failed.
o For tower model servers, check the cable connection from the monitor to the server, and then
from the server to the power outlet.
5. Press any key, or type the password, and wait a few moments for the screen to activate to be sure
the energy saver feature is not in effect.
Hardware problems 53
Page 54
6.
Be sure the video driver is current. Refer to the third-party video adapter documentation for driver
requirements.
7. Be sure a video expansion board, such as a RILOE board, has not been added to replace onboard
video, making it seem like the video is not working. Disconnect the video cable from the onboard
video, and then reconnect it to the video jack on the expansion board.
NOTE: All servers automatically bypass onboard video when a video expansion board is
present.
8. Press any key, or type the password, and wait 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. Refer to the server documentation.
9. If the video expansion board is installed in a PCI hot-plug slot, be sure the slot has power by
checking the power LED on the slot, if applicable. Refer to the server documentation.
10. Be sure the server and the OS support the video expansion board.
Monitor does not function properly with energy saver features
Action: Be sure the monitor supports energy saver features, and if it does not, disable the features.
Video colors are wrong
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.
Slow-moving horizontal lines are displayed
Action: Be sure magnetic field interference is not occurring. Move the monitor away from other monitors
or power transformers.
Mouse and keyboard problems
Action:
1. Be sure no loose connections (on page 18) exist. If a KVM switching device is in use, be sure the
server is properly connected to the switch.
o For rack-mounted servers, check the cables to the switch box and be sure the switch is correctly
set for the server.
o For tower model servers, check the cable connection from the input device to the server.
2. If a KVM switching device is in use, be sure all cables and connectors are the proper length and are
supported by the switch. Refer to the switch documentation.
3. Be sure the current drivers for the operating system are installed.
4. Be sure the device driver is not corrupted by replacing the driver.
5. Restart the system and check whether the input device functions correctly after the server restarts.
Hardware problems 54
Page 55
6.
Replace the device with a known working equivalent device (another similar mouse or keyboard).
o If the problem still occurs with the new mouse or keyboard, the connector port on the system I/O
board is defective. Replace the board.
o If the problem no longer occurs, the original input device is defective. Replace the device.
7. 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.
8. Be sure the keyboard or mouse is clean.
Audio problems
Action: Be sure the server speaker is connected. Refer to the server documentation.
Printer problems
Printer does not print
Action:
1. Be sure the printer is powered up and online.
2. Be sure no loose connections (on page 18) exist.
3. Be sure the correct printer drivers are installed.
Printer output is garbled
Action: Be sure the correct printer drivers are installed.
Cable problems
Drive errors, retries, timeouts, and unwarranted drive failures when using an older
Mini SAS cable
Action: The Mini SAS connector life expectancy is 250 connect/disconnect cycles (for external, internal,
and cable Mini SAS connectors). If using an older cable that could be near the life expectancy, replace
the Mini SAS cable.
Local I/O cable problems
NOTE: The local I/O cable is used only with HP ProLiant p-Class server blades.
Action: If the local I/O cable does not have hot-plug functionality, be sure you are not using a PS/2
keyboard or mouse. With a PS/2 keyboard or mouse, the local I/O cable cannot be connected as a hotplug device. Connect the local I/O cable before booting the server, or switch to USB devices (if
supported) to use the local I/O cable hot-plug functionality.
Hardware problems 55
Page 56
Modem problems
No dial tone exists
Action:
1. Be sure the cables are plugged in as specified in the modem documentation.
2. Connect a working telephone directly to the wall jack, and then test the line for a dial tone.
3. If no dial tone is detected, the phone line is not working. Contact the local telephone company and
No response occurs when you type AT commands
arrange to correct the problem.
Action: Reconfigure the COM port address for the modem.
1. Be sure the communications software is set to the COM port to which the modem is connected.
2. Check IRQ settings in the software and on the modem to be sure no conflict exists.
3. Type AT&F at the command prompt to reset the modem to factory-default settings.
4. Be sure you are in terminal mode and not MS-DOS mode.
5. Refer to the HP website (http://www.hp.com) for a complete list of AT commands.
AT commands are not visible
Action: Set the echo command to On using the AT command ATE.
Data is displayed as garbled characters after the connection is established
Action:
1. Be sure both modems have the same settings, including speed, data, parity, and stop bits.
2. Be sure the software is set for the correct terminal emulation.
a. Reconfigure the software correctly.
b. Restart the server.
c. Run the communications software, checking settings and making corrections where needed.
d. Restart the server, and then reestablish the modem connection.
Modem does not answer an incoming call
Action:
1. Enable the auto-answer option in the communications software.
2. Be sure an answering machine is not answering the line before the modem is able to answer.
a. Turn off the answering machine.
or
Reconfigure the auto-answer option to respond in fewer rings than the answering machine.
b. Restart the server, and then reattempt the connection.
Hardware problems 56
Page 57
Modem does not connect to another modem
Action:
1. Be sure a dial tone exists.
2. Be sure the line is not in use at another extension before using it.
3. Be sure you are dialing the correct telephone number.
4. Be sure the modem on the other end is working.
Modem disconnects while online
Action:
1. Be sure no loose connections (on page 18) exist.
2. Be sure no line interference exists. Retry the connection by dialing the number several times. If
conditions remain poor, contact the telephone company to have the line tested.
3. Be sure an incoming call is not breaking the connection due to call waiting. Disable call waiting,
and then reestablish the connection.
AT command initialization string is not working
Action: Use the most basic string possible to perform the task. The default initialization string is
AT&F&C1&D2&K3.
Connection errors are occurring
Action:
1. Check the maximum baud rate for the modem to which you are connecting, and then change the
baud rate to match.
2. If the line you are accessing requires error control to be turned off, do so using the AT command
AT&Q6%C0.
3. Be sure no line interference exists. Retry the connection by dialing the number several times. If
conditions remain poor, contact the telephone company to have the line tested.
4. Be sure the modem is current and compliant with CCITT and Bell standards. Replace with a
supported modem if needed.
You are unable to connect to an online subscription service
Action:
1. If the line you are accessing requires error control to be turned off, do so using the AT command
AT&Q6%C0.
2. If the ISP you are accessing requires access at a decreased baud rate, reconfigure the
communications software to correct the connection baud rate to match the ISP.
3. If this does not work, force a slower baud rate (14400 baud) with the AT command
AT&Q6N0S37=11.
Hardware problems 57
Page 58
You are unable to connect at 56 Kbps
Action:
1. Find out the maximum baud rate at which the ISP connects, and change the settings to reflect this.
Reattempt to connect at a lower baud rate.
2. Be sure no line interference exists. Retry the connection by dialing the number several times. If
conditions remain poor, contact the telephone company to have the line tested.
Network controller problems
Network controller is installed but not working
Action:
1. Check the network controller LEDs to see if any statuses indicate the source of the problem. For LED
information, refer to the network controller documentation.
2. Be sure no loose connections (on page 18) exist.
3. Be sure the network cable is working by replacing it with a known functional cable.
4. Be sure a software problem has not caused the failure. Refer to the operating system documentation
for guidelines on adding or replacing PCI Hot Plug devices, if applicable.
5. Be sure the server and operating system support the controller. Refer to the server and operating
system documentation.
6. Be sure the controller is enabled in RBSU.
7. Check the PCI Hot Plug power LED to be sure the PCI slot is receiving power, if applicable.
8. Be sure the server ROM is up to date.
9. Be sure the controller drivers are up to date.
10. Be sure a valid IP address is assigned to the controller and that the configuration settings are correct.
11. Run Insight Diagnostics ("HP Insight Diagnostics" on page 75) and replace failed components as
indicated.
Network controller has stopped working
Action:
1. Check the network controller LEDs to see if any statuses indicate the source of the problem. For LED
information, refer to the network controller documentation.
2. Be sure the correct network driver is installed for the controller and that the driver file is not
corrupted. Reinstall the driver.
3. Be sure no loose connections (on page 18) exist.
4. Be sure the network cable is working by replacing it with a known functional cable.
5. Check the PCI Hot Plug power LED to be sure the PCI slot is receiving power, if applicable.
6. Be sure the network controller is not damaged.
7. Run Insight Diagnostics ("HP Insight Diagnostics" on page 75) and replace failed components as
indicated.
Hardware problems 58
Page 59
Network controller stopped working when an expansion board was added
Action:
1. Be sure no loose connections (on page 18) exist.
2. Be sure the server and operating system support the controller. Refer to the server and operating
system documentation.
3. Be sure the new expansion board has not changed the server configuration, requiring reinstallation
of the network driver.
a. Uninstall the network controller driver for the malfunctioning controller in the operating system.
b. Restart the server and run RBSU. Be sure the server recognizes the controller and that resources
are available for the controller.
c. Restart the server, and then reinstall the network driver.
4. Refer to the operating system documentation to be sure the correct drivers are installed.
5. Refer to the operating system documentation to be sure that the driver parameters match the
configuration of the network controller.
Problems are occurring with the network interconnect blades
Action: Be sure the network interconnect blades are properly seated and connected.
Expansion board problems
System requests recovery method during expansion board replacement
When replacing an expansion board on a BitLocker™-encrypted server, always disable BitLocker™
before replacing the expansion board. If BitLocker™ is not disabled, the system requests the recovery
method selected when BitLocker™ was configured. Failure to provide the correct recovery password or
passwords results in loss of access to all encrypted data.
Be sure to enable BitLocker™ after the installation is complete.
For information on BitLocker™, see BitLocker™ for Servers on the Microsoft website
(http://www.microsoft.com
).
Hardware problems 59
Page 60
Software problems
The best sources of information for software problems are the operating system and application software
documentation, which may also point to fault detection tools that report errors and preserve the system
configuration.
Other useful resources include HP Insight Diagnostics (on page 75) and HP SIM. Use either utility to
gather critical system hardware and software information and to help with problem diagnosis.
IMPORTANT: This guide provides information for multiple servers. Some information may not
apply to the server you are troubleshooting. Refer to the server documentation for information
on procedures, hardware options, software tools, and operating systems supported by the
Refer to "Software tools and solutions (on page 67)" for more information.
server.
Operating system problems and resolutions
Operating system problems
Operating system locks up
General protection fault occurs
Action: Scan for viruses with an updated virus scan utility.
A general protection fault, or general protection error, occurs when the Microsoft operating system
terminates suddenly with an error, including but not limited to:
• Miscalculating the amount of RAM needed for an allocation
• Transferring execution to a segment that is not executable
• Writing to a read-only or a code segment
• Loading a bad value into a segment register
• Using a null pointer
A GPF is immediately identifiable by a blue screen with white text, and the text may contain information
that identifies the problem.
Action:
• Remove any newly installed software or hardware to verify that they are not the cause.
• Boot the server in Safe Mode or Last Known Good Configuration.
If neither of these actions resolve the problem, contact an authorized service provider ("Contacting HP
technical support or an authorized reseller" on page 173). For more information about debugging tools
or specific GPF messages, refer to the Microsoft website
(http://www.microsoft.com/whdc/devtools/debugging/default.mspx
).
Software problems 60
Page 61
Errors are displayed in the error log
Action: Follow the information provided in the error log, and then refer to the operating system
documentation.
Problems occur after the installation of a service pack
Action: Follow the instructions for updating the operating system ("Operating system updates" on page
61).
NetWare attempts to load MEGA4 XX.HAM or 120PCI.HAM during installation,
and a RILOE II board is installed
Action: No action is required. This occurrence does not impact the installation of NetWare.
During installation of Sun Solaris, the system locks up or a panic error occurs
Action: Disable ACPI support in Sun Solaris. Refer to the Sun website (http://www.sun.com
documentation on how to disable ACPI.
) for
Operating system issues with Intel® dual-core processors (Hyper-Threading
enabled)
Some versions of Microsoft® Windows® and distributions of Linux may hang during OS installation, fail
to complete OS installation, or fail to boot after installation on servers with either three or four Intel® dualcore processors installed.
Action:
Microsoft® Windows Server™ 2003-based media
• System may hang during installation or during boot. Windows Server™ 2003 SP1 Slipstream does
not exhibit this issue.
• If SP1 Slipstream media is not available, the base media installation can be performed using one of
the following methods:
o Install the OS with only one or two processor(s)
o Disable Hyper-Threading in RBSU, then apply SP1 before adding the additional processor(s) and
re-enabling Hyper-Threading
Linux distributions
• Additional information and the appropriate solutions for the Linux distributions (if any) can be found
at the HP website (http://h18004.www1.hp.com/products/servers/linux/processor-notes.html
Operating system updates
Use care when applying operating system updates (Service Packs, hotfixes, and patches). Before
updating the operating system, read the release notes for each update. If you do not require specific fixes
from the update, it is recommended that you do not apply the updates. Some updates overwrite files
specific to HP.
).
Software problems 61
Page 62
If you decide to apply an operating system update:
1. Perform a full system backup.
2. Apply the operating system update, using the instructions provided.
3. Install the current drivers.
If you apply the update and have problems, locate files to correct the problems on the HP website
(http://www.hp.com/support
).
Restoring to a backed-up version
If you recently upgraded the operating system or software and cannot resolve the problem, you can 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 problem, you can restore the current
set to be sure you do not lose additional functionality.
Refer to the documentation provided with the backup software.
When to Reconfigure or Reload Software
If all other options have not resolved the problem, consider reconfiguring the system. Before you take this
step:
1. Weigh the projected downtime of a software reload against the time spent troubleshooting
intermittent problems. It may be advantageous to start over by removing and reinstalling the problem
software, or in some cases by using the System Erase Utility and reinstalling all system software.
CAUTION: Perform a backup before running the System Erase Utility. The utility sets the
system to its original factory state, deletes the current hardware configuration information,
including array setup and disk partitioning, and erases all connected hard drives completely.
2. Be sure the server has adequate resources (processor speed, hard drive space, and memory) for the
3. Be sure the server ROM is current and the configuration is correct.
4. Be sure you have printed records of all troubleshooting information you have collected to this point.
5. Be sure you have two good backups before you start. Test the backups using a backup utility.
6. Check the operating system and application software resources to be sure you have the latest
Refer to the instructions for using this utility.
software.
information.
7. If the last-known functioning configuration does not work, try to recover the system with operating
system recovery software:
o Microsoft® operating systems:
Windows Server™ 2003—Automated System Recovery Diskette. If the operating system was
factory-installed, click Start>All Programs>Accessories>System Tools to access the backup utility.
Refer to the operating system documentation for more information.
Windows® 2000—Emergency Repair Diskette. If the operating system was factory-installed,
click Start>Programs>System Tools to access the Emergency Repair Disk Utility. Refer to the
operating system documentation for more information.
o Novell NetWare—Repair traditional volumes with VREPAIR. On NetWare 5.X systems, repair
NSS volumes with the NSS menu command, and on NetWare 6 systems, repair NSS volumes
Software problems 62
Page 63
using the NSS/PoolVerify command followed by the NSS/PoolRebuild command, if
necessary. Refer to the NetWare documentation for more information.
o Caldera UnixWare and SCO OpenServer from Caldera—Emergency boot diskette. Refer to the
Caldera UnixWare or SCO OpenServer from Caldera documentation for more information.
o Sun Solaris—Device Configuration Assistant boot diskette. Refer to the Solaris documentation for
more information.
o IBM OS/2—Power up the server from the startup diskettes. Refer to the OS/2 documentation for
more information.
o Linux—Refer to the operating system documentation for information.
Linux operating systems
For troubleshooting information specific to Linux operating systems, refer to the Linux for ProLiant website
(http://h18000.www1.hp.com/products/servers/linux
).
Application software problems
Software locks up
Action:
1. Check the application log and operating system log for entries indicating why the software failed.
2. Check for incompatibility with other software on the server.
3. Check the support website of the software vendor for known problems.
4. Review log files for changes made to the server which may have caused the problem.
Errors occur after a software setting is changed
5. Scan the server for viruses with an updated virus scan utility.
Action: Check the system logs to determine what changes were made, and then change settings to the
original configuration.
Errors occur after the system software is changed
Action: Change settings to the original configuration. If more than one setting was changed, change the
settings one at a time to isolate the cause of the problem.
Errors occur after an application is installed
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 may need to obtain the
settings from the server setup utility and manually set the software switches. Refer to the application
documentation, the vendor website, or both.
Software problems 63
Page 64
• Check for overwritten files. Refer to the application documentation to find out which files are added
by the application.
• Reinstall the application.
• Be sure you have the most current drivers.
ROM problems
Remote ROM flash problems
General remote ROM flash problems are occurring
Action: Be sure you follow these requirements for using the Remote ROM flash utility:
• A local administrative client system that is running the Microsoft® Windows NT® 4.0,
Windows® 2000, or Windows Server™ 2003 operating system
• One or more remote servers with system ROMs requiring upgrade
• An administrative user account on each target system. The administrative account must have the
same username and password as the local administrative client system.
• All target systems are connected to the same network and use protocols that enable them to be seen
from the administrative client.
• Each target system has a system partition that is at least 32 MB in size.
• Verification that the ROM version to which you are upgrading can be used for all the servers or
array controllers that you are upgrading.
• Follow the instructions for the Remote ROM Flash procedure that accompany the software.
Command-line syntax error
If the correct command-line syntax is not used, an error message describing the incorrect syntax is
displayed and the program exits. Correct the syntax, and then restart the process.
Access denied on target computer
If you specify a networked target computer for which you do not have administrative privileges, an error
message is displayed describing the problem, and then the program exits. Obtain administrative
privileges for the target computer, and then restart the process. Be sure the remote registry service is
running on a Windows®-based system.
Invalid or incorrect command-line parameters
If incorrect parameters are passed into command-line options, an error message describing the invalid or
incorrect parameter is displayed and the program exits (Example: Invalid source path for system
configuration or ROMPaq files). Correct the invalid parameter, and then restart the process.
Software problems 64
Page 65
Network connection fails on remote communication
Because network connectivity cannot be guaranteed, it is possible for the administrative client to become
disconnected from the target server during the ROM flash preparation. If any remote connectivity
procedure fails during the ROM flash online preparation, the ROM flash does not occur for the target
system. An error message describing the broken connection displays and the program exits. Attempt to
ascertain and correct the cause of connection failure, and then restart the process.
Failure occurs during ROM flash
After the online flash preparation has been successfully completed, the system ROM is flashed offline. The
flash cannot be interrupted during this process, or the ROM 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. Initiate
ROMPaq disaster recovery procedures.
Target system is not supported
If the target system is not listed in the supported servers list, an error message appears and the program
exits. Only supported systems can be upgraded using the Remote ROM Flash utility. To determine if the
server is supported, see the HP website (http://www.hp.com/support
).
System requests recovery method during a firmware update
When updating the firmware on a BitLocker™-encrypted server, always disable BitLocker™ before
updating the firmware. If BitLocker™ is not disabled, the system requests the recovery method selected
when BitLocker™ was configured. Failure to provide the correct recovery password or passwords results
in loss of access to all encrypted data.
If BitLocker™ is configured to measure option ROMs, you must follow the firmware upgrade steps in
"Updating firmware (on page 82)." BitLocker™ can be configured to measure the following option
ROMs:
• iLO 2
• NIC
• Smart Array storage
• Standup HBAs
Be sure to enable BitLocker™ after the firmware updates are complete.
For information on performing ROM updates, see "Firmware maintenance (on page 80)."
For information on BitLocker™, see BitLocker™ for servers on the Microsoft website
(http://www.microsoft.com
).
Boot problems
Server does not boot
Possible cause:
• The system ROMPaq flash fails.
• The system ROM is corrupt.
Software problems 65
Page 66
• The server fails to boot after a SYSROM update using ROMPaq.
Action:
Servers (non-blades)
If the system ROM is corrupted, the system automatically switches to the redundant ROM in most cases. If
the system does not automatically switch to the redundant ROM, perform the following steps:
1. Power down the server.
2. Remove the server from the rack, if necessary.
3. Remove the access panel.
4. Change positions 1, 5, and 6 of the system maintenance switch to on.
5. Install the access panel.
6. Install the server into the rack.
7. Power up the server.
8. After the system beeps, repeat steps 1 through 3.
9. Change positions 1, 5, and 6 of system maintenance switch to off.
10. Repeat steps 5 and 6.
If both the current and backup versions of the ROM are corrupt, return the system board for a service
replacement.
To switch to the backup ROM when the System ROM is not corrupt, use RBSU ("HP ROM-Based Setup
Utility" on page 67).
Server blades
If the system ROM is corrupted, the system automatically switches to the redundant ROM in most cases. If
the system does not automatically switch to the redundant ROM, perform the following steps:
1. Power down the server.
2. Remove the server.
3. Remove the access panel.
4. Change positions 1, 5, and 6 of the system maintenance switch to on.
5. Install the access panel.
6. Install the server in the enclosure and power up the server.
7. After the system beeps, repeat steps 1 through 3.
8. Change positions 1, 5, and 6 of system maintenance switch to off.
9. Repeat steps 5 and 6.
If both the current and backup versions of the ROM are corrupt, return the system board for a service
replacement.
To switch to the backup ROM when the System ROM is not corrupt, use RBSU ("HP ROM-Based Setup
Utility" on page 67).
Software problems 66
Page 67
Software tools and solutions
Configuration tools
SmartStart software
SmartStart is a collection of software that optimizes single-server setup, providing a simple and consistent
way to deploy server configuration. SmartStart has been tested on many ProLiant server products,
resulting in proven, reliable configurations.
SmartStart assists the deployment process by performing a wide range of configuration activities,
including:
• Preparing the system for installing "off-the-shelf" versions of leading operating system software
• Installing optimized server drivers, management agents, and utilities automatically with every
assisted installation
• Testing server hardware using the Insight Diagnostics Utility ("HP Insight Diagnostics" on page 75)
• Installing software drivers directly from the CD. With systems that have Internet connection, the
SmartStart Autorun Menu provides access to a complete list of ProLiant system software.
• Enabling access to the Array Configuration Utility (on page 70) and Erase Utility (on page 74)
SmartStart is included in the HP Insight Foundation suite for ProLiant. For more information about
SmartStart software, see the HP Insight Foundation suite for ProLiant or the HP website
(http://www.hp.com/go/foundation
SmartStart Scripting Toolkit
The SmartStart Scripting Toolkit is a server deployment product that delivers an unattended automated
installation for high-volume server deployments. The SmartStart Scripting Toolkit is designed to support
ProLiant BL, ML, DL, and 100 series servers. The toolkit includes a modular set of utilities and important
documentation that describes how to apply these new tools to build an automated server deployment
process.
Using SmartStart technology, the Scripting Toolkit provides a flexible way to create standard server
configuration scripts. These scripts are used to automate many of the manual steps in the server
configuration process. This automated server configuration process cuts time from each deployment,
making it possible to scale server deployments to high volumes in a rapid manner.
For more information, and to download the SmartStart Scripting Toolkit, see the HP website
(http://www.hp.com/servers/sstoolkit
).
).
HP ROM-Based Setup Utility
RBSU is a configuration utility embedded in ProLiant servers that performs a wide range of configuration
activities that can include the following:
Software tools and solutions 67
Page 68
• Configuring system devices and installed options
• Enabling and disabling system features
• Displaying system information
• Selecting the primary boot controller
• Configuring memory options
• Language selection
For more information on RBSU, see the HP ROM-Based Setup Utility User Guide on the Documentation CD
or the HP website (http://www.hp.com/support/smartstart/documentation
Using RBSU
To use RBSU, use the following keys:
• To access RBSU, press the F9 key during power-up when prompted.
• To navigate the menu system, use the arrow keys.
• To make selections, press the Enter key.
• To access Help for a highlighted configuration option, press the F1 key.
Default configuration settings are applied to the server at one of the following times:
).
IMPORTANT: RBSU automatically saves settings when you press the Enter key. The utility does
not prompt you for confirmation of settings before you exit the utility. To change a selected
setting, you must select a different setting and press the Enter key.
• Upon the first system power-up
• After defaults have been restored
Default configuration settings are sufficient for proper typical server operation, but configuration settings
can be modified using RBSU. The system will prompt you for access to RBSU with each power-up.
Auto-configuration process
The auto-configuration process automatically runs when you boot the server for the first time. During the
power-up sequence, the system ROM automatically configures the entire system without needing any
intervention. During this process, the ORCA utility, in most cases, automatically configures the array to a
default setting based on the number of drives connected to the server.
NOTE: The server may not support all the following examples.
NOTE: If the boot drive is not empty or has been written to in the past, ORCA does not
Drives installed Drives used RAID level
1 1 RAID 0
2 2 RAID 1
3, 4, 5, or 6 3, 4, 5, or 6 RAID 5
More than 6 0 None
automatically configure the array. You must run ORCA to configure the array settings.
Software tools and solutions 68
Page 69
To change any ORCA default settings and override the auto-configuration process, press the F8 key when
prompted.
By default, the auto-configuration process configures the system for the English language. To change any
default settings in the auto-configuration process (such as the settings for language, operating system, and
primary boot controller), execute RBSU by pressing the F9 key when prompted. After the settings are
selected, exit RBSU and allow the server to reboot automatically.
For more information on RBSU, see the HP ROM-Based Setup Utility User Guide on the Documentation CD
or the HP website (http://www.hp.com/support/smartstart/documentation
Boot options
Near the end of the boot process, the boot options screen is displayed. This screen is visible for several
seconds before the system attempts to boot from a supported boot device. During this time, you can do
the following:
• Access RBSU by pressing the F9 key.
• Access the System Maintenance Menu (which enables you to launch ROM-based Diagnostics or
Inspect) by pressing the F10 key.
).
• Force a PXE Network boot by pressing the F12 key.
BIOS Serial Console
BIOS Serial Console allows you to configure the serial port to view POST error messages and run RBSU
remotely through a serial connection to the server COM port. The server that you are remotely configuring
does not require a keyboard and mouse.
For more information about BIOS Serial Console, see the BIOS Serial Console User Guide on the
Documentation CD or the HP website (http://www.hp.com/support/smartstart/documentation
Configuring AMP modes
Not all ProLiant servers support all AMP modes. RBSU provides menu options only for the modes
supported by the server. Advanced memory protection within RBSU enables the following advanced
memory.
• Advanced ECC Mode—Provides memory protection beyond Standard ECC. All single-bit failures
and some multi-bit failures can be corrected without resulting in system downtime.
• Online Spare Mode—Provides protection against failing or degraded DIMMs. Certain memory is set
aside as spare, and automatic failover to spare memory occurs when the system detects a degraded
DIMM. DIMMs that are likely to receive a fatal/uncorrectable memory error are removed from
operation automatically, resulting in less system downtime.
).
See the server-specific user guide for DIMM population requirements.
• Mirrored Memory Mode—Provides protection against uncorrectable memory errors that would
otherwise result in system failure. In this mode, the system maintains two copies of all data. If an
uncorrectable memory error occurs, the system automatically retrieves the good data from the
mirrored copy. The system continues to operate normally without any user intervention. If the system
supports hot-plug memory, the failed memory can be replaced while the system continues to operate.
• RAID Memory Mode—Provides protection levels similar to Mirrored Memory Mode, and it requires
less memory allocation than full redundancy.
Software tools and solutions 69
Page 70
Array Configuration Utility
ACU is a browser-based utility with the following features:
• Runs as a local application or remote service
• Supports online array capacity expansion, logical drive extension, assignment of online spares, and
RAID or stripe size migration
• Suggests the optimum configuration for an unconfigured system
• Provides different operating modes, enabling faster configuration or greater control over the
configuration options
• Remains available any time that the server is on
• Displays on-screen tips for individual steps of a configuration procedure
• Beginning with ACU version 8.28.13.0, provides diagnostic functionality on the Diagnostics tab
(formerly known as Array Diagnostics Utility).
For optimum performance, the minimum display settings are 1024 × 768 resolution and 16-bit color.
Servers running Microsoft® operating systems require one of the following supported browsers:
• Internet Explorer 6.0 or later
• Mozilla Firefox 2.0 or later
For Linux servers, see the README.TXT file for additional browser and support information.
For more information, see the Configuring Arrays on HP Smart Array Controllers Reference Guide on the
Documentation CD or the HP website (http://www.hp.com
Diagnostics tasks
The ACU Diagnostics feature replaces the Array Diagnostic Utility supported by SmartStart v8.20 and
earlier. For each controller, or for all of them, you can select the following tasks:
• View Diagnostic Report—ACU generates and displays the diagnostic report.
• Generate Diagnostic Report—ACU generates a report without the graphical display.
For either task, you can save the report. In the SmartStart environment, you can save the report to a
formatted diskette or USB device. In online and offline environments, ACU saves the diagnostic report to a
compressed folder, which contains an XML report, a plain text report, and a viewer file so you can
display and navigate the report through a web browser.
Each ACU Diagnostics report contains a consolidated view of any error or warning conditions
encountered. It also provides detailed information for every storage device, including the following:
• Device status
• Configuration flags
).
• Firmware version numbers
• Physical drive error logs
ACU Diagnostics never collects information about the data content of logical drives. The diagnostic report
does not collect or include the following:
• File system types, contents, or status
Software tools and solutions 70
Page 71
• Partition types, sizes, or layout
• Software RAID information
• Operating system device names or mount points
Option ROM Configuration for Arrays
Before installing an operating system, you can use the ORCA utility to create the first logical drive, assign
RAID levels, and establish online spare configurations.
The utility also provides support for the following functions:
• Reconfiguring one or more logical drives
• Viewing the current logical drive configuration
• Deleting a logical drive configuration
• Setting the controller to be the boot controller
If you do not use the utility, ORCA will default to the standard configuration.
For more information regarding array controller configuration, refer to the controller user guide.
For more information regarding the default configurations that ORCA uses, refer to the HP ROM-Based
Setup Utility User Guide on the Documentation CD.
Re-entering the serial number and product ID
• When re-entering the serial number and product ID on an HP ProLiant G4 or G5 server, use the
following procedure:
After you replace the system board, you must re-enter the server serial number and the product ID.
1. During the server startup sequence, press the F9 key to access RBSU.
2. Select the System Options menu.
3. Select Serial Number. The following warning is displayed:
WARNING! WARNING! WARNING! The serial number is loaded into the system
during the manufacturing process and should NOT be modified. This option
should only be used by qualified service personnel. This value should
always match the serial number sticker located on the chassis.
4. Press the Enter key to clear the warning.
5. Enter the serial number and press the Enter key.
6. Select Product ID.
7. Enter the product ID and press the Enter key.
8. Press the Esc key to close the menu.
9. Press the Esc key to exit RBSU.
10. Press the F10 key to confirm exiting RBSU. The server will automatically reboot.
• When re-entering the serial number and product ID on an HP ProLiant G6 server or later, use the
following procedure:
After you replace the system board, you must re-enter the server serial number and the product ID.
1. During the server startup sequence, press the F9 key to access RBSU.
Software tools and solutions 71
Page 72
2.
Select the Advanced Options menu.
3. Select Service Options.
4. Select Serial Number. The following warnings appear:
WARNING! WARNING! WARNING! The serial number is loaded into the system
during the manufacturing process and should NOT be modified. This option
should only be used by qualified service personnel. This value should
always match the serial number sticker located on the chassis.
Warning: The serial number should ONLY be modified by qualified
personnel. This value should always match the serial number located on
the chassis.
5. Press the Enter key to clear the warning.
6. Enter the serial number and press the Enter key.
7. Select Product ID. The following warning appears:
Warning: The Product ID should ONLY be modified by qualified personnel.
This value should always match the Product ID on the chassis.
8. Enter the product ID and press the Enter key.
9. Press the Esc key to close the menu.
10. Press the Esc key to exit RBSU.
11. Press the F10 key to confirm exiting RBSU. The server automatically reboots.
Management tools
Automatic Server Recovery
ASR is a feature that causes the system to restart when a catastrophic operating system error occurs, such
as a blue screen, ABEND, or panic. A system fail-safe timer, the ASR timer, starts when the System
Management driver, also known as the Health Driver, is loaded. When the operating system is
functioning properly, the system periodically resets the timer. However, when the operating system fails,
the timer expires and restarts the server.
ASR increases server availability by restarting the server within a specified time after a system hang or
shutdown. At the same time, the HP SIM console notifies you by sending a message to a designated
pager number that ASR has restarted the system. You can disable ASR from the HP SIM console or
ROMPaq utility
through RBSU.
The ROMPaq utility enables you to upgrade the system firmware (BIOS). To upgrade the firmware, insert
a ROMPaq USB Key into an available USB port and boot the system. In addition to ROMPaq, Online
Flash Components for Windows and Linux operating systems are available for updating the system
firmware.
The ROMPaq utility checks the system and provides a choice (if more than one exists) of available
firmware revisions.
For more information, see the Download drivers and software page for the server. To access the serverspecific page, enter the following web address into the browser:
http://www.hp.com/support/<servername>
Software tools and solutions 72
Page 73
For example:
http://www.hp.com/support/dl360g6
Remote Insight Lights-Out Edition II
RILOE II enables browser access to servers through a hardware-based, OS-independent graphical remote
console. Some of the features include virtual diskette drive and power button, server management through
any standard browser, dedicated LAN connectivity, automatic network configuration, external power
backup, group administration, and functions available with the Remote Insight Board.
For more information about RILOE II features, refer to the Remote Insight Lights-Out Edition User Guide on
the Documentation CD or on the HP website (http://www.hp.com/servers/lights-out
iLO and iLO 2 technology
The iLO subsystem is a standard component of selected ProLiant servers that provides server health and
remote server manageability. The iLO or iLO 2 subsystem includes an intelligent microprocessor, secure
memory, and a dedicated network interface. This design makes iLO or iLO 2 independent of the host
server and its operating system. The iLO or iLO 2 subsystem provides remote access to any authorized
network client, sends alerts, and provides other server management functions.
Using iLO or iLO 2, you can:
• Remotely power up, power down, or reboot the host server.
).
• Send alerts from iLO or iLO 2 regardless of the state of the host server.
• Access advanced troubleshooting features through the iLO or iLO 2 interface.
• Diagnose iLO or iLO 2 using HP SIM through a web browser and SNMP alerting.
For more information about iLO or iLO 2 features (which may require an iLO Advanced Pack or iLO
Advanced for BladeSystem license), see the iLO or iLO 2 documentation on the Documentation CD or on
the HP website (http://www.hp.com/servers/lights-out
Integrated Lights-Out 3 technology
The iLO 3 subsystem is a standard component of selected ProLiant servers that provides server health and
remote server manageability. The iLO 3 subsystem includes an intelligent microprocessor, secure memory,
and a dedicated network interface. This design makes iLO 3 independent of the host server and its
operating system.
In addition to remote management features, iLO 3 is also responsible for managing the health of the
ProLiant server. The intelligence of iLO 3 manages the Sea of Sensors thermal control, directs the Dynamic
Power Capping technology, and monitors the health of server components.
The iLO 3 subsystem provides secure remote access from any authorized network client. The
enhancements to iLO 3 enable customers to get work done faster by providing turbo-charged remote
access performance, a streamlined user experience, and enhanced standards support.
Using iLO 3, you can do the following:
).
• Access a high-performance and secure Remote Console to the server from anywhere in the world.
• Use the shared iLO 3 Remote Console to collaborate with up to six server administrators.
• Remotely mount high-performance Virtual Media devices to the server.
Software tools and solutions 73
Page 74
• Securely and remotely control the power state of the managed server.
• Send alerts from iLO 3 regardless of the state of the host server.
• Access advanced troubleshooting features through the iLO 3 interface.
For more information about iLO 3 features (which may require an iLO Advanced Pack or iLO Advanced
for BladeSystem license), see the iLO 3 documentation on the Documentation CD or on the HP website
(http://www.hp.com/go/iLO
).
Erase Utility
CAUTION: Perform a backup before running the System Erase Utility. The utility sets the
system to its original factory state, deletes the current hardware configuration information,
including array setup and disk partitioning, and erases all connected hard drives completely.
Refer to the instructions for using this utility.
Run the Erase Utility if you must erase the system for the following reasons:
• You want to install a new operating system on a server with an existing operating system.
• You encounter an error when completing the steps of a factory-installed operating system installation.
To access the Erase Utility, use the System Erase button on the home screen of the SmartStart CD
("SmartStart software" on page 67).
Redundant ROM support
The server enables you to upgrade or configure the ROM safely with redundant ROM support. The server
has a single ROM that acts as two separate ROM images. In the standard implementation, one side of the
ROM contains the current ROM program version, while the other side of the ROM contains a backup
version.
NOTE: The server ships with the same version programmed on each side of the ROM.
Safety and security benefits
When you flash the system ROM, ROMPaq writes over the backup ROM and saves the current ROM as a
backup, enabling you to switch easily to the alternate ROM version if the new ROM becomes corrupted
for any reason. This feature protects the existing ROM version, even if you experience a power failure
while flashing the ROM.
USB support
HP provides both standard USB support and legacy USB support. Standard support is provided by the OS
through the appropriate USB device drivers. Before the OS loads, HP provides support for USB devices
through legacy USB support, which is enabled by default in the system ROM.
Legacy USB support provides USB functionality in environments where USB support is not available
normally. Specifically, HP provides legacy USB functionality for the following:
• POST
• RBSU
Software tools and solutions 74
Page 75
• Diagnostics
• DOS
• Operating environments which do not provide native USB support
Diagnostic tools
HP Insight Diagnostics
HP Insight Diagnostics is a proactive server management tool, available in both offline and online
versions, that provides diagnostics and troubleshooting capabilities to assist IT administrators who verify
server installations, troubleshoot problems, and perform repair validation.
HP Insight Diagnostics Offline Edition performs various in-depth system and component testing while the
OS is not running. To run this utility, launch the SmartStart CD.
HP Insight Diagnostics Online Edition is a web-based application that captures system configuration and
other related data needed for effective server management. Available in Microsoft® Windows® and
Linux versions, the utility helps to ensure proper system operation.
For more information or to download the utility, refer to the HP website
Smart Array SCSI Diagnosis feature
(http://www.hp.com/servers/diags
NOTE: This feature is only available in HP Insight Diagnostics Online Edition.
).
The HP Insight Diagnostics Online Edition ("HP Insight Diagnostics" on page 75) provides the capability
to use non-intrusive system level checks to diagnose Smart Array SCSI hard drives. Diagnosis supports
SCSI, SATA, and SAS hard drives that are attached to a Smart Array controller and configured as part of
a logical volume. Diagnosis is not component testing, but is a combination of drive history and controller
error status.
Diagnosis assists in confirming hardware status and is faster than offline testing. Using the diagnosis
feature reduces downtime and provides information on one pass.
The diagnosis feature should be used:
• To troubleshoot why a hard drive is in a particular state.
• When HP SIM reports a hard drive pre-failure or that a hard drive has failed.
• When data corruption or storage problems occur, but no physical indications are evident.
• When conflicting errors exist.
• When repeated failures occur.
HP Insight Diagnostics survey functionality
HP Insight Diagnostics (on page 75) provides survey functionality that gathers critical hardware and
software information on ProLiant servers.
Software tools and solutions 75
Page 76
This functionality supports operating systems that may not be supported by the server. For operating
systems supported by the server, see the HP website (http://www.hp.com/go/supportos
If a significant change occurs between data-gathering intervals, the survey function marks the previous
information and overwrites the survey data files to reflect the latest changes in the configuration.
Survey functionality is installed with every SmartStart-assisted HP Insight Diagnostics installation, or it can
be installed through the HP PSP ("ProLiant Support Packs" on page 78).
NOTE: The current version of SmartStart provides the memory spare part numbers for the
server. To download the latest version, see the HP website (http://www.hp.com/support
Integrated Management Log
The IML records hundreds of events and stores them in an easy-to-view form. The IML timestamps each
event with 1-minute granularity.
You can view recorded events in the IML in several ways, including the following:
• From within HP SIM
• From within Survey Utility
).
).
• From within operating system-specific IML viewers
o For NetWare: IML Viewer
o For Windows®: IML Viewer
o For Linux: IML Viewer Application
• From within the iLO 3 user interface
• From within HP Insight Diagnostics (on page 75)
For more information, see the Management CD in the HP Insight Foundation suite for ProLiant.
Array diagnostic software
Determine the version of SmartStart supported by the server and choose one of the following array
diagnostic methods:
• For servers that support SmartStart 8.25 or later, array diagnostic capability is part of the ACU
software. For more information, see "Array configuration utility (on page 70)."
• For servers that support SmartStart 8.2 or earlier, the Array Diagnostic Utility is a separate utility.
The HP Array Diagnostics Utility is a web-based application that creates a report of all HP storage
controllers and disk drives. This report provides vital information to assist in identifying faults or
conditions that may require attention. ADU can be accessed from the SmartStart CD ("SmartStart
software" on page 67) or downloaded from the HP website (http://www.hp.com
).
Software tools and solutions 76
Page 77
Remote support and analysis tools
HP Insight Remote Support software
HP Insight Remote Support software delivers secure remote support for your HP Servers and Storage, 24 X
7, so you can spend less time solving problems and more time focused on your business. You can have
your systems remotely monitored for hardware failure using secure technology that has been proven at
thousands of companies around the world. In many cases, you can avoid problems before they occur.
There are two HP Insight Remote Support solutions:
• For small and midsize environments: HP Insight Remote Support Standard provides basic remote
monitoring, notification/advisories and service dispatch. It is optimized for environments with 1 to
50 servers and can be installed on a shared HP ProLiant Windows application server. The software
supports HP EVA storage devices, HP ProLiant, BladeSystems, HP Integrity and HP 9000 servers
running Microsoft Windows, Red Hat Enterprise Linux, Novell SUSE and Novell Netware. Download
from the HP website
(http://h20392.www2.hp.com/portal/swdepot/displayProductInfo.do?productNumber=RSSWMBA
SE).
• For midsize and large environments: HP Insight Remote Support Pack (formerly Service Essentials
Remote Support Pack) is targeted for larger environments and is integrated with HP Systems Insight
Manager (SIM). It provides comprehensive remote monitoring, notification/advisories, dispatch and
proactive service support for nearly all HP servers, storage, network and SAN environments, plus
selected Dell and IBM Windows servers that have a support obligation with HP. It also enables HP to
deliver higher levels of proactive support in line with HP Mission Critical Services support
agreements. Download from the HP website
(http://h20392.www2.hp.com/portal/swdepot/displayProductInfo.do?productNumber=ISDVD
).
Both HP Insight Remote Support solutions are available at no additional cost to customers with a valid
warranty on HP technology, an HP Care Pack Service or HP contractual support agreement.
For more information, see the HP website (http://www.hp.com/go/insightremotesupport
Keeping the system current
Drivers
IMPORTANT: Always perform a backup before installing or updating device drivers.
The server includes new hardware that may not have driver support on all OS installation media.
If you are installing a SmartStart-supported OS, use the SmartStart software (on page 67) and its Assisted
Path feature to install the OS and latest driver support.
If you are installing drivers from the SmartStart CD, be sure that you are using the latest SmartStart version
that your server supports. To verify that your server is using the latest supported version, see the HP
website (http://www.hp.com/support
SmartStart CD.
). For more information, see the documentation provided with the
).
Software tools and solutions 77
Page 78
If you do not use the SmartStart CD to install an OS, drivers for some of the new hardware are required.
These drivers, as well as other option drivers, ROM images, and value-add software can be downloaded
from the HP website (http://www.hp.com/support
).
To directly locate the OS drivers for a particular server, enter the following web address into the browser:
http://www.hp.com/support/<servername>
In place of <servername>, enter the server name.
For example:
http://www.hp.com/support/dl360g6 (http://www.hp.com/support/dl360g6
Version control
The VCRM and VCA are Web-enabled Insight Management Agents tools that HP SIM uses to facilitate
and schedule software update tasks to the entire enterprise.
• VCRM manages the repository for Windows and Linux PSPs as well as online firmware.
Administrators can browse a graphical view of the PSPs or configure VCRM to automatically update
the repository with Internet downloads of the latest software from HP.
• VCA compares installed software versions and available updates. Administrators can configure VCA
to point to a repository managed by VCRM.
For more information about version control tools, see the HP Systems Insight Manager Help Guide and the
Version Control User Guide on the HP Systems Insight Manager website (http://www.hp.com/go/hpsim
ProLiant Support Packs
PSPs represent operating system-specific bundles of ProLiant optimized drivers, utilities, and management
agents. Refer to the PSP website
(http://h18000.www1.hp.com/products/servers/management/psp.html
)
).
).
Operating system version support
Refer to the operating system support matrix (http://www.hp.com/go/supportos).
Firmware
The Smart Update Firmware DVD is an organized firmware collection for ProLiant servers and options
powered by HP Smart Update Manager (on page 79). The Smart Update Firmware DVD combines the
following resources on a single DVD:
• Firmware Maintenance CD
• HP BladeSystem Firmware Deployment Tool (FDT)
• The HP BladeSystem online firmware bundles
• The ProLiant BladeSystem Release Sets
• Offline, automatic mode for HP ProLiant BL, DL, ML, and 100 Series servers
• Firmware deployment support for HP ProLiant 100 Series servers
Software tools and solutions 78
Page 79
HP Smart Update Manager
The HP Smart Update Manager provides intelligent and flexible firmware and software deployment. This
technology assists in reducing the complexity of provisioning and updating HP ProLiant Servers, options,
and Blades within the datacenter. HP SUM is delivered on The Smart Update Firmware DVD, ProLiant
Support Packs, and Easy Set-up CDs.
HP SUM enables system administrators to upgrade ROM images efficiently across a wide range of servers
and options. This tool has the following features:
• Enables GUI and a command-line, scriptable interface
• Enables scriptable, command-line deployment
• Requires no agent for remote installations
• Enables dependency checking, which ensures appropriate install order and dependency checking
between components
• Deploys software and firmware on Windows and Linux operating systems
• Performs local or remote (one-to-many) online deployment
• Deploys firmware and software together
• Supports offline and online deployment
• Deploys necessary component updates only (except Linux RPMs)
• Downloads the latest components from Web (except Linux RPMs)
• Enables direct update of BMC firmware (iLO and LO100i)
For more information about HP Smart Update Manager and to access the HP Smart Update Manager
User Guide, see the HP website (http://www.hp.com/go/foundation
System Online ROM flash component utility
This utility is not available on HP ProLiant G6 servers or later. For more information, see "Firmware (on
page 78)."
The Online ROM Flash Component Utility enables system administrators to efficiently upgrade system or
controller ROM images across a wide range of servers and array controllers. This tool has the following
features:
• Works offline and online
• Supports Microsoft® Windows NT®, Windows® 2000, Windows Server® 2003, Novell Netware,
and Linux operating systems
IMPORTANT: This utility supports operating systems that may not be supported by the server.
For operating systems supported by the server, see the HP website
(http://www.hp.com/support
• Integrates with other software maintenance, deployment, and operating system tools
).
).
• Automatically checks for hardware, firmware, and operating system dependencies, and installs only
the correct ROM upgrades required by each target server
To download the tool and for more information, see the HP website (http://www.hp.com/support
).
Software tools and solutions 79
Page 80
Subscriber's choice
HP's Subscriber's Choice is a customizable subscription sign-up service that customers use to receive
personalized email product tips, feature articles, driver and support alerts, or other notifications.
To create a profile and select notifications, refer to the HP website
(http://www.hp.com/go/subscriberschoice
Change control and proactive notification
HP offers Change Control and Proactive Notification to notify customers 30 to 60 days in advance of
upcoming hardware and software changes on HP commercial products.
).
For more information, refer to the HP website (http://www.hp.com/go/pcn
Care Pack
HP Care Pack Services offer upgraded service levels to extend and expand bundled services with easy-tobuy, easy-to-use support packages that help you make the most of your server investments. For more
information, see the HP website (http://www.hp.com/services/carepack
Firmware maintenance
HP has developed technologies to help ensure that HP servers provide maximum uptime with minimal
maintenance. Many of these technologies also reduce server management efforts, enabling administrators
to work on issues and resolve problems without taking servers offline.
The process of updating system or option firmware is referred to as a flash process or flashing the ROM.
A firmware or ROM flash removes the existing version of firmware from the ROM and replaces it with a
more recent version.
Update the firmware to do the following:
• Support new hardware, such as a processor revision
• Support new features
).
).
• Correct problems in a previous firmware version
Without the correct firmware version, the server and hardware options may not function properly.
Types of ROM
Types of ROMs include:
• System ROM (on page 80)
System ROM
• Option ROMs (on page 81)
All ProLiant servers have a system ROM.
Software tools and solutions 80
Page 81
A system reboot is required for a ROM upgrade to take effect. For disaster recovery or ROM downgrade
purposes, backups of the most current ROM image are available in either redundant ROM or a ROM
backup.
ProLiant servers support either the redundant ROM feature or the Disaster Recovery feature. Both assist
with the management of system ROM revisions and ensure the proper operation of the platform if a failure
occurs during the firmware upgrade process.
Redundant ROM support
The server enables you to upgrade or configure the ROM safely with redundant ROM support. The server
has a 8-MB ROM that acts as two, separate 4-MB ROMs. In the standard implementation, one side of the
ROM contains the current ROM program version, while the other side of the ROM contains a backup
version.
NOTE: The server ships with the same version programmed on each side of the ROM.
When you flash the system ROM, ROMPaq writes over the backup ROM and saves the current ROM as a
backup, enabling you to switch easily to the alternate ROM version if the new ROM becomes corrupted
for any reason. This feature protects the existing ROM version, even if you experience a power failure
while flashing the ROM.
You can choose which ROM to use in RBSU ("HP ROM-Based Setup Utility" on page 67).
Disaster recovery support
The Disaster Recovery feature is supported on servers that do not support Redundant ROM. When a ROM
flash fails or the system ROM becomes corrupted, disaster recovery enables administrators to update the
system ROM with a Systems ROMPaq Diskette or USB key.
To use this feature on supported servers, boot to the appropriate media (ROM flash diskette or USB key)
for the affected platform, and then allow the flash recovery process to complete. Because no video
support exists during this process, the server emits a series of beeps at completion.
Automatic backup
A backup copy of the ROM image existing on the target server is made in the ROM image backup
subdirectory:
\CPQSYSTEM\FWBACKUP\SYSTEM
For additional information, see the HP Online ROM Flash User Guide on the HP website
(http://www.hp.com/support/smartstart/documentation).
Option ROMs
Smart Components for option ROMs provide efficient administration of option ROM upgrades. Types of
option ROMs include:
• Smart Array storage controller ROMs
• Lights-Out Management ROM flash components
• SAS hard drive ROMs
• NIC firmware
Software tools and solutions 81
Page 82
• HP Onboard Administrator for HP c-Class BladeSystem
NOTE: The Onboard Administrator and NIC firmware are only supported in online
deployments.
Verifying firmware versions
To locate and verify the most current firmware versions, use the following tools:
• Insight Diagnostics Online Edition ("HP Insight Diagnostics" on page 75)
Access this tool from the System Management homepage.
• VCA ("Version control" on page 78)
Access this tool from the System Management homepage.
• HP SIM
• VCRM ("Version control" on page 78)
• Subscriber's Choice (on page 80)
Updating firmware
To update the firmware:
1. Check the firmware version on the device ("Verifying firmware versions" on page 82).
2. Determine the latest firmware version available.
3. If a TPM is installed and enabled on the server, disable BitLocker™ before updating the firmware.
For more information, see the operating system documentation.
4. Update the firmware to the current version supported for the hardware configuration.
5. Verify the firmware update by checking the firmware version.
6. If a TPM is installed and enabled on the server, enable BitLocker™ after the firmware update is
complete. For more information, see the operating system documentation.
Several tools are available for updating firmware. HP recommends the following methods:
• Smart Update Firmware DVD ("Firmware" on page 78)
• HP Smart Update Manager (on page 79)
• ROMPaq utility (on page 72)
• System online ROM flash component utility (on page 79)
The System online ROM flash utility was replaced by the HP Smart Update Manager (on page 79).
• ROM Update Utility (on page 84)
The ROM update utility was replaced by the HP Smart Update Manager (on page 79).
For manual firmware updates, download the current firmware from the HP website
(http://www.hp.com/support
ROMPaq utility diskette or USB drive key
The bootable ROMPaq diskette or USB drive key contains all the necessary system files, option ROM
image files, and the configuration files required to upgrade the ROM firmware.
).
Software tools and solutions 82
Page 83
This procedure is most effective when flashing the ROM on a small number of servers located in close
proximity.
To flash the ROM using ROMPaq:
1. Download the system ROMPaq utility diskette or USB drive key for each target server. ROMPaq
downloads are available on the HP website (http://www.hp.com/support
2. Shut down each target server, and then reboot using the correct ROMPaq diskette or USB drive key
).
for that server.
3. Follow the interactive session in the ROMPaq utility, and then select the devices to be flashed.
4. After the ROMPaq utility flashes the ROM for the selected devices, cycle power manually to reboot
the system back into the operating system.
Option ROMPaqs have been retired as an upgrade delivery method for storage options. Firmware
upgrades for storage options are now delivered using Smart Components and Smart Component
deployment utilities.
For additional information about the ROMPaq utility, see the server documentation or the HP website
(http://www.hp.com/support
).
System ROMPaq Firmware Upgrade Utility
The Systems ROMPaq Firmware Upgrade Utility for ProLiant servers is available as a SoftPaq download
from the HP website (http://www.hp.com/support
restore or upgrade the System ROM on ProLiant servers:
• ROMPaq Diskette
A Windows-based utility to create a bootable 1.44-MB diskette that can be used to restore or update
the System ROM locally.
• ROMPaq USB Key
A Windows-based utility to partition, format, and copy files locally to a USB flash media device,
such as an HP drive key.
• ROMPaq USB Key diskette format
A Windows-based utility to partition, format, and copy files locally to a USB flash media device,
such as an HP drive key. The formatted USB key simulates a diskette in capacity and is usable on the
following servers:
o Servers that exhibit an Unsupported processor state ("Unsupported Processor Detected System
will ONLY boot ROMPAQ Utility. System Halted." on page 124)
o Servers that support the Disaster Recovery feature ("Disaster recovery support" on page 81)
For additional information, see the documentation contained in the Enhanced SoftPaq.
HP Smart Update Manager deployment
). The Enhanced SoftPaq download contains utilities to
The HP Smart Update Manager utility is available from the ProLiant Firmware Maintenance CD. This CD
and others can be downloaded free-of-charge from the HP website (http://www.hp.com/support
For more information, see "HP Smart Update Manager (on page 79)."
).
Software tools and solutions 83
Page 84
Offline deployment
To deploy components in an offline manner:
1. Boot the server from the Firmware Maintenance CD or a USB drive key.
2. At the prompt, select a language and keyboard.
3. Click Continue.
4. Read the End-User License Agreement. If you agree to the terms of the license agreement, click Agree
to continue. The Firmware Maintenance CD interface is displayed.
5. Click the Firmware Update tab.
6. Click Install Firmware. The HP Smart Update Manager is initiated.
7. Select and install the desired components. For more information, see the HP ProLiant Firmware
Maintenance CD User Guide on the Firmware Maintenance CD.
Online deployment
To deploy components in an online manner:
1. Insert the Firmware Maintenance CD or USB drive key.
o If you use the Firmware Maintenance CD, the Firmware Maintenance CD interface opens
automatically.
o If you use a USB drive key, you must start the interface manually. Open a command-line interface
and enter one of the following commands to access the Firmware Maintenance CD:
In Windows®:
\_autorun\autorun_win
In Linux:
/autorun
2. Read the End-User License Agreement. If you agree to the terms of the license agreement, click Agree
to continue. The Firmware Maintenance CD interface is displayed.
3. Click the Firmware Update tab.
4. Click Install Firmware. The HP Smart Update Manager is initiated.
5. Select and install the desired components. For more information, see the HP ProLiant Firmware
Maintenance CD User Guide on the Firmware Maintenance CD.
ROM Update Utility
The ROM update utility is being replaced by the HP Smart Update Manager on the Firmware
Maintenance CD version 7.50 and later.
The ROM Update Utility is offline ROM flash technology.
To access the ROM Update Utility:
1. Boot the server from one of the following:
o HP SmartStart CD 6.x
o HP Firmware Maintenance CD 7.0 or later
2. Select the Maintenance tab.
Software tools and solutions 84
Page 85
Unsupported processor stepping with Intel® processors
For systems based on Intel® processors, you must update the system ROM to support new steppings
(revisions) of processors. System ROM for HP servers contains the Intel® microcode, also called processor
support code, that the system uses to initialize the processor and ensure proper operation of the platform.
New steppings of Intel® processors tend to be functionally equivalent to previous steppings. HP ProLiant
servers fully support mixing steppings when other parameters are identical: processor speed, cache size,
number of cores, and processor wattage. To maintain support and uptime, HP provides updated system
ROM before shipping new stepping processors.
A new or replacement processor may be a newer stepping. At boot, the server indicates if the current
system ROM does not support the new stepping processor. The following message is displayed:
Unsupported Processor Detected
System will ONLY boot ROMPAQ Utility.
If this message is displayed, update the system ROM in one of the following ways:
• Updating system ROM without removing the processor (on page 85)
• Updating system ROM after removing the processor (on page 85)
Updating system ROM without removing the processor
If the "Unsupported Processor Detected" message is displayed, and you choose to leave the processor
installed, the system will only boot the following devices:
• Systems ROMPaq Diskette installed in a legacy diskette drive
• Systems ROMPaq Diskette installed in a USB diskette drive
• Systems ROMPaq USB Key in diskette format
A systems ROMPaq USB key in diskette format is a USB drive key formatted as a diskette drive with
the ROMPaq utility. For information on how to create a systems ROMPaq USB key in diskette
format, see "System ROMPaq Firmware Upgrade Utility (on page 83)."
Updating system ROM after removing the processor
If the "Unsupported Processor Detected" message is displayed, and you choose to remove the processor,
update the system ROM using any standard ROM flash mechanism. After updating the system ROM,
install the new stepping processor.
Unsupported processor stepping with AMD processors
For systems based on AMD processors, you may need to update the system ROM to support new
steppings (revisions) of processors. However, in most cases, a system ROM update is not required.
If the system ROM does not support the new stepping processor, the system does not display any
message. For system ROM update requirements, see the documentation that ships with the processor.
Software tools and solutions 85
Page 86
HP resources for troubleshooting
Online resources
HP Technical Support website
Troubleshooting tools and information, as well as the latest drivers and flash ROM images, are available
on the HP website (http://www.hp.com/support
HP Guided Troubleshooting website
HP Guided Troubleshooting is available for many products and components on the HP website
(http://www.hp.com/support/gts
).
).
Server documentation
Server documentation is the set of documents that ships with a server. Most server documents are
available as a PDF or a link on the Documentation CD. Server documentation can also be accessed from
the HP Business Support Center website (http://www.hp.com/go/bizsupport
White papers
White papers are electronic documentation on complex technical topics. Some white papers contain indepth details and procedures. Topics include HP products, HP technology, OS, networking products, and
performance. Refer to one of the following websites:
• HP Business Support Center (http://www.hp.com/go/bizsupport)
• HP Industry Standard Server Technology Papers
(http://h18004.www1.hp.com/products/servers/technology/whitepapers/index.html
Service notifications, advisories, and notices
To view the latest service notifications, 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.
Subscription services
).
)
HP offers subscription services to keep customers informed on the latest product information, driver
updates, software changes, and other alerts.
Subscriber's choice for business
HP's Subscriber's Choice is a customizable subscription sign-up service that customers use to receive
personalized email product tips, feature articles, driver and support alerts, or other notifications.
HP resources for troubleshooting 86
Page 87
To create a profile and select notifications, refer to the HP website
(http://www.hp.com/go/subscriberschoice
Change control and proactive notification
HP offers Change Control and Proactive Notification to notify customers 30 to 60 days in advance of
upcoming hardware and software changes on HP commercial products.
).
For more information, refer to the HP website (http://www.hp.com/go/pcn
).
HP Care Pack Services
HP Care Pack Services offer upgraded service levels to extend and expand bundled services with easy-tobuy, easy-to-use support packages that help you make the most of your server investments. For more
information, see the HP website (http://www.hp.com/services/carepack
).
Product information resources
Additional product information
Refer to product information on the HP Servers website
(http://www.hp.com/country/us/eng/prodserv/servers.html
Registering the server
To register the server, refer to the HP Registration website (http://register.hp.com).
Overview of server features and installation instructions
).
Refer to the server user guide on the Documentation CD or on the HP Business Support Center website
(http://www.hp.com/go/bizsupport
).
Key features, option part numbers
Refer to the QuickSpecs on the HP website (http://www.hp.com).
Server and option specifications, symbols, installation warnings,
and notices
Refer to the server documentation and printed notices. Printed notices are available in the Reference
Information pack. Server documentation is available in the following locations:
• Documentation CD that ships with the server
• HP Business Support Center website (http://www.hp.com/go/bizsupport)
• HP Technical Documentation website (http://www.docs.hp.com)
HP resources for troubleshooting 87
Page 88
Teardown procedures, part numbers, specifications
Refer to the server maintenance and service guide, available in the following locations:
• Documentation CD that ships with the server
• HP Business Support Center website (http://www.hp.com/go/bizsupport)
• HP Technical Documentation website (http://www.docs.hp.com)
Technical topics
Refer to white papers on one of the following:
• HP Business Support Center (http://www.hp.com/go/bizsupport)
• HP Industry Standard Server Technology Papers
(http://h18004.www1.hp.com/products/servers/technology/whitepapers/index.html
)
Product installation resources
Switch settings, LED functions, drive, memory, expansion board
and processor installation instructions, and board layouts
Refer to the hood labels and the server user guide. The hood labels are inside the access panels of the
server, and the server user guide is available in the following locations:
• Documentation CD that ships with the server
• HP Business Support Center website (http://www.hp.com/go/bizsupport)
• HP Technical Documentation website (http://www.docs.hp.com)
External cabling information
Refer to cabling information on the HP website (http://www.hp.com/support).
Power capacity
For all HP ProLiant ML and DL servers, see the HP Power Advisor on the HP website
(http://www.hp.com/go/hppoweradvisor
For all HP ProLiant BL server blades, see the HP BladeSystem Power Sizer on the HP website
(http://www.hp.com/go/bladesystem/powercalculator
).
).
Product configuration resources
Device driver information
Refer to driver information on the HP Software and Drivers website (http://www.hp.com/support).
HP resources for troubleshooting 88
Page 89
DDR3 memory configuration
See the DDR3 Memory Configuration Tool on the HP website (http://www.hp.com/go/ddr3memory-
configurator).
Operating System Version Support
For information about specific versions of a supported operating system, refer to the operating system
support matrix (http://www.hp.com/go/supportos
).
Operating system installation and configuration information (for
factory-installed operating systems)
Refer to the factory-installed operating system installation documentation that ships with the server.
Server configuration information
Refer to the server user guide on the Documentation CD, the server installation poster shipped with the
server, and the SmartStart installation poster (if the server supports SmartStart) in the HP ProLiant Essentials
Foundation Pack.
Installation and configuration information for the server setup
software
Refer to the server user guide on the Documentation CD, the server installation poster shipped with the
server, and the SmartStart installation poster (if the server supports SmartStart) in the HP ProLiant Essentials
Foundation Pack.
Software installation and configuration of the server
If the server supports SmartStart, refer to the SmartStart installation poster in the HP ProLiant Essentials
Foundation Pack.
iLO information
Refer to the HP Integrated Lights-Out User Guide on the Documentation CD or the Remote Management
website (http://www.hp.com/servers/lights-out
Management of the server
Refer to the HP Systems Insight Manager Help Guide on the Management CD or the HP website
(http://www.hp.com/go/hpsim
).
).
HP resources for troubleshooting 89
Page 90
Installation and configuration information for the server
management system
Refer to the HP Systems Insight Manager Installation and User Guide on the Management CD or the HP
website (http://www.hp.com/go/hpsim
).
Fault tolerance, security, care and maintenance, configuration
and setup
Refer to the server documentation available in the following locations:
• Documentation CD that ships with the server
• HP Business Support Center website (http://www.hp.com/go/bizsupport)
• HP Technical Documentation website (http://www.docs.hp.com)
HP resources for troubleshooting 90
Page 91
Error messages
ADU error messages
Introduction to ADU error messages
This section contains a complete alphabetical list of all ADU ("Array diagnostic software" on page 76)
error messages for ADU version 7.85.16.0 and earlier.
IMPORTANT: This guide provides information for multiple servers. Some information may not
apply to the server you are troubleshooting. Refer to the server documentation for information
on procedures, hardware options, software tools, and operating systems supported by the
server.
WARNING: To avoid potential problems, ALWAYS read the warnings and cautionary
information in the server documentation before removing, replacing, reseating, or modifying
system components.
Accelerator Board not Detected
Description: Array controller did not detect a configured array accelerator board.
Action: Install an array accelerator board on an array controller. If an array accelerator board is
installed, check for proper seating on the array controller board.
Accelerator Error Log
Description: List of the last 32 parity errors on transfers to or from the memory on the array accelerator
board. Displays starting memory address, transfer count, and operation (read and write).
Action: If many parity errors are listed, you may need to replace the array accelerator board.
Accelerator Parity Read Errors: X
Description: Number of times that read memory parity errors were detected during transfers from memory
on the array accelerator board.
Action: If many parity errors occurred, you may need to replace the array accelerator board.
Accelerator Parity Write Errors: X
Description: Number of times that write memory parity errors were detected during transfers to memory on
the array accelerator board.
Action: If many parity errors occurred, you may need to replace the array accelerator board.
Error messages 91
Page 92
Accelerator Status: Cache was Automatically Configured During Last Controller
Reset
Description: Cache board was replaced with one of a different size.
Action: No action is required.
Accelerator Status: Data in the Cache was Lost...
...due to some reason other than the battery being discharged.
Description: Data in cache was lost, but not because of the battery being discharged.
Action: Be sure the array accelerator is properly seated. If the error persists, you may need to replace the
array accelerator.
Accelerator Status: Dirty Data Detected has Reached Limit...
...Cache still enabled, but writes no longer being posted.
Description: Number of cache lines containing dirty data that cannot be flushed (written) to the drives has
reached a preset limit. The cache is still enabled, but writes are no longer being posted. This problem
usually occurs when a problem with the drive or drives occurs.
Action: Resolve the problem with the drive or drives. The controller can then write the dirty data to the
drives. Posted-writes operations are restored.
Accelerator Status: Dirty Data Detected...
...Unable to write dirty data to drives
Description: At least one cache line contains dirty data that the controller has been unable to flush (write)
to the drives. This problem usually occurs when a problem with the drive or drives occurs.
Action: Resolve the problem with the drive or drives. The controller can then write the dirty data to the
drives.
Accelerator Status: Excessive ECC Errors Detected in at Least One Cache Line...
...As a result, at least one cache line is no longer in use.
Description: At least one line in the cache is no longer in use due to excessive ECC errors detected during
use of the memory associated with that cache line.
Action: Consider replacing the cache. If cache replacement is not done, the remaining cache lines
generally continue to operate properly.
Accelerator Status: Excessive ECC Errors Detected in Multiple Cache Lines...
...As a result, the cache is no longer in use.
Description: The number of cache lines experiencing excessive ECC errors has reached a preset limit.
Therefore, the cache has been shut down.
Action:
1. Reseat the cache to the controller.
2. If the problem persists, replace the cache.
Error messages 92
Page 93
Accelerator Status: Obsolete Data Detected
Description: During reset initialization, obsolete data was found in the cache due to the drives being
moved and written to by another controller.
Action: No action is required. The controller either writes the data to the drives or discards the data
completely.
Accelerator Status: Obsolete Data was Discarded
Description: During reset initialization, obsolete data was found in the cache, and was discarded (not
written to the drives).
Action: No action is required.
Accelerator Status: Obsolete Data was Flushed (Written) to Drives
Description: During reset initialization, obsolete data was found in the cache. The obsolete data was
written to the drives, but newer data may have been overwritten.
Action: If newer data was overwritten, you may need to restore newer data; otherwise, normal operation
should continue.
Accelerator Status: Permanently Disabled
Description: Array accelerator board has been permanently disabled. It will remain disabled until it is
reinitialized using ACU.
Action: Check the Disable Code field. Run ACU ("Array Configuration Utility" on page 70) to reinitialize
the array accelerator board.
Accelerator Status: Possible Data Loss in Cache
Description: Possible data loss was detected during power-up due to all batteries being below sufficient
voltage level and no presence of the identification signatures on the array accelerator board.
Action: No way exists to determine if dirty or bad data was in the cache and is now lost.
Accelerator Status: Temporarily Disabled
Description: Array accelerator board has been temporarily disabled.
Action: Check the Disable Code field.
Accelerator Status: Unrecognized Status
Description: A status was returned from the array accelerator board that ADU does not recognize.
Action: Obtain the latest version of ADU ("Array diagnostic software" on page 76).
Accelerator Status: Valid Data Found at Reset
Description: Valid data was found in posted-write memory at reinitialization. Data will be flushed to disk.
Action: No error or data loss condition exists. No action is required.
Error messages 93
Page 94
Accelerator Status: Warranty Alert
Description: Catastrophic problem exists with array accelerator board. Refer to other messages on
Diagnostics screen for exact meaning of this message.
Action: Replace the array accelerator board.
Adapter/NVRAM ID Mismatch
Description: EISA NVRAM has an ID for a different controller from the one physically present in the slot.
Action: Run the server setup utility.
Array Accelerator Battery Pack X not Fully Charged
Description: Battery is not fully charged.
Action: If 75% of the batteries present are fully charged, the array accelerator is fully operational. If more
than 75% of the batteries are not fully charged, allow 36 hours to recharge them.
Array Accelerator Battery Pack X Below Reference Voltage (Recharging)
Description: Battery pack on the array accelerator is below the required voltage levels.
Action: Replace the array accelerator board if the batteries do not recharge within 36 powered-on hours.
Board in Use by Expand Operation
Description: Array accelerator memory is in use by a capacity expansion or RAID migration.
Action: The array accelerator is automatically re-enabled for caching when the capacity expansion or
RAID operation completes.
Board not Attached
Description: An array controller is configured for use with array accelerator board, but one is not
connected.
Action: Connect array accelerator board to array controller.
Cache Has Been Disabled Because ADG Enabler Dongle is Broken or Missing
Description: The cache has been disabled because RAID ADG volume is configured but the ADG Enabler
Dongle is broken or missing.
Action: Check the ADG Enabler Dongle. Replace if needed.
Cache Has Been Disabled; Likely Caused By a Loose Pin on One of the RAM
Chips
Description: Cache has been disabled due to a large number of ECC errors detected while testing the
cache during POST. This is probably caused by a loose pin on one of the RAM chips.
Action: Try reseating the cache to the controller. If that does not work, replace the cache.
Error messages 94
Page 95
Configuration Signature is Zero
Description: ADU ("Array diagnostic software" on page 76) detected that NVRAM contains a
configuration signature of zero. Old versions of the server setup utility could cause this.
Action: Run the latest version of server setup utility to configure the controller and NVRAM.
Configuration Signature Mismatch
Description: The array accelerator board is configured for a different array controller board. The
configuration signature on the array accelerator board does not match the one stored on the array
controller board.
Action: To recognize the array accelerator board, run ACU ("Array Configuration Utility" on page 70).
Controller Communication Failure Occurred
Description: Controller communication failure occurred. ADU was unable to successfully issue commands
to the controller in this slot.
Action:
1. Be sure all cables are properly connected and working.
2. Be sure the controller is working, and replace if needed.
Controller Detected. NVRAM Configuration not Present
Description: EISA NVRAM does not contain a configuration for this controller.
Action: Run the server setup utility to configure the NVRAM.
Controller Firmware Needs Upgrading
Description: Controller firmware is below the latest recommended version.
Action: Update the controller to the latest firmware version ("Firmware maintenance" on page 80).
Controller is Located in Special "Video" Slot
Description: Controller is installed in the slot for special video control signals. If the controller is used in
this slot, LED indicators on the front panel may not function properly.
Action: Install the controller into a different slot, and run the server setup utility to configure NVRAM. Then,
run ACU ("Array Configuration Utility" on page 70) to configure the controller.
Controller Is Not Configured
Description: Controller is not configured. If the controller was previously configured and you change drive
locations, a problem might exist with the placement of the drives. ADU ("Array diagnostic software" on
page 76) examines each physical drive and looks for drives that have been moved to a different drive
bay.
Action: Look for messages indicating which drives have been moved. If no messages are displayed and
drive swapping did not occur, run ACU ("Array Configuration Utility" on page 70) to configure the
controller and run the server setup utility to configure NVRAM. Do not run either utility if you believe drive
swapping has occurred.
Error messages 95
Page 96
Controller Reported POST Error. Error Code: X
Description: The controller returned an error from its internal POST.
Action: Replace the controller.
Controller Restarted with a Signature of Zero
Description: ADU ("Array diagnostic software" on page 76) did not find a valid configuration signature to
use to get the data. NVRAM may not be present (unconfigured) or the signature present in NVRAM may
not match the signature on the controller.
Action: Run the server setup utility to configure the controller and NVRAM.
Disable Command Issued
Description: The issuing of the Accelerator Disable command has disabled posted-writes. This occurred
because of an operating system device driver.
Action: Restart the system. Run ACU ("Array Configuration Utility" on page 70) to reinitialize the array
accelerator board.
Drive (Bay) X Firmware Needs Upgrading
Description: Firmware on this physical drive is below the latest recommended version.
Action: Update the drive to the latest firmware version ("Firmware maintenance" on page 80).
Drive (Bay) X has Insufficient Capacity for its Configuration
Description: Drive has insufficient capacity to be used in this logical drive configuration.
Action: Replace this drive with a larger capacity drive.
Drive (Bay) X has Invalid M&P Stamp
Description: Physical drive has invalid monitor and performance data.
Action: Run the server setup utility to properly initialize this drive.
Drive (Bay) X Has Loose Cable
Description: The array controller could not communicate with this drive at power-up. This drive has not
previously failed.
Action:
1. Be sure all cables are properly connected and working.
2. Power down the system and attempt to reconnect data/power cable to the drive.
3. Power up the system.
4. If the problem persists, power down the system and replace the cable.
5. If the problem persists, power down the system and replace the drive.
Error messages 96
Page 97
Drive (Bay) X is a Replacement Drive
Description: This drive has been replaced. This message is displayed if a drive is replaced in a faulttolerant logical volume.
Action: If the replacement was intentional, allow the drive to rebuild.
Drive (Bay) X is a Replacement Drive Marked OK
Description: The drive has been replaced and marked OK by the firmware, in one of three possible
scenarios: the drive was replaced in a non-fault-tolerant configuration; more drives were replaced than the
configured fault-tolerant-configuration mode could sustain; or the storage enclosure was powered down
before the server, preventing the drive from being rebuilt. The drive may contain incorrect data.
Action: Verify data on the drives. Always power down the server before powering down any external
drive enclosures.
Drive (Bay) X is Failed
Description: The indicated physical drive has failed.
Action:
1. Check for loose cable connections ("Loose connections" on page 18).
2. If cable connectors are secure, replace the drive.
Drive (Bay) X is Undergoing Drive Recovery
Description: This drive is being rebuilt from the corresponding mirror or parity data.
Action: No action is required.
Drive (Bay) X Upload Code Not Readable
Description: An error occurred while ADU ("Array diagnostic software" on page 76) was trying to read
the upload code information from this drive.
Action: If multiple errors occur, the drive may need to be replaced.
Drive (Bay) X Was Inadvertently Replaced
Description: The physical drive was incorrectly replaced after another drive failed.
Action:
CAUTION: Do not run the server setup utility and try to reconfigure, or data will be lost.
1. Power down the server.
2. Replace the drive that was incorrectly replaced.
3. Replace the original drive that failed.
Error messages 97
Page 98
Drive Monitoring Features Are Unobtainable
Description: ADU ("Array diagnostic software" on page 76) is unable to get monitor and performance
data due to a fatal command problem (such as drive time-out), or is unable to get data due to these
features not being supported on the controller.
Action: Check for other errors such as time-outs. If no other errors occur, upgrade the firmware to a
version that supports monitor and performance, if desired.
Drive Monitoring is NOT Enabled for SCSI Port X Drive ID Y
Description: The monitor and performance features have not been enabled on this drive.
Action: Run the server setup utility to initialize the monitor and performance features.
Drive Time-Out Occurred on Physical Drive Bay X
Description: ADU issued a command to a physical drive and the command was never acknowledged.
Action: The drive or cable may be bad. Check the other error messages on the Diagnostics screen to
determine resolution.
Drive X Indicates Position Y
Description: Message indicates a designated physical drive, which seems to be scrambled or in a drive
bay other than the one for which it was originally configured.
Action:
1. Examine the graphical drive representation on ADU ("Array diagnostic software" on page 76) to
determine proper drive locations.
2. Power down the server.
3. Remove drive X and place it in drive position Y.
4. Rearrange the drives according to the ADU instructions.
Duplicate Write Memory Error
Description: Data cannot be written to the array accelerator board in duplicate due to the detection of
parity errors. This is not a data-loss situation.
Action: Replace the array accelerator board.
Error Occurred Reading RIS Copy from SCSI Port X Drive ID
Description: An error occurred while ADU ("Array diagnostic software" on page 76) was trying to read
the RIS from this drive.
Action: HP stores the hard drive configuration information in the RIS. If multiple errors occur, the drive may
need to be replaced.
FYI: Drive (Bay) X is Third-Party Supplied
Description: Third-party supplied the installed drive.
Action: If problems exist with this drive, replace it with a supported drive.
Error messages 98
Page 99
Identify Logical Drive Data did not Match with NVRAM
Description: The identify unit data from the array controller does not match with the information stored in
NVRAM. This can occur if new, previously configured drives have been placed in a system that has also
been previously configured.
Action: Run the server setup utility to configure the controller and NVRAM.
Insufficient adapter resources
Description: The adapter does not have sufficient resources to perform posted-write operations to the array
accelerator board. Drive rebuild may be occurring.
Action: Operate the system without the array accelerator board until the drive rebuild completes.
Inter-Controller Link Connection Could Not Be Established
Description: Unable to communicate over the link connecting the redundant controllers.
Action: Be sure both controllers are using the same hardware and firmware revisions. If one controller
failed, replace it.
Less Than 75% Batteries at Sufficient Voltage
Description: The operation of the array accelerator board has been disabled due to less than 75% of the
battery packs being at the sufficient voltage level.
Action: Replace the array accelerator board if the batteries do not recharge within 36 powered-on hours.
Less Than 75% of Batteries at Sufficient Voltage Battery Pack X Below Reference
Voltage
Description: Battery pack on the array accelerator is below the required voltage levels.
Action: Replace the array accelerator board if the batteries do not recharge within 36 powered-on hours.
Logical Drive X Failed Due to Cache Error
Description: This logical drive failed due to a catastrophic cache error.
Action: Replace the array accelerator board and reconfigure using ACU ("Array Configuration Utility" on
page 70).
Logical Drive X Status = Failed
Description: This status could be issued for several reasons:
• Logical drive is configured for No Fault Tolerance, and one or more drives failed.
• Mirroring is enabled, and any two mirrored drives failed.
• Data Guarding is enabled, and two or more drives failed.
• Another configured logical drive is in the WRONG DRIVE REPLACED or LOOSE CABLE DETECTED
state.
Error messages 99
Page 100
Action: Check for drive failures, wrong drive replaced, or loose cable messages. If a drive failure
occurred, replace the failed drive or drives, and then restore the data for this logical drive from the tape
backup. Otherwise, follow the procedures for correcting problems when an incorrect drive is replaced or
a loose cable is detected.
Logical Drive X Status = Interim Recovery (Volume Functional, but not Fault
Tolerant)
Description: A physical drive in this logical drive has failed. The logical drive is operational, but the loss
of an additional drive may cause permanent data loss.
Action: Replace the failed drive as soon as possible.
Logical Drive X Status = Loose Cable Detected...
...SOLUTION: Turn the system off and attempt to reattach any loose connections. If this does not work, replace the
cable(s) and connection(s).
Description: At power up, the system does not detect a configured physical drive or an external storage
unit that was previously detected before the last system shutdown. This event can occur if the user removes
one or more drives after the system is powered down or if a loose cable or malfunction prevents the
drives from spinning up.
Action:
If a drive or enclosure has been removed or disconnected, do the following:
1. Power down the server.
2. Check cabling.
3. Power up the server and storage enclosure at the same time.
If drives are failed or purposely removed while the system is off:
1. Reboot the server.
2. When prompted during POST, press F2 to fail the missing drives.
Logical Drive X Status = Overheated
Description: The temperature of the Intelligent Array Expansion System drives is beyond safe operating
levels and has shut down to avoid damage.
Action: Check the fans and the operating environment.
Logical Drive X Status = Overheating
Description: The temperature of the Intelligent Array Expansion System drives is beyond safe operating
levels.
Action: Check the fans and the operating environment.
Error messages 100
Loading...