HPE ProLiant MicroServer Gen10 User manual

Troubleshooting Guide for HPE ProLiant
Gen10 servers
Part Number: 882108-002
Published: February 2018
Edition: 2
Abstract
This document describes common procedures and solutions for the many levels of
troubleshooting servers. This document is intended for the person who installs, administers,
and troubleshoots servers, server blades, and HPE Apollo systems. Hewlett Packard
Enterprise assumes you are qualified to service computer equipment and are trained in
recognizing hazards in products with hazardous energy levels.

© Copyright 2017-2018 Hewlett Packard Enterprise Development LP
Notices
The information contained herein is subject to change without notice. The only warranties for Hewlett
Packard Enterprise products and services are set forth in the express warranty statements accompanying
such products and services. Nothing herein should be construed as constituting an additional warranty.
Hewlett Packard Enterprise shall not be liable for technical or editorial errors or omissions contained
herein.
Confidential computer software. Valid license from Hewlett Packard Enterprise required for possession,
use, or copying. Consistent with FAR 12.211 and 12.212, Commercial Computer Software, Computer
Software Documentation, and Technical Data for Commercial Items are licensed to the U.S. Government
under vendor's standard commercial license.
Links to third-party websites take you outside the Hewlett Packard Enterprise website. Hewlett Packard
Enterprise has no control over and is not responsible for information outside the Hewlett Packard
Enterprise website.
Acknowledgments
Microsoft®, Windows®, and Windows Server® are either registered trademarks or trademarks of Microsoft
Corporation in the United States and/or other countries.
Linux® is the registered trademark of Linus Torvalds in the U.S. and other countries.
Red Hat® is a registered trademark of Red Hat, Inc. in the United States and other countries.
SD and microSD are trademarks or registered trademarks of SD-3C in the United States, other countries
or both.
VMware® is a registered trademark or trademark of VMware, Inc. in the United States and/or other
jurisdictions.

Contents
Using this guide.................................................................................... 10
Getting started............................................................................................................................ 10
Supported servers............................................................................................................ 11
Additional troubleshooting resources............................................................................... 11
Troubleshooting preparation............................................................... 12
Prerequisites for server troubleshooting..................................................................................... 12
Important safety information ...................................................................................................... 12
Symbols on equipment.....................................................................................................12
Warnings and cautions.....................................................................................................13
Electrostatic discharge..................................................................................................... 15
Preventing electrostatic discharge........................................................................ 15
Grounding methods to prevent electrostatic discharge......................................... 15
Collecting symptom information..................................................................................................15
Preparing the server for diagnosis.............................................................................................. 17
Processor troubleshooting guidelines......................................................................................... 18
Breaking the server down to the minimum hardware configuration............................................ 18
Common issue resolution.................................................................... 20
Resolving loose connections...................................................................................................... 20
Searching for service notifications.............................................................................................. 20
Firmware updates....................................................................................................................... 20
Server updates with an HPE Trusted Platform Module and BitLocker enabled............... 21
DIMM handling guidelines...........................................................................................................21
DIMM and NVDIMM population information............................................................................... 22
Component LED definitions........................................................................................................ 22
SAS, SATA, and SSD drive guidelines.............................................................................22
Hot-plug drive LED definitions..........................................................................................22
Low profile LFF drive LED definitions.............................................................................. 23
NVMe SSD LEDs............................................................................................................. 24
System power LED definitions......................................................................................... 25
Health status LED bar definitions (c-Class server blades only)....................................... 26
Front panel LED and buttons........................................................................................... 26
Front panel LED notations.....................................................................................27
Using the Server Health Summary........................................................................28
Front panel LED power fault codes..................................................................................30
Remote troubleshooting.......................................................................31
Remote troubleshooting tools..................................................................................................... 31
Remote access to the Virtual Connect Manager.........................................................................32
Using iLO for remote troubleshooting of servers and server blades...........................................32
Using Onboard Administrator for remote troubleshooting of server blades................................ 33
Using the OA CLI............................................................................................................. 34
Diagnostic flowcharts...........................................................................36
Contents 3

Diagnostic steps..........................................................................................................................36
Gather important information before you begin.......................................................................... 36
Troubleshooting flowcharts......................................................................................................... 36
Using the Diagnostic flowcharts....................................................................................... 36
Initial diagnosis.................................................................................................................36
Remote diagnosis flowchart............................................................................................. 37
Power-on issues flowchart............................................................................................... 38
Server power-on issues flowchart with ML and DL series servers........................38
Server power-on issues flowchart for XL series servers....................................... 40
Server blade power-on issues flowchart with BL series server blades................. 42
POST issues flowchart.....................................................................................................45
POST issues—Server hang or reboot during POST flowchart..............................46
POST issues—No boot, no video flowchart.......................................................... 48
POST issues—Boot, no video flowchart............................................................... 49
OS boot issues flowchart................................................................................................. 50
Intelligent Provisioning issues flowchart...........................................................................51
Controller issues flowchart............................................................................................... 53
HPE Smart Storage Battery issues for Smart Array controllers....................................... 56
Physical drive issues flowchart.........................................................................................58
Logical drive issues flowchart.......................................................................................... 60
Fault indications flowchart................................................................................................61
Server fault indications flowchart for non-blade servers........................................62
Server blade fault indications flowchart for BL c-Class server blades...................64
NIC issues flowchart.........................................................................................................66
General diagnosis flowchart.............................................................................................69
Hardware issues....................................................................................71
Procedures for all ProLiant servers.............................................................................................71
Power issues...............................................................................................................................71
Server does not power on................................................................................................ 71
Power source issues........................................................................................................ 71
Power supply issues.........................................................................................................72
Insufficient power supply configuration..................................................................73
UPS issues.......................................................................................................................74
UPS is not working properly.................................................................................. 74
Low battery warning is displayed.......................................................................... 75
One or more LEDs on the UPS is red................................................................... 75
General hardware issues............................................................................................................ 76
New hardware issues.......................................................................................................76
Unknown issue.................................................................................................................77
Third-party device issues................................................................................................. 78
Testing the device..................................................................................................79
Internal system issues.................................................................................................................79
Drive issues (hard drives and solid state drives)..............................................................79
Drives are failed.....................................................................................................79
Drives are not recognized..................................................................................... 80
Data is inaccessible...............................................................................................81
Server response time is slower than usual............................................................82
HPE SmartDrive icons or LEDs illuminate errors for the wrong drive or an
error message is displayed in POST, HPE SSA, or HPE SSADUCLI................... 82
SSD Smart Wear error.......................................................................................... 83
512e Physical drive support.................................................................................. 83
Diagnosing array problems................................................................................... 83
Drive arrays and fault-tolerance methods............................................................. 84
Storage controller issues..................................................................................................93
4Contents

General controller issues.......................................................................................93
Controllers are no longer redundant......................................................................94
Data located on drives accessed in RAID mode is not compatible with data
accessed from non-RAID mode............................................................................ 95
The Smart Array controller does not show logical drives after moving drives
to a new server or JBOD....................................................................................... 95
Data failure or disk errors on a server with a 10SFF drive backplane or a
12LFF drive backplane..........................................................................................96
HPE Smart Array S100i SR Gen10 drives are not found when RAID mode is
disabled................................................................................................................. 96
HPE Smart Array S100i SR Gen10 drives are not recognized............................. 97
Fan and thermal issues....................................................................................................97
General fan issues.................................................................................................97
Fans running at a higher than expected speed..................................................... 98
Excessive fan noise (high speeds)........................................................................99
Excessive fan noise (low speeds)......................................................................... 99
Hot-plug fan issues................................................................................................99
HPE BladeSystem c-Class enclosure fans are operating at a high speed..........100
Memory issues............................................................................................................... 100
General memory issues.......................................................................................100
Server is out of memory...................................................................................... 102
DIMM configuration errors...................................................................................102
Server fails to recognize existing memory...........................................................103
Server fails to recognize new memory................................................................ 103
Uncorrectable memory error................................................................................104
Correctable memory error threshold exceeded...................................................105
NVDIMM issues..............................................................................................................106
NVDIMM population errors..................................................................................106
NVDIMMs are disabled........................................................................................106
The persistent memory drive does not appear in the OS....................................107
The persistent memory drive is read only........................................................... 108
The persistent memory drives lose persistency.................................................. 109
HPE Scalable Persistent Memory issues....................................................................... 110
The persistent memory drive does not appear in the OS.................................... 110
The persistent memory drive is read only............................................................ 111
The persistent memory drives lose persistency...................................................113
HPE Scalable Persistent Memory backup and restore failure............................. 113
Unable to configure Scalable Persistent Memory................................................114
Processor issues............................................................................................................ 115
Troubleshooting the processor............................................................................ 115
Uncorrectable machine check exception............................................................. 116
Trusted Platform Module issues..................................................................................... 116
TPM fails or is not detected................................................................................. 116
System battery is low or lost power................................................................................116
System board and power backplane issues...................................................................117
microSD card issues.......................................................................................................117
The system does not boot from the microSD card.............................................. 117
USB drive key issues......................................................................................................118
System does not boot from the USB drive key.................................................... 118
Graphics and video adapter issues................................................................................ 118
Troubleshooting general graphics and video adapter issues.............................. 118
External device issues...............................................................................................................119
Video issues................................................................................................................... 119
The screen is blank for more than 60 seconds after you power up the server.... 119
Monitor does not function properly with energy saver features...........................120
Monitor does not function properly with energy saver features...........................121
Video colors are wrong........................................................................................121
Contents 5

Slow-moving horizontal lines are displayed........................................................ 121
Mouse and keyboard issues.......................................................................................... 122
Expansion board issues................................................................................................. 122
System requests recovery method during expansion board replacement.......... 122
Network controller or FlexibleLOM issues......................................................................123
Network controller or FlexibleLOM is installed but not working...........................123
Network controller or FlexibleLOM has stopped working.................................... 123
Network controller or FlexibleLOM stopped working when an expansion
board was added.................................................................................................124
Network interconnect blade issues......................................................................125
HPE Smart Storage Battery issues................................................................................ 125
HPE Smart Storage Battery might lose charge when shelved for long periods
of time..................................................................................................................125
HPE Smart Storage Battery configuration error.................................................. 126
HPE Smart Storage Battery failure......................................................................126
Cable issues............................................................................................................................. 127
Drive errors, retries, timeouts, and unwarranted drive failures occur when using an
older Mini-SAS cable......................................................................................................127
USB device not recognized, an error message is displayed, or the device does not
power on when connected to an SUV cable.................................................................. 127
Software issues...................................................................................129
Operating system issues and resolutions................................................................................. 129
Operating system issues................................................................................................129
Operating system locks up.................................................................................. 129
Errors are displayed in the error log.................................................................... 129
Issues occur after the installation of a service pack............................................ 129
Updating the operating system...................................................................................... 130
Prerequisites for updating the operating system................................................. 130
Updating the operating system............................................................................130
Reconfiguring or reloading software.............................................................................. 130
Prerequisites for reconfiguring or reloading software..........................................130
Restoring a backup version.................................................................................131
Linux resources..............................................................................................................131
Application software issues.......................................................................................................131
Software locks up...........................................................................................................131
Errors occur after a software setting is changed............................................................131
Errors occur after the system software is changed........................................................ 132
Errors occur after an application is installed.................................................................. 132
ROM issues...............................................................................................................................132
Remote ROM flash issues..............................................................................................132
Command-line syntax error................................................................................. 132
Access denied on target computer......................................................................133
Invalid or incorrect command-line parameters.................................................... 133
Network connection fails on remote communication........................................... 133
Failure occurs during ROM flash.........................................................................134
Target system is not supported........................................................................... 134
System requests recovery method during a firmware update............................. 134
Boot issues.....................................................................................................................135
Server does not boot........................................................................................... 135
PXE boot guidelines for UEFI servers.................................................................137
Software and configuration utilities.................................................. 138
Server mode..............................................................................................................................138
6Contents

Product QuickSpecs................................................................................................................. 138
Active Health System Viewer....................................................................................................138
Active Health System..................................................................................................... 138
Active Health System data collection.................................................................. 139
Active Health System Log................................................................................... 139
HPE iLO 5................................................................................................................................. 139
iLO Federation............................................................................................................... 140
iLO Service Port............................................................................................................. 140
iLO RESTful API.............................................................................................................141
RESTful Interface Tool................................................................................................... 141
iLO Amplifier Pack..........................................................................................................141
Intelligent Provisioning.............................................................................................................. 141
Intelligent Provisioning operation................................................................................... 142
Management Security............................................................................................................... 143
Scripting Toolkit for Windows and Linux................................................................................... 143
UEFI System Utilities................................................................................................................ 143
Selecting the boot mode ............................................................................................... 144
Secure Boot................................................................................................................... 144
Launching the Embedded UEFI Shell ........................................................................... 145
HPE Smart Storage Administrator............................................................................................ 145
USB support..............................................................................................................................146
External USB functionality..............................................................................................146
Redundant ROM support.......................................................................................................... 146
Safety and security benefits........................................................................................... 146
Keeping the system current...................................................................................................... 147
Updating firmware or system ROM................................................................................ 147
Service Pack for ProLiant....................................................................................147
Updating firmware from the System Utilities .......................................................148
Updating the firmware from the UEFI Embedded Shell ..................................... 149
Online Flash components....................................................................................149
Drivers............................................................................................................................149
Software and firmware................................................................................................... 150
Operating system version support................................................................................. 150
HPE Pointnext Portfolio..................................................................................................150
Proactive notifications.................................................................................................... 150
Reports and logs.................................................................................152
Reports and Logs overview...................................................................................................... 152
Active Health System log.......................................................................................................... 152
Intelligent Provisioning diagnostic tools......................................................................... 153
Active Health System Log download methods...............................................................153
Downloading the Active Health System Log for a date range............................. 153
Downloading the entire Active Health System Log............................................. 154
Extracting the Active Health System Log by using curl....................................... 154
Clearing the Active Health System Log...............................................................156
Downloading the AHS log through IP..................................................................157
Downloading the AHS log using the AHS CLI for Windows................................ 157
Downloading the AHS Log using the AHS CLI for Linux.....................................157
Clearing the AHS log using iLO..................................................................................... 157
Using AHSV to troubleshoot or open a support case.....................................................158
Integrated Management Log.....................................................................................................158
Viewing the IML..............................................................................................................159
HPE SSA diagnostic tasks........................................................................................................159
HPE Smart Storage Administrator Diagnostics Utility CLI........................................................ 160
About the utility...............................................................................................................160
Contents 7

Reported information......................................................................................................161
Installing the utility..........................................................................................................163
Launching the utility in CLI mode................................................................................... 163
Diagnostic report procedures......................................................................................... 163
Viewing the diagnostic report.............................................................................. 163
Identifying and viewing diagnostic report files..................................................... 163
SmartSSD Wear Gauge report procedures....................................................................164
Viewing the SmartSSD Wear Gauge report........................................................ 164
Identifying and viewing SmartSSD Wear Gauge report files...............................164
HPS report................................................................................................................................ 164
Linux reports............................................................................................................................. 165
Resources for troubleshooting..........................................................166
Online resources.......................................................................................................................166
Hewlett Packard Enterprise Support Center website..................................................... 166
Hewlett Packard Enterprise Information Library.............................................................166
Troubleshooting resources for previous HPE ProLiant server models...........................166
Server blade enclosure troubleshooting resources........................................................166
Troubleshooting resources.............................................................................................166
Server documentation.................................................................................................... 167
Server user guide................................................................................................ 167
Server maintenance and service guide............................................................... 167
Setup and installation guide................................................................................ 168
HPE iLO software documentation.................................................................................. 168
UEFI System Utilities documentation.............................................................................168
Intelligent Provisioning software documentation............................................................ 169
Product QuickSpecs.......................................................................................................169
White papers.................................................................................................................. 169
Service notifications, advisories, and notices.................................................................169
Subscription services..................................................................................................... 169
HPE Pointnext Portfolio..................................................................................................169
Product information resources.................................................................................................. 170
Additional product information........................................................................................170
HPE SmartMemory speed information...........................................................................170
Registering the server.................................................................................................... 170
Overview of server features and installation instructions............................................... 170
Key features, option part numbers................................................................................. 170
Server and option specifications, symbols, installation warnings, and notices.............. 170
HPE Smart Array controller documentation................................................................... 170
Spare part numbers....................................................................................................... 170
Teardown procedures, part numbers, specifications......................................................171
Teardown or removal and replacement procedure videos............................................. 171
Technical topics..............................................................................................................171
Product installation resources...................................................................................................171
External cabling information...........................................................................................171
Power capacity...............................................................................................................171
Switch settings, LED functions, drive, memory, expansion board and processor
installation instructions, and board layouts.................................................................... 171
Product configuration resources............................................................................................... 171
Device driver information................................................................................................171
DDR4 memory configuration..........................................................................................172
Operating system installation and configuration information (for factory-installed
operating systems).........................................................................................................172
Server configuration information.................................................................................... 172
Installation and configuration information for the server setup software........................ 172
8Contents

Software installation and configuration of the server..................................................... 172
HPE iLO information.......................................................................................................172
Management of the server............................................................................................. 172
Installation and configuration information for the server management system.............. 172
Fault tolerance, security, care and maintenance, configuration and setup.................... 172
Websites.............................................................................................. 173
Support and other resources.............................................................174
Accessing Hewlett Packard Enterprise Support....................................................................... 174
Accessing updates....................................................................................................................174
Customer self repair..................................................................................................................175
Remote support........................................................................................................................ 175
Warranty information.................................................................................................................175
Regulatory information..............................................................................................................176
Documentation feedback.......................................................................................................... 176
Contents 9

Using this guide
Getting started
NOTE:
For common troubleshooting procedures, the term "server" is used to mean servers and server blades.
This guide provides common procedures and solutions for troubleshooting an HPE ProLiant server—from
the most basic connector issues to complex software configuration issues.
To understand the sections of this guide and to identify the best starting point for an issue, review the
following descriptions:
•Troubleshooting preparation on page 12
This section provides information on how to prepare to begin troubleshooting the server, including
important safety information, tips on how to gather symptom information, how to prepare your server to
begin diagnosis, and other pre-diagnostic information.
•Common issue resolution on page 20
Many server issues are caused by loose connections, outdated firmware, and other issues. Use this
section to perform basic troubleshooting for common issues.
•Remote troubleshooting on page 31
This section provides a list of the tools and processes to begin troubleshooting a server from a remote
location.
•Diagnostic flowcharts on page 36
If a server exhibits symptoms that do not immediately pinpoint the issue, use this section to begin
troubleshooting. The section contains a series of flowcharts that provide a common troubleshooting
process for HPE ProLiant servers. The flowcharts identify a diagnostic tool or a process to help solve
the issue.
•Hardware issues on page 71
If the symptoms point to a specific component, use this section to find solutions for issues with power,
general components, system boards, system open circuits and short circuits, and external devices.
•Software issues on page 129
If you have a known, specific software issue, use this section to identify and solve the issue.
•Software and configuration utilities on page 138
Use this section as a reference for software tools and utilities.
•Reports and logs on page 152
Use this section for more information about the reports and logs you can generate during the
troubleshooting process or prior to contacting Hewlett Packard Enterprise Support.
•Resources for troubleshooting on page 166
When additional information becomes necessary, use this section to identify websites and
supplemental documents that contain troubleshooting information.
•Support and other resources on page 174
10 Using this guide

When you need to contact Hewlett Packard Enterprise Technical Support, use this section to find the
phone number and a list of the information needed prior to making the phone call.
Supported servers
The HPE Gen10 Troubleshooting Guide focuses on troubleshooting procedures for HPE Apollo systems
and HPE ProLiant Gen10 ML, DL, BL, and XL servers.
Additional troubleshooting resources
Additional troubleshooting resources are available for HPE Gen10 server products in the following
documents:
•Error Message Guide for HPE ProLiant Gen10 servers and HPE Synergy provides a list of error
messages and information to assist with interpreting and resolving error messages.
•Integrated Management Log Messages and Troubleshooting Guide for HPE ProLiant Gen 10 and HPE
Synergy provides IML messages and associated troubleshooting information to resolve critical and
cautionary IML events.
To access the troubleshooting resources, see the Hewlett Packard Enterprise Information Library (http://
www.hpe.com/info/gen10-troubleshooting).
Supported servers 11

Troubleshooting preparation
Prerequisites for server troubleshooting
WARNING:
To avoid potential issues, ALWAYS read the warnings and cautionary information in the product
documentation before removing, replacing, reseating, or modifying system components.
IMPORTANT:
This guide provides information for multiple servers. Some information might not apply to the server
you are troubleshooting. See the server documentation for information on procedures, hardware
options, software tools, and operating systems supported by the server.
Procedure
1. Review the Important safety information.
2. Gather and record symptom information.
3. Gather all error information, such as the full POST error message displayed and the IML.
4. If it is necessary to contact Hewlett Packard Enterprise, download the Active Health System log and
submit a support case through Active Health System Viewer.
For more information, see the AHSV user guide at the Hewlett Packard Enterprise website (http://
www.hpe.com/support/ahsv-docs).
5. Prepare the server for diagnosis.
6. To begin the diagnostic process, see Initial diagnosis.
More information
Important safety information on page 12
Active Health System Viewer on page 138
Preparing the server for diagnosis on page 17
Collecting symptom information on page 15
Initial diagnosis on page 36
Important safety information
Familiarize yourself with the safety information in the following sections before troubleshooting the
system.
Important safety information
Before servicing this product, read Safety and Compliance Information for Server, Storage, Power,
Networking, and Rack Products on the Hewlett Packard Enterprise website.
Symbols on equipment
The following symbols might be found on the equipment to indicate the presence of potentially hazardous
conditions.
12 Troubleshooting preparation

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.
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.
weight in kg
weight in lb
This symbol indicates that the component exceeds the recommended weight for one
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
disconnect power from the system completely.
Warnings and cautions
WARNING:
Only authorized technicians trained by Hewlett Packard Enterprise 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.
Warnings and cautions 13

WARNING:
To reduce the risk of personal injury or damage to the equipment, consult the safety information and
user documentation provided with the server before attempting the installation.
Some servers contain high energy circuits, high current circuits, moving parts (such as fan blades),
or any combination of these hazards, that may be exposed if covers and access panels are
removed while the product is connected to a power source. These products are intended to be
serviced only by qualified personnel who have been trained to deal with these hazards. Do not
remove enclosures or attempt to bypass any interlocks designed to guard against these hazardous
conditions.
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.
weight in kg
weight in lb
WARNING:
To reduce the risk of personal injury or damage to the equipment:
• Observe local occupation health and safety requirements and
guidelines for manual handling.
• Obtain adequate assistance to lift and stabilize the chassis during
installation or removal.
• The server is unstable when not fastened to the rails.
• When mounting the server in a rack, remove the power supplies and
any other removable module to reduce the overall weight of the
product
14 Troubleshooting preparation

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
To prevent damaging the system, be aware of the precautions you must 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.
Procedure
• 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.
For more information on static electricity or assistance with product installation, contact an authorized
reseller.
Collecting symptom information
Before troubleshooting a server issue, collect the following symptom information:
Electrostatic discharge 15

• Does the server power on?
• Does the server complete POST?
◦ If not, then what do the server LEDs indicate? Which LEDs are illuminated? Which LEDs are
illuminated but not flashing? Which LEDs are flashing and at what rate are they flashing? What
color is the LED? Are LEDs flashing in unison?
◦ Is video display available?
◦ If server completes POST and video is available, are there any POST error messages? Record the
text of the POST error message as displayed.
• Does the server successfully boot an operating system or hypervisor? If not, does the server display
any of the following symptoms and at what point did the following symptom occur?
◦ An uncorrectable machine check exception
◦ Stop error or blue screen (Windows)
◦ Purple diagnostic screen (Linux)
◦ Linux kernel panic
◦ A system “hang”
◦ A system “freeze”
• If the issue occurs after an OS is installed:
◦ Does the issue occur when a new application is loading?
◦ What symptoms did the server display when the server malfunctioned? (For example, did the
server reboot? Were there LED codes, health logs, or messages on the screen?)
• Are any indications present that show that the malfunction was reported as a memory error, PCI error,
or so forth?
The processor now contains the memory controller and PCI Express controller, so faults in other areas
might be attributed to a processor malfunction.
• When did the issue occur? Record exactly when the issue happens (include the date and time). If it
happens more than once, keep a list of all symptoms for each occurrence.
• What events preceded the failure? After which steps does the issue occur?
• What has been changed since the time the server was working?
• Has hardware or software been recently added or removed? If so, were the appropriate settings in the
server setup utility changed, if necessary?
• How long has the server exhibited issue symptoms?
• If the issue occurs randomly, what is the duration or frequency?
• What failed based on the iLO Event Log or the IML?
16 Troubleshooting preparation

Preparing the server for diagnosis
Procedure
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 user guide on the Hewlett Packard Enterprise
website (http://www.hpe.com/info/proliantgen10-docs).
2. Record any error messages displayed by the system.
3. Remove all CDs, DVD-ROMs, USB drive keys, or SD cards that are not bootable devices.
4. Collect all tools and utilities necessary to troubleshoot the issue. Items you may need include a Torx
screwdriver, loopback adapters, ESD wriststrap, and software utilities.
• You must have the appropriate support software installed on the server.
• Hewlett Packard Enterprise recommends that you have access to the server documentation for
server-specific information.
5. Determine if the server will be diagnosed offline or online:
• If you will diagnose the server online, complete steps 6 and 8.
• If you will diagnose the server offline, complete steps 7 and 8.
6. To diagnose the server online, review and collect the following information:
a. Obtain a record of all current ROM settings by running CONREP from Scripting Toolkit for Windows
and Linux.
b. Review the IML.
c. Review the iLO information on both the Overview and the System Information pages.
d. Review the Diagnostics page.
e. If the OS is operating and the System Management Homepage is installed, then review the
operational status from the System Management Homepage.
f. Download the Active Health System Log.
For more information, see the Active Health System Viewer documentation on the Hewlett Packard
Enterprise website (http://www.hpe.com/support/ahsv-docs).
g. Record survey data.
7. To diagnose the server offline, power down the server and peripheral devices. If possible, always
perform an orderly shutdown:
Preparing the server for diagnosis 17

a. Exit any applications.
b. Exit the operating system.
c. Power down the server.
8. Disconnect any peripheral devices not required for testing (any devices not necessary to power up the
server).
More information
Active Health System Log on page 139
Active Health System Viewer on page 138
Server user guide on page 167
Scripting Toolkit for Windows and Linux on page 143
Integrated Management Log on page 158
Processor troubleshooting guidelines
CAUTION:
When reducing the server to a minimum configuration for troubleshooting, do not remove additional
processors. Processor and heatsinks are not designated for customer self repair. The processor
and heatsink must be removed and replaced by an authorized service provider.
Before performing any troubleshooting steps that involve processors, review the following guidelines:
• Be sure that only authorized personnel perform the troubleshooting steps that involve installation,
removal, or replacement of a processor.
• Always complete all other troubleshooting procedures before an authorized service provider removes
or replaces a processor.
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 cooling fans, if applicable
For the minimum fan configuration, see the server user guide or the chassis setup and installation
guide.
• All additional power supplies, if applicable (leave one installed)
• All hard drives and solid state drives
• All optical drives (DVD-ROM, CD-ROM, and so forth)
• All optional mezzanine cards
• All expansion boards
18 Processor troubleshooting guidelines

Before removing the components, be sure to determine the minimum configuration for each component
and follow all guidelines in the server user guide. Always use the recommended minimum configuration
above before removing any DIMMs. If you are unable to isolate the issue with the configuration above,
you will then remove all but the minimum number of associated DIMMs for each processor as directed by
the Hewlett Packard Enterprise Support Center.
Prerequisites
CAUTION:
When reducing the server to a minimum configuration for troubleshooting, do not remove additional
processors. Processor and heatsinks are not designated for customer self repair. The processor
and heatsink must be removed and replaced by an authorized service provider.
Troubleshooting preparation 19

Common issue resolution
Resolving loose connections
• Be sure that all power cords are securely connected.
• Be sure that all cables are properly aligned and securely connected for each external and internal
component.
• Remove and check all data and power cables for damage. Be sure that no cables have bent pins or
damaged connectors.
• If a cable routes through air baffles or other components, be sure the cords and cables connected to
the server are routed correctly through the baffle.
• Be sure that each device is properly seated. Avoid bending or flexing circuit boards when reseating
components.
• If a device has latches, be sure that they are completely closed and locked.
• Check any interlock or interconnect LEDs that might indicate that a component is not connected
properly.
• If issues continue to occur, remove and reinstall each device, checking the connectors and sockets for
bent pins or other damage.
• For ProLiant BL c-Class Server Blades, be sure the Onboard Administrator tray is seated properly.
Searching for service notifications
Service notifications are created to provide solutions for known issues. Check to see if your issue is
covered by an existing service notification.
Procedure
1. See the Hewlett Packard Enterprise website (http://www.hpe.com/support/hpesc).
2. Enter the product name or number, and then press Enter.
3. To show the documents available for your product, select Documents.
4. To narrow the results, select from the available options to filter by document type.
Some of the document types you may include are as follows:
• Advisory—Provides a problem and solution to an issue or a workaround.
• Bulletin or Security Bulletin—Provides information about a potential product safety or security
vulnerability.
• Notice—Provides general information, announcements, or best practices.
Firmware updates
Many common issues can be resolved by updating the firmware. Firmware updates and additional
information can be found in the following ways:
20 Common issue resolution