HPE ProLiant MicroServer Gen10 User manual

Troubleshooting Guide for HPE ProLiant
Gen10 servers
Part Number: 882108-001
Published: July 2017
Edition: 1
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 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...........................................................................................9
Getting started.....................................................................................................................................9
Supported servers.................................................................................................................. 10
Additional troubleshooting resources......................................................................................10
Troubleshooting preparation.................................................................... 11
Prerequisites for server troubleshooting............................................................................................ 11
Important safety information ............................................................................................................. 11
Symbols on equipment........................................................................................................... 11
Warnings and cautions........................................................................................................... 12
Electrostatic discharge............................................................................................................13
Collecting symptom information........................................................................................................ 14
Preparing the server for diagnosis.....................................................................................................14
Processor troubleshooting guidelines................................................................................................15
Breaking the server down to the minimum hardware configuration...................................................16
Common issue resolution.........................................................................17
Resolving loose connections.............................................................................................................17
Searching for service notifications.....................................................................................................17
Firmware updates..............................................................................................................................17
Server updates with an HPE Trusted Platform Module and BitLocker enabled..................... 17
DIMM handling guidelines................................................................................................................. 18
DIMM population information.............................................................................................................18
Component LED definitions...............................................................................................................18
SAS, SATA, and SSD drive guidelines................................................................................... 18
Hot-plug drive LED definitions................................................................................................ 19
LFF drive LED definitions....................................................................................................... 19
NVMe SSD components.........................................................................................................21
System power LED definitions................................................................................................22
Health status LED bar definitions (c-Class server blades only)..............................................22
Front panel LED and buttons..................................................................................................22
Front panel LED notations........................................................................................... 23
Using the Server Health Summary.............................................................................. 24
Front panel LED power fault codes........................................................................................ 24
Remote troubleshooting........................................................................... 26
Remote troubleshooting tools............................................................................................................26
Remote access to the Virtual Connect Manager...............................................................................27
Using iLO for remote troubleshooting of servers and server blades................................................. 27
Using Onboard Administrator for remote troubleshooting of server blades.......................................28
Using the OA CLI....................................................................................................................28
Diagnostic flowcharts............................................................................... 30
Diagnostic steps................................................................................................................................ 30
Gather important information before you begin.................................................................................30
Contents 3

Troubleshooting flowcharts................................................................................................................30
Using the Diagnostic flowcharts..............................................................................................30
Initial diagnosis....................................................................................................................... 30
Remote diagnosis flowchart....................................................................................................31
Power-on issues flowchart......................................................................................................32
Server power-on issues flowchart with ML and DL series servers.............................. 32
Server power-on issues flowchart for XL series servers..............................................34
Server blade power-on issues flowchart with BL series server blades........................ 36
POST issues flowchart........................................................................................................... 39
Intelligent Provisioning issues flowchart................................................................................. 40
Controller issues flowchart......................................................................................................42
Cache module issues flowchart.............................................................................................. 44
HPE Smart Storage Battery issues for Smart Array controllers..............................................46
Physical drive issues flowchart............................................................................................... 48
Logical drive issues flowchart................................................................................................. 50
OS boot issues flowchart........................................................................................................51
Fault indications flowchart...................................................................................................... 53
Server fault indications flowchart for non-blade servers.............................................. 53
Server blade fault indications flowchart for BL series server blades............................55
Power profile issues flowchart................................................................................................ 56
NIC issues flowchart...............................................................................................................58
General diagnosis flowchart................................................................................................... 60
Hardware issues........................................................................................ 63
Procedures for all ProLiant servers................................................................................................... 63
Power issues..................................................................................................................................... 63
Server does not power on.......................................................................................................63
Power source issues...............................................................................................................63
Power supply issues...............................................................................................................64
Insufficient power supply configuration........................................................................ 64
UPS issues............................................................................................................................. 65
UPS is not working properly.........................................................................................65
Low battery warning is displayed................................................................................. 66
One or more LEDs on the UPS is red..........................................................................66
General hardware issues...................................................................................................................66
New hardware issues............................................................................................................. 66
Unknown issue....................................................................................................................... 67
Third-party device issues........................................................................................................67
Testing the device........................................................................................................ 68
Internal system issues.......................................................................................................................68
Drive issues (hard drives and solid state drives).................................................................... 68
Drives are failed........................................................................................................... 68
Drives are not recognized............................................................................................ 69
Data is inaccessible..................................................................................................... 70
Server response time is slower than usual.................................................................. 70
HPE SmartDrive icons or LEDs illuminate errors for the wrong drive or an error
message is displayed in POST, HPE SSA, or HPE SSADUCLI.................................. 71
SSD Smart Wear error.................................................................................................71
512e Physical drive support.........................................................................................71
Diagnosing array problems.......................................................................................... 71
Drive arrays and fault-tolerance methods.................................................................... 72
Storage controller issues........................................................................................................ 81
General controller issues............................................................................................. 81
Controllers are no longer redundant............................................................................ 82
4Contents

Data located on drives accessed in RAID mode is not compatible with data
accessed from non-RAID mode...................................................................................82
The Smart Array controller does not show logical drives after moving drives to a
new server or JBOD.....................................................................................................82
Data failure or disk errors on a server with a 10SFF drive backplane or a 12LFF
drive backplane............................................................................................................83
HPE Smart Array S100i SR Gen10 drives are not found when RAID mode is
disabled........................................................................................................................83
HPE Smart Array S100i SR Gen10 drives are not recognized.................................... 84
Fan and thermal issues.......................................................................................................... 84
General fan issues.......................................................................................................84
Fans running at a higher than expected speed............................................................85
Excessive fan noise (high speeds).............................................................................. 85
Excessive fan noise (low speeds)................................................................................86
Hot-plug fan issues...................................................................................................... 86
HPE BladeSystem c-Class enclosure fans are operating at a high speed.................. 86
Memory issues........................................................................................................................86
General memory issues............................................................................................... 86
Server is out of memory...............................................................................................87
DIMM configuration errors........................................................................................... 87
Server fails to recognize existing memory................................................................... 88
Server fails to recognize new memory.........................................................................88
Uncorrectable memory error........................................................................................ 89
Correctable memory error threshold exceeded........................................................... 90
Processor issues.................................................................................................................... 90
Troubleshooting the processor.....................................................................................90
Uncorrectable machine check exception..................................................................... 91
Trusted Platform Module issues............................................................................................. 91
TPM fails or is not detected......................................................................................... 91
System battery is low or lost power........................................................................................ 91
System board and power backplane issues........................................................................... 92
microSD card issues...............................................................................................................92
The system does not boot from the microSD card.......................................................92
USB drive key issues..............................................................................................................92
System does not boot from the USB drive key............................................................ 92
Graphics and video adapter issues........................................................................................ 93
Troubleshooting general graphics and video adapter issues.......................................93
External device issues.......................................................................................................................93
Video issues........................................................................................................................... 93
The screen is blank for more than 60 seconds after you power up the server............ 93
Monitor does not function properly with energy saver features................................... 94
Video colors are wrong................................................................................................ 94
Slow-moving horizontal lines are displayed................................................................. 95
Mouse and keyboard issues...................................................................................................95
Expansion board issues..........................................................................................................95
System requests recovery method during expansion board replacement................... 95
Network controller or FlexibleLOM issues.............................................................................. 96
Network controller or FlexibleLOM is installed but not working................................... 96
Network controller or FlexibleLOM has stopped working.............................................96
Network controller or FlexibleLOM stopped working when an expansion board
was added....................................................................................................................96
Network interconnect blade issues.............................................................................. 97
HPE Smart Storage Battery issues.........................................................................................97
HPE Smart Storage Battery might lose charge when shelved for long periods of
time.............................................................................................................................. 97
HPE Smart Storage Battery configuration error...........................................................98
HPE Smart Storage Battery failure.............................................................................. 98
Contents 5

Cable issues......................................................................................................................................98
Drive errors, retries, timeouts, and unwarranted drive failures occur when using an older
Mini-SAS cable....................................................................................................................... 98
USB device not recognized, an error message is displayed, or the device does not
power on when connected to an SUV cable...........................................................................99
Software issues....................................................................................... 100
Operating system issues and resolutions........................................................................................100
Operating system issues...................................................................................................... 100
Operating system locks up.........................................................................................100
Errors are displayed in the error log...........................................................................100
Issues occur after the installation of a service pack...................................................100
Updating the operating system.............................................................................................100
Prerequisites for updating the operating system........................................................100
Updating the operating system.................................................................................. 101
Reconfiguring or reloading software..................................................................................... 101
Prerequisites for reconfiguring or reloading software................................................ 101
Restoring a backup version....................................................................................... 101
Linux resources.................................................................................................................... 101
Application software issues............................................................................................................. 102
Software locks up................................................................................................................. 102
Errors occur after a software setting is changed.................................................................. 102
Errors occur after the system software is changed...............................................................102
Errors occur after an application is installed......................................................................... 102
ROM issues.....................................................................................................................................103
Remote ROM flash issues.................................................................................................... 103
Command-line syntax error........................................................................................103
Access denied on target computer............................................................................ 103
Invalid or incorrect command-line parameters...........................................................103
Network connection fails on remote communication..................................................103
Failure occurs during ROM flash............................................................................... 104
Target system is not supported.................................................................................. 104
System requests recovery method during a firmware update....................................104
Boot issues........................................................................................................................... 105
Server does not boot..................................................................................................105
PXE boot guidelines for UEFI servers....................................................................... 106
Software and configuration utilities.......................................................107
Server mode....................................................................................................................................107
Product QuickSpecs........................................................................................................................107
Active Health System Viewer.......................................................................................................... 107
Active Health System............................................................................................................107
Active Health System data collection.........................................................................108
Active Health System Log..........................................................................................108
HPE iLO 5........................................................................................................................................108
iLO Federation......................................................................................................................108
iLO Service Port....................................................................................................................109
iLO RESTful API...................................................................................................................109
RESTful Interface Tool..........................................................................................................109
iLO Amplifier Pack................................................................................................................ 110
Intelligent Provisioning.....................................................................................................................110
Intelligent Provisioning operation.......................................................................................... 110
Management Security...................................................................................................................... 111
Scripting Toolkit for Windows and Linux...........................................................................................111
6Contents

UEFI System Utilities....................................................................................................................... 111
Selecting the boot mode ...................................................................................................... 112
Secure Boot.......................................................................................................................... 112
Launching the Embedded UEFI Shell ..................................................................................113
HPE Smart Storage Administrator................................................................................................... 113
USB support.................................................................................................................................... 114
External USB functionality.................................................................................................... 114
Redundant ROM support.................................................................................................................114
Safety and security benefits..................................................................................................114
Keeping the system current............................................................................................................. 114
Updating firmware or system ROM.......................................................................................114
Service Pack for ProLiant...........................................................................................114
Updating firmware from the System Utilities ............................................................. 115
Updating the firmware from the UEFI Embedded Shell ............................................ 116
Online Flash components.......................................................................................... 116
Drivers...................................................................................................................................116
Software and firmware.......................................................................................................... 117
Operating system version support........................................................................................ 117
HPE Pointnext Portfolio........................................................................................................ 117
Change control and proactive notification.............................................................................117
Reports and logs......................................................................................119
Overview of reports and logs........................................................................................................... 119
Integrated Management Log............................................................................................................119
HPE Smart Storage Administrator Diagnostics Utility CLI............................................................... 119
About the utility..................................................................................................................... 119
Reported information............................................................................................................ 120
Installing the utility................................................................................................................ 121
Launching the utility in CLI mode..........................................................................................121
Diagnostic report procedures................................................................................................122
Viewing the diagnostic report.....................................................................................122
Identifying and viewing diagnostic report files............................................................122
SmartSSD Wear Gauge report procedures.......................................................................... 122
Viewing the SmartSSD Wear Gauge report...............................................................122
Identifying and viewing SmartSSD Wear Gauge report files..................................... 122
HPS report.......................................................................................................................................123
sosreport and supportconfig............................................................................................................123
Resources for troubleshooting.............................................................. 124
Online resources............................................................................................................................. 124
Hewlett Packard Enterprise Support Center website............................................................124
Hewlett Packard Enterprise Information Library................................................................... 124
Troubleshooting resources for previous HPE ProLiant server models................................. 124
Server blade enclosure troubleshooting resources.............................................................. 124
Troubleshooting resources................................................................................................... 124
Server documentation...........................................................................................................124
Server user guide.......................................................................................................125
Server maintenance and service guide......................................................................125
Setup and installation guide.......................................................................................125
HPE iLO software documentation.........................................................................................125
UEFI System Utilities documentation................................................................................... 125
Intelligent Provisioning software documentation...................................................................126
System Management Homepage software documentation.................................................. 126
Product QuickSpecs............................................................................................................. 126
Contents 7

White papers.........................................................................................................................126
Service notifications, advisories, and notices....................................................................... 126
Subscription services............................................................................................................126
HPE Pointnext Portfolio........................................................................................................ 126
Product information resources.........................................................................................................127
Additional product information.............................................................................................. 127
HPE Smart Memory speed information................................................................................ 127
Registering the server...........................................................................................................127
Overview of server features and installation instructions......................................................127
Key features, option part numbers........................................................................................127
Server and option specifications, symbols, installation warnings, and notices.....................127
HPE Smart Array controller documentation..........................................................................127
Spare part numbers..............................................................................................................127
Teardown procedures, part numbers, specifications............................................................ 127
Teardown or removal and replacement procedure videos....................................................128
Technical topics.................................................................................................................... 128
Product installation resources......................................................................................................... 128
External cabling information................................................................................................. 128
Power capacity..................................................................................................................... 128
Switch settings, LED functions, drive, memory, expansion board and processor
installation instructions, and board layouts........................................................................... 128
Product configuration resources......................................................................................................128
Device driver information...................................................................................................... 128
DDR4 memory configuration................................................................................................ 128
Operating System Version Support...................................................................................... 128
Operating system installation and configuration information (for factory-installed
operating systems)............................................................................................................... 129
Server configuration information...........................................................................................129
Installation and configuration information for the server setup software...............................129
Software installation and configuration of the server............................................................ 129
HPE iLO information.............................................................................................................129
Management of the server....................................................................................................129
Installation and configuration information for the server management system.....................129
Fault tolerance, security, care and maintenance, configuration and setup...........................129
Websites................................................................................................... 130
Support and other resources................................................................. 131
Accessing Hewlett Packard Enterprise Support.............................................................................. 131
Accessing updates.......................................................................................................................... 131
Customer self repair........................................................................................................................ 131
Remote support...............................................................................................................................132
Warranty information....................................................................................................................... 132
Regulatory information.................................................................................................................... 133
Documentation feedback.................................................................................................................133
8Contents

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 11
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 17
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 26
This section provides a list of the tools and processes to begin troubleshooting a server from a remote
location.
•Diagnostic flowcharts on page 30
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 63
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 100
If you have a known, specific software issue, use this section to identify and solve the issue.
•Software and configuration utilities on page 107
Use this section as a reference for software tools and utilities.
•Reports and logs on page 119
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 124
When additional information becomes necessary, use this section to identify websites and supplemental
documents that contain troubleshooting information.
•Support and other resources on page 131
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.
Using this guide 9

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).
10 Supported servers

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.
For more information, see "Collecting symptom information on page 14."
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 (AHSV).
For more information, see the AHSV user guide at http://www.hpe.com/support/ahsv-docs.
5. Prepare the server for diagnosis. For more information, see Preparing the server for diagnosis on page
14.
6. To begin the diagnostic process, see "Initial diagnosis on page 30."
Important safety information
Familiarize yourself with the safety information in the following sections before troubleshooting 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 might be found on the 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.
Troubleshooting preparation 11

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.
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.
12 Warnings and cautions

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
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
Be aware of the precautions you must follow when setting up the system or handling components. 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 system or component.
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. Use one or more
of the following methods when handling or installing electrostatic-sensitive parts:
Electrostatic discharge 13

◦ 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:
• 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?
Preparing the server for diagnosis
14 Collecting symptom information

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 page 125.
2. Record any error messages displayed by the system.
3. Remove all CD-ROMs, DVD-ROMs, USB drive keys, or SD cards that are not bootable devices.
4. Collect all tools and utilities necessary to troubleshoot the issue, such as a Torx screwdriver, loopback
adapters, ESD wrist strap, and software utilities.
• You must have the appropriate support software installed on the server.
To verify the server configuration, connect to the System Management Homepage and select Version
Control Agent. The VCA provides a list of names and versions of all installed Hewlett Packard
Enterprise drivers, Management Agents, and utilities, and whether they are current.
• Hewlett Packard Enterprise recommends you have access to the Server documentation on page 124
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 on page 111.
b. Review the IML.
For more information, see the Integrated Management Log on page 119.
c. Review the iLO information on both the Overview and the System Information page.
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. Active Health System Log on page 108.
For more information, see the Active Health System Viewer documentation at the following 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:
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).
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:
Processor troubleshooting guidelines 15

• 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
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.
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
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.
16 Breaking the server down to the minimum hardware configuration

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 server issues. Check to see if your issue is
covered by an existing service notification.
Procedure
1. Go to the Hewlett Packard Enterprise Support Center at http://www.hpe.com/support/hpesc.
2. Enter the product name or number, and then click Go.
3. Select Top Issues and Solutions, and then select Advisories Bulletins and Notices.
The complete list of documents is displayed.
Firmware updates
Many common issues can be resolved by updating the firmware. Firmware updates and additional information
can be found in the following ways:
• SPP: Update the firmware by downloading SPP from http://www.hpe.com/servers/spp. For more
information about SPP, see Service Pack for ProLiant on page 114.
• Hewlett Packard Enterprise Support Center website: The most recent version of a particular server or
option firmware from the Hewlett Packard Enterprise website.
To locate the drivers for a particular server, go to http://www.hpe.com/support/hpesc. Under Select
your HPE product, enter the product name or number, and click Go.
• Subscription services: Hewlett Packard Enterprise offers a subscription service that can provide
notification of firmware updates. For more information, see "Subscription services."
Server updates with an HPE Trusted Platform Module and BitLocker enabled
When a TPM is installed and enabled in UEFI System Utilities, 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 when a TPM is installed or the Chipset-TPM feature is enabled
Common issue resolution 17

• Upgrading critical early boot components
• Replacing the system board
• Replacing the system board to replace or remove the TPM
• Disabling or clearing the TPM
• Moving a BitLocker-protected drive to another server
• Adding an optional PCI device, such as a storage controller or network adapter
• Installing a TPM 2.0 when Chipset-TPM is enabled in UEFI System Utilities.
For more information about TPM settings in UEFI System Utilities, see the UEFI System Utilities user guide at
http://www.hpe.com/info/uefi/docs.
DIMM handling guidelines
CAUTION:
Failure to properly handle DIMMs can cause damage to DIMM components and the system board
connector.
When handling a DIMM, observe the following guidelines:
• Avoid electrostatic discharge.
• 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, open the DIMM slot and 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 Hewlett Packard Enterprise website.
DIMM population information
For specific DIMM population information, see the DIMM population guidelines on the Hewlett Packard
Enterprise website (http://www.hpe.com/docs/memory-population-rules).
Component LED definitions
Many common issues can be identified by reviewing the component and server LEDs. For more information,
see the server and component documentation on the Hewlett Packard Enterprise website.
SAS, SATA, and SSD drive guidelines
When adding drives to the server, observe the following general guidelines:
• Drives must be of the same capacity to provide the greatest storage space efficiency when drives are
grouped in the same drive array.
• Drives in the same logical volume must be of the same type. HPE SSA does not support mixing SAS,
SATA, and SSD drives in the same logical volume.
18 DIMM handling guidelines

Hot-plug drive LED definitions
Item LED Status Definition
1 Locate Solid blue The drive is being identified by a host application.
Flashing blue The drive carrier firmware is being updated or requires an update.
2 Activity
ring
Rotating green Drive activity
Off No drive activity
3 Do not
remove
Solid white Do not remove the drive. Removing the drive causes one or more of
the logical drives to fail.
Off Removing the drive does not cause a logical drive to fail.
4 Drive
status
Solid green The drive is a member of one or more logical drives.
Flashing green The drive is rebuilding or performing a RAID migration, strip size
migration, capacity expansion, or logical drive extension, or is erasing.
Flashing amber/
green
The drive is a member of one or more logical drives and predicts the
drive will fail.
Flashing amber The drive is not configured and predicts the drive will fail.
Solid amber The drive has failed.
Off The drive is not configured by a RAID controller.
LFF drive LED definitions
Hot-plug drive LED definitions 19

Item Definition
1 Fault/UID (amber/blue)
2 Online/Activity (green)
Online/Activity
LED (green)
Fault/UID LED
(amber/blue)
Definition
On, off, or flashing Alternating
amber and blue One or more of the following conditions exist:
• The drive has failed.
• A predictive failure alert has been received for this drive.
• The drive has been selected by a management application.
On, off, or flashing Solid blue One or both of the following conditions exist:
• The drive is operating normally.
• The drive has been selected by a management application.
On Flashing amber A predictive failure alert has been received for this drive. Replace
the drive as soon as possible.
On Off The drive is online but is not currently active.
1 flash per second Flashing amber Do not remove the drive. Removing the drive might 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 remove the
drive until the expansion or migration is complete.
1 flash per second Off Do not remove the drive. Removing the drive might terminate the
current operation and cause data loss.
The drive is rebuilding, erasing, or is part of an array that is
undergoing capacity expansion or stripe migration.
4 flashes per
second
Flashing amber The drive is active but a predictive failure alert has been received for
this drive. Replace the drive as soon as possible.
4 flashes per
second
Off The drive is active and is operating normally.
Off Solid amber A critical fault condition has been identified for this drive and the
controller has placed it offline. Replace the drive as soon as
possible.
Off Flashing amber A predictive failure alert has been received for this drive. Replace
the drive as soon as possible.
Off Off The drive is offline, a spare, or not configured as part of an array.
20 Common issue resolution