IBM System x3650 M3 4255 User manual

IBM System x3650 M3 Types 4255, 7945, and 7949
Problem Determination and Service Guide


IBM System x3650 M3 Types 4255, 7945, and 7949
Problem Determination and Service Guide


Note: Before using this information and the product it supports, read the general information in Appendix B, “Notices,” on page 281,
the IBM Safety Information and IBM Environmental Notices and User's Guide on the IBM System x Documentation CD, and the
IBM Warranty Information document that comes with your server.
Eleventh Edition (September 2012)
© Copyright IBM Corporation 2012.
US Government Users Restricted Rights – Use, duplication or disclosure restricted by GSA ADP Schedule Contract
with IBM Corp.

Contents
Safety ............................vii
Guidelines for trained service technicians ...............viii
Inspecting for unsafe conditions .................viii
Guidelines for servicing electrical equipment .............ix
Safety statements ........................x
Chapter 1. Start here.......................1
Diagnosing a problem .......................1
Undocumented problems .....................4
Chapter 2. Introduction ......................5
Related documentation ......................5
Notices and statements in this document................6
Features and specifications.....................7
Server controls, LEDs, and connectors ................9
Front view ..........................9
Rear view ..........................12
Internal connectors, LEDs, and jumpers................15
System-board internal connectors .................15
System-board external connectors.................16
System-board switches and jumpers ................17
System-board LEDs ......................20
System-board optional device connectors ..............22
PCI riser-card adapter connectors .................22
PCI riser-card assembly LEDs ..................22
SAS riser-card connectors and LEDs................24
Chapter 3. Diagnostics .....................25
Diagnostic tools ........................25
POST ............................26
Event logs .........................26
POST error codes.......................28
Checkout procedure .......................41
About the checkout procedure ..................41
Performing the checkout procedure ................42
Troubleshooting tables ......................43
DVD drive problems ......................43
General problems .......................44
Hard disk drive problems ....................44
Hypervisor problems ......................46
Intermittent problems......................47
USB keyboard, mouse, or pointing-device problems ..........48
Memory problems .......................49
Microprocessor problems ....................51
Monitor or video problems....................51
Optional-device problems ....................54
Power problems .......................55
Serial device problems .....................59
ServerGuide problems .....................60
Software problems ......................61
Universal Serial Bus (USB) port problems ..............61
Video problems........................61
Light path diagnostics ......................62
© Copyright IBM Corp. 2012 iii

Remind button ........................64
Light path diagnostics LEDs ...................65
Power-supply LEDs .......................69
Diagnostic programs, messages, and error codes ............72
Running the diagnostic programs .................72
Diagnostic text messages ....................73
Viewing the test log ......................73
Diagnostic messages .....................73
Tape alert flags ........................108
Recovering the server firmware ..................109
Automatic boot failure recovery (ABR) ................112
Nx boot failure.........................113
System event messages log ...................114
Integrated management module error messages ............114
Solving power problems .....................153
Solving Ethernet controller problems ................154
Solving undetermined problems ..................154
Problem determination tips ....................155
Chapter 4. Parts listing, Types 4255, 7945, and 7949 server.......157
Replaceable server components ..................157
Product recovery CDs ......................165
Power cords .........................165
Chapter 5. Removing and replacing server components ........169
Installation guidelines ......................169
System reliability guidelines...................170
Working inside the server with the power on ............171
Handling static-sensitive devices .................171
Returning a device or component ................172
Internal cable routing and connectors ...............172
Removing and replacing consumable parts and Tier 1 CRUs .......176
Removing the cover .....................177
Installing the cover ......................178
Removing the microprocessor 2 air baffle..............178
Installing the microprocessor 2 air baffle ..............180
Removing the DIMM air baffle ..................180
Installing the DIMM air baffle ..................182
Removing the fan bracket ...................182
Installing the fan bracket ....................184
Removing an IBM virtual media key................185
Installing an IBM virtual media key ................186
Removing a USB hypervisor memory key .............186
Installing a USB hypervisor memory key ..............187
Removing a PCI riser-card assembly ...............188
Installing a PCI riser-card assembly ................189
Removing a PCI adapter from a PCI riser-card assembly ........190
Installing a PCI adapter in a PCI riser-card assembly .........191
Removing the optional two-port Ethernet adapter ...........193
Installing the optional two-port Ethernet adapter ...........194
Storing the full-length-adapter bracket ...............196
Removing the SAS riser-card and controller assembly .........197
Installing the SAS riser-card and controller assembly .........198
Removing a ServeRAID SAS controller from the SAS riser card .....201
Installing a ServeRAID SAS controller on the SAS riser card ......202
Removing an optional ServeRAID adapter advanced feature key .....204
iv IBM System x3650 M3 Types 4255, 7945, and 7949: Problem Determination and Service Guide

Installing an optional ServeRAID adapter advanced feature key .....205
Removing a ServeRAID SAS controller battery from the remote battery tray 207
Installing a ServeRAID SAS controller battery on the remote battery tray 208
Removing a hot-swap hard disk drive ...............210
Installing a hot-swap hard disk drive ...............210
Removing a simple-swap hard disk drive ..............211
Installing a simple-swap hard disk drive ..............212
Removing an optional CD-RW/DVD drive..............213
Installing an optional CD-RW/DVD drive ..............214
Removing a tape drive ....................214
Installing a tape drive .....................216
Removing a memory module (DIMM) ...............217
Installing a memory module...................217
Installing a DIMM ......................222
Removing a hot-swap fan ...................223
Installing a hot-swap fan ....................224
Removing a hot-swap ac power supply ..............225
Installing a hot-swap ac power supply ...............226
Removing the battery .....................229
Installing the battery .....................231
Removing the operator information panel assembly ..........233
Installing the operator information panel assembly ..........233
Removing and replacing Tier 2 CRUs ................234
Removing the bezel .....................234
Installing the bezel ......................234
Removing the SAS hard disk drive backplane ............235
Installing the SAS hard disk drive backplane ............235
Removing the simple-swap hard disk drive backplate .........236
Installing the simple-swap hard disk drive backplate ..........237
Removing and replacing FRUs ..................238
Removing a microprocessor and heat sink .............238
Installing a microprocessor and heat sink..............240
Thermal grease .......................244
Removing a heat-sink retention module ..............246
Installing a heat-sink retention module ...............246
Removing the system board ..................247
Installing the system board ...................248
Removing the 240 VA safety cover ................250
Installing the 240 VA safety cover ................251
Chapter 6. Configuration information and instructions ........253
Updating the firmware ......................253
Configuring the server ......................253
Using the Setup utility .....................255
Using the Boot Selection Menu program ..............260
Starting the backup server firmware................260
Using the ServerGuide Setup and Installation CD...........260
Using the integrated management module .............263
Using the USB memory key for VMware hypervisor ..........264
Using the remote presence capability and blue-screen capture ......265
Using the embedded hypervisor .................266
Enabling the Broadcom Gigabit Ethernet Utility program ........267
Configuring the Gigabit Ethernet controller .............267
Using the LSI Configuration Utility program .............268
IBM Advanced Settings Utility program...............270
Updating IBM Systems Director ..................270
Contents v

Updating the Universal Unique Identifier (UUID) ............271
Updating the DMI/SMBIOS data ..................274
Appendix A. Getting help and technical assistance ..........279
Before you call ........................279
Using the documentation.....................279
Getting help and information from the World Wide Web .........279
Software service and support ...................280
Hardware service and support ...................280
IBM Taiwan product service....................280
Appendix B. Notices ......................281
Trademarks..........................281
Important notes ........................282
Particulate contamination.....................283
Documentation format ......................283
Telecommunication regulatory statement ...............284
Electronic emission notices ....................284
Federal Communications Commission (FCC) statement ........284
Industry Canada Class A emission compliance statement ........284
Avis de conformité à la réglementation d'Industrie Canada .......284
Australia and New Zealand Class A statement ............284
European Union EMC Directive conformance statement ........285
Germany Class A statement ..................285
Japan VCCI Class A statement .................286
Japan Electronics and Information Technology Industries Association (JEITA)
statement ........................286
Korea Communications Commission (KCC) statement .........286
Russia Electromagnetic Interference (EMI) Class A statement ......287
People's Republic of China Class A electronic emission statement ....287
Taiwan Class A compliance statement ...............287
Index ............................289
vi IBM System x3650 M3 Types 4255, 7945, and 7949: Problem Determination and Service Guide

Safety
Before installing this product, read the Safety Information.
Antes de instalar este produto, leia as Informações de Segurança.
Pred instalací tohoto produktu si prectete prírucku bezpecnostních instrukcí.
Læs sikkerhedsforskrifterne, før du installerer dette produkt.
Lees voordat u dit product installeert eerst de veiligheidsvoorschriften.
Ennen kuin asennat tämän tuotteen, lue turvaohjeet kohdasta Safety Information.
Avant d'installer ce produit, lisez les consignes de sécurité.
Vor der Installation dieses Produkts die Sicherheitshinweise lesen.
Prima di installare questo prodotto, leggere le Informazioni sulla Sicurezza.
Les sikkerhetsinformasjonen (Safety Information) før du installerer dette produktet.
Antes de instalar este produto, leia as Informações sobre Segurança.
Antes de instalar este producto, lea la información de seguridad.
Läs säkerhetsinformationen innan du installerar den här produkten.
© Copyright IBM Corp. 2012 vii

Bu ürünü kurmadan önce güvenlik bilgilerini okuyun.
Guidelines for trained service technicians
This section contains information for trained service technicians.
Inspecting for unsafe conditions
Use the information in this section to help you identify potential unsafe conditions in
an IBM product that you are working on. Each IBM product, as it was designed and
manufactured, has required safety items to protect users and service technicians
from injury. The information in this section addresses only those items. Use good
judgment to identify potential unsafe conditions that might be caused by non-IBM
alterations or attachment of non-IBM features or optional devices that are not
addressed in this section. If you identify an unsafe condition, you must determine
how serious the hazard is and whether you must correct the problem before you
work on the product.
Consider the following conditions and the safety hazards that they present:
vElectrical hazards, especially primary power. Primary voltage on the frame can
cause serious or fatal electrical shock.
vExplosive hazards, such as a damaged CRT face or a bulging capacitor.
vMechanical hazards, such as loose or missing hardware.
To inspect the product for potential unsafe conditions, complete the following steps:
1. Make sure that the power is off and the power cord is disconnected.
2. Make sure that the exterior cover is not damaged, loose, or broken, and
observe any sharp edges.
3. Check the power cord:
vMake sure that the third-wire ground connector is in good condition. Use a
meter to measure third-wire ground continuity for 0.1 ohm or less between
the external ground pin and the frame ground.
vMake sure that the power cord is the correct type, as specified in “Power
cords” on page 165.
vMake sure that the insulation is not frayed or worn.
4. Remove the cover.
5. Check for any obvious non-IBM alterations. Use good judgment as to the safety
of any non-IBM alterations.
viii IBM System x3650 M3 Types 4255, 7945, and 7949: Problem Determination and Service Guide

6. Check inside the server for any obvious unsafe conditions, such as metal filings,
contamination, water or other liquid, or signs of fire or smoke damage.
7. Check for worn, frayed, or pinched cables.
8. Make sure that the power-supply cover fasteners (screws or rivets) have not
been removed or tampered with.
Guidelines for servicing electrical equipment
Observe the following guidelines when you service electrical equipment:
vCheck the area for electrical hazards such as moist floors, nongrounded power
extension cords, and missing safety grounds.
vUse only approved tools and test equipment. Some hand tools have handles that
are covered with a soft material that does not provide insulation from live
electrical currents.
vRegularly inspect and maintain your electrical hand tools for safe operational
condition. Do not use worn or broken tools or testers.
vDo not touch the reflective surface of a dental mirror to a live electrical circuit.
The surface is conductive and can cause personal injury or equipment damage if
it touches a live electrical circuit.
vSome rubber floor mats contain small conductive fibers to decrease electrostatic
discharge. Do not use this type of mat to protect yourself from electrical shock.
vDo not work alone under hazardous conditions or near equipment that has
hazardous voltages.
vLocate the emergency power-off (EPO) switch, disconnecting switch, or electrical
outlet so that you can turn off the power quickly in the event of an electrical
accident.
vDisconnect all power before you perform a mechanical inspection, work near
power supplies, or remove or install main units.
vBefore you work on the equipment, disconnect the power cord. If you cannot
disconnect the power cord, have the customer power-off the wall box that
supplies power to the equipment and lock the wall box in the off position.
vNever assume that power has been disconnected from a circuit. Check it to
make sure that it has been disconnected.
vIf you have to work on equipment that has exposed electrical circuits, observe
the following precautions:
– Make sure that another person who is familiar with the power-off controls is
near you and is available to turn off the power if necessary.
– When you are working with powered-on electrical equipment, use only one
hand. Keep the other hand in your pocket or behind your back to avoid
creating a complete circuit that could cause an electrical shock.
– When you use a tester, set the controls correctly and use the approved probe
leads and accessories for that tester.
– Stand on a suitable rubber mat to insulate you from grounds such as metal
floor strips and equipment frames.
vUse extreme care when you measure high voltages.
vTo ensure proper grounding of components such as power supplies, pumps,
blowers, fans, and motor generators, do not service these components outside of
their normal operating locations.
vIf an electrical accident occurs, use caution, turn off the power, and send another
person to get medical aid.
Safety ix

Safety statements
Important:
Each caution and danger statement in this document is labeled with a number. This
number is used to cross reference an English-language caution or danger
statement with translated versions of the caution or danger statement in the Safety
Information document.
For example, if a caution statement is labeled “Statement 1,” translations for that
caution statement are in the Safety Information document under “Statement 1.”
Be sure to read all caution and danger statements in this document before you
perform the procedures. Read any additional safety information that comes with the
server or optional device before you install the device.
Attention: Use No. 26 AWG or larger UL-listed or CSA certified
telecommunication line cord.
xIBM System x3650 M3 Types 4255, 7945, and 7949: Problem Determination and Service Guide

Statement 1:
DANGER
Electrical current from power, telephone, and communication cables is
hazardous.
To avoid a shock hazard:
vDo not connect or disconnect any cables or perform installation,
maintenance, or reconfiguration of this product during an electrical
storm.
vConnect all power cords to a properly wired and grounded electrical
outlet.
vConnect to properly wired outlets any equipment that will be attached to
this product.
vWhen possible, use one hand only to connect or disconnect signal
cables.
vNever turn on any equipment when there is evidence of fire, water, or
structural damage.
vDisconnect the attached power cords, telecommunications systems,
networks, and modems before you open the device covers, unless
instructed otherwise in the installation and configuration procedures.
vConnect and disconnect cables as described in the following table when
installing, moving, or opening covers on this product or attached
devices.
To Connect: To Disconnect:
1. Turn everything OFF.
2. First, attach all cables to devices.
3. Attach signal cables to connectors.
4. Attach power cords to outlet.
5. Turn device ON.
1. Turn everything OFF.
2. First, remove power cords from outlet.
3. Remove signal cables from connectors.
4. Remove all cables from devices.
Safety xi

Statement 2:
CAUTION:
When replacing the lithium battery, use only IBM Part Number 33F8354 or an
equivalent type battery recommended by the manufacturer. If your system has
a module containing a lithium battery, replace it only with the same module
type made by the same manufacturer. The battery contains lithium and can
explode if not properly used, handled, or disposed of.
Do not:
vThrow or immerse into water
vHeat to more than 100°C (212°F)
vRepair or disassemble
Dispose of the battery as required by local ordinances or regulations.
xii IBM System x3650 M3 Types 4255, 7945, and 7949: Problem Determination and Service Guide

Statement 3:
CAUTION:
When laser products (such as CD-ROMs, DVD drives, fiber optic devices, or
transmitters) are installed, note the following:
vDo not remove the covers. Removing the covers of the laser product could
result in exposure to hazardous laser radiation. There are no serviceable
parts inside the device.
vUse of controls or adjustments or performance of procedures other than
those specified herein might result in hazardous radiation exposure.
DANGER
Some laser products contain an embedded Class 3A or Class 3B laser
diode. Note the following.
Laser radiation when open. Do not stare into the beam, do not view directly
with optical instruments, and avoid direct exposure to the beam.
Class 1 Laser Product
Laser Klasse 1
Laser Klass 1
Luokan 1 Laserlaite
Appareil A Laser de Classe 1
`
Safety xiii

Statement 4:
≥18 kg (39.7 lb) ≥32 kg (70.5 lb) ≥55 kg (121.2 lb)
CAUTION:
Use safe practices when lifting.
Statement 5:
CAUTION:
The power control button on the device and the power switch on the power
supply do not turn off the electrical current supplied to the device. The device
also might have more than one power cord. To remove all electrical current
from the device, ensure that all power cords are disconnected from the power
source.
1
2
xiv IBM System x3650 M3 Types 4255, 7945, and 7949: Problem Determination and Service Guide

Statement 8:
CAUTION:
Never remove the cover on a power supply or any part that has the following
label attached.
Hazardous voltage, current, and energy levels are present inside any
component that has this label attached. There are no serviceable parts inside
these components. If you suspect a problem with one of these parts, contact
a service technician.
Statement 12:
CAUTION:
The following label indicates a hot surface nearby.
Statement 26:
CAUTION:
Do not place any object on top of rack-mounted devices.
This server is suitable for use on an IT power-distribution system whose maximum
phase-to-phase voltage is 240 V under any distribution fault condition.
Important: This product is not suitable for use with visual display workplace
devices according to Clause 2 of the German Ordinance for Work with Visual
Display Units.
Safety xv

xvi IBM System x3650 M3 Types 4255, 7945, and 7949: Problem Determination and Service Guide

Chapter 1. Start here
You can solve many problems without outside assistance by following the
troubleshooting procedures in this Problem Determination and Service Guide and
on the IBM Web site. This document describes the diagnostic tests that you can
perform, troubleshooting procedures, and explanations of error messages and error
codes. The documentation that comes with your operating system and software
also contains troubleshooting information.
Diagnosing a problem
Before you contact IBM or an approved warranty service provider, follow these
procedures in the order in which they are presented to diagnose a problem with
your server:
1. Determine what has changed.
Determine whether any of the following items were added, removed, replaced,
or updated before the problem occurred:
vBIOS code
vDevice drivers
vFirmware
vHardware components
vSoftware
If possible, return the server to the condition it was in before the problem
occurred.
2. Collect data.
Thorough data collection is necessary for diagnosing hardware and software
problems.
a. Document error codes and system-board LEDs.
vSystem error codes: See “Viewing the test log” on page 73 for
information about error codes.
vSoftware or operating-system error codes: See the documentation for
the software or operating system for information about a specific error
code. See the manufacturer's Web site for documentation.
vLight path diagnostics LEDs: See “Light path diagnostics LEDs” on
page 65 for information about light path diagnostics LEDs that are lit.
vSystem-board LEDs: See “System-board LEDs” on page 20 for
information about system-board LEDs that are lit.
b. Collect system data.
Run Dynamic System Analysis (DSA) to collect information about the
hardware, firmware, software, and operating system. Have this information
available when you contact IBM or an approved warranty service provider.
For instructions for running the DSA program, see “Running the diagnostic
programs” on page 72.
If you have to download the latest version of DSA, go to
http://www.ibm.com/systems/support/supportsite.wss/
docdisplay?brandind=5000008&lndocid=SERV-DSA or complete the
following steps.
Note: Changes are made periodically to the IBM Web site. The actual
procedure might vary slightly from what is described in this document.
© Copyright IBM Corp. 2012 1

1) Go to http://www.ibm.com/systems/support/.
2) Under Product support, click System x.
3) Under Popular links, click Software and device drivers.
4) Under Related downloads, click Dynamic System Analysis (DSA).
For information about DSA command-line options, go to
http://publib.boulder.ibm.com/infocenter/toolsctr/v1r0/index.jsp?topic=/
com.ibm.xseries.tools.doc/erep_tools_dsa.html or complete the following
steps:
1) Go to http://publib.boulder.ibm.com/infocenter/toolsctr/v1r0/index.jsp.
2) In the navigation pane, click IBM System x and BladeCenter Tools
Center.
3) Click Tools reference > Error reporting and analysis tools > IBM
Dynamic System Analysis.
3. Follow the problem-resolution procedures.
The four problem-resolution procedures are presented in the order in which they
are most likely to solve your problem. Follow these procedures in the order in
which they are presented:
a. Check for and apply code updates.
Most problems that appear to be caused by faulty hardware are actually
caused by BIOS code, system firmware, device firmware, or device drivers
that are not at the latest levels.
Important: Some cluster solutions require specific code levels or
coordinated code updates. If the device is part of a cluster solution, verify
that the latest level of code is supported for the cluster solution before you
update the code.
1) Determine the existing code levels.
In DSA, click Firmware/VPD to view system firmware levels, or click
Software to view operating-system levels.
2) Download and install updates of code that is not at the latest level.
To display a list of available updates for your server, go to
http://www.ibm.com/systems/support/supportsite.wss/
docdisplay?brandind=5000008&lndocid=MIGR-4JTS2T or complete the
following steps.
Note: Changes are made periodically to the IBM Web site. The actual
procedure might vary slightly from what is described in this document.
a) Go to http://www.ibm.com/systems/support/.
b) Under Product support, click System x.
c) Under Popular links, click Software and device drivers.
d) Click System x3650 M3 to display the list of downloadable files for
the server.
You can install code updates that are packaged as an UpdateXpress
System Pack or UpdateXpress CD image. An UpdateXpress System
Pack contains an integration-tested bundle of online firmware and
device-driver updates for your server.
Be sure to separately install any listed critical updates that have release
dates that are later than the release date of the UpdateXpress System
Pack or UpdateXpress image.
2IBM System x3650 M3 Types 4255, 7945, and 7949: Problem Determination and Service Guide