Hpe Edgeline Troubleshooting Guide

Transcript

HPE Edgeline Troubleshooting Guide Abstract This document describes common procedures and solutions for troubleshooting the HPE Edgeline System. This document is intended for the person who installs, administers, and troubleshoots the HPE Edgeline System. Hewlett Packard Enterprise assumes you are qualified to service computer equipment and are trained in recognizing hazards in products with hazardous energy levels. *871871-001a* Part Number: 871871-001a Published: January 2017 Edition: 1 © 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 Intel®, Itanium®, Pentium®, Intel Inside®, and the Intel Inside logo are trademarks of Intel Corporation in the United States and other countries. Microsoft® and Windows® are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Adobe® and Acrobat® are trademarks of Adobe Systems Incorporated. Java® and Oracle® are registered trademarks of Oracle and/or its affiliates. UNIX® is a registered trademark of The Open Group. Contents Getting started............................................................................................. 6 Introduction..........................................................................................................................................6 Additional Product Resources.................................................................................................. 6 Important safety information ............................................................................................................... 6 Symbols on equipment............................................................................................................. 6 Warnings and cautions............................................................................................................. 7 Electrostatic discharge and grounding information...................................................................8 Troubleshooting preparation......................................................................9 Preparing the system for diagnosis..................................................................................................... 9 Diagnosing the HPE Edgeline System................................................................................................ 9 Collecting symptom information.......................................................................................................... 9 Components and LEDs............................................................................. 11 Edgeline EL1000 front panel components.........................................................................................11 Edgeline EL1000 front panel LEDs and buttons................................................................................11 Edgeline EL4000 front panel LEDs and buttons................................................................................12 Cartridge LEDs and buttons.............................................................................................................. 13 Hardware problems................................................................................... 15 General hardware problems.............................................................................................................. 15 Resolving loose connections.................................................................................................. 15 Edgeline system does not recognize new hardware.............................................................. 15 Power problems.................................................................................................................................16 Chassis power-on problems................................................................................................... 16 Cartridge power-on problems................................................................................................. 17 Power source is not working...................................................................................................17 The power supply power LED is green but the chassis does not power on........................... 18 Insufficient power supply configuration...................................................................................18 Redundant power supplies are not available..........................................................................19 Cartridge problems............................................................................................................................ 20 Cartridge boot problems......................................................................................................... 20 Cartridge reboots randomly.................................................................................................... 20 Cartridge response time is slower than usual.........................................................................21 System battery........................................................................................................................21 Thermal problems..............................................................................................................................22 EL1000 chassis is not cooling properly.................................................................................. 22 Fans are not running...............................................................................................................22 Fans are running at a higher than expected speed................................................................ 22 Excessive fan noise (high speeds)......................................................................................... 23 Excessive fan noise (low speeds)...........................................................................................23 Fans are not cooling............................................................................................................... 23 Hot-plug fan issues................................................................................................................. 24 Drive problems (hard drives and solid state drives).......................................................................... 24 M.2 drives are not recognized................................................................................................ 24 Drive data is inaccessible....................................................................................................... 25 Contents 3 SSD Smart Wear error............................................................................................................25 Software problems.................................................................................... 26 Operating system problems and resolutions..................................................................................... 26 Operating system locks up..................................................................................................... 26 Errors are displayed in the error log....................................................................................... 26 Issues occur after the installation of a service pack............................................................... 26 Updating the operating system............................................................................................... 26 Prerequisites for reconfiguring or reloading software........................................................................ 27 Restoring to a backed-up version......................................................................................................27 Linux resources................................................................................................................................. 27 Linux tools (sosreport and supportconfig)...............................................................................27 Application software problems...........................................................................................................28 Software locks up................................................................................................................... 28 Errors occur after a software setting is changed.................................................................... 28 Errors occur after the system software is changed.................................................................28 Errors occur after an application is installed........................................................................... 28 ROM issues....................................................................................................................................... 29 Command-line syntax error.................................................................................................... 29 Access denied on target computer......................................................................................... 29 Invalid or incorrect command-line parameters........................................................................29 Network connection fails on remote communication.............................................................. 30 Failure occurs during ROM flash............................................................................................ 30 Target system is not supported...............................................................................................30 System requests recovery method during a firmware update................................................ 30 UEFI BIOS Issues............................................................................................................................. 31 Cannot download the file in the network boot URL.................................................................31 Cannot network boot from downloaded image file..................................................................31 Cannot deploy from the UEFI Shell script...............................................................................32 Software tools and solutions....................................................................33 HPE iLO.............................................................................................................................................33 Integrated Management Log...................................................................................................33 HPE iLO Event Log.................................................................................................................33 iLO RESTful API support........................................................................................................ 33 Active Health System..............................................................................................................33 HPE Edgeline Component Pack........................................................................................................34 Smart Update Manager.......................................................................................................... 34 UEFI System Utilities.........................................................................................................................34 Using UEFI System Utilities....................................................................................................35 Resources for troubleshooting................................................................ 36 Online resources............................................................................................................................... 36 HPE Edgeline Information Library.......................................................................................... 36 Product QuickSpecs............................................................................................................... 36 White papers and technical topics.......................................................................................... 36 Service notifications, advisories, and notices......................................................................... 36 Subscription services..............................................................................................................36 HPE Technology Service Portfolio.......................................................................................... 36 Registering the product...........................................................................................................37 Product installation resources........................................................................................................... 37 Cabling resources...................................................................................................................37 Power capacity....................................................................................................................... 37 4 Contents LED functions, component installation instructions, and component identification.................37 Cartridge configuration information.........................................................................................37 Key features, option part numbers..........................................................................................37 Operating System Version Support........................................................................................ 37 Error messages..........................................................................................38 POST error messages.......................................................................................................................38 Introduction to POST error messages.................................................................................... 38 HPE iLO messages, traps, and errors...............................................................................................40 Event log entries..................................................................................................................... 40 Support and other resources................................................................... 50 Accessing Hewlett Packard Enterprise Support................................................................................ 50 Accessing updates............................................................................................................................ 50 Customer self repair.......................................................................................................................... 50 Remote support................................................................................................................................. 51 Websites............................................................................................................................................51 Warranty information......................................................................................................................... 51 Regulatory information...................................................................................................................... 52 Documentation feedback...................................................................................................................52 Contents 5 Getting started Introduction This guide provides common procedures for troubleshooting the components of the HPE Edgeline system. Additional Product Resources For product-specific information about installation or routine maintenance, see one of the following resources. HPE Edgeline EL1000 System • • HPE Edgeline EL1000 System User Guide HPE Edgeline EL1000 System Maintenance and Service Guide HPE Edgeline EL4000 System • • HPE Edgeline EL4000 System User Guide HPE Edgeline EL4000 System Maintenance and Service Guide Operating System • Operating System Deployment on HPE ProLiant Moonshot Server Cartridges User Guide Additional resources can also be found in the HPE Edgeline Information Library. 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 the Safety, Compliance, and Warranty Information document provided with the system. 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. 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. 6 Getting started This symbol on an RJ-45 receptacle indicates a network interface connection. WARNING: To reduce the risk of electric shock, fire, or damage to the equipment, do not plug telephone or telecommunications connectors into this receptacle. This symbol indicates the presence of a hot surface or hot component. If this surface is contacted, the potential for injury exists. WARNING: To reduce the risk of injury from a hot component, allow the surface to cool before touching. This symbol indicates that the component exceeds the recommended weight for one 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/modulelevel 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: • • • • • • • • • Extend the leveling feet of the rack to the floor. Verify that the full weight of the rack rests on the leveling feet. Attach the stabilizing feet to the rack, if it is a single-rack installation. Verify that the racks are coupled together in multiple-rack installations. Only extend one component at a time. A rack may become unstable if more than one component is extended for any reason. Observe local occupation health and safety requirements and guidelines for manual handling. Obtain adequate assistance to lift and stabilize the cartridge during installation or removal. Remember that the cartridge is unstable when not fastened to the rails. Remove the power supplies and any other removable module to reduce the weight of the overall product when mounting the cartridge in a rack. Warnings and cautions 7 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. Connect the power cord into a grounded (earthed) electrical outlet that is easily accessible at all times. Disconnect 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 chassis. 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 cartridge. CAUTION: The cartridge 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 and grounding information Preventing Electrostatic Discharge To prevent damaging the system, be aware of the precautions you need to follow when setting up the system or handling parts. A discharge of static electricity from a finger or other conductor may damage system boards or other static-sensitive devices. This type of damage may reduce the life expectancy of the device. To prevent electrostatic damage: • • • • • Avoid hand contact by transporting and storing products in static-safe containers. Keep electrostatic-sensitive parts in their containers until they arrive at static-free workstations. Place parts on a grounded surface before removing them from their containers. Avoid touching pins, leads, or circuitry. Always be properly grounded when touching a static-sensitive component or assembly. Grounding Methods to Prevent Electrostatic Discharge Several methods are used for grounding. Use one or more of the following methods when handling or installing electrostatic-sensitive parts: • • • • Use a wrist strap connected by a ground cord to a grounded workstation or computer chassis. Wrist straps are flexible straps with a minimum of 1 megohm. ±10 percent resistance in the ground cords. To provide proper ground, wear the strap snug against the skin. Use heel straps, toe straps, or boot straps at standing workstations. Wear the straps on both feet when standing on conductive floors or dissipating floor mats. Use conductive field service tools. Use a portable field service kit with a folding static-dissipating work mat. If you do not have any of the suggested equipment for proper grounding, have an authorized reseller install the part. For more information on static electricity or assistance with product installation, contact an authorized reseller. 8 Electrostatic discharge and grounding information Troubleshooting preparation Preparing the system for diagnosis Prerequisites Complete the following steps before preparing the HPE Edgeline system for diagnosis. 1. Review the important safety information. 2. Gather symptom information. Procedure 1. Verify that the system is in the proper operating environment with adequate power, air conditioning, and humidity control. For required environmental conditions, see the product documentation. 2. Record any error messages displayed by the system. For more information about iLO logs, see Integrated Management Log or HPE iLO Event Log. 3. Collect all tools and utilities necessary to troubleshoot the issue, such as a Torx screwdriver, loopback adapters, an ESD wrist strap, and software utilities For product-specific information, Hewlett Packard Enterprise recommends that you have access to the product information. Diagnosing the HPE Edgeline System Procedure 1. Review the iLO Integrated Management Log (IML). For more information about iLO logs, see Integrated Management Log. 2. Record the data displayed in the iLO logs. Collecting symptom information The following list of questions can help identify a specific issue. Use these questions to identify the source of an issue prior to completing troubleshooting procedures. Once the symptom information has been gathered, use the appropriate sections of this guide to troubleshoot the issue. If you cannot solve the issue, or you need assistance, contact the Hewlett Packard Enterprise Support Center. • • • • • Does the chassis power on? Do the cartridges power on? What do the health LEDs indicate for each component ( chassis, cartridge)? Does the cartridge successfully boot an operating system? If not, does the cartridge display any of the following symptoms? ◦ An uncorrectable machine check exception ◦ Linux kernel panic ◦ A system “hang” ◦ A system “freeze” If the problem occurs after an OS is installed: ◦ ◦ Does the problem occur when a new application is loading? What symptoms did the Edgeline system display when the malfunction occurred? For example, did it reboot? Were there LED codes, health logs, messages on the screen, and so forth? Troubleshooting preparation 9 • • • • • • • When did the problem occur? Record exactly when the problem occurs, including the date and time. If it occurs more than once, keep a list of all symptoms for each occurrence. What events preceded the failure? After which steps does the problem occur? What has been changed since the last time the Edgeline system was working? Did you recently add or remove hardware or software? How long has the system exhibited problem symptoms? If the problem occurs randomly, what is the duration or frequency? What failed, based on the HPE iLO Event Log or the HPE iLO IML? For more information, see the cartridge user and maintenance guide or the chassis setup and installation guide on the Hewlett Packard Enterprise website. 10 Troubleshooting preparation Components and LEDs The following section provides detailed information about the components and LEDs for the EL1000 chassis, the EL4000 chassis, and supported cartridges. Common issues can be identified by observing the LED statuses. For more information, see the product documentation. Edgeline EL1000 front panel components 6 5 4 3 Item Description 1 Cartridge 2 Drives 3 USB 3.0 ports 4 Network port 2* 5 Network port 1* 6 iLO port 2 1 Edgeline EL1000 front panel LEDs and buttons 1 2 3 4 5 Item Description Status 1 iLO and network port link LED Green = Linked to network Off = No network connection 2 iLO and network port activity LED Green or flashing green = Network activity Off = No network activity Table Continued Components and LEDs 11 Item Description Status 3 Cartridge UID LED/button Blue = Cartridge ID is selected. Flashing blue = Cartridge firmware update is in progress or iLO IRC is in use. Off = Cartridge ID is not selected. 4 Cartridge health LED Green = Normal operation Flashing Amber = Degraded condition Flashing Red = Critical condition Off = No power 5 Cartridge power LED Green = Normal operation Amber = Standby operation Off = No power Edgeline EL4000 front panel LEDs and buttons Reset Reset 1 2 3 4 5 6 Item Description Status 1 USB 2.0 port Connects a USB 2.0 device to the cartridge 2 Cartridge power LED/button Green = Normal operation Amber = Standby operation Off = No power or no cartridge installed Table Continued 12 Edgeline EL4000 front panel LEDs and buttons Item Description Status 3 Cartridge health LED Green = Normal operation Flashing amber = Degraded condition Flashing red = Critical condition Off = No power or no cartridge installed 4 Cartridge UID LED Blue = Cartridge ID is selected Flashing blue = Cartridge firmware update is in progress or iLO IRC is in use Off = Cartridge ID is not selected 5 Management reset pin hole button Resets the chassis controller. iLO remains operational. 6 Chassis system health LED Green = Normal operation Flashing amber = Degraded condition Off = No power Cartridge LEDs and buttons Cartridge LEDs and buttons 13 Item Description Status 1 Cartridge power LED/button • • • Green = Normal operation Amber = Standby operation Off = No power 2 Cartridge UID LED/button • • • Blue = Cartridge ID is selected. Flashing blue = Cartridge firmware update is in progress. Off = Cartridge ID is not selected. • • • • Green = Normal operation Flashing amber = Degraded condition Flashing red = Critical condition Off = No power 3 14 Cartridge health LED Components and LEDs Hardware problems Use this section to troubleshoot issues relating to hardware. NOTE: This section may provide solutions to issues regarding hardware features not supported by the cartridge you are troubleshooting. General hardware problems Resolving loose connections Symptom The system does not power on. Cause • • • The power cords or cables are not properly aligned. The power cords or cables are not securely connected. The power cords or cables may be damaged. Action Procedure 1. Verify all power cords are securely connected. 2. Verify all cables are properly aligned and securely connected for all external and internal components. 3. Remove and check all data and power cables for damage. Be sure no cables have bent pins or damaged connectors. 4. If a cable routes through air baffles or other components, verify that the cords and cables connected to the server are routed correctly through the baffle. 5. If a device has latches, verify that they are completely closed and locked. 6. If necessary, remove and reinstall each device, checking the connectors and sockets for bent pins or other damage. Edgeline system does not recognize new hardware Symptom The Edgeline system does not recognize recently installed components. Cause The hardware is not installed properly or is not supported by the Edgeline system. Action Procedure 1. Verify that the hardware being installed is supported on the Edgeline system. For more information on supported hardware, see the documentation in the HPE Edgeline Information Library. Hardware problems 15 If necessary, remove unsupported hardware. 2. Verify that the new hardware is properly installed. 3. Verify that no loose connections exist. 4. Verify that all cables are connected to the correct locations and are the correct lengths. For more information, see the chassis documentation in the HPE Edgeline Information Library. 5. Verify that existing components were not accidentally unseated during the installation of the new hardware components. 6. Install all necessary software updates, such as firmware, ROM updates, patches, and the correct version for the hardware. 7. Uninstall the new hardware. Power problems Chassis power-on problems Use this flowchart to troubleshoot chassis power-on problems. Start Chassis power-on problems Connect the power cords to the power No source, and power on the chassis. Are the power cords connected to the power source? Off Are the power supply LEDs Green or Off? Green Yes Does the issue still exist? No Yes Troubleshoot for power problems. Amber Does the cartridge power LED display amber or green? Green The chassis has power. 16 Power problems End Cartridge power-on problems Start Cartridge Power-on Problems Install the cartridge into the chassis. See the HPE Edgeline EL4000 System User Guide and the HPE Edgeline EL1000 User Guide on the HPE Edgeline Information Library. End No Is the cartridge installed in the chassis? Yes Wait for 60 seconds after installing the cartridge into the chassis. Reseat the cartridge. What color is the cartridge power LED? Remove the cartridge and verify that the cartridge and LED cable is connected to the connector on the cartridge. Green Off Amber Press the cartridge power button and wait while the cartridge boots. Contact support. Yes Does the condition still exist? No Green What color is the cartridge power LED? Off Amber Verify that sufficient power is available for the Edgeline system. Review the iLO event log. Power source is not working Symptom The system does not power on. Cause • • • • • There are components or cables that are not properly connected or seated. The grounded power outlet is not working. The power cord is not functional. The circuit breaker is in the off position. The line voltage is insufficient for the load. Cartridge power-on problems 17 Action Procedure 1. Review the front and rear panel LEDs. For more information about the front panel LED statuses, see Components and LEDs. 2. Plug another device into the grounded power outlet to verify that the outlet works. Also, verify that the power source meets applicable standards. 3. Replace the power cord with a known functional power cord to verify that it is working properly. 4. Replace the power strip with a known functional power strip to verify that it is working properly. 5. Have a qualified electrician check the line voltage to be sure that it meets the required specifications. 6. Verify that the proper circuit breaker is in the On position. 7. Verify that no loose connections exist. The power supply power LED is green but the chassis does not power on Symptom Although the power supply LED displays green, the chassis will not power on. Cause The power supplies being used have different outputs and efficiency ratings. Action Procedure 1. Verify that the power supplies installed in the chassis have the same output and efficiency rating. Power supplies cannot be mixed in the same chassis. If non-matching power supplies are installed in the chassis, remove all power supplies and install only power supplies with the same spare part number. Insufficient power supply configuration Symptom The power supply configuration is insufficient to meet the power requirements for the chassis. Cause The current power supply configuration is not sufficient to operate the chassis. Action Procedure 1. Verify that the power supplies installed support the power requirements for the cartridge configuration. 2. Verify that all of the power supplies are supported for the specified chassis. For more information, see the product QuickSpecs. 3. If the power supplies have LEDs, check the LEDs to verify that each power supply is working properly. If the LEDs indicate an issue with the power supply (red, amber, or off), check the power source. If the power source is working properly, then replace the power supply. 4. Verify that the system has enough power. If new hardware has been added, such as drives, remove the added hardware. If the issue is no longer present, then additional power supplies are required. Check the system information from the IML. 18 The power supply power LED is green but the chassis does not power on For product-specific information, see the product documentation in the HPE Edgeline Information Library. For more information about power requirements, see the HPE Power Advisor on the Hewlett Packard Enterprise website. Redundant power supplies are not available Symptom The AC power is not available. Cause Redundant power supplies are configured, but the power supplies are not compatible. Action Procedure 1. Log in to iLO on the cartridge. 2. Select System Information > Power. The Power page displays and can be used to determine what power supplies are installed in the chassis and how much power is used. 3. Verify that no loose connections exist. 4. Verify that all of the power supplies have the same spare part number and are supported by the Edgeline system. For a list of supported power supplies, see the product QuickSpecs. Redundant power supplies are not available 19 Cartridge problems Cartridge boot problems Start Cartridge boot problems See the Cartridge power-on problems flowchart. No Does the cartridge have power? Yes See the HPE Edgeline EL4000 System User Guide and the HPE Edgeline EL1000 User Guide on the HPE Edgeline Information Library. Is the cartridge power LED green? No Press the cartridge power button or power on the cartridge remotely. Yes No Is the firmware current? No Yes View the Integrated Management log for possible errors. Does the virtual serial port session display boot text? Update the configuration and reboot the cartridge. Yes Does proper boot device work? No No Is correct boot device selected in iLO? Yes End Cartridge reboots randomly Symptom The cartridge node restarts without being prompted. Cause Errors exist on the cartridge. Action Procedure 1. Log in to the iLO firmware. If the issue occurs after loading the operating system, troubleshoot the operating system. 2. Review the IML for issues marked Critical severity. 3. Perform steps to resolve the errors displayed in the IML. 20 Cartridge problems 4. Use iLO to power down the cartridge node experiencing the issue. 5. Observe the node during the boot process and watch for errors. 6. Perform steps to resolve the errors displayed. If the issue still exists, contact Hewlett Packard Enterprise technical support. For more information about iLO firmware, see the HPE iLO User Guide in the Hewlett Packard Enterprise Information Library. Cartridge response time is slower than usual Symptom The cartridge response time is slower than usual. Cause • • • The drive is full. Operating system encryption technology is causing a decrease in performance. A recovery operation is pending on the logical drive. Action Procedure 1. Verify that the drive is not full. If needed, increase the amount of free space on the drive. Hewlett Packard Enterprise recommends that drives have a minimum of 15% free space. 2. Review information about the operating system encryption technology, which could cause a decrease in system performance. For more information, see the operating system documentation. 3. Use HPE SSA to verify that a recovery operation is not pending on the logical drive. System battery If the cartridge no longer automatically displays the correct date and time, you might have to replace the battery that provides power to the real-time clock. Under normal use, battery life is 5 to 10 years. WARNING: The computer contains an internal lithium manganese dioxide, a vanadium pentoxide, or an alkaline battery pack. A risk of fire and burns exists if the battery pack is not properly handled. To reduce the risk of personal injury: • • • • Do not attempt to recharge the battery. Do not expose the battery to temperatures higher than 60°C (140°F). Do not disassemble, crush, puncture, short external contacts, or dispose of in fire or water. Replace only with the spare designated for this product. For more information on the system battery, refer to the cartridge user and maintenance guide in the HPE Edgeline Information Library. Cartridge response time is slower than usual 21 Thermal problems EL1000 chassis is not cooling properly Symptom The EL1000 chassis is overheating or is not functioning properly. Cause The filter is not clean. Action Procedure 1. Change the filter. For more information, see the chassis documentation in the HPE Edgeline Information Library. Fans are not running Symptom The fans are seated properly, but are not running. Cause • • • One or more required fans are not installed. The fan configuration does not meet functional requirements for the cartridge. Error messages display during POST. Action Procedure 1. Verify the fan configuration meets functional requirements for the system. 2. Verify that no POST error messages are displayed while booting the system that indicate temperature violation or fan failure information. 3. Access the iLO IML to see if any error messages relating to the fan are listed. 4. In the iLO firmware, select System Information > Fans to view the fan status for issues. 5. Replace any non-functioning fans. 6. Verify fans are installed and operating on all fan bays. For more information about fan and temperature requirements, see the chassis documentation in the HPE Edgeline Information Library. 7. Restart the system. Fans are running at a higher than expected speed. Symptom The fans are running at a higher speed than expected. Cause • • 22 The system temperature sensor is reading within approximately 10°C of the Caution threshold. An air baffle or blank is missing or not installed properly and causing a disruption of the airflow. Thermal problems • • The processor heatsink is not installed as indicated in the cartridge or chassis documentation. A supported fan is not installed in the server. Action Procedure 1. Update the server to the latest firmware versions, such as iLO firmware, system BIOS, option firmware, etc. For more information about updating firmware, see Updating firmware. 2. Verify the information on the Temperature tab. Fan speeds can be high if a sensor temperature is within approximately 10°C of the Caution threshold. 3. Verify that all air baffles and required blanks, such as drive blanks, processor heatsink blanks, power supply blanks, etc, are installed. 4. Verify that the correct processor heatsink is installed. 5. If the system supports both standard and performance fans, verify that the correct fan is installed. Excessive fan noise (high speeds) Symptom Fans are operating at high speeds with excessive noise. Cause Fans can generate noise if running at a high speed (as expected). Action Procedure 1. In the iLO web interface, navigate to the Information > System Information page. 2. Click the Fans tab. 3. Verify the fan status and fan speed. Fan speeds greater than 60% are expected to be loud. 4. If the fan is running at a higher speed than expected, see Fans running at a higher than expected speed. Excessive fan noise (low speeds) Symptom Fans operating at low speeds are producing an abnormal or rattling sound. Action Procedure 1. Replace the fan. For more information, see the product documentation in the HPE Edgeline Information Library. Fans are not cooling Symptom The fans are not properly cooling the system. Excessive fan noise (high speeds) 23 Cause The fan airflow path may be blocked. Action Procedure 1. Verify that no ventilation issues exist. If the system has been operating for an extended period with the access panel removed, airflow may have been impeded. Fans operate at 100% when the access panel is removed. For further requirements, see the chassis documentation in the HPE Edgeline Information Library. 2. Verify that the fan airflow path is not blocked by cables or other material. Hot-plug fan issues Symptom Hot-plug fans are not working properly. Cause The hot-plug fans are not installed properly or do not meet the requirements for the system. Action Procedure 1. Check the LEDs to verify that the hot-plug fans are working 2. Verify that no POST error messages are displayed. For a list of POST error messages, see POST error messages. 3. Verify that the hot-plug fans meet the requirements for the system. Drive problems (hard drives and solid state drives) M.2 drives are not recognized Symptom The system does not recognize M.2 drives. Action Procedure 24 1. 2. 3. Verify that no issues exist with the power supply or power source. Verify that no loose connections exist. Check for available updates on the following components. 4. 5. • Smart Array Controller firmware • Dynamic Smart Array driver • HBA firmware • Expander backplane SEP firmware • System ROM Verify that the drive or backplane is cabled properly. Check the drive LEDs to verify that the drives are functioning properly. Hot-plug fan issues 6. Verify that the drive is supported. To determine if the drive is supported, see the product QuickSpecs. 7. Power cycle the cartridge. 8. Verify that the drive bay is not defective by installing the hard drive into another bay. 9. If the drive is a replacement drive on an array controller, verify that the drive is the same type and of the same or larger capacity than the original drive. 10. If using an array controller, verify that the drive is configured in an array. Run HPE SSA. For more information about HPE SSA, see the Hewlett Packard Enterprise website. 11. Verify that the correct controller drivers are installed and that the controller supports the hard drives being installed. 12. If a controller supports Smart Array Advanced Pack (SAAP) license keys and the configuration is dual domain, verify that the SAAP license key is installed. For more information, see the Hewlett Packard Enterprise website. 13. If SAS separators are used, verify that the Smart Array controller contains a cache module. 14. If a storage enclosure is used, verify that the storage enclosure is powered on. 15. If a SAS switch is used, verify that the disks are zoned to the cartridge using the Virtual SAS Manager. Drive data is inaccessible Symptom The data on the drives cannot be accessed. Cause • • The files are corrupt. Viruses exist on the cartridge. Action Procedure 1. Run the repair utility for the operating system to check for corrupt files. 2. Run a current version of a virus scan utility. 3. Migrate the data to a new cartridge. When migrating encrypted data to a new cartridge, follow the recovery procedures in the operating system documentation. SSD Smart Wear error Symptom A POST message or an IML message is received. Cause The device is approaching the maximum usage limit for writes to the device. Action Procedure 1. Replace the device. For more information, see the chassis maintenance and service guide in the HPE Edgeline Information Library. Drive data is inaccessible 25 Software problems The best sources of information for software problems are the operating system and application software documentation, which might also point to fault detection tools that report errors and preserve the system configuration. For more information about supported software tools, see "Software tools and solutions." Operating system problems and resolutions Operating system locks up Symptom The operating system locks up. Action • • • • • Scan for viruses with an updated virus scan utility. Review the HPE iLO event log. Review the IML. Gather the NMI Crash Dump information for review, if needed. Obtain the Active Health System log for use when contacting Hewlett Packard Enterprise. Errors are displayed in the error log Symptom Error messages are displayed in the error log. Action Follow the information provided in the error log. For more information, see the operating system documentation. Issues occur after the installation of a service pack Symptom Issues occur after the installation of a service pack. Action Update the operating system. For more information, see "Updating the operating system." Updating the operating system Prerequisites Before updating the operating system, read the release notes for each update. Use care when applying operating system updates (Service packs, hotfixes, and patches). Some updates overwrite files specific to Hewlett Packard Enterprise. If you do not require specific fixes from the update, Hewlett Packard Enterprise recommends that you do not apply the updates. Procedure 1. Perform a full system backup. 2. Apply the operating system update using the instructions provided. 3. Install the current drivers. 26 Software problems If you apply the update and have issues, locate the files to correct the issues on the Hewlett Packard Enterprise website. Prerequisites for reconfiguring or reloading software If all other options have not resolved the problem, consider reconfiguring the system. Before you take this step, do the following: Procedure 1. Weigh the projected downtime of a software reload against the time spent troubleshooting intermittent problems. You might consider starting over by removing and reinstalling the software containing issues. 2. Be sure the cartridge has adequate resources (processor speed, drive space, and memory) for the software. 3. Be sure the cartridge ROM is current. 4. Be sure you have printed records of all troubleshooting information you have collected to this point. 5. Be sure you have two good backups before you start. Test the backups using a backup utility. 6. Check the operating system and application software resources to be sure you have the latest information. 7. If the last-known functioning configuration does not work, try to recover the system with operating system recovery software. For more information, see the operating system documentation. Restoring to a backed-up version If you recently upgraded the operating system or software and cannot resolve the issue, try restoring a previously saved version of the system. Before restoring the backup, make a backup of the current system. If restoring the previous system does not correct the issue, you can restore the current set to be sure you do not lose additional functionality. For more information, see the documentation provided with the backup software. Linux resources For troubleshooting information specific to Linux operating systems, see the Linux for ProLiant website. To assist in possible LINUX installation issues on HPE ProLiant servers, capture either the sosreport or supportconfig before contacting Hewlett Packard Enterprise technical support. For more information, see Linux tools (sosreport and supportconfig). Linux tools (sosreport and supportconfig) To assist in possible Linux installation issues on HPE ProLiant servers, Hewlett Packard Enterprise will request operating system configuration information. To assist Hewlett Packard Enterprise with any investigation please gather the system configuration information before contacting Hewlett Packard Enterprise technical support. After contacting Hewlett Packard Enterprise technical support you will be provided details of how to make the collected information available to Hewlett Packard Enterprise. For each of the following Linux distributions, use the tool indicated: • • • Red Hat Enterprise Linux (and distributions based on RHEL) — sosreport SLES — supportconfig Ubuntu — sosreport Other distributions are likely to use either the sosreport or supportconfig. If your distribution does not provide either, use the distribution provided method of collecting information equivalent to sosreport and/or supportconfig. If you need to install supportconfig or sosreport, use the standard software management tools provided by your distribution. Prerequisites for reconfiguring or reloading software 27 Please note that this may not be the only information you are asked to collect. Hewlett Packard Enterprise technical support will provide details on how to collect any additional data required. The collection of any extra data may require you to install additional Hewlett Packard Enterprise or distribution provided software. Application software problems Software locks up Symptom The software locks up. Cause • • • • The software might be incompatible with other software on the cartridge. Known issues might exist with the software. The cartridge configuration might have changed. The cartridge might be infected by a virus. Action 1. 2. 3. 4. 5. Check the application log and operating system log for entries indicating why the software locked up. Check for incompatibility with other software on the cartridge. Check the support website of the software vendor for known issues. Review log files for changes made to the cartridge that might have caused the issue. Scan the cartridge for viruses with an updated virus scan utility. Errors occur after a software setting is changed Symptom The system locks up after settings were changed. Cause The new system settings are not supported. Action Check the system logs to determine what changes were made, and then change the settings back to the original configuration. Errors occur after the system software is changed Symptom Errors occur after the system software is changed. Action Change the settings back to the original configuration. If more than one setting was changed, change the settings one at a time to isolate the cause of the issue. Errors occur after an application is installed Symptom Errors occur after an application is installed on a cartridge. Action 28 Application software problems • • • • • Check the application log and operating system log for entries indicating why the software failed. Check system settings to determine if they are the cause of the error. You might need to obtain the settings from the cartridge setup utility and manually set the software switches. For more information, see the application documentation, the vendor website, or both. Check for overwritten files. To determine which files are added by the application, see the application documentation. Reinstall the application. Be sure you have the most current drivers. ROM issues Command-line syntax error Symptom If the correct command-line syntax is not used, an error message describing the incorrect syntax is displayed and the program exits. Cause Incorrect command-line is used. Action 1. Correct the command-line syntax. 2. Restart the process. Access denied on target computer Symptom When attempting to access a networked target computer for which administrative privileges are not authorized, an error message is displayed describing the issue, and then the program exits. Cause Administrative privileges are not available for the user requesting access. Action 1. Obtain administrative privileges for the target computer or cartridge. 2. Restart the process. Be sure the remote registry service is running on a Windows-based system. Invalid or incorrect command-line parameters Symptom If incorrect parameters are passed into command-line options, an error message describing the invalid or incorrect parameter is displayed and the program exits. Cause Invalid or incorrect command-line parameters are used. Action 1. Correct the invalid parameter. 2. Restart the process. ROM issues 29 Network connection fails on remote communication Symptom An error message describing the broken connection displays and the program exits. Cause Because network connectivity cannot be guaranteed, it is possible for the administrative client to become disconnected from the target cartridge during the ROM flash preparation. If any remote connectivity procedure fails during the ROM flash online preparation, the ROM flash does not occur for the target system. Action 1. Attempt to ascertain and correct the cause of connection failure. 2. Restart the process. Failure occurs during ROM flash Symptom The cartridge will not start. Cause The flash cannot be interrupted during a ROM flash, or the ROM image is corrupted and the cartridge does not start. The most likely reason for failure is a loss of power to the system during the flash process. Action Initiate ROMPaq disaster recovery procedures. Target system is not supported Symptom If the target system is not listed in the supported cartridges list, an error message appears and the program exits. Cause Only supported systems can be upgraded using the Remote ROM Flash utility. Action To determine if the cartridge is supported, see the Hewlett Packard Enterprise website. System requests recovery method during a firmware update Symptom The system requests a recovery method during a firmware update. Action When updating the firmware on a BitLocker-encrypted cartridge, do the following: 1. Always disable BitLocker before updating the firmware. If BitLocker is not disabled, the system requests the recovery method selected when BitLocker was configured. Failure to provide the correct recovery password or passwords results in loss of access to all encrypted data. 2. Update the firmware. If BitLocker is configured to measure option ROMs, follow the firmware upgrade steps in "Updating firmware." BitLocker can be configured to measure the following option ROMs: 30 Network connection fails on remote communication • HPE iLO • NIC • Smart Array storage • Standup HBAs 3. Enable BitLocker after the firmware updates are complete. For information on BitLocker, see BitLocker for servers on the Microsoft website. Updating firmware Procedure 1. Check the firmware version on the device. 2. Determine the latest firmware version available. For more information, see the operating system documentation. 3. If a Trusted Platform Module (TPM) is installed and enabled on the cartridge, disable BitLocker before updating the firmware. For more information, see the operating system documentation. 4. Download and update the firmware to the current version supported for the hardware configuration. 5. Verify the firmware update by checking the firmware version. 6. If a TPM is installed and enabled on the cartridge, enable BitLocker after the firmware update is complete. For more information, see the operating system documentation. UEFI BIOS Issues Cannot download the file in the network boot URL Symptom An error message displays when trying to download the file in the URL that was specified for a network boot. Cause • • • • • • The network connection settings specified during static configuration are incorrect. The DHCP server did not respond. No cable is connected to the selected NIC port. The file is incorrect or not present on the server. The file cannot be downloaded due to insufficient privileges. The HTTP or FTP server is down or did not respond. Action 1. Use the Embedded UEFI Shell ping command to check the network connection. 2. 3. 4. 5. 6. 7. 8. See "Ping" in the UEFI Shell User Guide for HPE ProLiant in the HPE Edgeline Information Library. Change the static network connection settings. Ensure that there is an operational DHCP server available. Verify that there is a cable connection. Check the file name and verify that it exists on the server. Verify that you have admin privileges on the server. Verify that the HTTP or FTP server you specified is available and operational. Try to download the URL again. Cannot network boot from downloaded image file Symptom Updating firmware 31 Booting from the image specified in the URL fails. Cause • • The image is not signed and Secure Boot is enabled. The downloaded file is corrupt. Action 1. Verify that the image is signed and that its Secure Boot settings are correct. See "Secure Boot" in the UEFI System Utilities User Guide for HPE ProLiant in the HPE Edgeline Information Library. 2. Try to download the file in the URL again. 3. Select a new file and repeat the URL configuration, specifying the new file. 4. Try to download the new file in the URL. Cannot deploy from the UEFI Shell script Symptom An error message displays when attempting to deploy an OS using the UEFI Shell script. Cause Configuration settings are not correct. Action 1. Verify the following. • • • • The Embedded UEFI Shell interface is added to the UEFI Boot Order list or One-Time Boot Menu. When added to the UEFI Boot Order list, the Embedded UEFI Shell interface is the first boot option in the UEFI Boot Order list so that it overrides other boot options to load. UEFI Shell Script Auto-Start is enabled. The correct startup.nsh script file location in attached media or a network location is specified. If it is in attached media, the startup.nsh script must be either inside the fsX:\ or the fsX:\efi \boot directory. • The .nsh script only contains supported commands. • The system has enough RAM memory to create RAM disks during automated script execution. • Any OS boot loader or diagnostics application launched using the .nsh script is supported to run in the UEFI environment. 2. Try the deployment again. 32 Cannot deploy from the UEFI Shell script Software tools and solutions HPE iLO iLO is a remote server management processor embedded on the system boards of HPE ProLiant and Synergy servers. iLO enables the monitoring and controlling of servers from remote locations. HPE iLO management is a powerful tool that provides multiple ways to configure, update, monitor, and repair servers remotely. iLO (Standard) comes preconfigured on HPE servers without an additional cost or license. Features that enhance server administrator productivity are licensed. For more information, see the HPE iLO documentation on the Hewlett Packard Enterprise website. Integrated Management Log The IML records hundreds of events and stores them in an easy-to-view form. The IML timestamps each event with 1-minute granularity. You can view recorded events in the IML in several ways, including the following: • • • • From within HPE SIM From within UEFI System Utilities From within the Embedded UEFI shell From within operating system-specific IML viewers: • • ◦ For Windows: IML Viewer ◦ For Linux: IML Viewer Application From within the iLO web interface From within Insight Diagnostics HPE iLO Event Log The iLO Event Log is an operating system-independent log that maintains a record of events by date and time. Logged events include major events, such as a power outage or a reset, login events, node power on/off events, configuration changes, and iLO firmware events. To view recorded events in the iLO Event Log, use the GUI in the iLO firmware. For more information, see the iLO user guides on the Hewlett Packard Enterprise website. iLO RESTful API support HPE iLO 4 firmware version 2.00 and later includes the iLO RESTful API. The iLO RESTful API is a management interface that server management tools can use to perform configuration, inventory, and monitoring of the ProLiant server via iLO. The iLO RESTful API uses basic HTTPS operations (GET, PUT, POST, DELETE, and PATCH) to submit or return JSON-formatted data with iLO web server. HPE iLO 4 2.30 and later is Redfish 1.0-conformant while remaining backward compatible with the existing iLO RESTful API. HPE iLO 4 supports the iLO RESTful API with ProLiant Gen8 and later servers. For more information about the iLO RESTful API, see the Hewlett Packard Enterprise website. Active Health System The Active Health System monitors and records changes in the server hardware and system configuration. The Active Health System provides: Software tools and solutions 33 • • • • Continuous health monitoring of over 1600 system parameters Logging of all configuration changes Consolidated health and service alerts with precise time stamps Agentless monitoring that does not affect application performance For more information, see the following documents: • • iLO User Guide on the Hewlett Packard Enterprise website Intelligent Provisioning User Guide on the Hewlett Packard Enterprise website Active Health System log The data collected by the Active Health System is stored in the Active Health System log. The data is logged securely, isolated from the operating system, and separate from customer data. When the Active Health System log is full, new data overwrites the oldest data in the log. It takes less than 5 minutes to download the Active Health System log and send it to a Hewlett Packard Enterprise support professional to help you resolve an issue. When you download and send Active Health System data to Hewlett Packard Enterprise, you agree to have Hewlett Packard Enterprise use the data for analysis, technical resolution, and quality improvements. The data that is collected is managed according to the privacy statement, available on the Hewlett Packard Enterprise website. HPE Edgeline Component Pack The HPE Edgeline Component Pack is a comprehensive firmware solution tested on the Edgeline System and delivered as a compressed file. The compressed file includes all the component files needed to update an Edgeline System. Users deploy the firmware updates contained in the HPE Edgeline Component Pack using the included Smart Update Manager, or by updating using the firmware update capability of the iLO 4 on each server cartridge. Download the latest pack from the Hewlett Packard Enterprise website. Smart Update Manager Smart Update Manager (SUM) is an application included with the HPE Edgeline Component Pack that provides a web-based GUI for installing and updating firmware on many Hewlett Packard Enterprise products, including the Edgeline System. Smart Update Manager has an integrated discovery engine that finds the installed hardware and current versions of firmware in use on nodes that you identify. This application installs updates in the correct order and ensures that all dependencies are net before deploying an update, and prevents an installation if there are version-based dependencies that it cannot resolve. The version of Smart Update Manager included with each HPE Edgeline Component Pack release is designed to be the best solution for installing Edgeline System firmware updates. Always use the included version of Smart Update Manager for Edgeline System updates. For more information, see the HPE Edgeline Component Pack Update Guide in the HPE Edgeline Information Library. UEFI System Utilities The UEFI System Utilities is embedded in the system ROM. The UEFI System Utilities enable you to perform a wide range of configuration activities, including: • • • • • • • 34 Configuring system devices and installed options Enabling and disabling system features Displaying system information Selecting the primary boot controller Configuring memory options Selecting a language Launching other preboot environments such as the Embedded UEFI Shell and Intelligent Provisioning Active Health System log For more information, see the UEFI System Utilities user guide for your product on the Hewlett Packard Enterprise website. To access mobile-ready online help for the UEFI System Utilities and UEFI Shell, scan the QR code at the bottom of the screen. For on-screen help, press the F1 key. Using UEFI System Utilities To use the System Utilities, use the following keys. Action Key Access System Utilities F9 during server POST Navigate menus Up and Down arrows Select items Enter Save selections F10 Access Help for a highlighted configuration option* F1 * Scan the QR code on the screen to access online help for the UEFI System Utilities and UEFI Shell. Default configuration settings are applied to the server at one of the following times: • • Upon the first system power-up After defaults have been restored Default configuration settings are sufficient for typical server operations; however, you can modify configuration settings as needed. The system prompts you for access to the UEFI System Utilities each time the system is powered up. Using UEFI System Utilities 35 Resources for troubleshooting Online resources HPE Edgeline Information Library The HPE Edgeline Information Library is a task-based repository that includes installation instructions, user guides, maintenance and service guides, best practices, and useful links. Use this website to obtain the latest documentation and look up information about the following: • • • • Learning about the Edgeline system technology Setting up and configuring the Edgeline system Updating the components of the Edgeline system Using and managing the Edgeline system Product QuickSpecs For more information about product features, specifications, options, configurations, and compatibility, see the product QuickSpecs on the Hewlett Packard Enterprise website. White papers and technical topics White papers are electronic documentation on complex technical topics. Some white papers contain in-depth details and procedures. Topics include Hewlett Packard Enterprise products, technology, OS, networking products, and performance. For more information see the HPE Edgeline Information Library. Service notifications, advisories, and notices To search for service notifications, see the Hewlett Packard Enterprise Support Center. Enter the product name or number, and then click Go. Select Top Issues and Solutions, and then Advisories Bulletins and Notices. The complete list of documents is displayed. Subscription services Receive support alerts, product support communications, driver updates, software releases, firmware updates, and customer replaceable component information in your email by signing up on the Hewlett Packard Enterprise website. To change options for support alerts you already receive, click the link to sign in on the right. HPE Technology Service Portfolio Connect to Hewlett Packard Enterprise for assistance on the journey to the new style of IT. The Hewlett Packard Enterprise Technology Services delivers confidence and reduces risk to help you realize agility and stability in your IT infrastructure. Utilize our consulting expertise in the areas of private or hybrid cloud computing, big data and mobility requirements, improving data center infrastructure and better use of today’s server, storage and networking technology. For more information, see the Hewlett Packard Enterprise website. Our support portfolio covers services for server, storage and networking hardware and software plus the leading industry standard operating systems. Let us work proactively with you to prevent problems. Our flexible choices of hardware and software support coverage windows and response times help resolve problems faster, reduce unplanned outages and free your staff for more important tasks. For more information, see the Hewlett Packard Enterprise website. 36 Resources for troubleshooting Tap into our knowledge, expertise, innovation and world-class services to achieve better results. Access and apply technology in new ways to optimize your operations and you’ll be positioned for success. Registering the product To experience quicker service and more efficient support, register the product at the Hewlett Packard Enterprise Product Registration website. Product installation resources Cabling resources Cabling configurations and requirements vary depending on the product and installed options. For more information about product features, specifications, options, configurations, and compatibility, see the product QuickSpecs on the Hewlett Packard Enterprise website . Power capacity See the HPE Power Advisor on the Hewlett Packard Enterprise website. LED functions, component installation instructions, and component identification See the hood label and the chassis user guide. The hood label is located on the access panel of the chassis, and the chassis user guide is available in the HPE Edgeline Information Library. Cartridge configuration information For cartridge configuration information, see the cartridge user guide or setup and installation guide. These guides are available in the following locations: • • Hewlett Packard Enterprise Information Library Hewlett Packard Enterprise Support Center website Key features, option part numbers For more information about product features, specifications, options, configurations, and compatibility, see the product QuickSpecs on the Hewlett Packard Enterprise website . Operating System Version Support For information about specific versions of a supported operating system, refer to the operating system support matrix. Registering the product 37 Error messages POST error messages Introduction to POST error messages The error messages and codes in this section are generated by the HPE Edgeline System. Some messages are informational only and do not indicate any error. WARNING: To avoid potential issues, ALWAYS read the warnings and cautionary information in the product documentation before removing, replacing, reseating, or modifying system components. MCU buffer unit has detected an error. Possible cause: Set on an uncorrectable memory error Action: For more information, see the operating system logs. Memory Controller Unit (MCU) has detected an error. Possible cause: Set on an uncorrectable memory error Action: For more information, see the operating system logs. RCEC has detected an error. Possible cause: Set on an internal SoC (Intel Atom CPU) error Action: For more information, see the operating system logs. PCIe RP[1] has detected an error. Possible cause: Root port 1 uncorrectable error Action: For more information, see the operating system logs. PCIe RP[2] has detected an error. Possible cause: Root port 2 uncorrectable error Action: For more information, see the operating system logs. PCIe RP[3] has detected an error. Possible cause: Root port 3 uncorrectable error Action: For more information, see the operating system logs. PCIe RP[4] has detected an error. Possible cause: Root port 4 uncorrectable error Action: For more information, see the operating system logs. Error detected with the ROM image. Possible cause: Error with ROM flash update on previous boot 38 Error messages Action: Flash the BIOS image again. Error detected with drive 1. Possible cause: Error found with drive 1 on the previous boot Action: Repair or replace drive 1. Error detected with drive 2. Possible cause: Error found with drive 2 on the previous boot Action: Repair or replace drive 2. Cartridge error detected in CPU subsystem Possible cause: Machine check or uncorrectable error within the CPU subsystem Action: For more information, see the operating system logs. Cartridge error detected in memory subsystem Possible cause: Uncorrectable multi-bit error in system memory Action: For more information, see the operating system logs. Cartridge error detected in storage subsystem Possible cause: Failure on the hard disk or storage controller Action: For more information, see the operating system logs. Cartridge error detected in network subsystem Possible cause: Uncorrectable failure in the network interface controller Action: For more information, see the operating system logs. Cartridge error detected in I/O subsystem Possible cause: Uncorrectable error on one of the embedded or expansion PCI Express devices Action: For more information, see the operating system logs. Cartridge error detected in thermal subsystem Possible cause: Over-temperature condition Action: For more information, see the operating system logs. Cartridge error detected in BIOS/Flash subsystem Possible cause: Invalid image or corrupted image in the BIOS flash Action: For more information, see the operating system logs. Cartridge error detected in security subsystem Possible cause: Security system violation Action: For more information, see the operating system logs. Cartridge error detected in mezzanine subsystem Possible cause: Uncorrectable error on a mezzanine device Error detected with drive 1. 39 Action: For more information, see the operating system logs. Cartridge error detected in power subsystem Possible cause: Failure in the power supply Action: For more information, see the operating system logs. HPE iLO messages, traps, and errors Event log entries Event log display Event log explanation Access options IPMI/DCMI modified by: [user name] The options to access iLO via IPMI/DCMI were modified by the listed user. Active Health System cleared by: [user name] The Active Health System was cleared by the listed user. Active Health System disabled by: [user name] The Active Health System was disabled by the listed user. Active Health System enabled by: [user name] The Active Health System was enabled by the listed user. Active Health System logging hardware disabled The Active Health System was disabled in hardware. Active Health System logging hardware enabled The Active Health System was enabled in hardware. Added group [group name] by: [user name] The listed directory group was added by the listed user. AlertMail modified by: [user name] The AlertMail settings were modified by the listed user. AlertMail sent to: [user name] An AlertMail has been sent to the listed user. APO: iLO attempting to power-on the system iLO attempted to power on the system according to the Auto Power On settings. APO: Last power state restored The Auto Power On setting was set to restore the last power state when the power to the system was restored. APO: Restored power state to standby The system power has been restored to the standby state according to the Auto Power On settings. APO: Settings modified by: [user name] The Auto Power On settings were modified by the listed user. APO: System configured to always remain off after power was restored The Auto Power On setting was set to remain off after the power to the system was restored. Asset tag changed by: [user name] The server asset tag was modified by the listed user. Attempting to install language pack [name] iLO attempted to install the given language pack. BMC IPMI iLO: [event message] BMC IPMI events BMC IPMI Watchdog Timer Timeout: [details] BMC IPMI Watchdog Timer timed out with the listed details. Table Continued 40 Cartridge error detected in power subsystem Event log display Event log explanation Brown-out: recovery The system was recovered from brown-out. Brown-out: System configured to always remain off after power was restored The system brown-out recovery did not occur because the system was configured to remain off after the power was restored. Browser login failure from: [IP address and DNS name] An attempt to login to the iLO web user interface has failed. The login request came from the listed IP address and DNS name. Browser login: [user name] - [IP address and DNS name] The listed user logged in to iLO via the web user interface from the listed IP address and DNS name. Browser logout: [user name] - [IP address and DNS name] The listed user logged out of iLO via the web user interface from the listed IP address and DNS name. Certificate Warning: Subject [certificate subject] does The connection between iLO and the listed server not match server name [server name] was not secure because the server name did not match the server's SSL certificate. Default language settings modified by: [user name] The default language settings were modified by the listed user. Deleted group [group name] by: [user name] The listed directory group was deleted by the listed user. Deleted user: [user name] The listed user account was deleted. Directory settings modified by: [user name] The directory settings were modified by the listed user. Duplicate IP address [IP address] detected on network. Duplication of the listed IP address was detected. Dynamic Power Cap disabled by : [user name] The server dynamic power cap was disabled by the listed user. Dynamic Power Cap set to [value] by : [user name] The server dynamic power cap was set to the listed value by the listed user. Embedded Flash/SD-CARD: [status details] The status of the Embedded Flash/SD card. Enforce AES/3DES encryption disabled: [user name] Enforcement of AES/3DES encryption was disabled by the listed user. Enforce AES/3DES encryption enabled: [user name] Enforcement of AES/3DES encryption was enabled by the listed user. eRS - [status] The status of the embedded Remote Support subsystem. Event log cleared The iLO event log was cleared. Event log cleared by: [user name] The iLO event log has been cleared by the listed user. Excessive network delay while communicating with virtual [virtual media device] The virtual media connection timed out due to excessive network delay while communicating with the listed virtual media device. FIPS Mode Enabled The FIPS-compliant mode was enabled. Table Continued Error messages 41 Event log display Event log explanation FIPS Mode was disabled and iLO was reset because FIPS mode was disabled and iLO was reset to the of multiple Known Answer Test failures. factory defaults because there were multiple FIPS Known Answer Test failures. Firmware reset by [source] for network modifications. iLO was reset by the listed source for network modifications. Firmware reset to use new hardware iLO was reset to use new hardware. Firmware upgrade complete Firmware upgrade has completed. Firmware upgrade started from: [IP address and DNS name] Firmware update was initiated from the listed IP address and DNS name. Firmware upgrade via CLI failed An attempt to update the firmware via the CLI failed. Firmware upgrade via online flash component failed An attempt to update the firmware using the online flash component failed. Firmware upgrade via web page failed Firmware update did not complete successfully. Make sure the firmware image file is correct. Firmware upgrade via XML failed Firmware upgrade via RIBCL script failed. Make sure the firmware image file is correct. Firmware upgraded to version [version] Firmware was successfully updated to the listed version. Group Power Cap for [group] disabled by: [user name] The Group Power Cap for the listed iLO Federation Group was disabled by the listed user. Group Power Cap for [group] set to [value] by: [user name] The Group Power Cap for the listed iLO Federation Group was set to the listed value by the listed user. Host server reset by: [user name] The server was reset (warm-rebooted) by the list user. Hotkey modified by: [user name] Hotkey settings were modified by the listed user. iLO clock has been synchronized with [IP address] iLO clock has been synchronized with the NTP server at the listed IP address. iLO clock has been synchronized with the Onboard Administrator iLO clock has been synchronized with the BladeSystem Onboard Administrator. iLO Federation Group [group] added by: [user name] The listed iLO Federation Group was added to this iLO by the listed user. iLO Federation Group [group] deleted by: [user name] The listed iLO Federation Group was deleted from iLO by the listed user. iLO Federation Group [group] modified by: [user name] The listed iLO Federation Group was modified by the listed user. iLO Federation Management login failure from: [IP address and DNS name] An attempt to login by the iLO Federation Management failed. iLO Federation Management login: [user name] - [IP address and DNS name] The iLO Federation Management logged in with the listed user name from the listed IP address and DNS name. Table Continued 42 Error messages Event log display Event log explanation iLO Federation Management logout: [user name] [IP address and DNS name] The iLO Federation Management logged out with the listed user name from the listed IP address and DNS name. iLO Management Processor reset iLO was restarted. iLO Management Processor reset iLO was reset by the firmware, typically to apply settings. iLO Management Processor reset to factory defaults iLO was reset to factory defaults. All configurations are restored to the factory defaults. iLO memory error detected at [address] iLO detected a correctable memory error at the listed address. iLO Network Configuration modified by [user name] The iLO network configuration was modified by the listed user. iLO network link down iLO was not connected to a network iLO network link up at [link speed] iLO network connection was established at the listed speed iLO RBSU exited The iLO RBSU session ended. User logged out and the iLO RBSU exited. iLO RBSU login failure An attempt to login to iLO via the iLO RBSU failed. iLO RBSU login: [user name] The listed user logged in to iLO via the iLO RBSU. iLO reset by user diagnostics iLO was reset by user for diagnostics. This is typically initiated from the Diagnostic page of the iLO web user interface. iLO reset for Firmware upgrade iLO was reset to apply firmware updates. iLO Self Test Error: [error code] iLO has failed an internal test. The probable cause is that a critical component has failed. Further use of iLO on this server is not recommended. iLO SNMP settings modified by: [user name] The SNMP was modified by the listed user. iLO time update failed. Unable to contact NTP server iLO was unable to synchronize the time with the NTP server because the server cannot be reached. iLO updated the host Date and Time. iLO updated the server onboard clock. iLO was hard reset by a local user or device iLO was hard reset by a local user or device iLO was reset because a FIPS Known Answer Test failed iLO was reset because a FIPS Known Answer Test failed. iLO was reset for network link auto-detection iLO was reset for network link auto-detection. iLO was soft reset by a local user, device or enclosure iLO was soft reset by a local user, device or enclosure Integrated Remote Console Trust Settings disabled by: [user name] The IRC Trust Setting was disabled by the listed user. A trusted SSL certificate would be required to launch the IRC. Table Continued Error messages 43 Event log display Event log explanation Integrated Remote Console Trust Settings Enabled by: [user name] The IRC Trust Setting was enabled by the listed user. A trusted SSL certificate would be required to launch the IRC. IPMI/RMCP login by [user name] - [IP address and DNS name] The listed user logged in to iLO via IPMI/RMCP from the listed IP address and DNS name. IPMI/RMCP login failure from: [IP address and DNS name] An attempt to login to iLO via IPMI/RMCP failed from the listed IP address and DNS name. IPMI/RMCP logout: [user name] - [IP address and DNS name] The listed user logged out of iLO via IPMI/RMCP from the listed IP address and DNS name. Key manager configuration modified by: [user name] The key manager configuration was modified by the listed user. Key manager redundancy modified by: [user name] The key manager redundancy setting was modified by the listed user. Language pack added Language pack was installed. Language pack removed Language pack was removed. Language pack upgrade failed An error occurred while iLO attempted to update the language pack. License activation error by: [user name] The license activation key cannot be installed. Possibly the activation key was invalid or not supported. License added by: [user name] A license activation key was installed by the listed user. License expired License expired and licensed features are deactivated. Login security banner disabled by: [user name] The login security banner was disabled by the listed user. Login security banner enabled by: [user name] The login security banner was enabled by the listed user. Modified group [group name] by: [user name] The listed directory group was modified by the listed user. Modified user: [user name] The listed user account was modified. Multicast configuration modified by: [user name] The multicast configuration was modified by the listed user. New user: [user name] A new user account was added with the listed user name. No valid SNMP trap destinations. FQDN lookup failed There are no valid SNMP trap destinations. iLO was unable to look-up the supplied FQDN's. On-board clock set; was [mm/dd/yyyy ##:##:##] The server onboard clock was set or changed. Persistent mouse and keyboard DISABLED by: [user The persistent mouse and keyboard setting was name] disabled by the listed user. Table Continued 44 Error messages Event log display Event log explanation Persistent mouse and keyboard ENABLED by: [user name] The persistent mouse and keyboard setting was enabled by the listed user. Power consumption exceeded user-defined threshold, SNMP warning issued The server power consumption exceeded a userdefined threshold and SNMP warning has been issued. Power on request received by: [source] iLO receives power on request from the listed source. The source can be the power buttons, wakeon-LAN, automatic power recovery. Power Regulator setting changed by: [user name] Power Regulator setting changed by the listed user. Power-Off signal sent to host server by: [user name] The server Power-Off request was sent by the list user. Power-On signal sent to host server by: [user name] The server Power-On request was sent by the list user. Recoverable iLO Error, code [error code] A non-critical error has occurred in iLO and iLO has reset itself. If this issue persists, call customer support. Remote console computer lock Disabled by: [user name] The remote console auto-lock setting was disabled. The server console lock needs to be done manually. Remote console computer lock Enabled by: [user name] The remote console auto-lock setting was enabled. The server console will be automatically locked when the remote console session ends. Remote console login failure from: [IP address and DNS name] An attempt to login to use the iLO Remote Console has failed. The request came from the listed IP address and DNS name. Remote console session shared by: [IP address and DNS name] A shared remote console session was established for the listed IP address and DNS name. Remote console started by: [user name] - [IP address and DNS name] The remote console session was started by the listed user from the listed IP address and DNS name. Remote console started by: [user name] - [IP address and DNS name] The remote console session was closed by the listed user from the listed IP address and DNS name. Remote Syslog modified by: [user name] The Remote Syslog settings were modified by the listed user. Rest API Info: Rest API Provider Added [provider index] A REST API provider was added at the listed index. Rest API Warning: Rest API memory cleared [reason] The REST API memory was cleared for the listed reason. Rest API Warning: Rest API Provider Removed [reason] A REST API provider was removed for the listed reason. RIBCL AHS count cleared by: [user name] The AHS counter for RIBCL was cleared by the listed user. ROM Swap: System ROM has been swapped to backup ROM by: [user name] System ROM has been swapped to backup ROM by the listed user. Table Continued Error messages 45 Event log display Event log explanation Scriptable virtual media ejected by: [user name] Scriptable virtual media was ejected by the listed user. Scriptable Virtual Media HTTP error [error code] iLO received an HTTP error with the listed error code from the scriptable virtual media hosting server. Scriptable virtual media inserted by: [user name] Scriptable virtual media was inserted by the listed user. Scripted Virtual Media could not establish a connection to [URL] iLO could not establish a connection with the listed URL to use as a scriptable virtual media device. Security jumper override detected. Security disabled! The security-override jumper was added on the system board (not recommended). Security was disabled (overridden). Security jumper setting normal The security-override jumper is not added on the system board (recommended). Security settings operate normally. Serial CLI login failure An attempt to login to iLO from the Serial CLI failed. Serial CLI login: [user name] The listed user logged in to iLO via the Serial CLI. Serial CLI logout: [user name] The listed user logged out of iLO via the Serial CLI. Serial CLI session started A Serial CLI session started. Serial CLI session stopped A Serial CLI session stopped. Server cumulative power on time cleared by [user name] - [IP address and DNS name] The server cumulative power-on time was cleared by the listed user from the listed IP address and DNS name. Server FQDN changed by: [user name] The server Fully Qualified Domain Name was modified by the listed user. Server Name changed by: [user name] The server name was modified by the listed user. Server power loss caused by: [cause]. Attempt to restore server power in [duration]. The server power was lost due to the listed cause. iLO will attempt to restore the server power after the listed duration. Server power removed The server power is turned off. Server power restored The server power is turned on. Server reset The server was reset (warm-rebooted). Shared remote console session has disconnected: [IP address and DNS name] The shared remote console session was disconnected from the listed IP address and DNS name. SMH FQDN changed by: [user name] The Fully Qualified Domain Name of the System Management Homepage was modified by the listed user. SNMP Alert on Breach of Power Threshold modified by: [user name] The SNMP Alert on Breach of Power Threshold setting was modified by the listed user. SNTP server settings modified by: [user name] The NTP servers were modified by the listed user. Table Continued 46 Error messages Event log display Event log explanation SSH key for [user 1] added by: [user 2] The SSH key was added for user 1 by user 2. SSH key for [user 1] removed by: [user 2] The SSH key for user 1 has been removed by user 2. SSH login failure from: [IP address and DNS name] An attempt to login to iLO failed from the listed IP address and DNS name, via SSH. SSH login: [user name] - [IP address and DNS name] The listed user logged in to iLO via SSH from the listed IP address and DNS name. SSH logout: [user name] - [IP address and DNS name] The listed user logged out of iLO via SSH from the listed IP address and DNS name. SSL Certificate installed by : [user name] An SSL certificate was installed on iLO by the listed user. SSO [role] role privileges set by user: [user name] The SSO role (administrator, operator, user...) was set to listed role by the listed user. SSO login attempt from [IP address] via [SSO server] The listed user attempted to login to iLO using SSO as [SSO role] by user: [user name] from the listed IP address and SSO server. SSO rejected An attempt to login to iLO using SSO was rejected. SSO rejected: Certificate mismatch An attempt to login to iLO using SSO was rejected because the SSO certificate was not trusted. SSO rejected: not enabled An attempt to login to iLO using SSO was rejected because SSO was not enabled. SSO rejected: Unknown host An attempt to login to iLO using SSO was rejected because the host name was not trusted. SSO server [index] removed by user: [user name] The SSO server at the listed index has been removed by the listed user. SSO server [server name] added by user: [user name] The listed SSO server name was added by the listed user. SSO server [server name] removed by user: [user name] The listed SSO server name has been removed by the listed user. SSO Trust Mode set to [mode] by user: [user name] The SSO Trust Mode was set to the listed mode by the listed user. Stale host ROM detected. Please use System ROM [mm/dd/yyyy] or later. The system BIOS does not meet the minimum requirement of this iLO firmware. Please use the system BIOS version that matches the listed date or newer. System Boot Mode modified by: [user name] The server boot mode setting was modified by the listed user. System Boot Order modified by: [user name] The server boot device order was modified by the listed user. System One-Time Boot modified by: [user name] The system One-Time Boot selection was modified by the listed user. System power was cycled for update to take effect The system power was cycled for update to take effect. Table Continued Error messages 47 Event log display Event log explanation System Programmable Logic Device update complete. Mandatory system A/C power cycle is required for update to take effect. The System Programmable Logic Device has been successfully updated. Cycle system A/C power for the update to take effect. System Programmable Logic Device update failed An attempt to update the System Programmable Logic Device failed. System Programmable Logic Device update starting System Programmable Logic Device update was started. Textcons session started by: [user name] - [IP address and DNS name] A text remote console (TEXTCONS) session was started by the listed user from the listed IP address and DNS name. Textcons session stopped by: [user name] - [IP address and DNS name] A text remote console (TEXTCONS) session was stopped by the listed user from the listed IP address and DNS name. Unable to export key from key manager iLO was unable to export a key from the key manager. Unable to import key into key manager iLO was unable to import a key into the key manager. Update of Power Management Controller failed An attempt to update the Power Management Controller failed. Update of Power Management Controller from version [version number] starting. The Power Management Controller update was started. The current version is listed. Update of Power Management Controller to version [version number] complete The Power Management Controller has been successfully updated to the listed version. User [user 1] added by [user 2] A user account was added. User [user 1] deleted by [user 2] A user account was deleted. User [user 1] modified by [user 2] A user account was modified. Utility data center lock disabled by: [user name] The utility data center lock was disabled by the listed user. Utility data center lock enabled by: [user name] The utility data center lock was enabled by the listed user. Virtual media connected by: [user name] A virtual media device was connected by the listed user. Virtual media disconnected by: [user name] A virtual media device was disconnected by the listed user. Virtual NMI selected by: [user name] The virtual non-maskable interrupt was generated by the listed user. Virtual Serial Port started by: [user name] - [IP address and DNS name] Virtual Serial Port was started by the listed user from the listed IP address and DNS name. Virtual Serial Port stopped by: [user name] - [IP address and DNS name] Virtual Serial Port was stopped by the listed user from the listed IP address and DNS name. XML login failure from: [IP address and DNS name]. An attempt to login to iLO failed from the listed IP address and DNS name, via the RIBCL interface. Table Continued 48 Error messages Event log display Event log explanation XML login: [user name] - [IP address and DNS name]. The listed user logged in to iLO via the RIBCL interface from the listed IP address and DNS name. XML logout: [user name] - [IP address and DNS name]. The listed user logged out of iLO via the RIBCL interface from the listed IP address and DNS name. Error messages 49 Support and other resources Accessing Hewlett Packard Enterprise Support • For live assistance, go to the Contact Hewlett Packard Enterprise Worldwide website: • http://www.hpe.com/assistance To access documentation and support services, go to the Hewlett Packard Enterprise Support Center website: http://www.hpe.com/support/hpesc Information to collect • • • • • • • • Technical support registration number (if applicable) Product name, model or version, and serial number Operating system name and version Firmware version Error messages Product-specific reports and logs Add-on products or components Third-party products or components Accessing updates • • Some software products provide a mechanism for accessing software updates through the product interface. Review your product documentation to identify the recommended software update method. To download product updates: Hewlett Packard Enterprise Support Center www.hpe.com/support/hpesc Hewlett Packard Enterprise Support Center: Software downloads www.hpe.com/support/downloads Software Depot www.hpe.com/support/softwaredepot • To subscribe to eNewsletters and alerts: • www.hpe.com/support/e-updates To view and update your entitlements, and to link your contracts and warranties with your profile, go to the Hewlett Packard Enterprise Support Center More Information on Access to Support Materials page: www.hpe.com/support/AccessToSupportMaterials IMPORTANT: Access to some updates might require product entitlement when accessed through the Hewlett Packard Enterprise Support Center. You must have an HPE Passport set up with relevant entitlements. Customer self repair Hewlett Packard Enterprise customer self repair (CSR) programs allow you to repair your product. If a CSR part needs to be replaced, it will be shipped directly to you so that you can install it at your convenience. Some parts do not qualify for CSR. Your Hewlett Packard Enterprise authorized service provider will determine whether a repair can be accomplished by CSR. 50 Support and other resources For more information about CSR, contact your local service provider or go to the CSR website: http://www.hpe.com/support/selfrepair Remote support Remote support is available with supported devices as part of your warranty or contractual support agreement. It provides intelligent event diagnosis, and automatic, secure submission of hardware event notifications to Hewlett Packard Enterprise, which will initiate a fast and accurate resolution based on your product's service level. Hewlett Packard Enterprise strongly recommends that you register your device for remote support. If your product includes additional remote support details, use search to locate that information. Remote support and Proactive Care information HPE Get Connected www.hpe.com/services/getconnected HPE Proactive Care services www.hpe.com/services/proactivecare HPE Proactive Care service: Supported www.hpe.com/services/proactivecaresupportedproducts products list HPE Proactive Care advanced service: Supported products list www.hpe.com/services/ proactivecareadvancedsupportedproducts Proactive Care customer information Proactive Care central www.hpe.com/services/proactivecarecentral Proactive Care service activation www.hpe.com/services/proactivecarecentralgetstarted Websites General websites Hewlett Packard Enterprise Information Library www.hpe.com/info/EIL Single Point of Connectivity Knowledge (SPOCK) Storage compatibility matrix www.hpe.com/storage/spock Storage white papers and analyst reports www.hpe.com/storage/whitepapers Customer Self Repair http://www.hpe.com/support/selfrepair Warranty information To view the warranty for your product, see the Safety and Compliance Information for Server, Storage, Power, Networking, and Rack Products document, available at the Hewlett Packard Enterprise Support Center: www.hpe.com/support/Safety-Compliance-EnterpriseProducts Additional warranty information HPE ProLiant and x86 Servers and Options www.hpe.com/support/ProLiantServers-Warranties HPE Enterprise Servers www.hpe.com/support/EnterpriseServers-Warranties HPE Storage Products www.hpe.com/support/Storage-Warranties HPE Networking Products www.hpe.com/support/Networking-Warranties Remote support 51 Regulatory information To view the regulatory information for your product, view the Safety and Compliance Information for Server, Storage, Power, Networking, and Rack Products, available at the Hewlett Packard Enterprise Support Center: www.hpe.com/support/Safety-Compliance-EnterpriseProducts Additional regulatory information Hewlett Packard Enterprise is committed to providing our customers with information about the chemical substances in our products as needed to comply with legal requirements such as REACH (Regulation EC No 1907/2006 of the European Parliament and the Council). A chemical information report for this product can be found at: www.hpe.com/info/reach For Hewlett Packard Enterprise product environmental and safety information and compliance data, including RoHS and REACH, see: www.hpe.com/info/ecodata For Hewlett Packard Enterprise environmental information, including company programs, product recycling, and energy efficiency, see: www.hpe.com/info/environment Documentation feedback Hewlett Packard Enterprise is committed to providing documentation that meets your needs. To help us improve the documentation, send any errors, suggestions, or comments to Documentation Feedback ([email protected]). When submitting your feedback, include the document title, part number, edition, and publication date located on the front cover of the document. For online help content, include the product name, product version, help edition, and publication date located on the legal notices page. 52 Regulatory information