This chapterprovidesbasictroubleshootinginformationto helpyousolvesome common problemsthatmightoccurwhile youaresettinguptheserver.
If youcannotlocateandcorrecttheproblemusingtheinformationinthis chapter, seeAppendixA,“Getting helpandtechnicalassistance,”onpage 73,theIBM ProblemDeterminationandServiceGuideontheIBMSystemxDocumentation CD,andthe“ServerSupport”flowchartinthefrontofthisdocument.
Diagnostic tools overview
Thefollowingtoolsareavailabletohelpyou diagnoseandsolvehardware-related problems:
v POSTbeepcodes
Thepower-onself-test(POST)beepcodesindicatethedetectionof aproblem.
See“POSTbeepcodes”andtheIBMProblemDeterminationandServiceGuide ontheIBMSystemxDocumentationCDfor moreinformation.
v Troubleshootingtables
Thesetableslist problemsymptomsandstepstocorrecttheproblems.See
“Troubleshootingtables”onpage56formore information.
v Lightpathdiagnostics
Uselight pathdiagnosticstodiagnosesystemerrorsquickly.See“Lightpath diagnostics”onpage 68for moreinformation.
v Diagnosticprogramsanderrormessages
Thediagnosticprograms,which arestoredinupgradableread-only memory (ROM)onthesystem board,aretheprimarymethodof testingthemajor componentsof theserver.SeetheIBMProblemDeterminationandService GuideontheIBMSystemxDocumentationCDfor moreinformation.
POST beep codes
POSTemitsonebeeptosignalsuccessfulcompletion.IfPOSTdetectsaproblem duringstartup,otherbeepcodesmightoccur.Usethefollowingbeep code
descriptionsto helpdiagnoseandsolveproblemsthataredetectedduringstartup.
Note: SeetheProblemDeterminationandServiceGuideontheIBMSystemx DocumentationCDfor moreinformationaboutthePOSTbeep codes.
Asingleproblemmightcausemorethanoneerrormessage.Whenthisoccurs, correctthecauseofthefirsterrormessage.Theothererrormessagesusuallywill notoccurthenexttimePOSTruns.
One beep
POSTwascompletedsuccessfullywithoutfinding anyerrors.
One longbeepandtwoshort beeps
Avideoerrorhasoccurred,andtheBIOScannotinitializethemonitor screento displayadditionalinformation.
Otherbeepcodes
SeetheProblemDetermination andServiceGuideontheIBMSystemx DocumentationCDforinformationaboutother beepcodes.
POST error codes
Thefollowingtable providesanabbreviatedlist oftheerrorcodesthatmightappear duringPOST.SeetheIBMProblemDeterminationandServiceGuideontheIBM Systemx DocumentationCDfor moreinformationaboutthePOSTerrorcodes.To check forupdatedtechnicalinformation,completethefollowingsteps.
Note: ChangesaremadeperiodicallytotheIBMWebsite.Theactualprocedure mightvaryslightlyfromwhatisdescribedinthis document.
1. Gotohttp://www.ibm.com/systems/support/.
2. UnderProductsupport,clickSystemx.
3. UnderPopularlinks, clickPublicationslookup.
4. FromtheProductfamilymenu,selectSystemx3550andclick Continue.
Table6.Abbreviatedlistoferrorcodes
Errorcode Description Action
161 Thereal-timeclockbatteryhasfailed. 1. Reseatthebattery.
2. Replacethebatteryorcallforservice.
162 Adeviceconfigurationhaschanged. 1. RuntheConfiguration/SetupUtilityprogram, selectLoadDefaultSettings,andsavethe settings.
2. Makesurethatoptionaldevicesareturnedon andinstalledcorrectly.
163 Thetimeofdayhasnotbeenset. RuntheConfiguration/SetupUtilityprogramandset thedateandtime.
201 Memorytesterror. MakesurethattheDIMMsareinstalledcorrectly.
289 AfailingDIMMwasdisabled. MakesurethattheDIMMsaresupportedbythe serverandthattheyareinstalledcorrectly.
301,303 Keyboardandkeyboardcontroller Makesurethatthekeyboardcableisconnectedand thatnothingisrestingonthekeyboardkeys.
11xx Serialportconfigurationerror. RuntheConfiguration/SetupUtilityprogram,select LoadDefaultSettings,andsavethesettings.
0018xxx PCIdeviceerror 1. MakesurethePCIadaptersandrisercardsare installedcorrectly.
2. RuntheConfiguration/SetupUtilityprogram, selectLoadDefaultSettings,andsavethe settings.
3. RemovethePCIadaptersandrisercards,oneat atime,untiltheproblemisisolated.
00019xxx Microprocessorxisnotfunctioningorfailed thebuilt-inself-test.
Makesurethatmicroprocessorxisinstalledcorrectly.
(Trainedservicetechnicianonly)Iftheproblem remains,replacemicroprocessorx.
01298xxx Dataformicroprocessorx DownloadandinstallthelatestlevelofBIOScode.
I9990305 Operatingsystemnotfound RuntheConfiguration/SetupUtilityprogramtomake surethatabootableoperatingsystemisinstalledon oneormoredevicesthatarelistedinthebootorder.
ServerGuide problems
v FollowthesuggestedactionsintheorderinwhichtheyarelistedintheActioncolumnuntiltheproblem issolved.
v SeethepartslistingintheProblemDeterminationandServiceGuideontheIBMSystemxDocumentation CDtodeterminewhichcomponentsarecustomerreplaceableunits(CRU)andwhichcomponentsarefield replaceableunits(FRU).
v Ifanactionstepisprecededby“(Trainedservicetechnicianonly),”thatstepmustbeperformedonlybya trainedservicetechnician.
Symptom Action
TheServerGuideSetupand InstallationCDwillnotstart.
1. MakesurethattheserversupportstheServerGuideprogramandhasa startable(bootable)CD-RW/DVDdrive.
2. Ifthestartup(boot)sequencesettingshavebeenchanged,makesurethatthe CD-RW/DVDdriveisfirstinthestartupsequence.
3. IfmorethanoneCD-RW/DVDdriveisinstalled,makesurethatonlyonedrive issetastheprimarydrive.StarttheCDfromtheprimarydrive.
TheServeRAIDprogramcannot viewallinstalleddrives,orthe operatingsystemcannotbe installed.
1. MakesurethattherearenoduplicateIRQassignments.
2. Makesurethattheharddiskdriveisconnectedcorrectly.
3. Makesurethattheharddiskdrivecablesaresecurelyconnected.
Theoperating-system installationprogram continuouslyloops.
Makemorespaceavailableontheharddisk.
TheServerGuideprogramwill notstarttheoperating-system CD.
Makesurethattheoperating-systemCDissupportedbytheServerGuideprogram.
SeetheServerGuideSetupandInstallationCDlabelforalistofsupported operating-systemversions.
Theoperatingsystemcannotbe installed;theoptionisnot available.
Makesurethattheserversupportstheoperatingsystem.Ifitdoes,nologicaldrive isdefined(RAIDservers).RuntheServerGuideprogramandmakesurethatsetup iscomplete.
Troubleshooting tables
Usethetroubleshootingtablesto findsolutionstoproblemsthathaveidentifiable symptoms. SeetheProblemDeterminationandServiceGuideontheIBMSystemx DocumentationCDformoredetailed troubleshootinginformation.Ifyou cannotfind theprobleminthesetables,runthediagnosticprograms (see“Runningthe
diagnostic programs”intheProblemDeterminationandServiceGuide).
If youhavejust addednew softwareora newoptional deviceandtheserverisnot working,completethefollowingstepsbeforeusingthetroubleshootingtables:
1. Check thelightpathdiagnosticsLEDs(see“Lightpathdiagnostics”onpage 68).
2. Removethesoftwareor devicethatyoujustadded.
3. Run thediagnosticteststodeterminewhethertheserverisrunningcorrectly.
4. Reinstall thenewsoftwareornewdevice.
CD-RW/DVD drive problems
v FollowthesuggestedactionsintheorderinwhichtheyarelistedintheActioncolumnuntiltheproblem issolved.
v SeethepartslistingintheProblemDeterminationandServiceGuideontheIBMSystemxDocumentation CDtodeterminewhichcomponentsarecustomerreplaceableunits(CRU)andwhichcomponentsarefield replaceableunits(FRU).
v
Ifanactionstepisprecededby“(Trainedservicetechnicianonly),”thatstepmustbeperformedonlybya trainedservicetechnician.
Symptom Action
TheCD-RW/DVDdriveisnot
recognized. 1. Makesurethat:
v TheIDEchanneltowhichtheCD-RW/DVDdriveisattached(primary)is enabledintheConfiguration/SetupUtilityprogram.
v Allcablesandjumpersareinstalledcorrectly.
v ThecorrectdevicedriverisinstalledfortheCD-RW/DVDdrive.
2. RuntheCD-RW/DVDdrivediagnosticprograms.
3. Reseatthefollowingcomponents:
a. CD-RW/DVDdrive b. CD-RW/DVDdrivecable
4. Replacethefollowingcomponentsoneatatime,intheordershown,restarting theservereachtime:
a. CD-RW/DVDdrive b. CD-RW/DVDdrivecable
c. (Trainedservicetechnicianonly)Systemboard TheCD-RW/DVDisnotworking
correctly. 1. CleantheCD-RW/DVDdrive.
2. RuntheCD-RW/DVDdrivediagnosticprograms.
3. Reseatthefollowingcomponents:
a. CD-RW/DVDdrive b. CD-RW/DVDdrivecable 4. ReplacetheCD-RW/DVDdrive.
v FollowthesuggestedactionsintheorderinwhichtheyarelistedintheActioncolumnuntiltheproblem issolved.
v SeethepartslistingintheProblemDeterminationandServiceGuideontheIBMSystemxDocumentation CDtodeterminewhichcomponentsarecustomerreplaceableunits(CRU)andwhichcomponentsarefield replaceableunits(FRU).
v Ifanactionstepisprecededby“(Trainedservicetechnicianonly),”thatstepmustbeperformedonlybya trainedservicetechnician.
Symptom Action
TheCD-RW/DVDdrivetrayis
notworking. 1. Makesurethattheserveristurnedon.
2. Inserttheendofastraightenedpaperclipintothemanualtray-release opening.
3. ReseattheCD-RW/DVDdrivecable.
4. ReplacetheCD-RW/DVDdrive.
General problems
v FollowthesuggestedactionsintheorderinwhichtheyarelistedintheActioncolumnuntiltheproblem issolved.
v SeethepartslistingintheProblemDeterminationandServiceGuideontheIBMSystemxDocumentation CDtodeterminewhichcomponentsarecustomerreplaceableunits(CRU)andwhichcomponentsarefield replaceableunits(FRU).
v
Ifanactionstepisprecededby“(Trainedservicetechnicianonly),”thatstepmustbeperformedonlybya trainedservicetechnician.
Symptom Action
AnLEDisnotworking,ora similarproblemhasoccurred.
IfthepartisaCRU,replaceit.IfthepartisaFRU,thepartmustbereplacedbya trainedservicetechnician.
Hard disk drive problems
v FollowthesuggestedactionsintheorderinwhichtheyarelistedintheActioncolumnuntiltheproblem issolved.
v SeethepartslistingintheProblemDeterminationandServiceGuideontheIBMSystemxDocumentation CDtodeterminewhichcomponentsarecustomerreplaceableunits(CRU)andwhichcomponentsarefield replaceableunits(FRU).
v Ifanactionstepisprecededby“(Trainedservicetechnicianonly),”thatstepmustbeperformedonlybya trainedservicetechnician.
Symptom Action
Notalldrivesarerecognizedby theharddiskdrivediagnostic test.
Removethedrivethatisindicatedbythediagnostictests;then,runtheharddisk drivediagnostictestagain.Iftheremainingdrivesarerecognized,replacethedrive thatyouremovedwithanewone.
Theserverstopsresponding duringtheharddiskdrive diagnostictest.
Removetheharddiskdrivethatwasbeingtestedwhentheserverstopped responding,andrunthediagnostictestagain.Iftheharddiskdrivediagnostictest runssuccessfully,replacethedrivethatyouremovedwithanewone.
Aharddiskdrivewasnot detectedwhiletheoperating systemwasbeingstarted.
Reseatallharddiskdrivesandcables;then,runtheharddiskdrivediagnostic testsagain.
Aharddiskdrivepassesthe diagnosticFixedDiskTest,but theproblemremains.
RunthediagnosticforSCSIAttachedDisks.
v FollowthesuggestedactionsintheorderinwhichtheyarelistedintheActioncolumnuntiltheproblem issolved.
v SeethepartslistingintheProblemDeterminationandServiceGuideontheIBMSystemxDocumentation CDtodeterminewhichcomponentsarecustomerreplaceableunits(CRU)andwhichcomponentsarefield replaceableunits(FRU).
v Ifanactionstepisprecededby“(Trainedservicetechnicianonly),”thatstepmustbeperformedonlybya trainedservicetechnician.
Symptom Action
Aharddiskdrivethatyouare installingdoesnotfitcorrectlyin thecage.
Makesurethatthetypeofdriveiscorrectforthisserver.
Intermittent problems
v FollowthesuggestedactionsintheorderinwhichtheyarelistedintheActioncolumnuntiltheproblem issolved.
v SeethepartslistingintheProblemDeterminationandServiceGuideontheIBMSystemxDocumentation CDtodeterminewhichcomponentsarecustomerreplaceableunits(CRU)andwhichcomponentsarefield replaceableunits(FRU).
v Ifanactionstepisprecededby“(Trainedservicetechnicianonly),”thatstepmustbeperformedonlybya trainedservicetechnician.
Symptom Action
Aproblemoccursonly occasionallyandisdifficultto diagnose.
1. Makesurethat:
v Allcablesandcordsareconnectedsecurelytotherearoftheserverand attacheddevices.
v Thereisadequatecoolingairflow.Reducedairflowduetoafailedfanoran internalorexternalobstructioncancausetheservertooverheatandshut down.
2. Checkthesystem-errorlogortheBMClog(see“ErrorLogs”intheProblem DeterminationandServiceGuide).
Iftheproblemremains,callforservice.
Theserverresets(restarts)
occasionally 1. IftheresetoccursduringPOSTandthePOSTwatchdogtimerisenabled(click AdvancedSetup-->BaseboardManagementController(BMC)Setting-->
BMCPostWatchdogintheConfiguration/SetupUtilityprogramtoseethe POSTwatchdogsetting),makesurethatsufficienttimeisallowedinthe watchdogtimeoutvalue(BMCPOSTWatchdogTimeout).SeetheUser’s GuideforinformationaboutthesettingsintheConfiguration/SetupUtility program.IftheservercontinuestoresetduringPOST,seethe“POST”and
“Diagnosticprograms”sectionsintheProblemDeterminationandService Guide.
2. Iftheresetoccursaftertheoperatingsystemstarts,disableanyautomatic serverrestart(ASR)utilities,suchastheIBMAutomaticServerRestartIPMI ApplicationforWindows,orASRdevicesthatmaybeinstalled.
Note: ASRutilitiesoperateasoperating-systemutilitiesandarerelatedtothe IPMIdevicedriver.Iftheresetcontinuestooccuraftertheoperatingsystem starts,theoperatingsystemmighthaveaproblem;see“Softwareproblems”on page68.
3. Ifneitherconditionapplies,checkthesystem-errorlogorBMClog(see“Error Logs”intheProblemDeterminationandServiceGuide).
Iftheproblemremains,callforservice.
USB keyboard, mouse, or pointing-device problems
v FollowthesuggestedactionsintheorderinwhichtheyarelistedintheActioncolumnuntiltheproblem issolved.
v SeethepartslistingintheProblemDeterminationandServiceGuideontheIBMSystemxDocumentation CDtodeterminewhichcomponentsarecustomerreplaceableunits(CRU)andwhichcomponentsarefield replaceableunits(FRU).
v Ifanactionstepisprecededby“(Trainedservicetechnicianonly),”thatstepmustbeperformedonlybya trainedservicetechnician.
Symptom Action
Allorsomekeysonthe
keyboarddonotwork. 1. RuntheConfiguration/SetupUtilityprogramandenablekeyboardlessoperation topreventthePOSTerrormessage301frombeingdisplayedduringstartup.
2. Makesurethat:
v Thekeyboardcableissecurelyconnected.
v Theserverandthemonitorareturnedon.
3. Reseatthekeyboardcable.
4. IfyouareusinganexternalUSBhub,disconnectthekeyboardfromthehub andconnectitdirectlytotheserver.
5. Replacethefollowingcomponentsoneatatime,intheordershown,restarting theservereachtime:
a. Keyboard
b. (Trainedservicetechnicianonly)Systemboard TheUSBmouseorUSB
pointingdevicedoesnotwork. 1. Makesurethat:
v Themouseorpointing-deviceUSBcableissecurelyconnectedtothe server,andthekeyboardandthedevicedriversareinstalledcorrectly.
v Theserverandthemonitorareturnedon.
v KeyboardlessoperationhasbeenenabledintheConfiguration/SetupUtility program.
2. Reseatthemouseorpointing-devicecable.
3. IfyouareusinganexternalUSBhub,disconnectthemouseorpointingdevice fromthehubandconnectitdirectlytotheserver.
4. Replacethefollowingcomponentsoneatatime,intheordershown,restarting theservereachtime:
a. Mouseorpointingdevice
b. (Trainedservicetechnicianonly)Systemboard
Memory problems
v FollowthesuggestedactionsintheorderinwhichtheyarelistedintheActioncolumnuntiltheproblem issolved.
v SeethepartslistingintheProblemDeterminationandServiceGuideontheIBMSystemxDocumentation CDtodeterminewhichcomponentsarecustomerreplaceableunits(CRU)andwhichcomponentsarefield replaceableunits(FRU).
v Ifanactionstepisprecededby“(Trainedservicetechnicianonly),”thatstepmustbeperformedonlybya trainedservicetechnician.
Symptom Action
Theamountofsystemmemory thatisdisplayedislessthanthe amountofinstalledphysical memory.
1. Makesurethat:
v
NolightpathdiagnosticsLEDsarelitontheoperatorinformationpanel.
v Memorymirroringorsparingdoesnotaccountforthediscrepancy.
v TheDIMMsareseatedcorrectly.
v Youhaveinstalledthecorrecttypeofmemory.See“Installingamemory module”onpage19.
v Ifyouchangedthememory,youupdatedthememoryconfigurationinthe Configuration/SetupUtilityprogram.
v Allbanksofmemoryareenabled.Theservermighthaveautomatically disabledamemorybankwhenitdetectedaproblem,oramemorybank mighthavebeenmanuallydisabled.
2. CheckthePOSTerrorlogforerrormessage289:
v IfaDIMMwasdisabledbyasystem-managementinterrupt(SMI),replace theDIMM.
v IfaDIMMwasdisabledbytheuserorbyPOST,runtheConfiguration/Setup UtilityprogramandenabletheDIMM.
3. Runmemorydiagnostics(see“Runningthediagnosticprograms”inthe ProblemDeterminationandServiceGuide).
4. AddonepairofDIMMsatatime,makingsurethattheDIMMsineachpairare matching.InstalltheDIMMsinthesequencedescribedin“Installingamemory module”onpage19.
5. ReseattheDIMMs.See“Installingamemorymodule”onpage19.
6. Replacethefollowingcomponentsoneatatime,intheordershown,restarting theservereachtime:
a. DIMMs
b. (Trainedservicetechnicianonly)Systemboard MultiplerowsofDIMMsina
branchareidentifiedasfailing. 1. ReseattheDIMMs;then,restarttheserver.
2. Replacethelowest-numberedDIMMpairofthoseidentified;then,restartthe server.Repeatasnecessary.
3. (Trainedservicetechnicianonly)Replacethesystemboard.
Microprocessor problems
v FollowthesuggestedactionsintheorderinwhichtheyarelistedintheActioncolumnuntiltheproblem issolved.
v SeethepartslistingintheProblemDeterminationandServiceGuideontheIBMSystemxDocumentation CDtodeterminewhichcomponentsarecustomerreplaceableunits(CRU)andwhichcomponentsarefield replaceableunits(FRU).
v Ifanactionstepisprecededby“(Trainedservicetechnicianonly),”thatstepmustbeperformedonlybya trainedservicetechnician.
Symptom Action
Theserveremitsacontinuous beepduringPOST,indicating thatthestartup(boot) microprocessorisnotworking correctly.
1. CorrectanyerrorsthatareindicatedbythelightpathdiagnosticsLEDs(see
“Lightpathdiagnostics”onpage68).
2. Makesurethattheserversupportsthemicroprocessor.
3. (Trainedservicetechnicianonly)Makesurethatthemicroprocessorisseated correctly.
4. (Trainedservicetechnicianonly)Replacethemicroprocessor.
Monitor problems
Some IBMmonitorshave theirownself-tests.If yoususpecta problemwithyour monitor, seethedocumentationthatcomeswiththemonitorforinstructionsfor testing andadjustingthemonitor.If youcannotdiagnosetheproblem,call for
Some IBMmonitorshave theirownself-tests.If yoususpecta problemwithyour monitor, seethedocumentationthatcomeswiththemonitorforinstructionsfor testing andadjustingthemonitor.If youcannotdiagnosetheproblem,call for