Use the following flowchart to start the diagnostic process:

The Remote diagnosis flowchart provides a generic approach to troubleshooting a server from a remote location.

Symptoms:

• The server does not power on.
• The system power button LED is off or Green blinking.

Causes:

• Improperly seated or faulty power supply
• Loose or faulty power cord
• Power source issue
• Improperly seated component or interlock issue

Action:

Symptoms:

• The server does not complete POST.
• The server completes POST with errors.

Causes:

• Improperly populated memory
• Outdated firmware on adapter options
• Unsupported adapter
• Improperly seated or faulty internal component
• Faulty video device

Action:

Symptoms:

• A drive is not available.
• Drive errors are displayed during POST in the logs.

Causes:

• The drive is faulty.
• The firmware is outdated.
• The drive does not match other drives in the same configuration.

Action:

Symptoms:

• Logical drive errors are displayed during POST or in one of the logs.
• The logical drives associated with an array controller are not visible during POST.

Causes:

• The controller is not in RAID mode.
• The drives or cables are not seated properly.
• The associated physical drives are not available.
• Logical drives are configured.

Action:

Symptoms:

• The server does not boot a previously installed OS.

Causes:

• Corrupted OS.
• Drive subsystem issue
• Incorrect setting in BIOS

Action:

Symptoms:

• The server boots, but the System Status LED is amber or Blinking Green.
• The server boots, but a fault event is reported by BMC.

Causes:

• Improperly seated or faulty internal or external component.
• Unsupported component installed.
• Redundancy failure.
• System over temperature, over voltage condition, or over lower speed condition of FAN.
• Processor or memory error.
• BMC event log full.

Action:

Symptoms:

• The NIC is not working
• One or more ports on the NIC is not working.

Causes:

• The firmware or drivers are outdated, mismatched, or faulty.
• The NIC or cable is not seated properly.
• The NIC, the cable, or other hardware is faulty.
• The hardware components are not supported in the same configuration.
• The NIC is not supported on the server.

Action:

NIC issues flowchart (1 of 2):

NIC issues flowchart (2 of 2):

The General diagnosis flowchart provides a generic approach to troubleshooting. If you are unsure of the issue, or if the other flowcharts do not fix the issue, use the following flowchart:

Server Does Not Power On

Symptom: The system does not power on.

Action: Check with Power On issue flowchart (see section 1-3 above).

Power Source Issue

Causes:

• The server is not powered on.
• Components or cables might not be properly connected or seated.
• The grounded power outlet is not working.
• The power cord is not functional.
• The power strip is not functional.
• The circuit breaker is in the off position.
• The line voltage is insufficient for the load.
• Sufficient power is not allocated to support the server.

Action:

• Press the Power button to be sure it is on. If the server has a Power button that returns to its original position after being pressed, be sure you press the switch firmly.
• Be sure no loose connections exist.
• Plug another device into the grounded power outlet to be sure the outlet works. Also, be sure the power source meets applicable standards.
• Replace the power cord with a known functional power cord to be sure it is not faulty.
• Replace the power strip with a known functional power strip to be sure it is not faulty.
• Be sure the proper circuit breaker is in the On position.
• Have a qualified electrician check the line voltage to be sure it meets the required specifications.
• Be sure there is sufficient power allocation to support the server.

Power Supply Issue

Causes:

• The power supply might not be fully seated.
• AC power is unavailable.
• The power supply failed.
• The power supply is in standby mode.
• The power supply has exceeded the current limit.
• The power supply is not supported on the server.
• The power is not sufficient for the hardware installed.
• Redundant power supplies are configured but the power supplies are not compatible.

Action:

• Be sure no loose connections exist.
• If the power supplies have LEDs, be sure they indicate that each power supply is working properly.
  • If the LEDs indicate an issue with a power supply (red, amber, or off), then check the power source.
  • If the power source is working properly, then replace the power supply.
• Be sure the system has enough power, particularly if you recently added hardware, such as drives. Remove the newly added component and if the issue is no longer present, then additional power supplies are required.
• If running a redundant configuration, be sure that all of the power supplies in the system have the same part number and are supported by the server.

New Hardware Issue

Causes:

• Unsupported hardware.
• Incomplete population of a memory bank.
• Connection of the data cable, but not the power cable, of a new device.

Action:

• Be sure the hardware being installed is a supported option on the server.
• If necessary, remove unsupported hardware.
• Be sure the issue is not caused by a change to the hardware release. For more information, see the release notes included with the hardware.
• Be sure the new hardware is installed properly. To be sure all requirements are met, see the device, server, and OS documentation.
• Be sure no memory, I/O, or interrupt conflicts exist.
• Be sure no loose connections exist.
• Be sure all cables are connected to the correct locations and are the correct lengths.
• Be sure other components were not accidentally unseated during the installation of the new hardware component.
• Be sure all necessary software updates, such as device drivers, ROM updates, and patches, are installed and current, and the correct version for the hardware is installed.
• After installing or replacing boards or other options, verify that the system recognizes all changes to the hardware in the BIOS.
• Be sure all switch settings are set correctly.
• Be sure all boards are properly installed in the server.

Unknown Issue

Action:

• Check the server LEDs to see if any statuses indicate the source of the issue.
• Power down and disconnect power to the server. Remove all power sources to the server.
• Be sure no loose connections exist.
• Reduce the server to the minimum hardware configuration by removing all cards or devices that are not necessary to power on the server.
• Reconnect power, and then power on the system.
• If the video does not work, check if it is a video issue.

Third Party Device Issue

Action:

• Verify that the server and operating system support the device.
• Be sure the latest device drivers are installed.
• Be sure the device is properly installed.
• Uninstall the device and test the server without it.
• If the server works with the device removed, an issue exists with the device.
• Move the device to a different PCIe slot to test.
• Clear NVRAM as a troubleshooting step.

Drives Are Failed

Action:

• Be sure no loose connections exist.
• Check to see if an update is available for RAID Controller firmware, RAID driver, or Host bus adapter firmware.
• Be sure the drive or backplane is cabled properly.
• Be sure the drive data cable is working by replacing it with a known functional cable.
• Be sure drive blanks are installed properly when the server is operating.
• Be sure the replacement drives within an array are the same size or larger.
• Be sure the replacement drives within an array are the same drive type (SAS, SATA, or SSD).
• Power cycle the server. If the drive shows up, check to see if the drive firmware needs to be updated.

Drives Are Not Recognized

Symptom: Drives are not recognized.

Action:

• Be sure no power issues exist.
• Be sure no loose connections exist.
• Check for available updates on RAID Controller firmware, RAID driver, or HBA firmware.
• Be sure the drive or backplane is cabled properly.
• Check the drive LEDs to be sure they indicate normal function.
• Be sure the drive is supported.
• Power cycle the server. If the drive appears, check to see if the drive firmware needs to be updated.
• Be sure the drive bay is not defective by installing the hard drive in another bay.
• When the drive is a replacement drive on an array controller, be sure that the drive is the same type and of the same or larger capacity than the original drive.
• When using an array controller, be sure the drive is configured in an array.
• Be sure that the correct controller drivers are installed and that the controller supports the hard drives being installed.

Data Is Inaccessible

Causes:

• The files are corrupt.
• Viruses exist on the server.
• A TPM is installed but not properly enabled on the server.

Action:

• Be sure the files are not corrupt. Run the repair utility for the operating system.
• Be sure no viruses exist on the server. Run a current version of a virus scan utility.
• When migrating encrypted data to a new server, be sure to follow the recovery procedures in the operating system documentation.

General Memory Issues

Causes:

• The memory does not meet server requirements.
• A DIMM has failed.
• Third-party memory is installed on the server.
• The DIMM is not properly seated.

Action:

• Isolate and minimize the memory configuration. Use care when handling DIMMs.
• Be sure the memory meets the server requirements and is installed as required by the server.
• If you are unsure which DIMM has failed, test each channel of DIMMs by removing all other DIMMs.
• Remove any third-party memory.
• To test the memory, run a memory stress test tool.
• Update the BIOS to the latest version.
• Reseat the DIMM.
• Replace the DIMM.

Server Is Out of Memory

Symptom:

• The server is out of memory.
• A POST error message or an IML message is displayed.

Action:

• Be sure the memory is configured properly.
• Be sure no operating system errors are indicated.
• Update the BIOS to the latest version.

Uncorrectable Memory Error

Symptoms:

• A POST error message or a IPMI Event LOG is displayed.
• Stop error or blue screen (Windows)
• Linux kernel panic
• A system "hang" or "freeze"
• Server restarts or powers down unexpectedly

Action:

• Reseat the DIMM.
• Update the BIOS to the latest version.
• If the issue still exists, replace the DIMM.

If you received a POST error message or IPMI Event LOG, it can be caused by:

• One or more processors are not supported by the server.
• The processor configuration is not supported by the server.
• The server ROM is not current.
• A processor is not seated properly.
• A processor has failed.

Action:

• Be sure each processor is supported by the server and is installed as directed in the server documentation.
• Be sure the BIOS is current.
• Be sure you are not mixing processor stepping, core speeds, or cache sizes if this is not supported on the server.
• If the server has only one processor installed, reseat the processor.
• If the server has only one processor installed, replace it with a known functional processor.
• If the server has multiple processors installed, test each processor by removing all but one and replacing with a processor terminator board.

General Fan Issues

Causes:

• The fans are not seated properly.
• The fan configuration does not meet the functional requirements of the server.
• The server is not ventilated properly.
• One or more required fans are not installed.
• Error messages are displayed during POST.
• One or more fans are not functioning.

Action:

• Be sure the fans are properly seated and working. Unseat and reseat each fan according to proper procedures.
• Be sure the fan configuration meets the functional requirements of the server.
• Be sure no ventilation issues exist.
• Be sure no POST error messages are displayed indicating temperature violation or fan failure.
• Use BMC WebUI to check if any event list error messages relating to fans are listed.
• In the BMC WebUI interface, navigate to the Sensor page and verify fan status, fan speed, and temperature readings.
• Replace any required non-functioning fans and restart the server.
• Verify the fan airflow path is not blocked by cables or other material.

Fans Running at Higher Than Expected Speed

Symptom: The fans are running at a higher speed than expected.

Action:

• Update the server to the latest firmware versions.
• Verify the Temperature tab in BMC. Fan speeds can be high if a sensor temperature is over threshold.
• Verify that all air baffles and required blanks are installed.
• Verify that the correct processor heatsink is installed.
• Verify that the correct fan is installed.

Screen Is Blank After Power Up

Symptom: The screen is blank for more than 60 seconds after the server powered up.

Causes:

• The monitor is not receiving power.
• The monitor is not cabled properly.
• The power is not sufficient for a PCIe device or graphics controller installed on the server.
• The video driver is not current.

Action:

• Be sure the monitor power cord is plugged into a working grounded AC outlet.
• Power up the monitor and be sure the monitor light is on.
• Be sure the monitor is cabled to the intended server or KVM connection.
• Be sure no loose connections exist.
• Press any key, or enter the password, and wait for a few moments for the screen to activate.
• Verify that a PCIe device or graphics controller does not need additional power to operate.
• Be sure the video driver is current.

Graphics Adapter Issue

Causes:

• The graphics or video adapter is not supported on the server.
• Insufficient power to support the graphics or video adapter.
• The graphics or video adapter is not installed or seated properly.

Action:

• Use only cards listed as a supported option for the server.
• Be sure that the power supplies installed in the server provide adequate power.
• Be sure the adapter is seated properly.

Network Controller or LAN Card Is Not Working

Action:

• Check the network controller LEDs to see if any statuses indicate the source of the issue.
• Be sure no loose connections exist.
• Be sure the correct cable type is used for the network speed.
• Be sure the network cable is working by replacing it with a known functional cable.
• Be sure a software issue has not caused the failure.
• Be sure the server and operating system support the controller.
• Be sure the controller is enabled in BIOS.
• Be sure the BIOS is up to date.
• Be sure the controller drivers are up to date.
• Be sure a valid IP address is assigned to the controller.

Network Controller Has Stopped Working

Action:

• Check the network controller LEDs to see if any statuses indicate the source of the issue.
• Be sure the correct network driver is installed for the controller and that the driver file is not corrupted. Reinstall the driver.
• Be sure no loose connections exist.
• Be sure the network cable is working by replacing it with a known functional cable.
• Be sure the network controller is not damaged.

Operating System Locks Up

Action:

• Scan for viruses with an updated virus scan utility.
• Review the BMC WebUI event log.
• Review the IPMI Event LOG.
• Gather the NMI Crash Dump information for review, if needed.
• Obtain the IPMI Event LOG for use when contacting support.

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 Service Pack Installation

Symptom: Issues occur after the installation of a service pack.

Action:

• Update the operating system. See "Updating the operating system" documentation.

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).
• If you do not require specific fixes from the update, do not apply the updates.

Steps:

• Perform a full system backup.
• Apply the operating system update, using the instructions provided.
• Install the current drivers.

Software Locks Up

Causes:

• The software might be incompatible with other software on the server.
• Known issues might exist with the software.
• The server configuration might have changed.
• The server might be infected by a virus.

Action:

• Check the application log and operating system log for entries indicating why the software locked up.
• Check for incompatibility with other software on the server.
• Check the support website of the software vendor for known issues.
• Review log files for changes made to the server that might have caused the issue.
• Scan the server for viruses with an updated virus scan utility.

Errors Occur After Application Is Installed

Symptom: Errors occur after an application is installed on a server.

Action:

• 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.
• Check for overwritten files.
• Reinstall the application.
• Be sure you have the most current drivers.

Symptom:

• The server does not boot.

Causes:

• The system BIOS or BMC Firmware flash process fails.
• The system ROM is corrupt.
• The server fails to boot after a BIOS or BMC Firmware update.
• A logical drive is not configured on the RAID controller.
• The controller boot order is not set properly.
• RAID containing multiple logical drives might require the boot logical drive to be selected under Option ROM.

Action:

• For BIOS flash process fail, try to use BMC WebUI to update BIOS again.
• Perform BIOS Recovery process.
• For BMC Firmware process fail, contact support for repair process.
• A logical drive is not configured on the RAID controller. Configure logical drive on RAID controller and set controller boot order properly.
• Properly select boot logical drive under Option ROM when RAID contains multiple logical drives.