HPE Cloudline CL2200 Gen10 Troubleshooting Manual
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HPE Cloudline CL2200 Gen10 Troubleshooting Manual

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HPE Cloudline CL2100 / CL2200 Gen10
Server

Troubleshooting Guide

Abstract
This document is for the person who installs, administers, services, and troubleshoots servers. This guide describes identification and
maintenance procedures, and specifications and requirements for hardware components and software. Hewlett Packard Enterprise
assumes you are qualified in the servicing of computer equipment, trained in recognizing hazards in pr oducts, and are familiar with weight
and stability precautions.
Part Number: P04906-001a
December 2017
Edition: 1

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Summary of Contents for HPE Cloudline CL2200 Gen10

  • Page 1: Troubleshooting Guide

    HPE Cloudline CL2100 / CL2200 Gen10 Server Troubleshooting Guide Abstract This document is for the person who installs, administers, services, and troubleshoots servers. This guide describes identification and maintenance procedures, and specifications and requirements for hardware components and software. Hewlett Packard Enterprise assumes you are qualified in the servicing of computer equipment, trained in recognizing hazards in pr oducts, and are familiar with weight and stability precautions.
  • Page 2 © Copyright 2017 Hewlett Packard Enterprise Development LP 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.

  • Page 3: Chapter 1 Bios Post / Beep Code

    Chapter 1 BIOS POST / Beep Code BIOS POST Code PEI_CORE_STARTED 0x10 PEI_CAR_CPU_INIT 0x11 // reserved for CPU 0x12 - 0x14 PEI_CAR_NB_INIT 0x15 // reserved for NB 0x16 - 0x18 PEI_CAR_SB_INIT 0x19 // reserved for SB 0x1A - 0x1C PEI_MEMORY_SPD_READ 0x1D PEI_MEMORY_PRESENCE_DETECT 0x1E...
  • Page 4 PEI_S3_BOOT_SCRIPT 0xE1 PEI_S3_VIDEO_REPOST 0xE2 PEI_S3_OS_WAKE 0xE3 //DXE_STATUS_CODE DXE_CORE_STARTED 0x60 DXE_NVRAM_INIT 0x61 DXE_SBRUN_INIT 0x62 DXE_CPU_INIT 0x63 //reserved for CPU 0x64 - 0x67 DXE_NB_HB_INIT 0x68 DXE_NB_INIT 0x69 DXE_NB_SMM_INIT 0x6A //reserved for NB 0x6B - 0x6F DXE_SB_INIT 0x70 DXE_SB_SMM_INIT 0x71 DXE_SB_DEVICES_INIT 0x72 //reserved for SB 0x73 - 0x77 DXE_ACPI_INIT 0x78 DXE_CSM_INIT...
  • Page 5 DXE_IDE_RESET 0xA2 DXE_IDE_DETECT 0xA3 DXE_IDE_ENABLE 0xA4 DXE_SCSI_BEGIN 0xA5 DXE_SCSI_RESET 0xA6 DXE_SCSI_DETECT 0xA7 DXE_SCSI_ENABLE 0xA8 DXE_SETUP_VERIFYING_PASSWORD 0xA9 //reserved for AML use: 0xAA DXE_SETUP_START 0xAB DXE_SETUP_INPUT_WAIT 0xAC DXE_READY_TO_BOOT 0xAD DXE_LEGACY_BOOT 0xAE DXE_EXIT_BOOT_SERVICES 0xAF RT_SET_VIRTUAL_ADDRESS_MAP_BEGIN 0xB0 RT_SET_VIRTUAL_ADDRESS_MAP_END 0xB1 DXE_LEGACY_OPROM_INIT 0xB2 DXE_RESET_SYSTEM 0xB3 DXE_USB_HOTPLUG 0xB4 DXE_PCI_BUS_HOTPLUG 0xB5...
  • Page 6 PEI_CPU_MISMATCH 0x57 PEI_CPU_SELF_TEST_FAILED 0x58 PEI_CPU_CACHE_ERROR 0x58 PEI_CPU_MICROCODE_UPDATE_FAILED 0x59 PEI_CPU_NO_MICROCODE 0x59 PEI_CPU_INTERNAL_ERROR 0x5A PEI_CPU_ERROR 0x5A PEI_RESET_NOT_AVAILABLE //reserved for AMI use: 0x5C - 0x5F //Recovery PEI_RECOVERY_PPI_NOT_FOUND 0xF8 PEI_RECOVERY_NO_CAPSULE 0xF9 PEI_RECOVERY_INVALID_CAPSULE 0xFA //reserved for AMI use: 0xFB - 0xFF //S3 Resume PEI_MEMORY_S3_RESUME_FAILED 0xE8 PEI_S3_RESUME_PPI_NOT_FOUND 0xE9 PEI_S3_BOOT_SCRIPT_ERROR...

  • Page 7: Pei Beep Codes

    BIOS POST Beep Code 1-2-1 PEI Beep Codes # of Beeps Description Memory not Installed. Memory was installed twice (InstallPeiMemory routine in PEI Core called twice) Recovery started DXEIPL was not found DXE Core Firmware Volume was not found Recovery failed S3 Resume failed Reset PPI is not available 1-2-2 DEX Beep Codes...

  • Page 8: Chapter 2 Remote Troubleshooting

    Chapter 2 Remote Troubleshooting 2-1 WebUI 2-1-1 To remote manage the server, login into BMC web UI. For first time use, enter the default user name and password. This can be found on label on the server. After entering the username and password, click on the “Sign me in”...
  • Page 9 2-1-4 Click on [Change adapter settings] 2-1-5 Double click [local area network connection] item. 2-1-6 Click [Properties] item.
  • Page 10 2-1-7 Click [Internet Protocol Version 4 (TCP/IPv4) item. 2-1-8 Select [Use the following IP address] and enter a static IP address and subnet mask. This address should be from the same network and segment as the client PC network setting. (Static IP for example)
  • Page 11 2-1-9 Connect an Ethernet cable between the host server BMC LAN port and the client PC LAN port. CL2100 Gen10 Server: CL2200 Gen10 Server: 2-1-10 Power on the system, and press [Del] key to enter BIOS Setup Utility. Go to the [Server Mgmt ] tab and select [BMC network Configuration] item.
  • Page 12 2-1-11 Press the [Enter] key to “configuration address source” and change to [Static] option.
  • Page 13 2-1-12 Next, select “Station IP Address” option and enter the IP Address. Next select subnet mask option, add enter the subset mask address (Static IP example). 2-1-13 After entering the static IP and subnet mask addresses, press the [F10] key, select “Yes” and press the [Enter] key to save the configuration and exit.
  • Page 14 2-1-14 Next, enter the IP address in browser’s web address field. You will see a “There is a problem with this website’s security certificate” webpage. Click on [Continue to this website (not recommended)]. Afterwards, you will see the IPMI logon webpage. This will allow you to link to the BMC web UI. 2-1-15 Login to the Management Console (BMC web UI).
  • Page 15 2-1-16 Network Interface Configuration: To change from DHCP to static IP, please click on [Settings]  [Network Settings]  [Network IP Settings]  Disable IPv4 DHCP  Enter IPv4 Address, IPv4 Subnet and IPv4 Gateway for static IP address.
  • Page 16 2-1-17 Updates: To update the BMC firmware, click on [Maintenance] [Firmware Update] [Select Firmware Image]  click [Browse] button. 2-1-18 Sensor: To check the server health status, click on [Sensor]. The Sensor Reading webpage will appear. 2-1-19 To find out the CPU temperature, click on [CPU0_TEMP] or [CPU1_TEMP] to get the current CPU temperature and Upper Critical CPU temperature...
  • Page 17 2-1-20 Remote Access: Click on [Remote Control] and click on [Launch KVM].

  • Page 18: Checking For Errors

    2-2 Checking for errors 2-2-1 System event log: The system event log records an event when the sensor detects an abnormal state. When the log matches a predefined alert, the server system will send out a notification. To determine what the abnormal state is, click on [Logs &...
  • Page 19 2-2-2 Server Health Status: Use the Dashboard to determine the server health status. If the server is in “good” health, the “Sensor Monitoring” status bar will report all “sensors are good now!” 2-2-3 To download the event log for analysis, click on [IPMI Event Log] in the menu and then click on the [Download Event Logs] button.

  • Page 20: Chapter 3 Diagnostic Flowchart

    Chapter 3 Diagnostic Flowchart 3-1 Start diagnostic flowchart Use the following flowchart to start the diagnostic process. Go to Start Do you want to perform Remote Diagnosis the Remote Diagnosis? Diagnosis Does the Go to Power Server power on? On Issues Does the Go to POST Server complete POST?
  • Page 21 Remote diagnostic flowchart The Remote diagnosis flowchart provides a generic approach to troubleshooting a server from a remote location. Start Remote Troubleshooting Use WebUI to troubleshooting Does the Download system condition still event log file exist? Contact Support...
  • Page 22 3-3 Power On issue flowchart For the location of server LEDs and information on their status, see Chapter 1 System Appearance. Symptoms The server does not power on.  The system power button LED is off or Blinking Green.  Cause ...
  • Page 23 Action To troubleshoot the issue, use the following flowcharts:  Press Power Button Start power on issue to let system back to Blink Are PSU Is the Power Button LED Install PSU installed? blink or solid gree? Solid Check for VGA cables What is the status Check for loost of PSUs...
  • Page 24 3-4 POST issue flowchart Symptoms The server does not complete POST.   The server completes POST with errors. Cause Improperly populated memory.  Outdated firmware on adapter options.   Unsupported adapter. Improperly seated or faulty internal component.  ...
  • Page 25 Action Troubleshoot the issue using the following flowcharts:  Start POST issues Go to Power on issues Does the system flowchart have power? Solid green Check IPMI event log Does the condition What color is the Is Video cabled using webUI and Is Video displayed still exist system power LED...
  • Page 26 3-5 Physical drive issue flowchart Symptoms  A drive is not available. Drive errors are displayed during POST in the logs.  Cause The drive is faulty.  The firmware is outdated.  The drive does not match other drives in the same configuration. ...
  • Page 27 Action Troubleshoot the issue using the following flowcharts:  Start physical drive issues Is the drive a Does the condition Install a QVL drive QVL drive? still exist Gather Important symptom information for use in troubleshooting the issues Is drive failure Does the condition Update drive firmware intermittent?
  • Page 28 3-6 Logical drive issue flowchart 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.  Cause The controller is not in RAID mode. ...
  • Page 29 Action Troubleshoot the issue using the following flowcharts:  Start Logical drive issues Replace controller Is the controller with one supported in supported by the server? the server. If the controller is in Does the Does the condition Are too many logical Are logical drives HBA mode, enable configuration require...
  • Page 30 3-7 OS boot issue flowchart Symptoms  The server does not boot a previously installed OS. Cause  Corrupted OS.  Drive subsystem issue. Incorrect setting in BIOS.  Action Troubleshoot the issue using the following flowcharts:  Start OS Boot Contact Support issues Has system...
  • Page 31 3-8 Fault indication flowchart Symptom  The server boots, but the System Status LED is amber or Blinking Green. The server boots, but a fault event is reported by BMC.  Cause Improperly seated or faulty internal or external component. ...
  • Page 32 Start Server fault indications Select an appropriate Fault indicator. LEDs IPMI event log Blinking Green Blinking Amber Solid Amber Non-critical condition, Critical condition, System CPU disable and R-PSU fail (AC LOST), PSU fail, CPU error, STOP(normal) , DIMM disable Event log full, drive fault critical memory error POST error, NMI Check and solve the problem...
  • Page 33 3-9 NIC issue flowchart Symptoms  The NIC is not working One or more ports on the NIC are not working.  Cause The firmware or drivers are outdated, mismatched, or faulty.  The NIC or cable is not seated properly. ...
  • Page 34 Action NIC issues flowchart (1 of 2)  Start NIC issues Gather important symptom Did the NIC work information for use in previously? troubleshooting the issue Go To NIC issues p2 Were any changes made recenyly? Troubleshoot and correct all Firmware or Network or issues between the NIC and...
  • Page 35  NIC issues flowchart (2 of 2) From NIC Issues Replace the NIC. Contact support Does the Does NIC appear at condition still Does the POST and are there NIC exist? NIC load in POST error Message the OS Or IPMI event log Messages? Update to a supported NIC firmware/driver set.

  • Page 36: General Diagnosis Flowchart

    3-10 General diagnosis flowchart 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. Start General Diagnosis Go to POST Gather important symptom Is the system issues...

  • Page 37: Chapter 4 Hardware Issue

    Chapter 4 Hardware Issue Power issue 4-1-1 Server does not power on Symptom The system does not power on  Action Check with Power On issue flowchart.  4-1-2 Power source issue Cause The server is not powered on.  ...
  • Page 38 4-1-3 Power supply issue Cause 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. ...
  • Page 39  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 ...

  • Page 40: Drives Are Not Recognized

     If the device is the only device on a bus, be sure the bus works by installing a different device on the bus. Restarting the server each time to determine if the device is working, move the device:  To a PCIe slot on a different bus To the same slot in another working server of the same or similar design If the board works in any of these slots, either the original slot is bad or the board was not properly seated.

  • Page 41: Data Is Inaccessible

    Action Be sure no power issues exist.  Be sure no loose connections exist.  Check for available updates on any of the following components  RAID Controller firmware RAID driver HBA firmware  Be sure the drive or backplane is cabled properly. Check the drive LEDs to be sure they indicate normal function.

  • Page 42: General Fan Issues

     The drive is full. Operating system encryption technology is causing a decrease in performance.  A recovery operation is pending on the logical drive.  Action Be sure the drive is not full.  Review information about the operating system encryption technology, which can cause a decrease in ...

  • Page 43: Fans Running At A Higher Than Expected Speed

     Error messages are displayed during POST. One or more fans are not functioning.  Action Be sure the fans are properly seated and working:  Follow the procedures and warnings in the server documentation for removing the access panels and accessing and replacing fans.

  • Page 44: Excessive Fan Noise (High Speeds)

     Verify that all air baffles and required blanks, such as drive blanks, processor heatsink blanks, power supply blanks, etc., are installed. Verify that the correct processor heatsink is installed.  Verify that the correct fan is installed.  Excessive fan noise (high speeds) Symptom Fans are operating at high speeds with excessive noise.

  • Page 45: Server Is Out Of Memory

    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. Some  servers might require that memory channels be populated fully or that all memory within a memory channel be of the same size, type, and speed.

  • Page 46: Server Fails To Recognize New Memory

    Action Verify that the DIMMs are installed according to the DIMM population guides in the server user guide.  Verify that the Memory RAS Configuration settings and DIMMs are installed according to the DIMM  population guidelines in the server user guide. Verify that the DIMMs are supported on the server.

  • Page 47: Correctable Memory Error Threshold Exceeded

     A system “hang” A system “freeze”  Server restarts or powers down unexpectedly  Parity errors occur  Cause The DIMM is not installed or seated properly.   The DIMM has failed. Action Reseat the DIMM.  Update the BIOS to the latest version. ...

  • Page 48: Uncorrectable Machine Check Exception

     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. The processor socket requires very specific installation steps and only supported processors should be installed.
  • Page 49 Cause Real-time clock system battery is running low on power or lost power.  Action Replace the battery.  4-3-7 System board or PDB issue Symptom A POST message or BMC WebUI message is received indicating an issue with either the system board ...
  • Page 50  Reseat the USB drive key. Move the USB drive key to a different USB port, if available.  4-3-9 ODD drive issue System does not boot from the CD-ROM or DVD drive Symptom  The system does not boot from the USB CD-ROM or DVD drive. Cause The USB CD-ROM or DVD drive is not enabled in the UEFI System Utilities.

  • Page 51: Drive Is Not Detected

    a DVD into a drive that supports only CDs. Drive is not detected Symptom The USB CD-ROM or DVD drive is not detected.  Cause  The USB CD-ROM or DVD drive is not cabled properly. The USB CD-ROM or DVD drive cables are not connected properly. ...

  • Page 52: Monitor Does Not Function Properly With Energy Saver Features

    4-4 External device issue 4-4-1 Video issue Screen is blank for more than 60 seconds after you power up the server Symptom The screen is blank for more than 60 seconds after the server powered up.  Cause The monitor is not receiving power. ...

  • Page 53: Video Colors Are Wrong

    Cause The monitor does not support energy saver features.  Action Be sure the monitor supports energy saver features, and if it does not, disable the features.  Video colors are wrong Symptom The video colors are displayed wrong on the monitor. ...
  • Page 54 For tower model servers, check the cable connection from the input device to the server. If a KVM switching device is in use, be sure all cables and connectors are of proper length and are  supported by the switch. See the switch documentation. ...
  • Page 55 Action Check the network controller or OCP LAN card 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. ...

  • Page 56: Chapter 5 Software Issue

    Chapter 5 Software issue Operating system issue 5-1-1 Operating system locks up Symptom The 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. ...

  • Page 57: Prerequisites For Reconfiguring Or Reloading Software

    5-2-2 Updating the operating system If you decide to apply an operating system update:  Perform a full system backup. Apply the operating system update, using the instructions provided. Install the current drivers. 5-3 Reconfiguring or reloading software 5-3-1 Prerequisites for reconfiguring or reloading software If all other options have not resolved the issue, consider reconfiguring the system.

  • Page 58: Errors Occur After A Software Setting Is 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. ...

  • Page 59: Target System Is Not Supported

    ROM update issue 5-5-1 Remote BIOS or BMC Firmware flash issues Network connection fails on remote communication by WebUI 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 ...

  • Page 60: Server Does Not Boot

    Action To determine if the server is supported, check BIOS or BMC Firmware release note and confirm the  server model. 5-6 Server does not boot Symptom  The server does not boot. Cause The system BIOS or BMC Firmware flash process fails. ...

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