HPE Synergy Series Troubleshooting Manual
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HPE Synergy Series Troubleshooting Manual

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HPE Synergy Troubleshooting Guide
Abstract
This document describes common procedures for troubleshooting HPE Synergy. The
document is intended for the person who installs, administers, and troubleshoots HPE
Synergy. Hewlett Packard Enterprise assumes you are qualified to service computer
equipment and are trained in recognizing hazards in products with hazardous energy levels.
Part Number: P11954-002
Published: April 2019
Edition: 2

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Summary of Contents for HPE Synergy Series

  • Page 1 Abstract This document describes common procedures for troubleshooting HPE Synergy. The document is intended for the person who installs, administers, and troubleshoots HPE Synergy. Hewlett Packard Enterprise assumes you are qualified to service computer equipment and are trained in recognizing hazards in products with hazardous energy levels.
  • Page 2 © Copyright 2018-2019 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.

  • Page 3: Table Of Contents

    HPE Synergy troubleshooting resources..................8 Troubleshooting within HPE OneView................8 HPE Synergy Troubleshooting Guide................9 Error Message Guide for HPE ProLiant Gen10 servers and HPE Synergy....... 9 Integrated Management Log Messages and Troubleshooting Guide for HPE ProLiant Gen10 Servers and HPE Synergy............... 9 HPE OneView Help and HPE OneView API Reference.............9...
  • Page 4 Excessive fan noise (high speeds)...................36 Excessive fan noise (low speeds)..................37 Appliance module........................37 The appliance module firmware is not compatible with the current HPE Synergy software release.......................37 The appliance module cannot be discovered by the frame link module......37 The appliance module is not compatible with the version of frame link module firmware currently installed....................38...
  • Page 5 General controller issues....................51 Controllers are no longer redundant................52 HPE Dynamic Smart Array B140i drives are not found when RAID mode is disabled..53 HPE Smart Array S100i SR Gen10 drives are not found when RAID mode is disabled..........................53 HPE Smart Array S100i SR Gen10 drives are not recognized........
  • Page 6 HPE Synergy 12Gb SAS Connection Module front panel LEDs........76 Storage option LEDs, components, and guidelines............77 Frame rear component and bay numbering................81 Frame link module components and LEDs..............82 Power supply LED......................83 Fan LED........................... 84 Information pull tabs........................84 Reports and logs...................86 Overview.............................
  • Page 7 Configuration information....................103 Installation and configuration information for the setup software........103 Software installation and configuration of HPE Synergy..........103 HPE iLO information.......................103 Fault tolerance, security, care and maintenance, configuration and setup....103 HPE Synergy document overview (documentation map)....104 Websites....................

  • Page 8: About This Guide

    Troubleshooting within HPE OneView HPE OneView graphical user interface includes alert notifications and options for troubleshooting within HPE OneView. The UI provides multiple views of HPE Synergy components, including colored icons to indicate resource status and potential problem resolution in messages.

  • Page 9: Hpe Synergy Troubleshooting Guide

    You can also use the Enclosure view and Map view to quickly see the status of all discovered HPE Synergy hardware. HPE Synergy Troubleshooting Guide The HPE Synergy Troubleshooting Guide is in the Hewlett Packard Enterprise Information Library (www.hpe.com/info/synergy-docs). It provides information for resolving common problems and courses of action for fault isolation and identification, issue resolution, and maintenance for both HPE Synergy hardware and software components.

  • Page 10: Composable Infrastructure

    An HPE Synergy management appliance used to host, configure, and serve operating systems to boot the HPE Synergy compute modules, providing a stateless server experience for the compute modules. Embedded management A comprehensive set of management tools that is embedded on HPE Synergy and most HPE ProLiant servers: •...

  • Page 11: Troubleshooting Preparation

    The OS logs are available only when the system has power. For more information about the Active Health System Log, see the HPE iLO user guide on the Hewlett Packard Enterprise website (http://www.hpe.com/support/iLO-docs). To obtain OS logs, see the OS documentation.

  • Page 12: Important Safety Information

    Important safety information For important safety, environmental, and regulatory information, see Safety and Compliance Information for Server, Storage, Power, Networking, and Rack Products, available at the Hewlett Packard Enterprise website. Symbols on equipment The following symbols might be found on the equipment to indicate the presence of potentially hazardous conditions.

  • Page 13: Warnings And Cautions

    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/module-level 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.

  • Page 14: Electrostatic Discharge

    WARNING: To reduce the risk of personal injury or damage to the equipment: weight in kg • Observe local occupation health and safety requirements and weight in lb guidelines for manual handling. • Obtain adequate assistance to lift and stabilize the chassis during installation or removal.

  • Page 15: Collecting Symptom Information

    Before troubleshooting an issue, collect the symptom information. Download the Active Health System Log using the Active Health System Viewer, if possible. For more information about downloading the Active Health System Log using the AHSV, see the HPE Active Health System Viewer User Guide on the Hewlett Packard Enterprise website (http://www.hpe.com/support/ahsv-docs).
  • Page 16 More information Active Health System Viewer on page 87 Active Health System log on page 86 User guide on page 99 Integrated Management Log on page 93 Troubleshooting preparation...

  • Page 17: Using Hpe Oneview To Troubleshoot The Appliance

    Troubleshooting tools in HPE OneView HPE OneView has a variety of troubleshooting tools you can use to resolve issues. By following a combined approach of examining screens and logs, you can obtain a history of activity and the errors encountered.

  • Page 18: Updating The Firmware

    Updating the firmware The following instructions provide an overview of the firmware update process for HPE Synergy. For more information, see the Best Practices for HPE Synergy Firmware and Driver Updates in the Hewlett Packard Enterprise Information Library (www.hpe.com/info/synergy-docs). The following components require updates: •...

  • Page 19: Common Troubleshooting Procedures

    Remote Console for compute modules within the frame. For more information, see the HPE Synergy Frame Link Module User Guide on the Hewlett Packard Enterprise website (http://www.hpe.com/info/ synergy-docs). NOTE: To access HPE OneView, the frame must either have an HPE Synergy Composer installed or be claimed by HPE OneView. Maintenance consoles •...

  • Page 20: Connecting To The Hpe Oneview Maintenance Console Using Ssh

    5. Provide the local administrator credentials when prompted. Creating a support dump file This procedure describes how to use the HPE Synergy maintenance console to create a support dump file from the local appliance (the appliance on which the HPE Synergy maintenance console runs) and store it on a USB drive.

  • Page 21: Connect To The Hpe Synergy Console

    You can connect to the Synergy Console using a laptop computer or a keyboard, video monitor, and mouse. The Synergy Console provides access to HPE OneView running on an HPE Synergy Composer appliance. The Synergy Console also provides access to the serial console for modules installed within a frame, including management appliances, interconnects, or compute modules.

  • Page 22: Connecting To The Hpe Synergy Console Using A Laptop Computer

    Alternatively, connect the USB keyboard and mouse to a USB hub connected to the frame. Connecting to the HPE Synergy Console using a laptop computer NOTE: Do not plug the front panel laptop port into a switch. The front panel laptop port is designed to provide a single laptop access to HPE Synergy Console.

  • Page 23: Connecting To Hpe Oneview Using The Hpe Synergy Console

    Alternatively, you can include the port number. http://192.168.10.1:5800 b. VNC client: Open a VNC client and connect to 192.168.10.1 port 5900. A VNC client will load to the web browser and open the HPE Synergy Console. Connecting to HPE OneView using the HPE Synergy Console Prerequisites Connect to the HPE Synergy Console on page 21.

  • Page 24: Verifying Installation Using Hpe Oneview

    If any components are not green, use the information on the screen to troubleshoot the issue with the component. For more information, see the HPE Synergy Frame Link Module User Guide at http:// www.hpe.com/info/synergy-docs. 3. Select Connect. HPE OneView can take up to 18 minutes for initial startup.
  • Page 25 3. Review the hardware inventory. NOTE: A spinning icon at the top of the inventory section indicates when HPE OneView is bringing the enclosures and the devices within them under management. Devices might not be listed until the discovery process is complete.

  • Page 26: Frame Link Module Factory Reset

    10 minutes. If the frame link module is installed in a frame managed by HPE OneView, the frame link module will be reclaimed by HPE OneView after the factory reset is complete.

  • Page 27: Resetting A Frame Link Module

    3. Choose either the Active or Standby frame link module. Processor troubleshooting guidelines Troubleshooting processors on an HPE Synergy Gen9 compute module CAUTION: When reducing the compute module to a minimum configuration for troubleshooting, do not remove additional processors unless requested by the Hewlett Packard Enterprise Support Center.

  • Page 28: Breaking The Compute Module Down To The Minimum Hardware Configuration

    USB devices • Energy pack (an HPE Smart Storage Battery or HPE Smart Storage Hybrid Capacitor) Before removing the components, be sure to determine the minimum configuration for each component and follow all guidelines in the compute module user guide.

  • Page 29: Common Issue Resolution

    • Notice—Provides general information, announcements, or best practices. Component LED definitions and component information Many common issues can be identified by reviewing the LEDs. For more information, see the HPE Synergy documentation on the Hewlett Packard Enterprise website (http://www.hpe.com/info/synergy- docs).

  • Page 30: Intel Xeon Scalable Processors Supported On Hpe Proliant Gen10 Servers

    Intel Xeon Scalable Processors supported on HPE ProLiant Gen10 servers Depending on the compute module, HPE ProLiant Gen10 servers can support either first or second- generation Intel Xeon Scalable processors. To determine the generation, look at the four-digit processor model number.
  • Page 31 To align and seat the DIMM, use two fingers to hold the DIMM along the side edges. • To seat the DIMM, use two fingers to apply gentle pressure along the top of the DIMM. For more information, see the Hewlett Packard Enterprise website (http://www.hpe.com/support/ DIMM-20070214-CN). Common issue resolution...

  • Page 32: Hardware Issues

    Hardware issues Procedures for troubleshooting HPE Synergy components The procedures in this section are comprehensive and include steps about or references to hardware features. The features in this section may not be supported by all compute modules or components you are troubleshooting.

  • Page 33: Frame And Frame Link Module

    1. Verify that all fans are installed and operational in the frame. 2. Install or replace fans in the frame. For more information, see the HPE Synergy 12000 Frame Setup and Installation Guide on the Hewlett Packard Enterprise website (http://www.hpe.com/info/synergy-docs).

  • Page 34: A Device Is Not Allowed To Power On Due To Insufficient Power In The Frame

    2. Install additional power supplies in the frame or replace nonoperational power supplies. For more information on installing power supplies in the frame, see the HPE Synergy 12000 Frame Setup and Installation Guide on the Hewlett Packard Enterprise website (http://www.hpe.com/info/ synergy-docs).

  • Page 35: Low Battery Warning Is Displayed On The Ups

    For specifications, see the UPS reference guide. 5. Verify that the line cord is connected. 6. Verify that each circuit breaker is in the On position, or replace the fuse if needed. If this issue occurs repeatedly, contact an authorized service provider. 7.

  • Page 36: Fans Running At A Higher Than Expected Speed

    When at low speed if there is an issue with the fan Action 1. Verify the fan status and fan speed by accessing the Fans view of the HPE OneView Enclosures screen. For more information, see the HPE OneView User Guide on the Hewlett Packard Enterprise website (http://www.hpe.com/info/synergy-docs).

  • Page 37: Excessive Fan Noise (Low Speeds)

    HPE OneView displays errors when a new or updated appliance module is installed. Cause A new or updated appliance module is installed in HPE Synergy with a firmware version that is not compatible with the firmware on another appliance in the same management ring.

  • Page 38: The Appliance Module Is Not Compatible With The Version Of Frame Link Module Firmware Currently Installed

    2. Reinstall the appliance module in the same appliance bay. For more information, see the appliance maintenance and service guide on the Hewlett Packard Enterprise website (http://www.hpe.com/info/synergy-docs). 3. If the issue persists, contact Hewlett Packard Enterprise technical support. More information...

  • Page 39: Compute Module

    For more information, see the UEFI System Utilities user guide for your compute module on the Hewlett Packard Enterprise website (http://www.hpe.com/info/uefi/docs). 2. Use the HPE iLO web interface to verify that the microSD card is detected by HPE iLO. For more information, see the appropriate document for your compute module: •...

  • Page 40: System Battery Is Low Or Lost Power

    Locate and reseat the microSD card. e. Install the compute module in the same location in the frame. For more information, see the compute module maintenance and service guide on the Hewlett Packard Enterprise website (http://www.hpe.com/info/synergy-docs). System battery is low or lost power Symptom An error message is received indicating low power or loss of power.

  • Page 41: Procedure Prerequisites With A Trusted Platform Module Installed And Bitlocker Enabled

    1. Be sure the memory is configured properly. For more information, see the DIMM population guidelines on the Hewlett Packard Enterprise website (http://www.hpe.com/docs/memory-population-rules). 2. Be sure no operating system errors are indicated. 3. Update the system ROM to the latest version.

  • Page 42: Compute Module Fails To Recognize Existing Memory

    2. For all DIMMs installed in the compute module, be sure that the associated processor is installed. For more information on which DIMM slots are associated with each processor, see the compute module user guide on the Hewlett Packard Enterprise website (http://www.hpe.com/info/synergy- docs).

  • Page 43: Compute Module Fails To Recognize New Memory

    For more information, see the compute module maintenance and service guide on the Hewlett Packard Enterprise website (http://www.hpe.com/info/synergy-docs). 6. Update the system ROM to the latest version. More information DIMM handling guidelines on page 30 Compute module fails to recognize new memory Symptom The compute module does not recognize new memory installed on the compute module.

  • Page 44: Nvdimm Issues

    3. Remove all DIMM types that are not supported in the configuration. For more information, see the compute module maintenance and service guide. 4. Verify that an HPE Smart Storage Battery is installed on the compute module. The HPE Smart Storage Hybrid Capacitor does not support NVDIMMs.
  • Page 45 NVDIMMs. For more information, see the compute module maintenance and service guide. 5. Verify that a supported HPE Smart Storage Battery is properly installed and operating in the compute module. For a list of supported options, see the QuickSpecs on the Hewlett Packard Enterprise website (http:// www.hpe.com/info/qs).
  • Page 46 Select Enabled. c. Save your settings. For more information, see the UEFI System Utilities user guide for your product on the Hewlett Packard Enterprise website (http://www.hpe.com/info/uefi/docs). The persistent memory drive is read only Symptom A persistent memory drive marked as "read only" usually indicates that the underlying NVDIMM detected is not armed for backup during the boot process.
  • Page 47 Action Using UEFI System Utilities, reinitialize the backup storage devices. For more information, see the UEFI System Utilities user guide for your product on the Hewlett Packard Enterprise website (http://www.hpe.com/info/uefi/docs). Solution 2 Cause The backup power source capacity no longer supports the backup operation.

  • Page 48: Compute Module Processor

    Solution 3 Cause An NVDIMM controller error occurred at runtime. Action 1. Review the IML for messages indicating the NVDIMM controller error. 2. Perform the steps indicated in the IML. Compute module processor Processor troubleshooting prerequisites The actions in this section include removing, replacing, or reseating processors. Be sure to review the alert information before removing, replacing, or reseating a processor.

  • Page 49: Uncorrectable Machine Check Exception

    Action 1. Be sure that each processor is supported by the compute module and is installed as directed in the compute module documentation. The processor socket requires very specific installation steps and only supported processors should be installed. For processor requirements, see the compute module user guide. 2.

  • Page 50: Compute Module Mezzanine Card Options

    Compute module controllers and energy packs NOTE: System ROM and firmware messages might display "energy pack" in place of "Smart Storage Battery." Energy pack refers to both, HPE Smart Storage Battery and the HPE Smart Storage Hybrid Capacitor. Network controller is installed but not working Symptom The network controller is not working.

  • Page 51: Network Controller Has Stopped Working

    Be sure the compute module ROM is up to date. Be sure that the controller drivers are up to date. 10. Be sure that a valid IP address is assigned to the controller and that the configuration settings are correct. More information Resolving loose connections on page 29 Network controller has stopped working...

  • Page 52: Controllers Are No Longer Redundant

    6. Download the Active Health System log. 7. Contact Hewlett Packard Enterprise technical support. 8. Replace the controller. For more information, see the compute module maintenance and service guide on the Hewlett Packard Enterprise website (http://www.hpe.com/info/synergy-docs). Controllers are no longer redundant Symptom •...

  • Page 53: Hpe Dynamic Smart Array B140I Drives Are Not Found When Raid Mode Is Disabled

    RAID mode is disabled in the UEFI System Utilities, then the drives are listed as AHCI drives or HPE H220i drives and the RAID controller is not found in POST or device manager. When RAID mode is enabled, the drives appear as HPE Dynamic Smart Array B140i controller drives.

  • Page 54: Hpe Smart Array S100I Sr Gen10 Drives Are Not Recognized

    7. Click Reboot. HPE Smart Array S100i SR Gen10 drives are not recognized Symptom When installing an OS, the OS installation does not recognize the HPE Smart Array S100i SR Gen10 drives. Action Manually install the HPE Smart Array S100i SR Gen10 drivers.

  • Page 55: Energy Pack Issues

    Hewlett Packard Enterprise offers two centralized backup power source options to back up write cache content on class Smart Array controllers when unplanned compute module power outages occur. In documentation and system messaging, energy pack is used to refer to both the HPE Smart Storage Battery and the HPE Smart Storage Hybrid Capacitor.
  • Page 56 1. Do one of the following: • Ensure that the energy pack is fully charged. An HPE Smart Storage Battery may take up to 120 minutes in a powered compute module or frame to charge enough to support the number of battery-backed devices installed.

  • Page 57: Hpe Synergy 480 Multi-Mxm Expansion Module

    Symptom • The expansion module LED does not illuminate. • Mezzanine connector 1 and mezzanine connector 2 are shown as empty in HPE OneView and the iLO Device Inventory. • The IML displays one of the following messages: Hardware issues...

  • Page 58: Gpus Report 0° C Or No Result On The Ilo Temperature Page

    ◦ Power On Denied (Service Information: Mezz Slot #, Read Error) ◦ Server Critical Fault (Service Information: Power On Fault, MEZZ Cards, MEZZ 2 (01h)) Mezzanine ◦ Server Blade Enclosure Inadequate Power To Power On: Not Enough Power Cause • The mezzanine pass-through is not installed on mezzanine connector 1 or on mezzanine connectors 1 and 2.

  • Page 59: Mxm Card Is Not Running At Pcie X16 Link Width

    Cause The MXM card is not properly seated in the MXM expansion module. Action 1. Reseat the MXM card and verify that both screws are properly engaged. 2. Verify that the MXM card is seated properly and that both mounting screws are installed. For compute module-specific information, see the product user guide on the Hewlett Packard Enterprise Information Library.

  • Page 60: Product Name And Status Fields In Hpe Ilo Are Not Specific To The Accelerator Or Graphics Option Installed

    Symptom The Product Name and Status fields in HPE iLO are not specific to the accelerator or graphics option installed. The Product Name field might display a general description instead of the product name and the status field might display Unknown.

  • Page 61: Compute Module Does Not Power On With The Pcie Expansion Module Attached

    For compute module-specific information, see the product user guide on the Hewlett Packard Enterprise Information Library. Compute module does not power on with the PCIe expansion module attached Symptom IML reports the following message: Power on Denied (Service Information: Mezz Slot 1, Read Error) Cause •...

  • Page 62: Power Cable Error Shown In Remote Console During Boot

    Make sure one or more logical JBODs are assigned to the compute module. Drawer status LED is flashing amber Symptom The drawer status LED on the front of the HPE Synergy D3940 Storage Module is flashing amber. Cause Thermal warning...

  • Page 63: Drive Status Led Solid Amber

    Action Close the drive drawer. Drive status LED solid amber Symptom The drive status LED on the front of the HPE Synergy D3940 Storage Module is solid amber. Cause One or more drives have failed. Action Check the individual health of the drives and I/O adapter for faults to determine if the storage module is operating properly.

  • Page 64: Missing Raid Controller

    Action 1. Verify that the controller is in the proper HBA or RAID mode. 2. If the controller is an HPE Smart Array P542D RAID Controller with a premium backplane, verify that the internal cables are attached. For more information on cabling the backplane, see the storage module user guide in the Hewlett Packard Enterprise Information Library.

  • Page 65: Hpe Synergy 12Gb Sas Connection Module

    The SAS connection module cannot access storage. Action Verify the HPE Synergy 12Gb SAS Connection Module and the storage enclosure are supported for use with each other. For support information, see the HPE Synergy 12Gb SAS Connection Module QuickSpecs on the Hewlett Packard Enterprise website.
  • Page 66 Drives may overheat and cause sluggish response or drive failure. 5. Run HPE SSA and check the status of the failed drive. For more information about HPE SSA, see the Hewlett Packard Enterprise website (http:// www.hpe.com/servers/ssa). 6. Be sure the replacement drives within an array are the same size or larger.
  • Page 67 When using an array controller, be sure that the drive is configured in an array. Run HPE SSA. For more information about HPE SSA, see the Hewlett Packard Enterprise website (http:// www.hpe.com/servers/ssa). 10. Be sure that the correct controller drivers are installed.
  • Page 68 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. For more information about HPE SSA, see the Hewlett Packard Enterprise website (http:// www.hpe.com/servers/ssa).

  • Page 69: Usb Drive Key Issues

    For more information, see the compute module maintenance and service guide in the Hewlett Packard Enterprise Information Library. USB drive key issues System does not boot from the USB drive key Symptom The compute module does not boot from the USB drive key. Cause •...

  • Page 70: Component And Led Identification

    Component and LED identification Frame front components and device bays Item Description Device bays—Compute modules and storage modules Front panel—Provides access to the HPE Synergy console, via KVM or laptop. Appliance bays Front panel components Component and LED identification...

  • Page 71: Appliance Module Leds And Components

    HPE Synergy Console use. To connect multiple devices, a USB hub (not included) is required. Appliance module LEDs and components Appliance module LEDs and components are the same for both an HPE Synergy Composer and an HPE Synergy Image Streamer. Component and LED identification...
  • Page 72 Indicates which appliance module is active. Activity LED • Off—Indicates that the appliance module is the standby in a Highly Available configuration or HPE OneView is in an error state. • Solid green—Indicates that the appliance module is active. •...

  • Page 73: Compute Module Leds And Buttons

    Off = Deactivated Health status LED Solid green = Normal Flashing green (1 Hz/cycle per sec) = HPE iLO is rebooting Flashing amber = System degraded Flashing red (1 Hz/cycle per sec) = System critical Mezzanine NIC status LED...
  • Page 74 System power LED definitions The system power LED is located on the compute module Power On/Standby button. System power LED Definition No power present Solid amber System is in standby Flashing green (1 Hz/cycle per sec) Performing power on sequence Solid green System on NVDIMM LED identification...

  • Page 75: Storage Module Leds

    State Definition NVDIMM-N Function LED The restore operation is in progress. Flashing The restore operation is successful. Solid or On Erase is in progress. Flashing The erase operation is successful. Solid or On The NVDIMM-N is armed, and the NVDIMM-N is in Solid or On normal operation.

  • Page 76: Hpe Synergy 12Gb Sas Connection Module Front Panel Leds

    Storage module is in use, do not remove Storage module is not in use, safe to remove The drive drawer must be closed within five minutes after it is opened. HPE Synergy 12Gb SAS Connection Module front panel LEDs Item Status Definition Normal...

  • Page 77: Storage Option Leds, Components, And Guidelines

    Item Status Definition Flashing blue Firmware is being updated Health Not powered up Green Healthy Flashing amber Error, there is a problem with the module Storage option LEDs, components, and guidelines Hot-plug drive LED definitions Item LED Status Definition Locate Solid blue The drive is being identified by a host application.
  • Page 78 Drives must be of the same capacity to provide the greatest storage space efficiency when drives are grouped in the same drive array. • Drives in the same logical volume must be of the same type. HPE SSA does not support mixing SAS, SATA, and SSD drives in the same logical volume. NVMe SSD LED definitions The NVMe SSD is a PCIe bus device.
  • Page 79 Item LED Status Definition Locate Solid blue The drive is being identified by a host application. Flashing blue The drive carrier firmware is being updated or requires an update. Activity Rotating green Drive activity ring No drive activity Drive Solid green The drive is a member of one or more logical drives.
  • Page 80 SFF flash adapter components and LED definitions Item Component Description Locate • Off—Normal • Solid blue—The drive is being identified by a host application. • Flashing blue—The drive firmware is being updated or requires an update. uFF drive ejection latch Removes the uFF drive when released.

  • Page 81: Frame Rear Component And Bay Numbering

    The arrow direction on each of the power supply icons indicates the recommended power routing to either A-side or B-side. For more information about power cabling, see the HPE Synergy 12000 Frame Setup and Installation Guide on the Hewlett Packard Enterprise Information Library.

  • Page 82: Frame Link Module Components And Leds

    Flashing amber = Warning • Flashing red = Critical error If the Health LED indicates a warning or a critical error, connect to HPE OneView or to the HPE Synergy Console for more information and troubleshooting assistance. Table Continued Component and LED identification...

  • Page 83: Power Supply Led

    Do not remove either frame link module while the UID LED is flashing. Allows connection to the frame using a supported USB device. Devices include a keyboard or mouse for connecting to the HPE Synergy Console. To connect multiple devices, a USB hub (not included) is required.

  • Page 84: Fan Led

    Power LED Condition No input power to the power supply or power supply failure. Connect to the HPE Synergy console and check for power supply error messages. Solid green Normal operation Flashing amber Warning. Connect to HPE OneView Hardware Setup to troubleshoot.
  • Page 85 Item Description The front pull tab (top left) has the frame link module product ID, serial number, and the device bay numbering for the frame link module front bays. The rear pull tab (top left) has the bay numbering for the frame link module rear bays. The serial label pull tab is located on each compute module and contains the following information: •...

  • Page 86: Reports And Logs

    • Integrated Management Log • HPE SSA diagnostic tasks • HPE Smart Storage Administrator Diagnostic Utility CLI reports • HPS report • sosreport and supportconfig The AHSV allows you to view the Active Health System log and you can submit a support case.

  • Page 87: Intelligent Provisioning Diagnostic Tools

    • Intelligent Provisioning—For instructions, see the Intelligent Provisioning user guide. • iLO RESTful API and RESTful Interface Tool—For more information, see http://www.hpe.com/ support/restfulinterface/docs. More information Using AHSV to troubleshoot or open a support case on page 92...
  • Page 88 4. Click Download. 5. Save the file. 6. If you have an open support case, you can email the log file to gsd_csc_case_mngmt@hpe.com. Use the following convention for the email subject: CASE: <case number>. Files that are larger than 25 MB must be compressed and uploaded to an FTP site. If needed, contact Hewlett Packard Enterprise for FTP site information.
  • Page 89 4. Click Download Entire Log. 5. Save the file. 6. If you have an open support case, you can email the log file to gsd_csc_case_mngmt@hpe.com. Use the following convention for the email subject: CASE: <case number>. Files that are larger than 25 MB must be compressed and uploaded to an FTP site. If needed, contact Hewlett Packard Enterprise for FTP site information.
  • Page 90 5. The file is saved to the specified path. 6. Close the command window. 7. Optional: If you have an open support case, email the log file to gsd_csc_case_mngmt@hpe.com. Use the following convention for the email subject: CASE: <case number>.
  • Page 91 Specifies your iLO user account credentials. –o <filename>.ahs Specifies the output file name and path. case_no=<HPE support case number> Specifies a Hewlett Packard Enterprise support case number to add to the log header. Options for adding contact information to the downloaded log phone=<phone number>...

  • Page 92: Using Ahsv To Troubleshoot Or Open A Support Case

    1. Download the AHS log from the server. For more information, see "Downloading the AHS log" in the Active Health System Viewer User Guide. 2. Log in to AHSV (http://www.hpe.com/servers/ahsv) with your HPE Passport credentials, and upload the AHS log to AHSV.

  • Page 93: Integrated Management Log

    The total number of recorded events is always displayed above the filter icon. When filters are applied, the number of events that meet the filter criteria is displayed below the filter icon. 3. Optional: To view the event details pane, click an event. Performing a Diagnostics task using HPE SSA Procedure 1. Open HPE SSA.

  • Page 94: Hpe Smart Storage Administrator Diagnostics Utility Cli

    Save Report. HPE Smart Storage Administrator Diagnostics Utility CLI Installing the utility Procedure 1. Browse to the HPE Smart Storage Administrator website. 2. Click Download software. 3. Select an OS. 4. Identify the preferred software and version, and then click Download.

  • Page 95: Diagnostic Report Procedures

    Diagnostic report procedures Viewing the diagnostic report Procedure 1. Launch the utility. 2. Browse to the .zip file you created using the utility. 3. Open the HTML file to view the report. Identifying and viewing diagnostic report files The diagnostic report output archive contains the following files: •...

  • Page 96: Hps Report

    More information Accessing Hewlett Packard Enterprise Support on page 107 Linux reports To assist in possible Linux installation issues on HPE servers, capture either the sosreport or supportconfig before contacting Hewlett Packard Enterprise Support. More information Accessing Hewlett Packard Enterprise Support on page 107...

  • Page 97: Resources For Troubleshooting

    Mobile QR code locations Mobile QR codes are located on HPE Synergy components and pull tabs and provide quick and efficient access to product specific content for the component. The QR codes takes you to a page that allows you to browse to the online documentation by choosing an HPE Synergy component.
  • Page 98 HPE OneView User Guide and Help for HPE Synergy The HPE OneView User Guide and Help for HPE Synergy is in the Hewlett Packard Enterprise Information Library (www.hpe.com/info/synergy-docs). It describes resource features, planning tasks, configuration quick start tasks, navigational tools for the graphical user interface, and more support and reference information for HPE OneView.

  • Page 99: User Guide

    HPE Active Health System Viewer documentation The HPE Active Health System Viewer is an online tool used to read, diagnose, and resolve server issues using the AHS log. For information on using the Active Health System viewer, see the HPE Active Health System Viewer User Guide on the Hewlett Packard Enterprise website (http://www.hpe.com/support/ahsv-ug-en).

  • Page 100: Intelligent Provisioning Software Documentation

    Service notifications, advisories, and notices are available to provide more information about any known issues with an HPE storage module. To locate service notifications, advisories or notices, search for your product on the Hewlett Packard Enterprise website (http://www.hpe.com/support/hpesc). Use the filters to narrow down the list of by documents type.

  • Page 101: Product Information Resources

    For more information about product features, specifications, options, configurations, and compatibility, see the product QuickSpecs on the Hewlett Packard Enterprise website. HPE Synergy component and option specifications, symbols, installation warnings, and notices See the HPE Synergy documentation, available in the following locations: • Hewlett Packard Enterprise Information Library •...

  • Page 102: Teardown Or Removal And Replacement Procedure Videos

    See the cabling information on the Hewlett Packard Enterprise website. Power capacity For information on estimating power consumption, see the HPE Power Advisor on the Hewlett Packard Enterprise website (http://www.hpe.com/info/poweradvisor) or (https://dcia.itcs.hpe.com). Switch settings, LED functions, drive, memory, expansion board and processor installation instructions, and board layouts See the access panel labels and the server user guide.

  • Page 103: Configuration Information

    • Hewlett Packard Enterprise Support Center website HPE iLO information For all HPE iLO documentation, see the Hewlett Packard Enterprise website. Fault tolerance, security, care and maintenance, configuration and setup See the HPE Synergy documentation, available in the following locations: •...

  • Page 104: Hpe Synergy Document Overview (Documentation Map)

    HPE Synergy document overview (documentation map) www.hpe.com/info/synergy-docs HPE Synergy document overview (documentation map)
  • Page 105 • Product maintenance and service guides • HPE Synergy 12000 Frame Setup and • Best Practices for HPE Synergy Firmware and Driver Installation Guide Updates • Rack Rails Installation Instructions for the • HPE OneView Help for HPE Synergy...

  • Page 106: Websites

    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 For additional websites, see Support and other resources. Websites...

  • Page 107: Support And Other Resources

    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/info/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 •...

  • Page 108: Customer Self Repair

    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.

  • Page 109: Regulatory Information

    Documentation Feedback (docsfeedback@hpe.com). 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.

  • Page 110: Symptom Information Checklist

    Procedure Download the Active Health System Log. For more information, see the Active Health System Log Viewer User Guide on the Hewlett Packard Enterprise (http://www.hpe.com/support/ahsv-docs). Does the compute module or component power-on? Does the compute module complete POST? If the compute module does not complete POST, what is the status and behavior of each of the...
  • Page 111 If so, were the appropriate settings in the compute module setup utility changed? How long has the compute module or component exhibited issue symptoms? If the issue occurs randomly, what is the duration or frequency? What failed based on the HPE iLO Event Log, IML, or HPE OneView? Symptom information checklist...

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Synergy 12000Synergy gen9Synergy gen10

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