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Troubleshooting Your System

Dell™ PowerEdge™ 1655MC Systems Installation and Troubleshooting Guide

  Safety First—For You and Your System

  External Connections

  Checking Specific System Problems

  Start-Up Routine

  Checking the Equipment

  Responding to a Systems Management Alert Message

  Troubleshooting a Wet System

  Troubleshooting a Damaged System

  Troubleshooting System Components

  Troubleshooting Server Module Components

If your system is not working as expected, you can use the ERA/MC interface (see the ERA/MC Controller User's Guide) to troubleshoot system components and the Dell OpenManage Server Administrator (see "Running Server Administrator Diagnostics" in "Running the System Diagnostics") to troubleshoot server module components. This section guides you through some initial tests and procedures that can solve basic system problems and provides troubleshooting procedures for components inside the system. Before you start any of the procedures in this section, perform the following steps:

Read the "Safety Instructions" in your System Information Guide.

• Read "Running the System Diagnostics" for information about running diagnostics.
  
  

Safety First—For You and Your System

The procedures in this guide may require that you remove and open a server module. While working inside the server module, do not attempt to service the server module except as explained in this guide and elsewhere in your system documentation. Always follow the instructions closely. Review all of the procedures in "Safety Instructions" in your System Information Guide.

Observe the following precautions when working with your system:

CAUTION: The power supplies in this system produces high voltages and energy hazards, which can cause bodily harm. Only trained service technicians are authorized to remove and open a server module to access any of the components inside the server module.

CAUTION: See "Protecting Against Electrostatic Discharge" in the safety instructions in your System Information Guide before performing any procedure that requires you to remove system components.

External Connections

Improperly set switches, controls, and loose or improperly connected cables are the most likely source of problems for the system, monitor, or other peripherals (such as a keyboard, mouse, or other external equipment). A quick check of all the switches, controls, and cable connections can easily solve many problems. See Figure 2-5 and Figure 2-6 for the network switch module and system management module features and connectors.

Checking Specific System Problems

1. Turn off the system, including any attached peripherals, and disconnect the system from the electrical outlet.
   
   
2. If the system is connected to a PDU, turn the PDU off and then on again.
   
   

If the PDU is not receiving power, plug it into another electrical outlet. If it still is not receiving power, try another PDU.

3. Reconnect the system to its electrical outlet or PDU and turn on the system, including any attached peripherals.
   
   
4. Is the monitor working properly?
   
   

See "Troubleshooting the Video Subsystem."

5. Is the keyboard working properly?
   
   

See "Troubleshooting the Keyboard."

6. Is the mouse working properly?
   
   

See "Troubleshooting the Mouse."

7. Are the other attached peripherals working properly?
   
   

See "Troubleshooting USB Devices."

Start-Up Routine

Looking at and listening to the system is important in determining the source of a problem. Look and listen during the system's start-up routine for the indications described in Table 5-1.

The server modules boot sequence starts with slot 1 and finishes with slot 6 (see Figure 2-1 for slot numbering). When the system is turned off and then turned on again, the server modules return to the state that they were in before the system was turned off. For example, if a server module's power indicator is solid green before the system is turned off, the power indicator is solid green after the system is turned back on. See Figure 2-2 and Table 2-1 for the location and description of the power-on indicator.

Table 5-1. Start-Up Routine Indications 

Checking the Equipment

This section provides troubleshooting procedures for equipment that connects directly to the system, such as the monitor, keyboard, or mouse. Before you perform any of the procedures, see "External Connections."

Troubleshooting the Video Subsystem

Problem

• Monitor
  
  
• Monitor interface cable
  
  
• Server module
  
  
• System management module
  
  

Action

1. Check the system and power connections to the monitor.
   
   
2. Ensure that the server modules are turned on.
   
   
3. Press <Print Screen> to display the On-Screen Configuration and Activity Reporting (OSCAR) menu.
   
   

See your System Configuration Guide for detailed information about using the OSCAR menu.

If the OSCAR menu displays, the problem is not with the system management module. Continue to step 4.

If the OSCAR menu does not display, ensure that the keyboard is connected to the system.

If the keyboard is connected and the OSCAR menu does not display, replace the system management module. See "System Management Module" in "Installing System Options" for instructions on replacing and installing the system management module.

4. From the OSCAR menu, double-click the appropriate server module.
   
   

If the selected server module's video does not display, continue to step 5.

5. Press <Print Screen> to display the OSCAR menu.
   
   
6. From the OSCAR menu, double-click on a different server module.
   
   

If the newly selected server module's video displays, the first server module is faulty. See "Getting Help."

If the server module window does not display, you may have a faulty midplane. See "Getting Help."

Troubleshooting the Keyboard

Problem

• System message indicates a problem with the keyboard
  
  
• Keyboard cable
  
  
• Server module
  
  
• System management module
  
  

Action

1. Check the keyboard connection to the system management module.
   
   

See Figure 2-2 for the keyboard connector location.

2. Ensure that the server modules are turned on.
   
   
3. Swap the keyboard with a working keyboard.
   
   

If the problem is resolved, you must replace the faulty keyboard (see "Getting Help").

If the problem persists, replace the system management module. See "System Management Module" for instructions about replacing and installing the system management module.

4. Press <Print Screen> to display the OSCAR menu.
   
   
5. Using the keyboard, navigate through the OSCAR menu.
   
   

If you can use the keyboard to navigate, the problem is not with the system management module. Go to step 7.

6. From the OSCAR menu, double-click the appropriate server module.
   
   

If you cannot use the keyboard to navigate, continue to step 7.

7. Press <Print Screen> to display the OSCAR menu.
   
   
8. From the OSCAR menu, double-click a different server module.
   
   

If you cannot use the keyboard to navigate, the first server module is faulty. See "Getting Help."

Troubleshooting the Mouse

Problem

• System message indicates a problem with the mouse
  
  
• Mouse cable
  
  
• Server module
  
  
• System management module
  
  

Action

1. Check the mouse connection to the system management module.
   
   

See Figure 2-2 for the mouse connector location.

2. Ensure that the server modules are turned on.
   
   
3. Swap the mouse with a working mouse.
   
   

If the problem is resolved, you must replace the faulty mouse (see "Getting Help").

If the problem persists, replace the system management module. See "System Management Module" for instructions about replacing and installing the system management module.

4. Press <Print Screen> to display the OSCAR menu.
   
   
5. Using the mouse, navigate through the OSCAR menu.
   
   

If you can use the mouse to navigate, the problem is not with the system management module. Go to step 6.

6. From the OSCAR menu, double-click the appropriate server module.
   
   

If you cannot use the mouse to navigate, continue to step 7.

7. Press <Print Screen> to display the OSCAR menu.
   
   
8. From the OSCAR menu, double-click a different server module.
   
   

If you cannot use the mouse to navigate, the first server module is faulty. See "Getting Help."

Troubleshooting USB Devices

NOTE: The USB port can only be used with the USB diskette drive or USB CD drive supplied by Dell. The USB port will not operate properly with any other USB device.

Problem

• System message indicates a problem with a USB device
  
  
• Faulty media
  
  
• Device connected to a USB port is not operating properly
  
  
• USB device interface cable
  
  

Action

1. Check the USB connection to the server module.
   
   

See "Using the USB Diskette or USB CD Drives" for information about attaching and using the USB diskette and USB CD drives.

2. Restart the server module.
   
   
   1. Press the power button once to turn off the server module.
      
      

When the server module is off, the power-on indicator blinks green.

2. Press the power button again to turn on the server module.
   
   

When the server module is on, the power-on indicator is solid green. If the problem still exists, continue to step 3.

3. Swap the device's media with known working media.
   
   

If the problem still exists, continue to step 4.

4. Disconnect the USB device, and connect it to another server module.
   
   
5. Using the OSCAR menu, select the newly connected server module.
   
   
6. Repeat step 2.
   
   

If the problem is resolved, the first server module might be defective (see "Getting Help").

If the problem persists, the USB device might be defective (see "Getting Help").

Responding to a Systems Management Alert Message

The optional systems management applications monitor critical system voltages and temperatures, and the cooling fans in the system. Alert messages appear in the alert log window. For information about the alert log window and options, see your systems management software documentation.

Troubleshooting a Wet System

Problem

• Liquid spills
  
  
• Splashes
  
  
• Excessive humidity
  
  

Action

CAUTION: Before you perform this procedure, see "Safety First—For You and Your System."

CAUTION: See "Protecting Against Electrostatic Discharge" in the safety instructions in your System Information Guide.

1. Turn off the power supplies, and disconnect them from the electrical outlet.
   
   
2. Remove all the server modules (see "Removing a Server Module" in "Installing System Options").
   
   
3. Remove the system management module (see "Removing a System Management Module" in "Installing System Options").
   
   
4. Remove all network switch modules installed in the system (see "Removing a Network Switch Module" in "Installing System Options").
   
   
5. Remove all the fans (see "Removing a Fan" in "Installing System Options").
   
   
6. Remove all the power supplies (see "Removing a Power Supply" in "Installing System Options").
   
   
7. Let the system dry thoroughly for at least 24 hours.
   
   
8. Install all the power supplies (see "Installing a Power Supply" in "Installing System Options").
   
   
9. Install all the fans (see "Installing the Fans" in "Installing System Options").
   
   
10. Install all the network switch modules in the system (see "Installing a Network Switch Module" in "Installing System Options").
    
    
11. Install the system management module (see "Installing a System Management Module" in "Installing System Options").
    
    
12. Install all the server modules (see "Installing a Server Module" in "Installing System Options").
    
    
13. Reconnect the power supplies to their electrical outlet and turn them on.
    
    

If the system does not start up properly, see "Getting Help."

14. Run the Server Administrator diagnostics to confirm that the system is working properly (see "Running the System Diagnostics").
    
    

If the tests fail, see "Getting Help."

Troubleshooting a Damaged System

Problem

• System was dropped or damaged
  
  

Action

1. Ensure that the following components are properly installed and connected:
   
   
   • System management module
     
     
   • Network switch modules
     
     
   • Power cables
     
     
   • Cooling fans
     
     
   • Server modules
     
     
2. Ensure that all cables are properly connected.
   
   
3. Ensure that all components are properly installed and free from damage.
   
   
4. Run the online diagnostics (see "Running the System Diagnostics").
   
   

If the tests fail, see "Getting Help."

Troubleshooting System Components

The following procedures describe how to troubleshoot the following components:

• Power supplies
  
  
• System fans
  
  
• System management module
  
  
• Network switch module
  
  

Troubleshooting Power Supplies

Action

1. Locate the faulty power supply.
   
   

The power supply's fault indicator is lit (see Figure 2-4).

NOTICE: The power supplies are hot-pluggable. The system requires one power supply to be installed for the system to operate. The system is in the redundant mode when two power supplies are installed. Remove and replace only one power supply at a time in a system that is turned on. Operating the system with only one power supply installed for extended periods of time can cause the system to overheat.

2. Ensure that a power cable is connected to the power supply, and that the green AC line status indicator on the supply is lit (see Figure 2-4).
   
   
3. If AC power is available to the system, remove the faulty power supply (see "Removing a Power Supply" in "Installing System Options").
   
   
4. Install a new power supply (see "Installing a Power Supply" in "Installing System Options").
   
   

NOTE: After installing a new power supply, allow several seconds for the system to recognize the power supply and determine whether it is working properly. The power supply status indicator turns green if the power supply is functioning properly (see Figure 2-4).

5. If the problem is not resolved, see "Getting Help" for information about obtaining technical assistance.
   
   

Troubleshooting System Fans

Problem

• A fan is not operating properly
  
  
• System message indicates a problem with cooling
  
  
• Systems management software issues a fan-related error message
  
  

Action

CAUTION: Before you perform this procedure, see "Safety First—For You and Your System."

CAUTION: See "Protecting Against Electrostatic Discharge" in the safety instructions in your System Information Guide.

1. Locate the faulty fan.
   
   

NOTE: Each individual fan has a status indicator. If the fan is operating normally, the indicator is green. If the fan is malfunctioning, the indicator is amber.

2. Remove the faulty fan (see "Removing a Fan" in "Installing System Options").
   
   

NOTICE: The fans are hot-pluggable. Remove and replace only one fan at a time in a system that is turned on. Operating the system with a fan removed for extended periods of time can cause the system to overheat.

3. Reseat the fan (see "Installing the Fans" in "Installing System Options").
   
   
4. If the problem is not resolved, install a new fan.
   
   
5. If the new fan does not operate, the fan connector might be faulty (see "Getting Help").
   
   

Troubleshooting the System Management Module

Problem

• System management module is not operating properly
  
  
• System message indicates a problem with the system management module
  
  
• System management module cable connections
  
  

Action

CAUTION: Before you perform this procedure, see "Safety First—For You and Your System."

CAUTION: See "Protecting Against Electrostatic Discharge" in the safety instructions in your System Information Guide.

NOTICE: See the documentation for your system management module when troubleshooting.

1. Press <Print Screen> to display the OSCAR menu.
   
   

If the OSCAR menu does not display, continue to step 2.

If the OSCAR menu does display, go to step 5.

2. Ensure that the system management module is properly seated in system (see "Installing a System Management Module" in "Installing System Options").
   
   
3. Ensure that any appropriate cables are properly connected to their corresponding connectors on the system management module.
   
   
4. Press <Print Screen> to display the OSCAR menu.
   
   

If the OSCAR menu does not display, replace the system management module (see "System Management Module" in "Installing System Options").

5. From the OSCAR menu, double-click a server module.
   
   

If you cannot access the server module, replace the system management module (see "System Management Module" in "Installing System Options").

Troubleshooting a Network Switch Module

Problem

• System cannot communicate with the network
  
  
• Incorrect Ethernet cables
  
  
• Ethernet cables are too long
  
  
• Network switch module and hub configuration settings
  
  

Action

1. Check the appropriate indicator on the network switch module 10/100/1000 Base-T uplink ports (see Figure 2-5).
   
   
   • If the link indicator does not light, check all cable connections.
     
     
   • Try another connector on the switch or hub.
     
     
   • If the activity indicator does not light, replace the network switch module (see "Network Switch Module").
     
     
2. If the link indicator on the network switch module is on, check the network switch module link indicator on the server module.
   
   

If the network switch module indicator on the server module is lit, then a good link exists to the network switch module.

3. Ensure that the appropriate drivers are installed and the protocols are bound.
   
   
4. Enter the System Setup program and confirm that the NIC is enabled (see "Using the System Setup Program" in your User's Guide).
   
   
5. Ensure that all network cables are of the proper type and do not exceed the maximum length.
   
   

For more information, see "Network Cable Requirements" in your User's Guide.

Troubleshooting Server Module Components

The following procedures describe how to troubleshoot the following components:

• Memory
  
  
• Hard drives
  
  
• Microprocessors
  
  
• Server module board
  
  
• Battery
  
  

Inside the Server Module

Figure 5-1 shows an interior view of the server module.

Figure 5-1. Inside the Server Module

Each server module contains a server module board side and a hard drive side. The server module board side contains up to two microprocessors, two memory modules, interface connectors for the hard drives, and Gigabit NICs. The hard drive side contains up to two SCSI hard drives that connect to a controller on the server module board. Several hardware options, such as the microprocessors and memory, are installed directly on the server module board. If two hard drives are installed, you have the option of enabling integrated mirroring (see "Integrated Mirroring of SCSI Hard Drives"). This feature enables you to have RAID 1 capabilities. Also, each server module has a USB connector that supports a 3.5-inch USB diskette drive and USB CD drive.

If only one microprocessor is installed, a terminator card must be installed in the CPU 2 socket. System memory is contained in two memory module sockets.

During an installation or troubleshooting procedure, you may be required to change a jumper setting. For more information, see "Jumpers, Switches, and Connectors."

Troubleshooting Server Module Memory

Problem

• Faulty memory module
  
  
• Faulty server module board
  
  

Action

CAUTION: Before you perform this procedure, see "Safety First—For You and Your System."

CAUTION: See "Protecting Against Electrostatic Discharge" in the safety instructions in your System Information Guide.

1. Restart the server module.
   
   
   1. Press the power button once to turn off the server module.
      
      

When the server module is off, the power-on indicator blinks green.

2. Press the power button again to apply power to the server module.
   
   

When the server module is on, the power-on indicator is green.

If no error messages appear, go to step 8.

2. Enter the System Setup program and check the system memory setting (see "Using the System Setup Program" in your User's Guide).
   
   

If the amount of memory installed matches the system memory setting, go to step 8.

3. Remove the server module (see "Removing a Server Module" in "Installing System Options").
   
   
4. Open the server module (see "Opening the Server Module" in "Installing System Options").
   
   
5. Reseat the memory modules in their sockets (see "Installing Memory Modules" in "Installing System Options").
   
   
6. Close the server module (see "Closing the Server Module" in "Installing System Options").
   
   
7. Install the server module (see "Installing a Server Module" in "Installing System Options").
   
   
8. Run the system memory test in the system diagnostics (see "Running the System Diagnostics").
   
   

If the test fails, see "Getting Help."

Troubleshooting Hard Drives

Problem

• Device driver error
  
  
• Hard drive cables
  
  
• Device drivers
  
  

Action

CAUTION: Before you perform this procedure, see "Safety First—For You and Your System."

CAUTION: See "Protecting Against Electrostatic Discharge" in the safety instructions in your System Information Guide.

NOTICE: This troubleshooting procedure can destroy data stored on the hard drive. Before you proceed, back up all the files on the hard drive.

1. Run the SCSI controllers test and the hard drive tests in system diagnostics (see "Running the System Diagnostics").
   
   

If the tests fail, continue to step 2.

2. Restart your server module and enter the System Setup program (see "Using the System Setup Program" in your User's Guide).
   
   
3. Ensure that the SCSI channel is enabled, and restart the server module.
   
   
4. Ensure that any required device drivers are installed and are configured correctly.
   
   

For information about installing device drivers, see the "Using the Dell OpenManage Server Assistant CD" in your User's Guide.

5. Turn off the server module, and disconnect any attached peripherals.
   
   
6. Remove the server module (see "Removing a Server Module" in "Installing System Options").
   
   
7. Open the server module (see "Opening the Server Module" in "Installing System Options").
   
   
8. Remove the hard drive (see "Removing Hard Drives" in "Installing System Options").
   
   
9. Ensure that the hard drive is configured with a unique SCSI ID number and that the drive is not terminated.
   
   

See the documentation for the hard drive for instructions about configuring the SCSI ID and disabling termination.

10. If the hard drive is the boot drive, ensure that the drive is configured and connected properly (see "Configuring the Boot Drive" in "Installing System Options").
    
    
11. Ensure that the hard-drive interface cable is properly connected between the drive and the server module board.
    
    
12. Ensure that the power cable is properly connected to the drive and the server module board.
    
    
13. Install the hard drive (see "Installing a Hard Drive" in "Installing System Options").
    
    
14. Close the server module (see "Closing the Server Module" in "Installing System Options").
    
    
15. Install the server module (see "Installing a Server Module" in "Installing System Options").
    
    
16. Reconnect any attached peripherals and turn them on.
    
    

If the problem persists, continue to step 17.

17. Partition and logically format the hard drive (see the operating system documentation).
    
    
18. If possible, restore the files to the drive.
    
    

If the problem persists, see "Getting Help."

Troubleshooting Microprocessors

Problem

• System message indicates a problem with the microprocessor or terminator card
  
  
• Heat sink is not installed for the microprocessor
  
  

Action

CAUTION: Before you perform this procedure, see "Safety First—For You and Your System."

CAUTION: See "Protecting Against Electrostatic Discharge" in the safety instructions in your System Information Guide.

1. Remove the server module (see "Removing a Server Module" in "Installing System Options").
   
   
2. Open the server module (see "Opening the Server Module" in "Installing System Options").
   
   
3. Ensure that the microprocessor and heat sink are properly installed (see "Removing and Installing a Microprocessor" in "Installing System Options").
   
   

If your system only has one microprocessor installed, ensure that a terminator is installed in the CPU 2 socket.

4. Close the server module (see "Closing the Server Module" in "Installing System Options").
   
   
5. Install the server module (see "Installing a Server Module" in "Installing System Options").
   
   
6. Run Quick Tests in the system diagnostics (see "Running the System Diagnostics").
   
   

If the tests fail or the problem persists, see "Getting Help."

Troubleshooting the Server Module Board

Problem

• System message indicates a problem with the server module board
  
  

Action

CAUTION: Before you perform this procedure, see "Safety First—For You and Your System."

CAUTION: See "Protecting Against Electrostatic Discharge" in the safety instructions in your System Information Guide.

1. Press the power button once to turn off the server module.
   
   

When the server module is off, the power-on indicator blinks green.

2. Remove and reinstall the server module (see "Server Modules" in "Installing System Options").
   
   
3. Press the power button to turn on the server module.
   
   
4. Run the system board test in the system diagnostics (see "Running the System Diagnostics").
   
   

If the tests fail, see "Getting Help."

Troubleshooting the Server Module Battery

Problem

• System message indicates a problem with the battery
  
  
• System Setup program loses system configuration information
  
  
• System date and time do not stay current
  
  

Each server module contains a battery which maintains the server module configuration, date, and time information in NVRAM when you turn off the server module. You may need to replace the battery if an incorrect time or date is displayed during the boot routine.

You can operate the server module without a battery; however, the server module configuration information maintained by the battery in NVRAM is erased each time you remove power from the server module. Therefore, you must re-enter the system configuration information and reset the options each time the server module boots until you replace the battery.

Action

1. Re-enter the time and date through the System Setup program (see "Using the System Setup Program" in your User's Guide).
   
   
2. Remove the server module for at least one hour (see "Removing a Server Module" in "Installing System Options").
   
   
3. Install the server module (see "Installing a Server Module" in "Installing System Options").
   
   
4. Enter the System Setup program.
   
   

If the date and time are not correct in the System Setup program, replace the battery (see "Server Module Battery" in "Installing System Options").

If the problem is not resolved by replacing the battery, see "Getting Help."

NOTICE: If the server module is turned off for long periods of time (for weeks or months), the NVRAM may lose its system configuration information. This situation is caused by a defective battery.

NOTE: Some software may cause the server module's time to speed up or slow down. If the server module seems to operate normally except for the time kept in the System Setup program, the problem may be caused by software rather than by a defective battery.

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