Prerequisites for server troubleshooting

WARNING:

To avoid potential issues, ALWAYS read the warnings and cautionary information in the product documentation before removing, replacing, reseating, or modifying system components.

IMPORTANT:

This document provides information for multiple server products. Some information might not apply to the server you are troubleshooting. For information on procedures, hardware options, software tools, and operating systems supported by the server, see the server documentation.

Procedure
  1. Review the Important safety information for your server.
  2. Before you change the server, gather and record symptom information. If the server powers on or if auxiliary power is available, download the Active Health System Log and obtain the OS logs.

    The OS logs are available only when the system has power.

    For more information, see the iLO User Guide on the Hewlett Packard Enterprise website (http://www.hpe.com/support/ilo-docs).

    To obtain OS logs, see the OS documentation.

    If you choose to not download the Active Health System Log, you must gather all symptom information, including the following:
    • IML messages

    • POST error messages

    • OS logs

    • Physical symptoms (LED behavior, physical state, and so on)

    For more information about gathering symptom information, see the Symptom information checklist.

  3. If it is necessary to contact Hewlett Packard Enterprise, submit a support case through Hewlett Packard Enterprise Support Center (https://www.hpe.com/support/hpesc).
  4. Prepare the server for diagnosis.
  5. To begin the diagnostic process, see Initial diagnosis.