Using this guide
Getting started
Supported servers
Additional troubleshooting resources
Troubleshooting preparation
Prerequisites for server troubleshooting
Important safety information
Symbols on equipment
Warnings and cautions
Electrostatic discharge
Collecting symptom information
Preparing the server for diagnosis
Processor troubleshooting guidelines
Breaking down the server to the minimum hardware configuration
Common issue resolution
Resolving loose connections
Searching for service notifications
Firmware updates
Server updates with an HPE Trusted Platform Module and BitLocker enabled
DIMM handling guidelines
DIMM and NVDIMM population information
Intel Xeon Scalable Processors supported on HPE ProLiant Gen10 servers
DIMM-processor compatibility
NVDIMM-processor compatibility
Component LED definitions
Storage
System power LED definitions
Health status LED bar definitions (c-Class server blades only)
Front panel LED and buttons
Front panel LED power fault codes
Controller and energy pack cables
Remote troubleshooting
Remote troubleshooting tools
Remote access to the Virtual Connect Manager
Using iLO for remote troubleshooting of servers and server blades
Using Onboard Administrator for remote troubleshooting of server blades
Using the OA CLI
Diagnostic flowcharts
Diagnostic steps
Gather important information before you begin
Troubleshooting flowcharts
Using the Diagnostic flowcharts
Initial diagnosis
Remote diagnosis flowchart
Power-on issues flowchart
POST issues flowchart
OS boot issues flowchart
Intelligent Provisioning issues flowchart
Controller issues flowchart
Energy pack issues for HPE Smart Array controllers
Physical drive issues flowchart
Logical drive issues flowchart
Fault indications flowchart
NIC issues flowchart
General diagnosis flowchart
Hardware issues
Procedures for all ProLiant servers
Power issues
Server does not power on
Power source issues
Power supply issues
UPS issues
General hardware issues
New hardware issues
Unknown issue
Third-party device issues
Drive issues (hard drives and solid state drives)
Drives are failed
Drives are not recognized
Data is inaccessible
Server response time is slower than usual
HPE SmartDrive icons or LEDs illuminate errors for the wrong drive or an error message is displayed in POST, HPE SSA, or HPE SSADUCLI
SSD Smart Wear error
Diagnosing array problems
Storage controller issues
General controller issues
Controllers are no longer redundant
Data located on drives accessed in RAID mode is not compatible with data accessed from non-RAID mode
The Smart Array controller does not show logical drives after moving drives to a new server or JBOD
Data failure or disk errors on a server with a 10 SFF drive backplane or a 12 LFF drive backplane
HPE Smart Array S100i SR Gen10 drives are not found when RAID mode is disabled
HPE Smart Array S100i SR Gen10 drives are not recognized
Fan and thermal issues
General fan issues
Fans running at a higher than expected speed
Excessive fan noise (high speeds)
Excessive fan noise (low speeds)
Hot-plug fan issues
HPE BladeSystem c-Class enclosure fans are operating at a high speed
Memory issues
General memory issues
Server is out of memory
DIMM configuration errors
Server fails to recognize existing memory
Server fails to recognize new memory
Uncorrectable memory error
Correctable memory error threshold exceeded
HPE Persistent Memory issues
HPE Persistent Memory module percentage remaining alerts
HPE Persistent Memory Module configuration errors
HPE Persistent Memory Module goal configuration errors
HPE Persistent Memory module memory health errors
NVDIMM issues
NVDIMM population errors
NVDIMMs are disabled
The persistent memory drive does not appear in the OS
The persistent memory drive is read only
The persistent memory drives lose persistency
HPE Scalable Persistent Memory issues
The persistent memory drive does not appear in the OS
The persistent memory drive is read only
The persistent memory drives lose persistency
HPE Scalable Persistent Memory backup and restore failure
Unable to configure Scalable Persistent Memory
Processor issues
Troubleshooting the processor
Uncorrectable machine check exception
Trusted Platform Module issues
TPM fails or is not detected
System battery is low or lost power
System board and power backplane issues
microSD card issues
The system does not boot from the microSD card
USB drive key issues
System does not boot from the USB drive key
Graphics and video adapter issues
Troubleshooting general graphics and video adapter issues
Video issues
The screen is blank for more than 60 seconds after you power up the server
Monitor does not function properly with energy saver features
Video colors are wrong
Slow-moving horizontal lines are displayed
Mouse and keyboard issues
Expansion board issues
System requests recovery method during expansion board replacement
Network controller or FlexibleLOM issues
Network controller or FlexibleLOM is installed but not working
Network controller or FlexibleLOM has stopped working
Network controller or FlexibleLOM stopped working when an expansion board was added
Network interconnect blade issues
Network performance or virtual machine performance issues with HPE ProLiant Gen10 servers with AMD processors
Energy pack issues
Energy pack support in Gen10 servers
The energy pack might lose charge when shelved for long periods of time
Energy pack configuration error
Energy pack failure
Cable issues
Drive errors, retries, timeouts, and unwarranted drive failures occur when using an older Mini SAS cable
USB device not recognized, an error message is displayed, or the device does not power on when connected to an SUV cable
Software issues
Operating system issues and resolutions
Operating system issues
Updating the operating system
Reconfiguring or reloading software
Linux resources
Application software issues
Software locks up
Errors occur after a software setting is changed
Errors occur after the system software is changed
Errors occur after an application is installed
ROM issues
Remote ROM flash issues
Boot issues
Software and configuration utilities
Server mode
Product QuickSpecs
Active Health System Viewer
Active Health System
HPE iLO 5
iLO Federation
iLO Service Port
iLO RESTful API
RESTful Interface Tool
iLO Amplifier Pack
Integrated Management Log
Intelligent Provisioning
Intelligent Provisioning operation
Management security
Scripting Toolkit for Windows and Linux
UEFI System Utilities
Selecting the boot mode
Secure Boot
Launching the Embedded UEFI Shell
HPE Smart Storage Administrator
HPE InfoSight for servers
USB support
External USB functionality
Redundant ROM support
Safety and security benefits
Keeping the system current
Updating firmware or system ROM
Drivers
Software and firmware
Operating system version support
HPE Pointnext Portfolio
Proactive notifications
Reports and logs
Reports and Logs overview
Active Health System Log
Active Health System Log download methods
Intelligent Provisioning diagnostic tools
Integrated Management Log
Viewing the IML
Performing a Diagnostics task using HPE SSA
HPE Smart Storage Administrator Diagnostics Utility CLI
Installing the utility
Launching the utility in CLI mode
Diagnostic report procedures
SmartSSD Wear Gauge report procedures
HPS report
Linux reports
Opening a support case
Resources for troubleshooting
Online resources
Hewlett Packard Enterprise Support Center website
Hewlett Packard Enterprise Information Library
Troubleshooting resources for previous HPE ProLiant server models
Server blade enclosure troubleshooting resources
Troubleshooting resources
Server documentation
HPE iLO 5 software documentation
UEFI System Utilities documentation
Intelligent Provisioning software documentation
Product QuickSpecs
White papers
Service notifications, advisories, and notices
Subscription services
HPE Pointnext Portfolio
Product information resources
Additional product information
HPE SmartMemory speed information
Registering the server
Overview of server features and installation instructions
Key features, option part numbers
Server and option specifications, symbols, installation warnings, and notices
HPE Smart Array controller documentation
Spare part numbers
Teardown procedures, part numbers, specifications
Teardown or removal and replacement procedure videos
Technical topics
Product installation resources
External cabling information
Power capacity
Switch settings, LED functions, drive, memory, expansion board and processor installation instructions, and board layouts
Product configuration resources
Data Center Infrastructure Advisor
Device driver information
DDR4 memory configuration
Operating system installation and configuration information (for factory-installed operating systems)
Server configuration information
Installation and configuration information for the server setup software
Software installation and configuration of the server
HPE iLO 5 information
Management of the server
Installation and configuration information for the server management system
Fault tolerance, security, care and maintenance, configuration and setup
Websites
Support and other resources
Accessing Hewlett Packard Enterprise Support
Accessing updates
Remote support
Warranty information
Regulatory information
Documentation feedback
Symptom information checklist
Version