About this guide
Document overview
Troubleshooting overview
HPE Synergy terminology
Product names
Product descriptions
HPE Synergy hardware
Composable infrastructure
Embedded management
Troubleshooting preparation
Prerequisites for troubleshooting
Important safety information
Symbols on equipment
Warnings and cautions
Electrostatic discharge
Gather important information before you begin
Collecting symptom information
Preparing HPE Synergy for diagnosis
Using HPE OneView to troubleshoot the appliance
Troubleshooting tools in HPE OneView
Updating the firmware
Common troubleshooting procedures
Consoles used with HPE Synergy
Accessing the HPE OneView Maintenance Console from the frame link module
Connecting to the HPE OneView maintenance console using SSH
Access the appliance maintenance console from a frame link module
Creating a support dump file
Connect to the HPE Synergy Console
Connecting to the HPE Synergy Console using a keyboard, video monitor, and mouse
Connecting to the HPE Synergy Console using a laptop computer
Connecting to HPE OneView using the HPE Synergy Console
Run hardware setup
Frame link module factory reset
Performing a frame link module factory reset
Rebooting a frame link module
Processor troubleshooting guidelines
Breaking the compute module down to the minimum hardware configuration
Common issue resolution
Resolving loose connections
Searching for service notifications
Component LED definitions and component information
Intel Xeon Scalable Processors supported on HPE Synergy Gen10 compute modules
DIMM handling guidelines
DIMM, NVDIMM, and HPE Persistent Memory module population information
DIMM-processor compatibility
NVDIMM-processor compatibility
HPE Persistent Memory module-processor compatibility
Hardware issues
Procedures for troubleshooting HPE Synergy components
Issues during installation
Frame and frame link modules
The frame link module is unresponsive and pressing the reset button does not reset the frame link module
Errors displayed when an HPE Synergy Frame Link Module and an HPE Synergy 4-Port Frame Link Module are installed in the same frame
Errors occur after inserting a transceiver or DAC cable into an Appliance port (reserved for future use) on an HPE Synergy 4-Port Frame Link Module
Frame power and cooling
A device is not allowed to power on due to insufficient cooling in the frame
A device is not allowed to power on due to insufficient power in the frame
The power supply label states multiple maximum output for the HPE Synergy 2900-3400W Titanium Power Supply
Fans running at a higher than expected speed
Excessive fan noise (high speeds)
Excessive fan noise (low speeds)
Appliance module
The appliance module firmware is not compatible with the current HPE Synergy software release
The appliance module cannot be discovered by the frame link module
The appliance module is not compatible with the version of frame link module firmware currently installed
Compute module
Firmware update and compatibility requirements
System does not boot from the microSD card
System battery is low or lost power
TPM fails or is not detected
Procedure prerequisites with a Trusted Platform Module installed and BitLocker enabled
Compute module memory
Compute module is out of memory
Memory count error exists
Compute module fails to recognize existing memory
Compute module fails to recognize new memory
NVDIMM issues
HPE Persistent Memory issues
Compute module processor
Processor troubleshooting prerequisites
Troubleshooting the processor
Uncorrectable machine check exception
Compute module mezzanine card options
System requests recovery method during mezzanine card replacement
Compute module controllers and energy packs
Network controller is installed but not working
Network controller has stopped working
General controller issues
Controllers are no longer redundant
HPE Dynamic Smart Array B140i drives are not found when RAID mode is disabled
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
Data 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 compute module or JBOD
Energy pack issues
HPE Synergy 480 Multi-MXM Expansion Module
Half of the expected GPUs in the Multi-MXM expansion module are not found or available in the OS
Compute module does not power on with the Multi-MXM expansion module installed
GPUs report 0° C or no result on the iLO Temperature page
iLO Device Inventory shows that the MXM slot is empty when the MXM slot is populated
MXM card is not running at PCIe x16 link width
Compute module with the Multi-MXM expansion module installation issues
Product Name and Status fields in HPE iLO are not specific to the accelerator or graphics option installed
HPE Synergy 480 PCIe Expansion module
PCIe cards in the PCIe expansion module are not found or available in the OS
Compute module does not power on with the PCIe expansion module attached
Compute module with the PCIe expansion module installed does not fully seat in the compute module bay in the frame
The PCIe card is not running at the correct PCIe link width
Power cable error shown in Remote Console during boot
HPE Synergy D3940 Storage Module
Drawer power LED is not illuminating green
Drawer status LED is flashing amber
Drive status LED solid amber
Health status LED flashing red
Health status LED flashing amber
Drive failure
Missing RAID controller
No drives are discovered by the compute module
Storage module E-Fuse error
HPE Synergy 12Gb SAS Connection Module
Health LED is flashing amber
The controller locks up during POST
Unable to access storage
Storage options
Drive issues (hard drives and solid state drives)
USB drive key issues
Component and LED identification
Frame front components and device bays
Front panel components
Appliance module LEDs and components
Compute module LEDs and buttons
Storage module LEDs
HPE Synergy 12Gb SAS Connection Module front panel LEDs
Storage option LEDs, components, and guidelines
Frame rear component and bay numbering
HPE Synergy 4-Port Frame Link Module components and LEDs
HPE Synergy Frame Link Module components and LEDs
Power supply LED
Fan LED
Information pull tabs
Reports and logs
Overview
Active Health System log
Intelligent Provisioning diagnostic tools
Active Health System Log download methods
Integrated Management Log
Viewing the IML
HPE InfoSight for servers
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
HPE Synergy documentation resources
HPE Synergy firmware update resources
HPE Synergy document overview (documentation map)
Online resources
Hewlett Packard Enterprise Support Center website
Hewlett Packard Enterprise Information Library
Mobile-ready content
Mobile QR code locations
HPE Synergy documentation
User guide
Maintenance and service guide
HPE iLO software documentation
HPE Active Health System Viewer documentation
UEFI System Utilities documentation
Intelligent Provisioning software documentation
White papers
Service notifications, advisories, and notices
Subscription services
HPE Pointnext Portfolio
Product information resources
Additional product information
Registering the product
Overview of product features and installation instructions
Key features, option part numbers
HPE Synergy component and option specifications, symbols, installation warnings, and notices
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
Device driver information
DDR4 memory configuration
Operating System Version Support
Operating system installation and configuration information (for factory-installed operating systems)
Configuration information
Installation and configuration information for the setup software
Software installation and configuration of HPE Synergy
HPE iLO information
Fault tolerance, security, care and maintenance, configuration and setup
Websites
Support and other resources
Accessing Hewlett Packard Enterprise Support
Accessing updates
Customer self repair
Remote support
Warranty information
Regulatory information
Documentation feedback
Symptom information checklist
Version