User manual | 48p9759

xSeries 440
Type 8687
Troubleshooting Guide
xSeries 440
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Troubleshooting Guide
SC48-P975-90
Note: Before using this information and the product it supports, be sure to read the general information in “Notices” on page 55.
First Edition (April 2002)
© Copyright International Business Machines Corporation 2002. All rights reserved.
US Government Users Restricted Rights – Use, duplication or disclosure restricted by GSA ADP Schedule Contract
with IBM Corp.
Contents
Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . viii
Chapter 1. Introduction . . . . . . . . . . .
Server controls and indicators . . . . . . . . .
Front view . . . . . . . . . . . . . . .
Rear view . . . . . . . . . . . . . . .
Server power features. . . . . . . . . . . .
Turning on the server . . . . . . . . . . .
Turning off the server . . . . . . . . . . .
Standby mode . . . . . . . . . . . . .
Major components of the xSeries 440 . . . . . .
Center plane connectors and LEDs . . . . . .
SMP Expansion Module connectors and lights .
PCI-X planar internal connectors and LEDs . .
I/O board internal connectors. . . . . . . .
Remote Supervisor Adapter component locations
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. 1
. 2
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. 4
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. 6
. 7
. 8
. 9
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. 12
. 13
. 13
Chapter 2. Solving Problems . . . . . . . . . . . .
Diagnostic tools overview . . . . . . . . . . . . . .
POST . . . . . . . . . . . . . . . . . . . . .
POST beep code descriptions . . . . . . . . . . .
POST beep codes . . . . . . . . . . . . . . .
POST error messages . . . . . . . . . . . . . .
Error logs . . . . . . . . . . . . . . . . . . .
Identifying problems using the Light Path Diagnostics feature .
Light Path Diagnostics panel . . . . . . . . . . . .
Light Path Diagnostics table . . . . . . . . . . . .
ServerGuide problems . . . . . . . . . . . . . . .
Small computer system interface (SCSI) messages . . . .
Diagnostic programs and error messages . . . . . . . .
Text messages . . . . . . . . . . . . . . . . .
Starting the diagnostic programs . . . . . . . . . .
Diagnostic error message tables . . . . . . . . . .
Recovering BIOS code . . . . . . . . . . . . . . .
Troubleshooting charts . . . . . . . . . . . . . . .
Troubleshooting an Ethernet controller . . . . . . . .
Getting information, help, and service . . . . . . . . .
Getting information . . . . . . . . . . . . . . .
Getting help and service . . . . . . . . . . . . .
International Warranty Service . . . . . . . . . . .
Purchasing additional services . . . . . . . . . . .
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15
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34
43
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48
51
51
51
53
54
Appendix. Notices
Edition notice . .
Trademarks . . .
Important notes. .
Power cords . . .
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55
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Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
© Copyright IBM Corp. 2002
iii
iv
xSeries 440: Troubleshooting Guide
Safety
Before installing this product, read the Safety Information.
Antes de instalar este produto, leia as Informações de Segurança.
Pred instalací tohoto produktu si prectete prírucku bezpecnostních instrukcí.
Læs sikkerhedsforskrifterne, før du installerer dette produkt.
Lees voordat u dit product installeert eerst de veiligheidsvoorschriften.
Ennen kuin asennat tämän tuotteen, lue turvaohjeet kohdasta Safety Information.
Avant d’installer ce produit, lisez les consignes de sécurité.
Vor der Installation dieses Produkts die Sicherheitshinweise lesen.
Prima di installare questo prodotto, leggere le Informazioni sulla Sicurezza
Les sikkerhetsinformasjonen (Safety Information) før du installerer dette produktet.
Antes de instalar este produto, leia as Informações sobre Segurança.
© Copyright IBM Corp. 2002
v
Antes de instalar este producto lea la información de seguridad.
Läs säkerhetsinformationen innan du installerar den här produkten.
Statement 1:
DANGER
Electrical current from power, telephone, and communication cables is
hazardous. To avoid a shock hazard:
v Do not connect or disconnect any cables or perform installation,
maintenance, or reconfiguration of this product during an electrical
storm.
v Connect all power cords to a properly wired and grounded electrical
outlet.
v Connect to properly wired outlets any equipment that will be attached to
this product.
v When possible, use one hand only to connect or disconnect signal
cables.
v Never turn on any equipment when there is evidence of fire, water, or
structural damage.
v Disconnect the attached power cords, telecommunications systems,
networks, and modems before you open the device covers, unless
instructed otherwise in the installation and configuration procedures.
v Connect and disconnect cables as described in the following table when
installing, moving, or opening covers on this product or attached
devices.
To connect:
To disconnect:
1. Turn everything OFF.
1. Turn everything OFF.
2. First, attach all cables to devices.
2. First, remove power cords from outlet.
3. Attach signal cables to connectors.
3. Remove signal cables from connectors.
4. Attach power cords to outlet.
4. Remove all cables from devices.
5. Turn device ON.
vi
xSeries 440: Troubleshooting Guide
Statement 2:
CAUTION:
When replacing the lithium battery, use only IBM Part Number 33F8354 or an
equivalent type battery recommended by the manufacturer. If your system has
a module containing a lithium battery, replace it only with the same module
type made by the same manufacturer. The battery contains lithium and can
explode if not properly used, handled, or disposed of.
Do not:
v Throw or immerse into water.
v Heat to more than 100° C (212° F)
v Repair or disassemble
Dispose of the battery as required by local ordinances or regulations.
Statement 3:
CAUTION:
When laser products (such as CD-ROMs, DVD drives, fiber optic devices, or
transmitters) are installed, note the following:
v Do not remove the covers. Removing the covers of the laser product could
result in exposure to hazardous laser radiation. There are no serviceable
parts inside the device.
v Use of controls or adjustments or performance of procedures other than
those specified herein might result in hazardous radiation exposure.
Class 1 Laser Product
Laser Klasse 1
Laser Klass 1
Luokan 1 Laserlaite
Appareil A` Laser de Classe 1
DANGER
Some laser products contain an embedded Class 3A or Class 3B laser
diode. Note the following.
Laser radiation when open. Do not stare into the beam, do not view directly
with optical instruments, and avoid direct exposure to the beam.
Safety
vii
Statement 4:
≥18 kg (39.7 lbs)
≥32 kg (70.5 lbs)
≥55 kg (121.2 lbs)
CAUTION:
Use safe practices when lifting.
Statement 5:
CAUTION:
The power control button on the device and the power switch on the power
supply do not turn off the electrical current supplied to the device. The device
also might have more than one power cord. To remove all electrical current
from the device, ensure that all power cords are disconnected from the power
source.
2
1
viii
xSeries 440: Troubleshooting Guide
Statement 8:
CAUTION:
Never remove the cover on a power supply or any part that has the following
label attached.
Hazardous voltage, current, and energy levels are present inside any
component that has this label attached. There are no serviceable parts inside
these components. If you suspect a problem with one of these parts, contact
a service technician.
Safety
ix
x
xSeries 440: Troubleshooting Guide
Chapter 1. Introduction
Problems can be caused by hardware, software, or some other error. This
Troubleshooting Guide provides the information needed to help you solve the
problem yourself, or provide helpful information to a service technician.
In addition to this Troubleshooting Guide, the following xSeries 440 documentation
is provided with your server:
v Installation Guide
This printed publication contains setup and installation instructions. This
publication is also provided in Portable Document Format (PDF) format on the
IBM® xSeries Documentation CD.
v Rack Installation Instructions
This printed publication contains the instructions needed to install your server in
a rack. This publication is also provided in PDF format on the IBM xSeries
Documentation CD.
v Safety Book
This multilingual publication is provided in PDF format on the IBM xSeries
Documentation CD. It contains translated versions of the caution and danger
statements that appear in the documentation for your server. Each caution and
danger statement has an assigned number, which you can use to locate the
corresponding statement in your native language.
v User’s Guide
This publication is provided in PDF format on the IBM xSeries Documentation
CD. It contains general information about your server.
v Option Installation Guide
This publication is provided in PDF format on the IBM xSeries Documentation
CD. It contains the information needed to install, remove, and connect optional
devices supported by your server.
Depending on your server model, additional publications might be included on the
IBM xSeries Documentation CD.
© Copyright IBM Corp. 2002
1
Server controls and indicators
The following section identifies the controls and indicators on the front and rear of
your server.
Front view
Hard disk drive activity light (green)
Hard disk drive error light (amber)
Power-on light
Power button
Reset button
USB port
Power supply
latch
System-error light
(amber)
Diskette drive
activity light
Diskette eject
button
Diskette drive
eject button
Information light
(amber)
SCSI activity light
(green)
Locator light
(blue)
CD-ROM drive eject button
CD eject button
CD-ROM drive activity light
Power-on light: This green light turns on and stays on when you turn on your
server, and it blinks when the server is in Standby mode.
Hard disk drive activity light: When this green light is on, it indicates that the hard
disk drive is in use.
Hard disk drive error light: When this amber light is on, it indicates that there is a
problem with the hard disk drive.
USB port: This is an automatically configured port that you can use to connect one
or more USB devices to the front of the server, using Plug and Play technology.
System-error light: When this amber light is on, it indicates a system error has
occurred.
Information light: When this amber light is on, it indicates information about a
system error has been placed in the System Error log.
SCSI activity light: When this green light is on, it indicates that the hard disk drive
is in use.
Locator light: This blue light is used to help you locate other servers connected to
the server.
CD-ROM drive eject button: Push this button to release a CD-ROM drive from the
server.
2
xSeries 440: Troubleshooting Guide
CD eject button: Push this button to release a CD from the drive.
CD-ROM drive activity light: When this light is on, it indicates that the CD-ROM
drive is in use.
Diskette drive eject button: Push this button to release a diskette drive from the
server.
Diskette eject button: Push this button to release a diskette from the drive.
Diskette drive activity light: When this light is on, it indicates that the diskette
drive is in use.
Power supply latch: This latch is used to secure the power-supply in place.
Reset button: Press this button to reset the server and run the power-on self-test
(POST). You might need to use a pen or the end of a straightened paper clip to
press the button.
Power button: Press this button to manually turn the server on or off.
Chapter 1. Introduction
3
Rear view
System power connectors (1 and 2): The system power cords are connected to
these two connectors to provide power to the system.
RXE Expansion Port B: Use this port to connect the server to a remote I/O
enclosure when two SMP Expansion Modules are installed.
Auxiliary pointing device connector: Signal cables for a mouse, trackball, or
other pointing device are connected to the auxiliary pointing device connector.
Keyboard port: Signal cables for a keyboard are connected to the keyboard port.
Remote Supervisor Adapter ports and indicators: This group of ports and
indicators located on the back of the server are used for system management
information and control.
Error LED
(amber)
ASM interconnect
port
Ethernet link LED
(green)
External power
connector
Ethernet activity LED
(green)
Power LED
(green)
Management port
10/100
Ethernet port
v External power connector - This cable connector is used to connect an external
power supply to the Remote Supervisor Adapter.
Note: This connector is not supported on this server.
v Error LED - This amber light goes on when a system management error has
occurred.
4
xSeries 440: Troubleshooting Guide
v ASM interconnect port - Signal cables for managing expansion module
resources are connected to this port.
v Ethernet link light: This green light, located on the right of the Ethernet port,
goes on when there is an active link connection on the Ethernet controller for the
Ethernet port.
v Ethernet activity light: This green light, located on the left of the Ethernet port,
goes on when there is activity on the Ethernet LAN connected to the Ethernet
port.
v 10/100 Ethernet port - Ethernet Signal cables are connected to the Ethernet
port.
v Management port - Signal cables for modems or other serial devices are
connected to this port.
v Power LED - This green light goes on and stays on when you plug in your
server.
Ethernet activity light: This green light, located on the left of the Gigabit Ethernet
port, blinks when there is activity on the Ethernet LAN.
Ethernet link light: This green light, located on the right of the Gigabit Ethernet
port, goes on when there is an active link connection on the Gigabit Ethernet
controller for Ethernet port 1.
Gigabit Ethernet port: Gigabit Ethernet Signal cables are connected to the Gigabit
Ethernet port. This port supports 10/100/1000 speed connections.
RXE Expansion Port A: Use this port to connect the server to a remote I/O
enclosure.
Video port: The signal cable for a monitor connects to the video port.
USB 2: This is an automatically configured port that you can use to connect one or
more USB devices to the server, using Plug and Play technology.
USB 1: This is an automatically configured port that you can use to connect one or
more USB devices to the server, using Plug and Play technology.
RXE Management Port: Use this port to connect a management cable from the
server to a remote I/O enclosure.
SCSI port: This port is used to connect external SCSI devices to the server.
SMP Expansion port 3: This port is used to connect one server to another.
SMP Expansion port 2: This port is used to connect one server to another or to
make a redundant interconnection between two SMP Expansion Modules.
SMP Expansion port 1: This port is used to interconnect two SMP Expansion
Modules together.
Chapter 1. Introduction
5
Server power features
This section contains information on how to properly turn your server on and off.
Turning on the server
Turning on the server refers to the act of plugging the power cord of your server
into the power source and starting the operating system.
You can turn on the server in any of the following ways:
v If the power cords are connected to a power source, you can press the
power-control button on the front of the server.
v If the server is turned on and a power failure occurs, it restarts automatically
when power is restored.
v You can turn on the server remotely by means of the Remote Supervisor
Adapter.
Complete the following steps to turn on the server manually:
1. Turn on all external devices, such as the monitor.
2. Plug the server power cords into the power source.
3. Wait 30 seconds, and then press the power-control button on the front of the
server.
Note: While the server is powering up, the power light on the operator information
panel blinks.
Turning off the server
Turning off the server refers to the act of disconnecting the server from the power
source.
Complete the following steps to turn off the server:
1. Refer to your operating system documentation for the proper procedure to shut
down the operating system.
Statement 5:
CAUTION:
The power-control button on the device and the power switch on the
power supply do not turn off the electrical current supplied to the device.
The device also might have more than one power cord. To remove all
electrical current from the device, ensure that all power cords are
disconnected from the power source.
2
1
6
xSeries 440: Troubleshooting Guide
2. Press the power-control button on the front of the server. This will put the server
in Standby mode.
3. Disconnect the server from the power source.
Note: After you turn off the server, wait at least 5 seconds before you turn on
the server again.
Standby mode
Standby mode refers to the condition in which the server operating system is not
running and all core logic is shut down except for the Remote Supervisor Adapter.
Complete the following steps to put the server into Standby mode:
1. See the operating system documentation for the proper procedure to shut down
the operating system.
Note: Each operating system is different. Read all the documentation about
shutting down the operating system before continuing.
2. Press the power-control button on the front of the server.
3. You can put the server into Standby mode remotely by means of the Remote
Supervisor Adapter.
Chapter 1. Introduction
7
Major components of the xSeries 440
The following illustration shows the locations of major components in your server.
Note: The illustrations in this document might differ slightly from your hardware.
Shipping bracket
DIMM
access
doors
SMP baffle
Fan 4
Heat-sink
Fan 3
Cover
Microprocessor
SMP
Expansion
Module
DIMM
Fan 2
Fan 1
:
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W
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N
O
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F
VRM
Center
plane
EMC Shield
(For single SMP Module)
Thumbscrews
Shipping thumbscrews
Hard disk
drive
Bezel
Hot-swap
power supply
CD-ROM
drive
8
xSeries 440: Troubleshooting Guide
Center plane connectors and LEDs
The following illustrations identify the connectors and LEDs on the center plane.
This center plane is used to connect the power and signal paths for the SMP
Expansion Module, I/O board, and the Remote Supervisor Adapter.
Media power
VRM
SCSI
power
Power
Power
Power
Thumbscrews
Chapter 1. Introduction
9
SMP Expansion Module connectors and lights
The following illustrations identify the connectors, switches, and lights on the SMP
Expansion Module.
10
xSeries 440: Troubleshooting Guide
SMP Expansion Module
board error LED
VRM error LED
Light path capacitor
switch LED
DIMM error
LED (16X)
Memory port 2
power LED
Hot-plug enabled
memory LED
Memory port 1
power LED
VRM error LED
Microprocessor 1
VRM error LED
Microprocessor 1
error LED
Microprocessor 3
error LED
Microprocessor 3
VRM error LED
Microprocessor 4
VRM error LED
Microprocessor 4
error LED
Microprocessor 2
error LED
Microprocessor 2
VRM error LED
Chapter 1. Introduction
11
PCI-X planar internal connectors and LEDs
The following illustration identifies the internal connectors and LEDs on the PCI-X
planar. This planar enables you to install adapters into the server.
12
xSeries 440: Troubleshooting Guide
I/O board internal connectors
The following illustration identifies the internal connectors on the I/O board. This
board supports the input and output ports located on the server.
Riser card
connector
SCSI B
connector
I/O VRM
Fan 4
connector
Fan 3
connector
Fans 1 and 2
connectors
Power/Reset
connector
USB cable
connector
Media bays
connector
SCSI A
connector
Remote Supervisor Adapter component locations
The following illustration identifies the connectors and lights on the Remote
Supervisor Adapter.
Lithium
battery
Ethernet speed
LED (green)
External power
supply connector
Error LED
(amber)
System board
connector
(J5)
Ethernet link
LED (green)
P- P
Power LED
(green)
Serial port Ethernet port
(RJ-45)
(COM)
ASM Interconnect port
(RJ-14)
Chapter 1. Introduction
13
14
xSeries 440: Troubleshooting Guide
Chapter 2. Solving Problems
This section provides basic troubleshooting information to help you resolve some
common problems that might occur with your server.
If you cannot locate and correct the problem using the information in this section,
see “Getting information, help, and service” on page 51 for more information.
Diagnostic tools overview
The following tools are available to help you identify and resolve hardware-related
problems:
v POST beep codes, error messages, and error logs
The power-on self-test (POST) generates beep codes and messages to indicate
successful test completion or the detection of a problem. See “POST” on page 17
for more information.
v Diagnostic programs and error messages
The server diagnostic programs are stored in upgradable read-only memory
(ROM) on the system board. These programs are the primary method of testing
the major components of your server. See “Diagnostic programs and error
messages” on page 32 for more information.
v Light Path Diagnostics™ feature
Use the Light Path Diagnostics feature to identify system errors quickly.
v Troubleshooting charts
These charts list problem symptoms, along with suggested steps to correct the
problems. See the “Troubleshooting charts” on page 44 for more information.
v Customized support page
You can create a customized support page that is specific to your hardware,
complete with Frequently Asked Questions, Parts Information, Technical Hints
and Tips, and Downloadable Files. In addition, you can choose to receive
electronic mail (e-mail) notifications whenever new information becomes available
about your registered products.
After you register and profile your xSeries products, you can diagnose problems
using the IBM Online Assistant and you can participate in the IBM discussion
forum. For more detailed information about registering and creating a customized
profile for your IBM products, visit the following addresses on the Web:
– http://www.ibm.com/pc/register
– http://www.ibm.com/pc/support
© Copyright IBM Corp. 2002
15
Server Support
Server working
properly?
Yes
Register and profile your server
After you register and profile, you will be able to:
• Diagnose problems using the IBM Online Assistant
• Participate in the IBM discussion forum
• Receive e-mail notifications of technical updates
related to your profiled products
No
Check all cables for loose connections
and verify that all optional devices you
®
installed are on the ServerProven list.
You can view the ServerProven list at:
Register at: http://www.ibm.com/pc/register
Profile at: http://www.ibm.com/pc/support
http://www.ibm.com/pc/compat
Problem
solved?
Yes
No
®
You can view the HelpCenter phone
numbers in the Support Phone List at:
http://www.ibm.com/pc/support
Use the troubleshooting
information provided with
your server to determine
the cause of the problem
and the action to take.
Problem
solved?
Yes
No
Flash the latest levels of BIOS,
service processor, diagnostics,
and RAID code.
You can download this code at:
http://www.ibm.com/pc/support
16
xSeries 440: Troubleshooting Guide
Yes
Problem
solved?
No
Phone an
IBM HelpCenter
POST
When you turn on the server, it performs a series of tests to check the operation of
server components and some of the options installed in the server. This series of
tests is called the power-on self-test, or POST.
If POST finishes without detecting any problems, a single beep sounds, and the first
screen of your operating system or application program appears.
If POST detects a problem, more than one beep sounds, and an error message
appears on your screen. See “POST beep code descriptions” and “POST error
messages” on page 20 for more information.
Notes:
1. If you have a power-on password set, you must type the password and press
Enter, when prompted, before POST will continue.
2. A single problem might cause several error messages. When this occurs, work
to correct the cause of the first error message. After you correct the cause of
the first error message, the other error messages usually will not occur the next
time you run the test.
POST beep code descriptions
Beep codes are sounded in a series of long and short beeps.
The possible types of beep codes that your server might emit include the following:
No beeps
If no beep occurs after your server completes POST, call for service.
Continuous beep
Your startup (boot) microprocessor has failed, or your system board or
speaker subsystem might contain a failing component. If the system
continues through POST with no errors, call for service. If no video appears,
the startup processor has failed; replace the startup processor.
One short beep
One beep indicates that your server successfully completed POST. POST
detected no configuration or functional errors. One beep also occurs after
your server completes POST if you type an incorrect power-on password.
Two short beeps
POST encountered an error. The Configuration/Setup Utility program will
display additional information; follow the instructions that appear on the
screen. See “POST error messages” on page 20 for descriptions of the text
messages that might appear.
Three short beeps
A system memory error has occurred. This combination occurs only if the
video basic input/output system (BIOS) cannot display the error message.
Replace the failing memory module.
Repeating short beeps
The system board might contain a failing component, your keyboard might
be defective, or a key on the keyboard might be stuck. Ensure that:
v Nothing is resting on the keyboard and pressing a key.
v No key is stuck.
v The keyboard cable is connected correctly to the keyboard and to the
correct connector on the server.
Chapter 2. Solving Problems
17
Running the diagnostic tests can isolate the server component that failed,
but you must have your system serviced. If the error message remains, call
for service.
Note: If you just connected a new mouse or other pointing device, turn off
the server and disconnect that device. Wait at least 5 seconds; then,
turn on the server. If the error message goes away, replace the
device.
One long and one short beep
POST encountered an error on a video adapter. If you are using the
integrated video controller, call for service. If you are using an optional
video adapter, replace the failing video adapter.
One long and two short beeps
A video I/O adapter ROM is not readable, or the video subsystem is
defective. If you hear this beep combination twice, both the system board
and an optional video adapter have failed the test. This beep combination
might also indicate that the system board contains a failing component.
One long and three short beeps
The system-board video subsystem has not detected a monitor connection
to the server. Ensure that the monitor is connected to the server. If the
problem persists, replace the monitor.
Two long and two short beeps
POST does not support the optional video adapter. This beep combination
occurs when you install a video adapter that is incompatible with your
server. Replace the optional video adapter with one that the server
supports, or use the integrated video controller.
POST beep codes
In addition to the beep codes that are described in “POST beep code descriptions”
on page 17, your server might emit beep codes that are described in the following
table. For example, a 1-2-4 beep code sounds like one beep, a pause, two
consecutive beeps, another pause, and four more consecutive beeps.
Table 1. POST beep codes
18
Beep code
Description
Action
1-1-2
Microprocessor register test has failed.
Call for service.
1-1-3
CMOS write/read test has failed.
1-1-4
BIOS ROM checksum has failed.
1-2-1
Programmable Interval Timer test has failed.
1-2-2
DMA initialization has failed.
1-2-3
DMA page register write/read test has failed.
1-2-4
RAM refresh verification has failed.
1-3-1
First 64 Kb RAM test has failed.
1-3-2
First 64 Kb RAM parity test has failed.
xSeries 440: Troubleshooting Guide
Reseat the
memory modules
or install a
memory module. If
the problem
persists, call for
service.
Table 1. POST beep codes (continued)
Beep code
Description
Action
1-4-3
Interrupt vector loading test has failed.
Call for service.
2-1-1
Secondary DMA register test has failed.
2-1-2
Primary DMA register test has failed.
2-1-3
Primary interrupt mask register test has failed.
2-1-4
Secondary interrupt mask register test has failed.
2-2-1
Interrupt vector loading has failed.
2-2-2
Keyboard controller test has failed.
2-2-3
CMOS power failure and checksum checks have failed.
2-2-4
CMOS configuration information validation has failed.
2-3-1
Screen initialization has failed.
Turn off the
computer and
then restart the
computer. If the
problem persists,
call for service.
2-3-2
Screen memory test has failed.
Call for service.
2-3-3
Screen retrace tests have failed.
2-3-4
Search for video ROM has failed.
2-4-1
Screen test indicates the screen is operable.
3-1-1
Timer tick interrupt test has failed.
3-1-2
Interval timer channel 2 test has failed.
3-1-3
RAM test has failed above address hex 0FFFF.
3-1-4
Time-of-Day clock test has failed.
3-2-1
Serial port test has failed.
3-2-2
Parallel port test has failed.
3-2-4
Comparison of CMOS memory size against actual has
failed.
3-3-1
A memory size mismatch has occurred.
Reseat the
memory modules
or install a
memory module. If
the problem
persists, call for
service.
3-3-2
I2C bus has failed.
Call for service.
3-3-3
Important: In some memory configurations, the 3-3-3
beep code might sound during POST, followed by a
blank display screen. If this occurs and the Boot Fail
Count feature in the Start Options of the
Configuration/Setup Utility program is set to Enabled (its
default setting), you must restart the computer three
times to force the system BIOS to reset the memory
connector or bank of connectors from Disabled to
Enabled.
Reseat the
memory modules
or install a
memory module. If
the problem
persists, call for
service.
Chapter 2. Solving Problems
19
POST error messages
The following tables provide information about the POST error messages that can
appear during startup.
Table 2. POST error messages
POST message
Description
062
The server failed to start on three consecutive attempts.
All processor caches are disabled. Repeatedly turning the server on and then off or resetting
the server might cause this problem.
Note: Start the Configuration/Setup Utility program and verify that all settings are correct. Use
the Cache Control selection in the Advanced Setup menu of the Configuration/Setup Utility
program to enable the processor caches.
If the problem persists, call for service. When the problem is corrected, be sure to enable the
processor caches.
101 102 106
An error occurred during the system board and microprocessor test.
Note: Call for service.
114
An adapter read-only memory (ROM) error occurred.
Note: Remove the options. If you can start the server without the options installed, reinstall
each option one at a time and retest after each is reinstalled. When an option fails, replace it.
If you cannot isolate and correct the problem, call for service.
129
An error was detected in the L1 cache of one of the microprocessors.
Note:
1. If you just installed a microprocessor, verify that the microprocessor is installed and seated
correctly.
2. If the problem persists, call for service.
151
A real-time clock (RTC) error occurred.
Note: Call for service.
161
The real-time clock battery has failed.
Note: Replace the battery yourself or call for service.
You can use the server until you replace the battery. However, you must run the
Configuration/Setup Utility program and set the time and date and other custom settings each
time you turn on the server.
162
A change in device configuration occurred. This error occurs under one or more of the
following conditions:
v A new device has been installed.
v A device has been moved to a different location or cable connection.
v A device has been removed or disconnected from a cable.
v A device is failing and is no longer recognized by the server as being installed.
v An external device is not turned on.
v An invalid checksum is detected in the battery-backed memory.
Note: Verify that all external devices are turned on. You must turn on external devices before
turning on the server.
If you did not add, remove, or change the location of a device, a device is probably failing.
Running the diagnostic program might isolate the failing device.
If you cannot isolate and correct the problem, call for service.
163
The time of day has not been set.
Note: Set the correct date and time. If the date and time are set correctly and saved, but the
163 error message reappears, call for service.
You can use the server until the system is serviced, but any application programs that use the
date and time will be affected.
20
xSeries 440: Troubleshooting Guide
Table 2. POST error messages (continued)
POST message
Description
164
A change in the memory configuration occurred. This message might appear after you add or
remove memory.
Notes:
1. The server can be used with decreased memory capacity.
2. If POST error message 289 also occurred, follow the instructions for that error message
first.
3. If you just installed or removed memory, run the Configuration/Setup Utility program; then,
exit, saving the new configuration settings.
If the message appears again, shut down the server, reseat the memory modules, and
restart the server.
If the problem persists, call for service.
175
A vital product data (VPD) error occurred.
Note: Call for service.
176 177 178
A security hardware error occurred.
Note: Check for indications that someone has tampered with the server. If no one has
tampered with the server, call for service.
184
The power-on password information stored in your server has been removed.
Note: From the Configuration/Setup Utility program main menu, select System Security.
Then, follow the instructions on the screen.
If this information cannot be restored, call for service.
185
A power failure damaged the stored information about the drive-startup sequence.
Note: From the Configuration/Setup Utility program main menu, select Start Options; then,
follow the instructions on the screen.
If this information cannot be restored, call for service.
186
A system board or hardware error occurred.
Note: Call for service.
187
The VPD serial number is not set.
Note: The system serial number is set in the VPD EEPROM at the time of manufacturing. If
the system board has been replaced, the system serial number will be invalid and should be
set. From the main menu of the Configuration/Setup Utility program, select System
Information, and then select Product Data. If the problem persists, call for service.
188
A vital product data (VPD) error occurred.
Note: Call for service.
189
An attempt has been made to access the server with invalid passwords. After three incorrect
attempts, the server locks up; that is, the logon data fields are no longer available to the user.
201
An error occurred during the memory controller test. This error can be caused by:
v Incorrectly installed memory
v A failing memory module
v A system board problem
Note:
1. If you just installed memory, verify that the new memory is correct for your server. Also
verify that the memory is installed and seated correctly.
2. If the problem persists, call for service.
229
An error was detected in the L2 cache of one of the microprocessors.
Note:
1. If you just installed a microprocessor, verify that the microprocessor is installed and seated
correctly.
2. If the problem persists, call for service.
Chapter 2. Solving Problems
21
Table 2. POST error messages (continued)
POST message
Description
289
An error occurred during POST memory tests and a failing DIMM was disabled.
Notes:
1. You can use the server with decreased memory.
2. If you just installed memory, verify that the new memory is correct for your server. Also
verify that the memory is installed and seated correctly. Start the Configuration/Setup Utility
program and select Memory Settings from the Advanced Setup menu to enable the
DIMM.
3. If the problem remains, replace the failing DIMM.
If the problem persists, call for service.
301 303
An error occurred during the keyboard and keyboard controller test. These error messages
also might be accompanied by continuous beeping.
Note: Ensure that:
v Nothing is resting on the keyboard and pressing a key.
v No key is stuck.
v The keyboard cable is connected correctly to the keyboard and to the correct connector on
the server.
Running the diagnostic tests can isolate the server component that failed, but you must have
your system serviced. If the error message remains, call for service.
Note: If you just connected a new mouse or other pointing device, turn off the server and
disconnect that device. Wait at least 5 seconds; then, turn on the server. If the error message
goes away, replace the device.
602
Invalid diskette boot record
Note:
1. Replace the diskette.
2. If the problem persists, make sure that the diskette drive cables are correctly and securely
connected.
3. If the problem remains, replace the diskette drive.
If the problem persists, call for service.
604
An error occurred during a diskette drive test.
Note:
1. Verify that the Configuration/Setup Utility program correctly reflects the type of diskette
drive that you have installed.
2. Run the diagnostic tests. If the diagnostic tests fail, call for service.
662
A diskette drive configuration error occurred.
Note: If you removed a diskette drive, make sure that the diskette drive setting is correct in
the Configuration/Setup Utility program. If the setting is not correct, change it.
If the problem persists, call for service.
11xx
An error occurred during the system-board serial port test.
Note: If you have a modem, serial printer, or other serial device attached to your server, verify
that the serial cable is connected correctly. If it is, use the following procedure:
1. Turn off the server.
2. Disconnect the serial cable from the serial port.
3. Wait 5 seconds; then, turn on the server.
If the POST error message does not reappear, either the serial cable or the device is probably
failing. See the documentation that comes with the serial device for additional testing
information.
If the POST error message reappears, call for service.
22
xSeries 440: Troubleshooting Guide
Table 2. POST error messages (continued)
POST message
Description
1162
The serial port configuration conflicts with another device in the system.
Note:
1. Make sure the IRQ and I/O port assignments needed by the serial port are available.
2. If all interrupts are being used by adapters, you might need to remove an adapter to make
an interrupt available to the serial port, or force other adapters to share an interrupt.
1800
A PCI adapter has requested a hardware interrupt that is not available.
Note:
1. Make sure that the PCI adapter and all other adapters are set correctly in the
Configuration/Setup Utility program. If the interrupt resource settings are not correct,
change the settings.
2. If all interrupts are being used by other adapters, you might need to remove an adapter to
make an interrupt available to the PCI adapter, or force other adapters to share an
interrupt.
1962
No valid startup devices were found. The system cannot find the startup drive or operating
system.
Note: Be sure that the drive you want to start from is in the startup sequence.
1. Select Start Options from the Configuration/Setup Utility program main menu. If you are
unable to set the startup sequence, call for service.
2. Check the list of startup devices in the Startup device data fields. Is the drive you want to
start from in the startup sequence?
Yes
Exit from this screen; then, select Exit Setup to exit the Configuration/Setup
menu. Go to step 3.
No
Follow the instructions on the screen to add the drive; then, save the changes and
exit the Configuration/Setup menu. Restart the server.
3. Is an operating system installed?
Yes
Turn off the server. Go to step 4.
No
Install the operating system in your server; then, follow your operating system
instructions to shut down and restart the server.
4. During server startup, watch for messages indicating a hardware problem.
If the same error message appears, call for service.
2400
An error occurred during the testing of the video controller on the system board. This error can
be caused by a failing monitor, a failing system board, or a failing video adapter (if one is
installed).
Note: Verify that the monitor is connected correctly to the video connector. If the monitor is
connected correctly, call for service.
2462
A video memory configuration error occurred.
Note: Make sure that the monitor cables are correctly and securely connected to the server.
If the problem persists, call for service.
5962
An IDE CD-ROM configuration error occurred.
Note: Check the signal and power cable connections to the CD-ROM drive.
If the problem persists, call for service.
Chapter 2. Solving Problems
23
Table 2. POST error messages (continued)
POST message
Description
8603
An error occurred during the mouse (pointing device) controller test. The addition or removal of
a mouse, or a failing system board can cause this error.
Note: This error also can occur if electrical power was lost for a very brief period and then
restored. In this case, turn off the server for at least 5 seconds; then, turn it back on.
Note: Ensure that the keyboard and mouse (pointing device) are attached to the correct
connectors. If they are connected correctly, use the following procedure:
1. Turn off the server.
2. Disconnect the mouse from the server.
3. Turn on the server.
If the POST error message does not reappear, the mouse is probably failing. See the
documentation that comes with the mouse for additional testing information. If the problem
remains, replace the mouse or pointing device.
If the POST error message reappears, run the diagnostic tests to isolate the problem. If the
diagnostic tests do not find a problem and the POST error message remains, call for service.
00012000
Processor machine check.
Note:
1. Update the system BIOS code.
2. If the problem persists, replace the microprocessor.
00019501
Processor 1 is not functioning.
Note: Replace microprocessor 1.
If the problem persists, call for service.
00019502
Processor 2 is not functioning.
Note: Replace microprocessor 2.
If the problem persists, call for service.
00019701
Processor 1 failed the built-in self test.
Note: Replace microprocessor 1.
If the problem persists, call for service.
00019702
Processor 2 failed the built-in self-test.
Note: Replace microprocessor 2.
If the problem persists, call for service.
00180100
A PCI adapter has requested memory resources that are not available.
Note:
1. Make sure that the PCI adapter and all other adapters are set correctly in the
Configuration/Setup Utility program. If the memory resource settings are not correct,
change the settings.
2. If all memory resources are being used, you might need to remove an adapter to make
memory available to the PCI adapter. Disabling the adapter BIOS on the adapter might
correct the error. See the documentation provided with the adapter.
00180200
A PCI adapter has requested an I/O address that is not available, or the PCI adapter might be
defective.
Note:
1. Make sure that the I/O address for the PCI adapter and all other adapters are set correctly
in the Configuration/Setup Utility program.
2. If the I/O port resource settings are correct, the PCI adapter might be defective. Call for
service.
24
xSeries 440: Troubleshooting Guide
Table 2. POST error messages (continued)
POST message
Description
00180300
A PCI adapter has requested a memory address that is not available, or the PCI adapter might
be defective.
Note:
1. Make sure that the memory address for all other adapters are set correctly in the
Configuration/Setup Utility program. If the memory resource settings are not correct,
change the settings.
2. If the memory resource settings are correct, the PCI adapter might be defective. Call for
service.
00180400
A PCI adapter has requested a memory address that is not available.
Note: If all memory addresses are being used, you might need to remove an adapter to make
memory address space available to the PCI adapter. Disabling the adapter BIOS on the
adapter might correct the error. Refer to the documentation provided with the adapter.
00180500
A PCI adapter ROM error occurred.
Note: Remove the PCI adapters. If you can start the server without the adapters, reinstall
each adapter one at a time and retest after each is reinstalled. When an adapter fails, replace
it.
If you cannot isolate and correct the problem, call for service.
00180600
A PCI-to-PCI bridge error occurred. More than one PCI bus tried to access memory below
1 MB.
Note: Remove the PCI adapter that has the PCI bridge. If you can start the server without the
adapter, reinstall and retest the adapter. If the adapter fails, replace it.
If you cannot isolate and correct the problem, call for service.
00180700
xxxxyyyy planar PCI device does not respond or disabled by user (where xxxx is the PCI
vendor ID and yyyy is the PCI device ID).
Note: Start the Configuration/Setup Utility program, select Devices and I/O Ports, and make
sure that the device is enabled. If the problem persists, call for service.
00180800
An unsupported PCI device is installed.
Note: Remove the PCI adapters. If you can start the server without the adapters, reinstall
each adapter one at a time and retest after each is reinstalled. When an adapter fails, replace
it.
If the problem persists, call for service.
00181000
PCI error.
Note: Remove the PCI adapters. If you can start the server without the adapters, reinstall
each adapter one at a time and retest after each is reinstalled. When an adapter fails, replace
it.
If the problem persists, call for service.
01295085
The ECC checking hardware test failed.
Note: Call for service.
01298001
No update data is available for processor 1.
Note: Update the system BIOS code to a level that supports the microprocessors installed in
the server.
01298002
No update data is available for processor 2.
Note: Update the system BIOS code to a level that supports the microprocessors installed in
the server.
01298101
The update data for processor 1 is incorrect.
Note: Update the system BIOS code to a level that supports the microprocessors installed in
the server.
Chapter 2. Solving Problems
25
Table 2. POST error messages (continued)
POST message
Description
01298102
The update data for processor 2 is incorrect.
Note: Update the system BIOS code to a level that supports the microprocessors installed in
the server.
01298200
Microprocessor speed mismatch
Note: The microprocessors installed do not run at the same speed; install microprocessors
with identical speeds.
I9990301
A hard disk drive error occurred.
Note: Call for service.
I9990305
POST could not find an operating system.
Note: Install an operating system. If you have already installed the operating system, check
the drive startup sequence. If the drive sequence is correct, run the diagnostic tests to verify
that the hard disk drive is functioning correctly. If there is a problem with the hard disk drive
(such as a bad sector), you might need to reinstall the operating system.
If you cannot reinstall the operating system, call for service.
I9990650
AC power has been restored.
Note: No action is required. This message appears each time ac power is restored to the
server after an ac power loss.
Other Numbers
POST found an error.
Note: Follow the instructions on the screen.
Error logs
The POST error log contains the three most recent error codes and messages that
the system generated during POST. The System Error log contains all messages
issued during POST and all system status messages from the service processor.
You can view the contents of the System Error log from the Configuration/Setup
Utility program or from the diagnostic programs:
v Start the Configuration/Setup Utility program; then, select Error Logs from the
main menu. See ″Using the Configuration/Setup Utility program″ in the User’s
Guide on the IBM Documentation CD.
v Start the diagnostic programs; select Hardware Info from the top of the
diagnostic programs screen; select System Error Log from the list that appears;
then, follow the instructions on the screen. See “Starting the diagnostic
programs” on page 33 for more information.
Identifying problems using the Light Path Diagnostics feature
If the system-error light in the operator information panel on the front of the server
is on, one or more lights inside the server might be on. Use the Light Path
Diagnostics panel to identify the type of error that occurred.
You can use the Light Path Diagnostics feature in your server to quickly identify the
type of system error that occurred. The Light Path Diagnostics panel is located
inside the Light Path Diagnostics drawer, located on the front right of the server. To
access the Light Path Diagnostic panel, press on the front of the Light Path
Diagnostics drawer, the Light Path Diagnostic panel will be exposed. For light
locations, see “Light Path Diagnostics panel” on page 27.
26
xSeries 440: Troubleshooting Guide
Your server is designed so that lights that are illuminated when the server is on, can
be illuminated again without ac power after you remove the cover. This feature
helps you isolate the problem if an error causes the server to shut down. See “Light
Path Diagnostics table” on page 28.
Important: You have up to 12 hours to use the Light Path Diagnostics lights after
ac power has been removed from the server. After 12 hours, you must power on
the server again to be able to use the Light Path Diagnostics lights to help locate
system errors.
To view the lights on the various system boards:
1. Turn off the server and peripheral devices.
2. Press and hold the Light Path Diagnostics (blue) button on the diagnostics
panel. The lights will be illuminated while the switch is pressed.
Note: You can illuminate the lights for a maximum of 2 minutes. After that time,
the circuit that powers the lights is exhausted.
3. Close the server cover; then, reinstall the server in the rack and connect all
external cables.
Light Path Diagnostics panel
The following illustration shows the lights on the diagnostics panel on the system
board. See “Light Path Diagnostics table” on page 28 for information on identifying
problems using these lights.
Chapter 2. Solving Problems
27
Light Path Diagnostics table
The system-error light on the operator information panel is lit when certain system
errors occur. If the system-error light on your server is lit, use the following table to
help determine the cause of the error and the action you should take.
Table 3. Light Path Diagnostics
Lit light on
diagnostics panel Cause
Action
None
An error has occurred and can not be isolated, An error has occurred that is not represented
or the ASM processor has failed.
by a Light Path Diagnostics light. Check the
System Error log for more information about
the error.
PS
Power supply has failed.
Have the system serviced.
TEMP
The system temperature has exceeded a
threshold level.
1. Check to see if a fan has failed. If it has,
replace the fan.
2. Make sure the room temperature is not too
hot. (See ″Features and specifications″ in
the User’s Guide on the
IBM Documentation CD.)
If the problem persists, have the system
serviced.
FAN
A fan has failed or is operating too slowly.
Note: A failing fan can also cause the TEMP
light to be on.
Check the lights on the fans and replace the
indicated fan.
SP
The service processor has failed.
Remove ac power from the server and then
restart the server.
Note: Wait 30 seconds before turning on the
server.
If the problem persists, have the system
serviced.
MEM
A memory error occurred.
1. Check the DIMM failure lights on the
system board.
2. Replace the DIMM indicated by the lit
DIMM failure light.
CPU
One of the microprocessors has failed.
1. Check the microprocessor failure lights on
the system board.
2. If a microprocessor failure light is on, make
sure the microprocessor is installed
correctly.
3. If the problem persists, replace the
microprocessor.
If the problem persists, have the system
serviced.
VRM
One of the VRMs on the system board has
failed.
Remove ac power from the server and then
restart the server.
Note: Wait 30 seconds before turning on the
server.
If the problem persists have the system
serviced.
28
xSeries 440: Troubleshooting Guide
Table 3. Light Path Diagnostics (continued)
Lit light on
diagnostics panel Cause
PCI
An error occurred on a PCI bus. The system
board caused the error.
Action
1. Check the error log for additional
information.
2. If you cannot isolate the failing adapter
from the information in the error log, try to
determine the failing adapter by removing
one adapter at a time from PCI bus B (PCI
slots 1 and 2) and restarting the server
after each adapter is removed.
If the problem persists, have the system
serviced.
Chapter 2. Solving Problems
29
ServerGuide problems
If you are experiencing problems with your ServerGuide™ CD use the following
chart to troubleshoot the problem. Look for the symptom in the left column of the
chart. Probable solutions to the problem are in the right column.
Table 4. Setup and Installation CD
Symptom
Suggested action
Server will not start.
v Ensure that the system is a supported server with a startable (bootable) CD-ROM drive.
v If the startup (boot) sequence settings have been altered, ensure that the CD-ROM
drive is first in the startup sequence.
v If more than one CD-ROM drive is installed, ensure that only one drive is set as the
primary drive. Start the CD from the primary drive.
v Ensure that there are no duplicate SCSI IDs or IRQ assignments.
ServeRAID™ program
cannot view all installed v Ensure that the hard disk drive is connected properly.
drives - or - cannot install
NOS.
The Operating System
Installation program
continuously loops.
Make more space available on the hard disk.
ServerGuide will not start Ensure that the NOS CD you have is supported by the ServerGuide program. See the CD
your NOS CD.
label for a list of supported NOS versions.
Cannot install NOS option is unavailable.
30
Ensure that the NOS is supported on your server. If the NOS is supported, either there is
no logical drive defined (ServeRAID systems) or the ServerGuide System Partition is not
present. Run the ServerGuide setup and configuration program, and ensure that setup is
complete.
xSeries 440: Troubleshooting Guide
Small computer system interface (SCSI) messages
If you receive a SCSI error message when running the SCSISelect Utility program,
one or more of the following might be causing the problem:
v A failing SCSI device (adapter, drive, controller)
v An improper SCSI configuration
v Duplicate SCSI IDs in the same SCSI chain
v An improperly installed SCSI terminator
v A defective SCSI terminator
v An improperly installed cable
v A defective cable
To solve the problem, verify that:
v The external SCSI devices are turned on. External SCSI devices must be turned
on before the server.
v The cables for all external SCSI devices are connected correctly.
v The last device in each SCSI chain is terminated properly.
v The SCSI devices are configured correctly.
If you have verified these items and the problem persists, run the diagnostic
programs to obtain additional information about the failing device. If the error
remains or recurs, call for service.
Note: If your server does not have a hard disk drive, ignore any message that
indicates that the BIOS code is not installed.
Chapter 2. Solving Problems
31
Diagnostic programs and error messages
The server diagnostic programs are stored in upgradable read-only memory (ROM)
on the system board. These programs are the primary method of testing the major
components of your server.
Diagnostic error messages indicate that a problem exists; they are not intended to
be used to identify a failing part. Troubleshooting and servicing of complex
problems that are indicated by error messages should be performed by trained
service personnel.
Sometimes the first error to occur causes additional errors. In this case, the server
displays more than one error message. Always follow the suggested action
instructions for the first error message that appears.
The following sections contain the error codes that might appear in the detailed test
log and summary log when running the diagnostic programs.
The error code format is as follows:
fff-ttt-iii-date-cc-text message
where:
fff
is the three-digit function code that indicates the
function being tested when the error occurred. For
example, function code 089 is for the
microprocessor.
ttt
is the three-digit failure code that indicates the
exact test failure that was encountered. (These
codes are for trained service personnel and are
described in the Hardware Maintenance Manual).
iii
is the three-digit device ID. (These codes are for
trained service personnel and are described in the
Hardware Maintenance Manual).
date
is the date that the diagnostic test was run and the
error recorded.
cc
is the check value that is used to verify the validity
of the information.
text message
is the diagnostic message that indicates the reason
for the problem.
Text messages
The diagnostic text message format is as follows:
Function Name: Result (test specific string)
where:
Function Name
is the name of the function being tested when the error occurred. This
corresponds to the function code (fff) shown in the previous list.
Result
can be one of the following:
32
xSeries 440: Troubleshooting Guide
Passed
This result occurs when the diagnostic test
is completed without any errors.
Failed
This result occurs when the diagnostic test
discovers an error.
User Aborted
This result occurs when you stop the
diagnostic test before it is complete.
Not Applicable
This result occurs when you specify a
diagnostic test for a device that is not
present.
Aborted
This result occurs when the test could not
proceed; for example, because of the
system configuration.
Warning
This result occurs when a possible problem
is reported during the diagnostic test, such
as when a device driver is not found.
test specific string
This is additional information that you can use to analyze the problem.
Starting the diagnostic programs
You can press F1 while running the diagnostic programs to obtain help information.
You also can press F1 from within a help screen to obtain online documentation
from which you can select different categories. To exit from help and return to
where you left off, press Esc.
To start the diagnostic programs:
1. Turn on the server and watch the screen.
2. When the message F2 for Diagnostics appears, press F2.
If a power-on password is set, the server prompts you for it. Type the power-on
password, and press Enter.
3. When the Diagnostic Programs screen appears, select either Extended or
Basic from the top of the screen.
4. Select the test you want to run from the list that appears; then, follow the
instructions on the screen.
Notes:
a. If the server stops during testing and you cannot continue, restart the server
and try running the diagnostic programs again. If the problem persists, call
for service.
b. The keyboard and mouse (pointing device) tests assume that a keyboard
and mouse are attached to the server.
c. If you run the diagnostic programs with no mouse attached to your server,
you will not be able to navigate between test categories using the Next Cat
and Prev Cat buttons. All other functions provided by mouse-selectable
buttons are also available using the function keys.
d. You can test the USB keyboard by using the regular keyboard test. The
regular mouse test can test a USB mouse. Also, you can run the USB
interface test only if there are no USB devices attached.
Chapter 2. Solving Problems
33
e. You can view server configuration information (such as system configuration,
memory contents, interrupt request (IRQ) use, direct memory access (DMA)
use, device drivers, and so on) by selecting Hardware Info from the top of
the screen.
If the diagnostic programs do not detect any hardware error but the problem
persists during normal server operations, a software error might be the cause. If
you suspect a software problem, see the information that comes with the software
package.
Viewing the test log
When the tests are completed, you can view the test log by selecting Utility from
the top of the screen and then selecting View Test Log.
Notes:
1. You can view the test log only while you are in the diagnostic programs. When
you exit the diagnostic programs, the test log is cleared (saved test logs are not
affected). To save the test log so that you can view it later, click Save Log on
the diagnostic programs screen and specify a location and name for the saved
log file.
2. To save the test log to a diskette, you must use a diskette that you have
formatted yourself; this function does not work with preformatted diskettes. If the
diskette has sufficient space for the test log, the diskette may contain other
data.
Viewing the System Error log
You can also view the System Error log from the diagnostic programs. See the
instructions in “Error logs” on page 26.
Diagnostic error message tables
The following tables provide descriptions of the error messages that might appear
when you run the diagnostic programs.
Note: Not all messages in this table apply to your server.
Important: If diagnostic error messages appear that are not listed in the following
tables, call for service.
Code
Function
Result
Description
Action
001
Core system
Failed
Processor board, ECC Logic
Call for service.
System board
005
Video port
Processor and system boards
011
Serial port
Integrated serial port
34
xSeries 440: Troubleshooting Guide
Code
Function
Result
Description
Action
015
USB interface
Aborted
Can NOT test USB interface while it is in use.
Note: If you have a USB keyboard, mouse, or
other USB device attached, you cannot run the
diagnostic program for the USB interface.
1. Turn off the server.
2. Disconnect all USB
devices from the
server. Replace
any USB keyboard
and mouse with a
standard keyboard
and mouse.
3. Turn on the server.
4. Run the diagnostic
test again.
If the problem persists,
call for service.
Failed
USB interface failed
Call for service.
Call for service.
020
PCI interface
Failed
PCI slot latch mechanism is defective
030
SCSI interface
Failed
SCSI adapter in slot n failed register/counter/
power test
Refer to the
information provided
with the adapter for
(where n is the slot number of the failing adapter) instructions.
If the problem persists,
call for service.
SCSI controller on system board failed
register/counter/power test
Call for service.
Chapter 2. Solving Problems
35
Code
Function
Result
Description
035
ServeRAID
Aborted
Test setup error: No ServeRAID adapter found on Make sure that the
system board or PCI bus
ServeRAID adapter is
properly installed. If the
problem remains,
replace the ServeRAID
adapter. If the problem
persists, call for
service.
Failed
Adapter in slot n; adapter/drive configuration error 1. Run the
ServeRAID
(where n is the slot number of the failing adapter)
Configuration
Utility.
Adapter in slot n; internal error
(where n is the slot number of the failing adapter)
Logical drive m on adapter in slot n
Action
2. If the problem
remains, replace
the ServeRAID
adapter in slot n.
(where m is the number of the failing logical drive If the problem persists,
and n is the slot number of the adapter)
call for service.
On system board; internal error
On system board; adapter/drive configuration
error
Run the ServeRAID
Configuration Utility.
Logical drive on system board adapter
If the problem persists,
call for service.
Adapter in slot n; memory allocation error
Call for service.
(where n is the slot number of the failing adapter)
On system board; memory allocation error
On system board; PCI configuration error
On system board; POST error
Adapter in slot n; POST error
Replace the
ServeRAID adapter in
(where n is the slot number of the failing adapter) slot n. If the problem
persists, call for
Adapter in slot n; PCI configuration error
service.
(where n is the slot number of the failing adapter)
SCSI drive on adapter in slot n, SCSI ID m
075
36
Power supply
Failed
xSeries 440: Troubleshooting Guide
(where n is the slot number of the adapter and m
is the SCSI ID of the drive)
Check the cable and
power connections on
the drive. If the
problem persists, call
for service.
Voltage sensed by the system is out of range
Call for service.
Code
Function
Result
Description
Action
089
Microprocessor
Failed
Invalid microprocessor in slot xyz or BIOS setup
problem
1. Check the System
Error log for the
related error
messages.
(where xyz identifies the microprocessor that is
causing the error message)
Processor in socket id xyz is installed but not
functioning
(where xyz identifies the microprocessor that is
causing the error message)
2. If your server does
not have the latest
level BIOS code
installed, update
the BIOS code.
3. If the problem
remains, replace
the xyz
microprocessor and
run the test again.
If the problem persists,
call for service.
Microprocessor in socket id xyz
(where xyz identifies the microprocessor that is
causing the error message)
1. Reseat the
microprocessor.
2. If the problem
remains, replace
the microprocessor.
If the problem persists,
call for service.
Replace the
microprocessor.
Processor in socket id xyz is defective
(where xyz identifies the microprocessor that is
causing the error message)
Test setup error: Application microprocessor not
installed or BIOS setup problem
If the problem persists,
call for service.
1. Verify that the
application
microprocessor is
installed and
seated correctly.
2. If your server does
not have the latest
level BIOS code
installed, update
the BIOS code.
3. If the problem
remains, replace
the application
microprocessor and
run the test again.
If the problem persists,
call for service.
Chapter 2. Solving Problems
37
Code
Function
089
Microprocessor
(continued)
Result
Description
Action
Failed
VRM corresponding to microprocessor in socket
xyz is defective
Replace the VRM.
(where xyz identifies the microprocessor whose
VRM is causing the error message)
VRM corresponding to microprocessor in socket
id xyz is not installed
(where xyz identifies the microprocessor whose
VRM is causing the error message)
091
RIOG port (also
called: RXE
Expansion port)
Failed
Ping rate failure
Receive threshold exceeded
Transmit threshold exceeded
Connection error
092
Scalability port
Failed
(also called: SMP
Expansion port)
Ping rate failure
Receive threshold exceeded
Transmit threshold exceeded
If the problem remains,
call for service.
Install a VRM.
If the problem persists,
call for service.
Verify that cables are
connected correctly
and securely, and try
again.
If the problem persists,
call for service.
Verify that cables are
connected correctly
and securely, and try
again.
Connection error
If the problem persists,
call for service.
155
Active™ Memory
latch
Failed
Active Memory latch mechanism is defective
Call for service.
165
Service
processor
Failed
Service processor BIST indicate failed tests.
Disconnect all server
and option power
cords from the server,
wait 30 seconds,
reconnect, and try
again.
Unable to restart service processor.
I2C Bus Error(s). See System Error Log for
details from both SERVPROC and DIAGS
messages.
I2C Busses xyz bad or devices on these busses
are functioning incorrectly
(where xyz identifies the busses that are causing
the error message)
Failed I2C Bus xyz bad or devices on this bus are
functioning incorrectly
(where xyz identifies the busses that are causing
the error message)
Service processor is temporarily unreachable or
not installed.
38
xSeries 440: Troubleshooting Guide
If problem persists, call
for service.
Code
Function
Result
Description
Action
166
System
management
Failed
ASM adapter may be busy
1. Make sure you
have downloaded
and installed the
latest level of
service processor
code, and then try
again.
ASM communication failed
I2C bus failure
2. Make sure the
cable is firmly
connected to the
ASM adapter and
the system board,
and then try again.
I2C cable disconnected
Restart ASM error
3. Reseat the Remote
Supervisor Adapter,
and then try again.
System management failure
ASM BIST failed
System management hardware on system board
failed.
4. Disconnect all
server and option
power cords from
the server, wait 30
seconds,
reconnect, and try
again.
If problem persists, call
for service.
175
System thermal
Failed
Fan # n
Replace the indicated
fan.
(where n is the number of the failing fan)
180
201
Status display
(light diagnostics
test)
Failed
System memory
Aborted
Temperature sensed on processor board is out of
range
Call for service.
Any failure message
Call for service.
Fan light error
Replace the fan.
Test setup error: Corrupt BIOS code in ROM
If your server does not
have the latest level
BIOS code installed,
update the BIOS code
to the latest level.
Test setup error: Corrupt DMI BIOS, information
in BIOS is not as expected
If the problem persists,
call for service.
Failed
DIMMs in location DIMM n
(where n is the number of the socket that
contains the failing DIMM)
1. Reseat the failing
DIMM.
2. If the problem
remains, replace
the DIMM.
If the problem
persists, call for
service.
Chapter 2. Solving Problems
39
Code
Function
Result
Description
Action
202
Processor cache
Aborted
Test setup error: BIOS cannot access VPD
information
If your server does not
have the latest level
BIOS code installed,
update the BIOS code
to the latest level and
run the diagnostic
program again.
Test setup error: Corrupt DMI BIOS. Information
in BIOS is not as expected
If the problem persists,
call for service.
Test setup error: No L2 cache detected on
microprocessor socket id xyz or BIOS setup
problem
(where xyz identifies the microprocessor that is
causing the error message)
1. If your server does
not have the latest
level BIOS code
installed, update
the BIOS code to
the latest level
2. Run the diagnostic
program again.
Test setup error: Unknown hardware problem
associated with microprocessor in socket id xyz.
(where xyz identifies the microprocessor that is
causing the error message)
3. If the problem
remains, replace
the failing
processor.
If the problem persists,
call for service.
Failed
Microprocessor in socket ID xyz
(where xyz identifies the microprocessor that is
causing the error message)
1. Reseat the
identified
microprocessor.
2. If the problem
remains, replace
the microprocessor.
If the problem persists,
call for service.
Warning
Test setup error: Processor cache is disabled.
Use system setup to enable before retrying the
test
Use the Cache
Control choice from
the Advanced Setup
menu to enable the
processor cache.
If the problem persists,
call for service.
40
xSeries 440: Troubleshooting Guide
Code
Function
Result
Description
Action
203
External cache
Aborted
Test setup error: Hardware problem associated
with microprocessor/system board
Call for service.
Failed
Data pattern test failure
Directory test failure
Set associativity test failure
Memory controller: Internal register test failure
Warning
External cache is disabled
Run the
Configuration/Setup
Utility and enable the
external cache, then
rerun the test.
If the problem persists,
call for service.
206
Diskette drive
Failed
Internal diskette drive bay
Call for service.
215
CD-ROM
Failed
On system board.
Call for service.
Aborted
The CD-ROM drive is not present.
Verify that the cables
are properly connected
to the CD-ROM drive.
If the problem persists,
call for service.
Failed
BIOS drive # n (where n is the drive bay number) Call for service.
217
Hard disk drive
Chapter 2. Solving Problems
41
Code
Function
Result
Description
Action
264
Magnetic tape
drive
Aborted
Test setup error: No tape drive found.
Check the cable and
power connections to
the drive.
See the information
that is provided with
the tape drive.
If the problem persists,
call for service.
Failed
The load/mount test failed for device n on adapter Refer to the
m
information provided
with the tape drive.
(where n is the number of the device and m is the
adapter number)
If the problem persists,
call for service.
The Self-diagnostic failed for device n on adapter
Note: The push button
m.
test is applicable only
(where n is the number of the device and m is the to SCSI tape drives
that have a push
adapter number)
button.
The unload/eject test failed for device n on
adapter m
(where n is the number of the device and m is the
adapter number)
The unload/eject push button test failed for device
n on adapter m
(where n is the number of the device and m is the
adapter number)
The Read/Write Self-diagnostic failed for device n Insert a new tape
cartridge; then, run the
on adapter m
diagnostic test again.
(where n is the number of the device and m is the
See the information
adapter number)
that is provided with
the tape drive.
If the problem persists,
call for service.
301
Keyboard
Failed
On system board keyboard test failed.
1. Verify that the
keyboard cable is
connected.
2. If the problem
remains, replace
the keyboard.
If the problem persists,
call for service.
302
Mouse
305
Video monitor
42
Failed
xSeries 440: Troubleshooting Guide
On system board pointing device test failed.
Replace the pointing
device. If the problem
persists, call for
service.
Any message
See the information
that came with the
monitor.
Code
Function
Result
Description
Action
405
Ethernet
Failed
In PCI slot n
(where n is the PCI slot number in which the
failing Ethernet adapter is installed)
Replace the Ethernet
adapter in slot n. If the
problem persists, call
for service.
On system board
Call for service.
No modem was detected
1. Verify that the
modem is properly
attached to the
server.
415
Analog/digital
modem
Not
applicable
2. If the problem
remains, replace
the modem.
If the problem persists,
call for service.
PCI modem detected but not enabled
1. Change the
configuration to
enable the modem.
2. If the problem
remains, replace
the modem.
If the problem persists,
call for service.
Failed
Modem reset failed
Replace the modem.
If the problem persists,
call for service.
No dialtone detected
1. Make sure that the
phone line attached
to the modem has
a dial tone.
(Connect a phone
to the line and
listen, if
necessary.) If there
is no tone, have
the phone line
serviced.
2. If the problem
remains, replace
the modem.
If the problem persists,
call for service.
Recovering BIOS code
If the BIOS code has become damaged, such as from a power failure during a flash
update, you can recover the BIOS code using the BIOS code page jumper and a
BIOS flash diskette.
Note: You can obtain a BIOS flash diskette from one of the following sources:
v Use the ServerGuide program to make a BIOS flash diskette.
Chapter 2. Solving Problems
43
v Download a BIOS flash diskette from the World Wide Web. Go to
http://www.ibm.com/pc/support/, click IBM Server Support, and make the
selections for your server.
v Contact your IBM service representative.
To recover the BIOS code:
1. Turn off the server and peripheral devices and disconnect all external cables
and power cords; then, remove the cover.
2. Locate the BIOS code page jumper (J28) on the I/O board.
3. Move the jumper from pins 1 and 2 to pins 2 and 3 to enable the BIOS back
page.
4. Reconnect all external cables and power cords and turn on the peripheral
devices.
5. Insert the BIOS flash diskette into the diskette drive.
6. Restart the server. The system begins the power-on self-test (POST) and
BIOS flash.
7. Select 1 - Update POST/BIOS from the menu that contains various flash
(update) options.
8. When prompted as to whether you want to save the current code to a diskette,
press N.
9. When prompted to choose a language, select a language (from 0 to 7) and
press Enter to accept your choice.
10. Do not restart your system at this time.
11. Remove the BIOS flash diskette from the diskette drive.
12. Turn off the server.
13. Move the jumper on J28 to pins 1 and 2 to return to normal startup mode.
14. Restart the server.
15. Replace the cover.
Troubleshooting charts
You can use the troubleshooting charts in this section to find solutions to problems
that have definite symptoms.
Look for the symptom in the left column of the chart. Instructions and probable
solutions to the problem are in the right column.
44
xSeries 440: Troubleshooting Guide
Note: If you have just added new software or a new option and your server is not
working, do the following before using the troubleshooting charts:
1. Remove the software or device that you just added.
2. Run the diagnostic tests to determine if your server is running correctly.
See “Starting the diagnostic programs” on page 33 to test the server. If
the server still does not work and running the diagnostic test programs
does not reveal the problem, call for service.
3. If your server is running correctly, reinstall the new software or new
device.
Table 5. Troubleshooting charts
Symptom
CD-ROM drive problems
Suggested action
Verify that:
1. The IDE channels are enabled in the Configuration/Setup Utility program.
CD-ROM drive is not
recognized.
Diskette drive problems
Diskette drive in-use light stays
on, or the system bypasses the
diskette drive.
Expansion enclosure
problems
The SCSI expansion enclosure
used to work but does not work
now.
2. All cables and jumpers are installed correctly.
3. The correct device driver is installed for the CD-ROM drive.
If there is a diskette in the drive, verify that:
1. The diskette drive is enabled in the Configuration/Setup Utility program.
2. The diskette is good and not damaged. (Try another diskette if you have one.)
3. The diskette contains the necessary files to start the server.
4. Your software program is working properly.
If the diskette drive in-use light stays on, or the system continues to bypass the
diskette drive, call for service.
Verify that:
1. The cables for all external SCSI options are connected correctly.
2. The last option in each SCSI chain, or the end of the SCSI cable, is terminated
correctly.
3. Any external SCSI option is turned on. You must turn on an external SCSI
option before turning on the server.
For more information, see your SCSI and expansion enclosure documentation.
Hard disk drive problems
1. Remove the first drive not recognized and try the hard disk diagnostic test
again.
Not all drives are recognized by
the hard disk diagnostic test
2. If the remaining drives are recognized, replace the drive you removed with a
(Fixed Disk test).
new one.
System stops responding during 1. Remove the hard disk drive being tested when the server stopped responding
hard disk diagnostic.
and try the diagnostic again.
2. If the hard disk diagnostic runs successfully, replace the drive you removed
with a new one.
General problems
Call for service.
Problems such as broken cover
locks or indicator lights not
working.
Intermittent problems
A problem occurs only
occasionally and is difficult to
detect.
Verify that:
1. All cables and cords are connected securely to the rear of the server and
attached options.
2. When the server is turned on, air is flowing from the rear of the server at the
fan grill. If there is no air flow, the fan is not working. This causes the server to
overheat and shut down.
3. Ensure that the SCSI bus and devices are configured correctly and that the last
external device in each SCSI chain is terminated correctly.
If the items above are correct, call for service.
Chapter 2. Solving Problems
45
Table 5. Troubleshooting charts (continued)
Symptom
Keyboard, mouse, or
pointing-device problems.
All or some keys on the
keyboard do not work.
The mouse or pointing device
does not work.
Suggested action
1. Make sure that the keyboard cable is properly connected to the server.
2. Make sure that the server and the monitor are turned on.
3. Try using another keyboard.
If the items above are correct, call for service.
1. Verify that the mouse or pointing-device cable is securely connected and the
device drivers are installed correctly.
2. Try using another mouse or pointing device.
If the problem remains, call for service.
Memory problems
The amount of system memory
displayed is less than the
amount of physical memory
installed.
Verify that:
1. The memory modules are seated properly.
2. You have installed the correct type of memory.
3. If you changed the memory, you updated the memory configuration with the
Configuration/Setup Utility program.
4. All banks of memory on the DIMMs are enabled. The server might have
automatically disabled a DIMM bank when it detected a problem, or a DIMM
bank could have been manually disabled.
Look in the POST error log for error message 289:
v If the DIMM was disabled by a system-management interrupt (SMI), replace the
DIMM.
v If the DIMM was disabled by the user or by POST:
1. Start the Configuration/Setup Utility program.
2. Enable the DIMM.
3. Save the configuration and restart the server.
v If you continue to get this error, replace the DIMM.
If the problem persists, call for service.
Microprocessor problems
The server emits a continuous
tone during POST.
The startup (boot) microprocessor is not working properly.
Verify that the startup microprocessor is seated properly. If it is, replace the startup
microprocessor.
If the problem remains, call for service.
Monitor problems
Testing the monitor.
Some IBM monitors have their own self-tests. If you suspect a problem with your
monitor, see the information that comes with the monitor for adjusting and testing
instructions.
If you still cannot find the problem, call for service.
The screen is blank.
Verify that:
1. The server power cord is plugged into the server and a working electrical
outlet.
2. The monitor cables are connected properly.
3. The monitor is turned on and the Brightness and Contrast controls are adjusted
correctly.
Important: In some memory configurations, the 3-3-3 beep code might sound
during POST followed by a blank display screen. If this occurs and the Boot Fail
Count feature in the Start Options of the Configuration/Setup Utility program is set
to Enabled (its default setting), you must restart the server three times to force the
system BIOS to reset the CMOS values to the default configuration (memory
connector or bank of connectors Enabled).
If the items above are correct and the screen remains blank, call for service.
46
xSeries 440: Troubleshooting Guide
Table 5. Troubleshooting charts (continued)
Symptom
Suggested action
Only the cursor appears.
Call for service.
The monitor works when you
turn on the server but goes
blank when you start some
application programs.
Verify that:
1. The primary monitor cable is connected to the server.
2. You installed the necessary device drivers for the applications.
If the items above are correct and the screen remains blank, call for service.
The screen is wavy, unreadable, If the monitor self-tests show the monitor is working properly, consider the location
rolling, distorted, or has screen of the monitor. Magnetic fields around other devices (such as transformers,
jitter.
appliances, fluorescent lights, and other monitors) can cause screen jitter or wavy,
unreadable, rolling, or distorted screen images. If this happens, turn off the monitor.
(Moving a color monitor while it is turned on might cause screen discoloration.)
Then move the device and the monitor at least 305 mm (12 in.) apart. Turn on the
monitor.
Notes:
1. To prevent diskette drive read/write errors, be sure the distance between
monitors and diskette drives is at least 76 mm (3 in.).
2. Non-IBM monitor cables might cause unpredictable problems.
3. An enhanced monitor cable with additional shielding is available for the 9521
and 9527 monitors. For information about the enhanced monitor cable, contact
your IBM reseller or IBM marketing representative.
If the problem remains, call for service.
Wrong characters appear on the If the wrong language is displayed, update the BIOS code with the correct
screen.
language.
If the problem remains, call for service.
Option problems
An IBM option that was just
installed does not work.
Verify that:
1. The option is designed for the server. See the “Server Support” flowchart for
information about obtaining ServerProven® compatibility information from the
World Wide Web.
2. You followed the installation instructions that came with the option.
3. The option is installed correctly.
4. You have not loosened any other installed options or cables.
5. You updated the configuration information in the Configuration/Setup Utility
program. Whenever memory or an option is changed, you must update the
configuration.
If the problem remains, call for service.
An IBM option that used to work Verify that all of the option hardware and cable connections are secure.
does not work now.
If the option comes with its own test instructions, use those instructions to test the
option.
If the failing option is a SCSI option, verify that:
1. The cables for all external SCSI options are connected correctly.
2. The last option in each SCSI chain, or the end of the SCSI cable, is terminated
correctly.
3. Any external SCSI option is turned on. You must turn on an external SCSI
option before turning on the server.
If the problem remains, call for service.
Chapter 2. Solving Problems
47
Table 5. Troubleshooting charts (continued)
Symptom
Suggested action
Power problems
The server does not power on.
Verify that:
1. The power cables are properly connected to the server.
2. The electrical outlet functions properly.
3. The type of memory installed is correct.
4. If you just installed an option, remove it, and restart the server. If the server
now turns on, you might have installed more options than the power supply
supports.
If the problem remains, call for service.
The server does not power off.
Verify whether you are using an ACPI or non-ACPI operating system.
If you are using a non-ACPI operating system:
1. Press Ctrl+Alt+Delete.
2. Turn off the system by using the power-control button.
If the problem remains or if you are using an ACPI-aware operating system, call for
service.
Software problem
Suspected software problem.
To determine if problems are caused by the software, verify that:
1. Your server has the minimum memory requirements needed to use the
software. For memory requirements, refer to the information that comes with
the software.
Note: If you have just installed an adapter or memory, you might have a
memory address conflict.
2. The software is designed to operate on your server.
3. Other software works on your server.
4. The software that you are using works on another system.
If you received any error messages when using the software program, refer to the
information that comes with the software for a description of the messages and
solutions to the problem.
If the items above are correct and the problem remains, contact your place of
purchase.
Universal Serial Bus (USB)
port problems
A USB device does not work.
Verify that:
1. You are not trying to use a USB device during POST if you have a standard
(non-USB) keyboard attached to the keyboard port.
Note: If a standard (non-USB) keyboard is attached to the keyboard port, the
USB is disabled and no USB device will work during POST.
2. The correct USB device driver is installed.
3. Your operating system supports USB devices.
If the problem still exists, call for service.
Troubleshooting an Ethernet controller
This section provides troubleshooting information for problems that might occur with
a 10/100/1000-MBps Ethernet controller.
Network connection problems
If an Ethernet controller cannot connect to the network, check the following:
v Make sure that the cable is installed correctly.
The network cable must be securely attached at all connections. If the cable is
attached but the problem persists, try a different cable.
If you set the Ethernet controller to operate at 100 or 1000 MBps, you must use
Category 5 cabling.
48
xSeries 440: Troubleshooting Guide
If you directly connect two workstations (without a hub), or if you are not using a
hub with X ports, use a crossover cable.
v
v
v
v
v
Note: To determine whether a hub has an X port, check the port label. If the
label contains an X, the hub has an X port.
Determine if the hub supports auto-negotiation. If not, try configuring the
integrated Ethernet controller manually to match the speed and duplex mode of
the hub.
Make sure that you are using the correct device drivers, supplied with your
server.
Check for operating-system-specific causes for the problem.
Make sure that the device drivers on the client and server are using the same
protocol.
Test the Ethernet controller.
How you test the Ethernet controller depends on which operating system you are
using (see the Ethernet controller device driver README file).
Ethernet controller troubleshooting chart
You can use the following troubleshooting chart to find solutions to
10/100/1000-MBps Ethernet controller problems that have definite symptoms.
Table 6. Ethernet troubleshooting chart
Ethernet controller problem Suggested action
The server stops running
when loading device drivers.
The PCI BIOS interrupt settings are incorrect.
Check the following:
v Determine if the interrupt (IRQ) setting assigned to the Ethernet controller is also
assigned to another device in the Configuration/Setup Utility program.
Although interrupt sharing is allowed for PCI devices, some devices do not function
well when they share an interrupt with a dissimilar PCI device. Try changing the
IRQ assigned to the Ethernet controller or the other device. For example, for
NetWare Versions 3 and 4, it is recommended that disk controllers not share
interrupts with LAN controllers.
v Make sure that you are using the most recent device driver available from the
World Wide Web.
v Run the network diagnostic program.
If the problem remains, call for service.
Data is incorrect or sporadic.
Check the following:
v Make sure that you are using Category 5 cabling when operating the server at 100
MBps.
v Make sure that the cables do not run close to noise-inducing sources like
fluorescent lights.
The Ethernet controller
Check the following:
v Make sure that the cable is connected to the Ethernet controller.
stopped working when
another adapter was added to v Make sure that your PCI system BIOS is current.
the server.
v Reseat the adapter.
v Determine if the interrupt (IRQ) setting assigned to the Ethernet adapter is also
assigned to another device in the Configuration/Setup Utility program.
Although interrupt sharing is allowed for PCI devices, some devices do not function
well when they share an interrupt with a dissimilar PCI device. Try changing the
IRQ assigned to the Ethernet adapter or the other device.
If the problem remains, call for service.
Chapter 2. Solving Problems
49
Table 6. Ethernet troubleshooting chart (continued)
Ethernet controller problem Suggested action
The Ethernet controller
stopped working without
apparent cause.
Check the following:
v Run diagnostics for the Ethernet controller.
v Try a different connector on the hub.
v Reinstall the device drivers. Refer to your operating-system documentation and to
the ServerGuide information.
If the problem remains, call for service.
50
xSeries 440: Troubleshooting Guide
Getting information, help, and service
If you need help, service, or technical assistance or just want more information
about IBM products, you will find a wide variety of sources available from IBM to
assist you. This section contains information about where to go for additional
information about IBM and IBM products, what to do if you experience a problem
with your computer, and whom to call for service should it be necessary.
Getting information
Information about your IBM server product and preinstalled software, if any, is
available in the documentation that comes with your server. That documentation
includes printed books, online books, README files, and help files. In addition,
information about IBM products is available on the World Wide Web and through
the IBM Automated Fax System.
Using the World Wide Web
On the World Wide Web, the IBM Web site has up-to-date information about IBM
products and support. The address for the IBM Personal Computing home page is
http://www.ibm.com/pc/.
You can find support information for your IBM products at
http://www.ibm.com/pc/support/.
If you click Profile from the support page, you can create a customized support
page that is specific to your hardware, complete with Frequently Asked Questions,
Parts Information, Technical Hints and Tips, and Downloadable Files. In addition,
you can choose to receive e-mail notifications whenever new information becomes
available about your registered products.
You also can order publications through the IBM Publications Ordering System at
http://www.elink.ibmlink.ibm.com/public/applications/publications/cgibin/pbi.cgi.
Getting information by fax
If you have a touch-tone telephone and access to a fax machine, in the U.S. and
Canada, you can receive, by fax, marketing and technical information on many
topics, including hardware, operating systems, and local area networks (LANs).
You can call the IBM Automated Fax System 24 hours a day, 7 days a week. Follow
the recorded instructions, and the requested information will be sent to your fax
machine. In the U.S. and Canada, to access the IBM Automated Fax System, call
1-800-426-3395.
Getting help and service
If you have a problem with your server product, you will find a wide variety of
sources available to help you.
Using the documentation and diagnostic programs
Many problems can be solved without outside assistance. If you experience a
problem with your server product, the first place to start is the troubleshooting
information in your IBM documentation. If you suspect a software problem, see the
documentation, including README files and online help, that comes with the
operating system or application program.
Most IBM server products come with a set of diagnostic programs that you can use
to help you identify hardware problems. See the troubleshooting information in your
IBM documentation for instructions on using the diagnostic programs.
Chapter 2. Solving Problems
51
The troubleshooting information or the diagnostic programs might tell you that you
need additional or updated device drivers or other software. IBM maintains pages
on the World Wide Web where you can get the latest technical information and
download device drivers and updates. To access these pages, go to
http://www.ibm.com/pc/support/ and follow the instructions.
Calling for service
If you have tried to correct the problem yourself and still need help, during the
warranty period, you can get help and information by telephone through the IBM
HelpCenter®. The following services are available during the warranty period:
v Problem determination - Trained personnel are available to assist you with
determining if you have a hardware problem and deciding what action is
necessary to fix the problem.
v IBM hardware repair - If the problem is determined to be caused by IBM
hardware under warranty, trained service personnel are available to provide the
applicable level of service.
v Engineering Change management - Occasionally, there might be changes that
are required after a product has been sold. IBM or your reseller, if authorized by
IBM, will make selected Engineering Changes (ECs) available that apply to your
hardware.
The following items are not covered:
v Replacement or use of non-IBM parts or nonwarranted IBM parts. All warranted
parts contain a 7-character identification in the format IBM FRU XXXXXXX.
v Identification of software problem sources.
v Configuration of BIOS as part of an installation or upgrade.
v Changes, modifications, or upgrades to device drivers.
v Installation and maintenance of network operating systems (NOS).
v Installation and maintenance of application programs.
Refer to your IBM Statement of Limited Warranty for a full explanation of IBM
warranty terms. Be sure to retain your proof of purchase to obtain warranty service.
In the U.S. and Canada, these services are available 24 hours a day, 7 days a
week. In the U.K., these services are available Monday through Friday, from 9:00
a.m. to 6:00 p.m.
Note: Response times vary; may exclude some holidays.
Please have the following information ready when you call:
v Machine type and model
v Serial numbers of your IBM hardware products
v Description of the problem
v Exact wording of any error messages
v Hardware and software configuration information
Telephone numbers
Phone numbers are subject to change without notice. For the most up-to-date
phone numbers, go to http://www.ibm.com/pc/support/ and click Support Phone
List.
52
xSeries 440: Troubleshooting Guide
Country
Telephone number
Austria
Österreich
01-24 592 5901
Belgium - Dutch
Belgie
02-210 9820
Belgium - French
Belgique
02-210 9800
Canada
Toronto only
416-383-3344
Canada
Canada - all other
1-800-565-3344
Denmark
Danmark
45 20 82 00
Finland
Suomi
09-22 931 840
France
France
02 38 55 74 50
Germany
Deutschland
07032-1549 201
Ireland
Ireland
01-815 9202
Italy
Italia
02-7031 6101
Luxembourg
Luxembourg
298-977 5063
Netherlands
Nederland
020-514 5770
Norway
Norge
23 05 32 40
Portugal
Portugal
21-791 51 47
Spain
España
91-662 49 16
Sweden
Sverige
08-477 4420
Switzerland
Schweiz/Suisse/Svizzera
058-333 0900
United Kingdom
United Kingdom
01475-555 055
U.S.A. and Puerto Rico
U.S.A. and Puerto Rico
1-800-772-2227
In all other countries or regions, contact your IBM reseller or IBM marketing
representative.
International Warranty Service
If you travel with your server product or relocate it to a country where your server
machine type is sold and serviced by IBM or by IBM resellers who are authorized to
perform warranty service, International Warranty Service is available for your server
product.
Service methods and procedures vary by country, and some services might not be
available in all countries. International Warranty Service is delivered through the
method of service (such as depot, carry-in, or on-site service) that is provided in the
servicing country. Service centers in certain countries might not be able to service
all models of a particular machine type. In some countries, fees and restrictions
might apply at the time of service.
To determine whether your server product is eligible for International Warranty
Service and to view a list of the countries where service is available, go to
http://www.ibm.com/pc/support/, and click Warranty Lookup. Eligible IBM server
products are identified by their four-digit machine types. For more information about
International Warranty Service, see Service Announcement 601-034 at
http://www.ibm.com/. Click Support & downloads, click Announcement letters,
and click Announcements search. In the Search by letter number only field,
type 601-034, and click Search.
Chapter 2. Solving Problems
53
Purchasing additional services
During and after the warranty period, you can purchase additional services, such as
support for IBM and non-IBM hardware, operating systems, and application
programs; network setup and configuration; upgraded or extended hardware repair
services; and custom installations. Service availability and service name might vary
by country or region.
For more information about these services, contact your IBM marketing
representative.
54
xSeries 440: Troubleshooting Guide
Appendix. Notices
This publication was developed for products and services offered in the U.S.A.
IBM may not offer the products, services, or features discussed in this document in
other countries. Consult your local IBM representative for information on the
products and services currently available in your area. Any reference to an IBM
product, program, or service is not intended to state or imply that only that IBM
product, program, or service may be used. Any functionally equivalent product,
program, or service that does not infringe any IBM intellectual property right may be
used instead. However, it is the user’s responsibility to evaluate and verify the
operation of any non-IBM product, program, or service.
IBM may have patents or pending patent applications covering subject matter
described in this document. The furnishing of this document does not give you any
license to these patents. You can send license inquiries, in writing, to:
IBM Director of Licensing
IBM Corporation
North Castle Drive
Armonk, NY 10504-1785
U.S.A.
INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS
PUBLICATION “AS IS” WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS
OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES
OF NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A
PARTICULAR PURPOSE. Some states do not allow disclaimer of express or
implied warranties in certain transactions, therefore, this statement may not apply to
you.
This information could include technical inaccuracies or typographical errors.
Changes are periodically made to the information herein; these changes will be
incorporated in new editions of the publication. IBM may make improvements and/or
changes in the product(s) and/or the program(s) described in this publication at any
time without notice.
Any references in this publication to non-IBM Web sites are provided for
convenience only and do not in any manner serve as an endorsement of those
Web sites. The materials at those Web sites are not part of the materials for this
IBM product, and use of those Web sites is at your own risk.
IBM may use or distribute any of the information you supply in any way it believes
appropriate without incurring any obligation to you.
Edition notice
© COPYRIGHT INTERNATIONAL BUSINESS MACHINES CORPORATION, 2002.
All rights reserved.
Note to U.S. Government Users — Documentation related to restricted rights —
Use, duplication or disclosure is subject to restrictions set forth in GSA ADP
Schedule Contract with IBM Corp.
© Copyright IBM Corp. 2002
55
Trademarks
The following terms are trademarks of International Business Machines Corporation
in the United States, other countries, or both:
Alert on LAN
Active PCI-X
Active PCI
Active Memory
Chipkill
EtherJet
e-business logo
HelpCenter
HelpWare
IBM
Light Path Diagnostics
Memory ProteXion
NetBAY
OS/2 WARP
Predictive Failure Analysis
ServeRAID
ServerGuide
ServerProven
TechConnect
Tivoli
Tivoli Enterprise
Update Connector
Wake on LAN
X-Architecture
XA-32
XceL4
XpandOnDemand
xSeries
Lotus and Domino are trademarks of Lotus Development Corporation and/or IBM
Corporation in the United States, other countries, or both.
Intel, Celeron, MMX, LANDesk, Pentium, Pentium II Xeon, and Pentium III Xeon are
trademarks of Intel Corporation in the United States, other countries, or both.
Microsoft, Windows, and Windows NT are trademarks of Microsoft Corporation in
the United States, other countries, or both.
UNIX is a registered trademark of The Open Group in the United States and other
countries.
Java and all Java-based trademarks and logos are trademarks or registered
trademarks of Sun Microsystems, Inc. in the United States, other countries, or both.
Linux is a registered trademark of Linus Torvalds.
Other company, product, or service names may be the trademarks or service marks
of others.
Important notes
Processor speeds indicate the internal clock speed of the microprocessor; other
factors also affect application performance.
CD-ROM drive speeds list the variable read rate. Actual speeds vary and are often
less than the maximum possible.
When referring to processor storage, real and virtual storage, or channel volume,
KB stands for approximately 1000 bytes, MB stands for approximately 1000000
bytes, and GB stands for approximately 1000000000 bytes.
56
xSeries 440: Troubleshooting Guide
When referring to hard disk drive capacity or communications volume, MB stands
for 1 000 000 bytes, and GB stands for 1 000 000 000 bytes. Total user-accessible
capacity may vary depending on operating environments.
Maximum internal hard disk drive capacities assume the replacement of any
standard hard disk drives and population of all hard disk drive bays with the largest
currently supported drives available from IBM.
Maximum memory may require replacement of the standard memory with an
optional memory module.
IBM makes no representation or warranties regarding non-IBM products and
services that are ServerProven«, including but not limited to the implied warranties
of merchantability and fitness for a particular purpose. These products are offered
and warranted solely by third parties.
Unless otherwise stated, IBM makes no representations or warranties with respect
to non-IBM products. Support (if any) for the non-IBM products is provided by the
third party, not IBM.
Some software may differ from its retail version (if available), and may not include
user manuals or all program functionality.
Power cords
For your safety, IBM provides a power cord with a grounded attachment plug to use
with this IBM product. To avoid electrical shock, always use the power cord and
plug with a properly grounded outlet.
IBM power cords used in the United States and Canada are listed by Underwriter’s
Laboratories (UL) and certified by the Canadian Standards Association (CSA).
For units intended to be operated at 115 volts: Use a UL-listed and CSA-certified
cord set consisting of a minimum 18 AWG, Type SVT or SJT, three-conductor cord,
a maximum of 15 feet in length and a parallel blade, grounding-type attachment
plug rated 15 amperes, 125 volts.
For units intended to be operated at 230 volts (U.S. use): Use a UL-listed and
CSA-certified cord set consisting of a minimum 18 AWG, Type SVT or SJT,
three-conductor cord, a maximum of 15 feet in length and a tandem blade,
grounding-type attachment plug rated 15 amperes, 250 volts.
For units intended to be operated at 230 volts (outside the U.S.): Use a cord set
with a grounding-type attachment plug. The cord set should have the appropriate
safety approvals for the country in which the equipment will be installed.
IBM power cords for a specific country or region are usually available only in that
country or region.
IBM power cord part
number
Used in these countries and regions
13F9940
Argentina, Australia, China (PRC), New Zealand, Papua New
Guinea, Paraguay, Uruguay, Western Samoa
Appendix. Notices
57
58
IBM power cord part
number
Used in these countries and regions
13F9979
Afghanistan, Algeria, Andorra, Angola, Austria, Belgium, Benin,
Bulgaria, Burkina Faso, Burundi, Cameroon, Central African Rep.,
Chad, China (Macau S.A.R.), Czech Republic, Egypt, Finland,
France, French Guiana, Germany, Greece, Guinea, Hungary,
Iceland, Indonesia, Iran, Ivory Coast, Jordan, Lebanon,
Luxembourg, Malagasy, Mali, Martinique, Mauritania, Mauritius,
Monaco, Morocco, Mozambique, Netherlands, New Caledonia,
Niger, Norway, Poland, Portugal, Romania, Senegal, Slovakia,
Spain, Sudan, Sweden, Syria, Togo, Tunisia, Turkey, former
USSR, Vietnam, former Yugoslavia, Zaire, Zimbabwe
13F9997
Denmark
14F0015
Bangladesh, Burma, Pakistan, South Africa, Sri Lanka
14F0033
Antigua, Bahrain, Brunei, Channel Islands, China (Hong Kong
S.A.R.), Cyprus, Dubai, Fiji, Ghana, India, Iraq, Ireland, Kenya,
Kuwait, Malawi, Malaysia, Malta, Nepal, Nigeria, Polynesia, Qatar,
Sierra Leone, Singapore, Tanzania, Uganda, United Kingdom,
Yemen, Zambia
14F0051
Liechtenstein, Switzerland
14F0069
Chile, Ethiopia, Italy, Libya, Somalia
14F0087
Israel
1838574
Thailand
6952301
Bahamas, Barbados, Bermuda, Bolivia, Brazil, Canada, Cayman
Islands, Colombia, Costa Rica, Dominican Republic, Ecuador, El
Salvador, Guatemala, Guyana, Haiti, Honduras, Jamaica, Japan,
Korea (South), Liberia, Mexico, Netherlands Antilles, Nicaragua,
Panama, Peru, Philippines, Saudi Arabia, Suriname, Taiwan,
Trinidad (West Indies), United States of America, Venezuela
xSeries 440: Troubleshooting Guide
Index
B
internal connectors (continued)
SMP Expansion Module 10
beep codes, POST 17
BIOS code, recovering 43
J
C
CD-ROM
problems 45
components
location of 8
Remote Supervisor Adapter
jumper
BIOS code page
44
K
13
D
diagnostic
error code format 32
error message tables 34
error messages 32
programs 32
programs, starting 33
text messages 32
tools 15
diskette drive
problem 45
display problems 46
E
error
diagnostic code format 32
log 26
messages 32
error log, viewing 26, 34
error messages
diagnostic 32, 34
POST 20
SCSI 31
Ethernet
troubleshooting information 48
expansion
enclosure problems 45
keyboard
problems
46
L
LEDs
front view 2
rear view 4
Light Path Diagnostics
feature 26
panel 27
using 26
Light Path Diagnostics table
28
M
memory
problems 46
messages
diagnostic error 32, 34
diagnostic text 32
POST error 20
SCSI error 31
microprocessor
problem 46
monitor problems 46
mouse
problems 46
N
H
network
connection problems
notes, important 56
hardware
problems 15
hardware, major 8
O
option
problems
48
47
I
I/O board
internal connectors 13
intermittent problems 45
internal connectors
I/O board 13
PCI-X 12
© Copyright IBM Corp. 2002
P
PCI-X
internal connectors
pointing device
problems 46
12
59
POST (Power-on self test)
beep codes 15, 17
error log 26
error logs 15
error messages 15, 20
POST (power-on self-test)
overview 17
power
problems 48
problems
CD-ROM drive 45
diskette drive 45
expansion enclosure 45
hardware 15
intermittent 45
keyboard 46
memory 46
microprocessor 46
monitor 46
mouse 46
network connection 48
option 47
pointing device 46
power 48
software 48
solving 15
USB port 48
Remote Supervisor Adapter
component locations 13
restoring BIOS 43
S
SCSI
error messages 31
ServerGuide
error symptoms 30
service summary 51
SMP
Expansion Module
internal connectors
software
problems 48
T
test log, viewing 34
trademarks 56
troubleshooting
charts 15, 44
Ethernet controller
tools 15
48
U
R
recovering BIOS
60
43
xSeries 440: Troubleshooting Guide
Universal Serial Bus (USB)
problems 48
10
IBM
Part Number: 48P9759
Printed in the United States of America.
48P9759

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