Chapter 4. Solving Problems

This chapter helps you identify and solve problems that might occur while you are using the system.

Resetting the System

To do this:

Press:

Soft boot reset, which clears system memory and reloads the operating system.

Ctrl+Alt+Del

Clear system memory, restart POST, and reload the operating system.

Reset button

Cold boot reset, which clears system memory, restarts POST, reloads the operating system, and halts power to all peripherals.

Power off/on


Initial System Startup

Problems that occur at initial system startup are usually caused by incorrect installation or configuration. Hardware failure is a less frequent cause. Use the following checklist to help determine the source of a failure.

Checklist

  • Are all cables correctly connected and secured?

  • Are the processors fully seated in their slots on the baseboard?

  • Are all add-in ISA and PCI boards fully seated in their slots on the baseboard?

  • Are all switch and jumper settings on the baseboard correct?

  • Are all jumper and switch settings on add-in boards and peripheral devices correct? To check these settings, refer to the manufacturer's documentation that comes with them. If applicable, ensure that there are no conflicts—for example, two add-in boards sharing the same interrupt.

  • Are all DIMMs installed correctly?

  • Are all peripheral devices installed correctly?

  • If the system has a hard disk drive, is it properly formatted or configured?

  • Are all device drivers properly installed?

  • Are the configuration settings made with the SSU correct?

  • Is the operating system properly loaded? Refer to the operating system documentation.

  • Did you press the system power on/off switch on the front panel to turn the server on (power–on light should be lit)?

  • Are the system power cords properly connected to the system and plugged into a NEMA 5–15R outlet for 100-120 V~ or a NEMA 6-15R outlet for 200-240 V~?

  • Is AC power available at the wall outlet?

  • If these items are correct but the problem recurs, see “More Problem-solving Procedures”.

Running New Application Software

Problems that occur when you run new application software are usually related to the software. Faulty equipment is much less likely, especially if other software runs correctly.

Checklist

  • Does the system meet the minimum hardware requirements for the software? See the software documentation.

  • Is the software an authorized copy? If not, get one; unauthorized copies often do not work.

  • If you are running the software from a diskette, is it a good copy?

  • If you are running the software from a CD-ROM disk, is the disk scratched or dirty?

  • If you are running the software from a hard disk drive, is the software correctly installed? Were all necessary procedures followed and files installed?

  • Are the correct device drivers installed?

  • Is the software correctly configured for the system?

  • Are you using the software correctly?

  • If the problems persist, contact the software vendor's customer service representative.

After the System Has Been Running Correctly

Problems that occur after the system hardware and software have been running correctly often indicate equipment failure. Many situations that are easy to correct, however, can also cause such problems; sometimes the problem stems from changes made to the system, such as hardware or software that has been added or removed.

Checklist

  • If you are running the software from a diskette, try a new copy of the software.

  • If you are running the software from a CD-ROM disk, try a different disk to see if the problem occurs on all disks.

  • If you are running the software from a hard disk drive, try running it from a diskette. If the software runs correctly, there may be a problem with the copy on the hard disk drive. Reinstall the software on the hard disk, and try running it again. Make sure all necessary files are installed.

  • If the problems are intermittent, there may be a loose cable, dirt in the keyboard (if keyboard input is incorrect), a marginal power supply, or other random component failures.

  • If you suspect that a transient voltage spike, power outage, or brownout might have occurred, reload the software and try running it again. (Symptoms of voltage spikes include a flickering video display, unexpected system reboots, and the system not responding to user commands.)


Note: Random errors in data files: if you are getting random errors in your data files, they may be getting corrupted by voltage spikes on your power line. If you are experiencing any of the above symptoms that might indicate voltage spikes on the power line, you may want to install a surge suppressor between the power outlet and the system power cords.


More Problem-solving Procedures

The following subsections provide a more detailed approach to identifying a problem and locating its source.

Preparing the System for Diagnostic Testing


Caution: Turn off devices before disconnecting cables: before disconnecting any peripheral cables from the system, turn off the system and any external peripheral devices. Failure to do so can cause permanent damage to the system and/or the peripheral devices.


  1. Turn off the system and all external peripheral devices. Disconnect all of them from the system, except the keyboard and video monitor.

  2. Make sure the system power cords are plugged into a properly grounded AC outlet.

  3. Make sure your video display monitor and keyboard are correctly connected to the system. Turn on the video monitor. Set its brightness and contrast controls to at least two-thirds of their maximum ranges (see the documentation supplied with your video display monitor).

  4. If the operating system normally loads from the hard disk drive, make sure there is no diskette in drive A. Otherwise, place a diskette containing the operating system files in drive A.

  5. Turn on the system. If the power LED does not light, see “Power Light Does Not Light”.

Using PCDiagnostics

A diagnostics package for the system is contained on the configuration software CD that comes with the system. For documentation about the test modules, see the Diagnostic help disks that end with the extension .HLP. They are ASCII files that you can print to form a manual of all tests in this product.

  • The program called Testview uses a simple DOS-based menu system.

  • The program called T.EXE is a noninteractive test executable used to run test program modules from DOS batch files.

  • The README.TXT file for diagnostics tells how to install the program.


Caution: Read help information for a test before running it: the diagnostic package contains many optional tests that should be used only by a user with advanced technical knowledge. Inadvertent actions could be damaging, such as running a hard drive write test on a hard disk. All tests that require external hardware, user interaction, or are destructive, are disabled in the default configurations. Before using such a test, make sure you read and understand the help information for that test.


Monitoring POST

For detailed information on POST see the section “Power-on Self Test (POST)” in Chapter 3.

Verifying Proper Operation of Key System Lights

As POST determines the system configuration, it tests for the presence of each mass storage device installed in the system. As each device is checked, its activity light should turn on briefly. Check for the following:

Confirming Loading of the Operating System

Once the system boots up, the operating system prompt appears on the screen. The prompt varies according to the operating system. If the operating system prompt does not appear, see “Initial System Startup”.

Specific Problems and Corrective Actions

This section provides possible solutions for these specific problems:

  • Power light does not light.

  • No beep or incorrect beep pattern.

  • No characters appear on screen.

  • Characters on the screen appear distorted or incorrect.

  • System cooling fans do not rotate.

  • Diskette drive activity light does not light.

  • Hard disk drive activity light does not light.

  • CD-ROM drive activity light does not light.

  • Problems with application software.

  • The startup prompt Press F2 key if you want to run Setup does not appear on the screen.

  • The bootable CD-ROM is not detected.

Try the solutions in the order given. If you cannot correct the problem, contact your service representative for assistance.

Power Light Does Not Light

Check the following:

  • Are all the power supplies plugged in? Is the power turned on to the power strip or outlet? Do you have a blown fuse or breaker?

  • Is the system operating normally? If so, the power LED is probably defective or the cable from the front panel to the baseboard is loose.

  • Are there other problems with the system? If so, check the items listed under “System Cooling Fans Do Not Rotate Properly.”

If all items are correct and problems persist, contact your service representative or authorized dealer for assistance.

No Beep Codes

If the system operates normally, but there was no beep, the speaker may be defective. If the speaker is enabled, but the speaker does not function, contact your service representative or authorized dealer for assistance.

Record the beep code emitted by POST, and see “Error and Informational Messages”.

No Characters Appear on Screen

If there are no characters on the screen check the following:

  • Is the keyboard working? Check to see that the Num Lock light is functioning.

  • Is the video monitor plugged in and turned on? Many modern video monitors shut down when inactive and may require a moment to warm up when activated.

  • Are the brightness and contrast controls on the video monitor properly adjusted?

  • Are the video monitor switch settings correct?

  • Is the video monitor signal cable properly installed?

  • Is the onboard video controller enabled?

If you are using an add-in video controller board, do the following:

  1. Verify that the video controller board is fully seated in the baseboard connector (and verify that the video monitor is plugged in to the ACTIVE video controller).

  2. Reboot the system for changes to take effect.

  3. If there are still no characters on the screen after you reboot the system and POST emits a beep code, write down the beep code you hear. This information is useful for your service representative.

  4. If you do not receive a beep code and characters do not appear, the video display monitor or video controller may have failed. You can verify this by trying the monitor on another system or trying a different monitor on this system. Contact your service representative or authorized dealer for assistance.

Characters Are Distorted or Incorrect

Check the following:

  • Are the brightness and contrast controls properly adjusted on the video monitor? See the manufacturer's documentation.

  • Are the video monitor signal and power cables properly installed?

  • Is the correct monitor/video board installed for your operating system?

If the problem persists, the video monitor may be faulty or it may be the incorrect type. Contact your service representative for assistance.

System Cooling Fans Do Not Rotate Properly

If the system cooling fans are not operating properly, system components could be damaged. Check the following:

  • Is AC power available at the wall outlet?

  • Are the system power cords properly connected to the system and the wall outlet?

  • Did you press the power on/off push-button switch?

  • Is the power-on light lit?

  • Have any of the fan motors stopped (use the server management subsystem to check the fan status)?

  • Are the fan power connectors properly connected to the baseboard?

  • Is the cable from the front panel board connected to the baseboard?

  • Are the power supply cables properly connected to the baseboard?

  • Are there any shorted wires caused by pinched cables or power connector plugs forced into power connector sockets the wrong way?

If the switches and connections are correct and AC power is available at the wall outlet, contact your service representative for assistance.

Diskette Drive Activity Light Does Not Light

Check the following:

  • Are the diskette drive power and signal cables properly installed?

  • Are all relevant switches and jumpers on the diskette drive set correctly?

  • Is the diskette drive properly configured?

  • Is the diskette drive activity light always on? If so, the signal cable may be plugged in incorrectly.

If you are using the onboard diskette controller, use the SSU to make sure that Onboard Floppy is set to Enabled. If you are using an add-in diskette controller, make sure that Onboard Floppy is set to Disabled. To run the SSU, see “When to Run the SSU” in Chapter 3.

If the problem persists, there may be a problem with the diskette drive, baseboard, or drive signal cable. Contact your service representative for assistance.

Hard Disk Drive Activity Light Does Not Light

If you have installed one or more hard disk drives in your system, check the following:

  • Are the power and signal cables to the drive properly installed?

  • Are all relevant switches and jumpers on the hard drive and adapter board set correctly?

  • Is the onboard IDE controller enabled? (IDE hard drives only)

  • Is the hard disk drive properly configured?


Note: Front panel hard disk LED indicates IDE and SCSI devices: the hard disk drive activity light on the front panel lights when either an IDE hard disk drive, or a SCSI device controlled by the onboard SCSI host controller, is in use. This LED does not display CD-ROM activity.


CD-ROM Drive Activity Light Does Not Light

Check the following:

  • Are the power and signal cables to the CD-ROM drive properly installed?

  • Are all relevant switches and jumpers on the drive set correctly?

  • Is the drive properly configured?

  • Is the onboard IDE controller enabled?


Note: Front panel hard disk LED indicates IDE and SCSI devices: the hard disk drive activity light on the front panel lights when either an IDE hard disk drive, or a SCSI device controlled by the onboard SCSI host controller, is in use. This LED does not display CD-ROM activity.


Network Problems

If you have network problems, consult the documentation that came with the network board you purchased for this server.

PCI Installation Tips

Some common PCI tips are listed here.

  • Reserve interrupts (IRQs) and/or memory addresses specifically for ISA adapters. This prevents PCI boards from trying to use the same settings ISA boards are using. Use the SSU to keep track of ISA adapter resources.

  • Certain drivers may require interrupts that are not shared with other PCI drivers. The SSU can be used to adjust the interrupt numbers for PCI devices. For certain drivers, it may be necessary to alter settings so that interrupts are not shared.

  • Check PCI interrupt interdependencies among slots and onboard devices.

Problems with Application Software

If you have problems with application software, do the following:

  • Verify that the software is properly configured for the system. See the software installation and operation documentation for instructions on setting up and using the software.

  • Try a different copy of the software to see if the problem is with the copy you are using.

  • Make sure all cables are installed correctly.

  • Verify that the baseboard jumpers are set correctly.

  • If other software runs correctly on the system, contact your vendor about the failing software.

If the problem persists, contact the software vendor's customer service representative for assistance.

Bootable CD-ROM Is Not Detected

Check the following:

  • Is the BIOS set to allow the CD-ROM to be the first bootable device?

Error and Informational Messages

When you turn on the system, POST displays messages that provide information about the system. If a failure occurs, POST emits beep codes that indicate errors in hardware, software, or firmware. If POST can display a message on the video display screen, it causes the speaker to beep twice as the message appears.

POST Codes and Countdown Codes

The BIOS indicates the current testing phase during POST after the video adapter has been successfully initialized by outputting a 2-digit hex code to I/O location 80h. If a port-80h ISA POST board is installed, it displays the 2-digit code on a pair of hex display LEDs, see Table 4-1.

Table 4-1. Port-80 Codes

Normal Port 80 Codes

Beeps

Error

02

 

Verify Real Mode

04

 

Get processor type

06

 

Initialize system hardware

08

 

Initialize chipset registers with initial POST values

09

 

Set in POST flag

0A

 

Initialize processor registers

0B

 

Enable processor cache

0C

 

Initialize caches to initial POST values

0E

 

Initialize I/O

0F

 

Initialize the local bus IDE

10

 

Initialize Power Management

11

 

Load alternate registers with initial POST valuesnew

12

 

Restore processor control word during warm boot

14

 

Initialize keyboard controller

16

1-2-2-3

BIOS ROM checksum

18

 

8254 timer initialization

1A

 

8237 DMA controller initialization

1C

 

Reset Programmable Interrupt Controller

20

1-3-1-1

Test DRAM refresh

22

1-3-1-3

Test 8742 Keyboard Controller

24

 

Set ES segment register to 4 GB

28

1-3-3-1

Autosize DRAM

2A

 

Clear 512K base RAM

2C

1-3-4-1

RAM failure on address line xxxx*

2E

1-3-4-3

RAM failure on data bits xxxx* of low byte of memory bus

30

1-4-1-1

RAM failure on data bits xxxx* of high byte of memory bus

32

 

Test processor bus-clock frequency

34

 

Test CMOS

35

 

RAM Initialize alternate chipset registers

36

 

Warm start shut down

37

 

Reinitialize the chipset (MB only)

38

 

Shadow system BIOS ROM

39

 

Reinitialize the cache (MB only)

3A

 

Autosize cache

3C

 

Configure advanced chipset registers

3D

 

Load alternate registers with CMOS valuesnew

40

 

Set Initial processor speed new

42

 

Initialize interrupt vectors

44

 

Initialize BIOS interrupts

46

2-1-2-3

Check ROM copyright notice

47

 

Initialize manager for PCI Option ROMs

48

 

Check video configuration against CMOS

49

 

Initialize PCI bus and devices

4A

 

Initialize all video adapters in system

4B

 

Display QuietBoot screen

4C

 

Shadow video BIOS ROM

4E

 

Display copyright notice

50

 

Display processor type and speed

51

 

Initialize EISA board

52

 

Test keyboard

54

 

Set key click if enabled

56

 

Enable keyboard

58

2-2-3-1

Test for unexpected interrupts

5A

 

Display prompt Press F2 to enter SETUP

5C

 

Test RAM between 512K and 640K

60

 

Test extended memory

62

 

Test extended memory address lines

64

 

Jump to UserPatch1

66

 

Configure advanced cache registers

68

 

Enable external and processor caches

6A

 

Display external cache size

6C

 

Display shadow message

6E

 

Display non-disposable segments

70

 

Display error messages

72

 

Check for configuration errors

74

 

Test real-time clock

76

 

Check for keyboard errors

7A

 

Test for key lock on

74

 

Test real-time clock

76

 

Check for keyboard errors

7A

 

Test for key lock on

7C

 

Set up hardware interrupt vectors

7E

 

Test coprocessor if present

80

 

Detect and install external RS-232 ports

82

 

Detect and install external parallel ports

85

 

Initialize PC-compatible PnP ISA devices

86

 

Re-initialize on board I/O ports

88

 

Initialize BIOS Data Area

8A

 

Initialize Extended BIOS Data Area

8C

 

Initialize floppy controller

90

 

Initialize hard disk controller

91

 

Initialize local bus hard disk controller

92

 

Jump to UserPatch2

93

 

Build MPTABLE for multi-processor boards

94

 

Disable A20 address line

95

 

Install CD-ROM for boot

96

 

Clear huge ES segment register

98

1-2

Search for option ROMs. One long, two short beeps on checksum failure

9A

 

Shadow option ROMs

9C

 

Set up Power Management

9E

 

Enable hardware interrupts

A0

 

Set time of day

A2

 

Check key lock

A4

 

Initialize typematic rate

A8

 

Erase F2 prompt

AA

 

Scan for F2 key stroke

AC

 

Enter SETUP

AE

 

Clear in-POST flag

B0

 

Check for errors

B2

 

POST done – prepare to boot Operating System

B4

1

One short beep before boot

B5

 

Display MultiBoot menu

B6

 

Check password (optional)

B8

 

Clear global descriptor table

BC

 

Clear parity checkers

BE

 

Clear screen (optional)

BF

 

Check virus and backup reminders

C0

 

Try to boot with INT 19

DO

 

Interrupt handler error

D4

 

Pending interrupt error

D6

 

Initialize option ROM error

D8

 

Shutdown error

DA

 

Extended Block Move

DC

 

Shutdown 10 error


POST Error Codes and Messages

The following error codes and messages are representative of various conditions BIOS identifies. The exact strings and error numbers may be different from those listed here.

Table 4-2. POST Error Codes and Messages

Code

Error message

0162

BIOS unable to apply BIOS update to processor 1

0163

BIOS unable to apply BIOS update to processor 2

0164

BIOS does not support current stepping for processor 1

0165

BIOS does not support current stepping for processor 2

0200

Failure Fixed Disk

0210

Stuck Key

0211

Keyboard error

0212

Keyboard Controller Failed

0213

Keyboard locked - Unlock key switch

0220

Monitor type does not match CMOS - Run SETUP

0230

System RAM Failed at offset

0231

Shadow RAM Failed at offset

0232

Extended RAM Failed at offset

0250

System battery is dead - Replace and run SETUP

0251

System CMOS checksum bad - Default configuration used

0260

System timer error

0270

Real-time clock error

0297

ECC Memory error in base (extended) memory test in Bank xx

02B2

Incorrect Drive A type - run SETUP

02B3

Incorrect Drive B type - run SETUP

02D0

System cache error - Cache disabled

02F5

DMA Test Failed

02F6

Software NMI Failed

0401

Invalid System Configuration Data - run configuration utility

None

System Configuration Data Read Error

0403

Resource Conflict

0404

Resource Conflict

0405

Expansion ROM not initialized

0406

Warning: IRQ not configured

0504

Resource Conflict

0505

Expansion ROM not initialized

0506

Warning: IRQ not configured

0601

Device configuration changed

0602

Configuration error - device disabled

8100

Processor 1 failed BIST

8101

Processor 2 failed BIST

8104

Processor 1 Internal Error (IERR) failure

8105

Processor 2 Internal Error (IERR) failure

8106

Processor 1 Thermal Trip failure

8107

Processor 2 Thermal Trip failure

8108

Watchdog Timer failed on last boot, BSP switched

810A

Processor 2 failed initialization on last boot

810B

Processor 1 failed initialization on last boot

810C

Processor 1 disabled, system in uniprocessor mode

810D

Processor 2 disabled, system in uniprocessor mode

810E

Processor 1 failed FRB Level 3 timer

810F

Processor 2 failed FRB Level 3 timer

8110

Server Management Interface failed to function

8120

IOP subsystem is not functional

8150

NVRAM Cleared by Jumper

8151

NVRAM Checksum Error, NVRAM cleared

8152

NVRAM Data Invalid, NVRAM cleared