To perform certain procedures in this document, you must remove the system cover and work inside the system. While working inside the system, do not attempt to service the system except as explained in this guide and elsewhere in your system documentation.
CAUTION: Many repairs may only be done by a certified service technician. You should only perform troubleshooting and simple repairs as authorized in your product documentation, or as directed by the online or telephone service and support team. Damage due to servicing that is not authorized by Dell is not covered by your warranty. Read and follow the safety instructions that came with the product.
Start-Up Routine
Look and listen during the system's start-up routine for the indications described in Table 5-1.
This section provides troubleshooting procedures for external devices attached to the system, such as the monitor, keyboard, or mouse. Before you perform any of the procedures, see Troubleshooting External Connections.
Troubleshooting External Connections
Loose or improperly connected cables are the most likely source of problems for the system, monitor, and other peripherals (such as a keyboard, mouse, or other external device). Ensure that all external cables are securely attached to the external connectors on your system. See Figure 1-6 for the front-panel connectors on your system and Figure 1-9 for the back-panel connectors.
Troubleshooting Video
Problem
Loss of video, or poor video quality
Possible Cause
Faulty monitor or monitor cable
Video port disabled
Faulty iKVM module
Blade connection to midplane
Action
Check the connection to the iKVM module.
Try swapping cables if another monitor cable is available.
Verify that the iKVM firmware revision is current.
Check the monitor connection to either the front-panel connector on the
blade or the back-panel iKVM module.
Ensure that the port is not disabled by the CMC or by redirection to
another port.
If two or more blades are installed in the enclosure, select a different blade.
If the monitor is connected to the back-panel iKVM module and works with another blade, the first blade may need to be reseated. See Removing and Installing a Blade. If reseating the blade does not help, the blade may be faulty. See Getting Help.
Swap the monitor with a known-working monitor.
If the monitor does not work when connected to the blade front-panel connector, the blade may be faulty. See Getting Help.
If the monitor does not work when connected to the iKVM module, the iKVM module may be faulty. See Getting Help.
Troubleshooting the Keyboard
Problem
No keyboard input
Possible Cause
Faulty keyboard or keyboard cable
iKVM module
Blade connection to midplane
Faulty SIP (KVM dongle, used with an external KVM)
Action
Ensure that the blade(s) is turned on.
Verify that the iKVM firmware revision is current.
Check the keyboard connection to either the front-panel connector on the
blade or to the back-panel iKVM module.
If the keyboard is connected to an external KVM using a SIP, check that
the SIP is compatible with the KVM.
If two or more blades are installed in the enclosure, select a different blade.
If the keyboard is connected to the back-panel iKVM module and works with another blade, the first blade may need to be reseated. See Removing and Installing a Blade. If reseating the blade does not help, the blade may be faulty. See Getting Help.
Swap the keyboard with a known-working keyboard and repeat step 3 and
step 5. If the keyboard does not work with any blade, see Getting Help.
Troubleshooting the Mouse
Problem
No mouse input
Problem
Mouse or mouse cable
Blade
SIP (KVM dongle, used with an external KVM)
Action
Ensure that the blade(s) is turned on.
Verify that the iKVM firmware revision is current.
Check the mouse connection to the either the front-panel connector on
the blade or to the back-panel iKVM module.
If the keyboard is connected to an external KVM using a SIP, check that
the SIP is compatible with the KVM.
If two or more blades are installed in the enclosure, select a different blade.
If the mouse is connected to the back-panel iKVM module and works with another blade, the first blade may need to be reseated. See Removing and Installing a Blade. If reseating the blade does not help, the blade may be faulty. See Getting Help.
Swap the mouse with a known-working mouse and repeat step 3 and step
5. If the mouse does not work with any blade, see Getting Help.
Troubleshooting USB Devices
NOTE: USB devices can be connected only to the blade front panel. Total length of a USB cable should not exceed 3 m (9.8 ft).
Problem
USB device or USB device cable
Multiple devices connected directly to blade (powered USB hub not used)
Blade
Action
Ensure that the blade(s) is turned on.
Check the USB device connection to the blade.
Swap the USB device with a known-working USB device.
Connect the USB devices to the blade using a powered USB hub.
If another blade is installed, connect the USB device to that blade. If the
USB device works with a different blade, the first blade may be faulty. See
Getting Help.
Responding to a Systems Management Alert
Message
The CMC management applications monitor critical system voltages and temperatures, and the cooling fans in the system. For information about the CMC alert messages, see the Configuration Guide.
Troubleshooting a Wet Enclosure
Problem
Liquid spills
Splashes
Excessive humidity
Action
CAUTION: Many repairs may only be done by a certified service technician. You should only perform troubleshooting and simple repairs as authorized in your product documentation, or as directed by the online or telephone service and support team. Damage due to servicing that is not authorized by Dell is not covered by your warranty. Read and follow the safety instructions that came with the product.
Turn off the system.
Disconnect the power supplies from the PDU.
CAUTION: Wait until all of the indicators on the power supplies turn off before preceding.
The following procedures describe how to troubleshoot the following components:
Power supply modules
Fan modules
CMC module
Network switch module
Troubleshooting Power Supply Modules
Problem
A power supply module is not operating properly
Action
NOTICE: The power-supply modules are hot-pluggable. Remove and replace only one power-supply module at a time in a system that is turned on. Leave a failed power-supply module installed in the enclosure until you are ready to replace it. Operating the system with a power-supply module removed for extended periods of time can cause the system to overheat.
NOTE: The 2360-W power supply modules require a 200–240 V power source to operate. If they are plugged into 110-V electrical outlets, the power supply modules do not power up.
Locate the faulty power supply module and check the indicators. See
Figure 1-11. The power supply's AC indicator is green if AC power is
available. The power supply's fault indicator is amber if the power supply is
faulty. If no indicators are lit, ensure that 208V AC power is available from
the PDU and that the power cable is properly connected to the power
supply module.
NOTE: After installing a new power supply, allow several seconds for the system to recognize the power supply and determine whether it is working properly. The power supply DC power indicator turns green if the power supply is functioning properly. See Figure 1-11.
If none of the power supplies show a fault LED and the blades will not
power on, check the LCD display or CMC for status messages.
If the problem is not resolved, see Getting Help for information about
obtaining technical assistance.
Troubleshooting Fan Modules
Problem
A fan is not operating properly
Action
NOTICE: The fan modules are hot-pluggable. Remove and replace only one fan module at a time in a system that is turned on. Operating the system without all six fan modules for extended periods of time can cause the system to overheat.
Locate the faulty fan.
Each fan module has indicators that identify a faulty fan. See Figure 1-12.
If none of the fans show a fault LED and the blades will not power on,
check the LCD display or CMC for status messages.
If the problem is not resolved, install a new fan.
If the new fan does not operate, see Getting Help.
Troubleshooting the CMC Module
Problem
CMC module is not operating properly
System message indicates a problem with the CMC module
CMC module does not failover or fail back
CMC module cable connections
Action
NOTE: To eliminate the possibility of a hardware problem with the module or its attaching devices, first ensure that the module is properly initialized and configured. See the Configuration Guide and the documentation that came with the module before performing the following procedure.
Verify that the latest firmware is installed on the CMC module.
See support.dell.com for the latest firmware and refer to the release notes for firmware compatibility and update information.
Verify that the CMC(s) have valid IP addresses for the subnet. Verify using
the ICMP ping command.
Reseat the CMC module and see if the CMC module fault indicator turns
off. See CMC Module. See Figure 1-14 for more information about the
module's indicators.
If another CMC module is available, swap the two modules.
If the fault indicator is off, but the serial device connected to the serial
port is not properly operating, go to step 6. If the fault indicator is off, but
the network management device connected to the network interface
connector port is not properly operating, go to step 9.
Reseat the serial cable to the serial connector on the CMC module and to
the serial device communicating with it.
Connect a known-working null-modem serial cable between the CMC
module and the serial device.
Connect a known-working serial device to the CMC module.
If the serial device and CMC module still do not communicate with each other, see Getting Help.
Reseat the network cable to the network connector on the CMC module
and to the network device.
Connect a known-working network cable between the CMC module and
the network device.
NOTE: If the CMC is connected to another CMC in an adjacent enclosure and there is no failover, check the network cable connected to port Gb2. If there is no external management connection to the CMC, check the cable connected to port Gb1. See Figure 1-14.
Connect a known-working network device to the CMC module.
If the network device and CMC module still do not communicate with each other, see Getting Help.
Troubleshooting the iKVM Module
Problem:
When using iDRAC video\console redirection you cannot see video through the iKVM when you switch to a blade running Linux.
Likely Cause and Solution:
A monitor or KVM appliance with a lower resolution has recently been added.
Example:
A blade running X Windows under Linux is inserted and powered on. A user connects to the blade in OS GUI mode via the iDRAC and a video resolution is detected and hard-set for that session. A monitor or KVM appliance is attached to the front or rear iKVM interface on the M1000e enclosure. The monitor or the KVM appliance is configured with a resolution LOWER than the currently configured resolution in the X-Window session on the Linux blade.
When you select the Linux blade using the front or rear port on the iKVM, the iDRAC circuit adopts the lower resolution of the external connected devices. The video on the lower resolution monitor or the KVM appliance will not be displayed until X Windows is restarted (iDRAC video should still be viewable.)
Solution:
From the iDRAC session, exit and re-enter GUI mode. The lower
resolution will be communicated and utilized.
Set all monitors or KVM appliances connected to the M1000e enclosure to
the same resolution or higher as configured on the Linux blades in GUI
mode.
From the lower resolution monitor (no video displayed) press <CTRL>
<ALT><F3> to change to the non-GUI login screen.
Restart X Windows to detect and utilize the lower resolution.
Troubleshooting a Network Switch Module
Problem
System cannot communicate with the network
Network cable connections
Network switch module and hub configuration settings
Action
NOTE: To eliminate the possibility of a hardware problem with the module or its attaching devices, first ensure that the module is properly initialized and configured. See the Configuration Guide and the documentation that came with the module before performing the following procedure.
Verify that the proper firmware revision is properly initialized and
configured.
Verify that the switch module has a valid IP address for the subnet. Verify
using the ICMP ping command.
Check the network connector indicators on the network switch module.
If the link indicator displays an error condition, check all cable connections.
See I/O Connectivity for the link indicator error conditions for your particular network switch module.
Try another connector on the external switch or hub.
If the activity indicator does not light, replace the network switch module. See I/O Modules.
Using the switch management interface, verify the switch port properties.
If the switch is configured correctly, back up the switch configuration and
replace the switch. See the switch module documentation for details.
If the blade requires a mezzanine card for a particular network switch
module, ensure that the appropriate mezzanine card is installed. If so,
reseat the mezzanine card. See I/O Module Mezzanine Cards.
If the network link indicator on the blade is green, then the blade has a valid link to the appropriate network switch module.
Ensure that the appropriate operating system drivers are installed and that
the protocol settings are configured to ensure proper communication.
Troubleshooting Blade Components
The following procedures describe how to troubleshoot the following components. See Figure 3-4 for the location of the components inside the blade.
Memory
Hard drives
Microprocessors
Blade system board
Battery
Troubleshooting Blade Memory
Problem
Faulty memory module
Faulty blade board
Action
CAUTION: Many repairs may only be done by a certified service technician. You should only perform troubleshooting and simple repairs as authorized in your product documentation, or as directed by the online or telephone service and support team. Damage due to servicing that is not authorized by Dell is not covered by your warranty. Read and follow the safety instructions that came with the product.
NOTE: Before performing the following procedure, ensure that you have installed the memory modules according to the memory installation guidelines for the blade. See System Memory.
Restart the blade.
Press the power button once to turn off the blade.
Press the power button again to apply power to the blade.
CAUTION: The memory modules are hot to the touch for some time after the blade has been powered down. Allow time for the memory modules to cool before handling them. Handle the memory modules by the card edges and avoid touching the components.
CAUTION: Many repairs may only be done by a certified service technician. You should only perform troubleshooting and simple repairs as authorized in your product documentation, or as directed by the online or telephone service and support team. Damage due to servicing that is not authorized by Dell is not covered by your warranty. Read and follow the safety instructions that came with the product.
NOTICE: This troubleshooting procedure can destroy data stored on the hard drive. Before you proceed, back up all the files on the hard drive, if possible. Refer to the RAID controller documentation for rebuilding and servicing a RAID array.
Run the appropriate controllers test and the hard drive tests in system
diagnostics. See Running System Diagnostics.
Take the hard drive offline and wait until the hard-drive indicator codes on
the drive carrier signal that the drive may be removed safely, then remove
and reseat the drive carrier in the blade. See Hard Drives.
Restart the blade, enter the System Setup program, and confirm that the
drive controller is enabled. See Integrated Devices Screen.
Ensure that any required device drivers are installed and are configured
correctly.
NOTICE: Installing a hard drive into another bay will break the mirror if the mirror state is optimal.
Remove the hard drive and install it in the other drive bay. See Hard
Drives.
If the problem is resolved, reinstall the hard drive in the original bay.
If the hard drive functions properly in the original bay, the drive carrier could have intermittent problems. Replace the drive carrier.
If the hard drive is the boot drive, ensure that the drive is configured and
connected properly. See Configuring the Boot Drive.
System message indicates a problem with the microprocessor or hypertransport (HT) bridge cards
Heat sink is not installed for the microprocessor
(PowerEdge M805 systems only) – Missing or incorrectly installed HT cards in sockets CPU3 and CPU4.
Action
CAUTION: Many repairs may only be done by a certified service technician. You should only perform troubleshooting and simple repairs as authorized in your product documentation, or as directed by the online or telephone service and support team. Damage due to servicing that is not authorized by Dell is not covered by your warranty. Read and follow the safety instructions that came with the product.
CAUTION: The processor and heat sink can become extremely hot. Be sure the processor has had sufficient time to cool before handling.
Ensure that the microprocessor(s) and heat sink(s) are properly installed.
See Processors.
If your system only has one microprocessor installed, ensure that it is
installed in the primary processor socket. See Figure 7-3 or Figure 7-4.
For a PowerEdge M805 system, check that hypertransport (HT) bridge
cards are installed in sockets CPU3 and CPU4, and that both cards are
fully seated in the processor sockets. See HT Bridge Card (Service Only).
If the tests fail or the problem persists, see Getting Help.
Troubleshooting the Blade Board
Problem
System message indicates a problem with the blade board.
Action
CAUTION: Only trained service technicians are authorized to remove the system cover and access any of the components inside the system. Before you begin this procedure, review the safety instructions that came with the system.
System message indicates a problem with the battery
System Setup program loses system configuration information
System date and time do not stay current
Each blade contains a battery which maintains the blade configuration, date, and time information in NVRAM when you turn off the blade. You may need to replace the battery if an incorrect time or date is displayed during the boot routine.
You can operate the blade without a battery; however, the blade configuration information maintained by the battery in NVRAM is erased each time you remove power from the blade. Therefore, you must re-enter the system configuration information and reset the options each time the blade boots until you replace the battery.
Action
CAUTION: Many repairs may only be done by a certified service technician. You should only perform troubleshooting and simple repairs as authorized in your product documentation, or as directed by the online or telephone service and support team. Damage due to servicing that is not authorized by Dell is not covered by your warranty. Read and follow the safety instructions that came with the product.
If the problem is not resolved by replacing the battery, see Getting Help.
NOTICE: If the blade is turned off for long periods of time (for weeks or months), the NVRAM may lose its system configuration information. This situation is caused by a defective battery.
NOTE: Some software may cause the blade's time to speed up or slow down. If the blade seems to operate normally except for the time kept in the System Setup program, the problem may be caused by software rather than by a defective battery.
