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Basic Troubleshooting: Dell™ PowerEdge™ 1550 and
PowerApp™ 120 Systems Service Manual
This section describes basic troubleshooting procedures that can help you diagnose a
system problem. These procedures can often reveal the source of a problem or indicate the
correct starting point for servicing the system.
For users of a PowerEdge 1550 system, a brief explanation of how to load and start the
system diagnostics can be found in "Running
the Dell Diagnostics."
The PowerApp 120 is an internet appliance product that is configured with pre-installed
solution software to provide a specific function, such as Web hosting. This appliance
normally operates without a keyboard, mouse, or monitor connected. Diagnostics,
backup solution software, and operating system software are provided on a CD. If the
appliance is not working as expected, the procedures in this section can help solve many
common problems. It can also point to the appropriate section or document for more
detailed troubleshooting or service information, or to procedures to solve more complex
problems. For the PowerApp 120 appliance, the Dell Diagnostics can be downloaded from the Dell
PowerApp Resource CD provided with your system.
Dell recommends that you perform the following procedures in the order presented.
For a PowerEdge 1550 System
When you first contact a user who has a problem, ask the user to describe the problem
and the conditions under which it occurs. After the user describes the problem,
perform the following steps:
- Ask the user to back up any data on the hard-disk drive if the system’s condition
permits. See the documentation provided with the operating system or applications
software for information about backing up data.
- Ask the user to try to duplicate the problem by repeating the operations he or she was
performing at the time the problem occurred.
Can the user duplicate the problem?
Yes. Proceed to step 3.
No. Proceed to the next section, "External Visual Inspection."
- Observe the user to determine if he or she is making an error, such
as typing an incorrect key combination or entering a command incorrectly.
Is the problem a result of user error?
Yes. Instruct the user in the proper procedure or direct the user to the
appropriate user documentation for the correct procedure.
No. Proceed to "External
Visual Inspection."
For a PowerApp 120 Appliance
When you first contact a user who has a problem, ask the user to describe the problem
and the conditions under which it occurs. After the user describes the problem,
perform the following steps:
- Ask the user to back up any data on the hard-disk drive if the
system’s condition permits. See the documentation provided with the operating
system or solutions software for information about backing up data.
NOTICE: If you restore the software on your PowerApp 120 system using the Dell
PowerApp Reinstallation CD, all data on the hard-disk drives is destroyed.
 |
NOTE: When you see the question "Is the problem
resolved?" in a troubleshooting procedure, perform the operation that caused the
problem. |
- Perform the steps in the next section, "External
Visual Inspection."
Is the problem resolved?
Yes. The power to the system was faulty, or the connections to the system were
loose. You have fixed the problem.
No. Go to step 3.
- Did the system complete the boot routine?
Yes. Go to step 4.
No. A serious malfunction may have occurred. See "Getting
Help" for information on additional resources Dell provides to help you
when you have a problem with your system.
- If a keyboard and monitor are not connected to the system, shut down the system, connect
a monitor and keyboard, and restart the system.
Did you receive a system message or beep code?
Yes. See "Codes and Error Messages."
No. Go to step 5.
- Run the PowerApp configuration program and verify the system settings.
For more information on the PowerApp configuration program, see the software documentation
update provided with your system.
Is the problem resolved?
Yes. The system configuration information was incorrect. You have fixed the
problem.
No. Go to step 6.
- Run the Dell Diagnostics and check the status of the hard-disk drives in the system.
See "Running the Dell Diagnostics"
Did the hard-disk drives pass the diagnostics tests?
Yes. Go to step 7.
No. See "Getting Help."
- Back up your hard-disk drive, then reinstall the system software using the appropriate Dell
PowerApp Reinstallation CD.
For more information, see the software documentation update provided with your system.
Is the problem resolved?
Yes. The system software was missing or corrupted. You have fixed the problem.
No. See "Getting Help."
Improperly set switches and controls and loose or improperly
connected cables are the most likely source of problems for the system, monitor, or other
peripherals (such as a printer, keyboard, mouse, or other external equipment). A quick
check of all the switches, controls, and cable connections can easily solve these
problems.
Figure 1 shows the back-panel connections on the system. Figure 2 shows the front-panel connectors, controls and indicators on the system. For detailed information on these connectors, controls, and indicators, see your Installation and Troubleshooting Guide.
Figure 1. Back-Panel Features
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1 |
AC power receptacle |
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2 |
External SCSI connector |
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3 |
Serial connector |
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4 |
Video connector |
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5 |
Expansion slots (2) |
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6 |
System attention indicator |
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7 |
Power-on indicator |
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8 |
Power button |
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9 |
USB connectors (2) |
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10 |
NIC connectors (2) |
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11 |
Mouse connector |
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12 |
Keyboard connector |
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Figure 2. Front-Panel Features
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1 |
System fault
indicator |
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2 |
System attention
indicator |
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3 |
Hard-disk drive activity indicator |
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4 |
NIC 1 indicator |
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5 |
NIC 2 indicator |
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6 |
Power-on indicator |
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7 |
Video connector (behind bezel) |
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8 |
Keyboard/mouse connector (behind bezel) |
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The external visual inspection consists of a quick inspection of the exterior of the system, the monitor (if attached), the keyboard (if attached), any peripherals, and cables. While performing the visual
inspection, make any necessary corrections. To perform the external visual inspection,
perform the following steps.
For the PowerApp 120 appliance, the external visual inspection consists of a quick
inspection of the exterior of the system, the front panel LED indicators, the monitor (if
attached), the keyboard (if attached), any peripherals, network connections and cables.
The LED indicators are defined in "Front Panel Indicators."
|
NOTE: For PowerApp systems operating without a keyboard, mouse,
or monitor attached, error messages are not visible unless a monitor is attached to the
appliance. For PowerEdge systems and PowerApp appliances with attached video
monitors, error messages displayed on the video monitor and audible beep codes are defined
in "Codes and Error Messages." |
- Inspect the front panel LEDs for indication of component malfunction.
- Turn off the system, the monitor (if attached), and all peripherals.
- Verify that all power cables are properly connected to the system,
the monitor and peripherals, and their power sources.
- Inspect connections to any attached devices including network cables, keyboard, monitor,
mouse (if used), or keyboard/video monitor/mouse (KVM) switch (if used), as well as any
devices attached to the serial port.
- Inspect all external monitor controls for any obvious damage or improper settings (if used). For proper settings of the video monitor controls, see the documentation for the monitor.
- Inspect the keyboard (if used) to ensure that no keys are sticking. If one or more keys are sticking, it may be necessary to replace the keyboard.
- Inspect the exterior of the system, including all controls and
indicators, and all user-accessible data storage devices for any signs of physical damage.
Does the inspection reveal any problems?
Yes. Proceed to the appropriate procedure in "Removing and Replacing Parts."
No. Proceed to "Observing the Boot Routine."
After you have performed an external visual inspection as described in the previous
section, you should boot the system and, while the boot routine is running, observe the
system for any indications of problems.
PowerApp 120 appliances must be attached to keyboard, mouse, and monitor to observe the
boot routine and to run system diagnostics.
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NOTE: Most of the steps in this procedure require observation
of system functions and indications, some of which can occur simultaneously. It may be
necessary to reboot the system several times to complete all of these steps. |
To perform the following procedure on a PowerEdge 1550 system, you
need a set of Dell Diagnostics diskettes created from the Dell OpenManage
Server Assistant CD.
To perform the following procedure on a PowerApp 120 appliance, you need a set of Dell Diagnostics diskettes created from the Dell PowerApp Resource CD.
|
NOTE: You can also run the Dell Diagnostics from the utility
partition by pressing F10 during power-up. |
To observe problem indications during the boot routine, perform the
following steps:
- If the system is off, turn on all peripherals and the system.
- Insert the Dell Diagnostics Diskette into the diskette drive
and reboot the system.
- Check the power supply fan.
Does the fan run normally?
Yes. Proceed to step 4.
No. Troubleshoot the system power supply.
- Watch the <Num Lock>, <Caps Lock>, and <Scroll
Lock> indicators on the upper-right corner of the keyboard. After all three indicators
flash momentarily, and following a long pause (approximately 30 seconds), the <Num Lock> indicator should light up and remain on (unless the Num
Lock option is set to Off in the System Setup program).
Do these indicators flash on and off within approximately 10 seconds after the boot
routine starts?
Yes. Proceed to step 5.
No. Troubleshoot the system power supply. If the troubleshooting
procedure indicates that the system power supply is operational, troubleshoot the memory.
- During the boot routine, observe the system for any of the following
indications:
- Beep codes — A beep code is a series of beeps that indicates an error condition. See "System Beep Codes."
- System error messages — These messages can indicate
problems or provide status information. If a system error message appears, see "System Messages."
- Diskette-drive and hard-disk drive access indicators — These
indicators light up in response to data being transferred to or from the drives. If either
of these indicators fails to light up during the boot routine, troubleshoot the diskette
drive or hard-disk drive subsystem, as appropriate.
- Observe the monitor screen for the Diagnostics menu.
Does the Diagnostics menu appear?
Yes. See "Running the Dell Diagnostics."
No. Proceed to step 7.
- Insert another copy of the Dell Diagnostics Diskette into
the diskette drive, and reboot the system.
Does the Diagnostics menu appear?
Yes. See "Running the Dell Diagnostics."
No. Proceed to "Internal Visual Inspection."
NOTICE: Before you proceed with the internal visual inspection described in this section, ensure that the user has saved all open files and exited all open application programs, if possible.
A simple visual inspection of a system’s interior hardware can often lead to the
source of a problem, such as a loose expansion card, cable connector, or mounting screw.
When you perform the visual inspection, see "System Features" to locate components referenced in the inspection procedure.
To perform the internal visual inspection, perform the following steps:
- Turn off the system, including any attached peripherals, and disconnect all the AC power
cables from electrical outlets.
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CAUTION: Before beginning to work
inside the system, disconnect the power supply from the power
source and the power supply cables from the power supply. |
- Remove the system from the rack and the top cover as described in "System Top Cover."
|
CAUTION: The microprocessor
and heat-sink assembly can get extremely hot during system operations. Be sure that it has
had sufficient time to cool before touching it. |
|
CAUTION: When handling the microprocessor and heat-sink assembly, take care to avoid sharp edges on the
heat-sink. |
- Verify that the chip sets, DIMMs, expansion cards, and microprocessor and heat-sink assembly or assemblies are fully seated in their sockets or connectors.
- To ensure that the chip sets are fully seated in their sockets, press firmly on the top of each chip.
- To remove and reseat a microprocessor and heat-sink assembly, perform
the steps described in "Microprocessor."
- To remove and reseat a DIMM, perform the steps described in "Memory Modules."
- If you need to remove and reseat an expansion card, remove the card
as described in "Expansion Cards," and carefully reinsert the card in its connector until fully seated.
- Verify that all jumpers are set correctly.
For information about jumper settings, see "System Board Jumpers."
- Check all cable connectors inside the system to verify that they are firmly attached to
their appropriate connectors.
- Slide the system into the rack and the system top
cover.
- Reconnect the system and any attached peripherals to their power sources, and turn them
on.
Does the problem appear to be resolved?
Yes. No further steps are necessary.
No. Proceed to "Getting Help."
The Dell Diagnostics contain tests that aid in troubleshooting all major components of the system.
- For PowerEdge systems, you must first create a set of five Dell Diagnostics diskettes using the Dell OpenManage Server Assistant CD.
- For PowerApp systems, use the separate Dell Resources CD provided with your system to create a set of five Dell Diagnostics diskettes.
To start the Dell Diagnostics, turn off the system, insert the Dell Diagnostics
Diskette into the diskette drive, and then turn on the system (you can also activate the Dell Diagnostics installed on the utility
partition of your hard-disk drive by pressing <F10> during power-up).
Starting the diagnostics causes the Dell logo screen to appear on the monitor, followed
by a message indicating that the diagnostics is loading. Before the diagnostics loads, a
program tests the portion of main memory (RAM) required for loading the diagnostics. If a
RAM error is detected, a message telling you which DIMM has failed appears on the screen.
If no errors are found in RAM, the diagnostics loads and a Diagnostics
menu appears. This menu lets you choose different options or exit the Dell Diagnostics.
See "Running Dell Diagnostics" in the system Installation and
Troubleshooting Guide for detailed information about the Dell Diagnostics.
If none of the troubleshooting procedures in this section or the tests in the Dell
Diagnostics reveals the source of the problem or leads to the proper troubleshooting steps
for determining the source of the problem, see the Support
pages at http://support.dell.com or call Dell for technical assistance.
For instructions on contacting Dell, see "Getting Help" in the system's Installation
and Troubleshooting Guide.
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