Getting started 16
For more information on static electricity or assistance with product installation, contact an authorized
reseller.
Symptom information
Before troubleshooting a server problem, collect the following information:
• What events preceded the failure? After which steps does the problem occur?
• What has been changed since the time the server was working?
• Did you recently add or remove hardware or software? If so, did you remember to change the
appropriate settings in the server setup utility, if necessary?
• How long has the server exhibited problem symptoms?
• If the problem occurs randomly, what is the duration or frequency?
To answer these questions, the following information may be useful:
• Run HP Insight Diagnostics (on page 75) and use the survey page to view the current configuration
or to compare it to previous configurations.
• Refer to your hardware and software records for information.
• Refer to server LEDs and their statuses.
Prepare the server for diagnosis
1. Be sure the server is in the proper operating environment with adequate power, air conditioning,
and humidity control. For required environmental conditions, see the server documentation (on page
86).
2. Record any error messages displayed by the system.
3. Remove all diskettes, CD-ROMs, DVD-ROMs, and USB drive keys.
4. Power down the server and peripheral devices if you will be diagnosing the server offline. If
possible, always perform an orderly shutdown:
a. Exit any applications.
b. Exit the operating system.
c. Power down the server.
5. Disconnect any peripheral devices not required for testing (any devices not necessary to power up
the server). Do not disconnect the printer if you want to use it to print error messages.
6. Collect all tools and utilities, such as a Torx screwdriver, loopback adapters, ESD wrist strap, and
software utilities, necessary to troubleshoot the problem.
o You must have the appropriate Health Drivers and Management Agents installed on the server.
To verify the server configuration, connect to the System Management homepage and select
Version Control Agent. The VCA gives you a list of names and versions of all installed HP drivers,
Management Agents, and utilities, and whether they are up-to-date.
o HP recommends you have access to the server documentation (on page 86) for server-specific
information.
o HP recommends you have access to the SmartStart CD for value-added software and drivers
required during the troubleshooting process. Download the current version of SmartStart from the
HP website (http://www.hp.com/servers/smartstart
).
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