HPE Synergy Series

Troubleshooting preparation
Prerequisites for troubleshooting
WARNING: To avoid potential issues, ALWAYS read the warnings and cautionary information in the
product documentation before removing, replacing, reseating, or modifying system components.
IMPORTANT: This guide provides troubleshooting information using various software tools that
support multiple Hewlett Packard Enterprise server products. In some sections of this document and
in the software tools, server and enclosure are used as generic terms to support multiple products.
For more information on HPE Synergy-specific terminology, see the Glossary for HPE Synergy on
the Hewlett Packard Enterprise Information Library (http://www.hpe.com/info/synergy-docs).
Procedure
1. Review the important safety information.
2. Before you change the compute module, gather and record symptom information. If the compute
module powers on or if auxiliary power is available, download the Active Health System Log and
obtain the OS logs.
The OS logs are available only when the system has power.
For more information about the Active Health System Log, see the HPE iLO user guide on the Hewlett
Packard Enterprise website (http://www.hpe.com/support/iLO-docs). To obtain OS logs, see the OS
documentation.
If you choose to not download the Active Health System Log, you must gather all symptom
information, including the following:
• IML messages
• POST error messages
• OS logs
• Physical symptoms (LED behavior, physical state, and so on)
For more information about gathering symptom information, see Symptom information checklist.
3. Gather all error information, such as the full POST error message displayed and the IML.
4. If it is necessary to contact Hewlett Packard Enterprise, download the Active Health System log and
submit a support case through Active Health System Viewer (AHSV).
For more information, see the AHSV user guide on the Hewlett Packard Enterprise website (http://
www.hpe.com/support/ahsv-docs).
5. Prepare the compute module for diagnosis.
More information
Active Health System Viewer on page 87
Symptom information checklist on page 110
Preparing HPE Synergy for diagnosis on page 15
Important safety information on page 12
Troubleshooting preparation 11