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Troubleshooting Your System

Dell™ PowerVault™ 715N Systems Installation and Troubleshooting Guide

  Safety First—For You and Your System

  External Connections

  Checking Specific System Problems

  Startup Routine

  Removing and Replacing the Front Bezel

  Removing and Replacing the System Cover

  Checking the Equipment

  Inside the System

  Troubleshooting a Wet System

  Troubleshooting a Damaged System

  Troubleshooting the System Battery

  Troubleshooting the Power Supply

  Troubleshooting the Cooling Fan

  Troubleshooting an Expansion Card

  Troubleshooting System Memory

  Troubleshooting the System Board

  Troubleshooting Hard Drives

If your system is not working as expected, begin troubleshooting using the procedures in this section. This section guides you through initial checks and procedures that can solve basic system problems and provides troubleshooting procedures for components inside the system. Before you start any of the procedures in this section, perform the following steps:

• Read the "Safety Instructions" in your System Information document.
  
  
• Read "Running System Diagnostics" for information about running diagnostics.
  
  

NOTE: To perform the troubleshooting tasks, you can use the console redirection function on the serial port (COM1). See the System Administrator's Guide for more information about console redirection.

Safety First—For You and Your System

The procedures in this guide require that you remove the 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 Dell documentation. Always follow the instructions closely. Make sure to review all of the procedures in "Safety Instructions" in your System Information document.

Working inside the system is safe—if you observe the following precautions.

CAUTION: The power supplies in this system produce high voltages and energy hazards, which can cause bodily harm. Only trained service technicians are authorized to remove the system cover and access any of the components inside the system.

CAUTION: See "Protecting Against Electrostatic Discharge" in the Safety Instructions in your System Information document before performing any procedure that requires you to open the cover.

External Connections

Improperly set switches, controls, and loose or improperly connected cables are the most likely source of problems for the system or any peripherals. A quick check of all the switches, controls, and cable connections can easily solve these problems. See your User's Guide for the back-panel features and connectors.

Checking Specific System Problems

1. Turn off the system, including any attached peripherals. Disconnect all the power cables from their electrical outlets.
   
   
2. If the system is connected to a power distribution unit (PDU), turn the PDU off and then on again.
   
   

If the system is not receiving power, plug it into another electrical outlet. If it still is not receiving power, try another PDU.

3. Reconnect the system to the electrical outlet or PDU.
   
   

Startup Routine

Looking at and listening to the system is important in determining the source of a problem. Look and listen during the system's startup routine for the indication described in Table 4-1.

Table 4-1. Startup Routine Indications 

Look and Listen for:	Action
An error message	See "Indicators, Messages, and Codes."
The hard drive activity indicators	See "Troubleshooting Hard Drives."
A series of beeps	See "Indicators, Messages, and Codes."
An unfamiliar constant scraping or grinding sound when you access a hard drive	See "Getting Help" for information about obtaining technical assistance from Dell.

Removing and Replacing the Front Bezel

Removing the front bezel provides access to the hard drives. To remove the bezel, push the levers on the outside inward and pull the bezel away from the system (see Figure 4-1).

Figure 4-1. Removing the Front Bezel

To replace the bezel, push the levers inward and push the bezel onto the front of the system.

Removing and Replacing the System Cover

The system is enclosed by a front bezel and a cover. To upgrade or troubleshoot the system, remove the system cover to gain access to internal components.

Removing the System Cover

1. Observe the precautions in "Safety First—For You and Your System."
   
   
2. Push the latches on the top of the system inward (see Figure 4-2).
   
   
3. Slide the system cover backward about an inch, and grasp the cover on both sides.
   
   
4. Carefully lift the cover away from the system.
   
   

Figure 4-2. Removing the System Cover

Replacing the System Cover

1. Ensure that you did not leave tools or parts inside the system.
   
   
2. Fit the cover over the sides of the chassis, and slide the cover forward until it snaps into place.
   
   

Checking the Equipment

This section provides troubleshooting procedures for equipment that connects directly to the I/O panel of the system. Before you perform any of the procedures, see "External Connections."

Troubleshooting the Serial Port

Problem

• You cannot access the appliance through console redirection.
  
  

Action

1. Turn off the appliance.
   
   
2. Using a slim, pointed object, push the console redirection reset button, which is located on the rear of the system board near the Ethernet ports (see Figure 4-3).
   
   
3. While still holding down the console redirection reset button, push the power button to turn on the appliance, and then release the console redirection reset button.
   
   

NOTE: The system does not turn on until you release the console redirection reset button.

Figure 4-3. Console Redirection Reset Button

4. If the problem is not resolved, turn off the system and any device connected to the serial port.
   
   
5. Ensure that you use a null modem serial cable.
   
   
6. Swap the cable with a known working cable.
   
   
7. Turn the client system on, and then turn on the appliance.
   
   

If the problem is resolved, the interface cable must be replaced. See "Getting Help" for information about obtaining technical assistance.

Troubleshooting the Integrated NIC

NOTE: Parts of this procedure require you to use the console redirection function on the serial port. See your Administrator's Guide for information about connecting to the system through console redirection.

Problem

• NIC cannot communicate with the network.
  
  

Action

NOTE: The system takes approximately 5 minutes to fully boot. Ensure that the system has had adequate time to boot before performing any troubleshooting procedures.

1. Ensure that you use an Ethernet cable and not the crossover cable that came with your system.
   
   
2. Enter the BIOS Setup utility and confirm that the NIC is enabled.
   
   

See "Using the BIOS Setup Utility" in the User's Guide for instructions.

3. Check the two indicators on the left and right corners of the NIC connector on the system's back panel (see Figure 4-4).
   
   

The green link indicator shows that the adapter is connected to a valid link partner. The amber activity indicator lights if the system sends or receives network data.

• If the link indicator is not on, check all cable connections.
  
  
• Change the auto-negotiation setting, if possible.
  
  
• Try another port on the switch or hub.
  
  

4. If the activity indicator does not light, the network driver files might be damaged or deleted.
   
   

Figure 4-4. NIC Indicators

Inside the System

In Figure 4-5, the system cover and front bezel are removed to provide an interior view of the system.

Figure 4-5. Inside the System

The system board holds the system's control circuitry and other electronic components. Several hardware options such as the microprocessors and memory are installed directly on the system board. The system board can accommodate one PCI expansion card.

The hard drive bays provide space for up to four drives. Power is supplied to the backplane board, the system board, and internal peripherals through a power supply.

Troubleshooting a Wet System

Problem

• Liquid spills.
  
  
• Splashes.
  
  
• Excessive humidity.
  
  

Action

1. Turn off the system, including any attached peripherals, and disconnect the system from the electrical outlet.
   
   
2. Remove the system cover.
   
   
3. Remove the expansion card, if installed.
   
   
4. Allow the system to dry thoroughly for at least 24 hours.
   
   
5. Replace the system cover, reconnect the system to the electrical outlet, and turn on the system.
   
   

If the system does not start up properly, see "Getting Help" for information about obtaining technical assistance.

6. If the system starts up normally, shut down the system and reinstall all the expansion cards you removed in step 3.
   
   
7. Run the system board tests in the System Diagnostics to confirm that the system works properly.
   
   

If the tests did not complete successfully, see "Getting Help" for information about obtaining technical assistance.

Troubleshooting a Damaged System

NOTE: Parts of this procedure require you to use the console redirection function on the serial port. See your System Administrator's Guide for information about connecting to the system through console redirection.

Problem

• System dropped or damaged.
  
  

Action

1. Check the following connections:
   
   
   • Expansion-card connections to the system board
     
     
   • Drive-carrier connections to the backplane board
     
     
2. Ensure that all cables are properly connected and all components are properly seated in their connectors and sockets.
   
   
3. Run the system board tests in the System Diagnostics.
   
   

If the tests did not complete successfully, see "Getting Help" for information about obtaining technical assistance.

Troubleshooting the System Battery

Problem

• Error message shows problem with the battery.
  
  
• BIOS Setup utility loses the system configuration information.
  
  
• System date and time do not stay current.
  
  

Action

1. Check the connection of the battery to the system board.
   
   

See "Replacing the System Battery" in "Installing System Board Options."

CAUTION: There is a danger of a new battery exploding if it is incorrectly installed. Replace the battery only with the same or equivalent type recommended by the manufacturer. Discard used batteries according to the manufacturer's instructions.

2. If the problem is not resolved by reseating the battery, replace the battery.
   
   

If the problem is not resolved by replacing the battery, see "Getting Help" for information about obtaining technical assistance.

Troubleshooting the Power Supply

Problem

• The power LED on the front of the system is not lit.
  
  

Action

1. Check the connection of the power cable to the power supply and the outlet.
   
   
2. Turn on the system.
   
   
3. If the problem is not resolved, check the power source.
   
   
4. If the problem is still not resolved, replace the power supply.
   
   

See "Getting Help" for information about obtaining technical assistance.

Troubleshooting the Cooling Fan

Problem

• The fan does not work.
  
  

Action

1. Turn off the system and disconnect the system from its electrical outlet.
   
   
2. Remove the system cover.
   
   
3. Locate the fan and lift it from the chassis.
   
   

See "Removing and Replacing the Fan Assembly" in "Installing System Board Options" for information about removing the fan.

4. Reseat the fan.
   
   

Ensure that the fan connector is firmly seated.

5. Install the system cover.
   
   
6. Connect the system to an electrical outlet, and turn on the system.
   
   

If the problem is resolved, you are finished with this procedure.

If the problem still exists, continue to step 7.

7. Turn off the system and disconnect the system from its electrical outlet.
   
   
8. Remove the system cover.
   
   
9. Locate the fan and lift it from the chassis.
   
   
10. Insert a replacement cooling fan.
    
    
11. If the replacement fan does not operate, one of the fan connectors is faulty.
    
    

See "Getting Help" for information about obtaining technical assistance.

Troubleshooting an Expansion Card

NOTE: Parts of this procedure require you to use the console redirection function on the serial port. See your System Administrator's Guide for information about connecting to the system through console redirection.

Problem

• Expansion card seems to perform incorrectly or not at all.
  
  

Action

1. Turn off the system and disconnect the system from its electrical outlet.
   
   
2. Remove the system cover.
   
   
3. Verify that the expansion card is firmly seated in its connector and the riser card is firmly seated in the riser-card connector.
   
   
4. Verify that any appropriate cables are firmly connected to the corresponding connector on the expansion card.
   
   
5. Install the system cover.
   
   
6. Connect the system to an electrical outlet and turn on the system.
   
   

If the problem is resolved, your are finished with this procedure.

If the problem still exists, continue to step 7.

7. Turn off the system and disconnect the system from its electrical outlet.
   
   
8. Remove the system cover.
   
   
9. Remove the expansion card.
   
   
10. Install the system cover.
    
    
11. Connect the system to an electrical outlet and turn on the system.
    
    
12. Run the system memory tests in the System Diagnostics.
    
    

If the tests do not complete successfully, see "Getting Help" for information about obtaining technical assistance.

13. Reinstall the expansion card.
    
    
14. Turn on the system and repeat step 12.
    
    

If the system memory tests still fail, see "Getting Help" for information about obtaining technical assistance.

Troubleshooting System Memory

NOTE: Parts of this procedure require you to use the console redirection function on the serial port. See your System Administrator's Guide for information about connecting to the system through console redirection.

Problem

• Faulty memory module.
  
  
• Faulty system board.
  
  

Action

1. Turn on the power to the system, including any attached peripherals.
   
   
2. Enter the BIOS Setup utility to check the system memory setting.
   
   

See "Using the BIOS Setup Utility," in the User's Guide for instructions.

3. If the amount of memory installed matches the system memory setting, go to step 16.
   
   
4. If the amount of memory installed does not match the system memory setting, turn off the system, including any attached peripherals, and disconnect the system from its electrical outlet.
   
   

CAUTION: See "Protecting Against Electrostatic Discharge" in the safety instructions in your System Information document.

5. Remove the system cover.
   
   
6. Reseat the memory modules in their sockets.
   
   
7. Replace the system cover, reconnect the system to the power source, and turn on the system.
   
   
8. Enter the BIOS Setup utility and check the system memory again.
   
   
9. If the amount of memory installed still does not match the system memory setting, turn off the system, including any attached peripherals, and disconnect the system from its electrical outlet.
   
   
10. Remove the system cover.
    
    
11. Swap the memory modules with two of the same capacity.
    
    
12. Replace the system cover and reconnect the system to an electrical outlet.
    
    
13. Turn on the power to the system, including any attached peripherals.
    
    
14. Enter the BIOS Setup utility to check the system memory setting.
    
    

See "Using the BIOS Setup Utility," in the User's Guide for instructions.

If the amount of memory installed matches the system memory setting, you are finished with this procedure.

If the amount of memory installed still does not match the system memory setting, continue to the next step.

15. Run the system memory test in the System Diagnostics.
    
    

If the test does not complete successfully, see "Getting Help" for information about obtaining technical assistance.

Troubleshooting the System Board

Problem

• Error message indicates a system board problem.
  
  

Action

1. Turn off the system, including any attached peripherals, and disconnect the system from its electrical outlet.
   
   
2. Remove the front bezel.
   
   

See "Removing and Replacing the Front Bezel."

3. Remove the system cover.
   
   

See "Removing and Replacing the System Cover."

4. Remove the expansion card, if installed.
   
   
5. Replace the system cover, reconnect the system to the power source, and turn on the system.
   
   
6. Run the system board tests in the System Diagnostics.
   
   

If the tests do not run successfully, see "Getting Help" for information about obtaining technical assistance.

7. Turn off the system, disconnect it from the power source, and remove the system cover.
   
   
8. Reinstall the expansion card.
   
   
9. Replace the system cover, reconnect the system to the power source, and turn on the system.
   
   
10. Run the system board tests again.
    
    

If the tests do not complete successfully, see "Getting Help" for information about obtaining technical assistance.

Troubleshooting Hard Drives

Problem

• The drive fails.
  
  

Action

CAUTION: This troubleshooting procedure can destroy data stored on the hard drive. Before you proceed, back up all the files on the hard drive.

1. Turn off the system.
   
   
2. Remove the drive carrier and install it in another drive bay.
   
   

See "Installing Hard Drives" for information about installing hard drives.

3. If the problem is resolved, the backplane board has a defective connector.
   
   

See "Getting Help" for information about obtaining technical assistance.

4. If the problem is not resolved, see "Getting Help" for information about obtaining technical assistance.
   
   

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