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Basic Troubleshooting

Dell™ PowerVault™ 715N Systems Service Manual

	Overview		Internal Visual Inspection
	Initial User Contact		Running System Diagnostics
	External Visual Inspection		Obtaining Technical Assistance
	Observing the Boot Routine

Overview

This section describes basic troubleshooting procedures that can help you diagnose a system problem. The procedures can often reveal the source of a problem or indicate the correct starting point for servicing the system. See your Installation and Troubleshooting Guide for more detailed instructions on troubleshooting your system.

A brief explanation of how to load and start the system diagnostics can be found in "Running System Diagnostics."

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

Perform the following procedures in the order presented.

Initial User Contact

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:

1. Ask the user to back up any data on the hard drive if the system’s condition permits. 
   
   See the documentation provided with the operating system or applications software for information about backing up data.
   
   
2. Ask the user 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."
   
   
3. 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."

External Visual Inspection

Improperly set switches, controls, and loose or improperly connected cables are the most likely source of problems for the system or other peripherals. A quick check of all the switches, controls, and cable connections can easily solve the problems.

The external visual inspection consists of a quick inspection of the exterior of the system and cables. While performing the visual inspection, make any necessary corrections. To perform the external visual inspection, perform the following steps:

1. Inspect the system status LEDs for an indication of component malfunction.
   
   
2. Turn off the system, including any attached peripherals.
   
   
3. 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 the PDU into another electrical outlet. If it still is not receiving power, try another PDU, and then reconnect the system to the electrical outlet or PDU.
   
   
4. 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."

Observing the Boot Routine

NOTE: To observe the boot routine, you must use the console redirection function on the serial port (COM1). See the System Administrator's Guide for more information about console redirection.

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

Table 1. Startup Routine Indications

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, to prevent loss of data.

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:

1. Turn off the system, including any attached peripherals, and disconnect all the power cables from electrical outlets.

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.

2. Remove the system cover as described in "System 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.

3. Verify that the memory modules, expansion cards, and microprocessor and heat-sink assembly or assemblies are fully seated in their sockets or connectors.
   
   
4. To remove and reseat a microprocessor and heat-sink assembly, perform the steps described in "Microprocessor."
   
   
5. To remove and reseat a memory module, perform the steps described in "Memory Modules."
   
   
6. If you need to remove and reseat an expansion card, remove the card as described in "Expansion Card," and carefully reinsert the card in its connector until fully seated.
   
   
7. Verify that all jumpers are set correctly.
   
   For information about jumper settings, see "System Board Jumpers."
   
   
8. Ensure that all cable connectors inside the system are firmly attached to their appropriate connectors.
   
   
9. Replace the system cover.
   
   
10. 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 "Obtaining Technical Assistance."

Running System Diagnostics 

NOTE: To run the system diagnostics, you must use the console redirection function on the serial port (COM1). See the System Administrator's Guide for more information about console redirection.

To enter the system diagnostics, perform the following steps:

1. Connect the client system to the system with a serial cable.
   
   
2. Turn on the client system and set up a Hyperterminal connection.
   
   
   1. Click the Start button and point to Programs® Accessories
      ® Communications® Hyperterminal.
      
      
   2. Select 115200 for the bits per second, 8 for data bits, None for parity, 1 for stop bits, and Xon\Xoff for flow control.
      
      
3. Restart the appliance.
   
   
4. Press <F2> immediately after you see the following message:
   
   

Press <F2> to Enter the Function Select Menu

NOTE: If you use a version of Microsoft® Windows® 2000 earlier than Service Pack 2, the function keys do not work. You must press <Esc><2>.

If you wait too long and your operating system begins to boot, allow the appliance to complete the boot, and then shut down the appliance and try again.

5. When a menu appears, press <4> to run system diagnostics.
   
   
6. When a message appears asking if you are sure you want to run diagnostics, press <Y>, and then press <Enter>.
   
   

NOTE: The system diagnostics program does not start until the power-on self test (POST) completes.

For complete information about system diagnostics, See "Running System Diagnostics" in the Installation and Troubleshooting Guide.

Obtaining Technical Assistance

If none of the troubleshooting procedures in this section or the tests in the diagnostics reveals the source of the problem or leads to the proper troubleshooting steps for determining the source of the problem, see the Dell | Support website at support.dell.com or call Dell for technical assistance. For instructions on contacting Dell, see "Getting Help" in the Installation and Troubleshooting Guide.

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