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System unit problem determination

Use this procedure to obtain a reference code if the customer did not provide you with one, or you are unable to load server diagnostics.

If you are able to load the diagnostics, go to AIX® partition problem determination.

The service processor may have recorded one or more symptoms in its error log. Examine this error log before proceeding (see the Advanced System Management Interface for details). The server may have been set up by using the HMC. Check the Service Action Event (SAE) log in the Service Focal Point. The SAE log may have recorded one or more symptoms in the Service Focal Point. To avoid unnecessary replacement of the same FRU for the same problem, it is necessary to check the SAE log for evidence of prior service activity on the same subsystem.

The service processor may have been set by the user to monitor system operations and to attempt recoveries. You can disable these actions while you diagnose and service the system. If the system maintenance policies were saved using the "save/restore hardware maintenance policies", all the settings of the service processor (except language) were saved and you can use the same service aid to restore the settings at the conclusion of your service action.

If you disable the service processor settings, note their current settings so that you can restore when you are done.

If the system is set to power on using one of the parameters in the following table, disconnect the modem to prevent incoming signals that could cause the system to power on.

Following are the service processor settings. See the Advanced System Management Interface information for more information about the service processor settings.

Table 1. Service processor settings
Setting Description
Monitoring (also called surveillance) From the ASMI menu, expand the System Configuration menu, then click on Monitoring. Disable both types of surveillance.
Auto power restart (also called unattended start mode) From the ASMI menu, expand Power/Restart Control, then click on Auto Power Restart, and set it to disabled.
Wake on LAN From the ASMI menu, expand Wake on LAN, and set it to disabled
Call out From the ASMI menu, expand the Service Aids menu, then click on Call-Home/Call-In Setup. Set the call-home system port and the call-in system port to disabled.

Step 1020-1

Be prepared to record code numbers to help analyze a problem.

Analyze a failure to load the diagnostic programs

Follow these steps to analyze a failure to load the diagnostic programs.
Note: Be prepared to answer questions regarding the control panel and to perform certain actions based on displayed POST indicators. Please be observant of these conditions.
  1. Run diagnostics on any partition. Find your symptom in the following table, then follow the instructions given in the Action column. If no fault is identified, continue to the next step.
  2. Run diagnostics on the failing partition. Find your symptom in the following table, then follow the instructions given in the Action column. If no fault is identified, continue to the next step.
  3. Power off the system. Refer to Stop the system.
  4. Load the standalone diagnostics in service mode to test the full system partition; refer to Using AIX online and standalone diagnostics
  5. Wait until the diagnostics are loaded or the system appears to stop. If you receive an error code or if the system stops before diagnostics are loaded, find your symptom in the following table, then follow the instructions given in the Action column. If no fault is identified, continue to the next step.
  6. Run the standalone diagnostics on the entire system. Find your symptom in the following table, then follow the instructions given in the Action column. If no fault is identified, call service support for assistance.
    Symptom Action
    One or more logical partitions does not boot.
    1. Check service processor error log. If an error is indicated, go to Start of call procedure.
    2. Check the Serviceable action event log, go to Start of call procedure.
    3. Go to Problems with loading and starting the operating system.
    The rack identify LED does not operate properly. Go to Start of call procedure.
    The system stopped and a system reference code is displayed on the operator panel. Go to Start of call procedure.
    The system stops with a prompt to enter a password. Enter the password. You cannot continue until a correct password has been entered. When you have entered a valid password, go to the beginning of this table and wait for one of the other conditions to occur.
    The diagnostic operating instructions are displayed. Go to MAP 0020: AIX or Linux problem determination procedure.
    The power good LED does not come on or does not stay on, or you have a power problem. Go to Power problems.
    The system login prompt is displayed. You may not have pressed the correct key or you may not have pressed the key soon enough when you were to trying to indicate a service mode IPL of the diagnostic programs. If this is the case, start again at the beginning of this step.
    Note: Perform the system shutdown procedure before turning off the system.

    If you are sure you pressed the correct key in a timely manner, go to Step 1020-2.
    The system does not respond when the password is entered. Go to Step 1020-2.
    The system stopped. A POST indicator is displayed on the system console and an eight-digit error code is not displayed. If the POST indicator represents:
    1. Memory, go to PFW1548: Memory and processor subsystem problem isolation procedure.
    2. Keyboard
      1. Replace the keyboard cable.
      2. Replace the keyboard.
      3. Replace the service processor. Location is model dependent.
      4. Go to PFW1542: I/O problem isolation procedure.
    3. Network, go to PFW1542: I/O problem isolation procedure.
    4. SCSI, go to PFW1542: I/O problem isolation procedure.
    5. Speaker
      1. Replace the operator panel.Location is model dependent.
      2. Replace the service processor.Location is model dependent.
      3. Go to PFW1542: I/O problem isolation procedure
    The System Management Services menu is displayed. Go to PFW1542: I/O problem isolation procedure.
    All other symptoms. If you were directed here from the Entry MAP, go to PFW1542: I/O problem isolation procedure. Otherwise, find the symptom in the Start of call procedure.

Step 1020-2

Use this procedure to analyze a keyboard problem.

Find the type of keyboard you are using in the following table; then follow the instructions given in the Action column.
Keyboard Type Action
Type 101 keyboard (U.S.). Identified by the size of the Enter key. The Enter key is in only one horizontal row of keys. Record error code M0KB D001; then go to Step 1020-3.
Type 102 keyboard (W.T.). Identified by the size of the Enter key. The Enter key extends into two horizontal rows. Record error code M0KB D002; then go to Step 1020-3.
Type 106 keyboard. (Identified by the Japanese characters.) Record error code M0KB D003; then go to Step 1020-3.
ASCII terminal keyboard Go to the documentation for this type of ASCII terminal and continue with problem determination.

Step 1020-3

Perform the following steps:

  1. Find the 8-digit error code in Reference codes.
    Note: If you do not locate the 8-digit code, look for it in one of the following places:
    • Any supplemental service manuals for attached devices
    • The diagnostic problem report screen for additional information
    • The Service Hints service aid
    • The CEREADME file (by using the Display service hints service aid)
  2. Perform the action listed.
Parent topic: Detecting problems
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Last updated: Fri, Oct 30, 2009