MAP 0020: Problem determination procedure

Use this MAP to get a service request number (SRN) if the customer or a previous MAP provided none.

Purpose of this MAP

Use this MAP to get a service request number (SRN) if the customer or a previous MAP provided none. If you are unable to power the system on, refer to the Power isolation procedure.

Step 0020-1
Visually check the server for obvious problems such as unplugged power cables or external devices that are powered off.

Did you find an obvious problem?
NO

Go to Step 0020-2.

YES

Fix the problem, then go to MAP 0410: Repair Checkout.
Step 0020-2
Are the AIX online diagnostics installed?

Note: If AIX is not installed on the server or partition, answer no to the above question.

NO

If the operating system is running, perform its shutdown procedure. Get help if needed. Go to Step 0020-4.

YES

Go to Step 0020-3.
Step 0020-3
Note: When possible, run online diagnostics in service mode. Online diagnostics perform additional functions compared to standalone diagnostics.

Run online diagnostics in concurrent mode when the customer does not let you power-off the system unit. To run online diagnostics in service mode, go to substep 5. If the system unit is already running in the service mode and you want to run online diagnostics, proceed to the question at the bottom of this MAP step. Otherwise, continue with 1 through 4 in the following procedure.
1. Log in with root authority or use CE login. If necessary, ask the customer for the password.
2. Enter the diag -a command to check for missing resources.
  1. If you see a command line prompt, proceed to substep 3 below.
  2. If the DIAGNOSTIC SELECTION menu is displayed, with the letter M shown next to any resource, select that resource, then press Commit (F7 key). Follow any instructions displayed. If you are prompted with a message Do you want to review the previously displayed error select Yes and press Enter. If an SRN displays, record it, and go to Step 0020-15. If there is no SRN, go to substep 3 below.
  3. If MISSING RESOURCE menu is displayed, follow any instructions displayed. If you are prompted with a message Do you want to review the previously displayed error select Yes and press Enter. If an SRN displays, record it, and go to Step 0020-15. If there is no SRN, go to substep 3 below.
3. Enter the diag command.
4. Go to Step 0020-5.
5. If the operating system is running, perform its shut down procedure (get help if needed).
6. Turn off the system unit power and wait 45 seconds before proceeding.
7. Turn on the system unit power.
8. Load the online diagnostics in service mode.
9. Wait until the Diagnostic Operating Instructions display or the system appears to have stopped.
Are the Diagnostic Operating Instructions displayed?
NO

Go to Step 0020-16.

YES

Go to Step 0020-5.
Step 0020-4
Note: If you are working on a partition, do not remove the power as directed in the following procedure. Only remove the power if you are working on a server that does not have multiple partitions.
1. If the server does not have multiple partitions, disconnect the power from the server, wait 45 seconds, then reconnect the power.
2. If the server supports slow boot (See Performing a slow boot) set the server to perform a slow boot for the next boot that is performed. If the system does not support slow boot, do a normal boot in the next step.
3. Refer to Loading the AIX online and eServer standalone diagnostics to load the eServer standalone diagnostics. Before continuing to the next step, ensure that the server power is turned on, or if you are working on a partition, the partition is started. The server or partition should be booting the eServer standalone diagnostics from a CD-ROM or a network server.
4. Wait until the Diagnostic Operating Instructions display or the server boot appears to have stopped.
Are the Diagnostic Operating Instructions displayed?
NO

Go to Step 0020-16.

YES

Go to Step 0020-5.
Step 0020-5
Are the Diagnostic Operating Instructions displayed (screen number 801001) with no obvious problem (for example, blurred or distorted)?
NO

For display problems, go to Step 0020-12.

YES

To continue with diagnostics, go to Step 0020-6.
Step 0020-6
Press the Enter key.

Is the FUNCTION SELECTION menu displayed (screen number 801002)?
NO

Go to Step 0020-13.

YES

Go to Step 0020-7.

Step 0020-7

Select the ADVANCED DIAGNOSTICS ROUTINES option.
Notes:
1. If the terminal type is not defined, do so now. You cannot proceed until this is complete.
2. If you have SRNs from a Previous Diagnostics Results screen, process these Previous Diagnostics Results SRNs prior to processing any SRNs you may have received from an SRN reporting screen.
If the DIAGNOSTIC MODE SELECTION menu (screen number 801003) displays, select the PROBLEM DETERMINATION option.
Find your system response in the following table. Follow the instructions in the Action column.

System Response	Action
Previous Diagnostic Results. Do you want to review the previously displayed error?	You have a pending item in the error log for which there is no corresponding Log Repair Action. To see this error, select YES at the prompt. Information from the error log is displayed in order of last event first. Record the error code, the FRU names and the location code of the FRUs. Go to Step 0020-15.
The RESOURCE SELECTION menu or the ADVANCED DIAGNOSTIC SELECTION menu is displayed (screen number 801006).	Go to Step 0020-8.
The system halted while testing a resource.	Record SRN 110-xxxx, where xxxx is the first four digits of the menu number displayed in the upper-right corner of the diagnostic menu. Go to Step 0020-15.
The MISSING RESOURCE menu is displayed or the letter `M` is displayed alongside a resource in the resource list.	If the MISSING RESOURCE menu is displayed, follow the displayed instructions until either the ADVANCED DIAGNOSTIC SELECTION menu or an SRN is displayed. If an `M` is displayed in front of a resource (indicating that it is missing) select that resource then choose the Commit (F7 key). Notes: Run any supplemental media that may have been supplied with the adapter or device, and then return to substep 1 of Step 0020-7. If the SCSI enclosure services device appears on the missing resource list along with the other resources, select it first. ISA adapters cannot be detected by the system. The ISA adapter configuration service aid in standalone diagnostics allows the identification and configuration of ISA adapters. If the ADVANCED DIAGNOSTIC SELECTION menu is displayed, go to Step 0020-11. If an 8-digit error code is displayed, go to Reference codes. If an SRN is displayed, record it, and go to Step 0020-15.
The message `The system will now continue the boot process` is displayed continuously on the system unit's console.	Go to Step 0020-4.
The message `Processing supplemental diagnostic diskette media` is displayed continuously on the system unit's console.	Call your service support structure.
The diagnostics begin testing a resource. Note: If the problem determination option was selected from the DIAGNOSTIC MODE SELECTION menu, and if a recent error has been logged in the error log, the diagnostics automatically begin testing the resource.	Follow the displayed instructions. If the No Trouble Found screen is displayed, press Enter. If another resource is tested, repeat this step. If the ADVANCED DIAGNOSTIC SELECTION menu is displayed, go to Step 0020-11. If an SRN is displayed, record it, and go to Step 0020-15. If an 8-digit error code is displayed, go to Reference codes.
The system did not respond to selecting the advanced diagnostics option.	Go to Step 0020-13.
A system unit with a beeper did not beep while booting.	Record SRN 111-947 and then go to Step 0020-15
The system unit emits a continuous sound from the beeper.	Record SRN 111-947 and then go to Step 0020-15.
An SRN or an eight-digit error code is displayed.	Record the error code, the FRU names, and the location code for the FRUs. If a SRN is displayed, go to Step 0020-15. If an 8-digit error code is displayed, go to Reference codes.
The system stopped with a 3-digit or 4-digit code displayed in the operator panel display.	Record SRN 101-xxx (where xxx is the rightmost three digits of the displayed code). Go to Step 0020-15.
An `888` message is displayed in the operator panel display. Note: The `888` may or may not be flashing.	Go to Isolation MAP 0070: 888 Sequence in operator panel display.

Step 0020-8
On the DIAGNOSTIC SELECTION or ADVANCED DIAGNOSTIC SELECTION menu, look through the list of resources to make sure that all adapters and SCSI devices are listed including any new resources.
Notes:
1. Resources attached to serial and parallel ports may not appear in the resource list.
2. If running diagnostics in a partition within a partitioned system, resources assigned to other partitions will not be displayed on the resource list.
Did you find the all the adapters or devices on the list?
NO

Go to Step 0020-9.

YES

Go to Step 0020-11.
Step 0020-9
Is the new device or adapter an exact replacement for a previous one installed at same location?
NO

Go to Step 0020-10.

YES

The replacement device or adapter may be defective. If possible, try installing it in an alternate location if one is available; if it works in that location, then suspect that the location where it failed to appear has a defective slot; schedule time to replace the hardware that supports that slot. If it does not work in alternate location, suspect a bad replacement adapter or device. If you are still unable to detect the device or adapter, contact your service support structure.
Step 0020-10
Is the operating system software to support this new adapter or device installed?
NO

Load the operating system software.

YES

The replacement device or adapter may be defective. If possible, try installing it in an alternate location if one is available; if it works in that location, then suspect that the location where it failed to appear has a defective slot; schedule time to replace the hardware that supports that slot. If it does not work in alternate location, suspect a bad replacement adapter or device. If you are still unable to detect the device or adapter, contact your service support structure.

Step 0020-11

Select and run the diagnostic test problem determination or system verification on one of the following:

The resources with which the customer is having problems. If the resource is not shown on the DIAGNOSTIC SELECTION menu, then run diagnostics on its parent (the adapter or controller to which the resource is attached).
The resources you suspect are causing a problem.
All resources.
Note: When choosing All Resources, interactive tests are not done. If no problem is found running All Resources you should choose each of the individual resources on the selection menu to run diagnostics tests on to do the interactive tests

Find the response in the following table or follow the directions on the test results screen.

Diagnostic Response	Action
An SRN or an eight-digit error code is displayed on the screen.	Record the error code, the FRU names, and the location code for the FRUs. If an SRN is displayed, go to Step 0020-15. If an 8-digit error code is displayed, go to the information center, and perform a search on the error code to obtain the name and location of the failing FRU. Perform the listed action.
The TESTING COMPLETE menu and the `No trouble was found` message are displayed, and you have not tested all of the resources.	Press Enter and continue testing other resources.
The TESTING COMPLETE menu and the `No trouble was found` message are displayed, and you have tested all of the resources.	Go to Step 0020-14. Note: If you have not run the sysplanar test, do so before going to Step 0020-14.
The system halted while testing a resource.	Record SRN 110-xxxx, where xxxx is the first three or four digits of the menu number displayed in the upper-right corner of the diagnostic menu screen. Go to Step 0020-15.
When running the Online Diagnostics, an installed device does not appear in the test list.	Ensure that the diagnostic support for the device was installed. The display configuration service aid can be used to determine whether diagnostic support is installed for the device. Record SRN 110-101. Go to Step 0020-15. Note: Supplemental diskettes may be required if service aids are run from standalone diagnostics.
The IBM ARTIC960 Quad T1/E1 adapter diagnostics display a message indicating that the interface board (PMC) is either not installed or is malfunctioning.	Install a PMC board if not already installed. When running online diagnostics on any of the IBM ARTIC960 family of adapters and the message indicates that the PMC (daughter board) is not installed, but it is installed, do the following: Reseat the PMC board, then run diagnostics. If the response is the same, replace the PMC and then go to MAP 0410: Repair Checkout.
The symptom was not found in the table.	Go back to the Start of call procedure.

Step 0020-12

The following step analyzes a console display problem.

Find your type of console display in the following table. Follow the instructions given in the Action column.

Type of Console Display	Action
TTY-type terminal	Be sure the TTY terminal attributes are set correctly. See "Running the Diagnostic Programs from a TTY Terminal" in Using Standalone and Online Diagnostics. If you did not find a problem with the attributes, go to the documentation for this type of TTY terminal, and continue problem determination. If you do not find the problem, record SRN 111-259, then go the Step 0020-15.
Graphics display	Go to the documentation for this type of graphics display, and continue problem determination. If you do not find the problem, record SRN 111-82c, then go to Step 0020-15.
HMC (Hardware Management Console)	Go to HMC isolation procedures. If HMC tests find no problem, there may be a problem with the communication between the HMC and the managed system. If the HMC communicates with the managed system through a network interface, verify whether the network interface is functional. If the HMC communicates with the managed system through the HMC interface, check the cable between the HMC and the managed system. If it is not causing the problem, suspect a configuration problem of the HMC communications setup.

Step 0020-13

There is a problem with the keyboard.

Find the type of keyboard you are using in the following table. Follow the instructions given in the Action column.

Keyboard Type	Action
Type 101 keyboard (U.S.). Identify by the size of the Enter key. The Enter key is in only one horizontal row of keys.	Record SRN 111-736, then go to Step 0020-15.
Type 102 keyboard (W.T.). Identify by the size of the Enter key. The Enter key extends into two horizontal rows.	Record SRN 111-922; then go to Step 0020-15.
Kanji-type keyboard. (Identify by the Japanese characters.)	Record SRN 111-923; then go to Step 0020-15.
TTY terminal keyboard	Go to the documentation for this type of TTY terminal and continue problem determination.
HMC (Hardware Management Console)	Go to HMC isolation procedures. If HMC tests find no problem, there may be a problem with the communication between the HMC and the managed system. If the HMC communicates with the managed system through a network interface, verify whether the network interface is functional. If the HMC communicates with the managed system through the HMC interface, check the cable between the HMC and the managed system. If it is not causing the problem, suspect a configuration problem of the HMC communications setup.

Step 0020-14
The diagnostics did not detect a problem.

If the problem is related to either the system unit or the I/O expansion box, refer to the service documentation for that unit.

If the problem is related to an external resource, use the problem determination procedures, if available, for that resource.

If a problem occurs when running online diagnostics but not when running the stand-alone diagnostics, suspect a software problem.

Check for the presence of supplemental diagnostic material, such as diskettes or documentation.

This is possibly a problem with software or intermittent hardware. If you think that you have an intermittent hardware problem, go to MAP 0040: Intermittent problem isolation.
Step 0020-15
Take the following actions:
1. Handle multiple SRNs and error codes in the following order:
  1. 8-Digit Error Codes.
  2. SRNs with a source code other than F or G.
  3. SRNs with a source code of F. Run online diagnostics in advanced and problem determination mode to obtain maximum isolation.
  4. SRNs with a source code of G.
    Note: The priority for multiple SRNs with a source of G is determined by the time stamp of the failure. Follow the action for the SRN with the earliest time stamp first.
  5. Device SRNs and error codes (5-digit SRNs).
  If a group has multiple SRNs, it does not matter which SRN is handled first.
2. Find the SRN in the List of service request numbers.
  Note: If the SRN is not listed, look for it in the following:
  - Any supplemental service manual for the device
  - The diagnostic problem report screen for additional information
  - The "Service Hints" service aid in Using standalone and online diagnostics
  - The CEREADME file (by using the Service Hints service aid)
3. Perform the action listed.
4. If you replace a part, go to MAP 0410: Repair checkout.
Step 0020-16
Refer to AIX IPL progress codes for definitions of configuration program indicators. They are normally 0xxx.

Is a configuration program indicator displayed?
NO

Go to the Problems with loading and starting the operating system (AIX and Linux)

YES

Record SRN 101-xxxx (where xxxx is the rightmost three or four digits or characters of the configuration program indicator). Go to Step 0020-17.
Step 0020-17
Is a physical location code or an AIX location code displayed on the operator panel display?
NO

Go to Step 0020-15.

YES

Record the location code, then go to Step 0020-15.