Starting a repair action

This is the starting point for repair actions. All repair actions should begin with this procedure. From this point, you are guided to the appropriate information to help you perform the necessary steps to repair the server. This procedure was formerly the starting a service call procedure.

Note: In this topic, control panel and operator panel are synonymous.

Before beginning, record information to help you return the server to the same state that the customer typically uses, such as:

The IPL type that the customer typically uses for the server.
The IPL mode that is used by the customer on this server.
The way in which the server is configured or partitioned.

Has problem analysis been performed using the procedures in problem analysis?
Yes: Continue with the next step.

No: Perform problem analysis using the procedures in problem analysis.
Is the failing server managed by a Hardware Management Console (HMC)?
Yes: Continue with step 6.

No: Continue with the next step.
Do you have a field replaceable unit (FRU), location code, and an action plan to replace a failing FRU?
Yes: Go to Part locations and location codes

No: Continue with the next step.
Do you have an action plan to perform an isolation procedure?
Yes: Go to Isolation procedures.

No: Continue with the next step.

Choose an action from the following symptom list:

You have a reference code but no action plan - go to problem analysis.
There is a hardware problem that does not generate a reference code - review the Isolation procedures to find an appropriate isolation procedure or contact your next level of support.
To check your server's firmware level or to update it - see the system's operation guide.
You have an engineering change (EC) or a hardware upgrade to apply - use the instructions provided with the change or upgrade.
You suspect a software problem - contact software support
To perform diagnostics or another service function - use the diagnostics tools available for your operating system.

This ends the procedure.

Is the HMC connected and functional?
Yes: Continue with the next step.

No: Start the HMC and attach it to the server. When the HMC is connected and functional, continue with the next step.

Perform the following steps from the HMC that is used to manage the server. During these steps, refer to the service data that was gathered earlier:

In the Navigation Area, open Service Management.
Select Manage Events. The Manage Serviceable Events - Select Serviceable Events panel will be displayed.
Select the status of Open.
Select all other selections to ALL and click OK.
Scroll through the list and verify that there is a problem with the status of Open to correspond with the customer's reported problem.

Do you find the reported problem, or an open problem near the time of the reported problem?

Note: If you are unable to locate the reported problem, and there is more than one open problem near the time of the reported failure, use the earliest problem in the list.

Yes: Continue with the next step.
No: Go to step 3, or if a serviceable event was not found, see the appropriate problem analysis procedure for the operating system you are using.
- If the server or partition is running the AIX® or Linux® operating system, see AIX and Linux problem analysis .
- If the server or partition is running the IBM® i operating system, see IBM i problem analysis .

Select the serviceable event you want to repair, and select Repair from the Selected menu.

Follow the instructions displayed on the HMC.

After you complete the repair procedure, the system automatically closes the serviceable event. This ends the procedure.

Note: If the Repair procedures are not available, go to step 3.