MAP 0020

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

For more information about failing part numbers, location codes, or removal and replacement procedures, see Part locations and location codes . Select your machine type and model number to see applicable procedures for your system.

Note: If you are unable to power the system on, see the Power isolation procedures.
  • 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 Verifying a repair.
  • Step 0020-2

    Are the AIX online diagnostics installed?

    Note: If AIX® online diagnostics are 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 substep5. 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 the 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 shutdown 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. Remove the power only 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. Power on the system. See Starting a system.
    3. See Running the stand-alone hardware diagnostics to load the 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 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
    1. Select the option ADVANCED DIAGNOSTICS ROUTINES.
      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.
    2. If the DIAGNOSTIC MODE SELECTION menu (screen number 801003) displays, select the option PROBLEM DETERMINATION.
    3. 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).
    Note:
    1. Run any supplemental media that may have been supplied with the adapter or device, and then return to substep 1 of Step 0020-7.
    2. If the SCSI enclosure services device appears on the missing resource list along with the other resources, select it first.
    3. 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, record it and go to Starting a repair action.

    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.
    The diagnostics begin testing a resource.
    Note: If the option Problem Determination 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 Starting a repair action.
    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 Starting a repair action.
    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 MAP 0070.
  • 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 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, select 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 knowledge 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 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 Verifying a repair.
    The symptom was not found in the table. Return to the Starting a repair action.
  • 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.

    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.
    Management console For a Hardware Management Console (HMC), go to the service procedures in Troubleshooting the HMC. If management console tests find no problem, there may be a problem with the communication between the management console and the managed system. If the management console communicates with the managed system through a network interface, verify whether the network interface is functional. If the management console communicates with the managed system through the management console interface, check the cable between the management console and the managed system. If it is not causing the problem, suspect a configuration problem of the management console 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.
    Hardware Management Console (HMC) Go to the HMC service procedures in Troubleshooting the HMC. 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, see 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.

  • 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.
      If the SRN is not listed, look for it in the following:
      • Any supplemental service information for the device
      • The diagnostic problem report screen for additional information
      • The "Service Hints" service aid in Tasks and service aids
    3. Perform the action listed.
    4. If you replace a part, go to Verifying a repair.
  • Step 0020-16

    Look up the AIX IPL progress codes for definitions of configuration program indicators. They are normally 0xxx or 2xxx.

    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 location information displayed on the operator panel display?
    No
    Go to Step 0020-15.
    Yes
    Record the location code, then go to Step 0020-15.