Troubleshooting
Problem
A list of items to check to troubleshoot memory problems in your system.
Resolving The Problem
-
To begin troubleshooting, check the following top issues. If your issue is listed, select the link; otherwise, proceed to step 2.
- BIOS displays smaller memory size than installed
- Hynix DIMMs may cause system boot failures
- Empty DIMM slots disabled by default (xSeries 305)
- Memory is not all seen by the operating system
- Memory ProteXion error in event log (xSeries 445)
- Memory errors may not turn on all appropriate failure indicators and/or PFA's (xSeries 455)
- Memory failure after DIMM install or replacement (xSeries 366)
- System does not boot after replacing memory DIMM
-
Check the RSA logs to see if there are any PFA errors, single bit errors (Memory ProteXion Events on xSeries 440 and 445), or Excessive or Correctable Errors logged. Any of these errors should warrant a service call for FRU replacement. Check the POST error log for error message 289. If the DIMM was disabled by a system-management interrupt (SMI), replace the DIMM. If the DIMM was disabled by the user or by POST, proceed to step 9.
- To enhance reliability, servers use ECC (Error Checking and Correcting) memory and Chipkill. ECC memory is fault tolerant and single bit errors can be corrected without shutting down the server. Chipkill corrects multiple single bit errors. If a memory chip error occurs, Chipkill will automatically take the failed memory chip offline while the server continues to run. Chipkill provides protection for memory similar to RAID protection for disks. Data bits and parity are written across multiple chips on the DIMM, and the controller is able to reconstruct a missing bit from a failed chip and continue working. Chipkill support is provided by the memory controller and is implemented using standard ECC DIMMs
- To enhance reliability, servers use ECC (Error Checking and Correcting) memory and Chipkill. ECC memory is fault tolerant and single bit errors can be corrected without shutting down the server. Chipkill corrects multiple single bit errors. If a memory chip error occurs, Chipkill will automatically take the failed memory chip offline while the server continues to run. Chipkill provides protection for memory similar to RAID protection for disks. Data bits and parity are written across multiple chips on the DIMM, and the controller is able to reconstruct a missing bit from a failed chip and continue working. Chipkill support is provided by the memory controller and is implemented using standard ECC DIMMs
- Check for POST numeric or beep codes at system startup. A startup beep code of 1-3 typically indicates a memory problem. If you are receiving an error at bootup, read the rest of the steps in this document, then refer to Troubleshooting bootup issues.
-
Make sure your system is at the latest BIOS, Systems Management firmware, and diagnostics. These updates ensure that new or added components are recognized and used correctly by the system.
For example:
-
Check the IBM ServerProven compatibility Web site to ensure that the memory has been tested and certified as being supported for your system. Most third party memory does not meet the stringent performance and quality guidelines required by IBM, and thus is not supported in IBM systems.
- SDRAM memory in a server can be either registered or unbuffered. The two types cannot be mixed. In registered memory, the registers provide a controlled delay in communication with the chipset. This delay is one clock cycle. This ensures that the clock edge collects all the data, and ensures that the data is accurate and complete in heavily loaded memory systems. In unbuffered memory, the chipset controller deals directly with the memory. No registers are between the chipset and the memory as they communicate with each other.
- Using incompatible memory is the most common reason memory upgrades do not work. While incompatible memory may work to some extent, it can lead to unpredictable system behavior including data corruption and poor system performance including blue screen stop errors, NMI errors, and intermittent lockups.
- Memory installed after receipt of the system should be verified as fully compatible with the system. It is important to make sure that you are using the correct part numbers when selecting computer memory. Any third party memory must be a direct replacement for the IBM option part number or replacement (FRU) number.
- When adding memory to a system that uses interleaving, the memory modules must be added in sets of two. Memory interleaving enables memory banks to be accessed simultaneously rather than sequentially. Interleaving can only occur between identical memory modules. Banks of memory are combined and organized into even and odd bytes. In this arrangement, a data request can be made to one bank, and while that request is pending, a second request can be made to the other bank. Interleaving access to memory increases system performance, because read and write activity occurs nearly simultaneously across multiple memory modules.
-
Reseat the memory modules firmly in their slots to ensure a firm and proper connection. Memory and other components frequently become dislodged when other work is done inside the system or when the system is moved from one location to another.
Note: When you handle Electrostatic Discharge-Sensitive devices (ESD) such as memory, take precautions to avoid damage from static electricity.
- Turn the DIMM so that the pins align correctly with the connector.
- Insert the DIMM into the connector by pressing on one edge of the DIMM and then on the other edge of the DIMM. Be sure to press straight into the connector. DIMM memory modules must be carefully placed in the connector by aligning the DIMMs inside the connector card guide and aligning the card so the connector key and the connector match. DIMM memory modules have a characteristic physical design where decoupling capacitors are placed near the connector edge of the DIMM. The placement of the DIMM between the connectors places the capacitors in a position where the decoupling capacitors can easily be broken off. The system will have intermittent memory failures if the capacitors or the DIMM decoupling capacitors are broken. This is not a problem when one is careful to place the DIMM in the connector.
- Make sure the retaining clips snap into the closed position. If a gap exists between the DIMM and the retaining clips, the DIMM has not been properly installed. In this case, open the retaining clips and remove then reinsert the DIMM.
- Installing or removing DIMMs changes the configuration information in the system. Therefore, after installing or removing a DIMM, you must save the new configuration information by using the F1 Configuration/Setup Utility program. When you restart the system, it will display a message indicating that the "memory configuration has changed".
- Press F1 at bootup to start the Configuration/Setup Utility program, then select Save Settings.
-
Ensure you are using the correct installation order for DIMMs installed in the system, otherwise the system will not recognize added memory correctly. The installation order for your particular system can be found in the Hardware Maintenance Manual (HMM), or on the inside cover of the system. Ensure that all memory is properly configured, properly installed, and is designed with the correct technology:
- To detect dual memory mode, the Power on self test setting in the F1 System Setup/Configuration Utility must be set to "Enhanced".
- To enable dual memory mode, both slots (slots 1 and 3, or slots 2 and 4) of a channel (channel A or B) must be populated. DIMMs must be oriented in the correct slots.
- Dual inline memory technologies must match exactly. Refer to the "Installing memory" section of the system's User Guide or HMM for additional guidance.
- Try a known good DIMM in the same slot where the memory is not showing up. Conversely, try the suspect DIMM in a known good slot or several slots. If the memory is still not seen in known good slots, it's most likely a faulty DIMM. Replace the suspect memory with a known good memory module. If the memory still fails, the system board memory slot may be defective.
-
If you are getting "DIMM slot disabled" message, or a known good DIMM is not seen in a certain slot, make sure that the slot is enabled in the BIOS program (press F1 key on IBM logo screen at bootup). This is found under the Advanced Setup/Memory Settings menu:
- Boot the system, and press F1 to get into BIOS.
- Select Advanced Settings, then Memory Settings.
- Change the corresponding DIMM slots option to Row is enabled.
- Select option to save settings and exit.
- Reboot the system for new settings to take effect.
-
Run Extended Diagnostics on memory from the F2 Diagnostics menu at bootup. Runnning extended diagnostics may take a long time to complete, depending on the amount of memory in the system. To use IBM Enhanced diagnostics to test the memory:
- Boot the system with the IBM Diagnostics diskette.
- Select Diagnostics.
- Select Memory Test - Full.
- Press F2 or click Options.
- Select Set Pass Count.
- Enter 10 at the > prompt.
- Press Enter.
- Press Esc.
- Select Run Screen or press Ctrl+Enter.
-
The initial memory count on some systems may indicate 1MB less than expected. Some machines use at least 1MB of memory for video. This is normal. Intel 810, 810E, 815, and 815E and select other on-board video chipsets use Dynamic Video Memory technology (DVMT) to allocate the amount of video memory to be used by the system. When the system is initially powered on, it allocates 1MB of system memory to the video adapter so that the system can utilize VGA video mode.
- Once the operating system is loaded, the chipset will employ more system memory as video cache if needed. If the system is running in VGA mode, then the video adapter will display only 1MB of video memory in use.
- The system BIOS will only register the 1MB of video memory that is reserved for the chipset to function in VGA mode.
- DVMT has the ability to dynamically allocate additional memory whenever it is required, and conversely, release it when it is no longer needed.
- Many diagnostic programs will only recognize the 1MB of video memory allocated by the system for Legacy support (i.e. VGA mode). The amount of video memory in use by the system will vary depending on the system's total amount of Random Access Memory (RAM) and the need for video memory.
Note: Whenever 4GB or more of memory is installed in some systems, the BIOS will display the total size minus the amount of memory that is being reserved for the PCI, I/O and other resources. See RETAIN tip H167887.
Note: Large memory support is available in Microsoft Windows Server 2003 and in Microsoft Windows 2000. See article from Microsoft.
- If it is determined that a DIMM is faulty or the DIMM slot on the system board or processor board is defective, contact your local IBM Support Center for further troubleshooting and/or warranty replacement of parts. Please have the FRU/CRU numbers of the defective DIMM(s) available for the support technician to expedite warranty replacement.
- If these steps have not solved your problem:
Refer to your system's Hardware Maintenance Manual, Or refer to "Need more help?"
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Modified date:
25 August 2022
UID
ibm1MIGR-40257