Beginning problem analysis

Start here to determine what caused a problem and learn how to recover from it.

Follow these steps to begin analyzing and handling the problem you are having.
  1. Is your server a 7037-A50 or 7047-185?
  2. Are you troubleshooting the keyboard, video, and mouse (KVM) switch for the 1x8 or 2x8 console manager?
  3. Is there an HMC attached to the failing server?
    • Yes: Continue with step 5.
    • No: Continue with the next step.
  4. Is your system being managed by the Integrated Virtualization Manager?
  5. Is the HMC functional?
    • Yes: Continue with the next step.
    • No: Refer to HMC problem analysis. Return here after the HMC is functional.
  6. Do you have a reference code on the HMC?
    Note: For details on viewing reference codes using the HMC, refer to Collecting reference codes and system information.
    • Yes: Record the reference codes, and refer to Reference codes list for customers to further isolate the problem.
    • No: Continue with the next step to check for serviceable events.
  7. In the navigation area of the HMC that is used to manage the server, open Service Applications > Service Focal Point > Manage Serviceable Events.
  8. Select the criteria for the serviceable events that you want to view, and click OK. The Serviceable Event Overview window opens. The list shows all serviceable events that match your selection criteria. You can use the menu options to perform actions on the serviceable events.
  9. Select an event listed in the Serviceable Event Overview window, and select Selected > View Details. The Serviceable Event Details window opens showing detailed information about the serviceable event. The upper table shows information, such as problem number and reference code. The lower table shows the field replaceable units (FRUs) associated with this event.
  10. Select the Serviceable Event for which you want to view comments and history, and follow these steps:
    1. Select View Comments from the Actions menu. When you are finished viewing the comments, click Close.
    2. Select View Service History from the Actions menu. The Service History window opens, showing service history associated with the selected error. When you are finished viewing the service history, click Close.
  11. When you are finished, click Cancel twice to close the Serviceable Event Details window and the Serviceable Event Overview window.
  12. If you have not determined or resolved the problem, choose from the following options:
  13. Are you able to log on to the Integrated Virtualization Manager interface?
  14. Did you receive a reference code on the Integrated Virtualization Manager?
    Note: For details on viewing reference codes using the Integrated Virtualization Manager, refer to Collecting reference codes and system information.
  15. In the Integrated Virtualization Manager Navigation bar, select Manage Serviceable Events (under Service Management).
  16. In the Serviceable Event Selection Criteria field, select the criteria for the serviceable events that you want to view, and click Apply. The Serviceable Events appear in the table below. The list shows all serviceable events that match your selection criteria. You can use the Tasks options to perform actions on the serviceable events.
  17. Choose from the following options:
    • To view properties, continue with step 18.
    • To view associated FRUs, continue with step 19.
    • To close a serviceable event, continue with step 20.
    • To view additional details for a serviceable event, continue with step 21.
  18. To view properties for a serviceable event, select the serviceable event that you want to view properties for and select Properties. The Serviceable Event Comments window opens.
  19. To view associated field replaceable units (FRUs), select the serviceable event that you want to view FRUs for, and select View associated FRUs. The Serviceable Event window opens.
  20. To close a serviceable event, select one or more of the serviceable events that you want to close, and select Close event. The Serviceable Event Comments window opens.
    1. Enter comments if necessary, and click Close Events.
    2. On the Close Serviceable Event dialog, click Yes to close the serviceable event.
  21. If you have SRUser role or DEUser role, you can view additional details for a serviceable event. Select the serviceable event that you want to view additional details for and select View additional details. The Serviceable Event Comments window opens listing additional service objects, each of which has a Properties task.
  22. If you have not determined or resolved the problem, choose from the following options:
    • If you are having a problem with an AIX system or logical partition, continue with AIX problem analysis.
    • If you are having a problem with a Linux system or logical partition, continue with Linux problem analysis.
Parent topic: Customer service, support, and troubleshooting
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