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How to TROUBLESHOOT HP
Servers with VMware
Hypervisor
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Document control
date version no. author change/addition
02/05/2013 1.0 OLLIVIER Christophe Creation
© copyright, Equant 2006
All rights reserved.
The information contained in this document is the property of Equant and its affiliates and subsidiary companies forming partof the Equant group of companies (individually or collectively). No part of this document may be reproduced, stored in aretrieval system, or transmitted in any form or by any means; electronic, mechanical, photocopying, recording, or otherwise,without the prior written permission of Equant. Legal action will be taken against any infringement.
Equant is part of the France Telecom group and operates under the name, Orange Business Services.
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Table of contents
1.
Introduction .................................................................................................. 4
2.
Prerequisite .................................................................................................. 4
3.
If you a have VMware PSOD .............................................................................. 5
4.
Procedure for VMware Diagnostic ...................................................................... 6
4.1.
Solution 1: Use viclient .................................................................................... 6
4.2.
Solution 2: Connect to ESXi with ILO console ........................................................ 8
5. Procedure for Hardware Diagnostic .................................................................... 9
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1. Introduction
This document presents how to troubleshoot HP servers with VMware Hypervisor.
First, you need to download SYSTEM LOGS for VMware and then make diagnostic for
HP : indeed, hardware diagnostic take many hours
2. Prerequisite
You need an HP ISO image in order to do Hardware Diagnostic. In this documentation we uselast SPP (Service Pack for Proliant) version which is 2013.02.0.
http://h18004.www1.hp.com/products/servers/service_packs/en/index.html
You need a USB KEY in order to save LOGS to send to HP
If necessary, use “How to create a ticket on VMware website.doc” documentation in order to
know how to create a ticket to VMware (Cf. ICOG INFRA/OPERATIONS/SYSTEM)
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3. If you a have VMware PSOD
When a PSOD occurred on an ESXi server, we must immediately taken a screenshot of thePSOD before reboot it. Indeed, sometimes, dump files are not generated successfully and
VMware can’t retrieve information about PSOD: PSOD can help us to know if the problem is
Hardware or Software.
Explaination Screenshots
Log on ILO console on the server
Take a screenshot of the PSOD
Copy it on the vCenter server: copy thedownloaded files to D:\SOURCES. Createfolder if needed
You should use a name like “ServerName _PSOD_Date&Time”
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4. Procedure for VMware Diagnostic
When an issue occurred on an ESXi server, we must immediately downloaded SYSTEM LOGSfrom this server. There are two reasons:
Firstly, we must open a case to VMware and these files are mandatory
Secondly, logs can be erased by new logs if we are waiting too long.
You have two solutions in order to download these files
4.1. Solution 1: Use viclient
Explaination Screenshots
Open a RDP session (Remote DesktopConnection) on the vCenter server
Launch vi Client in order to connect to vCenter
From your vSphere client: Select ESXi server which has a problem
Select “File”
Select “Export”
Select “Export System Logs”
Click on “Next” button
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Choose a location in order to save logs onyour computer: copy the downloaded filesto D:\SOURCES (you are on the vCenter).Create folder if needed
Click on “Finish” button
When logs are downloaded, send them to VMware (See “How to create a ticket on VMware website.doc”) if necessary.
Now a generic account is available to open VMware case,vmware_admin_obs@orange.com. You canfind all information needed in engineering SUFlink below, password…. http://dico.equant.com/dicos\SAHDTO.nsf/vTous/PPON-7L5HEM?opendocument&login
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4.2. Solution 2: Connect to ESXi with ILO console
Explaination Screenshots
Sometimes, you can’t generated and
downloaded logs directly from vCenter(Network problem). Nevertheless, you cangenerated SYSTEM LOGS directly on the ESXiserver.
Connect to the server with ILO IntegratedConsole and pressed ALT+F1
When you are authentified, type “vm-support”
Sometimes you are not authorized to connectdirectly to ESXi server. In this case, you mustreturn to the previous menu (ALT+F2) andpressed F2, then go to “TroubleshootingOptions” and enabled “Local Tech Support”
When bundle is generated, if you candownloaded it (With WINSCP or other), send itto VMware.
Else inform your team that this bundle isavailable for a diagnostic
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5. Procedure for Hardware Diagnostic
Explaination Screenshots
Use ILO Integrated Console and boot on your
HP SPP (Service Pack for Proliant)
Select “Interactive Firmware Update Version2013.02.0”
Select “Agree” and click “Next”
Select “Insight Diagnostics”
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Map your USB Key in order to save your logs
Information to know: You MUST not unchecked “Image File”
else you will not be able to save logs or
use “Firmware Update” or “ArrayConfiguration Utility” at the boot menu
In “Survey” tab, click on “Save” button
Select “Save Entire Survey (All, Advanced)
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Click on “Virtual Floppy HP” button and saveyour files.
You should use a name like “ServerName _SurveyALLAdv”
Click “Ok”
Go to “Diagnose Tab”
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Select logical drive and click on “Diagnose”
button
Automatically, you are redirected to “Status”tab. The test is successfully here.
Go to “Test” tab then go to “Complete test”tab
Configure “Number of loops” to 5
Select “Unattended”
Select “All Devices”
Click on “Begin Testing” button
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THIS TEST CAN TAKE MORE THAN 10 HOURSWITH “NUMBER OF LOOPS” = 3
Information to know: You can reboot your workstation when
test is launch: it will not interrupt the
test. Nevertheless, boot image will be
disconnected and you will not be able
to use “Firmware Update” or “Array
Configuration Utility” at the boot menu.
The only solution will be to reboot
server and boot again on image in
order to use other menu.
When test is finished, select “Log” tab andselect “Save All Logs” (you must have selected
“Virtual Floppy HP”)
You should use a name like “ServerName _AllLogs”
You can already know if there is a hardwareproblem if there is some lines in “Error log”tab.
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Click on Exit “Diagnostics” in order to cameback to main menu
Click on “Array Configuration Utility” (If itdoesn’t work, you may have to reboot serveragain on this ISO image)
Select “Run Array Diagnostic Reports”
Select “Include All Controllers”
Click on “Generate Diagnostics Report”
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Save ADU reports (you must have mappedagain your USB Key if server has beenrebooted).
Select “HP Virtual Floppy”
You should use a name like “ServerName _ADU”
Now you should have three files:
“ServerName _SurveyALLAdv” “ServerName _AllLogs” “ServerName _ADU”
Send these files to HP (Use SSM IncidentLogging Procedure)