Dell PowerEdge 860: Troubleshooting Your System

Checking the Equipment

This section provides troubleshooting procedures for external devices attached to the system, such as the

monitor, keyboard, or mouse. Before you perform any of the procedures, see "Troubleshooting External

Connections" on page 81.

Troubleshooting IRQ Assignment Conflicts

Most PCI devices can share an IRQ with another device, but they cannot use an IRQ simultaneously. To

avoid this type of conflict, see the documentation for each PCI device for specific IRQ requirements.

Table 4-2 lists the IRQ assignments.

Table 4-2. IRQ Assignment Defaults

IRQ Line Assignment

IRQ0 System timer

IRQ1 Keyboard controller

IRQ2 Interrupt controller 1 to enable IRQ8 through IRQ15

IRQ3 Available

IRQ4 Serial port 1 (COM1 and COM3)

IRQ5 Available

IRQ6 Available

IRQ7 Available

IRQ8 Real-time clock

IRQ9 ACPI functions (used for power management)

IRQ10 Available

IRQ11 Available

IRQ12 PS/2 mouse port (available if the mouse is disabled through the System Setup

program)

IRQ13 Math coprocessor

IRQ14 IDE optical drive controller (available if IDE CDROM controller is disabled through

the System Setup program)

IRQ15 Reserved (available if IDE CDROM controller is disabled through the System Setup

program)

80 Troubleshooting Your System

Troubleshooting External Connections

Loose or improperly connected cables are the most likely source of problems for the system, monitor, and

other peripherals (such as a printer, keyboard, mouse, or other external device). Ensure that all external

cables are securely attached to the external connectors on your system. See Figure 1-1 for the front-panel

connectors and Figure 1-2 for the back-panel connectors on your system.

Troubleshooting the Video Subsystem

Problem

• Monitor is not working properly.

• Video memory is faulty.

Action

1

Check the system and power connections to the monitor.

2

Determine whether the system has monitors attached to both the front and rear video connectors.

The system supports only one monitor attached to either the front or rear video connector. When a

monitor is connected to the front panel, and the back-panel video connector is disabled.

If two monitors are attached to the system, disconnect one monitor. If the problem is not resolved,

continue to the next step.

3

Check the system and power connections to the monitor.

4

Run the appropriate online diagnostic test. See "Using Dell PowerEdge Diagnostics" on page 93.

If the tests run successfully, the problem is not related to video hardware.

If the tests fail, see "Getting Help" on page 103.

Troubleshooting the Keyboard

Problem

• System message indicates a problem with the keyboard.

• Keyboard is not functioning properly.

Action

1

Run the appropriate online diagnostic test. See "Using Dell PowerEdge Diagnostics" on page 93.

2

Press each key on the keyboard, and examine the keyboard and its cable for signs of damage.

3

Swap the faulty keyboard with a working keyboard.

If the problem is resolved, replace the faulty keyboard. See "Getting Help" on page 103.

If the problem is not resolved, see "Getting Help" on page 103.

Troubleshooting Your System 81

Troubleshooting the Mouse

Problem

• System message indicates a problem with the mouse.

• Mouse is not functioning properly.

Action

1

Run the appropriate online diagnostic test. See "Using Dell PowerEdge Diagnostics" on page 93.

If the test fails, continue to the next step.

2

Examine the mouse and its cable for signs of damage.

3

Swap the faulty mouse with a working mouse.

If the problem is resolved, replace the faulty mouse. See "Getting Help" on page 103.

If the problem is not resolved, see "Getting Help" on page 103.

Troubleshooting Basic I/O Functions

Problem

• Error message indicates a problem with a serial port.

• Device connected to a serial port is not operating properly.

Action

1

Enter the System Setup program and ensure that the serial port is enabled. See "Using the System

Setup Program" on page 29.

2

If the problem is confined to a particular application, see the application documentation for specific

port configuration requirements that the program may require.

3

Run the appropriate online diagnostic test. See "Using Dell PowerEdge Diagnostics" on page 93.

If the tests run successfully but the problem persists, see "Troubleshooting a Serial I/O Device" on

page 82.

Troubleshooting a Serial I/O Device

Problem

• Device connected to the serial port is not operating properly.

82 Troubleshooting Your System

Action

1

Turn off the system and any peripheral devices connected to the serial port.

2

Swap the serial interface cable with a working cable, and turn on the system and the serial device.

If the problem is resolved, replace the interface cable. See "Getting Help" on page 103.

3

Turn off the system and the serial device, and swap the device with a comparable device.

4

Turn on the system and the serial device.

If the problem is resolved, replace the serial device. See "Getting Help" on page 103.

If the problem persists, see "Getting Help" on page 103.

Troubleshooting a USB Device

Problem

• System message indicates a problem with a USB device.

• Device connected to a USB port is not operating properly.

Action

1

Enter the System Setup program, and ensure that the USB ports are enabled. See "Using the System

Setup Program" on page 29.

2

Turn off the system and any USB devices.

3

Disconnect the USB devices, and connect the malfunctioning device to the other USB connector.

4

Turn on the system and then turn on the reconnected device.

If the problem is resolved, the USB connector might be defective. See "Getting Help" on page 103.

5

If possible, swap the interface cable with a working cable.

If the problem is resolved, replace the interface cable. See "Getting Help" on page 103.

6

Turn off the system and the USB device, and swap the device with a comparable device.

7

Turn on the system and the USB device.

If the problem is resolved, replace the USB device. See "Getting Help" on page 103.

If the problem persists, see "Getting Help" on page 103.

Troubleshooting a NIC

Problem

• NIC cannot communicate with network.

Troubleshooting Your System 83

Action

1

Run the appropriate online diagnostic test. See "Using Dell PowerEdge Diagnostics" on page 93.

2

Check the appropriate indicator on the NIC connector. See "NIC Indicator Codes" on page 15.

• If the link indicator does not light, check all cable connections.

• If the activity indicator does not light, the network driver files might be damaged or missing.

Remove and reinstall the drivers if applicable. See the NIC's documentation.

• Change the autonegotiation setting, if possible.

• Use another connector on the switch or hub.

If you are using a NIC card instead of an integrated NIC, see the documentation for the NIC card.

3

Ensure that the appropriate drivers are installed and the protocols are bound. See the NIC's

documentation.

4

Enter the System Setup program and confirm that the NICs are enabled. See "Using the System Setup

Program" on page 29.

5

Ensure that the NICs, hubs, and switches on the network are all set to the same data transmission

speed. See the network equipment documentation.

6

Ensure that all network cables are of the proper type and do not exceed the maximum length.

Responding to a Systems Management Software Alert Message

Systems management software monitors critical system voltages and temperatures, fans, and hard drives in

the system. Alert messages appear in the

Alert Log

window. For information about the

Alert Log

window,

see the systems management software documentation.

Troubleshooting a Wet System

Problem

• Liquid spilled on the system.

• Excessive humidity.

Action

CAUTION: Only trained service technicians are authorized to remove the system cover and access any of the

components inside the system. Before performing any procedure, see your Product Information Guide for

complete information about safety precautions, working inside the computer and protecting against electrostatic

discharge.

1

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.

2

Open the system. See "Opening the System" on page 46.

3

Remove all expansion cards installed in the system. See "Removing an Expansion Card" on page 65.

84 Troubleshooting Your System

4

Let the system dry thoroughly for at least 24 hours.

5

Close the system. See "Closing the System" on page 47.

6

Reconnect the system to the electrical outlet, and turn on the system and attached peripherals.

If the system does not start properly, see "Getting Help" on page 103.

7

If the system starts properly, shut down the system and reinstall all of the expansion cards that you

removed. See "Installing an Expansion Card" on page 63.

8

Run the appropriate online diagnostic test. See "Using Dell PowerEdge Diagnostics" on page 93.

If the tests fail, see "Getting Help" on page 103.

Troubleshooting a Damaged System

Problem

• System was dropped or damaged.

Action

CAUTION: Only trained service technicians are authorized to remove the system cover and access any of the

components inside the system. Before performing any procedure, see your Product Information Guide for

complete information about safety precautions, working inside the computer and protecting against electrostatic

discharge.

1

Open the system. See "Opening the System" on page 46.

2

Ensure that the following components are properly installed:

• Expansion cards

• Power supplies

•Fans

3

Ensure that all cables are properly connected.

4

Close the system. See "Closing the System" on page 47.

5

Run the system board tests in the system diagnostics. See "Running the System Diagnostics" on

page 93.

If the tests fail, see "Getting Help" on page 103.

Troubleshooting Your System 85

Troubleshooting the System Battery

Problem

• System message indicates a problem with the battery.

• System Setup program loses system configuration information.

• System date and time do not remain current.

NOTE: If the system is turned off for long periods of time (for weeks or months), the NVRAM may lose its system

configuration information. This situation is caused by a defective battery.

Action

1

Re-enter the time and date through the System Setup program. See "Using the System Setup Program"

on page 29.

2

Turn off the system and disconnect it from the electrical outlet for at least one hour.

3

Reconnect the system to the electrical outlet and turn on the system.

4

Enter the System Setup program.

If the date and time are not correct in the System Setup program, replace the battery. See "System

Battery" on page 49.

If the problem is not resolved by replacing the battery, see "Getting Help" on page 103.

NOTE: Some software may cause the system time to speed up or slow down. If the system seems to operate

normally except for the time kept in the System Setup program, the problem may be caused by software rather than

by a defective battery.

Troubleshooting the Power Supply

Problem

• System-status indicators are amber.

Action

CAUTION: Only trained service technicians are authorized to remove the system cover and access any of the

components inside the system. Before performing any procedure, see your Product Information Guide for

complete information about safety precautions, working inside the computer and protecting against electrostatic

discharge.

1

Run the appropriate online diagnostics test. See "Using Dell PowerEdge Diagnostics" on page 93.

2

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.

3

Open the system. See "Opening the System" on page 46.

86 Troubleshooting Your System

4

Ensure that the power supply is properly installed by removing and reinstalling it. See "Power Supply"

on page 61.

If the problem persists, remove the faulty power supply. See "Removing the Power Supply" on page 61.

5

Install a new power supply. See "Installing the Power Supply" on page 62.

If the problem persists, see "Getting Help" on page 103.

Troubleshooting System Cooling Problems

Problem

• Systems management software issues a fan-related error message.

Action

Ensure that none of the following conditions exist:

• Ambient temperature is too high.

• External airflow is obstructed.

• Cables inside the system obstruct airflow.

• An individual cooling fan has failed. See "Troubleshooting a Fan" on page 87.

Troubleshooting a Fan

Problem

• System-status indicator is amber.

• Systems management software issues a fan-related error message.

Action

CAUTION: Only trained service technicians are authorized to remove the system cover and access any of the

components inside the system. Before performing any procedure, see your Product Information Guide for

complete information about safety precautions, working inside the computer and protecting against electrostatic

discharge.

1

Run the appropriate diagnostic test. See "Using Dell PowerEdge Diagnostics" on page 93.

2

Open the system. See "Opening the System" on page 46.

3

Ensure that the faulty fan's power cable is firmly attached to the fan power connector. See "Fan

Assembly" on page 57.

NOTE: Wait 30 seconds for the system to recognize the fan and determine whether it is working properly.

Troubleshooting Your System 87

4

If the problem is not resolved, install a new fan. See "Fan Assembly" on page 57.

If the replacement fan is working properly, close the system. See "Closing the System" on page 47.

If the replacement fan does not operate, see "Getting Help" on page 103.

Troubleshooting System Memory

Problem

• Faulty memory module.

• Faulty system board.

• Diagnostic indicator code indicates a problem with system memory.

Action

CAUTION: Only trained service technicians are authorized to remove the system cover and access any of the

components inside the system. Before performing any procedure, see your Product Information Guide for

complete information about safety precautions, working inside the computer and protecting against electrostatic

discharge.

1

If the system is operational, run the appropriate online diagnostic test. See "Using Dell PowerEdge

Diagnostics" on page 93.

If diagnostics indicates a fault, follow the corrective action(s) provided by the diagnostic program. If

the problem is not resolved or if the system is not operational, proceed to step 2.

2

Turn off the system and attached peripherals, unplug the system from the power source and press the

power button, and reconnect the system to power.

3

Turn on the system and attached peripherals and, as the system boots, note the messages on the

screen.

If the amount of system memory detected during POST does not match the amount of memory

installed, proceed to the next step.

If an error message appears, go to step 12.

4

Enter the System Setup program and check the system memory setting. See "Using the System Setup

Program" on page 29.

If the amount of memory installed matches the system memory setting, go to step 12.

5

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.

6

Open the system. See "Opening the System" on page 46.

7

Ensure that the memory banks are populated correctly. See "Memory Module Installation Guidelines"

on page 68.

If the memory modules are populated correctly, continue to the next step.

8

Reseat the memory modules in their sockets. See "Installing Memory Modules" on page 69.

88 Troubleshooting Your System

9

Close the system. See "Closing the System" on page 47.

10

Reconnect the system to its electrical outlet, and turn on the system and attached peripherals.

11

Enter the System Setup program and check the system memory setting. See "Using the System Setup

Program" on page 29. If the amount of memory installed still does not match the system memory

setting, proceed to the next step.

12

Turn off the system and attached peripherals, and disconnect the system from its electrical outlet.

13

Open the system. See "Opening the System" on page 46.

NOTE: Several configurations for the memory modules exist; see "Memory Module Installation Guidelines" on

page 68.

14

If a diagnostic test or error message indicates a specific memory module as faulty, swap or replace the

module. Otherwise, swap the memory module in socket 1 with a module of the same type and capacity

that is known to be good. See "Installing Memory Modules" on page 69.

15

Close the system. See "Closing the System" on page 47.

16

Reconnect the system to its electrical outlet, and turn on the system and attached peripherals.

17

As the system boots, observe any error message that appears and the diagnostic indicators on the front

of the system.

18

If the memory problem is still indicated, repeat step 12 through step 17 for each memory module

installed until the faulty memory module is replaced.

If the problem persists after all memory modules have been checked, see "Getting Help" on page 103.

Troubleshooting an Optical Drive

Problem

• System cannot read data from a CD or DVD.

• Optical drive indicator does not blink during boot.

Action

CAUTION: Only trained service technicians are authorized to remove the system cover and access any of the

components inside the system. Before performing any procedure, see your Product Information Guide for

complete information about safety precautions, working inside the computer and protecting against electrostatic

discharge.

1

Try using a different CD or DVD in the optical drive.

2

Enter the System Setup program and ensure that the drive’s IDE controller is enabled. See "Using the

System Setup Program" on page 29.

3

Run the appropriate online diagnostic test. See "Using Dell PowerEdge Diagnostics" on page 93.

4

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.

5

Open the system. See "Opening the System" on page 46.

Troubleshooting Your System 89