A Troubleshooting

This appendix provides basic information about troubleshooting your Oracle Oracle Exalytics In-Memory Machine.

It contains the following topics:

Section A.1, "Troubleshooting the Setup"
Section A.2, "Additional Troubleshooting Information"
Section A.3, "Locating the Machine Serial Number"

A.1 Troubleshooting the Setup

This section contains information to help you troubleshoot minor machine problems.

If you experience problems while setting up your Oracle Oracle Exalytics In-Memory Machine, refer to the troubleshooting information in Table A-1.

Table A-1 Troubleshooting Procedures

Problem Possible Solution

Problem	Possible Solution
Oracle Exalytics In-Memory Machine does not power on when the front panel Power button is pressed.	Keep notes on the following situations in case you need to call service: Is the Power/OK LED flashing or constantly illuminated on the front of the system? (Ensure that the power cord is connected to the system and to a grounded power receptacle.) Does the wall outlet have power? Test by plugging in another device. Does the monitor sync within five minutes after power on? (The green LED on the monitor stops flashing and remains illuminated.) Has the system fully booted the ILOM SP? (Note that the system will block Power button presses until the ILOM SP is fully booted.)
Oracle Exalytics In-Memory Machine appears to be in standby power mode, but the Power/OK LED does not blink.	The Power/OK LED only blinks when all Oracle Exalytics In-Memory Machine components are in standby power mode. A tape drive might be connected to your server. Because tape drives do not enter standby power mode, the Power/OK LED does not blink.
Hung or frozen server: No response from mouse or keyboard or any application.	Try to access your system from a different machine on the network: On another system, type: `ping` IP_address_of_server. If a response is returned, then try logging in to the Oracle Exalytics In-Memory Machine using either `telnet`, `ssh`, or `rlogin`. If you successfully log in, list the running processes using the `ps` command. Kill any processes that appear unresponsive or should not be running, by using the `kill` process_ID command. Check the responsiveness of the Oracle Exalytics In-Memory Machine after each process is killed. If the this procedure does not work, power cycle the Oracle Exalytics In-Memory Machine: Press the Power/OK button to power off the Oracle Exalytics In-Memory Machine and wait 20 to 30 seconds. Press the Power/OK button again to power on the system.

Oracle Exalytics In-Memory Machine does not power on when the front panel Power button is pressed.

Keep notes on the following situations in case you need to call service:

Is the Power/OK LED flashing or constantly illuminated on the front of the system? (Ensure that the power cord is connected to the system and to a grounded power receptacle.)
Does the wall outlet have power? Test by plugging in another device.
Does the monitor sync within five minutes after power on? (The green LED on the monitor stops flashing and remains illuminated.)
Has the system fully booted the ILOM SP? (Note that the system will block Power button presses until the ILOM SP is fully booted.)

Oracle Exalytics In-Memory Machine appears to be in standby power mode, but the Power/OK LED does not blink.

The Power/OK LED only blinks when all Oracle Exalytics In-Memory Machine components are in standby power mode. A tape drive might be connected to your server. Because tape drives do not enter standby power mode, the Power/OK LED does not blink.

Hung or frozen server: No response from mouse or keyboard or any application.

Try to access your system from a different machine on the network:

On another system, type: ping IP_address_of_server.
If a response is returned, then try logging in to the Oracle Exalytics In-Memory Machine using either telnet, ssh, or rlogin.
If you successfully log in, list the running processes using the ps command.
Kill any processes that appear unresponsive or should not be running, by using the kill process_ID command.
Check the responsiveness of the Oracle Exalytics In-Memory Machine after each process is killed.

If the this procedure does not work, power cycle the Oracle Exalytics In-Memory Machine:

Press the Power/OK button to power off the Oracle Exalytics In-Memory Machine and wait 20 to 30 seconds.
Press the Power/OK button again to power on the system.

A.2 Additional Troubleshooting Information

For additional troubleshooting information, see the Sun Fire X4470 M2 Server Service Manual (821-0703) and the Oracle x86 Servers Diagnostics Guide (820-6750).

A.3 Locating the Machine Serial Number

You might need to have the serial number of your Oracle Oracle Exalytics In-Memory Machine when you ask for service on your system. Record this number for future use. Use one of the following methods to locate your machine's serial number:

On the front panel of the Oracle Oracle Exalytics In-Memory Machine, look at the bottom ledge (near the center) to locate the machine's serial number. For an illustration of the Oracle Oracle Exalytics In-Memory Machine front panel, see Section 2.5.1, "Front Panel Features".
Locate the yellow Customer Information Sheet (CIS) attached to your Oracle Oracle Exalytics In-Memory Machine packaging. This sheet includes the serial number.
From ILOM, enter the show/SYS command, or go to the System Information tab in the ILOM browser interface.

Use Table A-2 to collect information that you might need to communicate with Oracle support personnel.

Table A-2 System Information Required for Support

System Configuration Information Required	Your Information
Service contract number
System model
Operating environment
System serial number
Peripherals attached to the system
Email address and phone number for you and a secondary contact Street address where the system is located
Administrator password
Summary of the problem and the work being done when the problem occurred
Other useful information
IP address
Oracle Exalytics In-Memory Machine name (system host name)
Network or internet domain name
Proxy server configuration