How to TROUBLESHOOTING HP Servers With VMware Hypervisor

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How to TROUBLESHOOT HP

Servers with VMware

Hypervisor






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.






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






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)









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”






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


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






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,[email protected]. You canfind all information needed in engineering SUFlink below, password…. http://dico.equant.com/dicos\SAHDTO.nsf/vTous/PPON-7L5HEM?opendocument&login

mailto:[email protected]


http://dico.equant.com/dicos/SAHDTO.nsf/vTous/PPON-7L5HEM?opendocument&login










4.2. Solution 2: Connect to ESXi with ILO console


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






5. Procedure for Hardware Diagnostic


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”






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)






Click on “Virtual Floppy HP” button and saveyour files.

You should use a name like “ServerName _SurveyALLAdv”

Click “Ok”

Go to “Diagnose Tab”






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






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.






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”






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)

How to TROUBLESHOOTING HP Servers With VMware Hypervisor

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