Difference between revisions of "Troubleshooting/Support Request Checklist"
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(Created page with "== Support Request Checklist == '''For Raptor Computing Systems support to accept a request for support, we first require that certain basic diagnostic checks are completed.'...") |
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:::: <span style="color:#008000">'''Yes'''</span> | :::: <span style="color:#008000">'''Yes'''</span> | ||
| − | ::::: Action 1.1: Remove mainboard from case and unplug all adapters, add on cards, and cables except for the PSU and one stick of RAM. Place mainboard on non-conductive, static-free surface and attempt to power on again by carefully bridging pins 1 and 2 (power switch) on the front panel header. | + | ::::: '''Action 1.1''': Remove mainboard from case and unplug all adapters, add on cards, and cables except for the PSU and one stick of RAM. Place mainboard on non-conductive, static-free surface and attempt to power on again after BMC startup has completed by carefully bridging pins 1 and 2 (power switch) on the front panel header. |
:::: <span style="color:#ff0000">'''No'''</span> | :::: <span style="color:#ff0000">'''No'''</span> | ||
| Line 27: | Line 27: | ||
:::::: <span style="color:#008000">'''Yes'''</span> | :::::: <span style="color:#008000">'''Yes'''</span> | ||
| − | ::::::: Action 1.1.1: Take a photograph of the text on that screen after all activity has stopped for at least 30 seconds. Send the photograph | + | ::::::: '''Action 1.1.1''': Take a photograph of the text on that screen after all activity has stopped for at least 30 seconds. Send the photograph to support@raptorcs.com along with an acknowledgement that you have reached Action 1.1.1 on the troubleshooting guide. |
:::::: <span style="color:#ff0000">'''No'''</span> | :::::: <span style="color:#ff0000">'''No'''</span> | ||
| − | ::::::: Action 1.1.2: Follow the BMC Connection Guide and return here. WIP. | + | ::::::: '''Action 1.1.2''': Remove the HSF and CPU and carefully inspect the CPU socket. Do you see any bent, damaged, loose, or missing pins? |
| + | |||
| + | :::::::: <span style="color:#008000">'''Yes'''</span> | ||
| + | |||
| + | ::::::::: '''Diagnostic Complete, Resolution 1.1.2.1''': Customer damage to CPU socket. Recommend purchase of replacement mainboard. | ||
| + | |||
| + | :::::::: <span style="color:#ff0000">'''No'''</span> | ||
| + | |||
| + | ::::::::: '''Action 1.1.2.2''': Reinstall the CPU and HSF. Attempt to power on again by carefully bridging pins 1 and 2 (power switch) on the front panel header. | ||
| + | |||
| + | :::::::::: Do you see a boot status screen on the VGA or HDMI port? | ||
| + | |||
| + | ::::::::::: <span style="color:#008000">'''Yes'''</span> | ||
| + | |||
| + | :::::::::::: Is the system functional? | ||
| + | |||
| + | ::::::::::::: <span style="color:#008000">'''Yes'''</span> | ||
| + | |||
| + | :::::::::::::: '''Diagnostic Complete, Resolution 1.1.2.2.1''': Customer originally installed CPU incorrectly. Reinstallation successful. | ||
| + | |||
| + | ::::::::::::: <span style="color:#ff0000">'''No'''</span> | ||
| + | |||
| + | :::::::::::::: '''Action 1.1.2.2.2''': Take a photograph of the text on that screen after all activity has stopped for at least 30 seconds. Send the photograph to support@raptorcs.com along with an acknowledgement that you have reached Action 1.1.2.2.2 on the troubleshooting guide. | ||
| + | |||
| + | ::::::::::: <span style="color:#ff0000">'''No'''</span> | ||
| + | |||
| + | :::::::::::: Follow the BMC Connection Guide and return here. WIP. | ||
:: <span style="color:#ff0000">'''No'''</span> | :: <span style="color:#ff0000">'''No'''</span> | ||
| − | ::: '''Action: Verify BMC startup has completed | + | ::: '''Action 1.2''': Verify BMC startup has completed |
| − | ::: As indicated in the users guide for your mainboard, there is a BMC boot delay during which the front panel LEDs will flash in a specific pattern. Until this pattern stops, you will not be able to start the system. | + | ::: As indicated in the users guide for your mainboard, there is a BMC boot delay during which the front panel LEDs will flash in a specific pattern. Until this pattern stops, you will not be able to start the system. Have the front panel lights stopped flashing in the predetermined boot pattern? |
| + | |||
| + | :::: <span style="color:#008000">'''Yes'''</span> | ||
| + | |||
| + | ::::: Are the front panel lights connected to the mainboard? | ||
| + | |||
| + | :::::: <span style="color:#008000">'''Yes'''</span> | ||
| + | |||
| + | ::::::: Have you attempted to power on '''after''' the front panel lights have stopped flashing, with no success? | ||
| + | |||
| + | :::::::: <span style="color:#008000">'''Yes'''</span> | ||
| + | |||
| + | ::::::::: '''Action 1.2.1.1.1''': Remove mainboard from case and unplug all adapters, add on cards, and cables except for the PSU and one stick of RAM. Place mainboard on non-conductive, static-free surface and attempt to power on again after BMC startup has completed by carefully bridging pins 1 and 2 (power switch) on the front panel header. Does the system now attempt to start? | ||
| + | |||
| + | :::::::::: <span style="color:#008000">'''Yes'''</span> | ||
| + | |||
| + | ::::::::::: '''Resolution 1.2.1.1.1.2''': Customer provided faulty or miswired addon card or cable bundle, or chassis shorted out critical system component(s). | ||
| + | |||
| + | :::::::::: <span style="color:#ff0000">'''No'''</span> | ||
| + | |||
| + | ::::::::::: '''Action 1.2.1.1.1.2.1''': Replace the PSU and attempt to power on again after BMC startup has completed. Does the system now attempt to start? | ||
| + | |||
| + | :::::::::::: <span style="color:#008000">'''Yes'''</span> | ||
| + | |||
| + | ::::::::::::: '''Resolution 1.2.1.1.1.2.1.1''': Customer provided faulty PSU. | ||
| + | |||
| + | :::::::::::: <span style="color:#ff0000">'''No'''</span> | ||
| + | |||
| + | ::::::::::::: Contact support@raptorcs.com along with an acknowledgement that you have reached Action 1.2.1.1.1.2.1 on the troubleshooting guide. | ||
| + | |||
| + | :::::::: <span style="color:#ff0000">'''No'''</span> | ||
| + | |||
| + | ::::::::: '''Resolution 1.2.1.1.2''': Attempt power on after the front panel lights have stopped flashing, and restart diagnostic tree from the beginning. | ||
| + | |||
| + | :::::: <span style="color:#ff0000">'''No'''</span> | ||
| + | |||
| + | ::::::: '''Resolution 1.2.1.2''': Connect the front panel lights and return to Action 1.2. | ||
| + | |||
| + | :::: <span style="color:#ff0000">'''No'''</span> | ||
WIP | WIP | ||
Revision as of 15:42, 27 August 2019
Support Request Checklist
For Raptor Computing Systems support to accept a request for support, we first require that certain basic diagnostic checks are completed. Please select the general category of problem from the list below to determine the steps you must complete before submitting a support ticket.
Support tickets sent that do not contain the required information will be automatically closed with a redirect to this Wiki page
SYMPTOM: System will not power on
Please complete the following procedures. You must include the information gathered from the diagnostic commands below. A separate computer running Linux or Mac, along with a DHCP server (which can be run on the Linux or Mac system) will be required to complete all of the diagnostic steps.
Step 1: Does the system attempt to turn on when you press the power button? The orange power status LED on the mainboard will turn green if the system is powering on.
- Yes
- Does the system turn off again after 10-15 seconds?
- Yes
- Action 1.1: Remove mainboard from case and unplug all adapters, add on cards, and cables except for the PSU and one stick of RAM. Place mainboard on non-conductive, static-free surface and attempt to power on again after BMC startup has completed by carefully bridging pins 1 and 2 (power switch) on the front panel header.
- No
- Do you see a boot status screen on the VGA or HDMI port?
- Yes
- Action 1.1.1: Take a photograph of the text on that screen after all activity has stopped for at least 30 seconds. Send the photograph to support@raptorcs.com along with an acknowledgement that you have reached Action 1.1.1 on the troubleshooting guide.
- No
- Action 1.1.2: Remove the HSF and CPU and carefully inspect the CPU socket. Do you see any bent, damaged, loose, or missing pins?
- Yes
- Diagnostic Complete, Resolution 1.1.2.1: Customer damage to CPU socket. Recommend purchase of replacement mainboard.
- No
- Action 1.1.2.2: Reinstall the CPU and HSF. Attempt to power on again by carefully bridging pins 1 and 2 (power switch) on the front panel header.
- Do you see a boot status screen on the VGA or HDMI port?
- Yes
- Is the system functional?
- Yes
- Diagnostic Complete, Resolution 1.1.2.2.1: Customer originally installed CPU incorrectly. Reinstallation successful.
- No
- Action 1.1.2.2.2: Take a photograph of the text on that screen after all activity has stopped for at least 30 seconds. Send the photograph to support@raptorcs.com along with an acknowledgement that you have reached Action 1.1.2.2.2 on the troubleshooting guide.
- No
- Follow the BMC Connection Guide and return here. WIP.
- No
- Action 1.2: Verify BMC startup has completed
- As indicated in the users guide for your mainboard, there is a BMC boot delay during which the front panel LEDs will flash in a specific pattern. Until this pattern stops, you will not be able to start the system. Have the front panel lights stopped flashing in the predetermined boot pattern?
- Yes
- Are the front panel lights connected to the mainboard?
- Yes
- Have you attempted to power on after the front panel lights have stopped flashing, with no success?
- Yes
- Action 1.2.1.1.1: Remove mainboard from case and unplug all adapters, add on cards, and cables except for the PSU and one stick of RAM. Place mainboard on non-conductive, static-free surface and attempt to power on again after BMC startup has completed by carefully bridging pins 1 and 2 (power switch) on the front panel header. Does the system now attempt to start?
- Yes
- Resolution 1.2.1.1.1.2: Customer provided faulty or miswired addon card or cable bundle, or chassis shorted out critical system component(s).
- No
- Action 1.2.1.1.1.2.1: Replace the PSU and attempt to power on again after BMC startup has completed. Does the system now attempt to start?
- Yes
- Resolution 1.2.1.1.1.2.1.1: Customer provided faulty PSU.
- No
- Contact support@raptorcs.com along with an acknowledgement that you have reached Action 1.2.1.1.1.2.1 on the troubleshooting guide.
- No
- Resolution 1.2.1.1.2: Attempt power on after the front panel lights have stopped flashing, and restart diagnostic tree from the beginning.
- No
- Resolution 1.2.1.2: Connect the front panel lights and return to Action 1.2.
- No
WIP
