Difference between revisions of "Troubleshooting/Support Request Checklist"
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<span style="color:#ff0000">'''Support tickets sent that do not contain the required information will be automatically closed with a redirect to this Wiki page'''</span> | <span style="color:#ff0000">'''Support tickets sent that do not contain the required information will be automatically closed with a redirect to this Wiki page'''</span> | ||
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__TOC__ | __TOC__ | ||
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::::::: '''Resolution:''' Customer provided faulty or miswired addon card or cable bundle, or chassis shorted out critical system component(s). | ::::::: '''Resolution:''' 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:''' Follow the [https://wiki.raptorcs.com/wiki/Troubleshooting/BMC_Connection_Guide BMC Connection Guide], then continue. | ||
| + | |||
| + | :::::::: '''Submit Diagnostic Data:''' With the system power off, execute the following commands in sequence on the BMC root shell prompt: | ||
| + | :::::::: | ||
| + | :::::::: <pre>obmcutil poweron</pre> | ||
| + | :::::::: | ||
| + | :::::::: '''Wait for the mainboard to power on''' | ||
| + | :::::::: | ||
| + | :::::::: <pre>i2cget -y 12 0x31 0x7</pre> | ||
| + | :::::::: <pre>i2cget -y 12 0x31 0x18</pre> | ||
| + | :::::::: <pre>i2cget -y 12 0x31 0x19</pre> | ||
| + | :::::::: | ||
| + | :::::::: If the mainboard powered off before you could complete the above diagnostic commands, try again until you can complete all three commands while the mainboard is powered on. | ||
| + | :::::::: | ||
| + | :::::::: Submit the output of the above commands, along with the full output of: | ||
| + | :::::::: | ||
| + | :::::::: <pre>journalctl -xe</pre> | ||
| + | :::::::: | ||
| + | :::::::: to support@raptorcs.com, along with an acknowledgement that you have reached message ID 26 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence. | ||
:::: <span style="color:#ff0000">'''No'''</span> | :::: <span style="color:#ff0000">'''No'''</span> | ||
| − | ::::: | + | ::::: Have you ever reached Petitboot (the bootloader interface) with this particular machine assembly? Answer '''No''' if you have removed the HSF or reseated RAM since you last reached Petitboot. Answer '''Yes''' if your system appears to take a random amount of time, greater than 30 seconds, to turn off, or appears to turn off randomly in the middle of an otherwise normal boot process. |
:::::: <span style="color:#008000">'''Yes'''</span> | :::::: <span style="color:#008000">'''Yes'''</span> | ||
| − | ::::::: Take a photograph of the text on that screen | + | ::::::: '''Action:''' Replace the PSU and attempt to power on again after BMC startup has completed. Does the system now function normally? |
| + | |||
| + | :::::::: <span style="color:#008000">'''Yes'''</span> | ||
| + | |||
| + | ::::::::: '''Resolution:''' Customer provided faulty PSU. | ||
| + | |||
| + | :::::::: <span style="color:#ff0000">'''No'''</span> | ||
| + | |||
| + | ::::::::: Do you see a boot status screen on the VGA or HDMI port? | ||
| + | |||
| + | :::::::::: <span style="color:#008000">'''Yes'''</span> | ||
| + | |||
| + | ::::::::::: Does the status screen show text similar to "Shutting Down with Error Status" before the system turns off? | ||
| + | |||
| + | :::::::::::: <span style="color:#008000">'''Yes'''</span> | ||
| + | |||
| + | ::::::::::::: '''Submit Diagnostic Data:''' Take a photograph of the text on that screen, showing the error condition, before the system powers off. Send the photograph to support@raptorcs.com along with an acknowledgement that you have reached message ID 37 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence. | ||
| + | |||
| + | :::::::::::: <span style="color:#ff0000">'''No'''</span> | ||
| + | |||
| + | ::::::::::::: '''Action:''' Follow the [https://wiki.raptorcs.com/wiki/Troubleshooting/BMC_Connection_Guide BMC Connection Guide], then continue. | ||
| + | |||
| + | :::::::::::::: '''Submit Diagnostic Data:''' With the system power off, execute the following commands in sequence on the BMC root shell prompt: | ||
| + | :::::::::::::: | ||
| + | :::::::::::::: <pre>obmcutil poweron</pre> | ||
| + | :::::::::::::: | ||
| + | :::::::::::::: '''Wait for the mainboard to power on''' | ||
| + | :::::::::::::: '''Wait for the mainboard to power off''' | ||
| + | :::::::::::::: | ||
| + | :::::::::::::: <pre>i2cget -y 12 0x31 0x7</pre> | ||
| + | :::::::::::::: <pre>i2cget -y 12 0x31 0x18</pre> | ||
| + | :::::::::::::: <pre>i2cget -y 12 0x31 0x19</pre> | ||
| + | :::::::::::::: | ||
| + | :::::::::::::: Submit the output of the above commands, along with the full output of: | ||
| + | :::::::::::::: | ||
| + | :::::::::::::: <pre>journalctl -xe</pre> | ||
| + | :::::::::::::: | ||
| + | :::::::::::::: to support@raptorcs.com, along with an acknowledgement that you have reached message ID 39 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence. | ||
| + | |||
| + | :::::::::: <span style="color:#ff0000">'''No'''</span> | ||
| + | |||
| + | ::::::::::: '''Action:''' Follow the [https://wiki.raptorcs.com/wiki/Troubleshooting/BMC_Connection_Guide BMC Connection Guide], then continue. | ||
| + | |||
| + | :::::::::::: '''Submit Diagnostic Data:''' With the system power off, execute the following commands in sequence on the BMC root shell prompt: | ||
| + | :::::::::::: | ||
| + | :::::::::::: <pre>obmcutil poweron</pre> | ||
| + | :::::::::::: | ||
| + | :::::::::::: '''Wait for the mainboard to power on''' | ||
| + | :::::::::::: '''Wait for the mainboard to power off''' | ||
| + | :::::::::::: | ||
| + | :::::::::::: <pre>i2cget -y 12 0x31 0x7</pre> | ||
| + | :::::::::::: <pre>i2cget -y 12 0x31 0x18</pre> | ||
| + | :::::::::::: <pre>i2cget -y 12 0x31 0x19</pre> | ||
| + | :::::::::::: | ||
| + | :::::::::::: Submit the output of the above commands, along with the full output of: | ||
| + | :::::::::::: | ||
| + | :::::::::::: <pre>journalctl -xe</pre> | ||
| + | :::::::::::: | ||
| + | :::::::::::: to support@raptorcs.com, along with an acknowledgement that you have reached message ID 35 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence. | ||
:::::: <span style="color:#ff0000">'''No'''</span> | :::::: <span style="color:#ff0000">'''No'''</span> | ||
| − | ::::::: | + | ::::::: Do you see a boot status screen on the VGA or HDMI port? |
:::::::: <span style="color:#008000">'''Yes'''</span> | :::::::: <span style="color:#008000">'''Yes'''</span> | ||
| − | ::::::::: ''' | + | ::::::::: '''Submit Diagnostic Data:''' 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 message ID 17 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence. |
:::::::: <span style="color:#ff0000">'''No'''</span> | :::::::: <span style="color:#ff0000">'''No'''</span> | ||
| − | ::::::::: '''Action:''' | + | ::::::::: '''Action:''' 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> | :::::::::: <span style="color:#008000">'''Yes'''</span> | ||
| − | ::::::::::: | + | ::::::::::: '''Resolution:''' Customer damage to CPU socket. Recommend purchase of replacement mainboard. |
| + | |||
| + | :::::::::: <span style="color:#ff0000">'''No'''</span> | ||
| + | |||
| + | ::::::::::: '''Action:''' 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> | :::::::::::: <span style="color:#008000">'''Yes'''</span> | ||
| − | ::::::::::::: '''Resolution:''' Customer originally installed CPU incorrectly. Reinstallation successful. | + | ::::::::::::: Is the system functional? |
| + | |||
| + | :::::::::::::: <span style="color:#008000">'''Yes'''</span> | ||
| + | |||
| + | ::::::::::::::: '''Resolution:''' Customer originally installed CPU incorrectly. Reinstallation successful. | ||
| + | |||
| + | :::::::::::::: <span style="color:#ff0000">'''No'''</span> | ||
| + | |||
| + | ::::::::::::::: '''Submit Diagnostic Data:''' 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 message ID 23 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence. | ||
:::::::::::: <span style="color:#ff0000">'''No'''</span> | :::::::::::: <span style="color:#ff0000">'''No'''</span> | ||
| − | ::::::::::::: | + | ::::::::::::: '''Action:''' Follow the [https://wiki.raptorcs.com/wiki/Troubleshooting/BMC_Connection_Guide BMC Connection Guide], then continue. |
| − | :::::::::: | + | :::::::::::::: '''Submit Diagnostic Data:''' With the system power off, execute the following command in sequence on the BMC root shell prompt: |
| − | + | :::::::::::::: | |
| − | ::::::::::: ''' | + | :::::::::::::: <pre>obmcutil poweron</pre> |
| + | :::::::::::::: <pre>obmc-console-client</pre> | ||
| + | :::::::::::::: | ||
| + | :::::::::::::: '''Wait for the mainboard to power on''', then wait 60 seconds longer. | ||
| + | :::::::::::::: | ||
| + | :::::::::::::: Submit the full output of the console above, along with the full output of: | ||
| + | :::::::::::::: | ||
| + | :::::::::::::: <pre>journalctl -xe</pre> | ||
| + | :::::::::::::: | ||
| + | :::::::::::::: to support@raptorcs.com, along with an acknowledgement that you have reached message ID 29 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence. | ||
:: <span style="color:#ff0000">'''No'''</span> | :: <span style="color:#ff0000">'''No'''</span> | ||
| Line 96: | Line 195: | ||
::::::::::::: <span style="color:#ff0000">'''No'''</span> | ::::::::::::: <span style="color:#ff0000">'''No'''</span> | ||
| − | :::::::::::::: '''Action:''' Follow the [https://wiki.raptorcs.com/wiki/Troubleshooting/BMC_Connection_Guide BMC Connection Guide] | + | :::::::::::::: '''Action:''' Follow the [https://wiki.raptorcs.com/wiki/Troubleshooting/BMC_Connection_Guide BMC Connection Guide], then continue. |
| + | |||
| + | ::::::::::::::: '''Submit Diagnostic Data:''' With the system power off, execute the following commands in sequence on the BMC root shell prompt: | ||
| + | ::::::::::::::: | ||
| + | ::::::::::::::: <pre>obmcutil poweron</pre> | ||
| + | ::::::::::::::: <pre>i2cget -y 12 0x31 0x7</pre> | ||
| + | ::::::::::::::: <pre>i2cget -y 12 0x31 0x18</pre> | ||
| + | ::::::::::::::: <pre>i2cget -y 12 0x31 0x19</pre> | ||
| + | ::::::::::::::: | ||
| + | ::::::::::::::: Submit the output of the above commands, along with the full output of: | ||
| + | ::::::::::::::: | ||
| + | ::::::::::::::: <pre>journalctl -xe</pre> | ||
| + | ::::::::::::::: | ||
| + | ::::::::::::::: to support@raptorcs.com, along with an acknowledgement that you have reached message ID 27 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence. | ||
::::::::: <span style="color:#ff0000">'''No'''</span> | ::::::::: <span style="color:#ff0000">'''No'''</span> | ||
| Line 114: | Line 226: | ||
=== My issue is not listed === | === My issue is not listed === | ||
| − | For sales inquiries, including technical pre-sales questions, please write to sales@raptorcs.com. | + | For sales inquiries, including technical pre-sales questions, please write to sales@raptorcs.com. If you are having a problem with your system that does not fall into the categories listed above, please write to support@raptorcs.com with acknowledgement that you have reached message ID 25 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence, along with a clear and concise description of the problem. |
<span style="color:#ff0000">Sales requests and general support inquiries made under this heading, where the support request falls into any of the listed symptom categories, '''will be closed automatically with no response'''.</span> We urge you to follow the diagnostic procedures provided wherever possible to ensure expedient service. | <span style="color:#ff0000">Sales requests and general support inquiries made under this heading, where the support request falls into any of the listed symptom categories, '''will be closed automatically with no response'''.</span> We urge you to follow the diagnostic procedures provided wherever possible to ensure expedient service. | ||
| − | |||
| − | |||
Latest revision as of 12:59, 29 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
Contents
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, along with a DHCP server (which can be run on the Linux system) may be required to complete all of the diagnostic steps.
- 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: 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 power on normally?
- Yes
- Resolution: Customer provided faulty or miswired addon card or cable bundle, or chassis shorted out critical system component(s).
- No
- Action: Follow the BMC Connection Guide, then continue.
- Submit Diagnostic Data: With the system power off, execute the following commands in sequence on the BMC root shell prompt:
obmcutil poweron
- Wait for the mainboard to power on
i2cget -y 12 0x31 0x7
i2cget -y 12 0x31 0x18
i2cget -y 12 0x31 0x19
- If the mainboard powered off before you could complete the above diagnostic commands, try again until you can complete all three commands while the mainboard is powered on.
- Submit the output of the above commands, along with the full output of:
journalctl -xe
- to support@raptorcs.com, along with an acknowledgement that you have reached message ID 26 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence.
- No
- Have you ever reached Petitboot (the bootloader interface) with this particular machine assembly? Answer No if you have removed the HSF or reseated RAM since you last reached Petitboot. Answer Yes if your system appears to take a random amount of time, greater than 30 seconds, to turn off, or appears to turn off randomly in the middle of an otherwise normal boot process.
- Yes
- Action: Replace the PSU and attempt to power on again after BMC startup has completed. Does the system now function normally?
- Yes
- Resolution: Customer provided faulty PSU.
- No
- Do you see a boot status screen on the VGA or HDMI port?
- Yes
- Does the status screen show text similar to "Shutting Down with Error Status" before the system turns off?
- Yes
- Submit Diagnostic Data: Take a photograph of the text on that screen, showing the error condition, before the system powers off. Send the photograph to support@raptorcs.com along with an acknowledgement that you have reached message ID 37 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence.
- No
- Action: Follow the BMC Connection Guide, then continue.
- Submit Diagnostic Data: With the system power off, execute the following commands in sequence on the BMC root shell prompt:
obmcutil poweron
- Wait for the mainboard to power on
- Wait for the mainboard to power off
i2cget -y 12 0x31 0x7
i2cget -y 12 0x31 0x18
i2cget -y 12 0x31 0x19
- Submit the output of the above commands, along with the full output of:
journalctl -xe
- to support@raptorcs.com, along with an acknowledgement that you have reached message ID 39 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence.
- No
- Action: Follow the BMC Connection Guide, then continue.
- Submit Diagnostic Data: With the system power off, execute the following commands in sequence on the BMC root shell prompt:
obmcutil poweron
- Wait for the mainboard to power on
- Wait for the mainboard to power off
i2cget -y 12 0x31 0x7
i2cget -y 12 0x31 0x18
i2cget -y 12 0x31 0x19
- Submit the output of the above commands, along with the full output of:
journalctl -xe
- to support@raptorcs.com, along with an acknowledgement that you have reached message ID 35 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence.
- No
- Do you see a boot status screen on the VGA or HDMI port?
- Yes
- Submit Diagnostic Data: 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 message ID 17 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence.
- No
- Action: Remove the HSF and CPU and carefully inspect the CPU socket. Do you see any bent, damaged, loose, or missing pins?
- Yes
- Resolution: Customer damage to CPU socket. Recommend purchase of replacement mainboard.
- No
- Action: 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
- Resolution: Customer originally installed CPU incorrectly. Reinstallation successful.
- No
- Submit Diagnostic Data: 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 message ID 23 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence.
- No
- Action: Follow the BMC Connection Guide, then continue.
- Submit Diagnostic Data: With the system power off, execute the following command in sequence on the BMC root shell prompt:
obmcutil poweron
obmc-console-client
- Wait for the mainboard to power on, then wait 60 seconds longer.
- Submit the full output of the console above, along with the full output of:
journalctl -xe
- to support@raptorcs.com, along with an acknowledgement that you have reached message ID 29 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence.
- No
- Action: 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: 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: Customer provided faulty or miswired addon card or cable bundle, or chassis shorted out critical system component(s).
- No
- Action: Replace the PSU and attempt to power on again after BMC startup has completed. Does the system now attempt to start?
- Yes
- Resolution: Customer provided faulty PSU.
- No
- Action: Follow the BMC Connection Guide, then continue.
- Submit Diagnostic Data: With the system power off, execute the following commands in sequence on the BMC root shell prompt:
obmcutil poweron
i2cget -y 12 0x31 0x7
i2cget -y 12 0x31 0x18
i2cget -y 12 0x31 0x19
- Submit the output of the above commands, along with the full output of:
journalctl -xe
- to support@raptorcs.com, along with an acknowledgement that you have reached message ID 27 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence.
- No
- Resolution: Attempt power on after the front panel lights have stopped flashing, and restart diagnostics from the beginning.
- No
- Action: Connect the front panel lights.
- Return to step "Verify BMC startup has completed"
- No
- Resolution: Attempt power on after the front panel lights have stopped flashing, and restart diagnostics from the beginning.
My issue is not listed
For sales inquiries, including technical pre-sales questions, please write to sales@raptorcs.com. If you are having a problem with your system that does not fall into the categories listed above, please write to support@raptorcs.com with acknowledgement that you have reached message ID 25 on the troubleshooting guide. Be sure to include your system serial number, located on the ATX power connector, in your correspondence, along with a clear and concise description of the problem.
Sales requests and general support inquiries made under this heading, where the support request falls into any of the listed symptom categories, will be closed automatically with no response. We urge you to follow the diagnostic procedures provided wherever possible to ensure expedient service.
