Difference between revisions of "Troubleshooting/Support Request Checklist"
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=== SYMPTOM: System will not power on === | === 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. | 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 <span style="color:#ff8000">'''orange'''</span> power status LED on the mainboard will turn <span style="color:#00ff00">'''green'''</span> if the system is powering on. |
:: <span style="color:#008000">'''Yes'''</span> | :: <span style="color:#008000">'''Yes'''</span> | ||
| Line 21: | Line 20: | ||
:::: <span style="color:#008000">'''Yes'''</span> | :::: <span style="color:#008000">'''Yes'''</span> | ||
| − | ::::: '''Action | + | ::::: '''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? |
| + | |||
| + | :::::: <span style="color:#008000">'''Yes'''</span> | ||
| + | |||
| + | ::::::: '''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> | :::: <span style="color:#ff0000">'''No'''</span> | ||
| Line 29: | Line 32: | ||
:::::: <span style="color:#008000">'''Yes'''</span> | :::::: <span style="color:#008000">'''Yes'''</span> | ||
| − | :::::: | + | ::::::: 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. |
:::::: <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> | :::::::: <span style="color:#ff0000">'''No'''</span> | ||
| − | ::::::::: '''Action | + | ::::::::: '''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> | ||
| + | |||
| + | ::::::::::: Is the system functional? | ||
| − | :::::::::: | + | :::::::::::: <span style="color:#008000">'''Yes'''</span> |
| − | ::::::::::: | + | ::::::::::::: '''Resolution:''' Customer originally installed CPU incorrectly. Reinstallation successful. |
| − | :::::::::::: | + | :::::::::::: <span style="color:#ff0000">'''No'''</span> |
| − | ::::::::::::: | + | ::::::::::::: 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. |
| − | ::::::::::: | + | :::::::::: <span style="color:#ff0000">'''No'''</span> |
| − | ::::::::::: | + | ::::::::::: '''Action:''' Follow the BMC Connection Guide and return here. WIP. |
| − | ::: | + | :: <span style="color:#ff0000">'''No'''</span> |
| − | ::: | + | ::: '''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? |
| − | ::: ''' | + | ::::: <span style="color:#008000">'''Yes'''</span> |
| − | ::: | + | :::::: Are the front panel lights connected to the mainboard? |
| − | :::: <span style="color:#008000">'''Yes'''</span> | + | ::::::: <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> | + | ::::::::: <span style="color:#008000">'''Yes'''</span> |
| − | ::::::: | + | :::::::::: '''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? |
| − | :::::::: <span style="color:#008000">'''Yes'''</span> | + | ::::::::::: <span style="color:#008000">'''Yes'''</span> |
| − | ::::::::: ''' | + | :::::::::::: '''Resolution:''' Customer provided faulty or miswired addon card or cable bundle, or chassis shorted out critical system component(s). |
| − | :::::::::: <span style="color:# | + | ::::::::::: <span style="color:#ff0000">'''No'''</span> |
| − | ::::::::::: ''' | + | :::::::::::: '''Action:''' Replace the PSU and attempt to power on again after BMC startup has completed. Does the system now attempt to start? |
| − | :::::::::: <span style="color:# | + | ::::::::::::: <span style="color:#008000">'''Yes'''</span> |
| − | ::::::::::: ''' | + | :::::::::::::: '''Resolution:''' Customer provided faulty PSU. |
| − | :::::::::::: <span style="color:# | + | ::::::::::::: <span style="color:#ff0000">'''No'''</span> |
| − | ::::::::::::: ''' | + | :::::::::::::: '''Action:''' Follow the BMC Connection Guide and return here. WIP. |
| − | + | ::::::::: <span style="color:#ff0000">'''No'''</span> | |
| − | ::::::::::: | + | :::::::::: '''Resolution:''' Attempt power on after the front panel lights have stopped flashing, and restart diagnostics from the beginning. |
| − | + | ::::::: <span style="color:#ff0000">'''No'''</span> | |
| − | + | :::::::: '''Action:''' Connect the front panel lights. | |
| − | :::::: | + | ::::::::: Return to step "Verify BMC startup has completed" |
| − | :::::: | + | ::::: <span style="color:#ff0000">'''No'''</span> |
| − | :::: | + | :::::: '''Resolution:''' Attempt power on after the front panel lights have stopped flashing, and restart diagnostics from the beginning. |
WIP | WIP | ||
Revision as of 00:20, 28 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
NOTE: This page is not yet complete. A transition period is in effect. Once this page is complete the warning above will hold true in all cases!
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
- Do you see a boot status screen on the VGA or HDMI port?
- Yes
- 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.
- 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
- 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.
- No
- Action: Follow the BMC Connection Guide and return here. WIP.
- 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 and return here. WIP.
- 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.
WIP
