Knowledge base:
Common troubleshooting hints for hardware issues
Posted by Pieter Vandercammen, Last modified by Vincent De Maertelaere on 03 February 2021 05:08 PM

This is a general troubleshooting guide. The focus is on large, mainly hardware problems where the ByteBlower stopped working. The goal of this guide is giving you a head-start. We are reachable at support.byteblower@excentis.com even in cause of doubt don’t hesitate to mail. 

ByteBlower server has no power. 

Symptoms: 

  • Power is plugged in but no indication lights are lit 

There are number of indication lights. Which one to find depends from model to model. You can search for the following: 

  • The main power LED on the front panel.
  • The LEDs on the power supply.
  • The Link Lights on the Management interfaces.
  • The link lights on the IPMI interface .

Troubleshooting: 

  • Most ByteBlower servers have a second power-supply, do try this one.
  • Remove power connection to the ByteBlower for 5 minutes and try to booting the system again. 
  • Check the power connection with another system or check the power outlet directly. 

Diagnosis & treatment: 

  • In case of a broken power supply we can ship you one directly.
  • When the power supply isn't the root-cause, then it's often necessary to replace the while motherboard.

ByteBlower server frozen in the BIOS screen 

Symptoms 

  • While starting up, the ByteBlower server doesn’t get further than the SuperMicro Bios Screen 

Troubleshooting 

  • If you have one, unplug the external USB security key and try booting the system again 
  • If this doesn't work or isn't feasible, we can help you best with the following information: 
    • The status-code at the left bottom 
    • The Model of the ByteBlower server (5100, 4100, 3100, 2100 or 1300) 
    • If possible, the license number. When needed we can look up this info. 

Diagnosis & treatment 

  • Depending on the error code, it’s possible hardware failure of the USB dongle. This dongle can be shipped directly to you. 
  • Hardware failure of the memory in the system. This tends to require replacing the unit. We’ll work with you for the best solution. 

ByteBlower server doesn’t find a hard-disk at startup 

Symptoms 

  •  At start-up of the ByteBlower server, the BIOS complains that no hard-disk is installed. 

Troubleshooting: 

  • If you have one, remove the external USB security dongle and try booting again. 
  • Contact us with the ByteBlower server model and if license number 

Diagnosis & treatment 

  • We can replace a broken security dongle. This can be shipped directly you 
  • In case of a broken hard disk we can provide a new disk image or ship a freshly installed hard-disk.

ByteBlower server management interfaces do not have link

Symptoms 

  •  The ByteBlower server management interface is connected to a PC, but the link is still down

Troubleshooting: 

  • The link LED on the PC and/or ByteBlower server is not lit
  • The command ifconfig on the ByteBlower server states the link is down

Diagnosis & treatment 

  • Some ByteBlower server series (e.g. ByteBlower 3100, generation 3) have issues in link negotiation (MDI-X).  There are 2 remedies:
    • Add a switch between the ByteBlower server and the PC
    • Enable 'Legacy Switch Support Mode' on your PC's ethernet adapter:+j04hWFQWv0AAAAASUVORK5CYII=

ByteBlower process doesn’t start 

Symptoms 

  • The ByteBlower server is reachable. You can ping the system. You are able to login 
  • The ByteBlower GUI or API can’t connect to the ByteBlower server 
    • The API throws a ServerUnreachable Exception 
    • The GUI can’t refresh the ByteBlower server, and can’t start tests on the system 

Troubleshooting 

  • Logged in on the ByteBlower server, run the command byteblower-get-license. 
    This should print out the available license information 
  • Update the ByteBlower server to the latest version. 
  • Run the byteblower-support-tool. This tool collects the server logs and forwards them to ByteBlower support. 
    • This can be started from the ByteBlower GUI from the Server View. 
      Right click on the server icon and choose the Run Support Tool option 
    • When the ByteBlower server has internet access, you can also start if from the ByteBlower server itself.  

Diagnosis & treatment 

  • In case of a broken Security dongle, we’ll replace it and ship directly to you. 
  • Critical Software bugs are fixed with the highest priority. We’ll try to reproduce the error in our lab, but through the support-tool we can check crashes on your system. 

Not able to transmit traffic 

Symptoms 

  • In the ByteBlower GUI the interfaces are crossed out 
  • Fails to start tests 

Troubleshooting 

  • Refresh the ByteBlower server in the ByteBlower GUI 
  • Check whether the Link lights are lit at the ByteBlower server or on the ByteBlower switch. When easily possible do check both sides of the connection.  
  • Start a capture on the ByteBlower port. Do you receive any network traffic? 

Diagnosis & treatment 

When you can’t send traffic with the ByteBlower it’s important to diagnose first whether 

  • It’s a hardware issue.
    No lit Link lights on the ByteBlower server are very good indication.
  • or it’s a network issue elsewhere in the network. Is the modem online? Are other systems reachable?

ByteBlower trunking interface loses link

Symptoms

  • The GUI shows the trunking interface with a red cross, after a refresh the link is up, after another refresh it is down again
  • When sending traffic, a loss event is seen approximately every second

Troubleshooting

  • The link indicators on the ByteBlower server and/or the ByteBlower switch are flashing, even when there is no traffic

Diagnosis & treatment

  • Unplug the fibers from the (Q)SFP modules
  • Remove the (Q)SFP modules from the switch and the ByteBlower server
  • Re-insert the (Q)SFP modules in the switch and ByteBlower server
  • Plug the fibers into the (Q)SFP modules

ByteBlower trunking interface link speed negotiation fails

Symptoms

  • The ByteBlower trunking interface only reaches 40Gbps on a 100Gbps server

Troubleshooting

  • On the ByteBlower 100Gbps switch, the trunking interface color in orange

Treatment

  • Reboot the 100Gbps switch

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