Servicing Hp Proliant Server Products - Student Guide - June 2003

Student Guide

Servicing HP Proliant Server Products

Rev. 3.41

Training

Student Guide

Servicing HP Proliant Server Products

Rev. 3.41

Training

2003 Hewlett-Packard Company All other product names mentioned herein may be trademarks of their respective companies. Hewlett-Packard Company shall not be liable for technical or editorial errors or omissions contained herein. The information is provided as is without warranty of any kind and is subject to change without notice. The warranties for HP products are set forth in the express limited warranty statements accompanying such products. Nothing herein should be construed as constituting an additional warranty. Servicing HP Proliant Server Products June 2003

CS3200 Contents Rev 3.411 Course OverviewIntroduction .............................................................................................................. 1 Course Goal and Objectives ..................................................................................... 1 Course Design .......................................................................................................... 2 Course Content ......................................................................................................... 3 Classroom Facilities ................................................................................................. 4 Accredited Platform Specialist (APS) Program ....................................................... 5

2 Maximizing Customer SatisfactionIntroduction ...........................................................................................................2-1 Objectives ..............................................................................................................2-1 Effective Customer Service Skills.........................................................................2-2 Dealing with an Angry Customer..........................................................................2-7

3 Service ResourcesIntroduction .............................................................................................................. 1 Objectives ................................................................................................................. 1 Serial Numbers ......................................................................................................... 2 Standard Warranties ................................................................................................. 5 Service and parts information resources................................................................... 6 HP PartSurfer.......................................................................................................... 10 Service Parts Information (SPI) CD-ROM............................................................. 11 Electronic and Telephone Support Services........................................................... 12 Information and notification services..................................................................... 24 Learning Check ...................................................................................................... 30

4 Server TechnologyIntroduction .............................................................................................................. 1 Objectives ................................................................................................................. 1 PCI............................................................................................................................ 2 SCSI Architecture..................................................................................................... 6 Server Subsystems.................................................................................................. 18 Processor Subsystem .............................................................................................. 19 Memory Subsystem ................................................................................................ 30 Power Subsystem.................................................................................................... 48 Input/Output Subsystem ......................................................................................... 52 Software Subsystem ............................................................................................... 60 Fault Prevention and Recovery Management......................................................... 61 Learning Check ...................................................................................................... 70

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Servicing HP ProLiant Server Products

5 Server Product Line OverviewIntroduction .............................................................................................................. 1 Objectives ................................................................................................................. 1 Product Positioning Framework ............................................................................... 2 Server Introduction Timeline ................................................................................... 5 Maximized Expansion Servers ............................................................................... 11 ProLiant ML310 ..................................................................................................... 12 ProLiant ML330, ML330e, ML330 G2, ML330 G3.............................................. 15 ProLiant ML350, ML350 1GHz, ML350 G2, ML350 G3..................................... 20 ProLiant ML370, ML370 G2 and ML370 G3........................................................ 26 ProLiant ML530 and ML530 G2 ........................................................................... 32 ProLiant ML570 and ML570 G2 ........................................................................... 37 ProLiant ML750 ..................................................................................................... 43 Density-Optimized Servers .................................................................................... 46 ProLiant DL320 and DL320 G2............................................................................. 47 ProLiant DL360, DL360 G2 and DL360 G3.......................................................... 52 ProLiant DL380, DL380 G2 and DL380 G3.......................................................... 57 ProLiant DL560...................................................................................................... 62 ProLiant DL580 and DL580 G2............................................................................. 65 ProLiant DL590/64................................................................................................. 71 ProLiant DL740...................................................................................................... 74 ProLiant DL760 and DL760 G2............................................................................. 77 Blade Servers.......................................................................................................... 84 ProLiant BL10e ...................................................................................................... 85 ProLiant BL20p and BL20P G2 ............................................................................. 90 ProLiant BL40p ...................................................................................................... 93 Cluster Line ............................................................................................................ 96 Cluster Line ............................................................................................................ 96 ProLiant DL380 G2 and DL380 G3Packaged Clusters ......................................... 97 ProLiant CL380 Cluster ....................................................................................... 101

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6 Array ProductsIntroduction .............................................................................................................. 1 Objectives ................................................................................................................. 1 Drive array technology ............................................................................................. 2 RAID levels supported by HP array controllers....................................................... 4 Smart Array controllers .......................................................................................... 13 Smart Array controller features .............................................................................. 14 Smart Array 6402/6404 .......................................................................................... 15 Smart Array 641/642 .............................................................................................. 16 Smart Array 5312 ................................................................................................... 17 Smart Array 5304 and 5302 ................................................................................... 18 Smart Array 532 ..................................................................................................... 20 Smart Array 5i and 5i plus...................................................................................... 21 Smart Array 4200 ................................................................................................... 22 Smart Array 431 ..................................................................................................... 23 Integrated Smart Array a.k.a. RAID on a chip (ROC) ........................................... 24 RAID LC2 .............................................................................................................. 25 Smart Array 3200 ................................................................................................... 26 Smart Array 4250ES and 3100ES .......................................................................... 27 SMART 2/E 2/P 2DH 221 and 2SL Array Controllers.......................................... 28 Array Controller Service Considerations ............................................................... 31 Array configuration utilities ................................................................................... 33 Learning Check ...................................................................................................... 34

7 Tools and UtilitiesIntroduction .............................................................................................................. 1 Objectives ................................................................................................................. 1 SmartStart ................................................................................................................. 2 ROM Based Setup Utility (RBSU)........................................................................... 9 Device Drivers........................................................................................................ 17

8 Troubleshooting MethodologyIntroduction .............................................................................................................. 1 Objectives ................................................................................................................. 2 Troubleshooting Prerequisites .................................................................................. 3 HP Troubleshooting Methodology Overview .......................................................... 9 Step 1-Collecting Data ........................................................................................... 13 Step 2-Evaluating Information to Isolate Mode of Failure .................................... 21 Step 3-Developing an Optimized Action Plan ....................................................... 25 Step 4-Executing the Action Plan........................................................................... 29 Step 5-Evaluating Results....................................................................................... 33 Step 6-Implementing Preventive Measures............................................................ 37 Learning Check ...................................................................................................... 46

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9 Server Diagnostic ToolsIntroduction .............................................................................................................. 1 Objectives ................................................................................................................. 2 HP Insight Diagnostics ............................................................................................. 3 Array Diagnostics Utility (ADU) ........................................................................... 13 Insight Manager...................................................................................................... 31 Remote Insight Management.................................................................................. 44 Survey Utility ......................................................................................................... 68 SCU diagnostics ..................................................................................................... 75 Learning Check ...................................................................................................... 85

Appendix A Entry Level ServersIntroduction ..........................................................................................................A-1 Objectives .............................................................................................................A-1 ProSignia 200 .......................................................................................................A-2 ProLiant 800 .........................................................................................................A-6 ProLiant 1200 .....................................................................................................A-17 ProLiant 400 .......................................................................................................A-21 ProLiant 720 .......................................................................................................A-25 ProSignia 740 .....................................................................................................A-28

Appendix B Workgroup ServersIntroduction .......................................................................................................... B-1 Objectives ............................................................................................................. B-1 ProLiant 2500 ....................................................................................................... B-2 ProLiant 1600 and ProLiant 1600R...................................................................... B-6 ProLiant 3000 ..................................................................................................... B-13 ProLiant 850R .................................................................................................... B-19 ProLiant 1850R .................................................................................................. B-24

Appendix C Enterprise ServersIntroduction .......................................................................................................... C-1 Objectives ............................................................................................................. C-1 ProLiant 5000 ....................................................................................................... C-2 ProLiant 6000 ....................................................................................................... C-9 ProLiant 6000 Xeon ........................................................................................... C-14 ProLiant 6500 ..................................................................................................... C-20 ProLiant 7000 ..................................................................................................... C-26 ProLiant 5500 and 5500R................................................................................... C-32 ProLiant 6400R .................................................................................................. C-39 ProLiant 8500 ..................................................................................................... C-44 ProLiant 8000 ..................................................................................................... C-48

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Appendix D Appliance and Storage Server ProductsIntroduction ..........................................................................................................D-1 Objectives .............................................................................................................D-2 TaskSmart C-Series Servers - Tower ...................................................................D-3 TaskSmart C-Series Servers - Rack .....................................................................D-4 TaskSmart N-Series Servers.................................................................................D-6 Neoserver..............................................................................................................D-8 ProLiant Storage Systems...................................................................................D-10 Rack 4000 Series ................................................................................................D-16 Rack 7000 Series ................................................................................................D-17 Rack 9000 Series ................................................................................................D-18 UPSs ...................................................................................................................D-16 Rack Builder Pro..D20 Server Console Switch .......................................................................................D-21 Learning Check ..................................................................................................D-23

Appendix E Fault IsolationIntroduction .......................................................................................................... E-1 Objectives ............................................................................................................. E-1 Isolating to a Subsystem....................................................................................... E-2 Key Indicators of Problems with Specific Subsystems ........................................ E-4 Memory Problems ................................................................................................ E-5 Processor Problems .............................................................................................. E-8 Power Problems.................................................................................................. E-10 I/O Subsystem Problems .................................................................................... E-15 Hard Drive Problems .......................................................................................... E-20 Floppy Drive Problems....................................................................................... E-22 CD-ROM Problems ............................................................................................ E-23 Tape Drive Problems .......................................................................................... E-24 Mouse and Keyboard Problems.......................................................................... E-29 Video Problems .................................................................................................. E-32 Network Problems .............................................................................................. E-35 Software Problems.............................................................................................. E-39 Microsoft Windows Problems ............................................................................ E-42 Novell NetWare and IntranetWare Problems..................................................... E-45 Loose Connection Problems............................................................................... E-48 Learning Check .................................................................................................. E-49

Appendix F - Sample Inspect Report Appendix G - Sample ADU Report Appendix H Cabling Guidelines Appendix I - Error CodesRev. 3.31 v

Course OverviewModule 1

IntroductionServicing HP ProLiant Server Products is a training program that focuses on customer communication skills, service tools, software utilities, troubleshooting, and repair/replacement procedures. It also gives an overview of the features of the ProLiant server product line and major service considerations. Learning concepts are reinforced through a series of comprehensive lab exercises that provide the opportunity to gain valuable hands-on experience with HP products. The training curriculum has two major segments:

Classroom-delivered instruction Hands-on lab assignments

Each of these segments requires demonstrable proficiency and is measured by comprehensive certification testing.

Course Goal and ObjectivesThe goal of Servicing HP ProLiant Server Products is to ensure a consistent base level of expertise among service engineers certified to configure, upgrade, diagnose, and repair ProLiant server products. By design, this course focuses on training the technician in both where to find information needed to configure and service ProLiant server products, as well as how to perform the needed service. To meet this goal, service engineers should be able to:

Demonstrate customer communication skills. Demonstrate ability to quickly and accurately find ProLiant service documentation and product-specific information. Demonstrate knowledge of and ability to use HP service resources in configuring, upgrading, and servicing ProLiant server products. Demonstrate technical proficiency and skills by working with HP products in a lab environment. Demonstrate logical troubleshooting skills by problem recognition, problem isolation, solution development, and testing for proper operation.

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Course DesignServicing HP ProLiant Server Products is a three-day class, made up of a series of product modules, lab assignments, classroom presentations, and product demonstrations. A series of lab assignments are designed to reinforce the concepts presented in the course and give you the opportunity to enhance your proficiency with ProLiant server products. Learning checks and review questions let you confirm your understanding of the information. To make this course a successful learning experience, you are expected to do the following:

Actively participate in all class presentations. Your experience and expertise is of value to the entire class and will greatly supplement the information being presented. Complete the lab exercises assigned by your instructor to the best of your ability. The exercises are your opportunity to demonstrate that you have developed the skills and knowledge to service and support ProLiant server products.

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CS3200 Course Overview

Course ContentThe following is a brief overview of the information and topics presented in the course modules:

Module1: Course Overview covers course goals, objectives, class materials, class expectations, lab assignments, requirements for certification, and final testing requirements Module 2: Maximizing Customer Satisfaction provides an overview of effective customer communication skills Module 3: Service Resources covers documentation, software, utilities, online services, and technical support Module 4: Server Technology addresses server technologies and subsystems Module 5: Server Product Line Overview describes the ProLiant server product family including: ML, DL, CL and BL server products Product positioning and server introduction timeline Features and service considerations

Module 6: Smart Array Products covers the HP Smart Array controller family Module 7: Tools and Utilities covers ProLiant server installation and configuration Module 8: Troubleshooting Methodology covers the 6 steps to logical troubleshooting and troubleshooting flowcharts) Module 9: Server Diagnostic Tools provides information on the tools used to diagnose faults in various ProLiant server subsystems Legacy products are covered in the following appendices: A. Entry Level Servers B. Workgroup Servers C. Enterprise Servers D. Appliance Servers and Storage Systems

Appendix E on Fault Isolation helps you determine subsystems or Field Replaceable Units (FRUs) that could be causing a problem Other appendices provide sample reports from various tools Lab exercises provide hands-on experience to reinforce the classroom material

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Classroom FacilitiesYour instructor will provide additional information about class specifics. However, it is important to note a few general guidelines that must be followed:

Be sure to locate fire exits. The classroom is smoke free. Your instructor will provide information regarding available smoking facilities. Set pagers and cell phones in silent mode. Your instructor will point out the location of phones for use by class members. There will be scheduled AM and PM breaks. However, feel free to take a break whenever you need to. Your instructor will review the restroom and telephone locations with you before the break. Your instructor will present lunch information. Please ensure that you return from lunch on time. Because a lot of information and activities must be covered in three days, it is essential that you: Begin class promptly. Use your time wisely. Attend the entire class time allotted. The instructor will cover only a portion of the information in this student guide during class. It is to serve as a reference manual for you to use in the future.

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CS3200 Course Overview

Accredited Platform Specialist (APS) ProgramA major key to providing superior customer satisfaction is the ability to deliver quick and effective post-sales service and technical support. To meet this challenge, it is essential to have a properly trained and certified technical staff that is skilled in the service of HP products and knowledgeable of the service resources available. To help our service partners develop the technical expertise needed to achieve this goal, HP is pleased to provide the Accredited Platform Specialist Certification Program. This program develops and measures the in-depth skills and knowledge necessary to service and support ProLiant Server products. Applicants must become Server+ certified, successfully complete all required platform exams, and have their application approved by HP. Attainment of this certification entitles Authorized Service Providers participating in the APS program to receive warranty reimbursement. The terms and conditions of the Authorized Service Provider program outline these benefits.

Exam PreparationThe best way to prepare for the Server Certification Exam is to complete the threeday ILT course Servicing HP ProLiant Server Products or the Servicing HP ProLiant Server Products WBT. Server+ certification and training is also recommended preparation. To improve your chance of success with the certification exam, use the preparation guide which is accessible via the Internet athttp://h18014.www1.hp.com/training/service/ACT/010_500_epg.html

Sample questions are provided in the exam preparation guide to demonstrate the types of questions to expect at the testing center.

Certification TestingCertification testing is required at proctored testing centers. This is a 75 minute competency verification exam where the student can demonstrate mastery of skills and experience to service ProLiant Server products. Exam questions are developed by experienced service engineers based on skills and content defined in the exam preparation guide. Benchmarking the scores of practicing service engineers sets the passing score. This is your assurance that your APS certification will be valued. To register for the ProLiant Server Maintenance Exam, you may call:Thompson Prometric at 1-800-366-EXAM

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APS ApplicationAfter successfully passing the Server Certification Exam, and the Server+ certification, complete and submit an APS application, along with the supporting documentation. The application can be found athttp://h10017.www1.hp.com/certification/na/application.html

Certification MaintenanceThe final segment of the training program centers upon the necessity for Accredited Platform Specialists to maintain their knowledge of new HP products that are introduced after certification. HP will proactively provide new product self-paced training. This may be in the form of computer-based training distributed on CD, print-based materials, or new product training implemented through the Internet. HP will determine which new products require self-paced training for the APS. When this determination is made, Accredited Platform Specialists will be notified.

Training History TrackingThe names of Accredited Platform Specialists will be entered into the HP training database so their training history can be maintained. To qualify for warranty reimbursement, an Accredited Platform Specialist must perform service work. Verification will be determined by the training database.

Current InformationYou will find the most current APS Certification information atwww.hp.com/go/certification

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Maximizing Customer SatisfactionModule 2

IntroductionOur customers have the right to expect their HP equipment to perform properly. When customers call for help, it is because their systems are functioning below their level of expectation. This situation is an opportunity to gain new customers and to win their loyalty through great service and support. Because the customer is usually unhappy with the situation, it is essential to turn the service event into a positive experience. Conveying concern and determination in a positive and confident manner is as important as resolving the problem quickly and professionally. Customers remember a positive service experience, which becomes a very influential factor for future equipment and service needs. Take every opportunity possible to reinforce the customers decision to buy HP products and services. Companies are vulnerable when their database, financial, application, gateway, or e-mail systems are malfunctioning. It is difficult to measure the true cost of downtime for a company. However, we know that productivity suffers when systems are down for repair or maintenance. Maintaining the quality and consistent availability of HP systems is a critical task. There are two essential skills or areas of expertise needed to provide superior service. The first is outstanding customer service skills. The second is outstanding troubleshooting skills. These two skills overlap and each is an essential part of the other. This module presents an approach for maximizing customer satisfaction, including an overview of effective customer communication techniques. Topics include:

Effective customer service skills Dealing with the angry customer

ObjectivesTo maximize customer satisfaction, field service engineers should be able to:

Define the elements of effective customer communication. List ways to provide effective customer service.

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Effective Customer Service SkillsVoiceThere is a voice used by effective HP service personnel. That voice is:

Positive Caring Confident Determined

Computers are critical to the day-to-day functioning of a company. People are adversely affected by failure, it is imperative that you use that voice when dealing with our customers.

Why UseCustomers may make initial purchasing decisions based on price, but good customer service is what builds loyal customers. Customers are also more likely to recommend HP to others if they receive excellent, professional, customer service. Conversely, dissatisfied customers quickly spread the word, and discourage others from choosing HP. Effective customer service skills are not only good for creating customer satisfaction, but are also a key component of troubleshooting. These skills provide the technician or service engineer with an effective diagnostic tool.

Basic Skills for Service CommunicationsBasic customer service skills can be used during any portion of the communication process:

Preparing for the service call During the service call Following up

The following sections provide tips to follow.

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Maximizing Customer Satisfaction

Preparing for the Service CallWhen possible, to prepare for a service call:

Research the company to become familiar with their business, their computer systems, and how they use the systems. If this is not possible before the service call, learn as much as you can while on- site. Research the problem. Try to get as much information as possible so that you arrive with the appropriate tools, parts, hardware, software, and so on. Try these questioning and listening strategies to help you research the problem, whether over the phone or on-site. Seek the most effective person or persons to help you understand the perceived problem. This person is usually the system administrator or the person assigned to network operating system support responsibilities. Maintain eye contact. Ask questions, summarize, and rephrase the answers to make sure you understand what the customer has said. Let the customer do most of the talking. Do not interrupt the customer even if you think you already understand the problem. Additional details may change your mind. Respond to the customers comments so that they know you are listening. Listen to what the customer is saying, and how they are saying it. Be aware of the customers tone. If you are meeting in person, also pay attention to gestures and facial expressions. Keep an open mind and do not jump to conclusions. Use terms and expressions that your customer understands. Be professional and positive. Do not argue with a customer. Listen carefully for pertinent information related to the problem, such as: Symptoms How often the problem is occurring When it started What was the desktop or workstation doing when the problem occurred Information that does not seem to fit. The customer may be misinterpreting the situation.

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During the Service Call

Arrive on time and prepared. If you are unavoidably delayed, let the customer know as soon as possible. Treat all employees at the customers company with courtesy and respect. Maintain a caring attitude while gathering information to understand the problem and the context of the failure. Avoid showing a belittling know-itall attitude, using ill manners, or presenting a non-caring attitude. Maintain a professional appearance at all times. Use an effective greeting: Project a positive, helpful attitude at the beginning to help ensure customer cooperation and smooth communication as the service event progresses. Do not act rushed or hurried. A proper introduction lets the customer know how you fit into the organization, and gives them a sense that a professional is taking responsibility for helping to solve the problem. Include all four parts of an effective greeting, whether in person or over the phone:Part Salutation Purpose

Acknowledges the customer. Invokes a sense of openness and friendliness

Examples: A greeting such as Hi, Hello, Good morning, or Good afternoon, spoken sincerely provides acknowledgment of the customer and starts the conversation in a positive direction. Your name Stating your name:

Implies you are responsible for your work. Implies you stand behind what you do. Gives the customer a path for future assistance. Lets the customer know you represent your company proudly. Implies that your company stands behind their work. Gives the customer a path for future assistance.

Company name

Stating your company's name:

Purpose

Tell the customer why you are there or why you are calling. Be sure to include the word HP. The customer can let you know if you are at, or calling, the correct location and save valuable time. If the customer calls you, state your purpose before they ask to let them know they have reached the correct location.

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Ask questions and listen to the customer. (See the previous tips for questioning and listening strategies.) Apply the steps in the Troubleshooting Methodology Flowchart.1 Be positive. Focus on what you can do, not what you cannot do. Negative words project an uncaring, unhelpful attitude. Instead of I cant replace your diskette drive right now say I can order a replacement diskette drive right now. Keep negative words out of conversation as much as possible, including: no, not, never, wont, cant, doesnt, wrong, and but. Eliminate these words from your vocabulary. Avoid assigning blame. Instead of Youve called the wrong extension say Let me get you to the person who can help. Use confident words and phrases. Do not say This is the first time Ive ever seen one of these. Instead, say This is a great machine or Ill get this problem resolved for you. Explain clearly what you are there to do and get down to business. Set the customers expectations with a timeframe and an outline of your approach to diagnose and resolve the issue. By doing this, you are taking charge of the situation, while discouraging any unreasonable demands. Stay focused on the goal to resolve the issue. If the customer drifts into unrelated topics, politely turn the conversation back to the problem. After you do this a few times, the customer usually takes the hint and either stick to the subject or leave you alone to do your job. Provide a timeline, schedule, or plan, as appropriate. Update the customer as soon as possible and reset any expectations to allow the customer to adequately plan or prepare if you realize that you need additional time troubleshoot, that downtime needs to be scheduled or parts need to be ordered. Update the chain of command, if appropriate. The customer may take care of this task if he/she feels the situation is under control and progressing.

Manage the conversation, whether on-site or over the phone.

Keep the customer updated and informed.

1 Covered in module 13

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Following UpAfter the meeting or service call:

Keep the customer updated and informed. (See the previous tips.) Follow up with any work that needs to be done. Follow through with any promises made. Once you have solved the problem, remind the customer of the problem and the steps you took to solve it. Use the same terms and phrases that the customer originally used, so that it will be clear that you solved the original problem. Use terms and language the customer understands when explaining the solution. Answer any additional questions the customer may have. Include the words Thank you and HP as well as your name and, if you are an authorized service provider, your companys name, in the closure. This assures that the customer knows we appreciate the opportunity to solve the problem and that we are available for future opportunities. Check back with the customer to make sure the problem is truly solved. This is good public relations for HP and will reinforce their decision to choose HP.

If you notify the customer about the possibility of a customer satisfaction survey, they can address any issues they have with the service call before it is ended. You might say, An HP representative may be contacting you to conduct a survey on the service that my company has provided you on this issue. Is there anything that would keep you from scoring our service a five out of five? If the customer has any issues that have not been addressed, you can address them at this time. This could also lead to a discussion about who should be contacted for the survey, and where. That would avoid any possible frustration from the wrong person being contacted. In addition, this gives the customer an opportunity to ask questions about the survey process.

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Dealing with an Angry CustomerOccasionally, you may find yourself in a difficult situation with an angry customer. Apply the following tips if you are dealing with an angry customer:

Acknowledge the customers feelings. Be sympathetic and empathetic. For example, tell the customer I can understand why you are upset. Rephrasing and repeating the customers complaint lets them know that you understand their problem. Remember, agreeing with the customer and understanding the customer are two different things. Put yourself on the customers team by using we and us. This lets the customer know you are working together to resolve the problem. Apologize for any inconvenience. Accept responsibility for resolving the problem, even if you did not have anything to do with creating it. You are representing HP, not just yourself. Let the customer know that you are there to help, and accept responsibility for resolving the problem. If it is necessary to refer the customer to someone else, let the customer know that you will stay on as part of the team to help solve the problem. Stress what you can do for the customer, rather than what you cannot do. Give the customer as many options as possible and stress them all. Try to find an agreeable solution among the options. Stay positive. Contact your service manager if you are still unable to satisfy the customer. Allow your service manager to handle the situation and to set the customers expectations. Most service managers are experienced in managing these situations. Never escalate the anger in an already difficult situation.

Remember, when dealing with an angry customer, dont get hooked by their anger! It only complicates the situation if you become defensive. Try not to take their anger or the situation personally

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Learning Check1. What voice should HP service engineers use?

2.

Why are good customer service skills important?

3.

Explain the four components of an effective greeting.

4.

What types of information should you research before the service call?

5.

Explain how to manage the conversation with the customer.

6.

Explain ways to stay positive during the service call.

7.

Explain how to keep a customer updated and informed.

8.

What actions should you take once the problem is solved?

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9.

List five questioning and listening strategies.

10. Explain how to deal with an angry customer.

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HP Service ResourcesModule 3

IntroductionA thorough understanding of the available service and support resources is key to providing superior customer satisfaction. This module provides an overview of these resources. Topics include:

Serial numbers Standard Warranties Maintenance information Parts information Web-based resources Electronic and telephone support services Training Enterprise Computing Services

ObjectivesTo use HP service resources effectively, service engineers should be able to:

Interpret a serial number Locate part numbers for HP products Locate product information for HP products Access product and service resources on-line.

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Serial NumbersA serial number is an integral part of the product label, on which the serial number must be presented along with the HP product and/or part number. Pre-merger Compaq serial numbers used a 12 digit format while pre-merger HP serial numbers used 10 digits. Effective January 1, 2003 the 10-digit policy became effective for new product design and introduction in the new HP. Both 12 and 10 digit serial number codes provide valuable information such as:

Country code (pre-merger and new HP) Model configuration (pre-merger Compaq) Date of manufacture Supply site/Vendor code Unique sequential identifier

There are two different serial number formats previously used for pre-merger Compaq servers. One is used to identify machines built at Compaq sites existing before 1998, the other to identify products built at Compaq sites added since 1998 and before the merger with HP. Since January 1, 2003, the 10-digit serial number policy has applied to ProLiant servers built by HP. As an exception to the policy an interim interpretation of the 10-digit format will be used until the transition to the standard 10-digit format is complete.

Unit Configuration CodeIn the 12-digit format, the unit configuration code is located in the product serial number at the fifth, sixth, seventh, and eighth placeholders. The location is the same in both serial number formats. The quickest way to identify a pre-merger Compaq product from the serial number is to initiate a search in QuickFind 2000 using the configuration code. Configuration codes are also listed in the Maintenance and Service Guide under the Illustrated Parts Catalog section.

Refurbished UnitsUnits with an R in the first position of the serial number are refurbished products and sold through a reseller.

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HP Service Resources

12-digit serial number breakdown existing build sitesD 7 45 BRZ1 0018 Serial number that differentiates units produced in the same week Configuration code which defines the specific computer as shipped from Compaq Week in which the product was produced Year in which the product was produced Compaq unique

12-digit serial number breakdown additional build sites

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10-digit serial number breakdown current format

CC S YWW ZZZZ

ZZZZ = Unique sequential ID YWW = Date of manufacture S = Supply site CC = country code

10-digit serial number breakdown transitional

S ZZZZ AAAA YW

YW = Date of manufacture AAAA = Configuration code ZZZZ = Unique identifier S = Supply site

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Standard WarrantiesHP offers a variety of warranty programs:

Servers For most servers HP Services provides a three-year, limited warranty, including Pre-Failure Warranty (coverage of hard drives, memory and processors) fully supported by a worldwide network of resellers and service providers and lifetime toll-free 7 x 24 hardware technical phone support. Limited Warranty includes 3 year Parts, 3 year Labor, 3-year on-site support. Complete information on the warranty of any product is available in the product QuickSpecs on HPs worldwide website at http://h18004.www1.hp.com/products/servers/platforms/warranty/index.html

Refurbished Products (identified by an R in the first character of the serial number) are refurbished by HP and sold through a reseller or through HP Factory Outlet (HP Works). A one-year parts and carry-in limited warranty cover them. Spare and Option Part Warranties are covered by a 90-day warranty or the warranty of the computer into which they are installed, whichever is longer. Most options carry a one-year warranty. Once installed in an HP machine, they assume the remainder of that machines warranty or the remainder of the option warranty, whichever is longer. (Some options have three-year warranties.)NOTE ABOUT WARRANTIES: Do not make assumptions about warranty based on a systems serial number. For example, the serial number of a system that has a failed hard drive may show a manufacture date of four years ago but the proof of purchase on the hard drive may show that it is under parts warranty.

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Service and parts information resourcesHP service and parts information resources include:

Service Announcements, Advisories, and Bulletins Maintenance and Service Guides (MSGs) QuickFind 2000 HP Parts Surfer Service Parts Information (SPI)

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Service Announcements, Advisories, and BulletinsService Announcements, Advisories, and Bulletins are published by HP to give technicians information about business procedures and technical considerations.

Service Announcements These publications describe new HP products and new or modified service programs for our Authorized Service Providers. A good example of this type of announcement is Service Product Announcement 3341N which announces the ProLiant DL380 G3 server. Service Product Announcements describe new HP products. Service Program Announcements describe new or modified service programs. Service Announcements can be found in the QuickFind Support Reference Library.

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Service Advisories SAs are problem/solution pair documents. They are the official communications from HP to our Service Partners regarding issues and repair instructions. Special return procedures or warranty extension information is also communicated through these documents. The schedule for publishing Service Advisories depends on your access method. External to HP, SAs are available on the FTP site for QuickFind CD subscribers to update their local copies. This is updated once every other week. SAs are also available to external service partners through the CSN Service Partner website. This site is updated daily and partners can search by serial number, date, document type, and more. High-priority SAs are printed and distributed every two weeks to subscribers. They are simultaneously published to OARS. Notice that OARS also contains SAs that are informative and address noncritical technical issues. Service Bulletins These publications are urgent proactive documents of extreme importance to Service Providers. They are printed and delivered immediately, regardless of the biweekly mailing schedule for regular Service Advisories. They are also published directly in OARS.NOTE: A Service Advisory or Service Bulletin that is distributed on yellow paper is to be considered critically important. It must be given priority attention. Electronically distributed copies highlight a warning message visually separated in the document from regular text.

For a detailed comparison of these service document types and modifications to the numbering system, see Service Advisory 1900(A) and Service Announcement 2000. Service Advisories and Bulletins are available from two sources:

All Advisories and Bulletins are available on OARS. All Advisories and Bulletins are available on CSN.

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Maintenance and Service GuidesA Maintenance and Service Guide (MSG) is published for all HP computers. It is designed to be used as a troubleshooting guide and reference tool when servicing HP computers. The MSG is divided into various chapters that provide the following information:

Illustrated Parts Catalog Provides an illustrated reference for specific HP personal computer spare parts a good resource for part numbers. Service Preliminaries Provides preliminary warnings and cautions, information about necessary equipment, and warranty information. Removal and Replacement Procedures Describes how to remove and replace field subassemblies for specific HP personal computers. Switch and Jumper Settings Provides detailed information for setting switches and jumpers. It notes specific settings for each board. Power-On Self-Test (POST) Describes the internal system diagnostic programs that are executed automatically when you power on the system. Error Messages and Codes Lists the POST and HP Diagnostics Error Codes, and the required course of action to resolve the problem described by each error code. Specifications Provides operating and performance specifications for the specific HP personal computer for which a particular guide is developed. Index Assists in locating specific information throughout the guide. http://www3.compaq.com/support/reference_library/

MSGs are available at

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HP PartSurfer

HP PartSurfer provides fast, easy access to parts information for a wide range of HP products. With this application you can: search for part information by product name or model number look up part information by keyword, category or part type cross-reference exchange to new part numbers identify all HP products that use/reference a specific part number generate on-screen and hard-copy reports display exploded product and part views

The HP Service Parts Information (SPI) CD-ROM is a complement to HP PartSurfer. The SPI CD-ROM accesses the same data as HP PartSurfer, but with a slightly different interface. HP-SPI CD-ROMs can be purchased individually or as a subscription (includes four quarterly updates). You can subscribe to HP-SPI by fax, mail or phone. For information on how to order the SPI CD-ROM, please check out the SPI web site

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Service Parts Information (SPI) CD-ROM

This CD-ROM-based information tool for Windows provides fast, easy access to all the latest information on HP parts in one location. The application includes a Parts Database and Parts Information Reports. Parts Database features enable you to : Search for parts information by product model name or number. Look up parts information by keyword, category, or part type. Cross-reference any exchange part number to its new part number. Identify all HP products that use or refer to a specific part number. Locate part information when product information is unknown. Display exploded product and part views On-screen and hard-copy reports by model name, number, and family. Parts ID lists that give you product breakdown by category and keyword. Parts price lists with product breakdown by part number.

Parts Information Reports provide:

SPI CD-ROM ordering information can be found on the website at http://partsurfer.hp.com/hp-spi/order_info.htm.

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Electronic and Telephone Support ServicesHP electronic and telephone services include:

Websites ActiveUpdate ActiveAnswers Online services Reseller services Technical Support Center Training

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HP WebsitesHaving access to the latest HP technical product information, diagnostic software, and SoftPaq solution files is critical for all service providers. HP provides this information through a variety of websites, including:

Active Update: http://www.compaq.com/products/servers/management/activeupdate/ Active Answers: http://h71019.www7.hp.com/ActiveAnswers/ Channel Services Network: http://web7.compaq.com/csn/ Customer Profile Center: http://compaq.mycustomprofile.com HP PartSurfer: http://partsurfer.hp.com/cgi-bin/spi/main HP Services: http://www.hp.com/services HP Support: http://h71025.www7.hp.com/support/home/ HP Worldwide: http://www.hp.com Product Change Notification: http://h18000.www1.hp.com/pcn/ QuickFind 2000: http://h18018.www1.hp.com/Cas-Catalog/quickfind.html Training: http://h18004.www1.hp.com/training/

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HP Worldwide WebsiteThe HP worldwide website is located at http://www.hp.com.

The HP worldwide website is a major source for information and resources. It provides access to:

Product Information Support Resources Solutions Services

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HP Services WebsiteAccess the HP Services website at http://www.hp.com/services or select Services from the HP home page.

The HP Services page provides details about the most comprehensive service and support programs available in the computer industry:

Hardware and Software Infrastructure eBusiness Platform eBusiness Solutions Industry Focused

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HP Support HomeAccess the HP Support website by selecting Support and Drivers from the HP worldwide website and then selecting Compaq and HP ProLiant Servers or by using the following url: http://h71025.www7.hp.com/support/home/index.asp

From the Support home page you can access information about the following topics:

Software and drivers Natural language search Reference library Forums and communities Support tools Warranty information Contact support Parts Feedback

Following are expanded descriptions for the type of information associated with each link:3 16 Rev. 3.41


Software and drivers This link takes you to a page where you can search for software and drivers by server or by operating system as well as locate Softpaqs for specific products. Natural language search On this page you can use a search engine to find answers to questions you can ask in the same manner as you would in conversation, for example, Where can I find information on the Rapid Deployment Pack? Reference library In the Reference library you can get information for specific products including service notifications, frequently asked questions, white papers and manuals. Forums and communities This link will take you to a listing of a variety of forums such as business customer discussion groups, customer communities and forums for particular HP products. Support tools Among the support tools that you can find on this page are proactive notification tools, Internet call logging services, Internet connection services, InsightManager and ActiveAnswers. Warranty information Here you can use a product serial number to determine the warranty expiration date for that product. Contact support This link takes you to a page where you can email technical support engineers with questions about ProLiant servers, find and order spare parts, locate resellers and service centers and obtain telephone numbers for pre- and post sales technical support worldwide. Parts Here you will find links to HP PartSurfer, the End User Replaceable Parts (EURP) program and the Spare Parts Store as well as spare part information and illustrations. Feedback This link takes you to a form where you can fill out a survey and provide information on how HP can make your support experience better in the future. Note: this is not the place for obtaining technical support for that type question use Contact ssupport.

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HP Support Reference Library Product SelectionWhen you click reference library from the HP Support home page, you go to a page that allows you to select the particular model of server on which to obtain detailed product information.

In the Reference library you select from Product Category, Product Family and Product Series to target a particular server model. Once you have completed the selections a search engine proceeds to locate documents associated with the product.

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HP Support Reference Library Product Selection

As displayed here the Reference Library search locates all of the documents associated with the product including:

Service notifications Frequently asked questions Parts documentation Manuals Service links White papers

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Support Information A more detailed summary of the information in the Reference Library is shown in the table below.Category Information

Customer Advisories

A compilation of advisories on such topics as

Controllers and adapters Hardware Operating systems and utilities Internet solutions Communications and networks Clusters System management

Drivers, SoftPaqs, Software and Utilities

Software information referenced by product family, model and operating system or by operating system and software category including

Support Paq Display Management Agents Management Applications and Utilities Network Storage System ROMpaqs/BIOS Utilities

Manuals

Product documentation including Maintenance and Service Guide

Setup and Installation Guide User and Reference Guides Option Related Guides

Other

Other information available by product includes: Tech Notes

Services White Papers

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HP Channel Services Network (CSN)The HP Channel Services Network is a virtual, global community made up of HP customers, HP service channel partners and HP. The HP Channel Services Network provides partners opportunities to enhance business capabilities to sell and deliver global IT services through a Web-based management system.

HP Channel Services Network provides real-time access to service, sales, and support information. Various business transactions can be conducted on CSN, including parts ordering and tracking, electronic claims, CarePaq registration, and Depot registration. Various reports and metrics, sales assistance, as well as support tools are also available. Access CSN at http://web7.compaq.com/csn/. Sign-up online or call 1-800-231-9977, option 8. Based on their business model, partners can choose the appropriate partner program. Each partner program has a specific set of service offerings that partners can sell or deliver. Service delivery partners have access to training, service delivery methodologies and varying levels of technical support, along with additional opportunities to partner with HP to deliver a complete solution to their customers. HP is currently streamlining the authorization process for partners - check with your local channel account manager for more information.Rev. 3.41 3 21


Information and Support Tools In addition to the various ordering and reporting functions of CSN, there are many tools that are valuable to service personnel. To access these tools, login to CSN and select Tools List from the menu. Next, select Information and Support Tools. The following selections are available: Diagnostic Tools/Utilities provides a search engine by operating system for HP Setup, Diagnostics, and Insight Manager. Links to any training or references for the utilities are available, as well as links to the Softpaqs needed to load these utilities. Technical Information/QuickFind provides a search engine to QuickFind and other technical databases. Search by serial number, document number, product, operating system, and geographic location. Also allows for selection of Service Advisories and Service Bulletins. Technicians Toolbox provides subscriptions to technician tools. Also available is a Basic Toolkit which includes, QuickFind, SmartStart for Servers, and the Support Software CD for Portables, Desktops, and Professional Workstations. Vendor Links provide direct access to vendor support websites (Comm, Baan, Cisco, Intel, Microsoft, Nortel, Novell, Oracle, and SCO) Vendor Support Forum provides access to online forums (Baan, Cisco, Intel, Microsoft, and Novell) allowing technicians to discuss products or service challenges with other IT professionals

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HP partnership web

(Formerly Compaq business partner login) This site provides information on

How to become a partner How to find a local HP partner Referral tools for business partners Training and certification

Site location is http://partner.americas.hp.com/

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Information and notification servicesHP customers and partners can receive timely notification of critical updates and product changes by subscribing to the services as described below:

ActiveUpdate Active Update is a web-based client application that provides proactive notification and automatic delivery of software updates for HP servers, desktops, portables, workstations, and handheld PCs. It connects you to a secure HP server that delivers the latest updates and notifications based on your subscription profile. Once they are downloaded to your local or networked database repository, you choose which updates to implement, and when to deploy them.

Product Change Notification The Product Change Notification system uses a secure web site for proactively communicating product changes via e-mail. Based on a customer provided profile, PCN notifies customers 30-60 days in advance of upcoming critical changes that may impact their computing environment.

Customer Profile Center The Customer Profile Center allows customers to receive information via email that's relevant to their needs--the latest product announcements, updates, news, and special offers that will help users make more informed purchasing decisions. The following table summarizes and compares the features of the information and notification services described above: Comparison of information servicesActive UpdateProactive delivery of information and software for specified SoftPaqs via web-based subscription service. Customer controls which updates to deploy and when. Requires the installation of the ActiveUpdate client application. Available for Microsoft Windows platforms only.

PCNProactive delivery of information on planned hardware and software changes via email. Notification is sent 30 to 60 days in advance. Does not require the installation of client software.

Profile CenterProactive delivery of information and links for response to marketing offers via email.

Does not require the installation of client software.

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ActiveUpdateActiveUpdate is a web-based application that proactively notifies and delivers the latest software updates for HP servers, desktops, workstations, and portables.

Saves you time by downloading and storing new updates automatically Delivers information customized to your needs Provides easy to understand descriptions about the software updates Simplifies access to the latest software updates for HP servers, desktops, portables, and workstations by providing a single point of access

System administrators can subscribe to software updates by server, desktop, workstation or portable models at http://h18000.www1.hp.com/products/servers/management/activeupdate/. Select the models, operating systems, and languages for the SoftPaq files you want downloaded. You must submit your subscription in order to receive downloads. Minimum requirements for using ActiveUpdate are as follows:

Operating System Windows 95/98, Windows 2000 Professional, or Windows NT Workstation/Server 4.0. Minimum Hardware Pentium or higher recommended. Memory Minimum 32MB RAM for Windows 95/98, 64MB forWindows 2000 Professional or Windows NT 4.0. Disk Space 20MB for the ActiveUpdate software and 1GB for the local cache. Internet Connection Internet connection required (direct or dialup) Web Browser Microsoft Internet Explorer 5.0 or higher.

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ActiveAnswers

ActiveAnswers provides a dynamic set of tools, e-services, and information to help customers plan, deploy, and operate business solutions. Designed for CIOs, IT managers, VARs, systems integrators, and consultants, ActiveAnswers simplifies solutions to help you achieve faster returns on your IT investments. First-time users are asked to register. Previous users can log on and begin their research at http://h71019.www7.hp.com/ActiveAnswers/ Categories available for research include:

Customer Relationship Management Database and Business Intelligence ERP and Supply Chain Infrastructure and Architecture Internet and E-Commerce Messaging/Collaboration and Portals Telecom and Service Providers

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Reseller ServicesHP provides 24-hour-a-day, 7-day-a-week support and services for its Authorized Service Providers at 1-800-231-9977. (Outside of North America, contact your local Geo.) You must supply your Authorized Reseller ID to use this toll-free service. A call prompter answers your call with a recorded message, then instructs you to select the type of service needed. Sections available include:

Technical Support Spare part information, warranty verification, Service Order Management, or field return receiving Product features and configuration information Accredited Systems Engineer Support or HPCare Systems Partner - special IDs are required to access these servicesWhen you call for technical assistance with your HP server or server option be sure to have the following information available: HP Reseller ID# Product name, model number, and serial number Hardware configuration and expansion boards installed Detailed description of any error messages and any associated error codes Knowledge of the conditions under which the problem occurred Familiarity with any previous troubleshooting steps taken Hard copy of data (INSPECT) Hard copy of System Configuration Resource Map Version of network operating systems Printouts of software configuration files setup Updated ROM and drivers, and recorded versions All network operating systems patches installed and up to date An INSPECT, Survey, or Insight Manager report ready to fax or e-mail

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Product Information CenterThe HP Product Information Center can help you obtain HP product information, locate an authorized reseller, order software or purchase out-of-warranty parts. Most services are available 24 hours a day, 7 days a week, including holidays. To contact the HP Customer Support Center, call 1-800-345-1518. (In Canada, call 1-800-567-1616. Outside of North America, contact your local Geo.) The Product Information Center can:

Provide pre-sales and post-sales product information for commercial and consumer, desktops, workstations and portable units. Send brochures and QuickSpecs. Provide part number, configurations, and upgrade information. Provide assistance with dealer locations if you are unable to access it from the option on the menu.

Technical Support CenterHP Technical Support, warranty service and software support is available 7 days a week, 24 hours a day, 365 days a year at 1-800652-6672 (1-800-OK-COMPAQ). (Outside of North America, contact your local Geo.) HP receives more than 17,000 telephone calls a day for support and technical assistance. For the HP Technical Support Engineer to assist you, it is essential that you have complete information about the system and problems for which you are requesting assistance. It is best to call from the location of the machine being serviced.

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Training

You can obtain HP training information and registration from the following sources:

U.S. 1-800-732-5741 Canada 1-800-392-7024 Outside of North America, contact your local Geo.

Information and registration can also be done on the Education and Training website at http://h18014.www1.hp.com/training/ The following information/services are available:

Training schedule or information via Fax Self-paced training or training installation video information and ordering Sales and technical training information and registration Student ID number for registering in Service, Sales or HP Accredited Professional classes

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Learning Check1. A unit configuration code is embedded in the 12-digit serial number used in pre-merger HP. True False

2. The MSG includes an illustrated parts catalog and is a good place to find spare part numbers. True False

3. Which service resource provides partners opportunities to enhance business capabilities to sell and deliver global IT services through a Web-based management system? a. ActiveUpdate b. ActiveAnswers c. Channel Services Network d. Support website 4. Which service is a web-based client application that provides proactive notification and automatic delivery of software updates for HP servers? a. ActiveUpdate b. ActiveAnswers c. Service Parts Information d. Support website 5. What information resource would contain parts removal procedures? a. Service Bulletin b. Support website c. Service Parts Information d. Maintenance and Service Guide 6. Which of the following would have information about new products? a. Service Advisories b. Service Announcements c. Service Bulletins d. All of the above3 30 Rev. 3.41


7. What information resource would allow you to identify all HP products that use or reference a specific part number ? a. Maintenance and Service Guide b. ActiveAnswers c. Channel Services Network d. HP PartSurfer 8. Where would find a link to the Spare Parts Store? a. HP support website b. ActiveAnswers c. Channel Services Network d. HP PartSurfer 9. What resource would you use to locate white papers for a particular ProLiant server? a. HP support website b. ActiveAnswers c. Channel Services Network d. HP PartSurfer 10. What resource provides a dynamic set of tools, e-services, and information to help customers plan, deploy, and operate business solutions? a. ActiveUpdate b. ActiveAnswers c. Channel Support Network d. HP Support website

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Server TechnologyModule 4

IntroductionTo develop outstanding troubleshooting skills, it is important to know how the servers function normally. The remaining modules focus on the tools needed to develop those troubleshooting skills. This module provides an overview of Server Technology specific to ProLiant servers. It describes the various devices and subsystems that make up a ProLiant server. Topics include:

PCI and PCI-X SCSI technologies Server subsystems

Processors Memory Power Input/output Software

Network adapters Fault prevention and recovery management

ObjectivesTo demonstrate an understanding of ProLiant server technology, service engineers should be able to:

Describe the features of PCI, PCI-X and SCSI bus architectures Identify the various subsystems that make up a server Identify the components of each subsystem Describe the interaction between the various server subsystems Describe how the server will react in a failure situation

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PCIPCI architecture and featuresThe PCI bus (Peripheral Component Interconnect) is a local-bus design developed by Intel, Compaq, DEC, IBM and NCR in late 1991. The focus is oriented around electrical specifications at the expense of ease of integration. The PCI standard offers a number of features and advantages. The fundamental design of PCI involves a buffered local bus. The bus always utilizes some sort of PCI bridge which provides a number of advantages, most importantly making the PCI bus processor independent. Bridging allows buffering and concurrent bus master access, suiting the bus to multitasking environments. By placing a bridge between the bus and the microprocessor the bus frequency may be standardized, eliminating the issues caused by varying processor frequencies in different systems. PCI also offers 64-bit support, making the bus very well suited to Pentium implementations.

L2 Cache

System Bus

CPU PCI Bridge

PCI Bus

SCSI

PCI Slots

EISA BusDiskette

PCI EISA BridgeCOM LPT EISA Slots

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PCI Features The most significant features and characteristics of the PCI bus are:

Provides switchless and jumperless support. Plug and play capable, no requirement to run a configuration utility in a PCI only system. (A PCI EISA system will require the configuration utility.) Utilizes a multiplexed bus, meaning addresses and data move over the same set of wires. This requires less system board space and results in less traces or wires than ISA/EISA. The processor independent design allows the bus to be supported under many processors. One option card will work in multiple different processor computers. The bridging requirement protects against potential problems associated with high-speed host/local buses. Supports intelligent I/O devices and burst mode transfers of 133 MB/second. The PCI bus may buffer read or write activity to allow the processor to continue with other tasks rather than wait for the I/O operation to complete. Currently, HP uses 32 and 64-bit wide PCI buses. 64-bit PCI cards can be installed in a 32-bit bus, however they will only run at 32-bit. Parity checking is done on all server PCI buses (control, address, data).

PCI Bus Speeds and Transfer Rates The transfer rates of ProLiant systems are determined by the speed of the various buses, which are derived from the system clock. Peripherals such as the graphics subsystem, network controllers, and hard drives take advantage of the PCI local bus for faster system throughput. The PCI bus provides a 32-bit data path operating at 33MHz or 66 MHz, or a 64bit data path operating at 33MHz or 66MHz. This greatly increases the performance of peripherals such as the graphics subsystem and the network controller.

PCI Bus Performanc e 32-bit c ard 33MHz 133MB/s 32-bit c ard 66MHz 267MB/s 64-bit c ard 33MHz 267MB/s 64-bit c ard 66MHz 533MB/s

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PCI-X: An Evolution of the PCI BusPCI-X is an evolutionary bus architecture based on the prevalent PCI bus. PCI-X technology leverages the wide acceptance of the PCI bus and provides an evolutionary I/O upgrade to conventional PCI. PCI-X 1.0 technology increases bus capacity to more than eight times the conventional PCI bus bandwidth from 133 MB/s with the 32-bit, 33-MHz PCI bus to1066 MB/s (1GB/s) with the 64-bit, 133MHz PCI-X bus. PCI-X achieves this performance through the use of a register-to-register design that allows higher clock frequencies and new protocol enhancements such as the attribute phase and split transactions that allow more efficient use of the bus. PCI-X technology is backward compatible with conventional PCI systems at the system, device driver, and the adapter level. Conventional PCI adapters will operate in PCI-X systems, and vice versa. PCI-X (like PCI) adjusts the operating frequency to match that of the slowest device on the bus. If a 33-MHz adapter is present, the bus must operate at 33 MHz. If only conventional 66-MHz devices are present, a PCI bus optionally operates in conventional 66-MHz or 33-MHz mode. Introduction of the PCI-X 2.0 specification adds two new transfer rates, PCI-X 266 and PCI-X 533 which provide bandwidths of 2 GB/s and 4 GB/s respectively. PCIX 2.0 is backward compatible. Existing PCI and PCI-X adapter cards will operate in PCI-X 2.0 systems and new PCI-X 2.0 adapter cards will operate in existing PCI and PCI-X systems. The table below summarizes the clock speed, voltage levels and bandwidth of the PCI and PCI-X specifications:PCI and PCI-X Specifications

Spec PCI 2.3

Year Clock Level MHz 2002 33 66 Volts 3.3 3.3 3.3 3.3 3.3 3.3 3.3

32-bit

64-bit 266 533 533 800 1070 533 800 1070 2130 4270

BW MB/s BW MB/s 266 266 400 533 266 400 533

5 or 3.3 133

PCI-X 1.0 1999 66 100 133 PCI-X 2.0 2002 66 100 133 266 533

3.3 - 1.5 1070 3.3 - 1.5 2130

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PCI bus slots The PCI interface provides two bus widths (32- and 64-bit) and two signaling levels (5- and 3.3-volt). Below are the four types of PCI expansion slots used on personal computers and servers.32-bit connector 32-bit, 5v 32-bit, 3.3v 64-bit, 5v 64-bit, 3.3v 64-bit connector

Adapter bus widths and slot bus widths are completely interoperable; a 32-bit card can be used in a 64-bit slot and a 64- bit card can be used in a 32-bit slot (although its operation will be limited to 32-bit transfers). However, the signaling level may restrict where a card can be installed. A keyed scheme is used on the 32-bit connector to determine the signaling level.

Correspondingly, PCI cards are keyed in one of three ways: 5-volt, Universal, or 3.3-volt (shown below). A Universal card can be installed in either a 5- or 3.3-volt slot, but a 5- or 3.3volt card must be installed in a slot that specifically supports its level of signaling. The latest systems designed to support faster slots with 3.3-volt signaling will accept only Universal and 3.3-volt PCI cards. Legacy cards keyed for 5-volt signaling will not work in systems that provide only 3.3-volt slots.

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SCSI ArchitectureSCSI (Small Computer System Interconnect) is a system-level parallel channel or I/O bus designed for interconnecting peripheral devices that have intelligent controllers, thereby allowing control signals and data to flow to all peripherals. The (smart array) controller does not need to know how many cylinders, heads, or sectors are available on each device. The local device intelligence is capable of managing these functions, including errors. Servers and workstations use SCSI to communicate with a variety of external RAID storage devices. The SCSI system contains three main components:

SCSI Controller SCSI Bus (cable) SCSI Device(s)

SCSI Controller The SCSI controller is the interface between the computer and the other devices on the bus. The controller may be built into the mother board or housed on a SCSI host bus adapter card in a PCI or PCI-X slot.

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SCSI Cables SCSI cables consist of 34 pairs of multi stranded flexible copper wires for a total of 68 conductors. SCSI devices inside the server are connected to the SCSI controller using a 68-pin ribbon cable. The ribbon cable has a connector at each end and one or more connectors along its length. External SCSI devices are connected to the SCSI controller on the SCSI host bus adapter using a round 68-pin cable. Two terminators, one at each end of the SCSI bus prevent signal reflections within the cables. SCSI Devices All SCSI devices share the same data and control lines and only two devices (an initiator and a target) can communicate at a time. To facilitate communication on the bus each device must have a unique address or ID number. The number of physical addresses on a bus is a function of the bus width. There can be up to eight devices on an 8-bit bus (ID numbers 0 to 7) and up to 16 devices on a 16-bit bus (ID numbers 0 to 15).

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SCSI ProtocolsSCSI-1 SCSI-1 devices used proprietary commands and were very often incompatible with each other. SCSI-1 supports 5 MB/s transfers in synchronous mode and 3 MB/s transfers in asynchronous mode. In synchronous mode a block of bytes as a whole is acknowledged by the target. In asynchronous mode each byte is acknowledged by the target. Today this mode is only used during the command phase. SCSI-2 New speed levels allow for 20 MB/s (Fast Wide). One of the greatest achievements of the SCSI-2 specification is the Common Command Set which allows devices from various vendors to cooperate. SCSI-3 SCSI-3 defines Wide Ultra (40 MB/s), Wide Ultra2 (80 MB/s), Ultra3 (160 MB/s) and Ultra320 (320 MB/s) transfers as well as the new LVD interface. The following table summarizes the characteristics of SCSI protocols.

Fast / Fast Wide SCSI Fast SCSI reduces the signal length from 200ns to 100ns and doubles the transfer rate to 10 MB/s. Reducing the signal length makes the signals much more prone to distortion. Fast SCSI requires active termination, high quality cables and supports cable lengths up to 3 meters. Fast Wide SCSI allows a transfer rate of 20 MB/s. Ultra / Wide Ultra SCSI By reducing the signal length to 50ns, the transfer rate achieves 40 MB/s for a Wide Ultra SCSI transfer. The cable length is reduced to 1.5 meters (6 feet). High quality cables witch a matched impedance are required.48Rev. 3.41

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Wide Ultra2 SCSI Wide Ultra2 is the first SCSI protocol that uses low voltage differential (LVD) signaling instead of Single Ended (SE) signaling. The transfer rate is 80 MB/s and cables can have a length of up to 12 meters. Ultra3 SCSI Also called Ultra 160, Ultra3 SCSI not only increases the transfer rate to 160 MB/s but also introduces improved data reliability by adding a CRC checksum. Ultra3 SCSI has a transfer rate of 160 MB/s and supports domain validation and CRC. Ultra3 SCSI is only available as Wide SCSI. Ultra 320 SCSI Ultra 320 increases throughput to 320 MB/s and adds technologies that improve bus utility and data integrity. These include Higher clock frequency Ultra 320, like Ultra3, uses double transition clocking to trigger data transfer on both the rising and falling edges of the bus clock signal. It also operates at 80 MHz, twice the frequency of the Ultra3 (Ultra 160). Data streaming Read data streaming minimizes the overhead of data transfer by allowing the target to send one data stream packet followed by multiple data packets. Write data streaming performance is also increased because the bus turnaround delay is not incurred between each data packet. Packetization and QAS During arbitration no data is being transferred on the bus so decreasing arbitration time improves SCSI system performance. Quick arbitration and selection (QAS) eliminates the bus free phase and reducing the number of times arbitration must occur. In other words, QAS allows a device waiting for the bus to grab the bus without arbitration after the previous initiator and target disconnect. Together, QAS and packetization increase performance by 20 to 30%. Flow control Flow control allows the initiator to optimize its pre-fetching of data during writes and flushing of data FIFOs during reads. The target device indicates when the last packet of a data stream will be transferred which allows the initiator to terminate the data pre-fetch or begin flushing data FIFOs sooner than previously possible.

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Electrical InterfaceThere are three electrical levels of SCSI: Single Ended (SE), High voltage differential (HVD) and Low voltage differential (LVD)

Data line

Data+ line

> 60 mV > 2.5 volt

signal level

signal level

Data- line

Common Ground

Common Ground

Single Ended

LV Differential

Single Ended (SE) SCSI Single-ended SCSI uses the ground line as a signal reference. The receiver detects the magnitude of the signal (TTL technology) and decides whether the signal is a logical one or a logical zero. SE SCSI is very sensitive to ground shifts and electro magnetic interference (EMI). For this reason single-ended SCSI allows only for short cables. High Voltage Differential (HVD) SCSI A much lesser used SCSI technology is High Voltage Differential (HVD) SCSI, where the signals travel on two wires. The difference in voltage between the wire pairs determines if the signal is a logical one or zero. HVD technology has excellent noise immunity and a maximum cable length of 25 meters but requires external transceivers making it more expensive than SE and LVD. The fastest transfer mode supported by HVD is Wide Ultra. Older tape libraries used HVD. HVD SCSI devices cannot be mixed with SE or LVD SCSI devices. Low-Voltage Differential (LVD) SCSI Low Voltage Differential SCSI takes all the advantages from HVD and adds new features. Low signal voltage swings allow the whole technology to be integrated on a single chip. LVD SCSI is backwards compatible with Single Ended SCSI. However, once a single ended device is connected to the bus, all devices will operate in SE mo

Documents

Servicing Hp Proliant Server Products - Student Guide - June 2003