C H A P T E R  2

Troubleshooting Setup, Documentation, and Downloading Developer Software Applications

This chapter contains information to help you troubleshoot minor workstation problems.

This chapter includes information on the following topics:

Troubleshooting the Sun Ultra 20 Workstation Setup

If you experience problems while setting up your workstation, refer to the troubleshooting information in TABLE 2-1. For additional troubleshooting information, see the Sun Ultra 20 Workstation User Guide, 819-2146.

TABLE 2-1 Troubleshooting Procedures


Possible Solution

Workstation powers on, but the monitor does not.

  • Is the Power button for the monitor turned on?
  • Is the monitor power cord connected to a wall outlet?
  • Does the wall outlet have power? Test by plugging in another device.
  • Is the monitor connected to the onboard video connector or PCI Express video connector?

CD or DVD does not eject from the media tray when you press the Eject button.

  • Move the mouse or press any key on the keyboard. The drive might be in low-power mode.
  • Use the utility software installed on your workstation to eject the CD.

No video displays on the monitor screen.

  • Is the monitor cable attached to the onboard video connector or PCI Express video connector?
  • Does the monitor work when connected to another system?
  • If you have another monitor, does it work when connected to the original system?
  • Verify that the BIOS settings are correct.

Workstation does not power on when the front panel Power button is pressed.

Keep notes on the following situations in case you need to call service:

  • Is the power switch on the back of the workstation turned on (see FIGURE 1-4)?
  • Is the Power button LED illuminated on the front of the system? (Ensure that the power cord is connected to the system and to a grounded power receptacle.)
  • Does the wall outlet have power? Test by plugging in another device.
  • Do you hear a beep when the system is powered on? (Ensure that the keyboard is plugged in.)
  • Test with another keyboard that you know is functional. Do you hear a beep when you connect the keyboard and power on the system?
  • Does the monitor sync within 5 minutes after power on? (The green LED on the monitor stops flashing and remains illuminated.)

Keyboard or mouse does not respond to actions

  • Verify that the mouse and keyboard cables are connected to the on-board USB 2.0 connectors on the workstation.
  • Verify that the workstation is powered on and the front Power LED is illuminated.

Workstation appears to be in low-power mode, but the Power button LED does not blink.

The power-indicator LED blinks only when all workstation components are in low-power mode. A tape drive might be connected to your workstation. Because tape drives do not enter low-power mode, the power-indicator LED does not blink.

Hung or frozen workstation: No response from mouse, keyboard or any application.

Try to access your workstation from another system on the network.

  1. From a terminal window, type: ping hostname
  2. If there is no response, remotely log in from another system using telnet or rlogin, and ping the system again.
  3. Attempt to kill processes until the system responds.

If the above procedure does not work:

  1. Press the Power button to power off the system.
  2. Wait 20 to 30 seconds and power on the system.


Technical Assistance

If the troubleshooting procedures in this chapter fail to solve your problem, use TABLE 2-2 to collect information that you might need to communicate to the support personnel. TABLE 2-3 lists the Sun web sites and telephone numbers for additional technical support.

TABLE 2-2 System Information Required for Support

System Configuration Information Needed

Your Information

Sun service contract number


System model


Operating system, including service pack number or update number


System serial number


Peripherals attached to the system


Hardware configuration information, including the following:

  • Graphics cards installed
  • PCI or PCI Express cards installed
  • Amount of memory
  • Processor speed
  • Optical disk type


Email address and phone number for you and a secondary contact

Street address where the system is located


Superuser password


Summary of the problem and the work being done when the problem occurred


Output of diagnostics test, if applicable


Other useful information

IP address


Workstation name (System host name)


Network or internet domain name


Proxy server configuration



TABLE 2-3 Sun Web Sites and Telephone Numbers

Workstation Documents and Support Resources

URL or Telephone Number

PDF and HTML files for all the current Sun Ultra 20 Workstation documents.



Solaris and other software documents. This web site has full search capabilities.


Discussion and troubleshooting forums.


Support, diagnostic tools, and alerts for all Sun products.


Software patches, lists of system specifications, troubleshooting and maintenance information, and other tools.


Service support phone numbers.

1-800-872-4786 (1-800-USA-4Sun) Select Option 1

International telephone numbers for SunService Support.


Warranty and contract support contacts. Links to other service tools.


Warranties for every Sun product.



Sun Ultra 20 Workstation Documentation

Finding the Documentation

The documentation in the following table for the Sun Ultra 20 Workstation can be found at:




Part Number

System overview, troubleshooting, diagnostics and service information

Sun Ultra 20 Workstation User Guide


Installation information

Sun Ultra 20 Workstation Getting Started Guide


Safety Information

Sun Ultra 20 Workstation Safety and Compliance Guide


Late-breaking information

Sun Ultra 20 Workstation Release Notes



This document, and others, are available in the following languages: French, Spanish, German, Italian, Swedish, Japanese, Traditional Chinese, Simplified Chinese, Korean or Russian. Please refer to the Sun Ultra 20 Workstation Getting Started Guide, the Sun Ultra 20 Workstation User Guide, and the Sun Ultra 20 Workstation Release Notes at:


Please note that English versions of these documents are updated more frequently and may contain more current information about the Sun Ultra 20 Workstation.

Downloading Deverloper Software Applications

Developer software applications are preinstalled on the Sun Ultra 20 workstation. To download the software packages, go to the web sites below. The sites contain the software packages, updates, documentation, and more.

Software Package

Download Site

Sun Studio


Java Studio Enterprise


Java Studio Creator