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Sun Ultra 27 Workstation Installation Guide

Appendix B Troubleshooting and Technical Assistance

This appendix contains information to help you troubleshoot minor system problems and includes technical assistance contact information.

Troubleshooting the Sun Ultra 27 Workstation Setup

If you experience problems while setting up your system, refer to the troubleshooting information in Table B–1. For additional troubleshooting information, see the Sun Ultra 27 Workstation Service Manual.

Table B–1 Troubleshooting Procedures 

Problem 

Possible Solution 

System 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 on-board 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 system to eject the CD.

No video appears 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 a monitor that you know works correctly, does it work when connected to this system?

  • Verify that the BIOS settings are correct.

  • Review the Sun Ultra 27 Workstation Product Notes for any issues that might affect your specific software and hardware configuration.

System 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 system turned on?

  • Is the Power 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 synchronize within five 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 keyboard cable is connected to an on-board USB 2.0 connector on the system, and that the mouse is connected to a USB connector on the keyboard or on the system.

  • Verify that the system is powered on and the front Power LED is illuminated.

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

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

Hung or frozen system: 

No response from mouse, keyboard, or any application. 

Are the keyboard and mouse Type 7? (Verify the model on the underside of the keyboard.) 

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

  1. From a terminal window, enter ping hostname.

  2. If there is no response, remotely log in from another system using telnet or rlogin, and enter the ping hostname command again.

  3. Attempt to terminate processes until the system responds.

If this 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.

Getting Technical Assistance

If the troubleshooting procedures in this appendix fail to solve your problem, use Table B–2 to collect information that you might need to communicate to the support personnel.

Note –

Table B–3 lists Sun web sites and telephone numbers for additional technical support.

Table B–2 System Configuration 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 card 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 B–3 Sun Web Sites and Telephone Numbers  

Workstation Documents and Support Resources 

URL or Telephone Number 

Discussion and troubleshooting forums 

http://supportforum.sun.com/

Support, diagnostic tools, and alerts for all Sun products 

http://www.sun.com/bigadmin/

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

http://www.sunsolve.sun.com/handbook_pub/

Service support phone numbers 

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

International telephone numbers for Sun Service Support 

http://www.sun.com/service/contacting/solution.html

Warranty and contract support contacts; links to other service tools 

http://www.sun.com/service/warrantiescontracts/

Warranties for Sun products 

http://www.sun.com/service/warranty