A P P E N D I X  B

Troubleshooting Setup and Obtaining Technical Assistance

This chapter contains information to help you troubleshoot minor system problems, and includes information on the following topics:

2.1 Troubleshooting the Sun Ultra 20 M2 Workstation Setup

If you experience problems while setting up your system, refer to the troubleshooting information in TABLE 2-1. For additional troubleshooting information, see the Sun Ultra 20 M2 Workstation Service Manual.

TABLE 2-1 Troubleshooting Procedures


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 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 system 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 a known-good monitor, does it work when connected to this system?
  • Verify that the BIOS settings are correct.
  • Review the Sun Ultra 20 M2 Workstation Product Notes for any issues that might impact 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 (see FIGURE 1-3)?
  • 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 synchronize 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 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-indicator 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-indicator 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, type ping hostname
  2. If there is no response, remotely log in from another system using telnet or rlogin, and type the ping hostname command again.
  3. Attempt to terminate 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.

2.2 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 Sun web sites and telephone numbers for additional technical support. You can also refer to the web sites listed in Documentation, Warranty, Support, and Training URLs.

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 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 2-3 Sun Web Sites and Telephone Numbers

Workstation Documents and Support Resources

URL or Telephone Number

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