12 Troubleshooting Installation Issues
This section provides information about troubleshooting resources, completing the technical support worksheet, locating the system serial number, and using the Oracle Auto Service Request feature.
Resources for Troubleshooting and Diagnostics
For server information about troubleshooting hardware faults, refer to Troubleshooting and Diagnostics in Oracle Server X9-2 Service Manual or Troubleshooting and Diagnostics in Oracle Server X9-2L Service Manual.
You can access knowledge articles, white papers, and product updates from My Oracle Support.
The following table lists diagnostic and troubleshooting resources that can assist you with resolving server issues.
| Description | Reference Link |
|---|---|
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Oracle Server X9-2 Documentation Oracle Server X9-2 Service Manual - Troubleshooting and Diagnostics Oracle Server X9-2L Documentation Oracle Server X9-2L Service Manual - Troubleshooting and Diagnostics |
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Oracle Server X9-2 Documentation Oracle Server X9-2 Service Manual - Managing Server Hardware Faults Through the Oracle ILOM Fault Management Shell Oracle Server X9-2L Documentation Oracle Server X9-2L Service Manual - Managing Server Hardware Faults Through the Oracle ILOM Fault Management Shell |
Technical Support Information Worksheet
If the troubleshooting information does not solve your problem, use the following table to collect information that you need to communicate to Oracle Service.
| System Configuration Information Needed | Your Information |
|---|---|
|
Service contract number |
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System model |
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Operating system |
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System serial number |
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Peripherals attached to the system |
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Superuser password |
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Summary of the problem and the work being done when the problem occurred |
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IP address |
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Server name (system host name) |
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Network or Internet domain name |
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Proxy server configuration |
|
|
Email address and phone number for you and a secondary contact |
|
|
Street address where the system is located |
Locating the System Serial Number
When you ask for service on your system, you might need to have your server serial number. Record this number for future use. Use one of the following methods to locate your server serial number:
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On the front panel of the server, look to the left side of the chassis and below the status LEDs.
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Locate the Customer Information Sheet (CIS) attached to your server packaging. This sheet includes the serial number.
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From the Oracle ILOM web interface, go to the System Information → Summary Information page in the Oracle ILOM web interface.
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From the Oracle ILOM CLI, type
show /System.→ show /System
Auto Service Request
Oracle Auto Service Request (ASR) is a feature provided to customers who have Oracle Premier Support. Oracle ASR is the fastest way to restore system availability if a hardware fault occurs. Oracle ASR software is secure and customer installable, with the software and documentation downloadable from My Oracle Support. For instructions on downloading the ASR software when logged into My Oracle Support, refer to "Oracle Auto Service Request" knowledge article (doc ID 1185493.1).
When a hardware fault is detected, Oracle ASR automatically opens a service request with Oracle and transfers electronic fault telemetry data to help expedite the diagnostic process. Oracle diagnostic capabilities then analyze the telemetry data for known issues and delivers immediate corrective actions. For security, the electronic diagnostic data sent to Oracle includes only what is needed to solve the problem. The software does not use any incoming Internet connections and does not include any remote access mechanisms.
For more information about Oracle ASR, go to: ASR