Troubleshooting > Troubleshooting appliance issues |  | next

# Troubleshooting appliance issues

- Appliance performance is slow

- Unexpected appliance shutdown

- Cannot update appliance

- Update file downloads, but update fails

- Appliance update fails

- Appliance update is unsuccessful

- Browser does not display the appliance

- Icons are not visible on the dashboard

- Could not retrieve the session

- Cannot create or download a backup file

- Support dump was not created

- Support dump file not saved

- Cannot create unencrypted support dump

- Unable to import a certificate

- Certificate was revoked

- Invalid certificate chain

- Invalid certificate content

- Audit log could not be downloaded

- Audit entries are not logged

- Audit log is absent

- Restore action was unsuccessful

- Appliance did not shut down

- Cannot restart the appliance after a shutdown

- You cannot log in

- Hardware setup user cannot log in

- Cannot log in after a factory reset action

- Reinstall the remote console

## Appliance performance is slow

##### Symptom

The appliance operates, but its performance is slow.

##### Cause

The appliance configuration is not set for optimum performance.

##### Action

1. Ensure that the physical components satisfy the requirements described in the HPE OneView Support Matrix.

   - VM host with ProLiant G7-class CPUs or later

   - VM with two 2 GHz or greater virtual CPUs

2. Ensure proper network connection between the appliance and managed devices.

3. Ensure power management is not enabled.

4. Ensure the hypervisor is not overloaded.

5. Ensure the available storage is acceptable.

6. Ensure the host is not overloaded.

   Examine the virtual machine’s performance data (performance counters). If the hypervisor host is running at 100% utilization. Consider:

   - Restarting the VM host

   - Moving the appliance to a VM host with more resources, especially one that is not as busy

   - Using reservations or shares on the hypervisor host

7. From the local computer, use the `ping` command to determine if the round-trip time of the ping is acceptable. Long times can indicate browser problems.

8. Determine that the browser settings are correct.

   Consider bypassing the proxy server.

9. Ensure the scale limits are not exceeded. See the HPE OneView Support Matrix.

10. Create a support dump and contact your authorized support representative.

## Unexpected appliance shutdown

Symptom | Possible cause and recommendation
--- | ---
Appliance crash | Actions to take after a crash Unexpected shutdowns are rare. Check for critical alerts or failed tasks. Follow the resolution instructions, if provided. Manually refresh a resource (Actions→Refresh) if the resource information displayed appears to be incorrect or inconsistent. Create a support dump (Settings→Actions→Create support dump) for unexpected shutdowns to help your authorized support representative troubleshoot the problem.

## Cannot update appliance

##### Symptom

The update appliance operation fails.

##### Action

Log in to the appliance as the Infrastructure administrator and try the update operation again.

### Appliance cannot access the network

##### Action

See Appliance cannot access the network

### Appliance certificate is invalid, expired, or changed

##### Action

1. Examine the certificate settings from the Security pane of the Settings screen. For information, see View the Certificate settings

2. Acquire a new appliance certificate if it is invalid or expired.

   For information, see either Create a self-signed certificate or Create a certificate signing request, depending on the certificate type.

3. Refresh the browser page.

4. Accept the new certificate.

5. Retry the update operation.

## Update file downloads, but update fails

##### Symptom

The update file was successfully downloaded but the update operation does not update the appliance.

### The download file is too large for the browser

##### Action

Verify that the download size is within the capabilities of the browser or use a different browser. For more information, see Browser requirements.

### File was deleted from the appliance

##### Action

1. Download the update file.

   For information, see Update the appliance.

2. Retry the update operation.

### The version of the update file is invalid

##### Cause

The version of the appliance is outside the range of versions that apply to the update.

##### Action

1. Download a supported version (based on the appliance version) of the update file.

2. Retry the update operation.

   For information, see Update the appliance.

## Appliance update fails

##### Symptom

The appliance restarts, but it is restored to its original state

##### Cause

The update file might have been corrupted during the download, or the signature of the update file or of component files might be incorrect.

##### Action

1. Download another update file and try again.

2. If the problem persists, notify the authorized support representative about correcting the update file.

## Appliance update is unsuccessful

Any blocking or warning conditions affecting the appliance update are displayed prior to the update operation.

Symptom | Possible cause and recommendation
--- | ---
Update fails | Confirm you are not upgrading to the same version already installed. Verify that all status indicators for LAN, CPU, and memory in the Appliance panel in the Settings screen are green before retrying the update. Create a support dump and contact your HPE support representative.

## Browser does not display the appliance

##### Symptom

### Browser is not supported

##### Action

Use a supported browser. See Browser requirements.

### Browser cache is full

##### Action

1. Clear the browser cache and try again.

2. Refresh or reload the browser.

### Javascript is not enabled

##### Cause

##### Action

Enable Javascript on the browser.

### Connectivity issue

##### Cause

##### Action

1. Verify that the browser proxy setting is accurate.

2. Refresh or reload the browser.

3. Verify that the appliance can access the network.

   See Appliance cannot access the network.

## Icons are not visible on the dashboard

##### Symptom

The dashboard is displayed but its icons are not.

##### Cause

A timeout occurred before the browser could load the icons

##### Action

1. Refresh or reload the browser.

2. Verify that the appliance can access the network.

   See Appliance cannot access the network.

## Could not retrieve the session

##### Symptom

The browser does not display the session or the session appears frozen.

### Session timed out

##### Action

1. Log out.

2. Log back in to start a new session.

### Logged out of session

##### Action

Log in to start a new session.

## Cannot create or download a backup file

##### Symptom

A backup file could not be created or downloaded.

##### Cannot create a backup file because other related operations are in progress

Only one backup file can be created at a time. A backup file cannot be created during the restore operation or while a previous backup file is being uploaded or downloaded.

##### Action

1. Log in as the Infrastructure administrator.

2. Verify that another backup or restore operation is not running. Look for a progress bar in the Settings screen or a completion noted in the Activity sidebar.

3. Wait until the operation is complete.

4. If an alert appears, follow its resolution to

   1. Retry the backup operation.

   2. If the backup operation fails, restart the appliance.

   3. Run the backup operation again after restarting the appliance.

### Cannot download the backup file because the network is down

##### Cause

Connectivity issues prevent the download.

##### Action

Ensure that the network is correctly configured and performing as expected.

### Cannot download the backup file because a related operation is in progress

##### Cause

A backup file cannot be uploaded or downloaded while a backup file creation or restore operation is in progress.

##### Action

Ensure that another backup or restore operation is not running. They are indicated with a progress bar in the Settings screen.

### The backup file does not appear to be downloading

##### Cause

Downloading a large backup file can take several minutes or more, depending on the complexity of the appliance configuration.

##### Action

Wait until the operation completes. Monitor the operation by observing the progress bar in the Settings screen.

### Profile operation interferes with the backup operation

##### Cause

A profile operation was running during the backup operation resulting in any of the following:

- Duplicate GUIDs in the network

- Server with settings from a previous profile

- Error message: The operation was interrupted

- Error message: The configuration is inconsistent

##### Action

1. Log in as the Infrastructure administrator.

2. Identify the server affected.

3. Unassign the profile from the server.

4. Reassign the profile to the server.

5. If either error message was reported, determine any factors (not related to HPE OneView) that contributed to this condition, such as:

   - Was the server moved?

   - Was the server power turned off?

6. Create a support dump file.

7. Report this issue to your authorized support representative.

## Support dump was not created

##### Symptom

The support dump operation seemed not to create the support dump file.

### Insufficient time elapsed

##### Action

1. Wait. Creating a support dump file can take several minutes. If the log files are large or if the system is extensive, creating a support dump file can take even longer.

2. Retry the create support dump action.

### Cannot create support dump from Oops screen

##### Cause

Only the Infrastructure administrator can create a support dump file from the Oops screen.

##### Action

Provide the credentials for the Infrastructure administrator and try again.

## Support dump file not saved

##### Symptom

The support dump file is absent on the appliance.

### Download was incomplete

##### Cause

You can easily miss notifications of automatic downloads if the browser settings are not set correctly.

##### Action

1. Verify the download has completed.

2. Verify the browser settings. For more information, see Browser requirements.

3. Retry the create support dump action and examine the download progress bar in the Activity sidebar.

### Not enough disk space for the support dump file

##### Cause

Disk space was insufficient on the client side.

##### Action

1. Ensure that the local computer has enough disk space to accommodate the support dump file. For more information, see About the support dump file.

2. Retry the create support dump action.

## Cannot create unencrypted support dump

##### Symptom

You can create an encrypted support dump file, but not an unencrypted one.

##### Cause

You do not have proper authorization to create an unencrypted support dump file. Only the Infrastructure administrator can do so.

##### Action

1. Log into the appliance as the Infrastructure administrator.

2. Retry the create support dump action.

3. Specify the unencrypted support dump option.

4. Create the support dump.

5. Verify success by examining the progress bar.

## Unable to import a certificate

##### Symptom

The appliance did not allow or accept the action of importing a certificate.

### Improper authorization

##### Cause

Your login account does not give you permission to import a certificate.

##### Action

1. Log in as the Infrastructure administrator.

2. Try the action again.

### Appliance lost connection with browser

##### Action

Minimum required privileges: Infrastructure administrator

1. Verify that the network is working properly.

   See Appliance cannot access the network

2. Wait for the web server to restart, and then try the action again.

## Certificate was revoked

##### Symptom

The Certificate Authority no longer recognizes the certificate.

##### Cause

The certificate is no longer valid.

##### Action

1. As Infrastructure administrator, create or acquire a new certificate for the appliance. For more information, see Create a certificate signing request

2. Generate a new signing request.

## Invalid certificate chain

##### Symptom

The certificate chain in the remote appliance was corrupted.

##### Action

Minimum required privileges: Infrastructure administrator

1. As Infrastructure administrator, create or acquire a new certificate for the appliance. For more information, see Create a certificate signing request

2. Generate a new signing request.

## Invalid certificate content

##### Symptom

The format of the certificate is invalid.

##### Action

Minimum required privileges: Infrastructure administrator

1. As Infrastructure administrator, create or acquire a new appliance with a valid format. For more information, see Create a certificate signing request or Create a self-signed certificate.

2. Import the new certificate.

## Audit log could not be downloaded

##### Symptom

There is no action menu item for downloading the audit log.

##### Cause

Improper authorization. Only the Infrastructure administrator can download the audit log.

##### Action

1. Log in as the Infrastructure administrator.

2. Download the audit log.

## Audit entries are not logged

##### Symptom

Entries in the audit log are missing.

##### Cause

The audit log was edited.

##### Action

Restart the appliance to create a new audit log and resume logging.

## Audit log is absent

##### Symptom

The audit log was deleted.

##### Action

Restart the appliance to create a new audit log and resume logging.

## Restore action was unsuccessful

### The backup file is incompatible

##### Action

1. Log in as Infrastructure administrator.

2. Retry the restore operation with a recent backup file that fulfills this criteria:

   The appliance being restored has the same HPE OneView major and minor version numbers as the appliance on which the backup file was created.

   The Settings screen displays the version number in this format:

   `Version `major`.`minor`.`nn`-`nnnnn` `month`—`day`—`year``

3. Reconcile any discrepancies that the restore operation could not resolve automatically.

### The restore and factory reset operations failed, and the appliance could not restart.

##### Cause

A serious error occurred

##### Action

1. Log in as Infrastructure administrator.

2. Create a support dump file, in case you might need to contact an authorized support representative.

3. If possible, reset the appliance to factory settings.

   Otherwise, create a new virtual machine appliance from the provided image file (OVF file template).

4. Retry the restore operation.

### An unrecoverable error occurred during the restore operation

##### Action

If an unrecoverable error occurs during the restore operation, you will have to re-create the appliance virtual machine from the virtual machine image supplied by Hewlett Packard Enterprise.

### Restore operation failed

##### Action

1. Log in as Infrastructure administrator.

2. Create a support dump file, in case you might need to contact an authorized support representative

3. Create a new virtual machine appliance from the provided image file (OVF file template). For more information, see the HPE OneView Installation Guide.

4. Do one or both of the following:

   - Retry the restore operation, specifying the most recent backup file.

   - Try the restore operation with another backup file that is compatible with the appliance.

5. If the problem persists, contact your authorized support representative.

### Restore operation stalled

##### Cause

The status of the restore operation is `IN PROGRESS`, but the percentage of change does not change for 2.5 hours or more.

##### Action

1. Log in as Infrastructure administrator.

2. Restart the appliance.

3. Do one or both of the following:

   - Retry the restore operation, specifying the most recent backup file.

   - Try the restore operation with another backup file that is compatible with the appliance.

### Server hardware is booting from wrong device or incorrect BIOS settings

##### Cause

BIOS, firmware, and boot settings were changed after the backup and before the restore operation.

##### Action

1. Log in as the Infrastructure administrator.

2. Verify the BIOS firmware, and boot settings.

3. Unassign the profiles.

4. Reassign each profile to its corresponding server.

### Restore operation does not restore server profile

##### Cause

The restore operation timed out or failed.

##### Action

1. Log in as the Infrastructure administrator.

2. Create a support dump file.

3. Do one of the following:

   1. Retry the restore operation, specifying the most recent backup file.

   2. Try the restore operation with another backup file that is compatible with the appliance.

4. Verify that all the necessary actions were followed to put the profiles back in-line with the environment. If there is a profile still in an inconsistent state, there might be incorrect behavior in the data center.

## Appliance did not shut down

##### Symptom

The appliance stayed up in spite of a shutdown operation.

##### Cause

An internal server error might have occurred.

##### Action

1. Log in as the Infrastructure administrator.

2. Retry the shutdown action.

3. Use the hypervisor to perform a graceful shut down.

4. If the problem persists, create a support dump.

5. Contact your authorized support representative and provide them with the support dump.

   For information on contacting Hewlett Packard Enterprise, see Accessing Hewlett Packard Enterprise Support.

## Cannot restart the appliance after a shutdown

##### Symptom

The restart action resulted in a shutdown, but not a restart.

##### Cause

An internal server error might have occurred.

##### Action

1. Log in as the Infrastructure administrator.

2. Retry the restart action.

3. Retry the restart action from the hypervisor.

4. If the problem persists, create a support dump.

5. Contact your authorized support representative and provide them with the support dump.

   For information on contacting Hewlett Packard Enterprise, see Accessing Hewlett Packard Enterprise Support.

## You cannot log in

##### Symptom

You are not able to log in to the appliance.

### There is no login screen.

##### Cause

The appliance has not yet started or the browser is not behaving correctly.

##### Action

1. Wait for the appliance to start completely.

2. Refresh your browser and try again.

3. Open a new browser and try again.

4. As Infrastructure administrator, use the REST APIs to restart the appliance.

### The appliance rejects the login to your local account.

##### Cause

Authentication for the local account is invalid.

##### Action

1. Retype your login name and password in case you made an error.

2. Verify your login name and role settings with the Infrastructure administrator. If the appliance was reset to its original factory settings, the Infrastructure administrator might need to reinstate you.

3. As Infrastructure administrator, do the following:

   1. Verify the account name and ensure that a role is assigned to the user.

   2. Restart the appliance and try again.

### The appliance rejects the login to your directory service account.

##### Cause

Authentication for the Authentication directory service is invalid

##### Action

1. Retype your login name and password, and choose the correct authentication directory in case you made an error.

2. Verify your login name and your group and role settings with the Infrastructure administrator. If the appliance was reset to its original factory settings, the Infrastructure administrator might need to reinstate you.

3. As Infrastructure administrator, do the following:

   1. Verify the account name and ensure that the user is a member of the group in the directory service.

   2. Verify that the authentication directory service is configured properly.

   3. Verify that the directory service server is operational. See Directory service not available

   4. Verify that the directory service host certificate is valid. If not, reacquire a certificate and install it.

   5. Contact the directory service provider to ensure that the credentials are accurate.

   6. Restart the appliance and try again.

## Hardware setup user cannot log in

##### Symptom

The authorization for the hardware setup user is blocked.

##### Cause

The appliance is configured to deny access to the hardware setup user.

##### Action

1. Log in as Infrastructure administrator.

2. Access the Edit Security screen.

3. Enable .

4. Log out and log back in as the Hardware setup user.

5. Retry the operation.

## Cannot log in after a factory reset action

##### Symptom

Log in not accepted following a factory reset operation

##### Cause

The authentication was deleted by the factory reset.

##### Action

Log in to the appliance with the default credentials that you used when you logged in for the first time.

## Reinstall the remote console

When running Firefox or Chrome on a Windows client, the first-time installation of the iLO remote console prevents the installation dialog box from being displayed again. If you need to reinstall the console software, you must reset the installation dialog box.

Symptom | Possible cause and recommendation
--- | ---
Installation dialog box is not displayed | If you installed the iLO remote console software using one browser (Firefox or Chrome), but are using another browser, the dialog box that prompts you to install the software is displayed, even if the software is already installed. To reinstall the console, press the Shift key and select Actions→Launch console. Reinstall the software Click Install software and close all of the dialog boxes for installing the application. Click My installation is complete — Launch console to launch the console after it is installed.

See also

- Troubleshooting (top of chapter)

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Troubleshooting activity | home | Troubleshooting the appliance network setup

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