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Idrac dead - no IDRAC IP - VGA has lots colorful vertical lines - Any recourse?
Hi, my R740XD was working fine for the last 2 years. Last night I turned it on after being on vacation and IDRAC seems dead. The IDRAC light flashes once on power and then is dead. Idrac LAN port doesn't respond, doesn't grab an IP.
VGA produces a lot of vertical colored lines. (nice but doesn't bode well I guess.)
Has anyone seen this and knows how to fix it? There is one other post in a different forum with a photo of the same lines but with no resolution.
I tried Nvram, reset, net cos battery, different PSUs, remove all ram, and risers, etc)
Is there are way to fix this with a small part or tweak or do I need a new motherboard?
DELL-Young E
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August 7th, 2024 01:55
Hello thanks for choosing Dell and welcome to our community.
In my opinion, you might have to replace your motherboard, I'm afraid.
If you want a second opinion or/and proceed with replacement, please raise an official ticket to your region support: https://dell.to/4dcQbbu
Respectfully,
w8ing4u
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September 9th, 2024 17:26
I just had the same thing happen on 2 different R740xd servers!!!! After installing the latest firmware updates in the iDRAC interface, the next time the rebooted it got stuck at boot waiting for the iDRAC interface to start. After waiting 2 hours+ and it never booted, I finally had someone try power cycling the server and now they both are showing these vertical color lines!!! I know there's no way 2 servers died at the exactly same time, especially not right doing the exact same thing, so it has be related to one of the updates! This seems urgent, I am afraid to update any server now and risk bricking it!
(edited)
DELL-Charles R
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September 9th, 2024 19:31
Hello,
If you turn the monitor off and remove power from the monitor, then reconnect power, power on; does the monitor work properly?
What all updates were applied when this issue started?
If you log in the DRAC; how does the Virtual Console look?
Have you tried a different monitor and cable?
Does the monitor have any buttons you can try changing resolution?
Could you try reboot the iDRAC and check results. If it doesn't help then try a flea power drain and check results. If you still have vertical lines try clearing NVRAM
Reboot iDRAC - hold in italic "i" button for 20 seconds, check results
drain flea power (shut down server, disconnect power cables and Network cables, hold in power button 20 seconds with cords removed). After flea power drain, system has to set for 3 minutes for DRAC to reset without any power plugged in, then plug in NIC and power but wait 2 minutes before power on to give DRAC time to initialize.
Clear NVRAM - there is a map under the lid to show the jumper location. Shut down, Set jumper to the Clear position, power on and Post up to the jumper error, shut down and return jumper to original location.
w8ing4u
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September 13th, 2024 16:54
@DELL-Charles R
It's definitely not a monitor problem. I've tried 3 completely different monitors (different models as we) and they all show the same thing. Even replaced the monitor cable (and these cables/monitors work just fine with any other system connected to them).
I used the iDRAC -> Maintenance -> System Update -> Manual update interface to check for the latest updates using HTTPS from downloads.dell.com. I believe these were the updates:
I selected them all and told it to "Install and Reboot". It looked like it applied the iDRAC update first and then was in the process of rebooting. After waiting for a long time for the iDRAC remote connection to come back up, I finally connected a monitor and that's when I saw the vertical bars.
The iDRAC Network port will not show a link light. I've tried multiple cables and switches (all of which work on other systems). It was working just fine until I applied the updates. Because iDRAC never starts, I can't connect to anything to diagnose the issue.
I tried all your suggestions:
None of them worked.
(edited)
DELL-Charles R
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September 13th, 2024 17:55
Hello,
I'm sorry to see those didn't help.
Do the vertical lines only show up in POST?
Can you see the desktop once the OS loads?
What iDRAC version were you on before updating?
w8ing4u
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September 13th, 2024 18:31
@DELL-Charles R
The vertical lines show up shortly after the server is powered on. There is no post screen. After applying power, it just goes straight from no signal to the vertical colored lines.
I never see the desktop, just the vertical lines screen. I don't think it even tries to boot into the OS. It never responds on the network and I don't see any storage activity (other than initially after powering on, the HDDs power on and spin up, but after that they are idle).
I believe it was running iDRAC version 6.10.80.00 before I tried to apply the updates.
DELL-Charles R
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September 13th, 2024 19:09
Hello,
Try using the iDRAC Direct Feature and see if you can log in the DRAC.
https://dell.to/47qTLfU
Integrated Dell Remote Access Controller 9 User's Guide
Page 295 iDRAC direct
https://dell.to/4eoQGiG
Next try the PowerEdge: iDRAC Recovery Procedure with firmimg.d7 or firmimgFIT.d9 - KB article 000120131
https://dell.to/4e023y0
If that does not fix the iDRAC then you will most likely need to replace the system board.
Download
iDRAC 6.10.80.00
https://dell.to/4e02452
File Format: An application
File Name: iDRAC_6.10.80.00_A00.exe
Execute to extract files and use the firmimgFIT.d9 file with the recovery procedure.
w8ing4u
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September 19th, 2024 12:25
3RD SYSTEM DEAD!!! YOU HAVE A SERIOUS ISSUE WITH YOUR LATEST IDRAC UPDATE (7.00.00.173_A00) AND YOU NEED TO RECALL IT IMMEDIATELY!!!
Update regarding your instructions: iDRAC direct didn't work - connecting the to the USB port did nothing. Tried another working R740 and the virtual lan port showed up right away. Again, the network port doesn't activate so really seem.
iDRAC recovery procedure didn't seem to work either. No lights ever displayed anything wrong with the system, so it doesn't seem like iDRAC is even starting.
I talked to someone else and they recommended making sure to update the BIOS first so there's no compatibility issues. So I did that on one system, and it seemed to work fine - this system was already running a much newer iDRAC version (7.00.00.00) so it wasn't a big step up going to the latest version (7.00.00.173).
So having figured a solution was found, I proceeded to update another system. This time I was using DELL System Update (DSU) 2.0.2.3 running on Windows Server 2022 to install the updates (this is the same procedure I used on the system that updated successfully). Installed the latest BIOS update (2.21.2), rebooted the server, and checked that it updated successfully. After verifying the BIOS was updated and working successfully, I installed the latest iDRAC update. It ran for an extremely long time (probably 15 minutes or more), but eventually it said "Installed successfully" so then I waited for the network interface to respond. But it's been hours now and it still hasn't come back up. I ran DSU again and it can no longer see the iDRAC interface in the system inventory - it's just gone! This feels like the same thing that happened on my other system. I'm scared to reboot or power it off because I'm certain the video will be dead and it won't boot again. The ONLY difference between this system and the one that updated successfully is the version iDRAC that was already installed was older: 6.10.80.00. This is the same version that was on at least one of the other systems that died before.
So in summary:
Updating iDRAC:
7.00.00.00 -> 7.00.00.173: System working just fine.
6.10.80.00 -> 7.00.00.173: IDRAC IS DEAD AND UNRESPONSIVE AND DISPLAY IS DEAD THE NEXT TIME YOU POWER ON THE SYSTEM!!!
DELL-Charles R
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September 19th, 2024 13:12
Hello,
Thank you for your results. I'm working with one of our systems management engineers.
If you install the iSM; are you able to access the DRAC?
Dell EMC iDRAC Service Module for Windows, v4.2.0.0
https://dell.to/3B9apVz
w8ing4u
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September 19th, 2024 15:28
@DELL-Charles R
iSM errors during the install. It looks like it copies all the files and is starting the service when something happens and then it rolls back the install saying it was interrupted. I checked the windows application event logs and it has this message:
(edited)
DELL-Charles R
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September 19th, 2024 15:55
Hello,
Is the SystemID button flashing rapidly?
Do you have active warranty that you can contact Support directly?
w8ing4u
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September 19th, 2024 16:35
@DELL-Charles R
No, the SystemID button is not lit at all and pressing it does nothing. Holding it down for 30 seconds does nothing either.
Unfortunately these are unsupported/retired systems which have been moved to a server test lab. We may still have some production systems in use that have support, although I think they've all been replaced with newer equipment (different model or manufacturer). We've frozen all Dell server updates until I have a definitive answer on what is going on.
(edited)
DELL-Charles R
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September 19th, 2024 17:43
Thank you for the reply.
I have an engineer working to try to reproduce the issue with the information you provided.
It would probably be good to contact Support directly if you have a retired system that still has some warranty left on it.
I can update you when the engineer has more information.
The steps you found to work may be a good option:
Any version -> 7.00.00.00 -> 7.00.00.173
w8ing4u
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September 19th, 2024 18:06
If it helps, here is the output from running DSU (shows all the other firmware versions):
After this I waited hours and the iDRAC never came back - no link light on the network port and no connection from the OS either. When I run DSU now, I get this output with a lot of items missing now:
w8ing4u
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September 19th, 2024 18:22
@DELL-Charles R
Unfortunately I really can't risk breaking another system just because it worked on one (that's what led me to the false belief I'd solved the problem in the first place and ended up bricking a 3rd server). I'll wait till you hear back from your engineer before I make another attempt. In the meantime I'll also see if I can track down an R740 that is still under warranty.