KVM SIP Not Responding (Offline) after Server Reboot

Hello

The only issue I'm aware of with the USB2+CAC SIPS going offline is when they are used with port expansion modules. It doesn't appear you are using PEMs though.

Are you using these same SIPs on other model servers? Are you able to swap these SIPs with SIPs you are using with other servers to find out if this is an issue with the SIPs or the R620s? Is there a lot of PCI devices in these servers or are GPUs installed? Anything non-standard about their components or configuration?

Thanks

Are you using these same SIPs on other model servers?

Yes, we are using them on PowerEdge R510, R710, and R810 servers - but they are on application 1.0.1.11. I've upgraded a few to 1.0.1.13 to compare. I noticed on our other 2162DS that the 1.0.1.11 Application USB2+CAC SIPs are not responding on some of the other systems, even after upgrading to 1.0.1.13, but they do show Online - just no video or control. I can confirm video via iDRAC console view.

Are you able to swap these SIPs with SIPs you are using with other servers to find out if this is an issue with the SIPs or the R620s?

Sure, I'll give it a shot.

Is there a lot of PCI devices in these servers or are GPUs installed?

Just one QLogic 2562 in the PCI slot, PERC H710 Mini on board, and Intel x520 DP 1g + DP 10gb on board

Anything non-standard about their components or configuration?

Not that I'm aware. Dual E5-2690s and 12x16GB DDR3 Modules

I've tried swapping SIPs (like models), but no video. They have the same Application level, but no video even after a reboot and power on the LEDs on the unit.

Are you having this issue on multiple 2162's?

If you don't mind please send me a private message with the service tag of the 2162. This is sounding like a compatibility issue, and I show those SIPs listed as compatible for that KVM. I'll engage someone more familiar with the product and see what we can come up with.

Thanks

Easier said then done... Tried in IE and Chrome

I'll send you an email.

I was informed that the latest version of Java causes a lot of issues with the KVM. There is a firmware update that is about to be released to address these issues.  There is no current ETA on it's release but it could be released any day.

The current work-around is to use Java 1.7.4. Alternatively, you can try lowering security settings and you may get functionality to return. This Java issue would explain the no video, but I'm not sure it will affect the SIPs going offline.

Please check to see what version of Java you are running. If it is later than 1.7.4 then please install that version and test. Let me know if the no video and SIP offline issues persists with that version.

I will be out of the office the next few days. I will ask a colleague to monitor this post in my absence.

Thanks

Looks like we're running Java 1.7.0_45-b18. I'll upgrade it and give it another shot. I agree with you about not having anything to do with the Offline SIPs. I'm going to try the R620 2.2.2 BIOS. My hunch is there's something the R620 or Windows Server 2012 is doing during the restart process that is causing this, because the offline issue is only happening on the R620 models. The other systems are also only running 2008 R2 and below.

I'll report back by tomorrow.

After upgrading one of our PowerEdge R620's to the latest BIOS, 2.2.2, I believe the issue is no longer present. I tested one server by updating the BIOS, reseated the USB connection to the SIP - in order to bring it back Online after the BIOS update, and rebooted and shutdown the system multiple times. I couldn't replicate the original issue any longer. This was with one of the original five SIPs I've been having this issue with.

The slightly older SIP - shown in the pictures that I swapped out with - had no effect on the R620 2.1.3 or 2.2.2 BIOS. It is something specific with one of the USB2+CAC SIPs that we purchased most recently and the R620 firmware 2.1.3 and below.

I'll keep an eye on it and report if the issue comes back - as it may be a time related issue as well.

Also, the latest Java did resolve the other video issue with the SIPs that were online but had no video.

Thank you,

Justin

Thanks for the update!

So all of the issues are resolved, correct?

Changing Java version correct the no video issue, and updating the R620 BIOS correct the USB2+CAC issue of going offline during reboots. I'll report this to the escalations team I have been working with so that they are aware of it.

Thank you for taking the time to troubleshoot this issue and report back. I'm sure this will help many others.

Well, I take that back... just checked the KVM this morning - no reboots - just idling all weekend. The one SIP I swapped has no issue, the others now all show no power again. :emotion-12:

Yes, everything does appear to be resolved.

Justin

Have you tried to access the ones listed as no power? It looks like the operating systems has powered down the USB. Trying to access it may bring it back online.

If that doesn't work then disable power management on that USB device to see if that is the issue. In Windows you go to device manager, locate the device, properties, power management, and uncheck the option to allow the OS to turn off the device.

Thanks

The effected SIPs are the 9FC37 and I'm not able to wake them up through any means, other than unplugging the USB or physically pulling power from the R620 system and letting the 5V power drain out.

I've checked all of the USB devices on one of the affected servers and all of the check boxes "Allow the comptuer to turn off this device to save power"  for each USB device is already unchecked.