Troubleshooting a Server that is Offline

Friendly Reminder: For the most up-to-date information regarding this article, please use the following link: https://confluence.sportradar.ag/display/SK/Server+appears+offline

Below is a guide for the troubleshooting steps when a client reports that their server is offline.

Please proceed down the list in order and confirm if the server is online after each step before continuing.

Friendly Reminder: Keep in mind that the server may take several minutes to appear back online.

Troubleshooting Steps Below:

1.) Confirm that server is powered on. There should be lit green LED(s) on the front of the server case when it is powered on.

2.) Confirm if the Ethernet cable for the arena’s network connection is plugged in correctly.                   

ML-110 Cable - This cable should be plugged into Port 1 on the back, NOT into the iLO port. If it’s plugged into the iLO port, the server will not get an internet connection. 

SuperNuc Cable - This cable should be plugged into the right network port. 

3.) Make sure to confirm that there is a green light in the port where the Ethernet cable is plugged into, while the server is powered on. If there is no green light, please have the client test the cable’s connection by plugging it into a nearby laptop/desktop and have them open up a website to see if they are able to access the internet. If they can’t access the internet, go to the next step. If there is internet access, go to step 6.

4.) While the Ethernet cable stays plugged into the server, have the client go the the other end of the cable where it is plugged into a network wall socket or router and check if it is connected properly. If possible, have them unplug the cable and plug it into a different port on the wall/router. If the server is still appearing offline, go to next step.

5.) Confirm with the client how far the Ethernet cable runs to the wall/router. If it is nearby, please ask the client to switch out the Ethernet cable for a different one, if possible.

6.) Ask the client to connect a computer monitor and USB keyboard to the server. Confirm what they see on the screen when the server is powered on. If they see the text below, see the Disk Array Issue article for further steps.

7.) If the following messages appear on the server's monitor, there may be a file system error on the disk. Please view the messages in the images below.

You can fix the messages above by following these next troubleshooting steps:

Step 1: You can use the fsck command to repair the corrupted file systems in situations where the system fails to boot or a partition cannot be mounted. 

Friendly Reminder:  You may have to run both of the following commands when repairing the file system below:

As an example, you may use the following command to fix the below error: fsck -y /dev/sda3

where (/dev/sda3 is the partition mentioned)

You can do the same with /dev/sda4: fsck -y /dev/sda4

When the file system is modified, the following message below will appear 

Step 2: Press  the CTRL+ALT+DELETE keys at the same time on the keyboard or type the word "reboot" which will reboot the server.

Step 3: Please ask the client to send a new picture after the server is rebooted.

Step 4: If the server is still offline, escalate to the technical experts.

If there is disk array issue, please use the following link for troubleshooting. 

Disk Array Troubleshooting

Check this article if the issue is with the server network →  Offline server-network troubleshooting

Below is an example of a server having an internet problem, possibly due to a change of IP address on the client's side.

Check this article if the issue is with the disk array →  Disk Array Issue: Rebuild HP server's RAID configuration