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Advisory: HPE ProLiant Gen10 Servers - Video Loss or Black Screen May Occur

SUPPORT COMMUNICATION - CUSTOMER ADVISORY

Document ID: a00056172en_us

Version: 1

Advisory: HPE ProLiant Gen10 Servers - Video Loss or Black Screen May Occur
NOTICE: The information in this document, including products and software versions, is current as of the Release Date. This document is subject to change without notice.

Release Date: 2018-09-13

Last Updated: 2018-09-14


DESCRIPTION

On HPE ProLiant Gen10 servers, any of the following video loss or black screen may occur when connecting through either the Video Graphics Array (VGA) connector or DisplayPort connections:

  1. Monitors or compatible keyboard, video and mouse switch (KVM) connected via VGA: With a number of KVMs, a video signal is not received when the server is connected and selected to display. This may also occur with a limited number of VGA monitors directly connected.
  2. DisplayPort connections: Certain dongles and cables utilized to connect to DisplayPort connections may result in no video.
  3. Early Video Power-On Self-Test (POST) black screen: In some cases, video may not be displayed during the first POST screen. Subsequent screens will display as expected in approximately twenty seconds. Server Health Summary and the Integrated Lights-Out (iLO) function as expected.
  4. Intelligent Provisioning (IP)/Smart Storage Administrator (SSA) black screen: In some cases, the screen may display black when starting IP/SSA.

SCOPE

Any HPE ProLiant Gen10 server.

RESOLUTION

Perform the following based on the video issue that is occurring:

  1. Monitors or compatible KVMs connected via VGA: This is due to an out-of-spec condition observed on a number of vendor's KVMs. Either utilize a KVM that has been qualified or is found to operate appropriately, or update to the HPE Integrated Lights Out 5 (iLO 5) firmware version 1.35 (or later).

    The latest version of the iLO 5 firmware is available as follows:

    1. Click the following link:

      https://support.hpe.com/hpesc/public/home

    2. Enter a product name (e.g., "iLO 5") in the text search field and wait for a list of products to populate. From the products displayed, identify the desired product and click on the Drivers & software icon to the right of the product.
    3. From the Drivers & software dropdown menus on the left side of the page:
      • Select the Software Type - (e.g. Firmware)
      • Select the Software Sub Type - (e.g. Lights-Out Management)
      • For further filtering if needed - Select the specific Operating System from the Operating Environment.
    4. Select the latest release of the HPE Integrated Lights-Out Firmware version 1.35 (or later).
      Note: To ensure the latest version will be downloaded, click on the Revision History tab to check if a new version of the firmware/driver is available.
    5. Click Download.

  2. Display Port connections: If a dongle is being utilized to connect to the DisplayPort connection on the HPE ProLiant Gen10 server, an active dongle must be used. "DP++" or "passive" dongles will not allow video to be displayed. In addition, if a cable is being used that converts the connection to DisplayPort, it will need to be active. There are a limited number of cases where active connections will not function as expected; if this occurs, the iLO firmware version 1.35 update described in item #1 should be implemented.
  3. Early Video POST black screen: This is targeted to be resolved in a future version of the System ROM. This advisory will be updated when additional information is available.
  4. IP/SSA black screen: Attempt other methods to complete these actions.





NOTE: Products sold prior to the November 1, 2015 separation of Hewlett-Packard Company into Hewlett Packard Enterprise Company and HP Inc. may have older product names and model numbers that differ from current models.

RECEIVE PROACTIVE UPDATES : Receive support alerts (such as Customer Advisories), as well as updates on drivers, software, firmware, and customer replaceable components, proactively via e-mail through HPE Subscriber's Choice. Sign up for Subscriber's Choice at the following URL: Proactive Updates Subscription Form.

NAVIGATION TIP : For hints on navigating HPE.com to locate the latest drivers, patches, and other support software downloads for ProLiant servers and Options, refer to the Navigation Tips document .

SEARCH TIP : For hints on locating similar documents on HPE.com, refer to the Search Tips Document .

To search for additional advisories related to HPE ProLiant Gen10 server, use the following search string:

+Advisory +ProLiant -"Software and Drivers" +HPE ProLiant Gen10 server


Hardware Platforms Affected: HPE Integrated Lights-Out 5 (iLO 5) for HPE Gen10 Servers
Operating Systems Affected: Not Applicable
Software Affected: Not Applicable
Support Communication Cross Reference ID: SIK3550
©Copyright 2018 Hewlett Packard Enterprise Development LP
Hewlett Packard Enterprise Development shall not be liable for technical or editorial errors or omissions contained herein. The information provided is provided "as is" without warranty of any kind. To the extent permitted by law, neither HPE nor its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration. The information in this document is subject to change without notice. Hewlett Packard Enterprise Development and the names of Hewlett Packard Enterprise Development products referenced herein are trademarks of Hewlett Packard Enterprise Development in the United States and other countries. Other product and company names mentioned herein may be trademarks of their respective owners.

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