Server is hung or not responsive

Products

• Security Analytics

Issue/Introduction

• The Security Analytics appliance is hung 
• Cannot access the server via SSH
• Server is not responding to pings
• Server web interface is not responding

Is there a way to remotely restart the server?

Can the server be restarted via iDRAC?

Environment

Dell R630

Dell R640xl

Dell R730xd

Resolution

If the server seems to be hung or is not responding, the first thing to check is whether the physical console is available.  This requires either a physical monitor or keyboard if it is a Dell server.  If it is a Symantec S500 series appliance, it will require a serial console connection.  

Often times the server needs to be rebooted.  If physical access is difficult, the best way to do this is to use the onboard iDRAC interface.  Depending on the version of iDRAC, follow the steps below.

iDRAC prior to version 9 (Dell R630 and R730xd)

1. Log in to the iDRAC browser interface as an admin user
2. In the left hand navigation panel, go to Overview > Power / Thermal
3. Under the Status window, click the dropdown for Power Control
4. Choose one of the following options
   1. 
5. Select 'Graceful Shutdown', but if that doesn't work, a Reset System is the next best option.
6. Click Apply.
7. Monitor the status of the reboot using the Virtual Console Preview on the Server Overview page.

iDRAC version 9 (Dell R640xl)

1. Log in to the iDRAC browser interface as an admin user
2. Under the Configuration tab, select Power Management.
3. In the Power Control window, click the dropdown and select the appropriate option (see explanation above)
4. Click Apply.
5. Monitor the status of the reboot using the Virtual Console on the Dashboard tab.
   
   

Once the server is back up and running, if interested in understanding what may have happened, generate a Customer Service Report (CSR) and open a case with technical support.  It is always recommended to take a look at Dell's website to see if there are firmware updates for the iDRAC.  Often there are fixes in the iDRAC that can address minor hardware issues.