How do I use iLO to identify a faulty CPU’s details and have it replaced?

If you do encounter an error related with a server’s CPU and you wish for it to be replaced, and if there is more than one CPU in this server, you will need to provide as much of the following information as possible to allow our technicians to correctly identify which CPU needs replacing:

1. The failed CPU’s number (e.g. Processor 1)

2. The failed CPU’s name (i.e. the Make and Model)

If your server only has one CPU installed, we do not require this information to locate and replace a CPU. Please feel free to raise a support ticket and we will be happy to help.

If you do have more than one CPU in the server, this information will aid the technician in locating the failed CPU and swapping it with the correct replacement CPU. You can use the iLO control panel to find the above necessary information.

Please note that this section uses iLO 4 as an example. Different generations of HPE servers use different version of iLO. You can identify the iLO version your server is using when you log in to the iLO control panel. Older versions of iLO may have less functionality and the portal may look different to the examples shown in this FAQ; so the below may not apply to these older versions.

To use iLO to locate this information, once you are logged in to the iLO, first click System Information and then Processors

Here you will be able to see a list of the CPUs installed in the server, their make and model, their identification number and their specifications. If a CPU appears with an error, you will need to supply all the information about this CPU that appears in this table and the processor number, in a support ticket, so that our technician can identify the failed processor and replace it. You can also supply a screenshot of this page.

Occasionally, if a CPU completely fails, it may not appear on this page with an error but might actually be missing from this page all together. If this is the case, then you will not be able to find the information above on the failed CPU to get it replaced. Instead, you can provide the information on all the CPUs that are present without errors, so the technicians can locate the failed processor through a process of elimination. You can also supply a screenshot of this page.

Once you have provided all the above information in a support ticket, the technicians should be able to locate and replace the faulty CPU.

If you have any further questions about iLO or Remote Management, please look through our FAQ section. If our FAQ page does not have the answer, please feel free to raise a support ticket, and we will be happy to help.