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'Power supply AC lost' error message in logs with amber light

Author: Patrick Ng Updated

Overview

You notice that the Poweredge R340 power supply system is faulty due to amber light. The power supply is plugged in but is not working. You also see the following power supply error messages in the log file: 

  • Feb 1 09:25:38 hardwared[3100]: [hardwared.NOTICE]: SEL event : 6 | 02/01/2021 | 14:25:17 | Power Supply #0x85 | Presence detected | Asserted
  • Feb 1 09:25:38 hardwared[3100]: [hardwared.NOTICE]: SEL event : 7 | 02/01/2021 | 14:25:32 | Power Supply #0x85 | Power Supply AC lost | Deasserted

Exinda_DPS-hardwared_3100_-44WKSZ2.png

Solution

  1. As you have two power supplies you can try to replace the power cord with a different one or swap the power cable
  2. Try to shutdown the Exinda, remove the power cables, and connect it back to check if the amber light remains on the power supply.
  3. If the power supply is still showing the same issue, open a Support ticket and provide the following information:
    • A completed EUC form (if you are outside the United States) to initiate the RMA process
    • Shipping address
    • Contact email and phone number
    • Company you would like to use to ship the hardware, in case of a replacement
    • A picture of the power supply unit LEDs
    • Whether the server is on or off due to PSU failure
  4. <supportagent>
    Please note Exinda typically uses Dell for support during the 3 year warranty period.
    You can reach Dell at https://dell.to/2oAHpxL

    When contacting Dell Support, please preemptively answer the following questions:
    - Is the PSU failure regarding 1 of 2 PSU or both of them?
    - Is the server still on or off due to PSU failure?
    - Are there any other faults with the server or the components within besides the faulty PSU?
    - If the server is able to turn on, please collect an iDRAC TSR report. You can follow this guide: https://www.dell.com/support/kbdoc/en-us/000126308/export-a-supportassist-collection-via-idrac9.

    - If the server is able to turn on, please submit photos of the current PSU LEDs.
    - What is the current situation and what has been attempted to restore the PSU? (e.g. The server can turn on and the customer has already tried swapping the PSUs and found the fault is with the same PSU that is showing amber even when plugged into the other slot)
    - Provide the following information
       Primary Contact
       - Name
       - Mobile Phone Number
       - Local Phone Number
       - Email Address
       Alternative Contact
       - Name
       - Mobile Phone Number
       - Local Phone Number
       - Email Address
    Physical Address where the system is located
       - Street
       - City
       - State
       - Country
       - Zip code 
    Best Time to Reach Primary/Alternate Contacts:
    Was the Maintenance Windows Already scheduled?

    </supportagent>

Testing

Check to see if the replacement power supply still triggers an amber light. The replaced power supply should enable the Exinda to work as intended.

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