If you suspect a hardware problem, use the diagnostic flowchart in “Diagnosing the Problem” in Chapter 4 to help isolate the problem before contacting your local SGI service provider.
The following topics are covered in this chapter:
To order a replacement part, follow these steps:
Before contacting your local SGI service provider, locate the following information. You can record the information in the space provided in Table 5-1.
System serial number (see “Locating Your Workstation's Serial Number” in Chapter 1).
Hardware configuration information including hardware upgrades and IRIX software version (from the Toolchest, select System Manager).
Description of the problem.
Table 5-1. Information Needed for Support Call
System Serial Number
Model Number
IRIX Version
Description of Problem
Remove the faulty part if instructed by your service provider to do so, as follows:
To remove memory modules, see “Removing Memory Modules” in Chapter 2.
To remove a PCI board, see “Removing a PCI Board in an RM7000class Workstation” in Chapter 2 or “Removing a PCI Board in an R12000class Workstation” in Chapter 2.
To remove an adapter board such as the Dual Channel Display Board (DCD), see “Removing an Option Board” in Chapter 2.
To remove the second optional hard drive, see “Removing the Second Internal Hard Drive in an RM7000class workstation” in Chapter 3.
To replace the system module, see “Replacing the System Module”.
To replace the CPU module, see “Replacing the RM7000class CPU Module” or “Replacing the R12000class CPU Module”.“Replacing the R12000class CPU Module”
To replace the system drive, see “Replacing the System Drive”.
To replace the audio-visual module, see “Replacing the Audio-visual Module”.
To replace the power supply, see “Replacing the Power Supply”.
To replace the CD-ROM drive, see “Replacing the CD-ROM Drive”.
To replace the chassis, see “Replacing the Chassis”.
To replace the PCB an the PCI tray, see “Replacing the PCB on the PCI Tray”.
If you are instructed by your service provider to replace the system module, you must follow these steps:
 | Note: You must remove the PCI tray, because the printed circuit board beneath it contains a host chip with important information such as the workstation's serial number. |
Remove the power cable, and remove the system module from the chassis. See “Removing the System Module” in Chapter 2 and “Reinstalling the System Module” in Chapter 2.
Remove all of the DIMM modules from the system module that you are returning and reinstall them on the replacement system module. See “Removing Memory Modules” in Chapter 2 and “Installing Memory Modules” in Chapter 2.
Remove the PCI tray from the system module that you are returning, and reinstall it on the replacement system module, as follows. If a PCI board is installed in the tray, do not remove it from the tray.
If you have an RM7000class workstations, see “Removing a PCI Board in an RM7000class Workstation” in Chapter 2 and “Installing a PCI Board in an RM7000class Workstation” in Chapter 2.
If you have an R12000class workstations, see “Removing the PCI Tray in an R12000class Workstation” in Chapter 2 and “Installing a PCI Board in an R12000class Workstation” in Chapter 2.
Remove the CPU module from the system module that you are returning, and reinstall it on the replacement system module, as follows:
If you have an RM7000class workstation, see “Replacing the RM7000class CPU Module”.
If you have an R12000class workstation, see “Replacing the R12000class CPU Module”.
Remove the digital display adapter board, if one is installed, and reinstall it on the replacement system module. See “Removing an Option Board” in Chapter 2 and “Installing an Option Board” in Chapter 2.
Ship the stripped-down system module back to SGI in the container that held the new system module.
If you are instructed by your service provider to replace the RM7000class CPU module, follow these steps.
If you have not already done so, turn off the workstation, remove the power cable, and remove the system module from the chassis. See “Removing the System Module” in Chapter 2.
Release the PCI tray by pushing up the lever on the side (Figure 5-1). The tray pops up.
Push down slightly on the rear of the PCI tray and remove it from the system module (Figure 5-2). Do not remove the PCI board (if one is installed) from the tray.
Before touching any of the components, ground yourself to a metal part of the chassis. Attach the wrist strap to your wrist and to the metal flange (Figure 5-3).
Locate the RM7000class CPU module (Figure 5-4). Use a Phillips screwdriver to remove the two screws from the locations shown.
Note: The illustrations show the current CPU. Future CPUs may look slightly different, but the installation steps are the same. Grasp the CPU module on both sides and gently rock it out (Figure 5-5). Do not exaggerate the rocking motion because you should not bend the pins.
Install the replacement RM7000class CPU module (Figure 5-6), as follows:
Align the connector beneath the module with the connector on the system board. Make sure it is positioned correctly before pressing down.
Press down gently on the CPU module until it is securely seated. You hear a click as it connects.
Insert and tighten the two Phillips screws in the locations shown (Figure 5-6).
Remove the wrist strap.
Reinstall the PCI tray in the system module (Figure 5-7).
Push the lever on the side of the tray to return it to its starting position.
Engage the hinge on the PCI tray in the slot.
Lower the tray as you push toward the back of the system module.
Align the gold-colored PCI edge connector with the slot on the system board.
Push the tray down firmly until it is completely seated. Check that the lever returns to its starting position (Figure 5-8).
Note: If the PCI tray is not completely seated, the system module will not slide back into the chassis. Reinstall the system module, and reconnect the cables. See “Reinstalling the System Module” in Chapter 2.
Ship the old CPU module to SGI in the container that held the replacement CPU module.
If you are instructed by your service provider to replace the R12000class CPU module, you must follow these steps:
If you have not already done so, turn off the workstation, remove the power cable, and remove the system module from the chassis. See “Removing the System Module” in Chapter 2
Remove the plastic faceplate from the system module by using a Phillips screwdriver to remove five screws on the rear and two screws on the underside, in the locations shown (Figure 5-9). Keep the two screws from the underside separate. When reinstalling the faceplate, you must use the same screws.
Caution: On the underside, remove only two screws. Do not remove the third screw that attaches the lever to the face plate. Remove the faceplate by grasping it where the plastic comes to a “V” and pulling it outward (Figure 5-10). The filler panel covering the I/O port falls away as you remove the faceplate.
Release the PCI tray from the system module, as follows. If a PCI board is installed in the tray, do not remove it from the tray. However, you need to disconnect any cables attached to the PCI board.
Insert a screwdriver in the small opening shown in Figure 5-11. Use a twisting motion to release the PCI connector from the slot on the system module. Then use an up and down motion to release the PCI tray.
Pull the PCI tray straight up to remove it, and then set it aside.
Before touching any of the components, ground yourself to a metal part of the chassis. Attach the wrist strap (Figure 5-12) as follows:
Locate the R12000class CPU module. It is protected by a metal heat sink (Figure 5-13). Do not remove the heat sink.
Use a Phillips screwdriver to remove four screws from the locations shown (Figure 5-13).
Caution: Do not remove the four hex screws. Do not remove the two screws that secure the fan. Grasp the CPU module on both sides and gently rock it out (Figure 5-14). Do not exaggerate the rocking motion because you should not bend the pins. Set the CPU module aside.
Install the replacement R12000class CPU module (Figure 5-15), as follows:
Align the screw holes on the CPU module with the screw holes on the CPU support. Make sure the CPU module is positioned correctly before pressing down.
Press down gently on the CPU module until it is securely seated. You hear a click as it connects.
Insert and tighten the four Phillips screws in the locations shown.
Remove the wrist strap.
Replace the PCI tray in the system module, as follows:
Lower the PCI tray, engaging it on the metal rear panel of the system module (Figure 5-16).
Insert the PCI connector beneath the tray into the slot on the system module.
Once the connector is aligned, push down firmly until it is completely seated.
Note: If the PCI tray is not completely seated, the system module will not slide back into the chassis.
Replace the faceplate by sliding it onto the system module, while at the same time lifting slightly at the “V” to snap it in place (Figure 5-17).
When properly seated, the underside of the faceplate is flush to the module and the screw holes are aligned.
Align the screw holes on the faceplate with the screw holes on the system module. Use a Phillips screwdriver to insert and tighten two screws on the underside in the locations shown (Figure 5-18).
Replace the filler panel over the I/O opening on the inside of the module. It snaps into place. If it does not seem to fit, turn it 180 degrees and try again.
Use a Phillips screwdriver to insert and tighten five screws in the locations shown (Figure 5-19).
Follow the steps in “Reinstalling the System Module” in Chapter 2.
Ship the original CPU module to SGI in the container that held the replacement CPU module.
If you are instructed by your service provider to replace the system drive, you must follow these steps:
Turn off the workstation (Figure 5-20).
Remove the power cable from the rear (Figure 5-21).
Note: The illustrations show an RM7000class workstation. The process of replacing the system drive is the same on an R12000class workstation. Pull down the lever on the left side of the system drive module to release it (Figure 5-22).
Pull the system drive module out of the chassis (Figure 5-23).
Slide the replacement system drive module into the system drive bay (Figure 5-24).
Push the lever up to lock the module in place (Figure 5-25).
Reconnect the power cable (Figure 5-26) and turn on the workstation.
If you are instructed by your service provider to replace the audio-visual module, follow these steps:
Turn off the workstation (Figure 5-27).
Remove the power cable and any cables that are connected to the rear or side panel of the audio-visual module (Figure 5-28).
Note: The illustrations show an RM7000class workstation. The process of replacing the audio-visual module is the same on an R12000class workstation. Pull down the lever on the left side of the audio-visual module to release it (Figure 5-29).
Slide the audio-visual module out of the chassis (Figure 5-30).
Slide the replacement audio-visual module into the chassis (Figure 5-31).
Push the lever up to lock the module in place (Figure 5-32).
Reconnect the power cable and any audio-visual cables that you removed earlier (Figure 5-33).
Turn on the workstation (Figure 5-34).
If you are instructed by your service provider to replace the power supply, follow these steps:
Turn off the workstation (Figure 5-35).
Remove the power cable from the rear (Figure 5-36).
Note: The illustrations show an RM7000class workstation. The process of replacing the power supply is the same on an R12000class workstation. To release the bezel that covers the power supply, press the latch at the top of the bezel (Figure 5-37). It swings out toward you. Remove it from the chassis.
Slide the lever to the right to release the power supply (Figure 5-38).
Grasp the pull ring and slide the power supply out of the chassis (Figure 5-39). Put it aside.
Slide the new power supply into the chassis, pushing it until it stops (Figure 5-40).
Push the lever to the left until it clicks (Figure 5-41).
Replace the bezel over the power supply. Place the tabs at the bottom of the bezel in the slots on the chassis and snap it up into place (Figure 5-42).
Reconnect the power cable (Figure 5-43), and turn on the workstation.
If you are instructed by your service provider to replace the CD-ROM drive, follow these steps. (Note that you must first remove the exterior covers before you can reach the drive.)
If the CD eject button does not work, insert a straightened paper clip in the tiny hole beneath the eject button to release the CD-ROM tray (Figure 5-44). (The CD eject button may not work if the CD-ROM has failed.)
Remove the CD-ROM drive faceplate, as follows (Figure 5-45).
Hold the faceplate between the thumb and forefinger of one hand, while bracing the tray with the other hand.
Push the faceplate (but not the tray) upward with your thumb until it snaps away from the tray.
Push the tray gently back into the drive until it is just inside the bezel. Do not push it all the way. Later it will be easier for you later to extract the tray to reinstall the face plate.
Turn off the workstation and remove the power cable from the rear.
To release the bezel that covers the power supply, press the latch at the top of the bezel. It swings out toward you (Figure 5-46). Remove it from the chassis.
Note: The illustrations show an RM7000class workstation. The process of replacing the CD-ROM drive is the same on an R12000class workstation. Remove the top cover of the CD-ROM drive (Figure 5-47) as follows:
Use a Phillips screwdriver to remove the two screws that secure the outer cover (Figure 5-48).
Remove the outer cover by grasping the plastic cross-piece and lifting up the cover (Figure 5-49).
Use a Phillips screwdriver to remove the two screws that secure the CD-ROM drive (Figure 5-50).
Tilt the CD-ROM drive upward and unhinge it from the chassis (Figure 5-51).
Caution: The CD-ROM drive has sharp metal edges. Be cautious when you handle it. Disconnect the SCSI and power cables (Figure 5-52) as follows:
Place the faulty CD-ROM drive aside.
Reconnect the SCSI cable and the four-wire power cable to the replacement CD-ROM drive (Figure 5-53). Press each connector in firmly.
Tuck the excess length of the SCSI cable with the terminator into the cavity between the connector and the sheet metal.
Install the replacement CD-ROM drive by sliding the two hinges on the drive's bezel into the slots on the chassis and lowering the drive until it is fully seated (Figure 5-54). Make sure that you do not pinch the SCSI and power cables as you lower the drive.
Insert and tighten the two screws that secure the CD-ROM drive (Figure 5-55).
Replace the outer cover by aligning the two screw holes on the cover with the screw holes in the CD-ROM tray and lowering the cover until it is fully seated (Figure 5-56).
Insert and tighten the two screws that secure the outer cover (Figure 5-57).
Replace the top cover (Figure 5-58) as follows:
Replace the plastic bezel over the power supply by inserting the hinges into the slots beneath the power supply and pivoting the bezel up until it snaps into place (Figure 5-59).
Replace the CD-ROM drive faceplate (Figure 5-60) as follows:
Pull the tray out gently.
Align the guides on the sides of the faceplate with the grooves on the sides of the CD-ROM tray.
Push the faceplate down while supporting the tray, until the release tabs lock. Do not place too much downward pressure on the tray.
Push the tray back into the drive.
Reconnect the power cable (Figure 5-61) and turn on the workstation.
If you replace the chassis, you must remove all of the removable modules and reinstall them on the new chassis. If you are instructed by your service provider to replace the chassis, follow these steps:
| Caution: The chassis has sharp metal edges. Be cautious when you handle it. |
Turn off the workstation, remove the power cable, and remove the system module from the chassis. See “Removing the System Module” in Chapter 2. Reinstall the system module on the replacement chassis. See “Reinstalling the System Module” in Chapter 2.
Remove the system disk drive and reinstall it on the replacement chassis. See “Replacing the System Drive”.
If you have an RM7000class workstation with an optional internal hard drive installed, remove it and reinstall it on the replacement chassis. See “Removing the Second Internal Hard Drive in an RM7000class workstation” in Chapter 3.
Remove the audio-visual module and reinstall it on the replacement chassis. See “Replacing the Audio-visual Module”.
Remove the power supply and reinstall it on the replacement chassis. See “Replacing the Power Supply”.
Remove the CD-ROM drive and reinstall it on the replacement chassis. See “Replacing the CD-ROM Drive”.
Ship the stripped-down chassis, as shown in Figure 5-62 to SGI.
Reconnect the power cable and turn on the workstation.
The system serial number is stored electronically (nvram) on the printed circuit board on the PCI tray. If nvram is corrupted, you may be instructed by your service provider to replace the PCI tray that contains the printed circuit board. Follow these steps:
Turn off the workstation, remove the power cable, and remove the system module from the chassis. See “Removing the System Module” in Chapter 2.
Note: You can find illustrations for all the following steps in “Installing a PCI Board in an RM7000class Workstation” in Chapter 2, “Removing a PCI Board in an RM7000class Workstation” in Chapter 2, “Installing a PCI Board in an R12000class Workstation” in Chapter 2, and “Replacing the R12000class CPU Module”. Remove the PCI tray from the system module.
If a PCI board is installed in the tray, remove it. If not, remove the filler panel and screw.
Reinstall the PCI board into the new PCI tray. If no PCI board was installed, reinstall the filler panel and screw.
Reinstall the PCI tray into the system module.
Reinstall the system module into the chassis. See “Reinstalling the System Module” in Chapter 2.
Ship the PCI tray with the faulty PCB to SGI in the container that contained the new PCI tray.