This document is for system administrators who have to re-seat memory modules in the event of a memory-related error message for Google Search Appliance models G100, G500.
Re-seating a memory module consists of:
- Removing a memory module (DIMM) and preferably switching it with another memory module in the same slot of a different bank. For example, swap DIMM A-8 with B-8.
- Contacting Google Customer Support to get authorization for a replacement memory module if needed, or if the memory slot itself is faulty, replacing the search appliance.
- Verifying that the re-seated memory module works correctly.
Re-Seat Memory Modules
Memory modules can be re-seated to resolve some memory-related issues. Although an error message associated with memory might instruct you to re-seat the module, it is preferable to swap it with another memory module. This way, if the error reoccurs on the same module slot, it indicates that the slot is faulty and not the memory module. An error message that reoccurs on the switched out module indicates that the module itself is faulty.
Learn more about troubleshooting memory modules.
To re-seat a memory module:
- Turn off your Google Search Appliance, including any attached peripherals, and disconnect the system from the electrical outlet.
- Open the search appliance.
- Rotate the latch release lock counter-clockwise to the unlocked position.
- Lift up the latch on top of the search appliance and slide the cover back.
- Grasp the cover on both sides and lift the cover away from the search appliance.
- Remove the cooling shroud by using the lift handles on the shroud to remove it from the search appliance.
- Locate the memory module sockets.
The memory modules are hot to the touch for some time after the search appliance has been powered down. Allow time for the memory modules to cool before handling them. Handle the memory modules by the edges and avoid touching the components on the module.
- Press down and out on the ejectors on each end of the socket until the memory module pops out of the socket.
- At this point, you can swap the memory module with another module.
- T4 models have mixed DIMM sizes (4 GB and 8 GB). DIMM modules of the same size must be placed in the respective slots of memory banks A and B. For example, the same size DIMM modules must be placed in slots A1 and B1.
- T5/U3/U4 models have one size of DIMMs. Modules can be switched between corresponding slots in banks A and B.
- Align the edge connector on the replacement memory module with the alignment key of the memory module socket, and insert the memory module in the socket. An alignment key on the memory module socket allows the memory module to be installed in the socket only one way.
- Press down on the memory module with your thumbs until the ejectors lock into position. When the memory module is properly seated in the socket, the ejectors on the memory module socket align with the ejectors on the other sockets that have memory modules installed.
- Replace the cooling shroud. Align the tabs on the right side of the cooling shroud with the cutouts in the right chassis wall.
- Lower the right end of the shroud into the chassis cutouts and rotate the left end down inside the left chassis wall.
- Close the search appliance. Lift up the latch on the cover. Place the cover onto the chassis and offset the cover slightly back so that it clears the chassis hooks and lays flush on the system chassis. Push down the latch to lever the cover into the closed position. Rotate the latch release lock in a clockwise direction to secure the cover.
- Reconnect your search appliance and peripherals to their electrical outlets, and turn on the system.
After you replace the memory module, dispose of the failed module at your site in accordance with your security policy.
Monitor your Google Search Appliance as it boots up to see if the same error messages about the memory module appear.
GSA halts at "Configuring memory. Please wait..."
After re-seating all modules, if booting the GSA halts at "Configuring memory. Please wait..." and there is no indication of what DIMM module has a problem, follow this process of elimination:
- Power down the GSA and disconnect it from power.
- Remove all the DIMM modules, noting the order of DIMMs in slots.
- Add DIMMs back two at a time, in slots A1 and B1, respectively.
- Power up the GSA. See if the GSA boots and gets to the prompt, "Memory configuration changed."
- Repeat the steps above with the DIMM pairs in other slots until you find a pair that causes the system to halt at "Configuring memory. Please wait..."
- Contact customer support to get replacement DIMM modules.
- T5/U3/U4 models have one size of DIMMs. It is recommended to preserve the order of pairs placed in slots A1 and B1
- T4 models have mixed DIMM sizes and DIMMs of the same size must be placed in the respective slots of memory banks A and B. For example, the same size DIMM modules must be placed in slots A1 and B1.
Contact Customer Support
If a memory module is faulty, contact Google Customer Support to verify the problem and to get authorization for a replacement module to be sent to you, if necessary. If you determine that the memory slot on the search appliance is faulty, please contact Google Customer Support to verify the problem and replace the entire Google Search Appliance.
You can contact Customer Support at http://www.google.com/support/enterprise/portal. To log into the Google Enterprise Technical Support web site, use the name and password included in the email sent to your primary contact who placed your order.