HP J4865A User Manual - Page 63

Downloading New Code, HP Customer Support Services, Before Calling Support

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Troubleshooting Downloading New Code Downloading New Code When product enhancements occur for the Series 4100gl Switches, new code can be downloaded to the switch through several methods, for product enhancements and new features. Please see the Management and Configu­ ration Guide that is on the documentation CD-ROM that came with your switch for more information. The new code would be available on the HP ProCurve web site, http://www.hp.com/go/hpprocurve. HP Customer Support Services If you are still having trouble with your switch, Hewlett-Packard offers support 24 hours a day, seven days a week through the use of a number of automated electronic services. See the Customer Support/Warranty booklet that came with your switch for information on how to use these services to get technical support. The HP ProCurve web site, http://www.hp.com/go/hpprocurve also provides up-to-date support information. Additionally, your HP-authorized network reseller can provide you with assis­ tance, both with services that they offer and with services offered by HP. Before Calling Support Before calling your networking dealer or HP Support, to make the support process most efficient, you first should have retrieved the following information: Information Item Information Location • product identification, including the chassis, modules, transceivers, and mini-GBICs the front of the switch, and on labels on the other devices • details about the switch's status including the OS (software) version, a copy of the switch config­ uration, a copy of the switch Event Log, and a copy of the switch status and counters informa­ tion switch console: show tech command • copy of your network topology map, including your network records network addresses assigned to the relevant devices Troubleshooting 4-13

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Troubleshooting
Downloading New Code
Downloading New Code
When product enhancements occur for the Series 4100gl Switches, new code
can be downloaded to the switch through several methods, for product
enhancements and new features. Please see the
Management and Configu-
ration Guide
that is on the documentation CD-ROM that came with your
switch for more information.
The new code would be available on the HP ProCurve web site,
.
HP Customer Support Services
If you are still having trouble with your switch, Hewlett-Packard offers support
24 hours a day, seven days a week through the use of a number of automated
electronic services. See the Customer Support/Warranty booklet that came
with your switch for information on how to use these services to get technical
support. The HP ProCurve web site,
also
provides up-to-date support information.
Additionally, your HP-authorized network reseller can provide you with assis-
tance, both with services that they offer and with services offered by HP.
Before Calling Support
Before calling your networking dealer or HP Support, to make the support
process most efficient, you first should have retrieved the following
information:
Information Item
Information Location
•
product identification, including the chassis,
modules, transceivers, and mini-GBICs
•
details about the switch’s status including the OS
(software) version, a copy of the switch config-
uration, a copy of the switch Event Log, and a
copy of the switch status and counters informa-
tion
•
copy of your network topology map, including
network addresses assigned to the relevant de-
vices
the front of the switch, and on labels
on the other devices
switch console:
show tech
command
your network records
Troubleshooting
4-13