HP 9000 rp4410-4 Installation Guide, Sixth Edition - HP 9000 rp4410/rp4440 - Page 99

Information to Collect Before You Contact Support, Step 1.

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Installing the System Troubleshooting Information to Collect Before You Contact Support Before you contact HP support, you should: Step 1. Check information on troubleshooting and attempt to solve the problem. • Note failure symptoms and error indications (LEDs and messages) by checking the system event log. • Try to determine precisely what did or did not happen. Step 2. Collect the following information: • The model number of your server (for example, HP 9000 rp4440) • The product number of your server. This is found on the identification label, which is found at the front of the unit (typically A9956A, A9951A, and so on). • The serial number of your server. This is found on the identification label. Step 3. Become familiar with your system configuration: • Are you using the LAN, RS232, or Web interface to monitor the server? • How many processors, DIMMs, and PCI cards have been installed? • What versions of processor, memory, and PCI cards are used and where are they installed? • What accessories are installed? Step 4. Determine the following: • Which firmware versions are in use? • When did the problem start? • Have recent changes been made to the system? • Which operating system and version is in use? Chapter 1 99

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Installing the System
Troubleshooting
Chapter 1
99
Information to Collect Before You Contact Support
Before you contact HP support, you should:
Step 1.
Check information on troubleshooting and attempt to solve the problem.
•
Note failure symptoms and error indications (LEDs and messages) by checking the system
event log.
•
Try to determine precisely what did or did not happen.
Step 2.
Collect the following information:
•
The model number of your server (for example, HP 9000 rp4440)
•
The product number of your server. This is found on the identification label, which is found at
the front of the unit (typically A9956A, A9951A, and so on).
•
The serial number of your server. This is found on the identification label.
Step 3.
Become familiar with your system configuration:
•
Are you using the LAN, RS232, or Web interface to monitor the server?
•
How many processors, DIMMs, and PCI cards have been installed?
•
What versions of processor, memory, and PCI cards are used and where are they installed?
•
What accessories are installed?
Step 4.
Determine the following:
•
Which firmware versions are in use?
•
When did the problem start?
•
Have recent changes been made to the system?
•
Which operating system and version is in use?