HP D2D2503i HP StoreOnce 2700, 4500, 4700 Backup System User Guide (BB877-9090 - Page 174

Firmware updates, Pulling a Support Ticket, Configuring Support Ticket options

Get HP D2D2503i PDF manuals and user guides View all HP D2D2503i manuals
Add to My Manuals
Save this manual to your list of manuals

Page 174 highlights

Once access returns to the Management Console, check that the process has completed successfully, as follows: • From the StoreOnce CLI: Use system show packages to check that all packages are now Installed. You should see this line in the output of system show packages: D2D_Master installed • From the GUI: Check on the StoreOnce screen, to ensure that the software revision number has updated • Take a support ticket and look at the file Update_pkg__. Ensure that there are no ERROR messages within the file. Firmware updates Firmware updates for system components, such as hard disk drives and BIOS, are included in the software update package, but they are not implemented as part of the software update process. You will use the StoreOnce CLI command, hardware update firmware, to implement firmware updates. See the HP StoreOnce CLI User Guide for more information. Pulling a Support Ticket A support ticket is a snapshot in time of the StoreOnce product, showing the configuration, status and health of the product, as well as historical events for use with troubleshooting the product. It is also called "a collect". It also contains lower level tracelogs for the use of HP engineers. It can be manually collected by the customer in two ways from the Management Console Web: • From the GUI (Admin and Operator user) • From the StoreOnce CLI (Admin user only) NOTE: If a kernel crash occurs, an automatic ticket will be generated. A ticket will be produced with the filename: tkt__.zip Configuring Support Ticket options This task may only be carried out by an Admin user from the GUI. There is no CLI equivalent. Select Device Configuration - Support Ticket from the navigation panel and click Modify. 174 Troubleshooting

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78
  • 79
  • 80
  • 81
  • 82
  • 83
  • 84
  • 85
  • 86
  • 87
  • 88
  • 89
  • 90
  • 91
  • 92
  • 93
  • 94
  • 95
  • 96
  • 97
  • 98
  • 99
  • 100
  • 101
  • 102
  • 103
  • 104
  • 105
  • 106
  • 107
  • 108
  • 109
  • 110
  • 111
  • 112
  • 113
  • 114
  • 115
  • 116
  • 117
  • 118
  • 119
  • 120
  • 121
  • 122
  • 123
  • 124
  • 125
  • 126
  • 127
  • 128
  • 129
  • 130
  • 131
  • 132
  • 133
  • 134
  • 135
  • 136
  • 137
  • 138
  • 139
  • 140
  • 141
  • 142
  • 143
  • 144
  • 145
  • 146
  • 147
  • 148
  • 149
  • 150
  • 151
  • 152
  • 153
  • 154
  • 155
  • 156
  • 157
  • 158
  • 159
  • 160
  • 161
  • 162
  • 163
  • 164
  • 165
  • 166
  • 167
  • 168
  • 169
  • 170
  • 171
  • 172
  • 173
  • 174
  • 175
  • 176
  • 177
  • 178
  • 179
  • 180
  • 181
  • 182
  • 183
  • 184
  • 185
  • 186
  • 187
  • 188
  • 189
  • 190
  • 191
  • 192
  • 193
  • 194
  • 195
  • 196
  • 197
  • 198
  • 199
Once access returns to the Management Console, check that the process has completed successfully,
as follows:
•
From the StoreOnce CLI: Use
system show packages
to check that all packages are now
Installed
. You should see this line in the output of system show packages:
D2D_Master
<revision> installed
•
From the GUI: Check on the
StoreOnce
screen, to ensure that the software revision number
has updated
•
Take a support ticket and look at the file
Update_pkg_<date>_<time>
. Ensure that there
are no ERROR messages within the file.
Firmware updates
Firmware updates for system components, such as hard disk drives and BIOS, are included in the
software update package, but they are not implemented as part of the software update process.
You will use the StoreOnce CLI command,
hardware update firmware
, to implement firmware
updates. See the
HP StoreOnce CLI User Guide
for more information.
Pulling a Support Ticket
A support ticket is a snapshot in time of the StoreOnce product, showing the configuration, status
and health of the product, as well as historical events for use with troubleshooting the product. It
is also called “a collect”.
It also contains lower level tracelogs for the use of HP engineers.
It can be manually collected by the customer in two ways from the Management Console Web:
•
From the GUI (Admin and Operator user)
•
From the StoreOnce CLI (Admin user only)
NOTE:
If a kernel crash occurs, an automatic ticket will be generated. A ticket will be produced
with the filename:
tkt_<datestamp>_<crashed nodename>.zip
Configuring Support Ticket options
This task may only be carried out by an Admin user from the GUI. There is no CLI equivalent.
Select
Device Configuration — Support Ticket
from the navigation panel and click
Modify
.
174
Troubleshooting