HP StoreOnce B6000 HP B6000 StoreOnce Backup System user guide - Page 122

Troubleshooting, Important information about serial numbers, Redeeming licenses for Webware

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17 Troubleshooting This section covers the following topics: • Important information about serial numbers (page 122) • Accessing the CLI (page 124) • Power off and power on (page 124) • Networking problems (page 126) • Software update process (page 128) • Pulling a Support Ticket (page 129) • Licensing (page 132) • Multiple users (page 133) • Hard disk replacement (page 133) • What happens to the GUI during failover (page 137) NOTE: Please refer to the latest version of the HP B6000 Series Backup System User Guide on the web site for the latest troubleshooting information. Important information about serial numbers It is very important to use the correct serial number when contacting HP Support. There is a bundled serial number for your product, which can be found only on the labels and/or toe tags that come with the product. It is not stored electronically within the GUI. IMPORTANT: The serial numbers that currently appear on some GUI screens are for internal cluster use or for lower level hardware components. These serial numbers will not be recognized by HP Support for warranty use. Do not use them. Redeeming licenses for Webware When redeeming licenses for replication and additional storage, Webware will ask you to provide a serial number. The number you should use is the Cluster ID that can be found on the Device Configuration page. Bundled license, example 1 You have an installation with the minimum configuration, which is a single couplet product and consists of three SKUs: • EJ021A comprises of two network switches with a common bundle number showing on each switch • AF092A comprises of a 42U rack and PDUs - the PDUs and rack have their own serial numbers • EJ022A comprises of two DL380 G7s and two storage controller shelves with a common bundle number showing on each unit and a toe-tag tied to each unit Q1: If you telephone Support, what serial number should you quote? A1: Use the common bundle number found on the toe tags or on each 2U component of the faulty couplet/hardware. Bundled license, example 2 You then order a capacity upgrade kit, EJ024A - which is a pair of storage expansion shelves, each with its own serial number. For this SKU, a bundled serial number will be applied to the two 122 Troubleshooting

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17 Troubleshooting
This section covers the following topics:
•
Important information about serial numbers (page 122)
•
Accessing the CLI (page 124)
•
Power off and power on (page 124)
•
Networking problems (page 126)
•
Software update process (page 128)
•
Pulling a Support Ticket (page 129)
•
Licensing (page 132)
•
Multiple users (page 133)
•
Hard disk replacement (page 133)
•
What happens to the GUI during failover (page 137)
NOTE:
Please refer to the latest version of the
HP B6000 Series Backup System User Guide
on
the web site for the latest troubleshooting information.
Important information about serial numbers
It is very important to use the correct serial number when contacting HP Support. There is a bundled
serial number for your product, which can be found only on the labels and/or toe tags that come
with the product. It is not stored electronically within the GUI.
IMPORTANT:
The serial numbers that currently appear on some GUI screens are for internal
cluster use or for lower level hardware components. These serial numbers will not be recognized
by HP Support for warranty use. Do not use them.
Redeeming licenses for Webware
When redeeming licenses for replication and additional storage, Webware will ask you to provide
a serial number. The number you should use is the Cluster ID that can be found on the
Device
Configuration
page.
Bundled license, example 1
You have an installation with the minimum configuration, which is a single couplet product and
consists of three SKUs:
•
EJ021A comprises of two network switches with a common bundle number showing on each
switch
•
AF092A comprises of a 42U rack and PDUs - the PDUs and rack have their own serial numbers
•
EJ022A comprises of two DL380 G7s and two storage controller shelves with a common
bundle number showing on each unit and a toe-tag tied to each unit
Q1:
If you telephone Support, what serial number should you quote?
A1:
Use the common bundle number found on the toe tags or on each 2U component of the faulty
couplet/hardware.
Bundled license, example 2
You then order a capacity upgrade kit, EJ024A - which is a pair of storage expansion shelves,
each with its own serial number. For this SKU, a bundled serial number will be applied to the two
122
Troubleshooting