General Site Preparation Guidelines
Information to Collect Before You Contact Support
Chapter 2
44
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. Refer to “Troubleshooting”
in the
Operation Guide
for your system, available at http://docs.hp.com.
•
Note failure symptoms and error indications (LEDs and messages) by checking the SEL and
FPL logs
•
Try to determine precisely what did or did not happen
Step 2.
Collect the following information:
•
The model number of your server (for example: rp3410 or rp3440)
•
The product number of your server. This can be found on the identification label, which is found
at the front of the unit (typically A7136A or A7137A, and so on)
•
The serial number of your server. This can be 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?
