Installing the System
Troubleshooting
Chapter 3
144
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?
