Appendix A: Harmonic Technical Assistance Center contact information
•
Is the Automation using VDCP or API for communication control?
Information about the SystemManager client PC
Please gather information about the SystemManager client PC, as well as the SystemManager database
file, before contacting Harmonic technical support.
Harmonic technical support may request the following information:
• SystemManager version
You can find the version here:
Help
>
Server Software
.
• Windows operating system installed on the SystemManager client PC
The run command
winver
shows the Windows operating system running on the client PC.
• Amount of memory installed on the SystemManager platform
Open the
System Properties
dialog on the client PC to find the amount of memory installed.
• The SystemManager database file from the SystemManager platform or client PC
This file is located on the SystemManager platform at
D:\Omneon\Manager\omdb\manager.oda
.
Or, if you are using a client PC with a single C: partition, it will be in the same directory on the C: drive.
Gathering drive failure information
In the event of a drive failure, please gather the requested information to assist in drive problem diagnosis
and remediation before contacting Technical Support.
1. Provide the following general details about the drive failure:
◦ Site Location
◦ Server Name
◦ Date of Failure
◦ Time of Failure
◦ Description of Failure
2. Collect the following information from the
Spectrum Server Properties
page in SystemManager:
TIP:
To view the
Spectrum Server Properties
page in SystemManager, from the
System Diagram
page of the
Configuration
tab, click the icon for your Spectrum
video server. Then, from the
Physical Configuration
tab, click the icon for your
Spectrum.
◦ Firmware Version
◦ Host Name
◦ Serial Number
3. Collect the following information from the
Drive Properties
page:
TIP:
To view
Drive Properties
, from the
Configuration
tab, click
Disk Utilities
, then
click the icon for your Spectrum server. From the second
Disk Utilities
page, click the
icon for the drive that has failed.
◦ Disk GUID
◦ Disk Serial Number
◦ Disk Size (GB)
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