Information Needed for Support

Before contacting your support representative, please have the following information ready:

■Model number of your library

■Serial number

■Drive type(s)

■Error codes and error code qualifiers

■Revision number for library and drive firmware

■Brand and model of your host computer

■Brand and model of your SCSI or host adapter

■Library drivers and backup application software that you are using and the version number(s)

Backup Software Support

While the library product itself is supported by Hewlett-Packard, all software products are supported by individual software vendors. When contacting the software vendor for support, you will need the following information:

■Your name and telephone number

■Product name, release number, operating system, build, and serial number

■Detailed list of error messages reported

■Configuration files and log files related to the problem

■Screen dumps, if applicable

■Explanation of how to reproduce the problem, if possible

■Events that may have contributed to the problem, recent operator actions, recent events in the software or the system, and recent changes to the computer system, software, or network environment.

198 Information Needed for Support

Appendix C