HP B6960-90078 manual Before Calling Your Support Representative

Troubleshooting

Before Calling Your Support Representative

Before Calling Your Support Representative

In order to speed up the process of solving your problem, you should prepare before reporting a problem to HP Customer Support Service. See the suggestions below for preliminary steps you can take.

Ensure that:

•You are not running into known limitations that cannot currently be overcome. For specific information on Data Protector limitations and recommendations, as well as on known Data Protector and non-Data Protector problems, see the HP OpenView Storage Data Protector Software Release Notes.

•Your problems are not related to third-party hardware and software. If they are, contact the third-party vendor for support.

•You have the latest Data Protector patches installed. Patches can be obtained from the HP OpenView Web site: http://support.openview.hp.com/patches/patch_index.jsp. The list of OS patches is available in the HP OpenView Storage Data Protector Software Release Notes.

Collect the following data about the problem you encountered:

•A description of your problem, including the session output (or equivalent output, depending on the type of problem).

•Output from the get_info command located in the following directory:

•On UNIX: /opt/omni/sbin/utilns

•On Windows: <Data_Protector_home>\bin\utilns

The script collects system data from your Data Protector Cell Manager, and configuration data about your Data Protector installation.

• All log files from the Cell Manager and from all clients involved.

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