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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HP B6960-90078 manual Before Calling Your Support Representative