Basic Troubleshooting
■Firmware Upgrades-L&TT provides a convenient way of updating product firmware, enabling users with an Internet connection to take advantage of ongoing enhancements. The software can be configured to check the Web automatically for firmware updates for connected devices, or you can manually check the Web for updates if the automatic update feature is not desired. If updated firmware is available, the program notifies the user, and the updates can easily be copied to the system. With libraries, users can upgrade the library and the embedded drive firmware in the same operation. Wherever possible, the embedded drives are updated in parallel to reduce time.
■Support Ticket Generation-If users experience a problem with a storage product, L&TT can generate a support ticket that includes essential information for troubleshooting the problem. As an alternative to phone support, users can E-mail the support ticket to a support center for assistance. This information streamlines the support process and enables the support staff to better serve the user if a support call is made later.
■Device Analysis-When you generate a support ticket for a device, L&TT performs a Device Analysis test on the device. The support ticket contains generic information about a device, as well as the results of the Device Analysis test. You can perform the Device Analysis test by itself, but HP recommends generating a support ticket because the resulting data is presented in a more useful format.
■Automatic Notification of Web Updates-If you have an Internet connection and web updates are enabled in the tool preferences, you are automatically informed of the following updates, if available, each time the program is started:
—New versions of L&TT
—New firmware files for connected devices
—New device-specific functionality (such as new or updated tests) for connected devices
