HP Integrity Server rx4640 Where to Get Help, Information to Collect Before you Contact Support

Troubleshooting

Where to Get Help

Where to Get Help

HP customer care will help you solve server problems and, if necessary, initiate appropriate service procedures.

Support is available on the HP website and by phone.

For information on contacting the HP IT Resource Center (ITRC) near you, go to: http://www.itrc.hp.com.

Information to Collect Before you Contact Support

Before you contact HP support, you should:

Step 1. Check the previous sections of this chapter and attempt to solve the problem.

•Note failure symptoms and error indications (LEDs and messages).

•Capture and permanently log the current SEL and FPL contents.

•Try to determine precisely what did or did not happen.

•Capture errdump logs

Step 2. Collect the following information:

•The model number of your server (for example rx4640).

•The product number of your server. This can be found on the identification label, which is found on the pull-tab at the front of the server.

•The serial number of your server. This can be found on the identification label.

Step 3. Be familiar with your server configuration.

•Are you using the LAN, RS-232, or web interface to monitor the server?

•How many processors, DIMMs, and PCI cards have been installed?

•What versions of processor, memory, and PCI cards are used and where are they installed?

•What accessories are installed?

Step 4. Determine the following

•Which firmware versions are in use?

•When did the problem start?

•Have recent changes been made to the server?

•Which OS and version is in use?

Online Support

To contact HP Customer Support online, see the Worldwide Limited Warranty and Technical Support Guide or visit us at:

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