User Service Guide, Second Edition - HP Integrity BL60p Server Blade

Troubleshooting

Reporting Your Problems to HP

Chapter 5

Phone Support

To contact HP customer support by phone, go to the HP IT Resource Center (ITRC) near you, at:

http://www.itrc.hp.com. Local phone numbers are listed in your native language for help.

Information to Collect Before you Contact Support

NOTE It is highly recommended that you keep detailed records of any changes to your server blade(s),

and of how server blade behavior has changed over time, or as a result of changes made to your

server blade(s).

Before you contact HP support, you should:

Step 1. Use this chapter (Chapter 5, “Troubleshooting,”) 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.

Step 2. Collect the following information:

• The model number of your server blade (for example, “BL60p”).

• The product number of your server blade. This can be found on the identification label, which is

found at the front of the unit. (Typically, of the form “AD000A”)

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

Step 3. Be familiar with your server blade configuration.

• Are you using the LAN, RS232, or web interface to monitor the server blade(s)?

• How many processors and DIMMs have been installed?

• What versions of processor and memory 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 blade(s)?

• Which version of HP-UX is in use?