User Service Guide, Third Edition - HP Integrity cx2620 Server

Information to Collect Before you Contact Support
NOTE: It is highly recommended that you keep detailed records of any changes to your server,
and of how server behavior has changed over time, or as a result of changes made to your server.
Before you contact HP support, you should:
1. Use the Troubleshooting chapter 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.
2. Collect the following information:
• The model number of your server (for example, “cx2620”).
• The product number of your server. 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. This can be found on the identification label.
3. Be familiar with your server configuration.
• Are you using the LAN, RS232, or web interface to monitor the server?
• 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?
4. Determine the following
• Which firmware versions are in use?
• When did the problem start?
• Have recent changes been made to the server?
• Which version of HP-UX is in use?
152 Troubleshooting