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Chapter 5
Troubleshooting
Where to Get Help
132
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: