Norstore:Support-HP
From Vd
HP support calls shall be performed the following way (ref: Routines for requesting HP support).
Contents |
Case registration
Step1: Register the failure
Open a case in the NorStore RT queue in NOTUR RT
- The subject should be: hw-case norstore-uio [serial-no]: defect power supply
- Assign the ticket to a qualified person (i.e. you)
Step2: Tag the failure
When you have a RT ticket number:
- Tag the faulty disk (blinking lamp) with a yellow postit clearly showing the RT-ticket number, this way all can see that the case is being tended
Step3: Report the error
- Between 08 - 20 (?) call HP on phone number 800 30 388
- or:
- Send mail to: support.norway@hp.com
Note1: HP does not give support emails high priority!
Note2: You must have the contract number ready, you can find (some of) those in the hardware list.
Note3: If it is a severe problem, state that it is a priority 1 problem!
HP has a support tracking system: http://www.itrc.hp.com - requires you to register
Step4: Register the support number
The feedback from HP will be a support number, add this to the RT-case in addition to other potentially useful information.
General hints
Find the service-contract type of a machine
To figure out service-level (given that you do not know) for a given machine, or to figure out if the machine still has a service agreement, fill in the following form with product number and serial number (servicetag):
http://www1.itrc.hp.com/service/ewarranty/warrantyInput.do
The product number may be obtained like this:
xml-prod01.uio.no# dmidecode | grep -A1 'OEM Strings'
OEM Strings
String 1: Product ID: 399524-B21
Serial number may be obtained like this:
xml-prod01.uio.no# dmidecode -s system-serial-number GB8719E943
Guide to finding information to add to the error report
Machine type information may be obtained like this:
mail-imap2.uio.no# dmidecode -s system-product-name ProLiant DL380 G5
Information about power supplys:
dbserv08: /# hplog -p ID TYPE LOCATION STATUS REDUNDANT 1 Standard Pwr. Supply Bay Normal Yes 2 Standard Pwr. Supply Bay Normal Yes
Is the power supply failed?:
mail-imap2.uio.no# hplog -p ID TYPE LOCATION STATUS REDUNDANT 1 Standard Pwr. Supply Bay Normal No 2 Standard Pwr. Supply Bay Failed No
Information about disks and RAID-sets:
- Which slot is the RAID-controller in?:
amygdala.uio.no# hpacucli ctrl all show Smart Array P400 in Slot 1 (sn: PA2240J9STJ1M0)
- Status for logical disks:
amygdala.uio.no# hpacucli ctrl slot=1 logicaldrive all show status logicaldrive 1 (68.3 GB, RAID RAID 1+0): OK logicaldrive 2 (410.1 GB, RAID RAID 5): Interim Recovery Mode
- Status on physical disks:
amygdala.uio.no# hpacucli ctrl slot=1 physicaldrive all show status physicaldrive 1:1 (box 1:bay 1, 72 GB): OK physicaldrive 1:2 (box 1:bay 2, 72 GB): OK physicaldrive 1:5 (box 1:bay 5, 146 GB): OK physicaldrive 1:6 (box 1:bay 6, 146 GB): OK physicaldrive 1:3 (box 1:bay 3, 146 GB): Failed physicaldrive 1:4 (box 1:bay 4, 146 GB): OK
You may also use array-info, but this is not a HP product:
amygdala.uio.no# array-info -d /dev/cciss/c0d1
Unknown Controller id 0x3234103c
Firmware revision : 1.18
Rom revision : 1.18
2 logical drives configured.
Logical drive 1 :
Fault tolerance : RAID 5
Size : 410.10 GiB (860051248 blocks of 512 bytes)
Status : Logical drive is using interim recovery mode (100.00% done)
The more information you add, the faster you can expect HP to react to your request.
Motivation
By loggin all cases:
- We stand stronger if we need to confront the vendor after a time due to poor harware or support quality
- We ease the task of reporting to NorStore/UNINETT Sigma
- We ease the task of writing a end report of the first phase of the project in a 5 years time, at a time when perhaps different people will be involved in the operations of the project