Before calling your support representative – HP B6960-90078 User Manual
Page 579
Troubleshooting
Before Calling Your Support Representative
Chapter 12
549
Before Calling Your Support Representative
In order to speed up the process of solving your problem, you should
prepare before reporting a problem to HP Customer Support Service. See
the suggestions below for preliminary steps you can take.
Ensure that:
• You are not running into known limitations that cannot currently be
overcome. For specific information on Data Protector limitations and
recommendations, as well as on known Data Protector and non-Data
Protector problems, see the HP OpenView Storage Data Protector
Software Release Notes.
• Your problems are not related to third-party hardware and software.
If they are, contact the third-party vendor for support.
• You have the latest Data Protector patches installed. Patches can be
obtained from the HP OpenView Web site:
The list of
OS patches is available in the HP OpenView Storage Data Protector
Software Release Notes.
Collect the following data about the problem you encountered:
• A description of your problem, including the session output (or
equivalent output, depending on the type of problem).
• Output from the
get_info
command located in the following
directory:
• On UNIX:
/opt/omni/sbin/utilns
• On Windows:
The script collects system data from your Data Protector Cell
Manager, and configuration data about your Data Protector
installation.
• All log files from the Cell Manager and from all clients involved.