NOTE: This form is used to collect required data at the request of an HP Support Engineer for an open support call. Do NOT use it to open a new call. If you need to open a new call, please see the information at http://www.hp.com/go/hpprocurve and select "technical support", then "support services". HP ProCurve 700wl Secure Access Series - Required Data Product Number: ___760wl (J8155A) ___740wl (J8154A) ___720wl (J8153A) ___745wl (J9038A) ___Switch xl Access Controller Module (J8162A) Installed Software Version of ACS: _____________ Alternate Software Version of ACS: _____________ Installed Software Version of AC: ______________ AlternateSoftware Version of AC: _______________ Installed Software Version of ACM: _____________ Alternate Software Version of ACM: _____________ Installed Software Version of Switch 5300xl: _____________ To get the Software versions (install & alternate) from a 700wl Access Control Server (ACS) device, access the administrative web page of the 700wl series device and select the Maintenance icon and Software Setup tab to view the version numbers. To get the Software versions (install & alternate) from a 700wl Access Controller (AC) or Access Control Module (ACM), access the administrative web page of the 700wl series ACS device and select the Maintenance icon, Software Setup tab and on the left navigation bar, select the device to view the version numbers. Precise problem statement: __________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ What symptoms lead you to believe that the 700wl is not operating correctly? __________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ Total number of units affected? _____________________________________ Did the problem begin at installation? ______________________________ How long has the 700wl been in operation? __________________________ What changes were made to the 700wl configuration prior to the problem episode? (e.g. software upgrade, new locations, new users, new authentication method) ______________________________________________ _____________________________________________________________________ _____________________________________________________________________ What changes were made to the network topology/conditions prior to the problem episode? ____________________________________________________ _____________________________________________________________________ How often does the problem occur? ___________________________________ What is the current workaround, if any? _____________________________ _____________________________________________________________________ What troubleshooting steps have you performed to isolate the problem to this 700wl? _____________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ VPN Encryption Methods. Include information about the operating system running on the client as well as what client application is encrypting the data (e.g., Microsoft, Nortel Contivity, Secure CRT). Please list ALL client encryption applications that are installed on the client including those not involved with the issue: _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ [ ] IPSec [ ] PPTP [ ] L2TP/IPSec [ ] SSH [ ] none Authentication Services. If authentication services are being provided by an external server/ device, please provide information about what operating system runs on that server/device and what applications it uses to provide the authentication services: _______________________________________________________________________ _______________________________________________________________________ [ ] XML RPC [ ] Radius [ ] Kerberos [ ] 802.1X [ ] Active Directory LDAP [ ] Netscape or iPlanet Directory Service [ ] Rights Manager's built-in database [ ] MAC Address User Authentication. Select appropriate user authentication being used: [ ] Browser logon [ ] VPN logon [ ] Monitored logon Additional Services. Select appropriate additional services being used: [ ] External DHCP server [ ] VLAN [ ] SNMP [ ] Roaming [ ] Client-based Bandwidth Rate Limiting [ ] Syslog server Please attach the following information: 1. Network topology map: a) All IP addresses and subnet masks of devices that are relevant to the problem. b) Port mapping of connected network devices. c) Port mapping of connected clients/servers relevant to the problem. d) NOTE: If a Switch xl Access Control Module is deployed in the network, the software version & configuration of the 5300xl switch will be required. 2. Attach screen shots taken that show the complete configuration of any client software involved in the issue being reported. 3. Log File: To get the Log file from a 700wl Access Control Server (ACS) device, access the administrative web page of the 700wl series device and select the Logs icon and at the bottom of the screen, click the "Export Log as Text.." button, capture and save the file. 4. Export Rights database: This is optional, only if requested by the Support Engineer. (Access the administrative web page of the 700wl series device to gather the following data.) a) Select the Rights icon and select the ‘Tools & Options’ tab b) On the left side navigation bar, select ‘Import/Export Rights’ c) Select the "Export User Rights Now" button d) Select the "Save Export As.." button (after the export has been created) e) Save the file & include it with this required data form. 5. Backup system image: This will assist HP support in problem duplication and provide a better understanding of how the device in question is currently configured. If a backup image already exists please create a new image that reflects the current state of the device. (Depending upon the size of your network, the backup system image file can be very large (>80MB) & a temporary FTP account can be set up by the Support Engineer for transfer of the backup system image file.) *** Please provide the administrator account password (verbally) to the Support Engineer, so HP can access your backup system file once it is installed HP's lab environment. *** (Access the administrative web page of the 700wl series device to gather the following data.) a) Select the Maintenance icon and select the ‘Backup and Restore’ tab b) Select ‘CREATE BACKUP Now’ button (This will cause an interruption in service. Please perform this task during available down-time) c) Once the backup system image file has been created return to the ‘Backup and Restore’ menu and select ‘SAVE BACKUP’ d) Save the backup system image file and include it with this required data form. Case ID ___________________________________________________ HP Support Engineer name __________________________________ Customer Name _____________________________________________ Customer's Company Name ___________________________________ Customer Phone # __________________ Fax # _________________ Customer Email Address ____________________________________ Reminder: Include attachments 1-5 from above and your administrator account password (verbally)!!! Nov 06