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 Advancestack Routers Series 200, 400, and 600 - Required Data Product Name: ___________________________________________________________ Product Number: _________________________________________________________ Attach the following information: 1. Network topology drawing showing all devices involved and: a) all IP addresses and subnet masks configured that are relevant to the problem. b) all relevant IPX network numbers and encapsulation types (frame types) configured c) any other networking protocols like AppleTalk or bridging 2. Current configuration, version, and log information of the router. This information can be obtained by using the following Network Control Language (NCL) commands: a) browse b) config (send in electronic format) c) log -a d) stamp e) stats (Multiple screen captures may be required to obtain statistics that span the problem episode.) f) get cct..* (circuit information from each interface on the the router; e.g. get cct.wan1.*) f) crash log g) crashrec (for a Router 650 crash problem - BINARY file must be TFTP'd to an TFTP server and file size must be 12076 bytes) Protocols on network: ___________________________________________________ Precise problem statement: ______________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ What data leads you to believe that the router is not operating correctly?_______________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ Did the problem begin at installation? __________________________________ How long has the router been in operation?_______________________________ What changes in network conditions/configuration occurred? ______________ _________________________________________________________________________ _________________________________________________________________________ How often does the problem occur? _______________________________________ What is the current workaround, if any? _________________________________ _________________________________________________________________________ What troubleshooting have you done and what were the results? ___________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ (All HP routers have a Troubleshooting section in the Installation Guide.) Are there problems indicated by the router's LEDs? (Are the Fault or NetFail LEDs on?) _______________________________________________________ _________________________________________________________________________ Please review the configuration examples on the web at: www.hp.com/go/hpprocurve -> technical support -> configuration examples -> HP Advancestack Routers Series 200, 400, and 600 Call ID _________________________________________________________________ HP Support engineer name ________________________________________________ Customer name ___________________________________________________________ Customer's company name _________________________________________________ Customer phone # __________________________ Fax # _______________________ Customer email __________________________________________________________ Reminder: Include attachments 1-2 from above!!! 12 Oct 00