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 Switch 2000/800T - Required Data Product Number: __2000 (J3100A) __2000 (J3100B) __800T (J3245A) OS version:______________________________________ ROM version:_____________________________________ To get OS and ROM versions, at the main menu select Status and Counters, then select Switch Information. If an FDDI module is installed, get its F/W version from Status and Counters, then select Module Information. Attach the following information: 1. Network map showing device(s) involved and network numbers assigned, if any. 2. List of hardware modules and corresponding firmware versions installed in the switch. 3. List of all software configuration changes you have made. (e.g. Spanning Tree, VLANs, etc.) 4. All statistics available on the product. The statistics must span, in time, the problem episode. 5. Event log. You can capture the event log in any of the following ways: i) You will need a terminal emulator that supports Z-modem. At the console port, from the Main Menu, choose Advanced Commands, type: ZPUT 'LOG -A' then put Z-modem into receive mode on your PC; or ii) From a console connection or TELNET session, at the Advanced Commands prompt, enter: PRINT 'LOG -A' and capture/log the output; or iii) You will need an TFTP server. At the Advanced Commands prompt, enter: PUT 'LOG -A' 6. Configuration. If you have the Switch 2000B/800T with OS B.04.00 or later, use the switch's web interface to get the 'browse' (config). Choose the Diagnostics tab, then the Configuration Report button. You can capture this browse/config into a file by various methods: i) File->SaveAs ii) File->SaveFrameAs iii) Edit->Copy and Paste The Switch 2000B with OS older than B.04.00 and Switch 2000A (any OS) do not have a web browser interface. For these switches, please send screen shots of all configuration screens. 7. Crashrec. To get this binary file you will need an TFTP server. At the Advanced Commands prompt, enter: PUT CRASHREC 8. History. You can capture the shutdown history in any of the following ways: i) At the Advanced Commands prompt, enter: ZPUT HISTORY and start Z-modem receive on your PC; or ii) From a console connection or TELNET session, at the Advanced Commands prompt, enter: HISTORY and capture/log the output; or iii) You will need an TFTP server. At the Advanced Commands prompt, enter: PUT HISTORY Precise problem statement: __________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ What data leads you to believe that the switch is not operating as it should? _____________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ Did the problem begin at installation?_______________________________ How long has the switch been in operation?___________________________ What changes in network conditions/configuration occurred?___________ _____________________________________________________________________ How often does the problem occur?____________________________________ What is the current workaround, if any?______________________________ _____________________________________________________________________ When you followed the procedures described in the product's troubleshooting documentation, what were the results? _____________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ (All HP switches have a Troubleshooting section in the Installation, User's or Reference Manual) What troubleshooting have you done beyond the steps described in the manuals, and what were the results? ________________________________ ____________________________________________________________________ ____________________________________________________________________ If you have network management (e.g. Toptools) that can monitor the device, what is the product and what information does it report? _____________________________________________________________________ _____________________________________________________________________ Call ID _____________________________________________________________ HP Support engineer name ____________________________________________ Customer name _______________________________________________________ Customer's company name _____________________________________________ Customer phone # ____________________ Fax # ________________________ Customer email ______________________________________________________ Reminder: Include attachments 1-8 from above!!! 11 Oct 00