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 "warranty information and assistance". HP Procurve Series 5300xl Switch WES Module - Required Data Switch Product: ___5304XL (J4850A) ___5348XL (J4849A or J4849B) ___5308XL (J4819A) ___5372XL (J4848A or J4848B) ___5304xl-32G (J8166A) ___5308xl-48G (J8167A) Software/firmware revision (module AND switch): _____________________ ROM version: ___________________________ To get software and ROM versions from the Series 5300xl Switches, use the "show system" or "show flash" CLI command. To get software version information from the WES module, in the web interface highlight Management and the “Current Status” screen in the right hand pane will display the “software in use.” Precise problem statement: __________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ What symptoms lead you to believe that the switch/module is not operating correctly? __________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ Total number of radio ports affected? __________________________________ Did the problem begin at installation? ______________________________ How long has the module been in operation? __________________________ What changes were made to the switch or module configuration prior to the problem episode? ____________________________________________________ _____________________________________________________________________ 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 device? _____________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ If you have network management (e.g. ProCurve Manager) that can monitor the device, what is the network management product and what pertinent information does it report? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 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. 2. SWITCH TECHNICAL SUPPORT DATA: This output will help HP gather valuable information about your switch. The data should be captured while the problem is occurring. a) From a console connection or TELNET session, use the following CLI command: show tech all [*ENTER*] and capture/log the output; or b) You will need a TFTP server. Use the following CLI command: copy command 'show tech all' tftp [*ENTER*] 3. MODULE TECHNICAL SUPPORT DATA: a) Gather a “show run” from the CLI of the module b) Device Information > Radio Port / LAN Statistics (use the Export button to capture information about both “Adopted RP” and “Unadopted RP” (tabs at top of page allow you to switch between views). c) Device Information > Wireless Stations (use the Export button to capture information about users connected). d) Device Information > Alarm Log (use the export button) *note that SNMP must be enabled under Management to populate this page. e) Management > SNMP Trap Configuration and SNMP Trap Receivers can be used to set up SNMP trap receivers such as PCM which may be used to export traps and/or save to a file for review. f) Management > System Logging *make sure “enable logging module” is checked and enable logging to buffer, console, and (external) syslog server. *when troubleshooting a problem, the Log Level 6: Info or Log Level 7: Debug will provide the most information. *there is another tab on this page, “File Mgmt,” which may contain multiple files (such as messages.log and startup.log) which can be viewed in the lower pane and selected one at a time for FTP or TFTP file transfer. g) Management > System Maint. > Config Files (transfer startup-config file via FTP or TFTP to export config for us) h) Troubleshooting > Core Snapshots and Panic Snapshots should be captured if they exist. Call ID ___________________________________________________ HP Support Engineer name __________________________________ Customer Name _____________________________________________ Customer's Company Name ___________________________________ Customer Phone # __________________ Fax # _________________ Customer Email Address ____________________________________ Reminder: Include attachments from steps 1-3 above!!! Nov 06