HP 20-700 User Manual

198 Information Needed for Support

Appendix C

Information Needed for Support

Before contacting your support representative, please have the following 

information ready:

■

Model number of your library

■

Serial number

■

Drive type(s)

■

Error codes and error code qualifiers

■

Revision number for library and drive firmware

■

Brand and model of your host computer

■

Brand and model of your SCSI or host adapter

■

Library drivers and backup application software that you are using and the 

version number(s)

Backup Software Support

While the library product itself is supported by Hewlett-Packard, all software 

products are supported by individual software vendors. When contacting the 

software vendor for support, you will need the following information:

■

Your name and telephone number

■

Product name, release number, operating system, build, and serial number

■

Detailed list of error messages reported

■

Configuration files and log files related to the problem

■

Screen dumps, if applicable

■

Explanation of how to reproduce the problem, if possible

■

Events that may have contributed to the problem, recent operator actions, 

recent events in the software or the system, and recent changes to the 

computer system, software, or network environment.