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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.