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Basic Troubleshooting
161Network Storage Router e1200-160
■ Firmware Upgrades-L&TT provides a convenient way of updating product
firmware, enabling users with an Internet connection to take advantage of
ongoing enhancements. The software can be configured to check the Web
automatically for firmware updates for connected devices, or you can
manually check the Web for updates if the automatic update feature is not
desired. If updated firmware is available, the program notifies the user, and
the updates can easily be copied to the system. With libraries, users can
upgrade the library and the embedded drive firmware in the same operation.
Wherever possible, the embedded drives are updated in parallel to reduce
time.
■ Support Ticket Generation-If users experience a problem with a storage
product, L&TT can generate a support ticket that includes essential
information for troubleshooting the problem. As an alternative to phone
support, users can E-mail the support ticket to a support center for assistance.
This information streamlines the support process and enables the support staff
to better serve the user if a support call is made later.
■ Device Analysis-When you generate a support ticket for a device, L&TT
performs a Device Analysis test on the device. The support ticket contains
generic information about a device, as well as the results of the Device
Analysis test. You can perform the Device Analysis test by itself, but HP
recommends generating a support ticket because the resulting data is
presented in a more useful format.
■ Automatic Notification of Web Updates-If you have an Internet connection
and web updates are enabled in the tool preferences, you are automatically
informed of the following updates, if available, each time the program is
started:
— New versions of L&TT
— New firmware files for connected devices
— New device-specific functionality (such as new or updated tests) for
connected devices