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Troubleshooting 84
• Specific software information:
o Operating system information ("Operating system information you need" on page 84)
o List of third-party, HP, and Compaq software installed
o PCAnywhere information, if installed
o Verification of latest drivers installed
o Verification of latest ROM/BIOS
o Verification of latest firmware on array controllers and drives
• Results from attempts to clear NVRAM
Operating system information you need
Depending on the problem, you may be asked for certain pieces of information. Be prepared to access the
information listed in the following sections, based on operating system used.
Microsoft® operating systems
Collect the following information:
• Whether the operating system was factory installed
• Operating system version number
• A current copy of the following files:
o Boot.ini
o Memory.dmp
o Event logs
o Dr. Watson log (drwtsn32.log) if a user mode application, such as the Insight Agents, is having a
problem
o IRQ and I/O address information in text format
• An updated Emergency Repair Diskette
• If HP drivers are installed:
o Version of the drivers used
o List of drivers
• The drive subsystem and file system information:
o Number and size of partitions and logical drives
o File system on each logical drive
• Current level of Microsoft® Windows® Service Packs and Hotfixes installed
• A list of each third-party hardware component installed, with the firmware revision
• A list of each third-party software component installed, with the version
• A detailed description of the problem and any associated error messages