* The product serial number and product number are located on your hardware, usually on a label (this is found on the rear of a server; with storage, the product number will be on the front of the hardware, and the serial number on the back or top). Ensure you have these details to hand, and that the hardware is within easy access, as the Technical Support Consultant will go through remote diagnostics and initial troubleshooting to ascertain the problem with your hardware. In some instances it may be necessary for the Technical Support Consultant to call you back, so ensure that you have an inbound telephone number available.
Serial numbers are alpha numeric and are either 10 or 12 digits long
Product numbers are usually in one of the following formats e.g. Q1234A or 23456-B21
Select the correct telephone number for your country.
It is also possible to log a call online, through the HPESC (Hewlett Packard Enterprise Support Centre). In order to do this, you will need to have created an HPE passport account.
a. Problem description (error messages, log files, steps to recreate the problem)
b. Location (hardware location for on-site visits and parts delivery, alternative contact information of the person who will work with HPE to resolve the issue)
c. Configuration (any third-party options installed and if they have been eliminated as potential causes, any system options installed, regardless of whether they seem pertinent, total memory including RAM size and configuration, installed patches and service packs, revision levels (if a hardware or firmware problem), version updates, replaced parts)
d. Case history (if the same problem for the same product has been reported to HPE before, provide prior support case numbers, actions taken by HPE, any service provider or yourself since the first occurrence of the problem)
e. Changes to environment (power or temperature related problems)
f. Testing information (include the exact steps to reproduce the problem if possible, and the crash analysis if it is a system crash)
g. Troubleshooting steps taken (describe the steps taken, and the results)
i. What were you trying to do when you detected the problem?ii. What were you expecting to happen?iii. What error messages did you see?iv. What programs, commands, or devices were involved?v. When did you first observe the problem?vi. What was the last time the activity worked?vii. What has changed since then (hardware, software, configuration)?viii. If the problem is intermittent, under what conditions did the problem occur?ix. What do you think is the cause of the problem?
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