Supporting HP TeachNow, v 1.1 update

15
Troubleshooting guidelines
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The following guidelines are available in this section:
o Hardware issues
(HP ProLiant ML110, HP ProCurve 1810G, HP st574x)
o Admin interface
(installation, usage)
o Teacher interface
(usage)
o Student interface
(usage)
Hardware issues
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Question Responses/actions Explanation
HP ProLiant ML110 Server hardware verification (similar to standard desktop)
Is the customer using the HP
ProLiant ML110 G6 server?
Yes: Continue
No: Does the customer have an HP support
agreement for the server?
Yes: Elevate or transfer to the appropriate
HP support group (for the NA initial
release, this is ISS).
No: The customer will need to buy an HP
support agreement to obtain support.
HP supports the ML110 G6 for the TeachNow
solution. Other servers are acceptable if they
conform to the technical requirements
(described in an earlier section of this
document). However, HP cannot provide
server support unless there is a valid HP
support agreement.
Does system pass POST testing
(no beeps)?
Does the system boot?
Is the power LED on and green?
Yes: Continue
No: Warm transfer to ISS.
The ML110 G6 is an ISS (not PSG) product
and ISS will manage calls related to server
issues. Suspected server hardware issues,
failure to boot/power on for example, warm
transfer to ISS.
For server issues that are not clearly
hardware-related, 2LS may perform additional
problem analysis (such as the 2LS
troubleshooting tips in Appendix E
). If the
additional analysis indicates a hardware
failure, 2LS will warm transfer to ISS.
Have they connected the CAT5
cable from the switch to the
correct RJ45 port on the ML110
ProLiant server?
Yes: Continue
No: Have customer connect their CAT5 cable to the
upper right port on the back of the ML110.
The ML110 has two RJ45 ports but only one
will provide a LAN network connection. The
second port (lower left) is for the iLO remote
management component of the server
(described in Appendix B: HP ProLiant ML110
G6 troubleshooting considerations.