HP SureStore E Tape Library Model 6/140 User's Guide

Customer Support
Information Needed for Support
Appendix B B-5
Customer Support
Information Needed for Support
Before contacting your HP service representative, please have the
following information ready:
• Model number and drive type for your library
• Serial number (see “Library Information” on page 3-24)
• Drive type(s)
• Error codes and error code qualifiers
• Revision number for library and drive firmware (see page 3-28)
• Brand and model of your host computer
• Brand and model of your SCSI or Fibre Channel host adapter
• Library drivers and backup 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.