Support Resource Guide
Contents
1. html Installation Services Information http h20219 www2 hp com services us en always on storage installation implementation html jumpid reg_R1002 USEN Product training info http hp com education sections storage html Purchase product training and help registering for training http www hp com education news contact phone html Software Hardware compatibility and End of Service Life policy www hp com go P4000Compatibility Licensing http webware hp com Licensing help Americas _password cnd hp com_ Europe password cnd hp com Asia _password cnd hp com Webware User Guide httos webware hp com licensinghome LicenseManagementGuide asp amp Signin N amp RedirectID hppwelcome asp amp Validat eMode False amp FromPage LicenseManagementGuide asp Submitting managing and viewing Support cases https h20566 www2 hp com portal site hpsc public Purchasing Presales non Americas http welcome hp com country us en wweontact_us html For Americas dial 800 BUY MYHP 12 ADDENDUM B ACRONYM SUMMARY P4000 HP naming convention for the LeftHand iSCSI SAN product family IRS Insight Remote Support iSCSI Internet SCSI or Internet Small Computer Systems Interface SAN Storage Area Network SAN iQ Name of the software comprising the OS and management of P4000 SANs SAID Service Agreement ID SPOCK Website for Single Point of Connectivity Knowledge BIOS Basic Input Output Syste2. ANDARD Sign up to receive LeftHand P4000 product alerts and advisories e HP LeftHand P4000 Technical Support strongly recommends that you sign up for HP Subscribers Choice at https h30046 www3 hp com SubChoice country us en subhub aspx and or http www hp com go myadvisory to receive customized product and solution updates and support alerts to keep your product current plus your choice of a vast amount of other information e To receive software update notifications via email from Support Center go to https h20566 www2 hp com portal site hpsc public o Registration on Support Center and linking a support agreement to a user ID is required For more information go to https h20566 www2 hp com portal site hpsc aae home lang en amp cc us amp hpappid SPA4TS o If you are a previous ITRC user see the ITRC Users section along the right side of the Support Center home page for assistance with migrating your ITRC profile data to Support Center Problems with Support Center Once logged in Select the Contact HP link at the top left of the page SUPPORT FOR DEMOS EVALUATIONS PROOF OF CONCEPTS For support on Demos Evaluations and Proof of Concepts please contact your local Sales Representative Pre Sales Representative or the Partner that you purchased from or are working with The Sales Associate will provide the necessary support and will contact other resources as necessary FINDING MANUALS AND OTHER T
3. ECHNICAL INFORMATION To download P4000 LeftHand user manuals and other support documentation go to http 7h20000 www2 hp com bizsupport TechSupport Document ndex jsp contentlype SupportManual amp lang en amp cc us amp doclndexld 64179 amp taskld 101 amp prodTypeld 12169 amp prodSerieslId 3936136 Using Control F on this page to search for keywords is often the easiest way to find the correct document To search the knowledge base log into your account on Support Center at https h20566 www 2 hp com portal site hpsc public kb search o Registration on Support Center and linking a support agreement to a user ID is required For more information go to https h20566 www2 hp com portal site hpsc aae home lang en amp cc us amp hpappid SP4TS o If you are a previous ITRC user see the ITRC Users section along the right side of the Support Center home page for assistance with migrating your ITRC profile data to Support Center Problems with Support Center Once logged in Select the Contact HP link at the top left of the page For additional P4000 technical documents go to www hp com go P4000 Under Product Information select Resource Library View the HP LeftHand forum http h30499 www3 hp com t5 HP LeftHand P4000 bd p itre 1195 Sign up for Support Community forums http h30499 www3 hp com FINDING SOFTWARE AND PATCHES To download the latest full release version of SAN iQ go to www hp com go P4000download
4. HP LeftHand P4000 Support Resource Guide NOTE The information below will be kept up to date at the following link www hp com go P4000Support ADVICE FROM THE HP LEFTHAND P4000 SUPPORT EXPERTS cccccccscscscsseseseescsessesesececseeeseeeeecsees 2 SUPPORT FOR DEMOS EVALUATIONS PROOF OF CONCEPTS ccccccsssssessseseseseeeseseseseeeececeesenenees 3 FINDING MANUALS AND OTHER TECHNICAL INFORMATION c ccccsccscssssesscseeseeecseeseeecseesesseseesesseeaes 3 FINDING SOFTWARE AND PATCHES ccccccccsssscsssssescsseseescseeseeseseesessessssessessesessesesecsessecsesessecsesaeeecseeaeees 3 CONTRACTS AND SUPPORT OFFERINGS ccccccccsscscssessescssesecsessesecsessesecssesesecsesseeeesessessesaesecsesaeeesseeasenas 4 INSTALLATION QUESTIONS 0 c cccccccccccccscsescscsesesesesesesescsescsescsescscscscscsescsesescsescscsescsescscsescsesescscsescsesescacseseacaes 5 PRODUCT TRAINING ccjsseeccl octave ee te eee io 6 SOFTWARE HARDWARE COMPATIBILITY cccccccccccsssscsssesesescescecscsesssessvscscsesesesecscsesesasscseseeeeesecasscseseeaes 6 LICENSING rs fa scruipscretncs nines tienes aetna as ceased Ria eon Lie Raed 6 END OF SERVICE LIFE POLICY 0 cccccccccccssessssessesscssssesscsseseecsesessessssessessesessessesessecasecesacsecsesasaecaesaeeseaeeasees 7 SUBMITTING MANAGING AND VIEWING SUPPORT CASES VIA THE WEB cccccsccssesesseseeseseeseeee
5. S HP Services Customer Operations Business Center 1 800 386 1115 Select option 2 for Inquiries Regarding Support Agreements Select option 3 for Registration of Your Onsite HP CarePack o Latin America Tel 1 305 267 4220 o Europe Middle East and Africa Email UK amp l_ContractAdministration hp com o Asia Pacific and Japan Contact your local Sales Representative or Reseller Viewing your current support contracts e To view your current support contracts go to Support Center at https h20566 www2 hp com portal site hpsc public go to My Support gt My contracts amp warranties gt View my contracts and warranties o Registration on Support Center and linking a support agreement to a user ID is required For more information go to https h20566 www2 hp com portal site hpsc aae home lang en amp cc us amp hpappid SPA4TS o If you are a previous ITRC user see the ITRC Users section along the right side of the Support Center home page for assistance with migrating your ITRC profile data to Support Center Problems with Support Center Once logged in Select the Contact HP link at the top left of the page e For a copy of your support contract or to discuss the terms and conditions please contact your HP Authorized Reseller If you do not purchase through a HP Authorized reseller please phone 1 800 386 1115 and select option 1 to locate your contract administrator Important information on Bundle vs Indi
6. an Vatican City State West Africa French Speaking countries West Africa English Speaking countries Yemen Asia Pacific and Japan 63240005 or 49 6966404301 02 5752 5555 After Hours 905 70 74 74 1 2307 478 086 000 1010 902 012 959 After Hours 902 012 969 077 130 30 30 After Hours O77 130 30 50 0848 800 724 971 4 390 4785 7 495 797 3525 212 5 22 24 87 70 23 925 000 0212 444 71 72 7 495 7973525 44 496 9669 04 390 4785 or Toll Free 800 4326 0845 161 0050 7 495 797 3525 02 4527 9050 212 22 24 87 70 234 1 2714777 420 261 307737 971 4 390 4785 Contact Support Primary Number Alternative and or After Hours Number Phone Numbers Australia 13 11 47 China 8008106966 8008106966 Carepack customers need pin code Carepack customers need pin code 8008103888 Base warranty Customer Hong Kong 35597333 or 29048338 22923333 India 18004254994 18004258080 Indonesia 6221 57987777 62 213503408 Warranty Japan 0120 247168 Carepack Korea 2199 0911 Working Hours 050 2199 0909 After Hours Malaysia 1800 888 588 1 5 3 Warranty 1800 88 1811 603 2095 1911 Contract New Zealand 0800 664 747 Philippines 632 888 6211 Singapore 1800 272 4333 Contract 65 6272 5300 1 5 3 Warranty Taiwan 0800 211666 02 87227688 Thailand 662 353 9199 Vietnam 84 8 382 34155 84 4 393 50565 Pin code is provided when pur
7. bility towards the end of the document SUBMITTING MANAGING AND VIEWING STATUS OF SUPPORT CASES VIA THE WEB e Go to Support Center at https h20566 www2 hp com portal site hpsc public Under Support Options on the left side of the page go to Get help from HP and select Submit or manage support cases o Registration on Support Center and linking a support agreement to a user ID is required For more information go to https h20566 www 2 hp com portal site hpsc aae home lang en amp cc us amp hpappid SP4TS o If you are a previous ITRC user see the ITRC Users section along the right side of the Support Center home page for assistance with migrating your ITRC profile data to Support Center Problems with Support Center Once logged in Select the Contact HP link at the top left of the page Important information on Bundle vs individual Unit Serial Numbers Many LeftHand HP P4000 Storage Modules are purchased as part of a bundle or SAN package In those cases each node will have a label with its individual serial number but will also have a separate label with the Bundle Serial Number When providing serial numbers to technical support for contract or support entitlement purposes you will always refer to the bundle serial number The bundle serial number is what the warranty and support contract are tied to CALLING SUPPORT NOTE Customers with a Mission Critical support agreement sho
8. chasing the Carepack 10 PURCHASING PRESALES For information on purchasing any of the following your first contact should be with your HP Sales Rep or HP Authorized reseller Spare parts Media Retention Service Allows you to keep defective hard drives with sensitive data rather than returning them Training Services Installation Services Professional Services Etc To contact HP directly on these topics e Americas 800 BUY MYHP e All other regions Find the appropriate number for your country at http welcome hp com country us en wweontact_us html OTHER LEFTHAND P4000 WEB PAGES For general LeftHand P4000 information and links to other useful information www hp com go P4000 ADDENDUM A LINKS SUMMARY P4000 Firmware requirements and update information http www hp com storage spock Go to Other Hardware then iSCSI FCIP DM HP amp Lefthand insight Remote Support General Info http hp com go insightremotesupport Customer Notice htto h20000 www2 hp com bizsupport TechSupport Document jsp lanq en amp cc us amp objectID c025 11754 IRS Standard Migration Guide http bizsupport2 austin hp com bc docs support SupportManual c02478431 c02478431 pdf Download IRS Standard https h20392 www2 hp com portal swdepot displayProductInfo do productNumber RSSTANDARD Receive product alerts and advisories https h30046 www3 hp com SubChoice country us en subhub aspx htto
9. es 7 UTI SOP PORT oe ca azacesastsscctond racy icaacesmnssracnusesa shea teesy couse ae anes aE 8 PURCHASING PRESALES go sccsscgssicssies Voxctase caasebonsesasd slgunsgneaasonanisecnatandesaidsesuaaatkcarsseitatarSala deawantonaitinten 11 OTHER LEFTHAND P4000 WEB PAGES 000 0 o cccccccccscccscscsessesesecscsessesesecscsessesesecscsesseaesecseseeseeecetsesaeaes 11 ADDENDUM A LINKS SUMMARY 00 0 cccccccccccssssecsessesesscssesecsessesecsesaesecseseceeseeseseessesecsessesecsesaeeeeseesesasas 11 ADDENDUM B ACRONYM SUMMARY 0 0 ccccccccccccccscsssseseecscsessesesesscsssssssessesssassesecseseeseeececsesseseeeeeesees 13 ADVICE FROM THE HP LEFTHAND P4000 SUPPORT EXPERTS The HP LeftHand P4000 Support Team has the following recommendations for all LeftHand P4000 SAN owners Always check firmware BIOS and driver versions HP LeftHand P4000 Technical Support strongly recommends that before putting newly installed Storage Modules into production and after adding applicable replacement parts always check the versions of firmware BIOS drivers etc and compare them to the P4000 requirements There are many preventative fixes in proper firmware which can prevent erroneous hard drive failures for example and other improvements that can improve data availability As necessary follow the upgrade instructions provided For documented details register for SPOCK access at http www hp com storage spock You can then access t
10. he document from the SPOCK home page under Other Hardware along the left side of the page then iSCSI FCIP DM HP amp Lefthand Note that on the SPOCK page there is one firmware matrix for the P4800 product and a separate matrix for the other LeftHandP4000 products Install HP Insight Remote Support Receive health status messages create automated Support cases HP LeftHand P4000 Technical Support strongly recommends that you install Insight Remote Support as a means of gathering logs from the SAN receiving automated health status messages from the SAN and auto generating Support tickets when issues are encountered NOTE With SAN iQ version 9 0 and above you are fully compatible with Insight Remote Support For SAN iQ version 8 5 you must first install patch 10076 to be compatible with Insight Remote Support For SAN iQ version 8 1 and below you are not compatible with Insight Remote Support We strongly recommend that you upgrade to a compatible version of SAN iQ e For general Insight Remote Support information http hp com go insightremotesupport e Related Customer Notice htto h20000 www2 hp com bizsupport TechSupport Document jsp lang en amp cc us amp objectID c02511754 e IRS Standard Migration Guide http bizsupport2 austin hp com bc docs support SupportManual c02478431 c02478431 pdf e Download IRS Standard https h20392 www2 hp com portal swdepot displayProductInfo do productNumber RSST
11. le as the method of payment in the other HP contract field on the web registration form Help Registering for Training If you need help registering go to the following link and call the number for your particular country http www hp com education news contact phone html SOFTWARE HARDWARE COMPATIBILITY Go to www hp com go P4000Compatibility LICENSING To license your product go to www webware hp com enter the HP Sales Order Number and follow instructions to complete the registration process You will need the MAC address of the affected storage system s Locating Entitlement Certificates You should have received a blue package envelop with each storage unit and or VSA purchased that contains information on how to access Webware and the license key generation system For replacement Entitlement Certificates send mail to entitlement support hp com This is valid for all HP regions To speed the request please provide e Customer Name amp Address e HP Order number 24W or 26W Locating your HP Sales Order Number The Sales Order can be found in several places Included in the blue package envelop printed on the entitlement certificate Included in the contract information viewable via Support Center Included in an email received from your HP Contract Admin or HP Reseller after the support contract is set up Webware Help From the Webware home page under Resources on the left side of the
12. m CMC Centralized Management Console for SAN iQ CLI Command Line Interface HA DR High Availability Disaster Recovery SAN Storage Area Network SRM VMware Site Recovery Manager SRA Site Recovery Adapter to interface with SRM VSA Virtual Storage Appliance MPIO Multi Path I O DSM Device Specific Module to interface with Microsoft s MPIO framework 13
13. necessary support and can contact other resources as necessary PRODUCT TRAINING For a list of related trainings http hp com education sections storage html The typical course for LeftHand P4000 customers is the HK364s P4000 Configuration and Administration course More info here http www hp com education courses hk364s html Purchase training For information on purchasing product training contact your local HP sales rep authorized reseller or go to the following link and call the number for your particular country http www hp com education news contact phone html When purchasing product you may add an HP Education Services Care Pack along with the product order Training seats that came with the product purchase If training was included with your product purchase a Welcome Letter is sent via email to the customer contact on the order report The email will have the following subject line IMPORTANT HP order information for ACCOUNT NAME The email will explain what you purchased Terms and Conditions account number and a link to the courses If you cannot find your letter be sure it is not in your spam junk folder and Confirm that the person asking for the information is in communication with the contact provided on the sales order Otherwise go to http hp com education sections storage html and register for the HK364s P4000 Administration course If you are unable to locate your welcome letter use Bund
14. page select Help For license moves questions licensing problems or problems with hitp webware hp com contact the licensing center either by phone or email e Americas 1 800 326 0411 Hours of operation 6 00 am to 6 00 pm MST o Or email Americas_password cnd hp com_ Please include the HP sales order number Service Agreement ID SAID serial number and a brief description of the problem e Europe Middle East and Africa Phone 31 55 543 4642 Fax 31 55 543 4645 Hours of operation 9 00 to 18 00 CET Or email Europe_password cnd hp com Please include the HP sales order number Service Agreement ID SAID serial number and a brief description of the problem e Asia Pacific and Japan Phone outside Japan 81 3 3227 5672 English Support Phone within Japan 03 3227 5264 Japanese Support Fax 8 1 3 3227 5238 Hours of operation 9 00 am to 5 00 pm JST Or email Asia_password cnd hp com Please include the HP sales order number Service Agreement ID SAID serial number and a brief description of the problem To determine who your Webware license owner is The license owners were and are determined one of two ways e For legacy customers the license owner is individual that was identified as the primary technical contact in SalesForce before the acquisition e For new customers the license owner is the contact provided by sales on the HP sales order END OF SERVICE LIFE POLICY Go to www hp com go P4000Compati
15. s Follow instructions detailed on that page The following miscellaneous free software components and user documentation are located at www hp com go P4000downloads SAN iQ Management SW DVD Centralized Management Console CMC installer Windows Linux and HPUX SNMP MIBS for SAN iQ Virtual Storage Appliance VSA For Hyper V ESX OVF Zero to VSA Installer and Install and Config Guide SRA for VMware SRM Readme and User Guide HP P4000 SAN User Guide HP P4000 Remote Copy User Guide P4x00 Storage System Quick Restore DVDs and System Recovery Procedures Application Integration Solution Pack DVD Application Aware Snapshot Manager Installer and Deployment Guide API CLI for SAN iQ CLI Sample Scripts and CLI Readme and User Manual MPIO DSM for Windows Installer and User Guide Failover Manger FOM For Hyper V ESX OVF and non ESX Multisite HA DR User Guide Oo e P4800 Blade System Maintenance Guide To download previous versions of SAN iQ and related software components and user documentation go to www hp com go P4000Downloads then go to link titled To download previous software versions of SAN iQ To download specific patches for P4000 LeftHand products go to www hp com e Click on Support and Drivers in the top menu e From the resulting page again select Support and Drivers e Enter product HP LeftHand or other specific product model and click SEARCH e Select your Product then Select Cros
16. s operating system BIOS Firmware Diagnostics etc as the Operating System NOTE SAN iQ CMC version 9 0 and higher can automatically download updates provided it can access the internet and is the preferred method to acquire P4000 updates CONTRACTS AND SUPPORT SERVICES OFFERINGS For information on Support offerings ok to 02b053ce01 amp javax portlet pbp 67778a6e4bb58e57aad4ab02b053ce01 cpcNodeldentifierAsString 3D30533 amp java x portlet prp 67778a6e4bb58e57aad4ab02b053ce01 wsrp navigationalState 3Daction 25253DdetermineNodeContents 25257CcpcNodeldentifierAsString 25253D30533 amp j avax portlet begCacheTok com vignette cachetoken amp javax portlet endCacheTok com vignette cachetoken e Near the bottom of the page select Storage Systems and SAN Solutions e Select a P4x00 product solution then click Expand All for a list of all available services care packs The Supporting Information icon for each item will provide details For Warranty information http h18006 www1 hp com products storageworks warranty html Purchasing uplifting registering renewing updating or other questions on your Support Contract Service Agreement ID SAID Care Pack e Contact your HP Authorized reseller they will work with the HP Distributor to address your contract needs e Orgo to http www esca hp com e Alternatively if you would like to speak to someone immediately contact the following o US and Canada U
17. u will be given a case number and told that you will be contacted by an installer e Europe Middle East Africa Asia Pacific and Japan Typically the customer will be contacted proactively by the Installation Coordination team Otherwise contact your regional Technical Support office see details below to open an installation case Installation Escalations If you are not satisfied with your installation and would like to escalate call e Americas 1 800 633 3600 Wait for the prompt and then speak the following short cut Request An Installation o You will need to reference their installation case number and an escalation will be opened to determine next steps o Ifyou do not have your installation case number you will need your HP sales order number that has the installation purchase on it e Europe Middle East Africa Asia Pacific and Japan Contact your regional Technical Support office see details below to open an installation case Self Installations HP does not support self installations over the phone If you would like to purchase installation services please contact your HP sales representative or HP Authorized Reseller for pricing Demo Evaluation and Proof of Concept Installations For installation services on Demos Evaluations and Proof of Concepts please contact your local Sales Representative Pre Sales Representative or the Partner that you purchased from or are working with The Sales Associate will provide the
18. uld use the alternate Support number provided with the contract Important information on Bundle vs Individual Unit Serial Numbers Many LeftHand HP P4000 Storage Modules are purchased as part of a bundle or SAN package In those cases each node will have a label with its individual serial number but will also have a separate label with the Bundle Serial Number When providing serial numbers to technical support for contract or support entitlement purposes you will always refer to the bundle serial number The bundle serial number is what the warranty and support contract are tied to NOTE Below are the primary Support contact numbers Other paths also exist and take you to the same phone queue e Americas 1 800 633 3600 at the voice prompt say LeftHand Solution e Europe Middle East and Africa Note If your country is not listed contact your local service provider Country ae Austria nacre Slona Belgium Croatia Cyprus Czech Republic Derm Egypt Foro and Finar France Georgia 44 207 9490148 S O Gibraltar 44 207 949 0148 Greece 801 11 47 22 73 Groenia cela land soe ly Bay Jordon Kazakhaan 358 204 912 746 boner 358 204 912 746 Moldov Netherland Plan Saudi Arabia Serbia Slovak republic Slovakia Slovenia South Africa Spain Sweden Switzerland Syria Tajikistan Togo Tunisia Turkey Turkmenistan Ukraine United Arabic Emirates United Kingdom Uzbekist
19. vidual Unit Serial Numbers Many LeftHand HP P4000 Storage Modules are purchased as part of a bundle or SAN package In those cases each node will have a label with its individual serial number but will also have a separate label with the Bundle Serial Number When providing serial numbers to technical support for contract or support entitlement purposes you will always refer to the bundle serial number The bundle serial number is what the warranty and support contracts are tied to INSTALLATION General Installation Services Information http h20219 www2 hp com services us en always on storage installation implementation html jumpid reg_R1002 USEN Purchase Installation Services Contact HP Sales Rep or HP Authorized reseller Schedule Installation IMPORTANT In Americas installation services are not proactively scheduled The customer MUST phone in to schedule There is three to five day scheduling window on all installation requests to be assigned to an HP engineer If the customer requires installation sooner than that i e two days out they can possibly be accommodated for an additional fee e Americas 1 800 633 3600 Wait for the prompt and then speak the following short cut Request An Installation You will need your HP sales order number this number typically starts with 24W or 26W and can be found in the upper right hand corner of your HP invoice that was included in the box with your hardware Yo
20. www hp com go myadvisor https h20566 www2 hp com portal site hpsc public Support Center https h20566 www2 hp com portal site hpsc public Includes Signing up for access Linking SAID to account View Knowledge Base View Support contracts Open support cases via Web Viewing case status 11 Manuals and other technical information http 7h20000 www2 hp com bizsupport TechSupport Document ndex jsp contentlype SupportManual amp lang en amp cc us amp doclndexld 64179 amp taskld 101 amp prodTypeld 12169 amp prodSeriesld 3936136 www hp com go P4000 Under Product Information gt Resource Library HP LeftHand forum http h30499 www3 hp com t5 HP LeftHand P4000 bd p itre 1195 Sign up for Support Community forums http h30499 www3 hp com Latest version of P4000 SAN iQ Software and related components and documentation www hp com go P4000Downloads Previous versions of P4000 SAN iQ Software and related components and documentation www hp com go P4000Downloads then go to link titled To download previous software versions of SAN iQ Download P4000 patches www hp com gt Support and Drivers gt Support and Drivers gt Enter product HP LeftHand or P4000 gt GO gt Select your Product gt Select Cross operating system BIOS Firmware Diagnostics etc Contract administration http www esca hp com Warranty information http h18006 www 1 hp com products storageworks warranty
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