NOTE: This form is used to collect required data at the request of an HP Support Engineer for an open support call. Do NOT use it to open a new call. If you need to open a new call, please see the information at http://www.hp.com/go/hpprocurve and select "technical support", then "support services". HP Advancestack 10 Mbps Hub - Required Data Product Name: _______________________________________________________ Product Number: _____________________________________________________ ROM version: ________________________________________________________ EEPROM version (If applicable): _____________________________________ H/W version (If applicable): ________________________________________ DMM version (If applicable): ________________________________________ What modules are installed in hub (example: switch, SNMP, Router, transceivers)? ______________________________________________________ _____________________________________________________________________ Attach the following information: 1. Network map showing device(s) involved and network numbers assigned, if any. 2. List of all software configuration changes you have made. (e.g. setting IP address) 3. All counters available on the product. The statistics must span, in time, the problem episode. Precise problem statement: __________________________________________ _____________________________________________________________________ _____________________________________________________________________ Did the problem begin at installation? ______________________________ How long has the hub been in operation? _____________________________ How often does the problem occur? ___________________________________ What changes in network conditions/configuration occurred? _________ _____________________________________________________________________ What is the current workaround, if any? _____________________________ _____________________________________________________________________ When you followed the procedures described in the product's Troubleshooting documentation, what were the results? _______________ _____________________________________________________________________ _____________________________________________________________________ (All HP hubs have a Troubleshooting section in the Installation, User's or Reference Manual) What troubleshooting have you done beyond the steps described in the manuals, and what were the results? _________________________________ _____________________________________________________________________ _____________________________________________________________________ If you have network management (e.g. Toptools) that can monitor the device, what is the product and what information does it report? ____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ Call ID _____________________________________________________________ HP Support engineer name ____________________________________________ Customer name _______________________________________________________ Customer's company name _____________________________________________ Customer phone # ______________________ Fax # _______________________ Customer email ______________________________________________________ Reminder: Include attachments 1-3 from above!!! 12 Oct 00