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 Procurve Switches - Required Data

Product Number: __8000M (J4110A)  __2400M (J4122A)  __212M (J3298A)
                __1600M (J4120A)  __2424M (J4093A)  __224M (J3299A)
                __4000M (J4121A)

Firmware revision: ___________________________
 
ROM version: _________________________________ 
To get Firmware and ROM versions, at the Main Menu select Status and 
Counters, then General System Information


Attach the following information:

1. Network map showing device(s) involved and network numbers.

2. List of h/w modules installed.

3. List of all software configuration changes you have made. 
   (e.g., Spanning Tree, VLANs, etc.)

4. All statistics available on the product.  The statistics must
   span, in time, the problem episode.

5. Event log.  You can capture the event log in any of the 
   following ways:

 i) You will need a terminal emulator that supports X-modem.
    At the console port, from the Main Menu, choose Diagnostics,
    then Command Prompt, and type:

                      XPUT 'LOG -A'

    then put X-modem into receive mode on your PC; or

 ii) From a console connection or TELNET session, at the 
     Command Prompt, enter:

                      PRINT 'LOG -A'

     and capture/log the output; or

 iii) You will need an TFTP server.  At the Command Prompt,
      enter:

          PUT <TFTP server's IP addr> 'LOG -A' <filename>

6. Browse. You can capture the browse version of the 
   configuration in any of the following ways:

 i) At the console port, from the Command Prompt, enter:

                      XPUT BROWSE

    then start X-modem receive on your PC; or


 ii) From a console connection or TELNET session, at the Command
     prompt, enter:

                     PRINT BROWSE

    and capture/log the output.

 iii) From the web browser interface, select 'Diagnostics', then 
      'Configuration Report'.  You can capture this browse/config
      into a file by various methods:

     i) File->SaveAs ii) File->SaveFrameAs iii) Edit->Copy and Paste

7. Crashrec.  You can get this binary file in any of the following
   ways:

 i) With a console connection, at the Command Prompt, enter:

                     XPUT CRASHREC

   then start X-modem receive on your PC; or

 ii) You will need an TFTP server.  At the Command Prompt, enter:

    PUT <IP address of TFTP server> CRASHREC <remote file name>

8. History.  You can capture the shutdown history in any of the
   following ways:

 i) At the Command Prompt, enter: 

                     XPUT HISTORY

   and start X-modem receive on your PC; or

 ii) From a console connection or TELNET session, at the Command
   Prompt, enter:

                     HISTORY

   and capture/log the output; or

 iii) You will need an TFTP server.  At the Command Prompt, enter:

   PUT <IP address of TFTP server> HISTORY <remote file name>


Precise problem statement: __________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

What data leads you to believe that the switch is not operating 
correctly? __________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

Did the problem begin at installation? ______________________________

How long has the switch been in operation? __________________________

What changes in network conditions/configuration occurred? __________

_____________________________________________________________________

How often does the problem occur? ___________________________________

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 switches 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 1-8 from above!!!

                                                             12 Oct 00