HP StorageWorks P4000 Series Firmware-Update

HP LeftHand / P4000

Support Resource Guide

NOTE: The information below will be kept up to date at the following link, which will be available soon:

www.hp.com/go/P4000Support

[CTRL + click on the applicable link]

ADVICE FROM THE HP LEFTHAND /P4000 SUPPORT EXPERTS.................................................................. 2

Firmware, BIOS, Driver updates

Service Console / Health Check

SUPPORT FOR DEMOS /EVALUATIONS /PROOF OF CONCEPTS.................................................................. 2

FINDING MANUALS AND OTHER TECHNICAL INFORMATION ......................................................................... 3

FINDING SOFTWARE AND PATCHES................................................................................................................... 3

CONTRACTS AND SUPPORT OFFERINGS............................................................................................................ 4

INSTALLATION ....................................................................................................................................................... 5

PRODUCT TRAINING............................................................................................................................................. 5

SOFTWARE /HARDWARE COMPATIBILITY........................................................................................................ 6

LICENSING.............................................................................................................................................................. 6

END-OF-LIFE POLICY............................................................................................................................................. 7

SUBMITTING SUPPORT CASES VIA THE WEB...................................................................................................... 7

CALLING SUPPORT................................................................................................................................................ 8

VIEWING CASE STATUS...................................................................................................................................... 10

PURCHASING /PRESALES ................................................................................................................................. 11

OTHER LEFTHAND /P4000 WEB PAGES..................................................................................................... 11

ADDENDUM A–LINKS SUMMARY .................................................................................................................. 11

ADDENDUM B–ACRONYM SUMMARY .......................................................................................................... 13

ADVICE FROM THE HP LEFTHAND /P4000 SUPPORT EXPERTS

The HP LeftHand P4000 Support Team has the following recommendations for all iSCSI 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. 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 the document from the SPOCK home page under “Other Hardware” down the left side of the page,

then “iSCSI / FCIP / DM (HP & Lefthand)”

Install and run Service Console / Health Check – Receive health status emails

HP LeftHand P4000 Technical Support strongly recommends that you download and install the Service Console/Health

Check utility. This will allow you to send daily SAN logs to Support for SAN health assessments and key troubleshooting

assistance should an issue arise. Installing Service Console / Health Check also gives you the opportunity to receive daily

emails reporting the health of your SAN.

•Service Console is available on the SAN/iQ Management Software CD, which was included with your product, or can

be downloaded from: www.hp.com/go/P4000Downloads

•Installation instructions are located here:

http://bizsupport1.austin.hp.com/bc/docs/support/SupportManual/c01744668/c01744668.pdf

•To sign up for Health Status Emails, open a Support ticket either via the ITRC web site, or by calling support with your

request. Include the email address or distribution list you want the daily emails sent to. Also, to help us identify your

log file, include one or more of the following:

oA sample filename of the .zip logfile being collected by Service / Health Check.

oThe name of the host server where Service Console / Health Check is installed.

oThe information used to populate the “company name” field during Service Console / Health Check installation.

•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/signin.aspx

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.

•To receive software update notifications via email from ITRC/SUM, go to:

https://www13.itrc.hp.com/service/sum/manageNotification.do

oRegistration on ITRC and linking a support agreement to a user ID is required. For more information, go to:

http://www.itrc.hp.com and

http://www.itrc.hp.com/service/entitlements/linkSupportAgreement.do

Problems with ITRC? Once logged in, Select the “Contact HP” link at the top-left section of the page.

Select “ask a question about using the IT resource center”

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 TECHNICAL INFORMATION

To download P4000 / LeftHand user manuals and other support documentation go to:

http://h20000.www2.hp.com/bizsupport/TechSupport/DocumentIndex.jsp?lang=en&cc=us&taskId=101&prodClassId=-

1&contentType=SupportManual&docIndexId=64180&prodTypeId=12169&prodSeriesId=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 ITRC at: http://www.itrc.hp.com and select “search

knowledge base”.

oRegistration on ITRC and linking a support agreement to a user ID is. For more information, go to:

http://www.itrc.hp.com and http://www.itrc.hp.com/service/entitlements/linkSupportAgreement.do

Problems with ITRC? Once logged in, select the “Contact HP” link at the top-left section of the page. Select

“ask a question about using the IT resource center”

For additional P4000 technical documents, go to: www.hp.com/go/P4000

Under Product Information, select Resource Library

View the HP/LeftHand forum:

http://forums13.itrc.hp.com/service/forums/categoryhome.do?admit=109447627+1271655072432+28353475&categ

oryId=1195

http://forums11.itrc.hp.com/service/forums/home.do?admit=109447626+1271815563215+28353475

FINDING SOFTWARE AND PATCHES

The following miscellaneous software components are located at: www.hp.com/go/P4000downloads

•Centralized Management Console – CMC (Included on Management SW CD)

•Command Line Interface - CLI (Included on Management SW CD)

•CLI sample scripts and documentation

•Fail Over Manager (Included on Management SW CD)

•SNMP MIBS (Included on Management SW CD)

•Service Console (Health Check) (Included on Management SW CD)

•Windows Solution Pack (MPIO DSM, VSS hardware provider)

•Windows Solution Pack user guide

•VSA for VMware ESX

•SRA for VMware SRM

•HP P4000 SAN Solutions user guide

•HP P4000 Remote Copy user guide

To download the latest full release version of SAN/iQ (currently version 8.5) go to:

http://h20000.www2.hp.com/bizsupport/TechSupport/SoftwareDescription.jsp?lang=en&cc=us&prodTypeId=18964&pro

dSeriesId=3832580&prodNameId=4024943&swEnvOID=2078&swLang=13&mode=2&taskId=135&swItem=co-83610-1

To download System Recovery images and legacy (pre-8.5) full release versions of SAN/iQ, go to:

www.itrc.hp.com/service/sum/home.do

•Click on Software Update Manager (SUM), then Click on Download Updates

•Registration on ITRC and linking a support agreement to a user ID is required to access full upgrades and recovery CDs.

For more information, go to:

http://www.itrc.hp.com and http://www.itrc.hp.com/service/entitlements/linkSupportAgreement.do

oProblems with ITRC? Once logged in, select the “Contact HP” link at the top-left section of the page. Select

“ask a question about using the IT resource center”

To download specific patches for P4000 / LeftHand products, go to: www.hp.com

•Click on “Support and Drivers” in the top menu

•Select task : “Download drivers and software (and firmware)”

•Enter product “HP LeftHand” and click GO

•Select your Product, then Select “Cross operating system (BIOS, Firmware, Diagnostics, etc.”)

CONTRACTS AND SUPPORT OFFERINGS

For data sheets on Support offerings:

•Go to: http://h18006.www1.hp.com/storage/highlights/lefthandsans.html

•On the left side, under Customer Assistance, select ‘Services’

•If you scroll to the bottom of the page you will see a link under Storage Technology Services and you will click Storage

Support

•At the Storage Services/Storage Support page, select the support offering you are looking for.

Purchasing, uplifting, registering, renewing, updating or other questions on your Support Contract /

Service Agreement ID (SAID) Care Pack:

•Contact your HP Authorized reseller; they will work with the HP Distributor to address your contract needs.

•Alternatively, if you would like to speak to someone immediately, contact the following;

oUS and Canada

US 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

oLatin America

Tel: +1 305 267-4220

oEurope, Middle East and Africa

Email UK&[email protected]

oAsia Pacific and Japan

Contact your local Sales Representative or Reseller

Viewing your current contracts

From http://www.itrc.hp.com, under My Profile, select View Support Agreements, HP Care Packs and Warranties.

•Registration on ITRC and linking a support agreement to a user ID is. For more information, go to:

http://www.itrc.hp.com and http://www.itrc.hp.com/service/entitlements/linkSupportAgreement.do

oProblems with ITRC? Once logged in, select the “Contact HP” link at the top-left section of the page. Select

“ask a question about using the IT resource center”

•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 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 contracts are tied to.

INSTALLATION

General Installation Services Information:

http://h20195.www2.hp.com/v2/GetPDF.aspx/4AA2-4817ENW.pdf

Purchase Installation Services: Contact HP Sales Rep or HP Authorized reseller.

Schedule Installation:

VERY 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.

•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 and can be found in the upper right

hand corner of your HP invoice that was included in the box with your hardware.

You will be given a case number and told that you will be contacted by an installer.

•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:

•Americas: 1-800-633-3600

Wait for the prompt and then speak the following short-cut “Request An Installation”

oYou will need to reference their installation case number and an escalation will be opened to determine next

steps.

oIf you do not have your installation case number, you will need your HP sales order number that has the

installation purchase on it.

•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

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 courses for LeftHand / P4000 customers are The HJ850s “P4000 Basic” and HJ851s “P4000 Advanced”

courses. Note that as of mid-June, 2010, these two courses will be replaced with the HK364s P4000 Administration course.

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 either HJ850s and/or HJ851s courses.

Note that as of mid-June, 2010, these two courses will be replaced with the HK364s P4000 Administration course. If you

are unable to locate your welcome letter, use “Bundle” 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 http://webware.hp.com, click Generate new licenses, enter the HP Sales Order

Number, and follow instructions to complete the registration process.

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:

•Customer Name & Address

•HP Order number 24W# or 26W#

To receive entitlement Certificates electronically instead of by postal mail:

In order to receive License Entitlement Certificate electronically, please change the notification method to e-mail from postal

mail by selecting the “manage software notification” link from www.itrc.hp.com/service/sum/home.do

•Select the “change notification method to email” link and submit appropriate changes.

oRegistration on ITRC and linking a support agreement to a user ID is required. For more information, go to:

http://www.itrc.hp.com and http://www.itrc.hp.com/service/entitlements/linkSupportAgreement.do

Problems with ITRC? Once logged in, select the “Contact HP” link at the top-left section of the page.

Select “ask a question about using the IT resource center”

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 ITRC

- Included in an email received from your HP Contract Admin or HP Reseller after the support contract is set up.

Webware User Guide:

https://webware.hp.com/licensinghome/LicenseManagementGuide.asp?&SignIn=N&RedirectID=hppwelcome.asp&Validat

eMode=False&FromPage=LicenseManagementGuide.asp

For license moves, questions, licensing problems, or problems with http://webware.hp.com contact the

licensing center either by phone or email.

•Americas:

1-800-326-0411 - Hours of operation: 6:00 am to 6:00 pm MST

oOr email [email protected]om Please include the HP sales order number, Service Agreement ID

(SAID), serial number and a brief description of the problem.

•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 [email protected] Please include the HP sales order number, Service Agreement ID (SAID), serial

number and a brief description of the problem.

•Asia Pacific and Japan:

Phone: (outside Japan) (+81-3-3227-5672) - English Support

Phone: (within Japan) 03-3227-5264 - Japanese Support

Fax: (+81-3-3227-5238)

Hours of operation: 9:00 am to 5:00 pm JST

Or email [email protected] 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;

•For legacy customers; the license owner is individual that was identified as the primary technical contact in SalesForce

before the acquisition.

•For new customers; the license owner is the contact provided by sales on the HP sales order

END-OF-LIFE POLICY

Go to: www.hp.com/go/P4000Compatibility End of life policy is on Page 8.

SUBMITTING SUPPORT CASES VIA THE WEB

From http://www.itrc.hp.com, go to “Support Case Manager”, the “Software Case” then submit your case following on-

screen instructions

•You must have an account on ITRC, and a SAID linked to that account. For more information, go to:

http://www.itrc.hp.com and http://www.itrc.hp.com/service/entitlements/linkSupportAgreement.do

oProblems with ITRC? Once logged in, select the “Contact HP” link at the top-left section of the page. Select

“ask a question about using the IT resource center”

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 should 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.

•Americas

1-800-633-3600, at the voice prompt, say “LeftHand Solution”

•Europe, Middle East and Africa

Note: If your country is not listed, contact your local service provider

Country HP Contract Support numbers

Algeria +213 21 67 66 66

Angola +234 1 27 14 777

Armenia +7 495 797 3525

Austria 08 1000 2000

Azerbaijan +7 495 797 3525

Bahrain +971 4 390 4785

Belarus +7 495 797 3525

Belgium 078 250 144

Bulgaria 2 960 1963

Croatia 1 6060 230

Cyprus +30 210 876 1880

Czech Republic 261 307 505

Denmark 35 25 65 00

Egypt 0800 888 7 888

Estonia 6 813 823/ After hours: +358 204 912 746

Faroe Islands +45 3525 6500

Finland 0203 203 00 or 0203 225 00

France 0825 00 4123

Georgia +7 495 797 3525

Germany 01805 332 525

Gibraltar +44 207 949 0148

Greece 801 11 47 22 73

Greenland +45 3525 6500

Guernsey 0870 842 2330

Hungary 06 1 382 11 22

Iceland +45 3525 6500

Iraq +971 4 390 4785

Ireland 1850 924 590

Israel 09 7623 300

Italy 02 4527 9050

Jersey 0870 842 2330

Jordan +971 4 390 4785

Kazakhstan +7 495 797 3525

Kenya 020 272 0846

Kosovo 6324 0005

Kuwait +971 4 390 4785

Kyrgyzstan +7 495 797 3525

Latvia 67 030 721 / Toll free: 800 80 12/ After Hours:

+358 204 912 746

Lebanon +971 4 390 4785

Liechtenstein 0848 800 724

Lithuania 5 210 3333 / Toll free: 800 10000/ After Hours:

+358 204 912 746

Luxembourg 27 303 111

Madagascar + 212 22 40 47 47

Mauritius +27 11 785 1000

Moldova +7 495 797 3525

Monaco +33 1 70 20 00 38

Montenegro 6324 0005 or +49 6966404301

Morocco 05 22 24 87 70

Netherlands 0900 115 0000

Nigeria 01 2714777

Norway 800 56044

Oman +971 4 390 4785

Poland 0801 300 310

Portugal 808 218 218 or 808 203 203

Quatar +971 4 390 4785

Reunion +212 22 40 47 47

Romania 021 303 84 01

Russia - Moscow 495 797 3525

Russia - St. Petersburg 812 346 7982

San Marino +39 02 4527 9050

Saudi Arabia 800 897 1451

Serbia 63240005 or +49 6966404301

Slovak republic / Slovakia 02 5752 5555/ After Hours: 905 70 74 74

Slovenia 1 2307 478

South Africa 086 000 1010

Spain 902 012 959/ After Hours: 902 012 969

Sweden 077 130 30 30/ After Hours: 077 130 30 50

Switzerland 0848 800 724

Syria +971 4 390 4785

Tajikistan +7 495 797 3525

Togo +212 5 22 24 87 70

Tunisia 23 925 000

Turkey 0212 444 71 72

Turkmenistan +7 495 7973525

Ukraine 44 496 9669

United Arabic Emirates 04 390 4785 or Toll Free: 800 4326

United Kingdom 0845 161 0050

Uzbekistan +7 495 797 3525

Vatican City State 02 4527 9050

West Africa, French-Speaking countries +212 22 24 87 70

West Africa, English Speaking countries +234 1 2714777/ +420 261 307737

Yemen +971 4 390 4785

Asia Pacific and Japan

Contact Support

Phone Numbers

Primary Number Alternative and/or After Hours Number

Australia 13 11 47

China 8008106966

(Carepack customers need pin code *)

8008103888 (Base warranty Customer)

8008106966

(Carepack customers, need pin code *)

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 purchasing the Carepack

VIEWING CASE STATUS

From http://www.itrc.hp.com, under Resources, select Support Case Manager

•Registration on ITRC and linking a support agreement to a user ID is. For more information, go to:

http://www.itrc.hp.com and http://www.itrc.hp.com/service/entitlements/linkSupportAgreement.do

oProblems with ITRC? Once logged in, select the “Contact HP” link at the top-left section of the page. Select

“ask a question about using the IT resource center”

Andere Handbücher für StorageWorks P4000 Series

Dieses Handbuch passt für folgende Modelle

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