what is my "product" number ? - need to open h/w service call

[John Kittel]

HP-UX 11i, rp7410 server, memory failure.

I need to open a service call. The web support call manager wants to make me tell it my "product" number. In the past I have just given it my system handle and it has allowed me to then look up the product number, most recently a couple weeks ago. This time it won't let me do that. It's saying it can't retrieve products for my support agreement, and that HP may be having a problem, so I should enter the product number myself. But I don't know how to find out what is the product number for my failed memory DIMMs.

- John Kittel

[Pete Randall]

John,

The way I normally do this is to look it up on a hardcopy of my support agreement. If you don't have one, then tell us the size of the DIMMS and we can probably figure it out for you, or you could try looking it up yourself at partsurfer:

http://partsurfer.hp.com/cgi-bin/spi/main



Pete

[Jean-Luc Oudart]

If you open your support agreement for your specific system handle, you will find in the "hardware" section, the product number is 1st column.

example for N-Class
A4923A 1024MB High Density SyncDram memory module.

Regards,
Jean-Luc

[Robert-Jan Goossens]

Hi John,

Ignite installed ?

# print_manifest | grep Serial

Robert-Jan

[Geno Church_1]

John, This is pretty easy to find out..Simply run stm -c ....then

root@xxxxxxx:/var/opt/resmon/log $ stm -c
Running Command File (/usr/sbin/stm/ui/config/.stmrc).

-- Information --
Support Tools Manager


Version A.34.00

Product Number B4708AA

(C) Copyright Hewlett Packard Co. 1995-2002
All Rights Reserved

Use of this program is subject to the licensing restrictions described
in "Help-->On Version". HP shall not be liable for any damages resulting
from misuse or unauthorized use of this program.

cstm>sel dev 1
cstm>info
-- Updating Map --
Updating Map...
cstm>il <-----the first bit of info once this command is ran will tell you the product number and a lot more info....

Reagrds,
Geno

[Sridhar Bhaskarla]

Hi John,

You can get it from cstm

cstm>map
cstm>sel dev 1
cstm>info
cstm>infolog

Look at Original Product Number in the output.

-Sri

[Tom Ward_1]

Hello John,

You should be able to give them the serial number to open a hardware call. You can get it remotely via STM in the newer RP* boxes. In mstm select the "system" line, then tab, Tools, Information, Run.

Once the report comes up it'll show the serial number. Ha! Looks like product number as well.

If it's an old K-class, you'll have to visit the box.

Good luck,
Tom

[John Kittel]

Wow! You guys are fast, and good.

Thanks for the help. I can get what I need now.

A couple points to make however. Several of your replies told me how to find the system serial number. I don't need help with that. I already knew my serial number for the system. It's the DIMM product number I need. The problem I was having with the support call manager is that unlike in the past, now it won't let me give it a handle, serial number, or support agreement, and then let me look up the product number. It wants to make me enter the product number myself.

I will sort out which replies worked to give me the info I needed and assign points shortly.

- John

[Pete Randall]

John,

I can offer you this: the 2GB DIMMS are A6097AR.


Pete

[Bill Hassell]

You don't open up a service call for DIMMs, you open the call for the computer. There's no guarentee that the DIMM is the problem, or the only problem. Your detailed contract will have all the product numbers but they aren't needed to open a call.