Chapter 5
Troubleshooting
Running Diagnostic Software Tools
103
Producing a Support Ticket
To produce a complete record of your system’s configuration and test results, you must create a support
ticket. This is a simple text file that contains essential information and is designed to assist your local or HP
support agent.
To produce a support ticket, from the Welcome to e-DiagTools Menu:
Step 1. Start e-DiagTools and select Run e-DiagTools for IPF from the main menu.
Step 2. Select 2—Run e-DiagTools Basic System Test (BST) to run the basic diagnostics on your
system, if you have not already done so.
e-DiagTools scans your system. The configuration description displays on the screen when the
configuration detection phase is complete.
Step 3. Select 2—Continue test to run the rest of the basic diagnostics test. The results will display on the
screen. For example:
**********************************************
e-DiagTools for IPF rev. A.01.39 (c) Hewlett-Packard Company, 2002
Test Results
Tests passed. No errors found.
If you still experience problems with your system, try the following:
1. Power off and restart your system.
2. Update the system's firmware.
3. Back up your data and contact your HP Support Agent for more advice.
1-Help 2-Advanced 3-Exit 4-Support Ticket
Step 4. After the test is complete, press 4. The support ticket will display on the screen. For example:
------------------------------------------
HEWLETT-PACKARD e-DiagTools Support Ticket
------------------------------------------
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Your system: HP - rx1620
Diagnostic: System Test Passed
Date/Time: 05/01/2003 14:37:41
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
• The support ticket is a screen that displays a complete record of the test results and the
system's configuration. It is the most effective way of communicating this essential information
to your support provider.
To Next Page
Loading...
Need help?
General