HP Workstations and HP Enterprise Server - Ticket Requirements

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Related Products

CTN	Product ID	Description
MHW-WZ2R4-PEDE	F.01U.319.459	WS - Performance Edition – DE
MHW-WZ2R4-PEUK	F.01U.319.460	WS - Performance Edition – UK
MHW-WZ2R4-PERU	F.01U.319.461	WS - Performance Edition – RU
MHW-WZ4R4-NGDE	F.01U.311.237	WS - High Performance (w/o GC) – DE
MHW-WZ4R4-EEDE	F.01U.311.240	WS - Extreme Edition - DE
MHW-WZ4R4-NGUK	F.01U.311.238	WS - High Performance (w/o GC) - UK
MHW-WZ4R4-EEUK	F.01U.311.241	WS - Extreme Edition - UK
MHW-WZ4R4-NGRU	F.01U.311.239	WS - High Performance (w/o GC) -RU
MHW-WZ4R4-EERU	F.01U.311.242	WS - Extreme Edition -RU
MHW-WZ4R4-HEUS	F.01U.311.243	WS - High Performance -US
MHW-WZ4R4-EEUS	F.01U.311.244	WS - Extreme Edition -US
MHW-AWGC-K620	F.01U.311.245	NVIDIA Quadro K620 2GB Graphics Card
MHW-AWGC-K2200	F.01U.311.256	NVIDIA Quadro K2200 4GB Graphics Card
MHW-AWGC-K4200	F.01U.311.257	NVIDIA Quadro K4400 4GB Graphics Card
MHW-AWGC-K5200	F.01U.311.258	NVIDIA Quadro K5200 8GB Graphics Card
MHW-AWGC-ATIW21	F.01U.311.259	AMD FirePro W2100 2GB Graphics Card
MHW-AWGC-ATIW51	F.01U.311.260	AMD FirePro W5100 4GB Graphics Card
MHW-AWGC-ATIW71	F.01U.311.261	AMD FirePro W7100 8GB Graphics Card
MHW-AWGC-M4000	F.01U.320.346	NVIDIA Quadro M4000 8GB Graphics
MHW-WPD6R1-DE	F.01U.316.037	WS - Mini Desktop Edition - DE
MHW-WPD6R1-UK	F.01U.316.038	WS - Mini Desktop Edition - UK
MHW-WPD6R1-RU	F.01U.316.039	WS - Mini Desktop Edition - RU
MHW-WPD6R1-US	F.01U.316.040	WS - Mini Desktop Edition - US
MHW-WPD6R1-MWDE	F.01U.316.041	WS - Mini Desktop w/ Monitor Wall - DE
MHW-WPD6R1-MWUK	F.01U.316.042	WS - Mini Desktop w/ Monitor Wall - UK
MHW-WPD6R1-MWRU	F.01U.316.043	WS - Mini Desktop w/ Monitor Wall - RU
MHW-WPD6R1-MWUS	F.01U.316.044	WS - Mini Desktop w/ Monitor Wall - US
MHW-S380R8-SC	F01U280405	Bosch Standard Application Server (WW)
MHW-S380R8-SCUS	F01U279506	Bosch Standard Application Server (US)
MHW-S380R9-SC	F.01U.314.766	Bosch Standard Application Server (WW)
MHW-S380R9-SCUS	F.01U.314.765	Bosch Standard Application Server (US)
MHW-WZ4G4-HEN2	F.01U.353.747	Z4 G4 Management Workstation

The data collected based on the basic questionnaire (diagnostic checklist) should be used to provide the necessary information on the reported issue when opening the HP or HPE support ticket if the issue cannot be solved by simple actions described in the questionnaire.

Diagnostic Preparation Checklist HP Workstations & Servers:

 To help us provide you with a fast and efficient service, please complete this template before calling HP, or attach it when submitting a case on the HP Support Case Manager.

http://www.hp.com/go/hpsc

General Information

* Mandatory fields

• Company name*
• Company Priority Access PIN code *
• Customer contact name *
• Phone number *

• Service address/country * (location of the unit to repair)

• Contact email address *

Symptom specific Information

* Mandatory fields

Product information

• • Product number * See label E.g.: M3P18EC#ACB
  • Serial number * See label E.g.: CZC5xxxxxx, 2UA3xxxxxx

  • Model number See label E.g.: Z440

  • Bios / firmware
  • Operating system
  • Service pack
  • Image source

Diagnostic checklist

• Description of incident * E.g.: no power, fatal system error occurred
• If the problem has already been diagnosed, fully document the diagnosis, process and tools used.
• Have any other problems with this system been reported? If so, please describe them.

• Was HP diagnostic software used? (Yes / No) If so, what were the results?

• Are any error messages displayed on the monitor? Please provide a full, detailed description.
• Are any LED lights on? (Yes / No) Which lights and what colour are they?

• Are the LEDs blinking? (Yes / No) If so, what is the blink pattern?

• Are the fans spinning? (Yes / No)

• Are there any sounds or beeping? (Yes / No) If so, please describe them. Please describe any sounds, and when they occur.

• Can user see Hewlett Packard logo when booting up?  (Yes / No)
• Can the Microsoft Windows logo or other operating system logo be seen?  (Yes / No)

• Has the system been tested with a known good power supply and / or battery?   (Yes / No)

• Was the system tested with a known good monitor? (Yes / No) What were the results?