HP 3000 Manuals HP 3000 Manuals
Chapter 6 SUPPORT TOOLS HP Predictive Support by Jennifer Cantele Worldwide Response Center Organization HP PREDICTIVE SUPPORT PROGRAM If you have an HP Warranty or HP SuccessLine hardware support agreement, HP Predictive Support provides proactive hardware support, by monitoring system memory, disk drives, and tape drives. When the onsite HP Predictive Support software detects a potential problem, it transmits a message to the HP Response Center. The Response Center portion of the system stores and screens the data, forwarding problems requiring further analysis to a Response Center Engineer. If onsite action is necessary, the Response Center Engineer will inform the account Customer Engineer, who will work with you until the problem is resolved. UPGRADING TO B.40.00 The onsite HP Predictive Support software has been modified to run on this MPE/iX release. Since HP Predictive Support runs as a system process and interacts extensively with the diagnostic subsystem in order to detect errors, it is essential for the software to adapt to changes in the operating system. New in this release is the flexibility to connect electronically to HP through either a public data network or a dedicated leased line. Additionally, hardware coverage has been expanded to cover SCSI devices and HP`5000 printers. If you plan to upgrade to MPE/iX Release 4.0, you must update to this version of HP Predictive Support in order for the software to accurately detect errors for devices covered under your hardware support agreement. This version of HP Predictive Support is not backwards-or forwards-compatible with earlier or later versions of the operating system. You should run HP Predictive Support just prior to installing the update in order to ensure that any data indicating potential problems is transmitted to the HP Response Center. Only those customers with software already installed should install B.40.00. Customers who do not have HP Predictive Support installed, but do qualify for it (under HP warranty or HP hardware support) should contact Hewlett-Packard, so that a Customer Engineer can perform the initial installation. Do not attempt to perform the initial installation.