Lewan Technology Blog

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:
o    A sample filename of the .zip logfile being collected by Service / Health Check.
o    The name of the host server where Service Console / Health Check is installed.
o    The information used to populate the “company name” field during Service Console / Health Check installation.

Sign up to receive product alerts and advisories.
•    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
o    Registration 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”

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”.
o    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
    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&categoryId=1195

Sign up for IT Resource forums: http://forums11.itrc.hp.com/service/forums/home.do?admit=109447626+1271815563215+28353475

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&prodSeriesId=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
o    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”

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.”)

Also check out Lewan's Blog Posts for other download links and info, here:

SAN/iQ 8.5 New Download Location for Patch Upgrading from Previous Versions:
http://blog.lewan.com/2010/05/28/hp-lefthand-networks-san-iq-8-5-new-download-location-for-patch-upgrading-previous-versions/

SAN/iQ 8.5 Download Location and Info:
http://blog.lewan.com/2010/04/07/release-hp-lefthand-saniq-8-5-download-location-and-info/

Easy FTP Links to HP Lefthand Networks Software and Code:
http://blog.lewan.com/2009/09/14/easy-ftp-links-to-hp-lefthand-networks-software-and-code/

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;
o    US 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
o    Latin America
Tel: +1 305 267-4220
o    Europe, Middle East and Africa
Email UK&I_ContractAdministration@hp.com
o    Asia 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
o    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 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.

Go to: www.hp.com/go/P4000Compatibility

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.
o    Registration 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&ValidateMode=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
o    Or email Americas_password@cnd.hp.com 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 Europe_password@cnd.hp.com 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 Asia_password@cnd.hp.com 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

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
o    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”

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.

Please also see the Lewan Blog post regarding contacting HP Lefthand P4000 support, which will help navigate through the automated phone system:
http://blog.lewan.com/2010/02/03/hp-lefthand-networks-technical-support-contact-info-phone-numbers/

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”

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
o    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 general LeftHand / P4000 information and links to other useful information:
http://h18006.www1.hp.com/storage/highlights/lefthandsans.html

HP P4000G2 Product Page: www.hp.com/go/P4000

P4000 Firmware requirements and update information:
http://www.hp.com/storage/spock Go to “Other Hardware”, then “iSCSI / FCIP / DM (HP & Lefthand)”

ITRC: http://www.itrc.hp.com Includes:
        - Signing up for access
- Knowledge Base
        - View Support contracts
        - Open support cases via Web
        - Viewing case status
        - Software Update Manager
        
Instructions for linking SAID to ITRC account: http://www.itrc.hp.com/service/entitlements/linkSupportAgreement.do

Download latest version (8.5) of P4000 SAN/iQ Upgrade Software:
http://h20000.www2.hp.com/bizsupport/TechSupport/SoftwareDescription.jsp?lang=en&cc=us&prodTypeId=18964&prodSeriesId=3832580&prodNameId=4024943&swEnvOID=2078&swLang=13&mode=2&taskId=135&swItem=co-83610-1

Download Miscellaneous P4000 Software: (does not include full releases of San/iQ or Recovery images): www.hp.com/go/P4000Downloads

Download P4000 System Recovery Images, and past versions of P4000 SAN/iQ Upgrade Software
www.itrc.hp.com/service/sum/home.do

Download P4000 patches: www.hp.com > Support and Drivers > Download drivers and software (and firmware) > Enter product “HP LeftHand” or “P4000” > GO > Select your Product > Select “Cross operating system (BIOS, Firmware, Diagnostics, etc.”)

Service Console – Health Check installation instructions: http://bizsupport1.austin.hp.com/bc/docs/support/SupportManual/c01744668/c01744668.pdf

Sign up for product alerts via Subscribers Choice: https://h30046.www3.hp.com/SubChoice/country/us/en/signin.aspx

Software update notifications via ITRC/SUM: https://www13.itrc.hp.com/service/sum/manageNotification.do

Technical documentation: 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

General information: including technical documents under Product Information > Resource Library www.hp.com/go/P4000

General information: http://h18006.www1.hp.com/storage/highlights/lefthandsans.html

HP/LeftHand forum: http://forums13.itrc.hp.com/service/forums/categoryhome.do?admit=109447627+1271655072432+28353475&categoryId=1195

Sign up for IT Resource forums: http://forums11.itrc.hp.com/service/forums/home.do?admit=109447626+1271815563215+28353475

Info on Support Contracts and Service offerings: http://h18006.www1.hp.com/storage/highlights/lefthandsans.html

Installation Services Information:
http://dccappshares01.austin.hp.com/SALES_LIBRARY-PRO/CONCENTRA/Autofed%20Content/UCM/UCM-Concentra/Pub/ucm4AA2-4817ENW/4AA2-4817ENW.pdf

Product training: http://hp.com/education/sections/storage.html

Purchasing training seats:
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

Help Registering for Training: http://www.hp.com/education/news/contact-phone.html

Software / Hardware compatibility and End of Life policy: www.hp.com/go/P4000Compatibility

Licensing: http://webware.hp.com

Licensing help: Americas_password@cnd.hp.com Europe_password@cnd.hp.com Asia_password@cnd.hp.com

Webware User Guide:
https://webware.hp.com/licensinghome/LicenseManagementGuide.asp?&SignIn=N&RedirectID=hppwelcome.asp&ValidateMode=False&FromPage=LicenseManagementGuide.asp

Entitlement Certificates: entitlement.support@hp.com

Viewing case status: http://www.itrc.hp.com

Purchasing / Presales: (non-Americas) http://welcome.hp.com/country/us/en/wwcontact_us.html
For Americas, dial 800-BUY-MYHP