Hewlett Packard Enterprise Instant Support Professional Edition

Problem description: iLo has indicated there is a bad memory stick

Page 1 of 3

Print active chat

[Monday, November 28, 2016 8:02 AM] -- Automatically generated message:
Welcome to Hewlett Packard Enterprise’s Live Chat! A technical support representative has received your support request
and will be with you in approximately 2 minutes
[Monday, November 28, 2016 8:02 AM] -- Automatically generated message:
A Support specialist, Shubhraditya D has been assigned to your case.
[Monday, November 28, 2016 8:02 AM] -- Automatically generated message:
For reference, your Case ID is 5315290470

[Monday, November 28, 2016 8:02 AM] -- Shubhraditya D says:
Hello Steve, thank you for contacting HPE instant chat support. My name is Shubhraditya D and I am happy to assist you
today.
[Monday, November 28, 2016 8:02 AM] -- Shubhraditya D says:
Before we proceed, please confirm if the following information is correct with respect to the unit in question:
Server Location (Country): US:US
Product description: HPE ProLiant DL380 Gen9 Server
Product number: 850519-S01
Serial Number: MXQ62602F1
Phone number: 731-2887377
E-mail ID: sstollings@downhomebank.com
Company: Security Bank

Please also provide us your mobile phone number, this is will help us get in touch with you if we drop out of chat session
or in case we have to reach you for follow up regarding this case
Mobile Phone number:
Also let me know the below mentioned information regarding the location of the server
Street Address (no PO Box, please) :
City, State and Zip Code

[Monday, November 28, 2016 8:03 AM] -- Steve Stollings says:
901-378-9495
[Monday, November 28, 2016 8:03 AM] -- Steve Stollings says:
120 North Mill Ave Dyersburg TN 38024
[Monday, November 28, 2016 8:04 AM] -- Steve Stollings says:
the information is correct

[Monday, November 28, 2016 8:04 AM] -- Shubhraditya D says:
Are you referring to the serial number MXQ62602F1 which is an HPE ProLiant DL380 Gen9 Server?
[Monday, November 28, 2016 8:05 AM] -- Automatically generated message:
iLo1.PNG has been sent to your support specialist.
[Monday, November 28, 2016 8:05 AM] -- Steve Stollings says:
yes
[Monday, November 28, 2016 8:06 AM] -- Steve Stollings says:
I uploaded a screenshot of the iLo dashboard

[Monday, November 28, 2016 8:07 AM] -- Shubhraditya D says:
Okay. Please share the AHS Logs from ILO:
STEPS TO COLLECT AHS LOGS FROM ILO4:
1.
2.
3.
4.

Enter the IP address of iLO 4 at the address bar of web-browser.
It will open the Login screen of iLO 4 as shown below.
Once you login to iLO, click on Active Health System Log
Now you will be at Active Health System Log page.

https://h50203.www5.hp.com/HPISWeb/customer/PrintChat.aspx?CaseID=130092971&...

11/28/2016

November 28. November 28.aspx?CaseID=130092971&. 2016 8:11 AM] -. Tennessee.Shubhraditya D says: Also send CE to replace the part.48. 2016 8:47 AM] -. Please provide 10 mins to process the case [Monday.Shubhraditya D says: Sorry for delay in response.67) Login: es290470 Password: X9gj$UJ7 (NOTE: CASE-sensitive) [Monday. Failover: 15.sstollings@downhomebank. Steve https://h50203. Select range of AHS log in days (Select From and To field ) 6.Shubhraditya D says: Thank you for staying connected.Steve Stollings says: contact info correct [Monday.120 N MILL AVE. November 28. 2016 8:20 AM] -.. November 28. 2016 8:45 AM] -.Shubhraditya D says: I checked the logs.hpe. 2016 9:14 AM] -.Shubhraditya D says: Thank you for staying connected.hpe. 2016 8:45 AM] -. 11/28/2016 .Steve Stollings says: Okay.164. November 28. November 28.hp.Security Bank Address .ext.Steve Stollings says: No [Monday. November 28. i will replace the DIMM and also system board as showing error error. the file is uploaded [Monday. 2016 8:52 AM] -.ext.com/hprc FTP Access : ftp://es290470:X9gj$UJ7@h1. Also processor 2 [Monday.ext.Shubhraditya D says: You can upload the logs in below FTP folder SFTP Access : sftp -o Port=2222 es290470@h1.Shubhraditya D says: Thank you.241.ext.Steve Stollings says: Just ask for Steve Stollings or Jared Agee [Monday. Save the AHS log now NOTE : Please select the start date 1 day prior to today [Monday. 2016 8:42 AM] -.ext.75. 2016 8:42 AM] -. 2016 8:43 AM] -.com Drop Box Host: h1.www5.Shubhraditya D says: Thank you. November 28. Please provide 10 mins.Shubhraditya D says: ******SITE ACCESS REQUIREMENTS***** Does customer have site access requirement: YES or NO If yes then document: CE Name Required: YES or NO CE Car License Plate: YES or NO CE Phone Number: YES or NO CE Email address: YES or NO [Monday.com (15. . 2016 8:47 AM] -. 2016 8:18 AM] -. Enter the Contact Information 7.Hewlett Packard Enterprise Instant Support Professional Edition Page 2 of 3 5. You will receive a Download window. November 28. November 28. DYERSBURG. 2016 8:47 AM] -.hpe.com Company name .hpe.com HTTPS Access: https://h1. November 28.Steve Stollings says: Okay [Monday. let me check the report [Monday.Shubhraditya D says: Okay [Monday. [Monday. 2016 8:44 AM] -. November 28. November 28.com/HPISWeb/customer/PrintChat. Please confirm the contact details: ATTN : Steve Stollings Telephone No.(731) 288-7377 email address . 2016 8:46 AM] -. 38024 [Monday. Steve [Monday.hpe.com sftp -P 2222 es290470@h1.241. November 28.. November 28.

2016 9:17 AM] -. November 28. 2016 9:15 AM] -.Shubhraditya D says: Is there any other issue.Shubhraditya D says: You are welcome. 2016 9:17 AM] -..Hewlett Packard Enterprise Instant Support Professional Edition Page 3 of 3 [Monday.www5. depending on availability of the part. Steve [Monday. November 28. November 28.aspx?CaseID=130092971&. November 28. I could help you with today? [Monday.com/HPISWeb/customer/PrintChat.Shubhraditya D says: For Feedback on the Service received today you can write to my manager Mukesh at his email id : msharma@hpe. 2016 9:16 AM] -.hp. For reference CASE ID : 5315290470 NOTE: The server has 4 hours response. 2016 9:17 AM] -. November 28.Shubhraditya D says: Have a good day. 11/28/2016 . bye Close Print active chat https://h50203. However. so escalated to concerned team [Monday.Shubhraditya D says: RMA for the parts is processed with HPE CE to visit onsite to replace the part. 2016 9:15 AM] -. so HPE CE will be in touch within 4 hours. November 28.Steve Stollings says: no that's it [Monday.. system board and processor is not in stock as of now.com [Monday. 2016 9:16 AM] -. November 28.Steve Stollings says: thanks for your assistance [Monday.