1182672 - DoA host

Status: RESOLVED FIXED

(Infrastructure & Operations :: DCOps, task)

Description

[Van Le [:van]]

will need to RMA as host powers on but power LED just blinks. no video our serial output.

https://inventory.mozilla.org/en-US/systems/show/13269/

Comment 1

[Van Le [:van]]

removed various hardware and did troubleshooting such as jumping CMOS but no dice. HP recommends we contact our VAR as this was purchased within the last 30 days. i wasn't involved in this purchase but i can help send the items back. michal` is this something you or corey can handle or do you want me to sync up with Terminal(i assume)?

[Monday, July 13, 2015 3:50 PM] -- Roshan M says:
Okay. Since its been within 30 days of purchase, you could contact the point of purchase as the server is dead on arrival Van.
[Monday, July 13, 2015 3:52 PM] -- Van Le says:
hmm ok
[Monday, July 13, 2015 3:52 PM] -- Van Le says:
let me get back to our purchasing team then.
[Monday, July 13, 2015 3:53 PM] -- Van Le says:
ill refer back to this case # if needed.
[Monday, July 13, 2015 3:53 PM] -- Roshan M says:
Sure Van.
[Monday, July 13, 2015 3:53 PM] -- Roshan M says:
Please note the case ID 4651881250 for your reference.
[Monday, July 13, 2015 3:54 PM] -- Roshan M says:
As the server is Dead On arrival, contacting point of purchase would be best solution

Comment 2

[Van Le [:van]]

contacted Rich at Terminal regarding DoA.

Purchase Order #: PO1000902

Comment 3

[Van Le [:van]]

back and forth between our vendor and HP as the host is brand new. they wanted me to contact the vendor a another time if i wanted the whole system replaced. per rich this would be a much longer process so i opted to have an engineer come on site to replace the system board. will update when the engineer contacts me. let me know if you have any issues or concerns regarding this process.



Van

 

Agree I don’t want you wasting time and going back on forth on this and I apologize for the  issues.  If we are to replace the unit we need it officially declared DOA by HP which I do not think they will do.

 

Can you follow these procedures  (don’t mention to them the previous case or interaction with HP)

 

 

As per HP:

 

Instructions for calling 1-800-633-3600 for DOA issues:

 

1) Call 1-800-633-3600

2) Caller will be asked to speak the model number (i.e. Proliant DL 380 server)

3) Caller will be asked what Operating system they are using (i.e. Microsoft, Linux, etc.)

4) Caller will be asked to have serial number ready and will be transferred to a technical contact

6) The Technician will talk the caller through some basic diagnostics and either resolve the issue or declare the unit DOA.

• Resolving the issue could include on line diagnostics, dispatching on site service and, if needed, sending replacement parts

• Declaring the unit DOA means that the entire unit requires replacement.

7) Tech will assign a WFM case and provide it to the customer . The case will then be placed in DOA queue (if the entire unit needs to be replaced, the case manager will file the DEFOA request )

8) Case manager will “own” and provide all status updates to the customer through closure

 

This will resolve the issue and either have a tech dispatched to repair or give us an authorized DOA Case #

 

Again my apologies for the issues


Rich

Comment 4

[Van Le [:van]]

new case id is 4755935239.

Comment 5

[Van Le [:van]]

received call from hp tech - part hasn't arrived. if it arrives tonight or tomorrow morning, we're scheduled to meet at 130pm.

Comment 6

[Van Le [:van]]

bad motherboard as suspected. advanced ilo license installed and configured, inventory updated.

Comment 7

[Michal Purzynski [:michal`] (use NEEDINFO)]

Thanks a lot, system installation was a smooth sail :-)