Getting Help

Language:

The following sections describe how to get additional help to resolve server problems.

Contacting Support

If the troubleshooting procedures in this chapter do not solve your problem, use the following table to collect information that you might need to communicate to support personnel.

System Configuration Information Needed	Your Information
Service contract number
System model
Operating environment
System serial number
Peripherals attached to the system
Email address and phone number for you and a secondary contact
Street address where the system is located
Superuser password
Summary of the problem and the work being done when the problem occurred
Other Useful Information
IP address
Server name (system host name)
Network or internet domain name
Proxy server configuration

Related Information

Locating the System Serial Number

Locating the System Serial Number

When you ask for service on your system, you might need to have your server serial number. Record this number for future use. Use one of the following methods to locate your server serial number:

On the front panel of the server, look to the left side of the chassis and below the status LEDs.
Locate the Customer Information Sheet (CIS) attached to your server packaging. This sheet includes the serial number.
From the Oracle ILOM web interface, go to the System Information → Summary Information page in the Oracle ILOM web interface.
From the Oracle ILOM CLI, type show /System.

Locating the Exadata Database Machine Rack Serial Numbers and JobID Label

During a service call, you might need the serial numbers and the JobID label from the Exadata Database Machine rack. Record these numbers for future use. You can find the system serial numbers and JobID label in the following physical locations:

Look for the Large System Serial Number label and JobID label on the front of the rack, inside the door, on the left vertical strut starting at rack unit 23 (U23) and going down.
Look for the Small System Serial Number label on the top left portion of the cabinet from the rear above the power distribution unit (PDU).