Oracle^® Exadata X8-2 Database Server Service Manual

Getting Help

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

• Contacting Support

• Locating the Chassis Serial Number

• Locating the Exadata Database Machine Rack Serial Numbers and JobID Label

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

Locating the Chassis Serial Number

You might need your server serial number when you ask for service on your system. Record this number for future use. Use one of the following resources or methods to locate your server serial number.

• The serial number is located on the Radio-frequency Identification (RFID) label on the bottom left side of the front panel bezel, below the general status LEDs.

  For illustrations of the server front panel, see Front and Back Panel Components.

• The serial number is recorded on a label that is attached to the top-front surface of the system.

• The serial number is recorded on the yellow Customer Information Sheet (CIS) that is attached to your server packaging.

• Using Oracle ILOM:

  • From the command-line interface (CLI), type the command: show /System

  • From the web interface, view the serial number on the System Information screen.

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).