Operational Defect Database
BugZero found this defect 446 days ago.
Data sources
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Hewlett Packard Enterprise | a00130542en_us
Advisory: HPE M-Series Switches - Delays Occur When Proper Procedures Are Not Used When Opening a Support Case
Last update date:
3/2/2024
Affected products:
HPE M-series SN2010M Switch
HPE M-series SN2100M Switch
HPE M-series SN2410M Switch
HPE M-series SN2700M Switch
HPE M-series SN3700M Switch
HPE Storage Switch M-series SN4600M
Affected releases:
No affected releases provided.
Fixed releases:
No fixed releases provided.
Description:
Info
Delays occur when providing resolutions for issues with HPE M-Series Switches because cases are opened without following proper procedures and are forwarded to the incorrect engineering resources as a result.
Scope
The following HPE StoreFabric M-Series ONYX switches are affected by this issue: HPE SN2100M 100GbE 16QSFP28 Half Width Switch [Q2F23A] HPE SN2100M 100GbE 8QSFP28 Half Width Switch [Q2F24A] HPE SN2100M 100GbE 16QSFP28 Power to Connector Airflow Half TAA-compliant [R0P75A] HPE SN2100M 100GbE 16QSFP28 Connector to Power Airflow Half TAA-compliant [R0P76A] HPE SN2010M 25GbE 18SFP28 4QSFP28 Switch [Q9E63A] HPE SN2010M 25GbE 18SFP28 4QSFP28 Power to Connector Airflow TAA-compliant [R0P77A] HPE SN2010M 25GbE 18SFP28 4QSFP28 Connector to Power Airflow TAA-compliant [R0P78A] HPE SN2700M 100GbE 32QSFP28 Switch [Q2F21A] HPE SN2700M 100GbE 32QSFP28 Power to Connector Airflow TAA-compliant [R0P71A] HPE SN2700M 100GbE 32QSFP28 Connector to Power Airflow TAA-compliant [R0P72A] HPE SN2700M 100GbE 16QSFP28 Switch [Q6M26A] HPE SN2410M 25GbE 48SFP28 8QSFP28 Switch [Q2F22A] HPE SN2410M 25GbE 48SFP28 8QSFP28 Power to Connector Airflow TAA-compliant [R0P73A] HPE SN2410M 25GbE 48SFP28 8QSFP28 Connector to Power Airflow TAA-compliant [R0P74A] HPE SN2410bM 10GbE 48SFP+ 8QSFP28 Switch [Q6M28A] HPE SN2410M 25GbE 24SFP28 4QSFP28 Switch [Q6M27A] HPE SN2410bM 10GbE 24SFP+ 4QSFP28 Switch [Q6M29A] HPE SN3700cM 100GbE 32QSFP28 Power to Connector (P2C) Airflow Switch [R3B14A] HPE SN4600cM 100GbE 64QSFP28 Power to Connector (P2C) Airflow Switch [R6R24A] HPE SN3700M 200GbE 32QSFP28 Power to Connector (P2C) Airflow Switch [R5Z74A]
Resolution
To avoid unnecessary delays when opening cases for issues with HPE M-Series Switches, call the HPE Support Center or log into your account to open and manage a support case. Make sure to ask that the case be elevated to the Multivendor Networking Team who is properly trained to support this product. Have the switch serial number and a contract ID ready when sending the case for entitlement verification and case elevation. NOTE : Do not directly contact NVIDIA unless the switch or NOS has a NVIDIA support entitlement. When a case requires NVIDIA support, the HPE storage networking engineering team will manage the request, actions, and communications. IMPORTANT : In critical cases, ask the Multivendor Networking team to promptly escalate the case to the HPE Storage Networking ERT/Engineering team. HPE Support Center contact information: Phone: 1-800-633-3600 Website: support.hpe.com The serial number can be found by running the CLI command below: As an alternative, use the website user interface to retrieve the serial number under ?inventory? from the ?System? tab. In case the CLI and website user interface are not available, the switch model, COO, and serial number are printed on the switch pull tab or a label attached to the rear of the chassis. You can also send an email to the Multivendor Networking team at hpepointnextl2networks@hpe.com who can guide you in properly opening a case. RECEIVE PROACTIVE UPDATES : Receive support alerts (such as Customer Advisories), as well as updates on drivers, software, firmware, and customer replaceable components, proactively in your e-mail through HPE Support Alerts. Sign up for Support Alerts at the following URL: HPE Email Preference Center
