Appendix A: Harmonic Technical Assistance Center contact information• Is the Automation using VDCP or API for communication control?Information about the SystemManager client PCPlease gather information about the SystemManager client PC, as well as the SystemManager databasefile, before contacting Harmonic technical support.Harmonic technical support may request the following information:• SystemManager versionYou can find the version here: Help > Server Software.• Windows operating system installed on the SystemManager client PCThe run command winver shows the Windows operating system running on the client PC.• Amount of memory installed on the SystemManager platformOpen the System Properties dialog on the client PC to find the amount of memory installed.• The SystemManager database file from the SystemManager platform or client PCThis file is located on the SystemManager platform at D:\Omneon\Manager\omdb\manager.oda.Or, if you are using a client PC with a single C: partition, it will be in the same directory on the C: drive.Gathering drive failure informationIn the event of a drive failure, please gather the requested information to assist in drive problem diagnosisand remediation before contacting Technical Support.1. Provide the following general details about the drive failure:◦ Site Location◦ Server Name◦ Date of Failure◦ Time of Failure◦ Description of Failure2. Collect the following information from the Spectrum Server Properties page in SystemManager:TIP: To view the Spectrum Server Properties page in SystemManager, from theSystem Diagram page of the Configuration tab, click the icon for your Spectrumvideo server. Then, from the Physical Configuration tab, click the icon for yourSpectrum.◦ Firmware Version◦ Host Name◦ Serial Number3. Collect the following information from the Drive Properties page:TIP: To view Drive Properties, from the Configuration tab, click Disk Utilities, thenclick the icon for your Spectrum server. From the second Disk Utilities page, click theicon for the drive that has failed.◦ Disk GUID◦ Disk Serial Number◦ Disk Size (GB)228
