Just having had to recover a server from a failed motherboard, I realized you realy have to be prepared for a disaster yourself and count as little as possible on outside support.

A client had an HP server that was a G3 DL380. The server ran for several years without error or fail. A tech was replacing some old Netgear data network switches in the data center with some new Cisco 3570 stackable gigabit switches. The plan was simple but the execution was poor. The switches and the recabling of the racks was going well and completed well but during the reconnecting of the servers, one of them has a static charge hit one of the server's network cards as the technitians were reconnecting the patch cords into the servers (at least that how the story was told).

Of course after exhausting their collective knowlwdge to recover the server, they called HP tech support. HP server support went through the regular ritual of diagnostics they normaly perform to try and narrow down and find the cause to the problem. None of the efforts panned out to a successful server boot-up.

Finaly, they decided to dispatch a support tech applicable against the next day warrenty and service contract the server had available as an HP server customer from the purchase. The ticket went in on a Saturday and it was believed their would have been a tech dispatched and sent on-site on Monday as the next day service implied. This was not the case and the support tech didn't show on-site with a replacement motherboard 'till Tuesday (he was a real looser too).

This is a situation where support software that let's technicians access somputers and servers remotely could not have helped. Perhaps HP's lights-out system may have helped but computer remote support software could not connect to the troubled server since the system was unable to boot to the operating system.

Computer remote support software can assist in trouble shooting and provide the access and control to diagnose and correct erros found in software configurations, but computer remote support software used to provide remote tech assistance almost always requires a system that can start firstly. Secondly, the computer server or desktop PC system needs also to be able to connect to the Internet for computer remote support software to run on it effectively.

computer remote support software

to run on it effectively.

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