HP 3000 Manuals HP 3000 Manuals
Submitting an SR
Listed below are some guidelines for submitting a service request (SR).
Some of the guidelines refer to Node Management Services (NMS) programs
(NMDUMP, NMMAINT, NMMGR, etc.). Using NMDUMP and NMMAINT for SNA NRJE is
explained earlier in this chapter. Using NMMGR for SNA NRJE is explained
in Chapter 3 of this manual. For more NMS information, see the SNA Link
Services Reference Manual (for MPE V) or Using the Node Management
Services Utilities (for MPE XL).
Common Information
For any SR, include this common information, where applicable:
* A characterization of the problem. Describe the events leading up to
and including the problem. Try to describe the source of the
problem. Describe the symptoms of the problem.
Your characterization should include MPE commands, communication
subsystem commands, job streams, result codes and messages, and data
that can reproduce the problem.
List the context and environment in which the message occurred.
Prepare copies of the HP 3000 system console and workstation
information.
Give a brief history of your site, including when SNA NRJE was
installed, the circumstances that usually produce problems, other
data communications products installed, and any other products you
were using when the problem arose.
* Obtain the version, update, and fix information for all software by
running NMMAINT. This allows Hewlett-Packard to determine whether the
problem is already known and if the correct software is installed at
your site.
* Record all intrinsic result codes and messages that appear at the SNA
NRJE workstation and the system console.
* Run NMDUMP to format the NM log file (NMLGnnnn.PUB.SYS) that was
active when the problem occurred. You might need to issue the MPE
command SWITCHNMLOG to free the NM log file. For more information,
see the SNA Link Services Reference Manual or the SNA Link/XL Node
Manager's Guide. Inspect the formatted output and try to locate
errors. Prepare the formatted output and a copy of the log file for
your HP representative to analyze.
* Prepare a listing of the configuration file and the MPE configuration
you are using for your HP representative to analyze. Inspect the
output and try to locate errors.
* Try to determine the general area, within the software, where you
think the problem exists. If you think the problem is caused by an
SNA link, refer to the SNA Link/XL Node Manager's Guide, and follow
the guidelines there for gathering information for problems.
* Document your interim, or "workaround," solution. The cause of the
problem can sometimes be found by comparing the circumstances in
which it occurs with the circumstances in which it does not occur.
* Save copies of any SNA trace and communications link trace files that
were active when the problem occurred, for your HP representative to
analyze.
* If the problem involves NMMGR, give a copy of NMMGRF.PUB.SYS to your
HP representative.
* If a system failure occurs, a full memory dump must be taken.
* If a fatal link error has occurred, a message in this format is
displayed on the operator's console:
SDLC (LinkName) Error ErrorNum:
SDLC (LinkName) Info: Status=Status, Loc=LocationId,
Path=PhysPath
Be sure to include this error message in the SR exactly as it appears
on the operator's console.
* Save copies of all active or in-use trace files for analysis by your
HP representative.
* Save copies of all active or in-use log files for analysis by your HP
representative.
* Always obtain a copy of the generation of the host system you are
using for ACF/VTAM and ACF/NCP. Also be sure you are using the
correct configuration for the job entry subsystem (JES). For the host
configuration to be compatible with SNA NRJE, Hewlett-Packard sets
certain operands and parameters to required values. See Chapter 3 of
this manual. Also see the SNA Link Services Reference Manual (for
MPE V) or the SNA Link/XL Node Manager's Guide (for MPE XL) for more
host configuration information. Note any differences between the
actual system generation and your expectations. Keep this
information for your HP representative. This is very important.
* Give a copy of NMCONFIG.PUB.SYS to your HP representative.
SNA Transport Information
For problems that might involve SNA Transport, see the SNA Link Services
Reference Manual or the SNA Link/XL Node Manager's Guide, keeping this in
mind:
* For NRJE/V, when using the MPE command ABORTIO ldev to try to free an
SNA Transport hang, ldev specifies the INP being used.
Communications Link Information
For problems that might involve the communications link, see the SNA Link
Services Reference Manual or the SNA Link/XL Node Manager's Guide,
keeping these things in mind:
* If you are running NRJE/V, an INP (instead of PSI) failure is a
possible problem. If this happens, give the file INPLOGxx.PUB.SYS
(where xx is a number from 00 through 99) to your HP representative
for additional analysis.
* If you are running NRJE/V and an INP failure has not occurred, turn
the trace on with the LINKCONTROL TRACEON MPE command.
SNA NRJE Information
For problems related to SNA NRJE, collect this additional information to
help your HP representative determine the cause and to solve your
problems:
* Supply copies of the output produced by the SNA NRJE DISPLAY and
STATUS commands. This output gives information about the workstation
and LUs.
* If an NRJE LU terminates abnormally with message #9074,
LU ABNORMAL TERMINATION. STACK DUMPED TO STDLIST.
obtain the printout from $STDLIST of the NRJE monitor process
(NRJEMON).
* If an LU hangs, you can force the LU to dump its stack to an output
spool file on device "LP" by issuing the NRJE command
DUMPLU;LU=LUName
* Examine the status of the SNA NRJE remote workstation at a host
operator's console. For example, for a JES2 host you would issue the
command
$DU,RMTxx
where xx is the remote workstation number, or its equivalent, for
your job entry subsystem. Make a copy of this information for your
HP representative.