HP 3000 Manuals HP 3000 Manuals
Appendix A Submitting an SR
For further assitance from Hewlett-Packard, document the problem as an SR
(Service Request) and forward it to your Hewlett-Packard Service
Representative. Include the following information:
* A characterization of the problem. Describe the events and
symptoms leading up to and including the problem. Attempt to
describe the source of the problem.
Your characterization should include:
* MPE XL commands
* Communication subsystem commands
* job streams
* result codes and messages
* data that can reproduce the problem
Illustrate as clearly as possible the context of any
messages. Prepare copies of information displayed at the
system console and user terminal(s).
* Obtain the version, update, and fix information for all software
using NMMAINT.PUB.SYS. This allows Hewlett-Packard to determine if
the problem is already known, and if the correct software is
installed at your site.
* Record all error messages and numbers that appear at the
user terminal(s) and the system console.
* Run NMDUMP.PUB.SYS to format the NM log file that was
active when the problem occurred (NMLGnnnn.PUB.SYS). You
may need to issue the MPE XL command SWITCHNMLOG to free
the NM log file.
Using NMDUMP, format the log file for NETXPORT (3), DC/LDM (4),
NETIPC (5), Network Services (6), and Link Manager (8)
information. Prepare the formatted output and a copy of the log
file for your Hewlett-Packard Service Representative to further
analyze.
* Prepare a listing of the configuration file and the MPE XL I/O
configuration you are using for your Hewlett-Packard Service
Representative to further analyze. Inspect the output and try to
locate errors.
* Try to determine the general area within the software where you
think the problem exists. Refer to the appropriate reference
manual and follow the guidelines on gathering information for
problems.
* Using NS3000/iX Network Services for NS3000/iX
* Online Diagnostic Subsystems Utilities Manual for the IEEE
802.3 links
* HP 36923 Central Bus Programmable Serial Interface
Installation and Reference Guide for point-to-point links.
* Issue the LINKCONTROL linkname; STATUS = command for each link.
Retain the output for your Hewlett-Packard Service Representative
to further analyze.
* Document your interim, or *workaround* solution. The cause of the
problem can sometimes be found by comparing the interim
environment with the environment in which the error occurred.
* Create copies of any NS3000/iX or NetIPC user trace
(SOCK####.grp.acct), Network Transport trace (NMTC####.PUB.SYS),
and communication link trace files that were active when the
problem occurred for your Hewlett-Packard Service Representative
to further analyze.
* If the problem involves NMMGR, give a copy of NMMGRF.PUB.SYS to
your Hewlett-Packard Service Representative.
* In the event of a system failure, a full memory dump must be
taken. Always send the unformatted memory dump, a listing of the
configuration file, a copy of the file LOADMAP.PUB.SYS, and the
I/O configuration.
* If the problem involves a link failure, create copies of any link
dump files (NETDMP##.PUB.SYS) for your Hewlett-Packard Service
Representative to further analyze.