HP 3000 Manuals HP 3000 Manuals
Submitting an SR
For further assistance from Hewlett-Packard, document the problem as an
SR (Service Request) and forward it to your Hewlett-Packard Service
Representative. Include the following information where applicable:
* A characterization of the problem. Describe the events leading up to
and including the problem. Attempt to describe the source of the
problem. Describe the symptoms of the problem and what led up to the
problem.
Your characterization should include: MPE XL commands; communication
subsystem commands; job streams; result codes and messages; and data
that can reproduce the problem.
Illustrate as clearly as possible the context of any message(s).
Prepare copies of information displayed at the system console and
user terminal.
* 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 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), NETIPC (5),
Network Services (6) and Link Manager (8) information. Inspect the
formatted output and try to locate errors. Prepare the formatted
output and a copy of the log file for your Hewlett-Packard
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 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:
* The NS3000/XL User/Programmer Reference Manual(36920-90001) for
NS3000/XL.
* TheOnline Diagnostics Subsystem Utilities (09740-90021) for the
IEEE 802.3 links.
* The HP 36923 Central Bus Programmable Serial Interface
Installation and Reference Guide (30263-90001) for the
Point-to-Point link.
* Issue the LINKCONTROL linkname; STATUS= for each link. Retain the
output for your Hewlett-Packard representative to further analyze.
* 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.
* Create copies of any NS3000/XL or NetIPC user trace, Network
Transport trace and communication link trace files that were active
when the problem occurred for your Hewlett-Packard representative to
further analyze.
* If the problem involves NMMGR, give a copy of NMMGRF.PUB.SYS to your
Hewlett-Packard 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.