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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 “SNA NRJE Configuration” 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 “SNA NRJE Configuration” 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 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 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.
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