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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 NS 3000/XL
User/Programmer Reference Manual for NS 3000/XL. The Online Diagnostics Subsystem Utilities for
the IEEE 802.3 links. The HP 36923 Central Bus Programmable
Serial Interface Installation and Reference Guide 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 NS 3000/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 unformulated memory dump, a
listing of the configuration file, a copy of the file LOADMAP.PUB.SYS, and the I/O configuration.
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