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Appendix B Submitting an CR

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For further assistance from HP, document the problem as an CR (change request) and forward it to your HP 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/iX 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/iX 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/iX 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 presented in that manual.

  • Issue the LINKCONTROL linkname; STATUS= command 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/iX 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.

  • In the event of a system failure, a full memory dump must be taken.

  • Make any NI DMPxxx files available for your HP service representative.



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