HP 3000 Manuals

RJE/XL Node Manager's Guide

Troubleshooting Procedures 

The node management troubleshooting procedures are designed to isolate
reproducible problems to either the HP 3000 or IBM host using a bottom-up
approach.  This is done by examining the physical level first; then
examining the BSC link and if necessary, the system service and any
accompanying applications.  The following graph and procedures display a
data flow structure and troubleshooting flowchart for both the remote
host and local system.  By necessity, the procedures require the
gathering of information from both the HP 3000 and the IBM system which
may be in geographically separate locations.


          Figure 6-1.  Troubleshooting Diagram 

The following procedures are general purpose procedures and are only
intended to assist you in troubleshooting problems evident when using
RJE/XL. They do not provide specific answers to particular problems.

First, verify the functionality of the physical connection between the
local system and the remote system.  Once the physical connection between
the HP 3000 and the IBM host (including modems) is verified, you can
start troubleshooting both the HP 3000 and the IBM host.

If the physical connection cannot be verified as being functional or if
it is proven to be nonfunctional, your Hewlett-Packard support person
should attempt to determine the nonfunctional physical component and make
an appropriate fix if possible.  Once this is accomplished, you may
continue with the troubleshooting procedures.  The troubleshooting
procedures contain four basic steps:

 *  Isolating the problem.

 *  Identifying the problem.

 *  Determining the cause.

 *  Resolving the problem.

Isolating the Problem 

The following steps help to isolate problems:

   1.  If there is more than one BSC link attached to the HP 3000,
       attempt to isolate the problem to the respective PSI card.  If the
       problem appears in all the PSI cards, the RJE/XL system service
       should then be examined.  If there is only one BSC link, test the
       link for adequate functionality; then examine RJE/XL.

   2.  If the problem can be isolated to a specific PSI card (Physical
       Path ID), the problem should then be isolated to a specific link
       configuration.  The link configuration specifies the links
       configured for the node by identifying the link names.  If the
       problem is evident in all the configured links within the
       respective node, the PSI card should be examined.  If the problem
       can be isolated to a specific link name, go to the next step.

   3.  If the problem has been isolated to a link name, verify the link
       data to ensure that the link has the appropriate parameters
       configured specific to the BSC protocol.

   4.  If the problem could not be isolated to the HP side or could
       potentially be related to job submittal, verify that the job is
       being successfully transmitted to and received by the host.

Identifying the Problem 

It helps clarify and identify a problem if the symptoms are described in
detail.  This identification or problem description involves describing
what exactly happened and why it was a problem (regardless of how obvious
it might seem).  This will expedite matters by eliminating fixes that
fail to address the true problem, creating a temporary solution.

A detailed problem description is always required by HP support prior to
any assistance provided.  As a result, preparing a problem description as
soon as a problem is evident will accelerate problem identification if
the customer is forced to contact HP support.  When the problem
description is prepared immediately following the error or problem, the
user's ability to accurately describe the problem is enhanced
dramatically, especially if the problem proves to be difficult to
reproduce.  This may be done by addressing some of the following
questions:

   1.  What are the specific symptoms of the problem?

   2.  What is the frequency of the problem?  Are there any trends
       evident which seem to be related to the problem (that is, trends
       conspicuous only after the problem was noticed)?  Were there any
       known changes made to the system prior to the time that the
       problem was first noticed?

   3.  When was the problem first observed (day and time)?

   4.  Did the link function correctly prior to the problem or was it
       just installed?  If the link was functioning at one time, what
       changed since it last functioned correctly?  Identify any
       differences in the system when fully operational and the current
       state of the system.

   5.  Identify those components or subsystems (if any) that communicate
       with the RJE/XL or the BSC link that were not affected by the
       problem.

   6.  What is the extent of the problem?  Is there limited capability to
       execute specific system functions or is the system completely
       inoperable?  What is the impact and severity of the error on the
       system (is it a recoverable error or a fatal error)?

Determining the Cause 

At this point you should have an adequate description of the problem and
should attempt to identify the possible cause of the problem.  This can
be initiated by identifying those areas that could reasonably be
eliminated as the cause of the problem.  Once this is done, choose the
most plausible source of the problem first, using the evidence collected
during the earlier troubleshooting steps.  The following is a list of
procedures that help you determine the cause of a problem:

   1.  Verify the hardware installation.
       (Refer to the section titled "Hardware Troubleshooting Tools" in
       this chapter for more detailed information.)

       a.  Check cable connections and verify the cable type.

       b.  Check modem indicators to check modem functionality.

       c.  Execute PSI self test.

       d.  Run PSIDAD diagnostic utility through SYSDIAG.

   2.  Verify the software installation.
       (Refer to the section titled "Installation Problems" in this
       chapter for more information.)

       a.  Check version stamps.  (Version stamps appear in the product
           banner when RJE/XL is first invoked.)

       b.  Use NMMAINT to verify subsystem versions.

   3.  Verify HP configuration.
       (See the section titled "Configuration Problems" in this chapter
       for more information.)

       a.  Print an NMMGR print summary.

       b.  Compare NMMGR values with IBM host generation values.

       c.  Check the MPE XL I/O configuration (SYSGEN).

   4.  Verify the IBM host configuration.
       (Refer to the section titled "IBM (Host) Troubleshooting Tools.")

       a.  Check the NCP generation (EP).

       b.  Check the JES generation.

       c.  Obtain a copy of IBM jobs (including JCL and Data).

   5.  Check for common problems.
       (Refer to the section titled "Common Problems" in this chapter.)

       a.  Verify that the output is routed correctly.  (Refer to the
           section titled "Output Routing Problems" in this chapter.)

Resolving the Problem 

The resolution of a problem must be initiated by the customer.
Hewlett-Packard support personnel should not be contacted before the
preceding troubleshooting procedures have been performed.  If the problem
still has not been adequately resolved, Hewlett-Packard support should
then be contacted.  Refer to the section titled "Escalation Procedures"
in this chapter for additional information on problem escalation.

The next section provides a brief summary of some of the more common
problems experienced by the user.

MPE/iX 5.0 Documentation