HP 3000 Manuals HP 3000 Manuals
Submitting an SR
The messages that refer you to this section can indicate an internal
error. For further assistance from HP, submit an SR. 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.
Your characterization should include: MPE 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.
Use NMMAINT to obtain this information for NS, DTS, NRJE, SNA and
Node Management. This allows Hewlett-Packard to determine if the
problem is already known and if the correct software is installed
at your site.
* Record all result messages and numbers that appear at the user
terminal and the system console.
* Run NMDUMP to format the NM log file (NMGLnnnn.PUB.SYS) that was
active when the problem occurred. You may need to issue the MPE
command SWITCHNMLOG to free the NM log file.
Using NMDUMP, format the log file for your NMS subsystem
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
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. If you think the problem is caused by
an NMS subsystem, refer to the manual(s) for that subsystem and
try to resolve the problem by following the information-gathering
guidelines in those manuals.
* Issue the LINKCONTROL linkname;STATUS= command for each link.
Retain the output for your Hewlett-Packard representative to
further analyze.
* Document you 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 trace files that were active when the problem
occurred for your Hewlett-Packard representative to analyze.
* 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.