HP 3000 Manuals HP 3000 Manuals
Appendix B Submitting an SR
For further assistance from HP, document the problem as an SR (service
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 NS3000/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.