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Troubleshooting Terminal, Printer, and Serial Device Connections: HP 3000 MPE/iX Computer Systems > Chapter 1 General InformationTroubleshooting Responsibilities |
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Many problems encountered with terminals and serial printers can be solved by the end user. Even more can be solved by a system manager. If the system manager cannot solve a problem, they should contact an HP support representative. Each of the above groups has a specific role to play in the troubleshooting process. Each person needs to fulfill this role for troubleshooting to be completed quickly. Troubleshooting usually begins with recognizing that the device is not working. The device might be "hung" (port not responding), transmission might be "garbled", or the device might not work at all (screen or printer is "dead"). Record the following information to make troubleshooting easier:
A system manager has many troubleshooting responsibilities. They need to know how to collect information, analyze information, and (maybe most importantly) know when it is time to call an HP support representative. When an HP support representative is contacted, the system manager should have collected as much information as possible so that the HP representative has enough information to solve the problem or consult with other HP personnel. A system manager should:
Not all of the above steps are necessary each time. For instance, if many devices go down at once, it is likely that the problem lies in the DTC or the LAN, instead of each individual device. It is important to note that intermittent problems can become more frequent. This is especially true if a piece of hardware is beginning to fail. If it is possible to reset the subsystem so that it appears to function normally, there is no reason to contact an HP support representative. However, it is important to keep an accurate log of the problems and to save any data you have accumulated from the problems. It might take data from several different occurrences of the problem to be able to pinpoint the area where the problem lies. It is ultimately Hewlett-Packard's responsibility to resolve problems that arise with the use of products that HP supports as specified in your customer service contract. The job of Hewlett-Packard personnel who are called to your site can be made more effective by the efforts of the users and the system manager. The more information the HP representative is given, the faster the problem can be solved. |
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