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For further assistance from Hewlett-Packard, document the
problem as an SR (Service Request) and forward it to your Hewlett-Packard
Service Representative. Include the following information: A characterization of the problem.
Describe the events and symptoms leading up to and including the
problem. Attempt to describe the source of the problem. Your characterization should include: Communication subsystem commands result codes and messages data that can reproduce the problem Illustrate as clearly as possible the context of any messages.
Prepare copies of information displayed at the system console and
user terminal(s).
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(s) 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), DC/LDM
(4), NETIPC (5), Network Services (6), and Link Manager (8) information.
Prepare the formatted output and a copy of the log file for your
Hewlett-Packard Service 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
Service 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 on gathering information for problems. Using NS 3000/iX Network
Services for NS 3000/iX Online Diagnostic Subsystems Utilities
Manual for the IEEE 802.3 links HP 36923 Central Bus Programmable Serial
Interface Installation and Reference Guide for point-to-point
links.
Issue the LINKCONTROL linkname; STATUS = command
for each link. Retain the output for your Hewlett-Packard Service
Representative to further analyze. Document your interim, or "workaround"
solution. The cause of the problem can sometimes be found by comparing
the interim environment with the environment in which the error
occurred. Create copies of any NS 3000/iX or NetIPC user trace
(SOCK####.grp.acct), Network Transport
trace (NMTC####.PUB.SYS), and communication
link trace files that were active when the problem occurred for
your Hewlett-Packard Service Representative to further analyze. If the problem involves NMMGR, give a copy of NMMGRF.PUB.SYS
to your Hewlett-Packard Service Representative. 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. If the problem involves a link failure, create copies
of any link dump files (NETDMP##.PUB.SYS)
for your Hewlett-Packard Service Representative to further analyze.
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