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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 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 XL 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 XL 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 XL 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 on gathering information for problems:
- The NS 3000/XL User/Programmer Reference Manual for NS
3000/XL.
- The Online Diagnostics Subsystem Utilities for the IEEE
802.3 links.
- The HP 36923 Central Bus Programmable Serial Interface
Installation and Reference Guide for the Point-to-Point
link.
- Issue the LINKCONTROL linkname; STATUS= 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 NS 3000/XL 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.
- If the problem involves NMMGR, give a copy of NMMGRF.PUB.SYS to
your Hewlett-Packard representative.
- In the event of a system failure, a full memory dump must be taken.
Always send the unformulated memory dump, a listing of the configuration
file, a copy of the file LOADMAP.PUB.SYS, and the I/O
configuration.
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