General Intermittent Problem Checklist - IBM iSeries Series Hardware Problem Analysis And Isolation

An intermittent problem can show many different symptoms, so it may be difficult for you to determine the
real cause without completely analyzing the failure. To help with this analysis, you should determine as
many symptoms as possible.
v The complete SRC and unit reference code (URC) information is necessary to determine the exact
failing area and the probable cause.
v Product Activity Log information can provide time and device relationships.
v Information on environmental conditions when the failure occurred can be helpful (for example, an
electrical storm occurring when the failure happened).
Note: If you suspect that an intermittent problem is occurring, increase the log sizes to the largest sizes
possible. Select the Product activity log option on the Start a Service Tool display (see "Product Activity
Log" in the iSeries Service Functions information).
Types of intermittent problems
There are four major types of intermittent problems:
v Code (PTFs)
– Licensed Internal Code
– OS/400 (operating system)
– Licensed program products
– Other application software
v Configuration
– Non-supported hardware that is used on the system
– Non-supported system configurations
– Non-supported communication networks
– Model and feature upgrades that are not performed correctly
– Moving of down-level hardware from other systems to the iSeries server
– Incorrectly configured or incorrectly cabled devices
v Environment
– Power line disturbance-for example, reduced voltage (sag), a pulse, a surge, or total loss of voltage
on the incoming ac voltage line
– Power line transient-for example, a lightning strike
– Electrical noise (constant or intermittent)
– Defective grounding or a ground potential difference
– Mechanical vibration
v Intermittent hardware failure

General intermittent problem checklist

For use by authorized service providers.
The following steps have been successful in correcting intermittent problems on the iSeries server.
Performing these steps removes the known causes of most intermittent problems. Therefore, it is important
that you perform all of these steps. Some customers have a high availability requirement for the iSeries
server (such as 24 hours a day, 7 days a week). It is very important that you perform all the steps in this
checklist to ensure that the system can meet this availability requirement.
1. Discuss the problem with the customer. Look for the following symptoms:
v An SRC or reference code that goes away when you power off the system, then power on the
system.
v Repeated failure patterns that you cannot explain. For example, the problem occurs at the same
time of day or on the same day of the week. Look for some type of pattern.
Analyze hardware problems
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