Contacting Your Hewlett-Packard Representative - HP A6829A User's Manual And Service Manual

Troubleshooting

Contacting Your Hewlett-Packard Representative

Contacting Your Hewlett-Packard
Representative
If the equipment is covered by an HP service contract, document the
problem as a service request and forward it to your HP representative.
Include the following information where applicable:
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Describe the problem, including the events and symptoms leading up
to the problem. Attempt to describe the source of the problem.
Include commands, communication subsystem commands,
functionality of user programs, result codes and messages, and data
that can reproduce the problem.
Obtain the version, update, and fix information for all software.
To check the version of the kernel, issue this command:
uname -r
To check patches, issue the following command:
what /stand/vmunix | grep scsi
This allows HP to determine if the problem is already known and the
correct software is installed at your site.
Illustrate the context of messages as clearly as possible. Record all
error messages and numbers that appear at the user terminal and
the system console.
Prepare the formatted output and a copy of the log file for the HP
representative to analyze.
Prepare a listing of the HP-UX I/O configuration being used for the
HP representative to analyze.
Try to determine the general area within the software where the
problem might exist. Refer to the appropriate reference manual and
follow the guidelines on gathering information for that product.
Document your interim (workaround) solution. The cause of the
problem can sometimes be found by comparing the circumstances in
which the problem occurs with the circumstances in which the
problem does not occur.
In the event of a system failure, obtain a full memory dump.
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Chapter 3