Calling The Response Center - HP 9000 Series Service Manual

Troubleshooting

Calling the Response Center

If your problem is serious enough to call the HP Response Center, gather the following
information to give to the Response Center engineer who will be calling back:
1. The modem telephone number and Baud rate.
2. History and nature of the problem:
a. When did the problem first occur?
b. What changes have occurred on the system?
c. Has the problem ever occurred before?
d. Can the problem be reproduced?
e. Is the problem intermittent?
3. All troubleshooting information gathered so far. For example:
a. Record the system panic message displayed on the console.
b. If an HPMC is displayed, record the console hex display code.
c. If the system did not reboot, record the sequence of 4-digit codes at bottom of
console display. (Press Control-B first.)
d. Call the Response Center. If you are certain the problem is hardware, ask for
"Hardware Assistance."
e. Use your judgment about whether to reboot at this point and allow users to log
back on, without waiting for the Response Center engineer to call back. For
example, if an HP-UX computer does not execute savecore, you may want to talk
with the Response Center before rebooting.
If you choose to wait for the Response Center engineer to call back before allowing users
back on, please note this fact to the Response Center Coordinator so that your call is
appropriately prioritized.
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