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Receiving Remote Assistance
IBM can help through remote assistance if you are unable to resolve
a
3708 problem
using the procedures in IBM 3708 Network Conversion Problem Determination and if
one of the following is true: (1) the 3708 is still under the I-year warranty, or (2)
you have purchased IBM maintenance service.
Remote assistance can include consultation with an IBM service representative for
problem diagnosis by IBM through a remote connection (through a modem and
phone line access that you provide). The network management personnel can also
use the modem for configuration and problem management of devices that are
connected to the 3708.
Hardware and Configuration Requirements
Traces and Logs
For remote assistance, you must provide telephone facilities for a 1200 bps switched,
auto-answer connection. This includes a modem with the following characteristics:
• For the USA only, use a direct-connect, Bell 2I2A-compatible modem with
operating speeds up to 1200 bps in full duplex mode when connected to the
direct distance dial network. The modem must operate over a 2-wire switched
line. For countries other than the USA, use a V.22-compatible modem.
• EIA 232C compatible interface.
Any downstream port used for remote assistance must be configured identically to
port 3 as described in Appendix A, "IBM-Supplied Configuration." If this is not
compatible with the normal mode of operation, reconfigure a port for that mode
before receiving remote assistance by temporarily reinstating the IBM -supplied
configuration. (Refer to IBM 3708 Network Conversion Unit Problem Determination
for more information.) When not in use for remote assistance, the port is available
for connection to an end-user device. The 3708 can
be
configured to deny access to
the host from a port that is assigned to remote service.
Microcode Fixes (MCFs), patches, and diagnostic traps are applied and stored in the
base unit hardware (EEPROM). They are not stored in the cartridge. If you replace
your base unit, you must have any MCFs, patches, or traps applied to the new base
unit.
As part of the problem determination process, the IBM representative often requires
you to provide certain additional materials.
The most frequently requested are an NCP Line Trace, a VT AM Buffer Trace, or a
PT2 Trace of both upstream link and the failing downstream line. Please be
prepared to obtain and provide these traces when requested.
Also, you may be requested to obtain and provide copies of the 3708 Error Log and
3708 Alert Log at the time of failure.
Making this information available can greatly enhance problem determination and
speed the resolution of your problem.
6-4
3708 Planning and Installation
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