Problem Isolation - IBM 6360 Product Support Manual

•
•
Observe which dri veuni
t
had the
work diskette and which drive unit
had the licensed program diskette.
Observe, if possible, where in the
job(s) the failure occurs.
Collect as many failure symptoms as
possible.
•
•
Make a note of BAT error codes
and/or the Problem Determination
Diskette (PDD) service request
numbers.
If possible, run the customer's
job(s) on another Displaywriter,
located in the same environment
with the same EC/CEM level.
Look at the error loges) if a Memory
Record Diskette is available. If any
errors are indicated, print the error
log.
PROBLEM ISOLATION
The following questions are designed
to lead the CSR in problem isolation.
1. Does the problem only occur when a
specific licensed program is
loaded?
2. Does the problem occur only when a
specific job or application is
performed?
3. Does the problem occur if the job
is run on another Disp1aywriter
with the same features and EC/CEM
level?
4. Does the problem occur only when
typing?
5. What areas (modules) of the system
are operating at the time of fail-
ure?
6. Does the failure only occur when
other equipment is turned on or
operated?
7. On a dual diskette unit, does the
problem occur on both the left and
right side?
8. Does the problem occur at a spe-
cific time of day?
9. Do other Disp1aywriters in the
account have the same problem?
10. Does the same operator
h~ve
the
problem on different machines?
11. Are there any errors in any of the
device error logs? Section 16,
"Guidelines for Error Log Inter-
pretation," will aid in error log
interpretation.
12. Does the customer have any service
request numbers? If so, check
Figure 10-2.
I I I
'SERVICE REQUEST' SUSPECTED AREA
,
'NUMBERS
,
,
I I I
,
xlxxxx
,
Keyboard
,
,
x2xxxx
I
System Electronics,
,
x4xxxx
I
Printer Sharing
I
,
x5xxxx
I
Printer
,
I
x6xxxx
I
Power Supply
,
,
x61xxxx
,
·3277 Emulation
I
,
x8xxxx
,
Diskette Unit
,
I I I
Figure 10-2. Service Request Number
Chart
Using the information from Data Col-
lection, and the decisions made in
Problem Isolation, see one or more of
the following sections for further
isolation.
• Keyboard. See Section 1.
•
•
Display. See Section 2 .
Electronics Module.
3.
See Section
10-2 IBM Disp1aywriter Product Support Manual