Calling The Response Center; Error Codes And Messages - HP 3000 Series Handbook

For HP Internal Use Only
Calling the Response Center
If your problem is serious enough to call the HP Response Center:
1. Gather the following information to give to the Response Center engineer who will be
calling back:
a. The modem telephone number and Baud rate.
b. History and nature of the problem:
1.
When did the problem first occur?
11.
What changes have occurred on the system?
111.
Has the problem ever occurred before?
IV.
Can the problem be reproduced?
v. Is the problem intermittent?
c. All troubleshooting information gathered so far. For example:
1.
The system panic message displayed on the console.
11.
If an HPMC is displayed, the console display fields.
iii.
If
the system did not reboot, the sequence of 4-digit codes at bottom of console
display. (Press (Control)-@ first.)
2. Call the Response Center. If you are certain the problem is hardware, ask for "Hardware
Assistance."
3. 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 the
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.
Error Codes and Messages
Error codes and messages come from the following sources:
• PDC
• ISL
• Operating Systems
• Access port
• Error logs
Troubleshooting 5-29