Calling The Response Center - HP 3000 9x9KS Service Manual

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.)
4. Call the Response Center. If you are certain the problem is hardware, ask for "Hardware Assistance."
5. 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.
3-2 Troubleshooting