HP A4800A manual Contacting Your Hewlett-Packard Representative

Troubleshooting

Contacting Your Hewlett-Packard Representative

Contacting Your Hewlett-Packard

Representative

If the equipment is covered by an HP service contract, document the problem as a service request and forward it to your HP representative. Include the following information where applicable:

•Describe the problem, including the events and symptoms leading up to the problem. Attempt to describe the source of the problem.

Include HP-UX or MPE/iX commands, communication subsystem commands, functionality of user programs, result codes and messages, and data that can reproduce the problem.

•Obtain the version, update, and fix information for all software.

1.To check the version of the kernel, enter this command:

uname -r

To check patches, enter:

what /stand/vmunix grep scsi

2. To check the version of MPE/iX enter: SHOWME

To check patches, enter: PRINT HPSWINFO.PUB.SYS

This allows HP to determine if the problem is already known and the correct software is installed at your site.

•Illustrate as clearly as possible the context of any messages. Record all error messages and numbers that appear at the user terminal and the system console.

•Prepare the formatted output and a copy of the log file for the HP representative to analyze.

•Prepare a listing of the HP-UX or MPE/iX I/O configuration being used for the HP representative to analyze.

•Try to determine the general area within the software where the problem may exist. Refer to the appropriate reference manual and follow the guidelines on gathering information for that product.

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