Hitachi MK-96RD647-01 manual Calling the Support Center

Calling the Support Center

If you need to call the Hitachi Data Systems Support Center, make sure to provide as much information about the problem as possible, including:

•The circumstances surrounding the error or failure.

•The exact content of any error messages displayed on the host system(s).

•The exact content of any error messages displayed by Storage Navigator.

•The Storage Navigator configuration information (use the FD Dump Tool).

•The service information messages (SIMs), including reference codes and severity levels, displayed by Storage Navigator.

•Error codes: FCU error code, FAL error code, SYS error code. Use the FCU GUI to check recent error information (Help-Error command for UNIX, View-Error information command for NT).

•FCU parameters: direction (mto or otm), input and output files, and FCU options (code conversion, padding, delimiter, empty file, RDW, VSE record).

•FX volume definition file: contents

•FCU parameter definition file (if used): contents

•Command line log (if possible).

•FAL error logs. The FAL logs for UNIX are /tmp/fal_error and

/tmp/fal_error.bak, and /tmp/fal_dump and /tmp/fal_dump.bak. The FAL logs for Windows 2000/2003/Windows NT systems are c:\fal_error and c:\fal_error.bak, and c:\fal_dump and c:\fal_dump.bak.

•Windows 2000/2003/Windows NT systems only: FCU log file (e.g., fcudata.prm.log), and Dr. Watson’s log file (e.g., c:\WINNT\DRWTSN32.LOG).

•Syslog: error information and other applicable contents

The Hitachi Data Systems customer support staff is available 24 hours/day, seven days a week. If you need technical support, please call:

•United States: (800) 446-0744

•Outside the United States: (858) 547-4526

Troubleshooting 7-21

Hitachi USP V Cross-OS File Exchange User’s Guide