Troubleshooting
Contacting Your
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 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. To check the version of the kernel, issue this command: uname
To check patches, issue the following command: what /stand/vmunix grep scsi
This allows HP to determine if the problem is already known and the correct software is installed at your site.
•Illustrate the context of messages as clearly as possible. 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
•Try to determine the general area within the software where the problem might exist. Refer to the appropriate reference manual and follow the guidelines on gathering information for that product.
•Document your interim (workaround) solution. The cause of the problem can sometimes be found by comparing the circumstances in which the problem occurs with the circumstances in which the problem does not occur.
•In the event of a system failure, obtain a full memory dump.
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