Solving Problems 119
Problem Determination Tips Due to the varietyof hardware and software combinations that can be encountered, use the
following informationto assist you in problem determination. If possible,have this information
available whenrequesting assistance from Service Support and Engineering functions.
• Machine type and model
• Processor or hard diskupgrades
• Failure symptom
Dodiagnostics fail?
What,when, where, single, or multiplesystems?
Isthe failure repeatable?
Hasthis configuration everworked?
Ifit has been working,what changes were made prior to it failing?
Isthis the original reportedfailure?
• Reference/Diagnosticsversion
Typeand version level
• Hardware configuration
Print(print screen) configurationcurrently in use
BIOS level
• Operatingsystem software
Typeand version level
Note
To eliminateconfusion, identical systems are considered identical only if they:
• Are the exact machinetype and models
• Have the sameBIOS level
• Have the sameadapters/attachments in the same locations
• Have the sameaddress jumpers/terminators/cabling
• Have the samesoftware versions and levels
• Have the sameReference/Diagnostics Diskette (version)
• Have the sameconfiguration options set in the system
• Have the samesetup for the operation system control files
Comparingthe configuration and software set-up between "working and non- working" systems
will oftenl ead to problemresolution.