Problem Determination Tips

Due to the variety of hardware and software combinations that can be encountered, use the following information to assist you in problem determination. If possible, have this information available when requesting assistance from Service Support and Engineering functions.

Ÿ

Machine type

and

model

Ÿ

Processor or

hard

disk upgrades

ŸFailure symptom

–

Do

diagnostics fail?

 

–

What, when, where, single,

or multiple systems?

–

Is

the

failure repeatable?

–

Has

this

configuration ever

worked?

–If it has been working, what changes were made

prior to

it

failing?

– Is this

the

original reported failure?

ŸReference Diskette Version

– Type and revision level

ŸHardware configuration

–Print out (print screen) configuration from

Reference Diskette currently in use

–BIOS level

ŸOperating system software

–Type and revision level

Important

To eliminate confusion, identical systems are consideredidenticalonly if they:

1. Are the exact machine type and models

2.Have the same BIOS level

3.Have the same adapters/attachments in the same locations

4.Have the same address jumpers/terminators/cabling

5.

Have

the

same software versions and levels

6.

Have

the

same Reference Diskette (version)

7.Have the same configuration options set in the system

8.Have the same setup for the operation system control files

Comparing the configuration and software set-up between “working and non-working” systems will often lead to problem resolution.

Miscellaneous Information493