Contacting Your HP Representative

A characterization of the problem. Describe the events and symptoms leading up to the problem. Attempt to describe the source of the problem.

Your characterization should include: HP-UX 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 determine the version of your HP-UX Operating System, execute the command:

uname -a >> /tmp/filename

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

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

Prepare a listing of the HP-UX I/O configuration you are using for your HP representative to further analyze.

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

Document your interim, or “workaround,” solution. The cause of the problem can sometimes be found by comparing the circumstances in which it occurs with the circumstances in which it does not occur.

Create copies of any Internet Services or HP-UX 11i v2 IPv6 for TOUR 2.0 software link trace files that were active when the problem occurred, for your HP representative to further analyze.

In the event of a system failure, obtain a full memory dump. If the directory /var/adm/crash exists, the HP-UX utility /usr/sbin/savecore automatically executes during reboot to save the memory dump. HP recommends that you create the /var/adm/crash directory after successfully installing this product. Send the output of your system failure memory dump to your HP representative.

Prepare copies of the name service files such as /etc/hosts, etc/nsswitch.conf, named.conf and resolv.conf. Prepare a copy of the IPv6 configuration file /etc/rc.config.d/netconf-ipv6.

Verify the software: /usr/sbin/swverify > /tmp/swv-out

Execute the display command of the lanadmin diagnostic on the LAN interface and record the output.

Record the troubleshooting flowchart number and step number where you are unable to resolve the problem.

Save all network log files. Make sure that ERROR and DISASTER log classes are enabled when STREAMS subsystem log files are collected in /var/adm/nettl.LOG000.

Execute the following commands and record the output:

uname -a >> /tmp/filename
what /stand/vmunix >> /tmp/filename
lanscan >> /tmp/filename
netstat -sf inet6 >> /tmp/filename
netstat -inf inet6 >> /tmp/filename
netstat -rnf inet6 >> /tmp/filename
ndp -an >> /tmp/filename
ndd -get /dev/tcp tcp_status >> /tmp/filename
ndd -get /dev/ip6 ip6_ill_status >> /tmp/filename
ndd -get /dev/ip6 ip6_ipif_status >> /tmp/filename
ndd -get /dev/ip6 ip6_ire_status >> /tmp/filename
ndd -get /dev/ip6 ip6_ill_config_status >> /tmp/filename

Prepare the formatted output (use netfmt) and a copy of the log file for your HP representative to further analyze.