Contacting Your Hewlett-Packard Representative

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.

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

Illustrate as clearly as possible the context of any messages. 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 HP-UX or MPE/iX I/O configuration being used for the HP representative to analyze.

Try to determine the general area within the software where the problem may 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.

For HP-UX: If the directory /var/adm/crash exists, the HP-UX utility /sbin/savecore automatically executes during reboot to save the memory dump. HP recommends that you create the /tmp/syscore directory after successfully installing this product. Send the output of the system failure memory dump to the HP representative.

For MPE/iX: If you use AUTORESTART and DUMPTODISK products follow your normal system recovery steps. Otherwise take a memory dump and save the resulting tape. Contact HP Support for analysis of your failure.