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 check your Internet Services or LAN/9000 version, execute the command:

what /stand/vmunix

To check the version of your kernel, execute the command:

uname -a

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 LAN/9000 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. Hewlett-Packard 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 /etc/hosts and /etc/rc.config.d/netconf files.

For EISA only: Run the show board command of the eisa_config utility on the LAN card and record the output.

Run the verification command, /usr/sbin/swverify, and record the output.

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 log files are collected.

Execute the following commands and record the output:

netstat -s >> /tmp/filename
netstat -in >>/tmp/filename
netstat -rvn >>/tmp/filename
ndd -get /dev/tcp tcp_status >>/tmp/filename
ndd -get /dev/ip ip_ill_status >>/tmp/filename
ndd -get /dev/ip ip_ipif_status >>/tmp/filename
ndd -get /dev/ip ip_ire_status >>/tmp/filename
ndd -get /dev/ip ip_ill_config_status >> /tmp/filename
ndd -get /dev/arp arp_cache_report >> /tmp/filename
arp -an >>/tmp/filename
lanscan >>/tmp/filename
what /stand/vmunix >>/tmp/filename
uname -a >>/tmp/filename