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 ARPA or HP FDDI/9000 version, execute the command:

what /stand/vmunix

To check the version of your kernel, execute uname -r.

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.

Save all network log files. Prepare the formatted output and a copy of the log file for your HP representative to further analyze.

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 ARPA or HP FDDI/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 /sbin/savecore automatically executes during reboot to save the memory dump. Send the output of your system failure memory dump to your HP representative.