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 HP Auto Port Aggregation Administrator's Guide: HP-UX 11.0, 11i v1, 11i v2 > Chapter 6 Troubleshooting HP APA

Reporting Problems
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If you are unable to solve a problem with HP APA, do the following:

  1. Read the release notes for HP APA to see if the problem is known. If it is, follow the solution offered to solve the problem.

  2. Determine whether the product is still under warranty or whether your company purchased support services for the product. Your operations manager can supply you with the necessary information.

  3. Access http://www.itrc.hp.com and search the technical knowledge databases to determine if the problem you are experiencing has already been reported. The type of documentation and resources you have access to depend on your level of entitlement.

    NOTE: The ITRC resource forums at http://www.itrc.hp.com offer peer-to-peer support to solve problems and are free to users after registration.

    If this is a new problem or if you need additional help, log your problem with the HP Response Center, either on line through the support case manager at http://www.itrc.hp.com, or by calling HP Support. If your warranty has expired or if you do not have a valid support contract for your product, you can still obtain support services for a fee, based on the amount of time and material required to solve your problem.

  4. If you are requested to supply any information pertaining to the problem, gather the necessary information and submit it. The following section describes the information that you might be asked to submit.

Gathering Information

To gather information to report a problem, complete the following steps:

  1. Write a complete description of the problem. Describe the events leading up to and including the problem. Attempt to describe the source and symptoms of the problem.

    Include in your description: HP-UX commands used; communication subsystem commands used; job streams; result codes and messages; and data that can reproduce the problem. Also provide a network map with the host name, IP (Internet address), and station address of each system connected to the HP system.

    Illustrate as clearly as possible the context of any message(s). Prepare copies of information displayed at the system console and user terminal.

  2. Obtain the version, update, and fix information for all software. To check the HP APA version number, enter the following command:

    # what /stand/vmunix | grep -i -e hp_apa -e pagp -e lacp

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

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

  3. Prepare copies of the following files:

    • /etc/rc.config.d/netconf

    • /etc/rc.config.d/hp_apaconf

    • /etc/rc.config.d/hp_apaportconf

    • /etc/lanmon/lanconfig.ascii

  4. Enter the dmesg command and record messages about the status of the NIC.

  5. Enter the lanscan -v command and record the output.

  6. Enter the display command of the lanadmin diagnostic on the HP APA interface and record the output.

  7. Record all error messages and numbers that appear at the user terminal and the system console.

  8. Save all network log files. Make sure that Error and Disaster log classes are enabled when log files are collected.

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

  9. Prepare a listing of the HP-UX I/O configuration you are using for your HP representative to further analyze. Use the ioscan command to help collect this information.

  10. Prepare a list of your switch trunking configuration related to this problem.

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

  12. Document your interim or workaround solution. You can typically find the cause of the problem by comparing the circumstances in which it occurs with the circumstances in which it does not occur.

  13. Create copies of any Internet or HP APA link trace files that were active when the problem occurred for your HP representative to further analyze.

  14. In the event of a system failure, a full memory dump must be taken. Use the HP-UX savecore utility to save a core dump. Send the output to your HP representative.



nettl Tracing and Logging Tool
  		 


Appendix A Product Specifications  
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