Contacting Your HP Representative

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

Your characterization should include: HP-UX commands; communication subsystem commands; job streams; result codes and messages; and data that can reproduce the problem. You should also provide a network map with the host name, IP/Internet address and station address of each system connected with 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.

Obtain the version, update and fix information for all software. For example, to check the version number, enter:

$ what /stand/vmunix | grep drivername where the drivername is one of: igelan, iether, or gelan. Alternatively, run the swlist command and look for igelan, iether, or gelan.

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

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

Prepare copies of the /etc/hosts, /etc/rc.config.d/hpgelanconf (or ietherconf) and /etc/rc.config.d/netconf files.

Run the dmesg command and record messages about the status of the card.

Run the lanscan -v command and record the output.

Run the display command of the lanadmin diagnostic on the Gigabit Ethernet interface and record the output.

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

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

Save all network log files:

/var/adm/nettl.LOG000 and nettl.LOG001 (for HP-UX 11i and later)

Make sure that the ERROR and DISASTER log classes are enabled when the log files are collected.

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. Use the ioscan(1M) command to help collect this information.

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.

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 or Ethernet link trace files that were active when the problem occurred for your HP representative to further analyze.

In the event of a system failure, a full memory dump must be taken. Use the HP-UX utility savecore(1M) to save a core dump. Send the output to your HP representative.

Run the lanadmin command to collect card configuration and statistics. Examples:

$ lanadmin -x card_info ppa

$ lanadmin -x stats drv ppa

In these examples, ppa is the physical point of attachment of the card.