Installing and Administering LAN/9000 Software

118 Chapter5

LAN Resources

Contacting Your HP Representative

If you do not have a service contract with HP, you may follow the

procedure described below, but you will be billed accordingly for time and

materials.

If you have a service contract with HP, document the problem as a

Service Request (SR) and forward it to your HP representative. Include

the following information where applicable:

• 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.