HP-UX LAN Administrator's Guide (Feburary 2007)

DRAFT COPY LAN Resources
Contacting Your HP Representative
Chapter 6 87
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 HP-UX LAN 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 HP-UX LAN link trace files that were active
when the problem occurred for your HP representative to further analyze.