SNA NRJE Node Managers Guide (30292-90007)

Chapter 5 77

SNA NRJE Troubleshooting

Submitting an SR

Listed below are some guidelines for submitting a service request (SR).

Some of the guidelines refer to Node Management Services (NMS)

programs (NMDUMP, NMMAINT, NMMGR, etc.). Using NMDUMP

and NMMAINT for SNA NRJE is explained earlier in this chapter.

Using NMMGR for SNA NRJE is explained in Chapter 3 , “SNA NRJE

Conﬁguration,” of this manual. For more NMS information, see the

SNA Link Services Reference Manual (for MPE V) or Using the Node

Management Services Utilities (for MPE XL).

Common Information

For any SR, include this common information, where applicable:

• A characterization of the problem. Describe the events leading up to

and including the problem. Try to describe the source of the problem.

Describe the symptoms of the problem.

Your characterization should include MPE commands,

communication subsystem commands, job streams, result codes and

messages, and data that can reproduce the problem.

List the context and environment in which the message occurred.

Prepare copies of the HP 3000 system console and workstation

information.

Give a brief history of your site, including when SNA NRJE was

installed, the circumstances that usually produce problems, other

data communications products installed, and any other products you

were using when the problem arose.

• Obtain the version, update, and ﬁx information for all software by

running NMMAINT. This allows Hewlett-Packard to determine

whether the problem is already known and if the correct software is

installed at your site.

• Record all intrinsic result codes and messages that appear at the

SNA NRJE workstation and the system console.

• Run NMDUMP to format the NM log ﬁle (NMLG

nnnn

.PUB.SYS) that

was active when the problem occurred. You might need to issue the

MPE command SWITCHNMLOG to free the NM log ﬁle. For more

information, see the SNA Link Services Reference Manual or the

SNA Link/XL Node Manager’s Guide. Inspect the formatted output

and try to locate errors. Prepare the formatted output and a copy of

the log ﬁle for your HP representative to analyze.

• Prepare a listing of the conﬁguration ﬁle and the MPE conﬁguration

you are using for your HP representative to analyze. Inspect the

output and try to locate errors.