Troubleshooting Terminal, Printer and Serial Device Connections - Edition 4 (32022-90030)

22 Chapter 1
General Information
Troubleshooting Responsibilities
• Check each device that is malfunctioning.
• Check configuration values for the malfunctioning devices.
• Perform a modem check (if modems are used).
• Run TermDSM to collect more information. At this point, it is
usually possible to return specific devices or the whole subsystem to
a state where new sessions can be started and new device opens can
occur.
Not all of the above steps are necessary each time. For instance, if many
devices go down at once, it is likely that the problem lies in the DTC or
the LAN, instead of each individual device.
It is important to note that intermittent problems can become more
frequent. This is especially true if a piece of hardware is beginning to
fail.
If it is possible to reset the subsystem so that it appears to function
normally, there is no reason to contact an HP support representative.
However, it is important to keep an accurate log of the problems and to
save any data you have accumulated from the problems. It might take
data from several different occurrences of the problem to be able to
pinpoint the area where the problem lies.
CAUTION The system manager should not perform hardware diagnostics other
than the loopback tests and the DTC selftest included in TermDSM.
Only HP support representatives should perform other hardware
diagnostics.
Hewlett-Packard Responsibilities
It is ultimately Hewlett-Packard’s responsibility to resolve problems
that arise with the use of products that HP supports as specified in your
customer service contract. The job of Hewlett-Packard personnel who
are called to your site can be made more effective by the efforts of the
users and the system manager. The more information the HP
representative is given, the faster the problem can be solved.