NS3000/iX Operations and Maintenance Reference Manual (36922-90039)

Appendix B 197
Submitting an SR
B Submitting an SR
For further assistance from HP, document the problem as an SR
(service request) and forward it to your HP Service Representative.
Include the following information where applicable:
• A characterization of the problem. Describe the events leading up to
and including the problem. Attempt to describe the source of the
problem. Describe the symptoms of the problem and what led up to
the problem.
Your characterization should include: MPE/iX commands;
communication subsystem commands; job streams; result codes and
messages; and data that can reproduce the problem.
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 using
NMMAINT.PUB.SYS. This allowsHewlett-Packard to determineif the
problem is already known, and if the correct software is installed at
your site.
• Record all error messages and numbers that appear at the user
terminal and the system console.
• Run NMDUMP.PUB.SYS to format the NM log file that was active
when the problem occurred (NMLGnnnn.PUB.SYS). You may need to
issue the MPE/iX command SWITCHNMLOG to free the NM log file.
Using NMDUMP, format the log file for NETXPORT (3),
NETIPC (5), Network Services (6) and link manager (8) information.
Inspect the formatted output and try to locate errors. Prepare the
formatted output and a copy of the log file for your Hewlett-Packard
representative to further analyze.
• Prepare a listing of the configuration file and the MPE/iX I/O
configuration you are using for your Hewlett-Packard representative
to further analyze. Inspect the output and try to locate errors.
• 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 presented in that manual.
• Issue the LINKCONTROL linkname; STATUS= command for each link.
Retain the output for your Hewlett-Packard representative to
further analyze.