Troubleshooting Terminal, Printer, and Serial Device Connections - Edition 5 (32022-90058)

General Information
Troubleshooting Responsibilities
Chapter 1
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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.