APPC Subsystem on MPE/XL Node Manager's Guide (30294-90007)

Chapter 6 143
Troubleshooting the APPC Subsystem
Submitting an SR
Submitting an SR
Listed below are some guidelines for submitting a service request (SR).
Some of the guidelines refer to Node Management Services programs
(NMDUMP, NMMAINT, NMMGR, etc.). For more information about
these programs, see Using the Node Management Services Utilities.
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. Attempt 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 your LU 6.2 product
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.
• Run NMDUMP to format the NM log file (NMLG
nnnn .PUB.SYS) that
was active when the problem occurred. You may need to issue the
MPE command SWITCHNMLOG to free the NM log file. For more
information, see 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 you are using for your HP
representative to analyze. Inspect the output and try to locate
errors.
• Try to determine the general area, within the software, where you
think the problem exists. If you think the problem is caused by an
SNA service, refer to the Node Manager’s Guide for that service, and
follow the guidelines for gathering information for problems.