SNA Link/iX Node Managers Guide (30291-90507)

Chapter 5 133
SNA Link Troubleshooting
Problem Resolution
Common Information
For any CR, 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 e3000 system console information.
Give a brief history of your site, including when the SNA link
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.
• Record all result messages and numbers that appear at the user
terminal 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 (see chapter 6 of
this manual). Inspect the formatted output and try to locate errors.
Prepare the formatted output and a copy of the log file for your
Hewlett-Packard support contact to analyze.
• Prepare a listing of the configuration file and the MPE configuration
you are using for your Hewlett-Packard support contact 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 service’s Node Manager’s Guide and follow
the guidelines there for gathering information for problems.
• Document your interim, or “workaround,” solution. The cause of the
problem can sometimes be found by comparing the circumstances in
which it occurs with the circumstances in which it does not occur.
• If a system failure occurs, a full memory dump must be taken.
• Save copies of all active or in-use trace files for analysis by your
Hewlett-Packard support contact.
• Save copies of all active or in-use log files for analysis by your
Hewlett-Packard support contact.