Troubleshooting
Contacting Your Hewlett-Packard Representative
Chapter 342
Contacting Your Hewlett-Packard
Representative
If the equipment is covered by an HP service contract, document the
problem as a service request and forward it to your HP representative.
Include the following information where applicable:
• Describe the problem, including the events and symptoms leading up
to the problem. Attempt to describe the source of the problem.
Include HP-UX or MPE/iX commands, communication subsystem
commands, functionality of user programs, result codes and
messages, and data that can reproduce the problem.
• Obtain the version, update, and fix information for all software.
1. To check the version of the kernel, enter this command:
uname -r
To check patches, enter:
what /stand/vmunix | grep scsi
2. To check the version of MPE/iX enter: SHOWME
To check patches, enter: PRINT HPSWINFO.PUB.SYS
This allows HP to determine if the problem is already known and the
correct software is installed at your site.
• Illustrate as clearly as possible the context of any messages. Record
all error messages and numbers that appear at the user terminal
and the system console.
• Prepare the formatted output and a copy of the log file for the HP
representative to analyze.
• Prepare a listing of the HP-UX or MPE/iX I/O configuration being
used for the HP representative to analyze.
• Try to determine the general area within the software where the
problem may exist. Refer to the appropriate reference manual and
follow the guidelines on gathering information for that product.