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Troubleshooting
Contacting Your Hewlett-Packard Representative
Chapter 348
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 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.
• Document your interim (workaround) solution. The cause of the
problem can sometimes be found by comparing the circumstances in