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Troubleshooting
Reporting Problems to Your HP Support Contact
Chapter 11308
Reporting Problems to Your HP Support
Contact
If you do not have a service contract with HP, you may follow the
procedure described below but you will be billed accordingly for time and
materials.
If you have a service contract with HP, document the problem as a
Service Request (SR) and forward it to your HP support contact. Include
the following 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 of the problem must include the following:
HP-UX commands, communication subsystem commands, job
streams, result codes and messages, and data that can reproduce the
problem.
Illustrate as clearly as possible the context of any message. Prepare
copies of information displayed at the system console and user
terminal.
• Obtain the version, update, and fix information for all software.
To check your Kerberos server version, execute the what
binary_name
command, where the
binary_name
indicates a
Kerberos server binary, such as kadmin, kdcd, or kadmind.
To check the version of your kernel, execute uname -r.
This allows your support contact to determine if the problem is
already known, and if the correct software is installed at your site.
• Record all error messages and numbers that appear at the user
terminal and the system console.
• Save all network log files.
Prepare the formatted output and a copy of the log file for your HP
support contact to further analyze.