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Contacting Your HP Representative
Chapter 3
24
Contacting Your HP Representative
If you have no 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 representative. 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 and symptoms of the problem.
Your characterization should include: HP-UX commands; communication subsystem
commands; job streams; result codes and messages; and data that can reproduce the
problem. You should also provide a network map with the host name, IP/Internet
address, and station address of each system connected with the HP system.
Illustrate as clearly as possible the context of any message(s). Prepare copies of
information displayed at the system console and user terminal.
• Obtain the version, update, and fix information for all software. For example, to
check the version number, execute:
what /stand/vmunix | grep gelan or the swlist command and look for
GigEther-00 (for gelan on HP-UX 11i and later)
or
what /stand/vmunix | grep igelan or the swlist command and look for
GigEther-01 (for igelan on HP-UX 11i and later).
To check the version of your kernel, execute uname -r.
This allows HP to determine if the problem is already known and if the correct
software is installed at your site.
• Prepare copies of the /etc/hosts, /etc/rc.config.d/hpgelanconf (or
hpigelanconf), and /etc/rc.config.d/netconf files.
• Execute the dmesg command and record messages about the status of the card.
• Execute the lanscan -v command and record the output.
• Execute the display command of the lanadmin diagnostic on the Gigabit Ethernet
interface and record the output.
• Record the troubleshooting flowchart number where you are unable to resolve the
problem.
• Record all error messages and numbers that appear at the user terminal and the
system console.
• Save all network log files:
/var/adm/nettl.LOG00 and nettl. LOG01
/var/adm/nettl.LOG000 and nettl. LOG001 (for HP-UX 11i and later)