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Problem Determination Tips
Due to the variety of hardware and software combinations
that can be encountered, use the following information to
assist you in problem determination. If possible, have this
information available when requesting assistance from
Service Support and Engineering functions.
Machine type and model
Processor or hard disk upgrades
Failure symptom
– Do diagnostics fail?
– What, when, where, single, or multiple systems?
– Is the failure repeatable?
– Has this configuration ever worked?
– If it has been working, what changes were made
prior to it failing?
– Is this the original reported failure?
Reference Diskette Version
– Type and revision level
Hardware configuration
– Print out (print screen) configuration from
Reference Diskette currently in use
– BIOS level
Operating system software
– Type and revision level
Important
To eliminate confusion, identical systems are
considered
identical
only if they:
1. Are the exact machine type and models
2. Have the same BIOS level
3. Have the same adapters/attachments in the
same locations
4. Have the same address
jumpers/terminators/cabling
5. Have the same software versions and levels
6. Have the same Reference Diskette (version)
7. Have the same configuration options set in the
system
8. Have the same setup for the operation system
control files
Comparing the configuration and software set-up
between “working and non-working” systems will often
lead to problem resolution.
Miscellaneous Information 493