Installing and Administering Internet Services

Chapter 12 395
Troubleshooting Internet Services
Reporting Problems to Your Hewlett-Packard Support Contact
Reporting Problems to Your
Hewlett-Packard 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 Hewlett-Packard 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 and what led up to
the problem.
Your characterization should 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(s).
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 Internet Services version, execute the what
service_name command, where service_name is a network service
specific to the networking product such as ftp for Internet Services.
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
Hewlett-Packard support contact to further analyze.
• Prepare a listing of the HP-UX I/O configuration you are using for
your Hewlett-Packard support contact to further analyze.