HP-UX Internet Services Administrator's Guide (May 2010)

5 Troubleshooting Internet Services
This chapter describes how to troubleshoot the Internet Services software.
It discusses the following topics:
• “Troubleshooting Overview” (page 75)
• “Troubleshooting Tips” (page 78)
• “Reporting Problems to Your Hewlett-Packard Support Contact” (page 87)
Troubleshooting Overview
Troubleshooting data communications problems may require you to investigate many
hardware and software components. Some problems can be quickly identified and
resolved. These include invalid software installation, version incompatibilities,
insufficient HP-UX resources, corrupt configuration shell scripts, and programming
or command errors. Other problems require more investigation.
Once identified, most problems can be resolved by the programmer, user, or node
manager, using the suggestions in this chapter or the error messages documented in
the link installation manuals. However, there may be problems that you should report
to your Hewlett-Packard support contact. This chapter includes guidelines for
submitting an HP Service Request (SR).
This section discusses the following topics:
• “Characterizing a Problem” (page 75)
• “Diagnostic Tools Summary” (page 76)
• “Diagnosing Repeater and Gateway Problems” (page 77)
Characterizing a Problem
It is important that you ask questions when trying to characterize a problem. Start with
global questions and gradually get more specific. Depending on the response, ask
another series of questions until you have enough information to understand exactly
what happened. Key questions to ask are as follows:
• Does the problem seem isolated to one user or program? Can the problem be
reproduced? Did the problem occur under any of the following circumstances:
— When running a program?
— When issuing a command?
Troubleshooting Overview 75