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

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.
Include the following in your characterization: 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 messages. 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.
• Try to determine the general area within the software where you think the problem
exists. Refer to the appropriate reference manual and follow the guidelines on
gathering information for problems.
• Document your interim or “workaround” solution. The cause of the problem can
sometimes be found by comparing the circumstances in which it occurs with the
circumstances in which it does not occur.
• Create copies of any Internet Services or other trace files that were active when
the problem occurred for your Hewlett-Packard support contact to further analyze.
• In the event of a system failure, a full memory dump must be taken. Use the HP-UX
utility /sbin/savecore to save a core dump. See the HP-UX System Administration
Tasks manual for details. Send the output to your Hewlett-Packard support contact.
88 Troubleshooting Internet Services