ATM Configuration and Troubleshooting Guide

Troubleshooting
Contacting Your HP Representative
Chapter 9 281
Contacting Your HP Representative
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. If you do not have a service
contract with HP, you can provide the information described below, but
you will be billed accordingly for time and materials.
• A description of the problem, including the events and symptoms
leading to the problem. Try to describe the source ofthe problem, and
illustrate as clearly as possible the context of any messages.
The description should include the following:
— Type of ATM adapter installed (155 Mbits/s or 622 Mbits/s).
— HP-UX commands.
— Communication subsystem commands.
— Functionality of user programs.
— Result codes and messages.
— Data that can reproduce the problem.
• A record of all error messages and numbers that appear at the
user terminal and the system console.
• Copy the following files:
— /etc/nettlgen.conf
— /var/adm/nettl.LOG*
• The version, update and fix information for all software. To
check the version of HP-UX, use this command:
uname -a
• A list of any patches that have been installed (use the commands
swlist and what/stand/vmunix to display patch information).
• A description of the HP-UX I/O configuration you are using.
• A description of the network topology.
• Any information about where you think the problem might be, and
why.