Ethernet Support Guide for HP-UX 11i v3

5 Support and other resources
This chapter explains how to contact HP to obtain support or provide feedback, and lists a variety
of resources. In addition, it provides a table describing conventions used in this document. To
contact HP to provide documentation feedback, see Chapter 6 (page 61).
5.1 Contacting HP
This section describes how to contact HP for product support.
5.1.1 Contacting Your HP representative: what to provide for technical support
If you have no service contract with HP, you may use the following procedure, 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 HP representative. 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 and symptoms of the problem.
Your characterization should include: HP-UX commands; communication subsystem commands;
job streams; result codes and messages; and data that can reproduce the problem. You should
also provide a network map with the host name, IP address and station address of each system
connected with the HP system.
Illustrate as clearly as possible the context of any message(s). Prepare copies of information
displayed at the system console and user terminal.
• The installed versions of the LAN drivers. To determine the driver version that is installed in
your server’s kernel, run the following command:
what /stand/vmunix /stand/current/mod/* | grep drivername
where drivername is one of the following:
◦ btlan
◦ gelan
◦ iether
◦ igelan
◦ icxgbe
◦ iexgbe
◦ ixgbe
◦ iocxgbe
You can also run the swlist command and look for the LAN drivers listed above.
• The version of your HP-UX kernel. To determine the version of your kernel, enter the following
command:
uname -r
• Prepare copies of the /etc/hosts, /etc/rc.config.d/hpietherconf (or
hpigelanconf or hpgelanconf) and /etc/rc.config.d/netconf files.
• Run the dmesg command and record messages about the status of the card.
• Run the nwmgr -v command and record the output.
56 Support and other resources