Ethernet Support Guide for HP-UX 11i v3

• Run nwmgr -g to display all statistics on the interface and record the output.
• Record the troubleshooting flowchart number where you are unable to resolve the problem.
• Record all error messages and numbers that appear at the user terminal and the system console.
• Save all network log files:
/var/adm/nettl.LOG000 and nettl.LOG001 (for HP-UX 11i and later)
Make sure that the ERROR and DISASTER log classes are enabled when the log files are
collected.
Prepare the formatted output and a copy of the log file for your HP representative to further
analyze.
• Prepare a listing of the HP-UX I/O configuration you are using for your HP representative to
further analyze. Use theioscan(1m) command to help collect this information.
• Try to determine the general area within the software where you think the problem exists. See
the appropriate reference manual and follow the guidelines on gathering information for that
product.
• 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 or Ethernet link trace files that were active when the problem
occurred for your HP representative to further analyze.
• In the event of a system failure, a full memory dump must be taken. Use the HP-UX utility save
a core dump. Send the output to your HP representative.
• Run the nwmgr -g command to collect card configuration and statistics. Examples:
nwmgr -g -A all -c lanppa
nwmgr -g --st mib,subsys -c lanppa
nwmgr -g --st extmib -c lanppa
In these examples, ppa is the physical point of attachment of the card.
5.1.2 HP contact information
For the name of the nearest HP authorized reseller:
• See the Contact HP worldwide (in English) webpage:
http://www8.hp.com/us/en/hp-information/summary/ww-contact-us.html
For HP technical support:
• In the United States, see the Contact HP United States webpage:
http://www8.hp.com/us/en/contact-hp/contact.html
• To contact HP by phone:
Call 1-800-HP-INVENT (1-800-474-6836). This service is available 24 hours a day, 7
days a week. For continuous quality improvement, calls may be recorded or monitored.
◦
◦ If you have purchased a Care Pack (service upgrade), call 1-800-633-3600. For more
information about Care Packs, refer to the HP website:
http://www8.hp.com/us/en/services/it-services.html
◦ In other locations, see the Contact HP worldwide (in English) webpage:
http://welcome.hp.com/country/us/en/wwcontact.html
5.1 Contacting HP 57