OSI/FTAM Configuration and Management Manual

FTAM Troubleshooting
OSI/FTAM Configuration and Management Manual—421944-001
6-21
Getting Help
Getting Help
If you encounter a problem that you are unable to resolve, you will need to follow your
installation’s procedures for seeking additional help. These procedures might involve
contacting the Global Customer Support Center (GNSC) or your local service provider.
Provide a description of the conditions under which the problem occurred, along with
SCF status and statistics data and a copy of the trace files.
To gather the information that will help during further analysis, follow these steps:
1. Reset the statistics for all subsystems and processes.
2. Start traces against the suspected processes.
3. Rerun the application to record the problem.
4. Stop the traces.
5. Make a log of the statistics and configuration information.
6. Collect any other relevant information and supporting documentation, such as EMS
logs, error-message codes, Inspect save files (if appropriate), and a description of the
problem and accompanying symptoms.
If your local operating procedures require that you contact the GCSC, please supply
your system number and the numbers and versions of all related products, as well.
Once you complete the above steps, you will need to supply the traces, the logged
statistics, and other necessary information to the appropriate support organization.
Appendix A, Example FTAM Configuration Command Files, describes sample SCF
command files for resetting all statistics counters and for displaying and logging
statistics and configuration information to be supplied to your service provider. These
command files are specific to the sample configuration described in the appendix; you
should use a similar command file tailored to your configuration. Source code for the
command files is provided with the Tandem FTAM software so that you can adapt the
command files for your own use.