SSH Reference Manual

Troubleshooting
Introduction
This chapter lists the information items needed by support when reporting an SSH2 related problem and a number of
common error messages that SSH2 or an SSH client can produce, and explains what they mean in more detail.
We do not attempt to list all error messages here: there are many that should never occur, and some that should be self-
explanatory.
Information Needed By Support
When sending a support request, please provide the following information (the more information you supply, the better
support can be provided):
• Short description (one or two lines)
• Product Environment
o SSH2 Version: Please run the SSH2INFO macro on your SSH2 installation subvolume and send the result.
o SSH2 Status: If possible, please run SSHCOM against a running instance of the SSH2 process, execute the
INFO SSH2 command and send the output.
o Clients/Servers: Which SSH/SFTP clients and daemons are communicating with the NonStop™ platform
via SecurFTP/SSH? Please provide platform information, product names and version numbers.
• Problem Description
o Detailed description: Please describe the problem (expected versus observed behavior).
o Context: "Installing the product and having a problem getting it to work" or "Product has been running
successfully; this is a new issue" or any other detail describing the context.
o Frequency: How often does the problem occur? (sporadically/frequently/always)
o Occurrence: Where does the problem occur? (on all workstations or sessions/only on selected workstations
or session)
o Error Message: Is there an error message generated? Please specify the exact text. The error message may
be taken from EMS, from a log file or captured from a screen.
o Reproduction: Please describe the exact steps that led to the problem.
HP NonStop SSH Reference Manual Troubleshooting • 331