HP A6829A PCI Dual Channel Ultra160 SCSI Host Bus Adapter Service and User Guide (May 2003)

Troubleshooting

Contacting Your Hewlett-Packard Representative

Chapter 390

Contacting Your Hewlett-Packard

Representative

If the equipment is covered by an HP service contract, document the

problem as a service request and forward it to your HP representative.

Include the following information where applicable:

• Describe the problem, including the events and symptoms leading up

to the problem. Attempt to describe the source of the problem.

Include commands, communication subsystem commands,

functionality of user programs, result codes and messages, and data

that can reproduce the problem.

• Obtain the version, update, and ﬁx information for all software.

To check the version of the kernel, issue this command:

uname -r

To check patches, issue the following command:

what /stand/vmunix | grep scsi

This allows HP to determine if the problem is already known and the

correct software is installed at your site.

• Illustrate the context of messages as clearly as possible. Record all

error messages and numbers that appear at the user terminal and

the system console.

• Prepare the formatted output and a copy of the log ﬁle for the HP

representative to analyze.

• Prepare a listing of the HP-UX I/O conﬁguration being used for the

HP representative to analyze.

• Try to determine the general area within the software where the

problem might exist. Refer to the appropriate reference manual and

follow the guidelines on gathering information for that product.

• Document your interim (workaround) solution. The cause of the

problem can sometimes be found by comparing the circumstances in

which the problem occurs with the circumstances in which the

problem does not occur.

• In the event of a system failure, obtain a full memory dump.