User Guide

112 Server Operating System Administration Guide
Server Operating System Administration Guide
103-000148-001
August 30, 2001
Novell Confidential
Manual 99a38 July 17, 2001
Using Novell Support Tools
Novell has additional support tools available. For a list of these tools, see the
Novell Support Web site > Support tools (http://support.novell.com/
tools.html).
Opening a Support Incident
You can open a support incident online. To access the form, see the Novell
Support Web site > Electronic Incident (https://support.novell.com/elecinc/
eiLogin.jsp).
Documenting the Solution
After you resolve a server or network problem, document the solution
thoroughly. The information will be helpful if similar problems occur in the
future. Be sure to document changes to the server or network configuration,
software and hardware updates or additions, new version numbers,
workarounds, etc.
Creating a Core Dump
Novell might request a core dump when a server experiences a lockup or
abend and other troubleshooting has failed to resolve the problem. A core
dump is a copy of a NetWare server’s memory at the time the server abended.
Core dumps can be analyzed by Novell engineers and are often the key to
finding software bugs. However, now that servers typically use large amounts
of RAM, creating a core dump is less likely to be a routine troubleshooting
procedure. Your ABEND.LOG file could be equally valuable for diagnosis.
IMPORTANT: You will be expected to install all necessary patches before Novell
requests a core dump. To send a core dump file to Novell, you must first open a
support incident, which will be billable. You will not be charged until the incident is
resolved or closed. If the problem is a Novell bug and no patches were previously
available, then there will be no charge.
The procedure for creating a core dump file follows, but your support
representative can explain it when you call.
You can perform the following types of core dumps:
 Full core dump copies all server memory to a local drive or device.
 Full core dump minus cache copies all server memory except file cache
(disk cache) to a local drive or device. The cacheless core dump is
smaller, but it provides as much useful information as a full core dump.