32 Chapter4
Troubleshooting SCSI
Troubleshooting
Contacting Your HP 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 HP-UX 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, enter this command:
uname -r
To check patches, enter:
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 as clearly as possible the context of any messages. 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 may
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.
