For
HP
Internal Use
Only
Calling the Response Center
If
your problem is serious enough
to
call
the
HP
Response Center:
1.
Gather
the
following information
to
give
to
the
Response Center engineer who will
be
calling back:
a.
The
modem telephone
number
and
Baud
rate.
b. History
and
nature
of
the
problem:
1.
When
did
the
problem first occur?
11.
What
changes have occurred on
the
system?
111. Has
the
problem ever occurred before?
IV.
Can
the
problem be reproduced?
v. Is
the
problem
intermittent?
c.
All troubleshooting information
gathered
so far. For example:
1.
The
system panic message displayed on
the
console.
11.
If
an
HPMC
is displayed,
the
console display fields.
iii. If
the
system did
not
reboot,
the
sequence
of
4-digit codes
at
bottom
of
console
display. (Press
(Control)-@ first.)
2.
Call
the
Response Center.
If
you are certain
the
problem is hardware, ask for "Hardware
Assistance."
3. Use your
judgment
about
whether
to
reboot
at
this point
and
allow users
to
log back
on, without waiting for
the
Response Center engineer
to
call back. For example,
if
the
computer does
not
execute savecore, you
may
want
to
talk
with
the
Response Center before
rebooting.
If
you choose
to
wait for
the
Response Center engineer
to
call back before allowing users
back on, please
note
this fact
to
the
Response Center
Coordinator
so
that
your call is
appropriately prioritized.
Error Codes and Messages
Error
codes
and
messages come from
the
following sources:
•
PDC
• ISL
•
Operating
Systems
•
Access
port
•
Error
logs
Troubleshooting 5-29
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