Troubleshooting 49
• Any notes describing the details of the problem, including recent changes to the system, the events
that triggered or are associated with the problem, and the steps needed to reproduce the problem.
• Notes on anything nonstandard about the server setup.
• Operating system information ("Operating system information you need" on page 49)
Operating system information you need
Depending on the problem, you may be asked for certain pieces of information. Be prepared to access
the information listed in the following sections, based on operating system used.
Microsoft® operating systems
Collect the following information:
• Whether the operating system was factory installed
• Operating system version number
• A current copy of the following files:
o WinMSD (Msinfo32.exe on Microsoft® Windows® 2000 systems)
o Boot.ini
o Memory.dmp
o Event logs
o Dr. Watson log (drwtsn32.log) if a user mode application, such as the Insight Agents, is having
a problem
o IRQ and I/O address information in text format
• An updated Emergency Repair Diskette
• If HP drivers are installed:
o Version of the PSP used
o List of drivers from the PSP
• The drive subsystem and file system information:
o Number and size of partitions and logical drives
o File system on each logical drive
• Current level of Microsoft® Windows® Service Packs and Hotfixes installed
• A list of each third-party hardware component installed, with the firmware revision
• A list of each third-party software component installed, with the version
• A detailed description of the problem and any associated error messages
Linux operating systems
Collect the following information:
• Operating system distribution and version
Look for a file named /etc/distribution-release (for example, /etc/redhat-release)
• Kernel version in use
• Output from the following commands (performed by root):
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