B
Troubleshooting Aids
Answer the following questions and record the information before you contact
technical support. This information can then be used by support engineers, to
help you with your problem.
Network
Information
◆
Have software or hardware changes been made to your network?
◆
Are you using Domain Name Service or a hosts file?
◆
Can you run a separate executable program, such as ping or telnet?
Terminal
Information
◆
What is the version number of your operating system?
◆
Have changes been made to your terminal’s configuration?
Problem
Description
◆
What operation were you performing when the problem occurred?
◆
When did the problem begin to occur?
◆
Did the terminal emulator operate satisfactorily before the problem
appeared?
◆
Was an error message displayed at your terminal? If so, include the
message’s text (and case) as it appeared.
◆
Did other information appear on your terminal’s screen when the problem
occurred?
◆
How often does the problem occur?
◆
Have you attempted to isolate the problem?
◆
Have you created a temporary solution to the problem? If so, is it
documented?
◆
Have trace files been created that were active when the problem occurred?
For example, have you created LAN traces?
◆
Do you have other information that might assist us in diagnosing your
problem? For example, do you have printouts and sample screen prints?
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