HP LH4r HP Netserver DiagTools v2.0 User Guide - Page 25

To Create A Support Ticket, Processor and Memory Non Detected Troubleshooting

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Chapter 4 Running DiagTools in the Text Mode (from the Utility Partition) When you create a Support Ticket, its filename and location appear on the screen. Each time you create a Support Ticket, it overwrites the previous one. To preserve a Support Ticket, copy its file elsewhere, rename it, or remove the diskette where it is located from the drive. You can view a Support Ticket with a text editor. You can also use the text editor to add your comments to the Support Ticket. Save Support Tickets you think contain important information for future reference. Supply the relevant Support Ticket when you communicate with your support provider. To Create A Support Ticket 1. When Basic System Tests are completed, select 2. Go to Advanced and select indiviual tests.. Then press "T" to view the Support Ticket. When Advanced System Tests have been run, press Esc to return to the previous menu first. The Support Ticket lists the hardware detected and the results of the Basic System Test and of any Advanced System Tests you ran. 2. Replace the DiagTools diskette with a newly formatted one and select 4. Save Support Ticket to floppy The Support Ticket text file will be written to the flexible diskette in the drive. 2. Use a text editor to view the Support Ticket file to determine which tests failed. For the failed tests, do the following: a. Note the error codes associated with these tests. b. Open the Error Code Viewer by selecting the Misc menu on the Advanced System Test Menu and then choosing Error Code Viewer. Or, consult the list of error codes in Chapter 5 of this Guide. c. Look up each error code to find its meaning and take suggested corrective actions. Troubleshooting When Devices are not Detected If any processors, memory, or SCSI devices were not detected (see Table 4-2), save and print a Support Ticket. Record this ticket for later use by saving it to its own newly formatted diskette. Processor and Memory Non Detected Troubleshooting If processors or memory were not detected, redo the installation of the NetServer. To do so, press the F3 function key to exit DiagTools. Refer to the NetServer Documentation CD included with the unit. Shut down the NetServer, redo the installation, and replace all covers. Redo the system installation using the Setup utility on the HP NetServer Navigator CD-ROM. Then run DiagTools again to see whether all components are detected. • If (after reconfiguring the NetServer and booting up with DiagTools) all components are detected, then rerun the basic tests. See "Running the Basic Tests." • If any processors, memory or SCSI devices (listed in Table 4-2) are still not detected, it is recommended that you run the Basic System Tests and create a Support Ticket anyway. Doing so may give more information to help diagnose what the problem is. 21

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Chapter 4
Running DiagTools in the Text Mode (from the Utility Partition)
21
When you create a Support Ticket, its filename and location appear on the screen.
Each time you create a Support Ticket, it overwrites the previous one. To preserve a Support Ticket, copy its
file elsewhere, rename it, or remove the diskette where it is located from the drive.
You can view a Support Ticket with a text editor. You can also use the text editor to add your comments to
the Support Ticket.
Save Support Tickets you think contain important information for future reference. Supply the relevant
Support Ticket when you communicate with your support provider.
To Create A Support Ticket
1.
When Basic System Tests are completed, select
2. Go to Advanced and select indiviual tests..
Then press "T" to view the Support Ticket.
When Advanced System Tests have been run, press Esc to return to the previous menu first.
The
Support Ticket lists the hardware detected and the results of the Basic System Test and of any
Advanced System Tests you ran.
2.
Replace the DiagTools diskette with a newly formatted one and select
4. Save Support Ticket to floppy
The Support Ticket text file will be written to the flexible diskette in the drive.
2.
Use a text editor to view the Support Ticket file to determine which tests failed.
For the failed tests, do the following:
a.
Note the error codes associated with these tests.
b.
Open the Error Code Viewer by selecting the
Misc
menu on the Advanced System Test Menu
and then choosing
Error Code Viewer
. Or, consult the list of error codes in Chapter 5 of this
Guide
.
c.
Look up each error code to find its meaning and take suggested corrective actions.
Troubleshooting When Devices are not Detected
If any processors, memory, or SCSI devices were
not
detected (see Table 4-2), save and print a Support
Ticket. Record this ticket for later use by saving it to its own newly formatted diskette.
Processor and Memory Non Detected Troubleshooting
If processors or memory were not detected, redo the installation of the NetServer. To do so, press the F3
function key to exit DiagTools. Refer to the NetServer Documentation CD included with the unit. Shut
down the NetServer, redo the installation, and replace all covers. Redo the system installation using the
Setup utility on the HP NetServer Navigator CD-ROM. Then run DiagTools again to see whether all
components are detected.
•
If (after reconfiguring the NetServer and booting up with DiagTools) all components are detected,
then rerun the basic tests. See “Running the Basic Tests.”
•
If any processors, memory or SCSI devices (listed in Table 4-2) are still
not
detected, it is
recommended that you run the Basic System Tests and create a Support Ticket anyway. Doing so
may give more information to help diagnose what the problem is.