IBM 8863 Service Guide - Page 108

Calling, service

Page 108 highlights

If the problem is solved when you remove an adapter from the server but the problem recurs when you reinstall the same adapter, suspect the adapter; if the problem recurs when you replace the adapter with a different one, suspect the PCI-X board. If you suspect a networking problem and the server passes all the system tests, suspect a network cabling problem that is external to the server. Calling IBM for service See Appendix A, "Getting help and technical assistance," on page 143 for information about calling IBM for service. When you call for service, have as much of the following information available as possible: v Machine type and model v Microprocessor and hard disk drive upgrades v Failure symptoms - Does the server fail the diagnostic programs? If so, what are the error codes? - What occurs? When? Where? - Is the failure repeatable? - Has the current server configuration ever worked? - What changes, if any, were made before it failed? - Is this the original reported failure, or has this failure been reported before? v Diagnostic program type and version level v Hardware configuration (print screen of the system summary) v BIOS code level v Operating-system type and version level You can solve some problems by comparing the configuration and software setups between working and nonworking servers. When you compare servers to each other for diagnostic purposes, consider them identical only if all the following factors are exactly the same in all the servers: v Machine type and model v BIOS level v Adapters and attachments, in the same locations v Address jumpers, terminators, and cabling v Software versions and levels v Diagnostic program type and version level v Configuration option settings v Operating-system control-file setup 92 IBM xSeries 366 Type 8863: Problem Determination and Service Guide

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If
the
problem
is
solved
when
you
remove
an
adapter
from
the
server
but
the
problem
recurs
when
you
reinstall
the
same
adapter,
suspect
the
adapter;
if
the
problem
recurs
when
you
replace
the
adapter
with
a
different
one,
suspect
the
PCI-X
board.
If
you
suspect
a
networking
problem
and
the
server
passes
all
the
system
tests,
suspect
a
network
cabling
problem
that
is
external
to
the
server.
Calling
IBM
for
service
See
Appendix
A,
“Getting
help
and
technical
assistance,”
on
page
143
for
information
about
calling
IBM
for
service.
When
you
call
for
service,
have
as
much
of
the
following
information
available
as
possible:
v
Machine
type
and
model
v
Microprocessor
and
hard
disk
drive
upgrades
v
Failure
symptoms
Does
the
server
fail
the
diagnostic
programs?
If
so,
what
are
the
error
codes?
What
occurs?
When?
Where?
Is
the
failure
repeatable?
Has
the
current
server
configuration
ever
worked?
What
changes,
if
any,
were
made
before
it
failed?
Is
this
the
original
reported
failure,
or
has
this
failure
been
reported
before?
v
Diagnostic
program
type
and
version
level
v
Hardware
configuration
(print
screen
of
the
system
summary)
v
BIOS
code
level
v
Operating-system
type
and
version
level
You
can
solve
some
problems
by
comparing
the
configuration
and
software
setups
between
working
and
nonworking
servers.
When
you
compare
servers
to
each
other
for
diagnostic
purposes,
consider
them
identical
only
if
all
the
following
factors
are
exactly
the
same
in
all
the
servers:
v
Machine
type
and
model
v
BIOS
level
v
Adapters
and
attachments,
in
the
same
locations
v
Address
jumpers,
terminators,
and
cabling
v
Software
versions
and
levels
v
Diagnostic
program
type
and
version
level
v
Configuration
option
settings
v
Operating-system
control-file
setup
92
IBM
xSeries
366
Type
8863:
Problem
Determination
and
Service
Guide