To Create A Support Ticket; Troubleshooting When Devices Are Not Detected; Processor And Memory Non Detected Troubleshooting - HP D6030A - NetServer - E50 User Manual

Chapter 4
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
3. Create a Support Ticket.
When Advanced System Tests have been run, press Esc to return to the previous menu, and
follow directions for creating a Support Ticket. In both cases, the Support Ticket lists the
hardware detected and the results of the Basic System Test and of any Advanced System
Tests you ran.
2. Select
4. Save Support Ticket to floppy
The Support Ticket text file will be written to the flexible diskette in the drive, which can be
either the DiagTools flexible diskette or another formatted flexible diskette. If you have a
large configuration or plan on looping tests, HP recommends that you use a newly formatted
diskette to ensure there is enough space on the floppy to save the entire Support Ticket.
For information about the Support Ticket, see "About the Support Ticket."
2. Use a text editor to view the Support Ticket file to determine which tests were 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."
Running DiagTools in the Text Mode (from the Utility Partition)
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