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Solving Problems 119
Problem Determination Tips
Due to the variety of hardware and software combinations that can be encountered, use the
following information to assist you in problem determination. If possible, have this information
available when requesting assistance from Service Support and Engineering functions.
• Machine type and model
• Processor or hard disk upgrades
• Failure symptom
Do diagnostics fail?
What, when, where, single, or multiple systems?
Is the failure repeatable?
Has this configuration ever worked?
If it has been working, what changes were made prior to it failing?
Is this the original reported failure?
• Reference/Diagnostics version
Type and version level
• Hardware configuration
Print (print screen) configuration currently in use
BIOS level
• Operating system software
Type and version level
Note
To eliminate confusion, identical systems are considered identical only if they:
• Are the exact machine type and models
• Have the same BIOS level
• Have the same adapters/attachments in the same locations
• Have the same address jumpers/terminators/cabling
• Have the same software versions and levels
• Have the same Reference/Diagnostics Diskette (version)
• Have the same configuration options set in the system
• Have the same setup for the operation system control files
Comparing the configuration and software set-up between "working and non- working" systems
will often lead to problem resolution.