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There are some system problems that you will not be able to resolve. In these cases, the Message action field may recommend that you contact your support personnel.
The following types of support personnel may be able to help you:
Support personnel responsible for the SNA network and the remote systems with which SNAP-IX is communicating. For example, these people include the providers of the X.25 network (for X.25 problems), TCP/IP network personnel (for TN Server problems), host personnel (for 3270, RJE, LU0, or LUA problems), and the System Administrator of the remote system (for APPC or CPI-C problems).
Support personnel of your SNAP-IX supplier.
The more information you initially provide about your problem to your support team the more likely you are to receive a fast resolution. See the following sections for the types of information to collect.
Depending upon the nature and extent of the problem you report, support personnel may request that you run snagetpd, the command-line diagnostic collection utility. This utility automatically creates a file in compressed tar format that provides comprehensive data that they can use for diagnosing the problem. It includes all the information described here.
For more information about snagetpd, see Using snagetpd.
Provide the following information in a readme file when submitting your problem to support personnel:
A clear description of your problem. What does not work, or what does not work correctly? What did you expect to happen?
The steps you took before the problem occurred.
The time and date that the problem occurred.
How often, if ever, you can reproduce the problem.
Whether the function worked correctly in the past. If it did, what changes have occurred since it last worked?
The message numbers and parameters of any messages written to the SNA log files that are related to the problem.
In addition to the information provided in the readme file, see Other Information to Provide to Support Personnel.
In addition to the readme file, gather the following information so that you can make it available to support personnel.
If you have a problem that you cannot solve after reviewing the program error messages, do the following:
Note the message displayed on the screen.
Save the log files (see Changing the Names and Locations of Log Files).
Provide the files that you were using as the error and audit log files when the error occurred (normally /var/opt/sna/sna.err and /var/opt/sna/sna.aud). If you were running with tracing enabled, also provide the trace files.
If you were running SNAP-IX with audit or exception logging disabled, attempt to reproduce the problem with all categories of logging enabled. If you can do this, provide the new log files (including all message categories).
If your support team asks for your configuration information, send them the following files:
sna_node.cfg file, which stores node configuration information.
sna_domn.cfg file, which stores domain configuration information.
sna_tps file, which stores TP configuration information.
In addition to the configuration files, support may ask for the style files for the following programs:
The 3270 emulation program
Refer to the SNAP-IX 3270 User's Guide for more information about determining which style file you are using.
The 5250 emulation program
Refer to the SNAP-IX 5250 User's Guide for more information about determining which style file you are using.
The RJE workstation program
Refer to the SNAP-IX RJE User's Guide for more information about determining which style file you are using.
If a problem cannot be resolved locally, your support team needs to
know exactly what level of code is running on your machine. Use the appropriate Solaris
utility to display the overall version of the software package.
All SNAP-IX code contains tags
that identify the precise
code level. Use the snawhat utility
to extract this information. If a third party application has been linked
with a static library, then the version of the library used can be determined
by using snawhat.
To obtain version information about files, type the following on the command line:
snawhat <filename>
where <filename> represents the file or files for which you need version information.
For example, to obtain version information about:
the static libraries used by a local directory file named my_appl, type the following on the command line:
snawhat my_appl
sna* executables installed on the local directory, type the following on the command line:
snawhat sna*
In addition to checking which programs are running, you can check the Solaris processing environment. Your support team may ask you to run the ipcs standard Solaris utility and ps standard Solaris utility to obtain information about the status of Solaris processes and resources.
The ipcs utility is a standard tool installed on Solaris computers that provides information about the status of Interprocess Communication (IPC) resources (message queues, shared memory, and semaphores). Run ipcs if the audit and error logs indicate a problem with IPC resources. To obtain maximum information about all IPC resources, type ipcs -a on the command line.
For more information about ipcs, refer to your Solaris documentation.
The ps utility is a standard tool installed on Solaris computers that provides information about the status of Solaris processes on your machine. Run ps in the following situations:
A program will not start.
A program hangs,
crashes, or runs slowly.
A program error message indicates that a running program is interfering with another process.
To obtain basic information about the SNAP-IX processes running, type the following on the command line:
ps -ef | fgrep sna
For more information about ps, refer to your Solaris documentation.
This section summarizes the steps that you should take to collect information for support personnel if you have found a problem that you can reproduce.
Delete the contents of /var/opt/sna, or move the contents to another directory if you need to keep them.
Set the trace file size to a large value to ensure that all relevant trace information will be captured:
snaadmin set_trace_file, trace_file_size = 2000000
Turn on audit and exception logging:
snaadmin set_global_log_type, audit = YES, exception = YES, succinct_audits = NO, succinct_errors = NO
Turn on all tracing:
snaadmin add_dlc_trace
snaadmin set_trace_type, trace_flags = ALL
Follow the sequence of actions that reproduces the problem.
Turn off tracing:
snaadmin remove_dlc_trace
snaadmin set_trace_type, trace_flags = NONE
Run snagetpd to collect the log and trace information:
snagetpd
Provide the snagetpd output to support personnel using whatever mechanism they recommend.
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