17    Reporting Network Problems

If you are unable to solve a critical problem with the network or network service, you should complete the following steps:

1. Read the release notes for the product to see if the problem is known. If it is, follow the solution offered to solve the problem.

2. Check if the product is still under warranty or if your company purchased support services for the product. Your operations manager can supply you with the necessary information.

3. If either condition in step 2 was met, take one of the following actions:

   1. Access the online service database, if you have purchased this service, and determine if the problem you are experiencing has already been reported. If it has not, log your problem.

   2. Call your service representative and describe the problem.

4. If you are requested to supply any information pertaining to the problem, gather the necessary information and submit it.

17.1    Gathering Information

You might be asked to submit some of the information that is listed in the sections that follow. This information can help isolate problems to a particular area of the system and speed the resolution of the problem. It is a good idea to keep all basic information in a system.information file. Then you can easily include it with your problem report.

17.1.1    General Information

Gather the following information about your system:

• The operating system version and revision number (from the /etc/motd file). Add this to the system.information file.

• A description of your system's activity before the error.

• A listing of the exact command line or lines executed and the output.

• A copy of the application source code, if running a user-created application. If possible, include a sample test program that demonstrates the problem.

17.1.2    Hardware Architecture

Gather the following information about the hardware architecture:

• A description of the model of the workstation or server (from the /usr/sys/conf/HOSTNAME file), including the type of graphics controller (if a workstation), the amount of memory, and third-party hardware

• A description of the X server

  To determine which type you are running, enter the following command:

  # ps ax | grep /usr/bin/X
  

• A description of the disks used and the size of your swap partition

  For example, if your system disk is unit 0, enter the following commands as root to add this information to the system.information file:

  # disklabel -r /dev/rrz0a >> system.information
  # echo df: >> /system.information
  # df >> /system.information
  # echo mount: >> /system.information
  # mount >> /system.information
  # echo xdpyinfo: >> /system.information
  # xdpyinfo >> /system.information
  

• Any networking information

  To add this to the system.information file, enter the following commands:

  # echo netstat: >> /system.information
  # netstat -i -n >> system.information
  # netstat -r -n >> /system.information
  # echo nslookup: >> /system.information
  # nslookup localhost >> /system.information
  

• Any event logging information

  To add this to the system.information file, enter the following commands:

  # uerf -R -o full | head -200 >> /system.information
  

17.1.3    Software Architecture

Gather the following information about the software architecture:

• A description of the software subsets installed

  To add this to the system.information file, enter the following commands:

  # echo setld: >> /system.information
  # setld -i >> /system.information
  

• The output of the setld log file

  To add this to the system.information file, enter the following command:

  # pr /usr/adm/smlogs/setld.log >> /system.information
  

• The automatic reboot file

  To add this to the system.information file, enter the following commands:

  # pr /etc/rc.config* >> /system.information
  # pr /sbin/rc[023] >> /system.information
  # pr /sbin/init./* >> /system.information
  

• A description of the layered products installed