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  The HP e3000 Never Hangs...Or Does It?

 

The e3000 is well known for its reliability and sturdy nature. On the very rare occasion when it simply ceases to function (hangs), here’s a handy checklist you can use to ensure problem resolution. Resource 3000 can help you with the procedure, and can help you diagnose the problem, getting you back in business quickly. Please follow this checklist, to help the support people to better understand the system hang:


Does anything work? If you can’t get a response at the system console, your system is probably hung. Sometimes a hang might be an application hang and not a system hang. Make sure you can do nothing at the system console before taking any drastic steps. You might be able to abort the user or users of the hung application and get things back up and running quickly.


If no user can log on to the system, then again, your system is probably hung.


To further diagnose the problem, check the system “speedometer.” At the hardware console, press control- B. That should start a display, at the bottom left of the screen, of four-digit hex numbers. If the system is still somewhat alive, there should be a pair of hex numbers alternating between FFFF and F#FF (e.g., F7FF). We’re interested in that F#FF, not the FFFF. (If one of the numbers is DEAD, then your system aborted, and isn’t hung)


Is there disk activity? (E.g., disk activity lights flashing)


Is there tape activity? (E.g., tape activity lights flashing)


What are the last few console messages? If possible cut/ paste the console memory and email it to support. At a minimum, write what you can into your support log for support.


What were the last few things you remember the system doing? (e.g., jobs run, program run)


At this point, if your system is truly hung, you’ll need to decide the importance of diagnosing the problem. If this is the first hang you’ve had in a very long time (likely), you may decide to reboot

and hope it doesn’t happen again. However, if you want to diagnose the problem, you’ll need to perform a memory dump, which saves the contents of memory and other information to tape. To perform a memory dump:


At the console, press control-B, then TC, then press <return>. Do not enter RS – this will restart the system! Note: you will need to be present at the console to answer the following questions:


Boot from primary path? enter: Y

Interact with IPL? enter: Y


Put a write-enabled tape into the tape drive.


At the ISL prompt, enter: DUMP


Enter a one line description of the dump, and press
<return>


The description should have your company name, phone number, and a brief description of the hang. The dump should now start writing to the tape, and will print periods on the console while it is writing (one period per megabyte dumped). The dump will take between five minutes and two hours, depending on your
system’s memory capacity and the amount of activity on the system before it hung.


Upon completion of the memory dump, eject and write protect the tape and label it appropriately. You may now restart the system as normal.


If you’d like to speed up our dump analysis, please do the following:


Load the memory dump onto your HP 3000 from the tape.

Logon as MGR.TELESUP,DUMPS or MANAGER.SYS,DUMPS.

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