Dealing with System Problems

This topic discusses common problems which you may encounter in day-to-day operations and offers suggestions for solving them. Possible problems are listed under the following headings:

• Common User Problems and Solutions.

• Networking Problems.

• Serious Problems.

• Log Files.

• System Debugger.

Introduction

Some general guidelines for handling problems on your system are:

• Maintain a system log book so that you can see patterns and give your local support representative complete information when you ask for help with a problem.
• Do not ignore problems on your system. Although it is possible to have a problem that occurs only once, most problems are symptoms of recurring conditions that require solutions.
• Only use troubleshooting procedures that you are confident you can perform. For some problems, an attempted solution can worsen your system's condition. When in doubt, call your local support representative.

Training Users to Report Problems

Always request your users' help in reporting system problems. Let them know exactly what information you want when they report a problem. You might find it useful to create and distribute a problem form to your users, requesting the following information:

• Terminal (process/port) number.
• Error or abort messages.
• The name of the program or command in progress when the problem was first noted.
• The exact order of steps taken leading up to the problem - every detail helps.
• What steps, if any, were taken to work around the problem.
• Any unusual occurrences.

Place a sticker with the terminal number on each local terminal. This speeds up the troubleshooting process significantly.