There are several things you need to know in order to make effective use of the IBM Support Center. You need to know when to call IBM, how to contact IBM, and what information to collect before calling.
Contact the IBM Support Center for the following situations:
These failures may not always occur on the same node, given the distributed nature of this software.
A single node or infrequent software failure that is not mission-critical may not be a cause to contact the IBM Support Center immediately. These problems may be caused by conditions that can be remedied through administrative techniques. Investigate these failures, using this manual as a guide for conducting the investigation. Follow these steps:
Log information about these failures that you discover in the course of your investigations. This information can be used for your own future reference, and by the IBM Support Center if this failure becomes frequent enough or critical enough to require their assistance, as follows:
Problems and failures may appear to be unrelated at first, but they may have some relationship that is not immediately evident. Examine the conditions that were recorded for previous infrequent failures to see if there may be a pattern to them, even if the failure seem to be unrelated. Consider the following items when looking at the historical data on problems and failures:
Contact the IBM Support Center when you discover any patterns in infrequent failures because:
|ATTENTION - READ THIS FIRST|
Read this section in its entirety and perform ALL of the instructions listed here before placing a call to IBM. Some of the required information must be captured immediately before system conditions change, the data is lost, or the data is overwritten.
To obtain this information:
To obtain the necessary information from the halted nodes:
splm -a service -t filename -r
to clear the current contents of the /tmp/ibmsupt directories on these nodes. filename is the name of the file from Step f.
splm -a service -t filename -c -p Dg
to start the snap -Dg command on these nodes. filename is the name of the file from Step f.
splm -a gather -k service -t \ filename -l /tmp/servcol -o tape_device_name
to retrieve the service information. The command retrieves the information from the nodes listed in the file, writes this information temporarily to the /tmp/servcol file, then archives the data to the tape device in tar format. filename is the name of the file from Step f. tape_device_name is the name of the tape drive.
|IBM Phone Numbers|
In the United States:
Outside the United States, contact your local IBM Service Center.
Contact the IBM Support Center using the phone number above, for these problems:
The person with whom you speak will ask for the information from Information to collect before contacting the IBM Support Center and give you a time period during which an IBM representative will return your call.
For failures in non-IBM software, follow the problem reporting procedures documented for that product.
For SP hardware failures, contact IBM Hardware Support at the number above.
For PC problems, contact the PC Help Center at the number above. Have your machine type and serial number ready.
For any problems reported to the IBM Support Center, a Problem Management Record (PMR) is created. A PMR is an online software record used to keep track of software problems reported by customers.
|IBM Mailing Address|
IBM RS/6000 Scalable POWERparallel Systems
Dept. 39KA, M/S P961, Bldg. 415
2455 South Road
Poughkeepsie, N.Y. 12601-5400
Be sure that the person you identified as your contact can be reached at the phone number you provided in the PMR.