DEC 4000 AXP User manual

DEC4000AXP
ServiceGuide
Order Number: EK–KN430–SV. B01
Digital Equipment Corporation
Maynard, Massachusetts

Revised, July 1993
First Printing, December 1992
The information in this document is subject to change without notice and should not be construed
as a commitment by Digital Equipment Corporation.
Digital Equipment Corporation assumes no responsibility for any errors that may appear in this
document.
The software, if any, described in this document is furnished under a license and may be used or
copied only in accordance with the terms of such license. No responsibility is assumed for the use
or reliability of software or equipment that is not supplied by Digital Equipment Corporation or its
affiliated companies.
Copyright © Digital Equipment Corporation, 1992. All Rights Reserved.
The Reader’s Comments form at the end of this document requests your critical evaluation to assist
in preparing future documentation.
The following are trademarks of Digital Equipment Corporation: Alpha AXP, AXP, DEC, DECchip,
DECconnect, DECdirect, DECnet, DECserver, DEC VET, DESTA, MSCP, RRD40, ThinWire,
TMSCP, TU, UETP, ULTRIX, VAX, VAX DOCUMENT, VAXcluster, VMS, the AXP logo, and the
DIGITAL logo.
OSF/1 is a registered trademark of Open Software Foundation, Inc.
All other trademarks and registered trademarks are the property of their respective holders.
FCC NOTICE: The equipment described in this manual generates, uses, and may emit radio
frequency energy. The equipment has been type tested and found to comply with the limits for
a Class A computing device pursuant to Subpart J of Part 15 of FCC Rules, which are designed
to provide reasonable protection against such radio frequency interference when operated in a
commercial environment. Operation of this equipment in a residential area may cause interference,
in which case the user at his own expense may be required to take measures to correct the
interference.
S2384
This document was prepared using VAX DOCUMENT, Version 2.1.

Contents
Preface ................................................ xiii
1 System Maintenance Strategy
1.1 Troubleshooting the System . ....................... 1–1
1.2 Service Delivery Methodology ...................... 1–7
1.3 Product Service Tools and Utilities . . . ............... 1–8
1.4 Information Services ............................. 1–11
1.5 Field Feedback . . . ............................... 1–12
2 Power-On Diagnostics and System LEDs
2.1 Interpreting System LEDs . . ....................... 2–1
2.1.1 Power Supply LEDs ........................... 2–2
2.1.2 Operator Control Panel LEDs ................... 2–7
2.1.3 I/O Panel LEDs .............................. 2–9
2.1.4 Futurebus+ Option LEDs ....................... 2–11
2.1.5 Storage Device LEDs . . . ....................... 2–12
2.2 Power-Up Screens ............................... 2–15
2.2.1 Console Event Log ............................ 2–17
2.2.2 Mass Storage Problems Indicated at Power-Up ...... 2–18
2.2.3 Robust Mode Power-Up . ....................... 2–26
2.3 Power-Up Sequence .............................. 2–27
2.3.1 AC Power-Up Sequence . ....................... 2–27
2.3.2 DC Power-Up Sequence . ....................... 2–29
2.3.3 Firmware Power-Up Diagnostics . . ............... 2–32
2.3.3.1 Serial ROM Diagnostics ..................... 2–32
2.3.3.2 Console Firmware-Based Diagnostics........... 2–33
2.4 Boot Sequence . . . ............................... 2–33
2.4.1 Cold Bootstrapping in a Uniprocessor Environment . . 2–34
2.4.2 Loading of System Software ..................... 2–35
2.4.3 Warm Bootstrapping in a Uniprocessor
Environment . ............................... 2–36
v

2.4.4 Multiprocessor Bootstrapping ................... 2–37
2.4.5 Boot Devices. . ............................... 2–37
3 Running System Diagnostics
3.1 Running ROM-Based Diagnostics ................... 3–1
3.1.1 test . ....................................... 3–3
3.1.2 show fru .................................... 3–5
3.1.3 show_status . . ............................... 3–7
3.1.4 show error . . . ............................... 3–8
3.1.5 memexer ................................... 3–10
3.1.6 memexer_mp . ............................... 3–11
3.1.7 exer_read ................................... 3–12
3.1.8 exer_write . . . ............................... 3–14
3.1.9 fbus_diag ................................... 3–16
3.1.10 show_mop_counter ............................ 3–18
3.1.11 clear_mop_counter ............................ 3–19
3.1.12 Loopback Tests ............................... 3–20
3.1.12.1 Testing the Auxiliary Console Port (exer) . . ...... 3–20
3.1.12.2 Testing the Ethernet Ports (netexer) ........... 3–20
3.1.13 kill and kill_diags ............................ 3–21
3.1.14 Summary of Diagnostic and Related Commands ..... 3–21
3.2 DSSI Device Internal Tests . ....................... 3–22
3.3 DECVET...................................... 3–25
3.4 Running UETP . . ............................... 3–26
3.4.1 Summary of UETP Operating Instructions . . . ...... 3–26
3.4.2 System Disk Requirements ..................... 3–28
3.4.3 Preparing Additional Disks ..................... 3–28
3.4.4 Preparing Magnetic Tape Drives . . ............... 3–29
3.4.5 Preparing Tape Cartridge Drives . . ............... 3–29
3.4.5.1 TLZ06 Tape Drives. . ....................... 3–30
3.4.6 Preparing RRD42 Compact Disc Drives ............ 3–30
3.4.7 Preparing Terminals and Line Printers ............ 3–30
3.4.8 Preparing Ethernet Adapters .................... 3–30
3.4.9 DECnet for OpenVMS AXP Phase . ............... 3–31
3.4.10 Termination of UETP . . . ....................... 3–32
3.4.11 Interpreting UETP VMS Failures . ............... 3–32
3.4.12 Interpreting UETP Output ..................... 3–32
3.4.12.1 UETP Log Files ........................... 3–33
3.4.12.2 Possible UETP Errors ...................... 3–33
3.5 Acceptance Testing and Initialization. . ............... 3–34
vi

4 Error Log Analysis
4.1 Fault Detection and Reporting ...................... 4–1
4.1.1 Machine Check/Interrupts ...................... 4–2
4.1.2 System Bus Transaction Cycle ................... 4–4
4.2 Error Logging and Event Log Entry Format ........... 4–4
4.3 Event Record Translation. . . ....................... 4–6
4.3.1 OpenVMS AXP Translation ..................... 4–6
4.3.2 DEC OSF/1 Translation . ....................... 4–7
4.4 Interpreting System Faults Using ERF and UERF ...... 4–7
4.4.1 Note 1: System Bus Address Cycle Failures . . ...... 4–12
4.4.2 Note 2: System Bus Write-Data Cycle Failures ...... 4–13
4.4.3 Note 3: System Bus Read Parity Error ............ 4–14
4.4.4 Note 4: Backup Cache Uncorrectable Error . . . ...... 4–14
4.4.5 Note 5: Data Delivered to I/O Is Known Bad. . ...... 4–15
4.4.6 Note 6: Futurebus+ DMA Parity Error ............ 4–15
4.4.7 Note 7: Futurebus+ Mailbox Access Parity Error .... 4–16
4.4.8 Note 8: Multi-Event Analysis of Command/Address
Parity, Write-Data Parity, or Read-Data Parity
Errors ..................................... 4–16
4.4.9 Sample System Error Report (ERF) ............... 4–16
4.4.10 Sample System Error Report (UERF) ............. 4–18
5 Repairing the System
5.1 General Guidelines for FRU Removal and Replacement . . 5–1
5.2 Front FRUs .................................... 5–4
5.2.1 Operator Control Panel . ....................... 5–4
5.2.2 Vterm Module ............................... 5–4
5.2.3 Fixed-Media Storage . . . ....................... 5–4
5.2.3.1 3.5-Inch Fast-SCSI Disk Drives (RZ26, RZ27,
RZ35) ................................... 5–4
5.2.3.2 3.5-Inch SCSI Disk Drives ................... 5–5
5.2.3.3 5.25-Inch SCSI Disk Drive ................... 5–6
5.2.3.4 SCSI Storageless Tray Assembly .............. 5–6
5.2.3.5 3.5-Inch DSSI Disk Drive.................... 5–7
5.2.3.6 5.25-Inch DSSI Disk Drive ................... 5–7
5.2.3.7 DSSI Storageless Tray Assembly .............. 5–8
5.2.4 Removable-Media Storage (Tape and Compact
Disc) ....................................... 5–8
5.2.4.1 SCSI Bulkhead Connector ................... 5–8
5.2.4.2 SCSI Continuity Card ...................... 5–8
5.2.5 Fans ....................................... 5–9
vii

5.3 Rear FRUs ..................................... 5–16
5.3.1 Modules (CPU, Memory, I/O, Futurebus+) .......... 5–16
5.3.2 Ethernet Fuses .............................. 5–17
5.3.3 Power Supply . ............................... 5–17
5.3.4 Fans ....................................... 5–17
5.4 Backplane ..................................... 5–20
5.5 Repair Data for Returning FRUs .................... 5–22
6 System Configuration and Setup
6.1 Functional Description ............................ 6–1
6.1.1 System Bus . . ............................... 6–7
6.1.1.1 KN430 CPU .............................. 6–7
6.1.1.2 Memory . . ............................... 6–10
6.1.1.3 I/O Module ............................... 6–13
6.1.2 Serial Control Bus ............................ 6–15
6.1.3 Futurebus+ . . ............................... 6–16
6.1.4 Power Subsystem ............................. 6–17
6.1.5 Mass Storage . ............................... 6–19
6.1.5.1 Fixed-Media Compartments . . . ............... 6–19
6.1.5.2 Removable-Media Storage Compartment . . ...... 6–21
6.1.6 System Expansion ............................ 6–23
6.1.6.1 Power Control Bus for Expanded Systems . ...... 6–23
6.2 Examining System Configuration.................... 6–25
6.2.1 show config. . . ............................... 6–25
6.2.2 show device . . ............................... 6–26
6.2.3 show memory . ............................... 6–29
6.3 Setting and Showing Environment Variables ........... 6–29
6.4 Setting and Examining Parameters for DSSI Devices .... 6–33
6.4.1 show device du pu ............................ 6–33
6.4.2 cdp........................................ 6–34
6.4.3 DSSI Device Parameters: Definitions and Function. . 6–36
6.4.3.1 How OpenVMS AXP Uses the DSSI Device
Parameters .............................. 6–38
6.4.3.2 Example: Modifying DSSI Device Parameters .... 6–39
6.5 Console Port Baud Rate ........................... 6–41
6.5.1 Console Serial Port ........................... 6–42
6.5.2 Auxiliary Serial Port . . . ....................... 6–44
viii

A Environment Variables
B Power System Controller Fault Displays
C Worksheet for Recording Customer Environment
Variable Settings
Glossary
Index
Examples
3–1 Running DRVTST ............................ 3–24
3–2 Running DRVEXR ............................ 3–25
4–1 ERF-Generated Error Log Entry Indicating CPU
Corrected Error .............................. 4–17
4–2 UERF-Generated Error Log Entry Indicating CPU
Error ...................................... 4–18
Figures
2–1 Power Supply LEDs ........................... 2–3
2–2 LDC and Fan Unit Locations and Error Codes ...... 2–6
2–3 OCP LEDs . . . ............................... 2–7
2–4 Module Locations Corresponding to OCP LEDs ...... 2–9
2–5 I/O Panel LEDs .............................. 2–10
2–6 Futurebus+ Option LEDs ....................... 2–11
2–7 Fixed-Media Mass Storage LEDs (SCSI) ........... 2–13
2–8 Fixed-Media Mass Storage LEDs (DSSI) ........... 2–14
2–9 Power-Up Self-Test Screen ...................... 2–16
2–10 Sample Power-Up Configuration Screen............ 2–17
2–11 Flowchart for Troubleshooting Fixed-Media
Problems ................................... 2–19
2–12 Flowchart for Troubleshooting Fixed-Media Problems
(Continued) . . ............................... 2–20
ix

2–13 Flowchart for Troubleshooting Removable-Media
Problems ................................... 2–23
2–14 Flowchart for Troubleshooting Removable-Media
Problems (Continued) . . ....................... 2–24
2–15 AC Power-Up Sequence . ....................... 2–28
2–16 DC Power-Up Sequence . ....................... 2–30
2–17 DC Power-Up Sequence (Continued) .............. 2–31
4–1 ERF/UERF Error Log Format ................... 4–5
5–1 SCSI Continuity Card Placement. . ............... 5–9
5–2 Front FRUs . . ............................... 5–10
5–3 Storage Compartment with Four 3.5-inch Fast-SCSI
Drives (RZ26, RZ27, RZ35)...................... 5–11
5–4 Storage Compartment with Four 3.5-inch SCSI/DSSI
Drives ..................................... 5–12
5–5 3.5-Inch SCSI Drive Resistor Packs and Power
Termination Jumpers . . . ....................... 5–13
5–6 Position of Drives in Relation to Bus Node ID
Numbers ................................... 5–14
5–7 Storage Compartment with One 5.25-inch SCSI/DSSI
Drive ...................................... 5–15
5–8 Rear FRUs . . . ............................... 5–18
5–9 Ethernet Fuses and Ethernet Address ROMs . ...... 5–19
5–10 Removing Shell .............................. 5–21
5–11 Removing Backplane . . . ....................... 5–22
6–1 System Block Diagram . . ....................... 6–3
6–2 System Backplane ............................ 6–4
6–3 BA640 Enclosure (Front) ....................... 6–5
6–4 BA640 Enclosure (Rear) . ....................... 6–6
6–5 CPU Block Diagram ........................... 6–8
6–6 MS430 Memory Block Diagram . . . ............... 6–12
6–7 I/O Module Block Diagram...................... 6–14
6–8 Serial Control Bus EEPROM Interaction ........... 6–16
6–9 Power Subsystem Block Diagram. . ............... 6–18
6–10 Fixed-Media Storage . . . ....................... 6–20
6–11 Removable-Media Storage ...................... 6–22
6–12 Sample Power Bus Configuration. . ............... 6–24
6–13 Device Name Convention ....................... 6–27
x

6–14 How OpenVMS Sees Unit Numbers for DSSI
Devices ..................................... 6–39
6–15 Sample DSSI Buses for an Expanded DEC 4000 AXP
System ..................................... 6–41
6–16 Console Baud Rate Select Switch . . ............... 6–43
Tables
1–1 Recommended Troubleshooting Procedures . . . ...... 1–2
1–2 Diagnostic Flow for Power Problems .............. 1–5
1–3 Diagnostic Flow for Problems Getting to Console
Mode ...................................... 1–5
1–4 Diagnostic Flow for Problems Reported by the Console
Program .................................... 1–6
1–5 Diagnostic Flow for Boot Problems ............... 1–6
1–6 Diagnostic Flow for Errors Reported by the Operating
System ..................................... 1–7
2–1 Interpreting Power Supply LEDs . . ............... 2–4
2–2 Interpreting OCP LEDs . ....................... 2–8
2–3 Interpreting I/O Panel LEDs .................... 2–10
2–4 Interpreting Futurebus+ Option LEDs............. 2–12
2–5 Interpreting Fixed-Media Mass Storage LEDs . ...... 2–14
2–6 Fixed-Media Mass Storage Problems .............. 2–21
2–7 Removable-Media Mass Storage Problems .......... 2–25
2–8 Supported Boot Devices . ....................... 2–37
3–1 Summary of Diagnostic and Related Commands ..... 3–21
4–1 DEC 4000 AXP Fault Detection and Correction ...... 4–2
4–2 Error Field Bit Definitions for Error Log
Interpretation ............................... 4–8
6–1 Memory Features ............................. 6–11
6–2 Power Control Bus ............................ 6–24
6–3 Environment Variables Set During System
Configuration . ............................... 6–30
6–4 Console Line Baud Rates ....................... 6–43
A–1 Environment Variables ....................... A–1
B–1 Power System Controller Fault ID Display . . . ...... B–1
C–1 Nonvolatile Environment Variables ............... C–1
xi

Preface
This guide describes the procedures and tests used to service DEC 4000 AXP
systems.
Intended Audience
This guide is intended for use by Digital Equipment Corporation service personnel
and qualified self-maintenance customers.
Conventions
The following coventions are used in this guide.
Convention Meaning
Return A key name enclosed in a box indicates that you press that key.
Ctrl/xCtrl/xindicates that you hold down the Ctrl key while you
press another key, indicated here by x. In examples, this key
combination is enclosed in a box, for example,Ctrl/C .
bold type In the online book (Bookreader), bold type in examples
indicates commands and other instructions that you enter
at the keyboard.
lowercase Lowercase letters in commands indicate that commands can be
entered in uppercase or lowercase.
xiii

In some illustrations, small drawings of the DEC 4000 AXP
system appear in the left margin. Shaded areas help you locate
components on the front or back of the system.
Warning Warnings contain information to prevent personal injury.
Caution Cautions provide information to prevent damage to equipment
or software.
[] In command format descriptions, brackets indicate optional
elements.
console command
abbreviations Console command abbreviations must be entered exactly as shown.
boot Console and operating system commands are shown in this
special typeface.
italic type Italic type in console command sections indicates a variable.
< > In console mode online help, angle brackets enclose a
placeholder for which you must specify a value.
{ } In command descriptions, braces containing items separated by
commas imply mutually exclusive items.
xiv

1
System Maintenance Strategy
Any successful maintenance strategy is based on the proper understanding
and use of information services, service tools, service support and escalation
procedures, field feedback, and troubleshooting procedures. This chapter
describes the maintenance strategy for the DEC 4000 AXP system.
• Section 1.1 provides a diagnostic strategy you should use to troubleshoot a
DEC 4000 AXP system.
• Section 1.2 explains the service delivery methodology.
• Section 1.3 lists the product tools and utilities.
• Section 1.4 lists available information services.
• Section 1.5 describes field feedback procedures.
1.1 Troubleshooting the System
Before troubleshooting any system problem, check the site maintenance log for
the system’s service history. Be sure to ask the system manager the following
questions:
• Has the system been used before and did it work correctly?
• Have changes to hardware or updates to firmware or software been made to
the system recently?
• What is the state of the system—is the operating system up?
If the operating system is down and you are not able to bring it up, use the
console environment diagnostic tools, such as RBDs and LEDs.
If the operating system is up, use the operating system environment
diagnostic tools, such as error logs, crash dumps, DEC VET and UETP
exercisers, and other log files.
System Maintenance Strategy 1–1

System problems can be classified into the following five categories:
1. Power problems
2. Problems getting to the console
3. Failures reported by the console subsystem
4. Boot failures
5. Failures reported by the operating system
Using these categories, you can quickly determine a starting point for diagnosis
and eliminate the unlikely sources of the problem. Table 1–1 provides the
recommended tools or resources you should use to isolate problems in each
category.
Table 1–1 Recommended Troubleshooting Procedures
Description Diagnostic Tools/Resources Reference
1. Power Problems (Table 1–2)
No power at system
enclosure or trouble with
power supply subsystem, as
indicated by LEDs.
Power supply
subsystem
LEDs
Refer to Section 2.1.1 for information on
interpreting power supply LEDs.
2. Problems Getting to Console Mode (Table 1–3)
System powers up, but
does not display power-up
screen.
OCP LEDs Refer to Section 2.1.2 for information on
interpreting OCP LEDs.
Console
terminal
troubleshooting
flow
Refer to Table 1–3 for information
on troubleshooting console terminal
problems.
Power-up
sequence
description
Refer to Section 2.3 and 2.3.3 for a
description of the power-up and self-test
sequence.
Robust mode
power-up Refer to Section 2.2.3 for a description of robust mode power-up and its functions.
(continued on next page)
1–2 System Maintenance Strategy

Table 1–1 (Cont.) Recommended Troubleshooting Procedures
Description Diagnostic Tools/Resources Reference
3. Failures Reported by the Console Program (Table 1–4)
Power-up console screens
indicate a failure. Power-up screens Refer to Section 2.2 for information on interpreting power-up self-tests.
Console event
log Refer to Section 2.2 for information on the console event log.
RBD device
tests Refer to Section 3.1 for information on running RBD device tests.
4. Boot Failures (Table 1–5)
System fails to boot
operating system. Console commands
(to examine
environment
variables
and device
parameters)
Refer to Chapter 6 for instructions on
setting and examining environment
variables and device parameters.
Storage device
troubleshooting
flowcharts
Refer to Section 2.2.2.
RBD device
tests Refer to Section 3.1 for information on running RBD device tests.
Boot sequence
description Refer to Section 2.4 for a description of the boot sequence.
(continued on next page)
System Maintenance Strategy 1–3

Table 1–1 (Cont.) Recommended Troubleshooting Procedures
Description Diagnostic Tools/Resources Reference
5. Failures Reported by the Operating System (Table 1–6)
Operating system generates
error logs; process hangs or
operating system crashes.
Error logs Refer to Chapter 4 for information on
interpreting error logs.
Crash dump Refer to OpenVMS AXP Alpha System
Dump Analyzer Utility Manual for
information on how to interpret
OpenVMS crash dump files.
Refer to the Guide to Kernel Debugging
(AA–PS2TA–TE) for information on
using the DEC OSF/1 Krash Utility.
DEC VET or
UETP Refer to Section 3.3 for a description of DEC VET, and Section 3.4 for
information on running UETP software
exercisers.
Other log files Refer to Chapter 4 for information on
using log files such as SETHOST.LOG
and OPERATOR.LOG to aid in
troubleshooting.
Use the following tables to identify the diagnostic flow for the five types of system
problems:
• Table 1–2 provides the diagnostic flow for power problems.
• Table 1–3 provides the diagnostic flow for problems getting to console mode.
• Table 1–4 provides the diagnostic flow for problems reported by the console
program.
• Table 1–5 provides the diagnostic flow for boot problems.
• Table 1–6 provides the diagnostic flow for errors reported by the operating
system.
1–4 System Maintenance Strategy

Table 1–2 Diagnostic Flow for Power Problems
Symptom Action Reference
No AC power at system
as indicated by AC
present LED.
Check the power source and power cord.
AC power is present, but
system does not power
on.
Check the system AC circuit breaker
setting.
Check the DC on/off switch setting.
Examine power supply subsystem LEDs
to determine if a power supply unit
or fan has failed, or if the system has
shut down due to an overtemperature
condition.
Section 2.1.1
Table 1–3 Diagnostic Flow for Problems Getting to Console Mode
Symptom Action Reference
Power-up screens (or
console event log) are
not displayed.
Check OCP LEDs for a failure during
self-tests. If two OCP LEDs remain lit,
either option could be at fault.
Section 2.1.2
Check baud rate setting for console
terminal and system. The system default
baud rate setting is 9600.
Section 6.5
Try connecting the console terminal to
the auxiliary console port.
Note: No console output is directed to
the auxiliary console port untill the
power-up self-tests have completed and
you press the Enter key or Ctrl/x.
For certain situations, power up under
robust mode to bypass the power-up
script and get to a low-level console.
From console mode, you can then edit the
nvram file, set and examine environment
variables, or initialize individual phases
of drivers.
Section 2.2.3
System Maintenance Strategy 1–5

Table 1–4 Diagnostic Flow for Problems Reported by the Console Program
Symptom Action Reference
Power-up screens are
displayed, but tests do
not complete.
Use power-up display and/or OCP LEDs
to determine error. Section 2.2 and Section 2.1.2
Console program reports
error. Examine the console event log to check for embedded error messages recorded
during power-up.
Section 2.2.1
If power-up screens indicate problems
with mass storage devices, use the
troubleshooting flow charts to determine
the problems.
Section 2.2.2
Run RBD tests to verify problem. Section 3.1
Use the
show error command to
examine error information contained
in serial control bus EEPROMs.
Section 3.1.4
Table 1–5 Diagnostic Flow for Boot Problems
Symptom Action Reference
System cannot find boot
device. Check system configuration for correct device parameters (node ID, device name,
and so on) and environment variables
(bootdef_dev, boot_file, boot_osflags).
Section 6.2.1,
Section 6.3, and
Section 6.4
Device does not boot. Run device test to check that boot device
is operating. Section 3.2
1–6 System Maintenance Strategy

Table 1–6 Diagnostic Flow for Errors Reported by the Operating System
Symptom Action Reference
System is hung or has
crashed. Examine the crash dump file. Operating system documentation
Use the
show error command to
examine error information contained
in serial control bus EEPROMs (console
environment error log).
Section 3.1.4
Operating system is up. Examine the operating system error log
files to isolate the problem. Chapter 4
If the problem occurs intermittently, run
DEC VET or UETP to stress the system. Section 3.3 and Section 3.4
Examine other log files, such as
SETHOST.LOG, OPCOM.LOG, and
OPERATOR.LOG.
1.2 Service Delivery Methodology
Before beginning any maintenance operation, you should be familiar with the
following:
• The site agreement
• Your local and area geography support and escalation procedures
• Your Digital Services product delivery plan
System Maintenance Strategy 1–7

Service delivery methods are part of the service support and escalation
procedure. When appropriate, remote services should be part of the initial
system installation. Methods of service delivery include the following:
• Local support
• Remote call screening
• Remote diagnosis (using modem support)
Recommended System Installation
The recommended system installation includes:
1. Hardware installation and acceptance testing. Acceptance testing includes
running ROM-based diagnostics.
2. Software installation and acceptance testing. For example, using OpenVMS
Factory Installed Software (FIS), and then acceptance testing with DEC VET
or UETP.
3. Installation of the remote service tools and equipment to allow a Digital
Service Center to dial in to the system. Refer to your remote service delivery
strategy.
If you do not follow your service delivery methodology, you risk incurring
excessive service expenses for any product.
1.3 Product Service Tools and Utilities
This section lists the array of service tools and utilities available for acceptance
testing, diagnosis, and serviceability and provides recommendations for their use.
Error Handling/Logging
OpenVMS and DEC OSF/1 operating systems provide recovery from errors,
fault handling, and event logging. The OpenVMS Error Report Formatter
(ERF) provides bit-to-text translation of the event logs for interpretation.
DEC OSF/1 uses UERF to capture the same kinds of information.
RECOMMENDED USE: Analysis of error logs is the primary method of
diagnosis and fault isolation. If the system is up, or the customer allows the
service representative to bring the system up, look at this information first.
Refer to Chapter 4 for information on using error logs to isolate faults.
1–8 System Maintenance Strategy