Chapter 3 Running DiagTools in the Graphical Mode (from Diskette)

About the Support Ticket

The Support Ticket is a text file you can create using DiagTools. It lists the hardware detected and the test

results. It includes the following sections:

• Introduction including an explanation of the Support Ticket’s importance

• System Information, including the detected hardware configuration

• Test Report, showing the results of the Basic System Test and Advanced System Tests, as run

• Administration Report, showing the DiagTools version and session information

• Your Comments including a place to add your comments (you must use a text editor to add

comments)

When you create a Support Ticket, its filename and location appear on the screen.

Each time you create a Support Ticket, it overwrites the previous one. To preserve a Support Ticket, copy its

file elsewhere, rename it, or remove the diskette it is located on from the drive.

You can view a Support Ticket with a text editor. You can also use the text editor to add your comments to

the Support Ticket.

Save Support Tickets you think contain important information for future reference. Supply the relevant

Support Ticket when you communicate with your support provider.

To Create A Support Ticket

1. When Basic System Tests are completed, press the F4 function key twice to create a Support Ticket.

When Advanced System Tests have been run, press Esc to return to the previous menu, and follow

directions for creating a Support Ticket. In both cases, the Support Ticket lists the hardware detected

and the results of the Basic System Test and of any Advanced System Tests you ran.

The Support Ticket text file will be written to the flexible diskette in the drive, which can be either

the DiagTools flexible diskette or another formatted flexible diskette. If you have a large

configuration or plan on looping tests HP recommends that you use a newly formatted diskette to

ensure there is enough space on the floppy to save the entire Support Ticket.

For information about the Support Ticket, see "About the Support Ticket."

2. Use a text editor to view the Support Ticket file to determine which tests were failed.

For the failed tests, do the following:

a. Note the error codes associated with these tests.

b. Open the Error Code Viewer by selecting the Misc menu on the Advanced System Test Main

Menu and then choosing Error Code Viewer. Or, consult the list of error codes in Chapter 3 of

this Guide.

c. Look up each error code to find its meaning and suggested corrective actions.

Troubleshooting When Devices are not Detected

If any processors, memory, or SCSI devices were not detected (see Table 3-1), save and print a Support

Ticket. Record this ticket for later use by saving it to its own newly formatted diskette.

Processor and Memory Non Detected Troubleshooting

If processors or memory were not detected, redo the installation of the NetServer. To do so, press the F3

function key to exit DiagTools. Refer to the NetServer Documentation CD included with the unit. Shut

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