– Is this the original reported failure?v Diagnostics version– Type and version levelv Hardware configuration– Print (print screen) configuration currently in use– BIOS levelv Operating system software– Type and version levelNote: To eliminate confusion, identical systems are considered identical only ifthey:1. Are the exact machine type and models2. Have the same BIOS level3. Have the same adapters/attachments in the same locations4. Have the same address jumpers/terminators/cabling5. Have the same software versions and levels6. Have the same diagnostics code (version)7. Have the same configuration options set in the system8. Have the same setup for the operation system control filesComparing the configuration and software set-up between “working” and“non-working” systems will often lead to problem resolution.Calling IBM for serviceSee Appendix A, “Getting help and technical assistance,” on page 159 forinformation about calling IBM for service.When you call for service, have as much of the following information available aspossible:v Machine type and modelv Microprocessor and hard disk drive upgradesv Failure symptoms– Does the server fail the diagnostic programs? If so, what are the error codes?– What occurs? When? Where?– Is the failure repeatable?– Has the current server configuration ever worked?– What changes, if any, were made before it failed?– Is this the original reported failure, or has this failure been reported before?v Diagnostic program type and version levelv Hardware configuration (print screen of the system summary)v BIOS code levelv Operating-system type and version levelYou can solve some problems by comparing the configuration and software setupsbetween working and nonworking servers. When you compare servers to eachother for diagnostic purposes, consider them identical only if all the following factorsare exactly the same in all the servers:v Machine type and modelChapter 2. Diagnostics 87
