Before calling support for OS Issues

(Last modified: 17Jul2000)

This document (2938836) is provided subject to the disclaimer at the end of this document.

Issue

Issue Resolution Tips
This TID/Document will assist you in the resolution of your Technical Issues, and prepare you with the information Novell Technical Services needs to expedite resolution of your issue.

1: Revision level of your software:
What version of NetWare do you have?
What other Novell products are you running?
What 3rd party products are you using?

2: Software patch levels:
You can obtain patches for your version of NetWare from the Novell Support Connection (http://support.novell.com/misc/patlst.htm)
Update/patch any applications running on your server.
Update your lan and disk drivers.

3. Things to look for:
What is the nature of the problem?
What are the symptoms?
What do the error logs say?
What specific error messages do you see?
Under what conditions does the problem occur?
Is the problem reproducible?
Do you have a hardware problem?
Does unloading certain application/nlms cause the problem to go away?
Have you scanned for viruses?
When did this problem first appear?
What has changed recently on your system?

4. Utilities to use:
Use the config.nlm and config reader to check your software revision level.
(download CONFGx.EXE)
Run vrepair.nlm if you have a volume problem.
Run drvspec.exe to verify the compatibility of odi modules with their lan drivers.
(download DRVSPC.EXE)

5. Documents to review:
TABNDx.EXE (http://support.novell.com/misc/patlst.htm)
TID Knowledgebase (http://support.novell.com/)
HIGHUTL1.EXE (http://support.novell.com/misc/patlst.htm)

Additional Information Areas:
- AppNotes and DevNotes. These are available on the developer web site http://developer.novell.com.
- Support forums. Throw your problems to others who may have already seen the problem and resolved it. When you use the support forums, there is no such thing as too much detail. Assume you are describing the problem to someone who knows nothing about NetWare. That way, anyone wanting to help you can walk through your steps and know exactly what problem you are having. The forums can be located at: http://support.novell.com/forums/
- Manuals, online documentation, etc. This is fairly obvious, but most information is indeed in the documentation. Look for any readme files on CD for late-breaking information that did not make it into the standard documentation.
- TID2943356 and TID2943472. These 2 TIDs not only describes how to tune your server to achieve optimal performance, but also by following the guidelines, it resolves a large percentage of problems reported.

Primus #: 1.0.16656506.2326063

document

Document Title:	Before calling support for OS Issues
Document ID:	2938836
Creation Date:	03Jun1998
Modified Date:	17Jul2000
Revision:	16
Novell Product Class:	NetWare

disclaimer

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