IBM B-Series, Maintenance Information

Page: 433 / 648

If a fix is not available, tell the customer that engineering is aware of problem and working on fix.
Install the fix when available. For known microcode problems, use TAC M01.
c. For new microcode problems, a dump is needed. Check with customer to determine if they had
collected a dump via SCSI for this problem when the FID and the dump icon was displayed. See
“Microcode Dump Procedures.”
If the customer has the dump information, provide the dump, the FID, and the FID support data to
your next level of support.
If no dump exists, go to step 3. For new microcode problems, use TAC M02.
3. Determine if the customer can readily recreate the FID E5 message.
If the customer can readily perform operations and/or run job that caused the E5 message, wait until it
occurs and follow the procedure starting at step 1 on page PROC-92.
If the customer cannot readily recreate the message or it is an inconvenient time, the following
options exist to acquire the dump for the next level of support:
a. Allow the problem to reoccur and customer take the initiative.
b. The customer can leave the drive with FID E5 message displayed and then call for service.
c. If the dump icon is also displayed, the customer can retrieve the dump via SCSI (if host device
driver software supports the dump function). See “Microcode Dump Procedures.”
d. If the dump icon is not displayed, the customer can force an error dump (Op Services menu),
which provides a FID FF and the dump icon. The FID FF indication means that a dump was
forced (information message). The icon is for the FID E5, so now the customer can retrieve a
dump via SCSI (if the host device driver software supports the dump function). See “Microcode
Dump Procedures.”
e. If the customer does not take the initiative, you can set a microcode trap. From the 12-character
support data, do the following:
1) Use the first four characters (if not starting with ‘A’ such as Axxx). Use the second set of four
characters if first four characters are Axxx.
2) Take the four characters (FSC) and select UCODE TRAP under the CE SERVICE UTILITIES
Menu. Use the ADD FSC TRAP function. Refer to “Set Error Match Trap (To Get a Dump)” on
page PROC-53. With this trap set, a dump will automatically be taken when this FSC is
encountered, and the dump icon is displayed.
3) The customer can retrieve the dump via SCSI for you or call you when the dump icon
appears. See “Microcode Dump Procedures.”
4. Return to the procedure that sent you here or go to “End of Call” on page PROC-15.
Microcode Dump Procedures
To get a microcode dump via the host through the SCSI interface or via a cartridge, see one of the
following:
“Offloading Dumps from 3570 to RS/6000 by Using TAPEUTIL” on page PROC-61
“Offloading Dumps from 3570 Attached to AS/400” on page PROC-58
“Offloading Dumps from 3570 to a Sun System by Using TAPEUTIL” on page PROC-64
“Offloading Dumps from 3570 to Tape Cartridge (Library Models)” on page PROC-56
“Offloading Dumps from 3570 to a HP—UX System by Using TAPEUTIL” on page PROC-66
“Offloading Dumps from 3570 to Windows NT System Using NTUTIL” on page PROC-69
PROC
Common Procedures
PROC-93