| From: CLUSTA::KNEELAND 14-MAY-1996 10:22:49.77
To: UCROW::KNEELAND
CC:
Subj: hongkong ipmt HGOQ40162
Action Problem Last
Number Status Status Prior Owner PRODUCT Flags Age Updated
====== ====== ====== ===== ===== ======= ===== === =======
HGOQ40162 RC UN 2 CARRIE DECTP DESKTOP F T 19 14-MAY-1996
HONG KONG TELECOMMUN -ACMSDI$SERVER got event logged "accept of connection fail
Alias: HGOQ40162
Alias: CFS.40474
(internal number: 00031)
Submitted by: TUNG, DANIEL of
((852)2805-3343 )
Mail address: HGOMCS::DANIELTUNG
Complex issue: Design issue: Info available on elevation:
Problem Manager: TUNG, DANIEL
Mail address: HGOMCS::DANIELTUNG
Phone: (852)2805-3343
Technical Manager: LEUNG, BURANCE
Mail address: HGOMCS::BURANCELEUNG
Phone: (852)2805-3341
Last accessed on: 14-MAY-1996 05:57 Number of days open: 19
(RC: 19.2 AK: 0.0 SB: 0.0 EL: 0.0 CL: 0.0)
Time spent in problem status: < UN: 19.2 >
Problem first entered on 25-APR-1996
Summary last modified on 25-APR-1996
OPERATING SYSTEM: OPENVMS VAX 6.1
PRODUCT: DECTP DESKTOP FOR ACMS 2.0
COMPONENT:
Hardware: SFTWR System device:
Memory:
Abstract: ACMSDI$SERVER got event logged "accept of connection faile d %x :2094"
(also 27c
Customer company: HONG KONG TELECO
Mail distribution list:
! Burance Leung (HGOVA::TIMA_BURANCE, (852) 532-6182 ,
! IPMT/GCM (hole18::ipmt$gcm_un, DTN 496-8040, (EASYNET\MARX::GCM))
[This update was sent from IPMT on 25-APR-1996 06:36]
[TPS_3 responsible for next action, Problem is undefined]
Entry Name: CFS.40474
Abstract: ACMSDI$SERVER got event logged "accept of connection faile
d %x :2094" (also 27c). PC logged partner node lost.
Assigned Owner: TPS_3 (TP Support-Desktop/Acms - TP SUPPORT-ACMS, MASTR::
IPMT_TPS_3)
Business: DIGITAL_SERVICES (Digital Services)
Case Type:
State: Unacknowledged
Creation Date: 1996-04-25-06:33:13.310-04:00
Escalation Date:
Last Acknowledge Date:
Last Routed To: TPS_3 (TP Support-Desktop/Acms - TP SUPPORT-ACMS, MASTR::
IPMT_TPS_3)
Last Accept Date:
Solution Date:
Last Revision Date: 1996-04-25-06:33:14.840-04:00
Request Id: HGOQ40162
Severity: 2
Product Name: DECtp Desktop for ACMS
Product Version: 2.0
Operating System: OpenVMS VAX
Operating System Version: 6.1
Component Name:
Component Version:
System Type: SFTWR
Load Device:
Memory Size:
Reproducible: false
Serial Number: 1995QUOTE
Product Engineer (PE):
Field Technical Manager (FTM): LEUNG, BURANCE; HGOMCS::BURANCELEUNG; (852)2805-3
341
Field Problem Manager (FPM): TUNG, DANIEL; HGOMCS::DANIELTUNG; (852)2805-3343
Exception Manager (EM): TUNG, PETER; HGOMCS::CORE_PETER; (852)2805-3348
Engineering Technical Manager (ETM):
Digital Support Engineer (DSE):
Digital Field Engineer (DFE):
Customer Name: STEPHEN; ; 2883-7849
Company Name: HONG KONG TELECOMMUN
Company Street:
Company City: QUARRY
Company State: BAY
Company Country:
Company Postal Code:
Supporting Information:
Problem Solution Status:
Problem Action Status:
Multiple Customers:
Monitored:
Customer Expectations Met:
Workaround Available:
Third Party Action:
Special Attention Required:
Political Problem: false
Solution Group Code:
Solution Code:
Publish Description:
Publish Solution:
Publish:
Alternate Process:
Application Id: KAOC1
Vendor Name:
Vendor Street:
Vendor City:
Vendor State:
Vendor Country:
Vendor Postal Code:
Corporate Create Date:
Field Open Date: 1996-04-23-16:23:00.000+08:00
Global Customer:
CSupp Solution Code:
Related Cases:
Acceptance Stack:
DIGITAL_SERVICES (Digital Services) IPMT/GCM (hole18::ipmt$gcm_un, DTN 496-
8040, (EASYNET\MARX::GCM)) <no lastRoutedTo>
Aliases:
CFS.HGOQ40162
CFS.40474
Contacts:
TPS_3 (TP Support-Desktop/Acms - TP SUPPORT-ACMS, MASTR::IPMT_TPS_3)
Interests: {Description, Solution With Closure, Updated Status, Accepted S
olution, Escalation, Acknowledgment, Modification, Plan, Assignment, Rejected So
lution, Closure, Creation, Solution} Roles: {}
Peter Tung (HGOVA::PETERTUNG, 852-7315336 , (BADGE\11763
3))
Interests: {} Roles: {FEM, PM}
Burance Leung (HGOVA::TIMA_BURANCE, (852) 532-6182 , (BADGE\19
9249))
Interests: {} Roles: {FTM, ISE}
IPMT/GCM (hole18::ipmt$gcm_un, DTN 496-8040, (EASYNET\MARX::GCM))
Interests: {Description, Solution With Closure, Escalation, Updated Status
, Accepted Solution, Modification, Acknowledgment, Plan, Archival, Assignment, C
losure, Rejected Solution, Creation, Solution} Roles: {GCM}
History:
Event Number: 1
Event Type: Creation
Date & Time: 1996-04-25-06:33:13.320-04:00
Actor: IPMT/GCM (hole18::ipmt$gcm_un, DTN 496-8040, (EASYNET\MAR
X::GCM))
New Business: DIGITAL_SERVICES (Digital Services)
New Last Routed To:
New Assigned Owner:
Remark:
Remote Actor: LI, SF (HGOMCS::CORE_SFLI, (852)2805-3397)
+-----------------------------+
|IPMT Escalation Request Form |
+-----------------------------+
Date: 25-APR-96 15:43
Submitted By: Mickwid Lam
C-ONE Log #: HGOQ40162 (Request ID)
Priority Level: 2
Customer Name: HONG KONG TELECOMMUN
Location: QUARRY BAY
System Type: SFTWR
Product: ACMSDI
Version: 2.0
Operating System: OpenVMS VAX
Operating Sys Ver: 6.1
Reproduceable Y/N: N
Workaround in place Y/N: N
Field Assignment Contact List
-----------------------------
Technical Mgr: Burance Leung
Phone: (852)2805-3341
Node: HGOMCS::BURANCELEUNG
Problem Mgr: Daniel Tung
Phone: (852)2805-3343
Node: HGOMCS::DANIELTUNG
Regional CLD Mgr: Peter Tung
Phone: (852)2805-3348
Node: HGOMCS::CORE_PETER
1. Detailed Problem Information.
(Include: Problem Frequency, Symptoms, When did it Start?, Any changes
made before problem started, Can it be reproduced at will?)
-----------------------------
The customer reported that they have ACMS Desktop links broken. Users
got kicked out intermittenly. In ACMS SWL, it logged the errors on
ACMSDI$SERVER:
Event logged at: 22-APR-1996 17:04:25.48
PID = 60200250 PC = 000E9F84 PSL = 03C00000
Process UIC : [001,004]
Process name : ACMSDI$SERVER
Username : SYSTEM
Image file : DSA0:[SYS0.SYSCOMMON.][SYSEXE]ACMSDI$SERVER.EXE;3
ACMSDI-E-INTERNAL, Internal ACMSDI RPC error
Accept of connection failed %x
: 27c
---------------------------------------------
Event logged at: 22-APR-1996 18:17:56.69
PID = 60200250 PC = 000E9F84 PSL = 03C00000
Process UIC : [001,004]
Process name : ACMSDI$SERVER
Username : SYSTEM
Image file : DSA0:[SYS0.SYSCOMMON.][SYSEXE]ACMSDI$SERVER.EXE;3
ACMSDI-E-INTERNAL, Internal ACMSDI RPC error
Accept of connection failed %x
: 2094
---------------------------------------------
Event logged at: 22-APR-1996 19:45:30:81
PID = 60200250 PC = 000E9EC1 PSL = 03C00000
Process UIC : [001,004]
Process name : ACMSDI$SERVER
Username : SYSTEM
Image file : DSA0:[SYS0.SYSCOMMON.][SYSEXE]ACMSDI$SERVER.EXE;3
ACMSDI-E-INTERNAL, Internal ACMSDI RPC error
Call to accept connection failed: 144
---------------------------------------------
Event logged at: 22-APR-1996 21:02:07.16
PID = 60200250 PC = 000EAF58 PSL = 03C00000
Process UIC : [001,004]
Process name : ACMSDI$SERVER
Username : SYSTEM
Image file : DSA0:[SYS0.SYSCOMMON.][SYSEXE]ACMSDI$SERVER.EXE;3
ACMSDI-E-INTERNAL, Internal ACMSDI RPC error
Unexpected error on write for connection 68be70, status:20ec; AST dropped
---------------------------------------------
In PC the log got one message:
"Path to network partner node lost"
2. Severity of impact to Customer.
(Include: Current Customer situation and any workarounds in place.)
-----------------------------
Serious, this directly affect their business.
3. Hardware/Software configuration.
(Include: Revisions where appropriate. Also list any patches applied
and any third party software/hardware installed.)
-----------------------------
ACMSDI V2.0 ECO 3 was applied.
4. Location of further available Information.
(Include: Location of Crash Dumps, Network Topology, Log files etc.)
-----------------------------
No SWL collected in local CSC except the fax of the output.
--------------------------------------------------------------------------------
Event Number: 2
Event Type: Assignment
Date & Time: 1996-04-25-06:33:14.290-04:00
Actor: IPMT/GCM (hole18::ipmt$gcm_un, DTN 496-8040, (EASYNET\MAR
X::GCM))
New Business:
New Last Routed To: TPS_3 (TP Support-Desktop/Acms - TP SUPPORT-ACMS, MASTR::
IPMT_TPS_3)
New Assigned Owner: TPS_3 (TP Support-Desktop/Acms - TP SUPPORT-ACMS, MASTR::
IPMT_TPS_3)
Remark:
Case automatically routed.
--------------------------------------------------------------------------------
Event Number: 3
Event Type: Updated Status
Date & Time: 1996-04-25-06:33:14.650-04:00
Actor: IPMT/GCM (hole18::ipmt$gcm_un, DTN 496-8040, (EASYNET\MAR
X::GCM))
New Business:
New Last Routed To:
New Assigned Owner:
Remark:
Remote Actor: LI, SF (HGOMCS::CORE_SFLI, (852)2805-3397)
--------------------------------------------------------------------------------
MICKWID LAM <Comments - via CORE> 24-APR-1996 00:56
--------------------------------------------------------------------------------
23/Apr Asked customer to collect the log from PC.
Problem Details
---------------
The customer running ACMSDI$SERVER got event log %ACMSDI-E-INTERNAL accept of
connection fail 2094 and 27C. PC logged network problem.
--------------------------------------------------------------------------------
<<<<<<<<<<<<<<<<<<<<<<<PTT UNIT SEPARATION>>>>>>>>>>>>>>>>>>>>>>
[This update was sent from IPMT/GCM (via IPMT) on 29-APR-1996 22:18]
[TPS_3 responsible for next action, Problem is undefined]
Remote Actor: LAM, MICKWID (HGOMCS::MICKWIDLAM, (852) 2805-3344)
--------------------------------------------------------------------------------
MICKWID LAM <New Status> 29-APR-1996 18:57
--------------------------------------------------------------------------------
30/Apr Engineering please update us on the analysis of the problem. We don't
get engineering response since call escalated.
--- List of notification addresses follows ---
MASTR::IPMT_TPS_3 ! TP Support-Desktop/Acms [VAXmail]
hole18::ipmt$gcm_un ! IPMT/GCM [VAXmail]
<<<<<<<<<<<<<<<<<<<<<<<PTT UNIT SEPARATION>>>>>>>>>>>>>>>>>>>>>>
[This update was sent from IPMT/GCM (via IPMT) on 7-MAY-1996 05:14]
[TPS_3 responsible for next action, Problem is undefined]
Remote Actor: LAM, MICKWID (HGOMCS::MICKWIDLAM, (852) 2805-3344)
--------------------------------------------------------------------------------
MICKWID LAM <New Status> 07-MAY-1996 01:58
--------------------------------------------------------------------------------
07/May We do not receive any message from engineering since call logged.
Please follow up.
--- List of notification addresses follows ---
MASTR::IPMT_TPS_3 ! TP Support-Desktop/Acms [VAXmail]
hole18::ipmt$gcm_un ! IPMT/GCM [VAXmail]
<<<<<<<<<<<<<<<<<<<<<<<PTT UNIT SEPARATION>>>>>>>>>>>>>>>>>>>>>>
[This update was sent from IPMT/GCM (via IPMT) on 14-MAY-1996 05:57]
[TPS_3 responsible for next action, Problem is undefined]
Remote Actor: LAM, MICKWID (HGOMCS::MICKWIDLAM, (852) 2805-3344)
--------------------------------------------------------------------------------
MICKWID LAM <New Status> 14-MAY-1996 02:35
--------------------------------------------------------------------------------
14/May Not a single message from engineering since call escalation. CLD
manager please follow up.
--- List of notification addresses follows ---
MASTR::IPMT_TPS_3 ! TP Support-Desktop/Acms [VAXmail]
hole18::ipmt$gcm_un ! IPMT/GCM [VAXmail]
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