Ref: 11020034
Title: Troubleshooting 3+Open Name, Mail, DOS Despooler, Start
Date: 4/3/91

Copyright 3Com Corporation, 1991.  All rights reserved.

Supporting a network requires a great deal of knowledge about all the
parts of the network, from the cabling to the software applications.
If there is a problem on the network, it can be difficult to know what
information you need to solve it.  Following are questions that 3Com
Technical Services uses to troubleshoot networks with 3+Open services.
You can use these questions to assist in your own troubleshooting or
when preparing to call 3Com Technical Services.


3+OPEN NAME AND MAIL:

1.  Where are Name and Mail running?

2.  What is the network number when doing a 3N STAT?

3.  What error numbers appear in the error log?

4.  What is the network number in PROTOCOL.INI?

5.  What network number did the user install with?



3+OPEN DOS DESPOOLER:

1.  Were there problems installing the product?

2.  What are the error messages?  Where do they come from (netstation,
server, printer)?

3.  What application is being use to print from?

4.  How is the queue defined?

**************Printing Options for Queue************
Sharename:  [..........................]
Status:  [..........................]
Priority:  [ .....................]
Printer device [...................]   (NUL only for Laserwriter.)
Separator file  [...........................]
Print Processor:  [.......................................]
Parameters:  [ ...........................................]
   (If PostScript, COM ports cannot be used by any other device.)
Comment:  [...................................................]
   (Comment is required for Macintosh; see pg 2-41 in 3+Open for
   Macintosh Administrator's Guide.)


4.  What protocol are you using on the 3Station/2E?

5.  Does the print job spool to the server?  Does the netstation
think the job printed properly?

6.  Can you hold the queue, then print so that the job gets held?

7.  Does a queue work properly if a printer is directly connected to
the server?

8.  Has the start volume for the 3Station/2E been modified to run the
DOS Despooler?

9.  Does the 3Station/2E receive any information from the server's
queue?  (The print despooler's menu will indicate if something is
going across the wire.)

10. Have separator files been created and defined properly?

11. How often does the error occur?

12. Obtain current configuration files from the server and 3Station/2E
(AUTOEXEC.BAT and CONFIG.SYS from 3Station/2E, and CONFIG.SYS,
STARTUP.CMD, LANMAN.INI, PROTOCOL.INI and 3STARTUP.CMD from server).



3+Open Start:

1.  What version of 3+Open Start is being used?

2.  Has the Start server been upgraded with 1.1 Maintenance Update or later?

3.  What protocol is being used on the server and the workstation?

4.  What type of workstation is being used ?  (How many 3Stations?  How many
EtherLink cards?)

5.  If the problem is with an EtherLink card, does the card boot onto the
network without the Start PROM ?

6.  How were the start volumes created ?

7.  What are the Start parameters in LANMAN.INI?

8.  Are there error messages?

9.  When do the errors occur ?

10. Is 3STARTUP.CMD starting 3+Open Start properly ?

11. Does the user have access rights for the STARTDIR sharename to
access the Start files and run 3S.EXE ?

