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Diva Server for Linux - Troubleshooting FAQ
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First Edition (February 2002)	   211-156-01

Diva ISDN is a registered trademark of Eicon Networks Corporation.
Linux is a registered trademark of Linus Torvalds.
All other brand and product names are trademarks or registered trademarks
of their respective owners.
This distribution contains programs the are licensed under GNU General Public 
License (GPL). Those programs are copyrighted by their respective owners and 
distributed under the terms of the GNU General Public License included in this
package.  If you have not received a copy of such license you may obtain it by 
writing to the Free Software Foundation, Inc., 59 Temple Place, Suite 330, 
Boston, MA  02111-1307  USA.
Changes are periodically made to the information herein; these changes will be
incorporated into new editions of the publication. Eicon Networks may make
improvements and/or changes in the products and/or programs described in this
publication at any time.
For information on contacting Customer Services see the printed guide that came
with your adapter.
Eicon Networks may use or distribute whatever information you supply in any
way it believes appropriate without incurring any obligations to you.
Copyright 2002 Eicon Networks Corporation. All rights reserved, 
including those to reproduce this publication or parts thereof in any form 
without permission in writing from Eicon Networks.

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Contents
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1. What to do if the system hangs or crashes at start time after driver 
   installation
2. Cause of a driver load failure
3. How to create adapter or driver trace files
4. How to create a support request if the system crashes or hangs after loading 
   the Diva drivers or if you cannot load the Diva drivers or start the Diva 
   adapters

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1. What to do if the system hangs or crashes at start time after driver 
   installation
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By default, Diva drivers are loaded at system start time. To prevent the 
drivers from being loaded, login in single user mode. To start the system in 
single user mode, press ESC as soon as the initial boot screen appears and 
pass the 's' boot option to the kernel.

After the system is started in single user mode, change to the
'/usr/lib/eicon/divas' directory and remove the 'divas_cfg.rc' file or 
execute 'sh cfg_util.sh 2' to remove the symbolic links that load the Diva 
drivers at system startup.

To solve your installation problem, see the following explanations and 
instructions. 

You can start and stop the Diva drivers manually with 
'/usr/lib/eicon/divas/Start' and '/usr/lib/eicon/divas/Stop' to check if 
the problem is solved.
To restore the symbolic links, execute 'sh cfg_util.sh 1'.

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2. Cause of a driver load failure
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The most common cause of a driver load failure is a wrong kernel version, i.e. 
the kernel version for which the device drivers were compiled does not match 
the version of the installed kernel.
If the kernel versions do not match, you will experience the following system 
behaviour:
- The system displays warnings about a wrong module version at driver load.
- Loading the drivers fails as result of unresolved externals.
- The system crashes once you try to load or access the drivers.

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3. How to create adapter or driver trace files
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In case of application problems (e.g. you cannot connect to a specific
number, the application returns an error, the application does not receive 
notifications about incoming calls, or any other failure at application layer),
adapter and driver debug traces are required to analyze the problem.

To create the required driver trace files, execute the following command 
sequence:
1. cd /usr/lib/eicon/divas
2. ./Trace
3. Select appropriate trace options and activate trace daemon
4. Perform the operation that causes the application failure
5. ./Trace
6. Select 'Stop trace daemon and compress trace file'
7. Attach compressed trace file together with a problem description to your
   support request.

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4. How to create a support request if the system crashes or hangs after 
   loading the Diva drivers or if you cannot load the Diva drivers or start 
   the Diva adapters
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Execute the following sequence of instructions and add the 'report.txt',
'maint.bin' and 'report.tgz' files (if present) to your support request.

Ensure that the Diva drivers are not loaded (change to the 
'/usr/lib/eicon/divas' directory and remove the 'divas_cfg.rc' file or 
execute 'sh cfg_util.sh 2' and restart the system).
Change to the '/usr/lib/eicon/divas' directory, execute './Support' command
and select problem profile.
All following actions will be performed by Diva support wizard mostly
unattenden. Diva support wizard will ask you confirmation before performing of
critycal operations or if system reboot will be necessary.

In case you observe total system failure, and Diva support wizard is not able to
process until end, please restart Diva support wizard and select problem profile
number 5. In this mode Diva support wizard will capture system information that
will allows Eicon support to replicate your system environment. For this
operation your system hould have at least 50 MByte of free disc space.