Steps for Obtaining Bootup Lan Trace:
- Two Workstations.
- A Hub or a Switch (If using a switch, then the 2 ports used by the 2 workstations must be mirrored).
- Install Wireshark on one of the 2 workstations. ( Download Wireshark: http://www.wireshark.org/download.html )
In this example, WK1 is the workstation duplicating the issue and WK2 is the workstation running Wireshark. Both workstations are connected to a hub (or switch with mirrored ports) and the hub or switch is connected to the network.
- Shutdown WK1.
- Launch Wireshark on WK2.
- Within Wireshark, click Capture | Interfaces.
- Select the interface on which packets need to be captured.
- Start WK1 and log in with the Novell Client.
- Duplicate the issue. (Perform the task that results in an error.)
- Once you get the Error, stop the capture in Wireshark (For example, if troubleshooting a login script problem, stop the capture after the login script runs and the problem is presented.)
- Save the file.
- What is the problem? (when did it start? steps to reproduce? any other pertinent information)
- What steps were traced?
- Give names of the servers and files being accessed.
- If analysis of the trace has already been attempted, please provide Novell Support with analysis notes.
- For example: Packets 1-30 are boot. Packets 31-500 are login. Packets 501 to 1,000 is the application loading. Packet 1,001 to 1,500 is saving the file. The error occurred at approximately packet 1,480.
- Give the MAC addresses of hardware involved? (Workstation, servers, printers ...)
- What is the workstation OS and configuration?
- What version of client software is running?
- If it works with one version of the client (or a particular server patch), then get a trace of it working, and a trace of it not working.
- For Novell Client issues: Are there any client patches loaded?
- For NetWare servers: What version of NetWare (and other relevant products i.e. ZEN or NDPS) are running on the server?
- What patches have been applied?
- What is the configuration of the network? Are there routers involved? If so, what kind of routers?
For Novell Support to analyze a packet trace, a Service Request needs to have been opened. Refer to https://www.novell.com/support/ for details on opening a Service Request.
Traces smaller than about 5 megabyte can be attached to an open service request through the service request web interface or by sending the trace as an attachment to an email to firstname.lastname@example.org with the Service Request number in the Subject line.
Larger traces should be uploaded to Novell's FTP server. Zip the traces and a readme.txt with a description of what you traced, using the SR number as the .zip naming convention, i.e.2345678.zip. Upload the file to ftp.novell.com/incoming. Once the file has been uploaded, notify the assigned support technician of the availability of the files by updating the incident through the service request web interface or by sending an email to the Service Request.