What information should I get to resolve the problem?

Obviously, the most important thing to find out is the type of error (trap or IPE) and the exact message given by the system. On top of that, having the following will further help in problem determination:

• When does the error occur? At boot up? Within an application?
  
• Can the customer get out of it? If so, how?
  
• What is the hardware configuration of the system?
  Model?
  Adapters? Which slots?
  Memory? (This could be key to a trap 2 and/or D error)
  OEM cards?
  
• What is the software configuration of the system?
  Version of Operating System?CSDlevel ?
  Additional applications and version?
  
• What is the system configuration?
  If there is a LAN, what type, version?WhatsoftwareisrunningtheLAN ?
  Number of machines on the LAN?
  
• Is the error intermittent or reproducible?
  If it's reproducible, how?
  7 .
  Whatoccurredbeforetheerror ?
  Whattaskswerethesystemperforming ?
  8.
  Any recent changes to the system?
  Newly installed hardware or software?Addedmemory ?
  Updated the CSD?
  Added new software?
  Added new requesters? (if on LAN)
  

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