Emerson support personal may ask for the firewall IPD's diagnostic information for troubleshooting purposes. Do not reboot the firewall IPD before saving information because rebooting clears out important event information. Because some of the statistical information is ongoing run time data, it is also important to have a baseline of the time period during which certain statistics are gathered. For example, if CRC errors are non-zero and you want to determine a CRC error rate, you need to know how long it took to accumulate those errors. Emerson support personnel may ask you to clear specific counters and record that time, then come back later and read the same counters again to determine the error rate.
You can check statistics counters if you suspect that you have a communications problem through the firewall IPD that is possibly related to the cabling (fiber optic or twisted pair) connections to the firewall IPD. To get an accurate rate, use the Command Line Interface (CLI) to reset the counters to zero:
>enable
#clear statistics
When you are ready, use the CLI to view the new statistics and then save the output to a file.
>Show interface counters
You may be asked for additional information to send in with the statistics. Using the CLI, enter the following commands and save all of the outputs to a file to send to technical support for analysis.
>Show system info
>Show system eventlog
>Show interfaces all
>enable
# Show running-config
Much of the above information can be obtained using HiView with the browser interface. Refer to KBA NK-1600-0290 for information about using HiView.