Troubleshooting 147
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Operating System Information You Need
Depending on the problem, you may be asked for certain pieces of information.
Be prepared to access the information listed in the following sections, based on
operating system used.
Microsoft® Operating Systems
Collect the following information:
• Whether the operating system was factory installed
• Operating system version number
• A current copy of the following files:
− WinMSD (Msinfo32.exe on Microsoft® Windows® 2000 systems)
− Boot.ini
− Memory.dmp
− Event logs
− Dr. Watson log (drwtsn32.log) if a user mode application, such as the
Insight Agents, is having a problem
− IRQ and I/O address information in text format
• An updated Emergency Repair Diskette
• If HP drivers are installed:
− Version of the PSP used
− List of drivers from the PSP
• The drive subsystem and file system information:
− Number and size of partitions and logical drives
− File system on each logical drive
• Current level of Microsoft® Windows® Service Packs and Hotfixes installed
• A list of each third-party hardware component installed, with the firmware
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