This appendix provides information to help you deal with problems that might occur during product installation or product use.

If you find an error in the documentation, send an email message to the internet address on the last page of this appendix. Include the manual title, publication date, section and page numbers where the error occurred.

A.1 Problems During Product Installation

If errors occur during the installation, the system displays failure messages. For example, if the Tru64 UNIX installation fails due to insufficient disk space, the following message appears:

There is not enough space for subset RTRBASExxx Reliable Transaction Router for Tru64 UNIX (RTRBASExxx) will not be loaded.

Errors can occur during the installation if any of the following conditions exist:

• The operating system version is incorrect.
• The prerequisite software version is incorrect.
• There is insufficient disk space.
• The system parameter values for successful installation are insufficient.

For descriptions of error messages generated by these conditions, see the operating system documentation on system messages, recovery procedures, and software installation. For information on system software requirements, see the software and disk space requirements for your operating system.

A.2 Problems After Installation

U.S. customers who encounter a problem while using Reliable Transaction Router can report it to HP by telephoning the HP Customer Support Center (CSC) at 1-800-354-9000. (Customers with service contracts can also use an electronic means such as DSNlink.)

Customers without a service contract can arrange for per-call support.

The CSC will need the following information:

• The name and version number of the operating system you are using
• The Reliable Transaction Router version number you are using
• The hardware system you are using (such as a model number)
• A brief description of the problem (one sentence if possible)
• Whether or not the problem is critical
• Any other information that is helpful, such as the specific commands you used to run the software, the error messages displayed, and source listings of the relevant software module or lines of code

If the problem is related to Reliable Transaction Router documentation, send comments electronically to the following internet address:
rtrdoc@hp.com.

If you are reporting a specific documentation error, be sure to include the manual title, date from title page, section and page numbers where the error occurred.

Remove commands do not remove all RTR files from your disks. This is particularly important when you are upgrading from one version of RTR to another. You must eliminate all RTR files from your system, but do not discard any customized monitor files in /rtr or a journal containing recoverable transactions in /rtrjnl . Copy these to another directory before completing the uninstall instructions.

If /rtrjnl or /rtr is a symbolic link to another directory, first remove the target directory and all files contained in it, and then remove the symbolic link.

B.1 Uninstalling on OpenVMS

Complete the following steps to uninstall RTR from your system.

• Stop all RTR processes on the system:

  $ RTR STOP RTR $ RTR DISCONNECT SERVER

• Check for any surviving processes such as rtrd and applications programmed to handle RTR_STS_NOACP, and terminate any such processes until there are none left. Note that all the RTR ACP and comserver processes must be terminated before rtrd , otherwise they will create a new rtrd .
  The rtrd process can now be terminated with the STOP command or by issuing the following command:

  $ RTR DISC SERVER/DAEMON

• Terminate all application processes linked to RTR. If you are running in a cluster configuration, you must remove RTR application processes from all the cluster members that use the disk where RTR was installed.
  Processes can be terminated with the STOP command, or by a program that uses $FORCEX.
  To verify that no RTR-related processes are still running on a node or cluster member, use the SHOW DEVICE/FILES command to make sure that there are no remaining SYS$SHARE:LIBRTR*.EXE shareable images.
• Remove RTR from your system.

  $ PRODUCT REMOVE RTR

You must perform the following actions before uninstalling RTR on a Windows system:

• If RTR has previously been registered as a service, unregister RTR as a service. Do this with the following menu selections from the Program menu:
  Compaq -> RTR -> Service -> Unregister
• Delete all *.LCK files located in the directory used for the previous installation, and the RTRenvps file (shared memory).
• Stop all RTR processes on the system:

  RTR STOP RTR RTR DISCONNECT SERVER

  
  If you are uninstalling RTR Version 4.0, use the /DAEMON option:

  RTR DISCONNECT SERVER/DAEMON

  
  You can also use the Shutdown command, which executes Shutdown.bat .

  Programs-> Compaq -> RTR -> Utilities ->Shutdown

• Check for any surviving processes such as rtrd and applications programmed to handle RTR_STS_NOACP, and terminate any such processes until there are none left. Note that all the RTR ACP and comserver processes must be terminated before rtrd , otherwise they will create a new rtrd .
  The rtrd process can now be terminated with this command:

  $ RTR DISC SERVER/DAEMON

  
  To verify that no RTR-related processes are still running on a node or cluster member, check for the existence of the rtrdll.dll file. The rtrdll.dll file cannot be deleted if it is in use.

• To uninstall RTR, perform one of the following options:
  Programs -> Compaq -> RTR -> Utilities -> Uninstall
  or
  Control Panel -> Add/Remove Programs -> Reliable Transaction Router -> Add/Remove
• Terminate all application processes linked to RTR. If you are running in a cluster configuration, you must remove RTR application processes from all the cluster members that use the disk where RTR was installed.
• Remove previous versions of RTR from the disk:

  DEL /S/Q C:\RTR

Complete the following steps to uninstall RTR from your system.

• Stop all RTR processes on the system:

  # rtr stop rtr # rtr disconnect server

• Check for any surviving processes such as rtrd and applications programmed to handle RTR_STS_NOACP, and terminate any such processes until there are none left. Note that all the RTR ACP and comserver processes must be terminated before rtrd , otherwise they will create a new rtrd .
  The rtrd process can now be terminated with the KILL command or by issuing the following command:

  $ rtr disc server/daemon

  
  To verify that no RTR-related processes are still running on a node or cluster member, use the fuser or lsof command to make sure that the threaded or unthreaded librtr*.so shared libraries are not in use.

• Terminate all application processes linked to RTR. If you are running in a cluster configuration, you must remove RTR application processes from all the cluster members that use the disk where RTR was installed.
• Uninstall all previous versions that you find:

  # setld -d RTRBASE4xx

  
  where "xx" is the version number.

• Remove all RTR files with the following commands:

  Note The last directory is user configurable, so verify its location before executing the last command.

  rm -rf /rtr rm -rf /rtrjnl rm -rf /usr/opt/rtr

Complete the following steps to uninstall RTR from your system.

• Stop all RTR processes on the system:

  # rtr stop rtr # rtr disconnect server

• Check for any surviving processes such as rtrd and applications programmed to handle RTR_STS_NOACP, and terminate any such processes until there are none left. Note that all the RTR ACP and comserver processes must be terminated before rtrd , otherwise they will create a new rtrd .
  The rtrd process can now be terminated with the KILL command or by issuing the following command:

  $ rtr disc server/daemon

• Terminate all application processes linked to RTR. If you are running in a cluster configuration, you must remove RTR application processes from all the cluster members that use the disk where RTR was installed.
  To verify that no RTR-related processes are still running on a node or cluster member, use the fuser or lsof command to make sure that the threaded or unthreaded librtr*.so shared libraries are not in use.
• Uninstall all previous versions that you find:

  # pkgrm rtr

• Remove all RTR files with the following commands:

  Note The last directory is user configurable, so verify its location before executing the last command.

  rm -rf /rtr rm -rf /rtrjnl rm -rf /opt/rtr