IBM System Storage TS3310 Setup And Operator Manual page 208

v To contact IBM Technical Support:
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TS3310 Tape Library Setup and Operator Guide
2. Review all documentation carefully. (Experience has demonstrated that most
questions are answered in your documentation.)
3. Be prepared to explain whether the software or hardware has worked
properly at anytime in the past. Have you changed anything recently?
4. Pinpoint the exact location of your problem, if possible. Note the steps that
led to the problem. Can you duplicate the problem or is it a one-time
occurrence?
5. Note any error messages displayed on your PC monitor or file server. Write
down the exact error message.
6. If at all possible, call while at your computer, with the library installed and
turned on.
7. If running on a network, have all relevant information available (that is, type,
version number, network hardware, and so on).
8. Be prepared to provide:
– Machine type and Model name(s)
– Serial number of the library (front of the control module on the label
underneath the power button)
– Software version numbers
– Device driver information
– Host application name and version
– Hardware configuration, including firmware versions, date, and number
– Type of host, operating system version, clock speed, RAM, network type,
network version, and any special boards installed
– A brief description of the problem, including Service Action Ticket number
(Txxx).
Having this information available when you call for customer assistance will
enable support personnel to resolve your problem in the most efficient
manner possible.
– In the USA: 1-800-IBM_SERV (1-800-426-7378)
– All other Countries/Regions: http://www.ibm.com/planetwide/
– To open a Service Request online: Under Get Support, click Open a Service
Request.