Contacting Ibm Technical Support - IBM TS4300 User Manual

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2. Verify that you exhausted all troubleshooting options. See "Troubleshooting Guide" on page 103.
3. Collect library logs. See "Locating Management functions" on page 79.
4. Verify that the library and drive firmware is at the most recent level. See "Locating Management
functions" on page 79.
5. Verify that your device drivers are at the most recent level.
• For the current release of IBM device drivers, see http://www.ibm.com/support/fixcentral.
• For the current release of device drivers by independent software vendors (ISVs), go to the
appropriate third-party website.
6. Verify whether your hardware and software configuration is supported.
7. Check the hardware and connections:
• Ensure that the host interface cable connector does not contain bent or recessed pins.
• Ensure that all retention screws for the host interface cable and terminator are securely tightened.
• Verify the host connection. See "Verifying the host connection" on page 73.
If you still have a problem after these steps are completed, see "Contacting IBM technical support" on
page 111.

Contacting IBM technical support

Follow the procedures to contact IBM technical support.
Important: This tape library is a customer installed unit. The customer is responsible for the setup and
maintenance of the tape library. The customer is charged for service if a service contract is not in place.
• Complete the steps in Pre-call checklist before a call is placed to IBM technical support.
• Before IBM technical support is called, the customer is responsible for following published LTO
diagnostic procedures, including any needed update to the current level of firmware.
• The IBM Support Center assists with problem determination and can initiate shipment of a replacement
part, if needed, to the customer's location. Transportation costs, both ways, are paid by IBM. The
replacement part becomes the property of the customer in exchange for the failed part, which becomes
the property of IBM. The customer is responsible for packing the failed part into the shipping carton that
contained the replacement part. Failure to return the failed part to IBM within 30 days results in a bill
sent to the customer for the new list price. The customer is responsible for installing and setting up all
replacement parts.
• Failure to use the carton in which the replacement part was received, or failure to properly pack the
returned part, can result in charges that are incurred for damage to the failed part during shipment.
• Before you call technical support, follow these steps that help you take full advantage of your call.
1. Be prepared to provide
– Machine type and Model name
– Serial number of the library
– Hardware configuration, including firmware versions, drive types, modules
– Type of host, operating system version, device driver information, software application, and
version, clock speed, RAM, network type, network version
– A brief description of the problem, including Event Ticket information.
2. Review all documentation carefully. (Experience demonstrates that most questions are answered in
your documentation).
3. Be prepared to explain whether the software or hardware worked properly 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?
Chapter 5. Troubleshooting 111