Appendix B. Getting Help And Technical Assistance; Before You Call - Lenovo NeXtScale n1200 Installation And Service Manual

Appendix B. Getting help and technical assistance

If you need help, service, or technical assistance or just want more information about Lenovo products, you
will find a wide variety of sources available to assist you.
Use this information to obtain additional information about Lenovo and Lenovo products, determine what to
do if you experience a problem with your Lenovo system or optional device, and determine whom to call for
service, if it is necessary.

Before you call

Before you call, make sure that you have taken these steps to try to solve the problem yourself.
If you believe that you require Lenovo to perform warranty service on your Lenovo product, the Lenovo
service technicians will be able to assist you more efficiently if you prepare before you call.
• Check all cables to make sure that they are connected.
• Check the power switches to make sure that the system and any optional devices are turned on.
• Check for updated software, firmware, and operating-system device drivers for your Lenovo product. The
Lenovo Warranty terms and conditions state that you, the owner of the Lenovo product, are responsible
for maintaining and updating all software and firmware for the product (unless it is covered by an
additional maintenance contract). Your Lenovo service technician will request that you upgrade your
software and firmware if the problem has a documented solution within a software upgrade.
• If you have installed new hardware or software in your environment, check http://www.lenovo.com/
serverproven/ to make sure that the hardware and software is supported by your LenovoLenovo product.
• Go to http://www.lenovo.com/support to check for information to help you solve the problem.
• Gather the following information to provide to Lenovo Support. This data will help Lenovo Support quickly
provide a solution to your problem and ensure that you receive the level of service for which you might
have contracted.
– Hardware and Software Maintenance agreement contract numbers, if applicable
– Machine type number (Lenovo 4-digit machine identifier)
– Model number
– Serial number
– Current system UEFI and firmware levels
– Other pertinent information such as error messages and logs
• Go to http://www.ibm.com/support/ entry/portal/Open_service_request to submit an Electronic Service
Request. Submitting an Electronic Service Request will start the process of determining a solution to your
problem by making the pertinent information available to Lenovo Support quickly and efficiently. Lenovo
service technicians can start working on your solution as soon as you have completed and submitted an
Electronic Service Request.
You can solve many problems without outside assistance by following the troubleshooting procedures that
Lenovo provides in the online help or in the documentation that is provided with your Lenovo product. The
documentation that comes with Lenovo systems also describes the diagnostic tests that you can perform.
Most systems, operating systems, and programs come with documentation that contains troubleshooting
procedures and explanations of error messages and error codes. If you suspect a software problem, see the
documentation for the operating system or program.
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