Before You Call Support - Alcatel 5620 Troubleshooting Manual

During troubleshooting:
•
Keep both the Alcatel documentation and your company policies and procedures
nearby.
•
Check the appropriate release notice from the Support Documentation Service at
www.alcatel.com for any release-specific problems, restrictions, or usage
recommendations that relate to your problem.
•
If you need help, confirmation, or advice, contact your TAC or technical support
representative. See Table 1-1 to collect the appropriate information before you
call support.
•
Contact your TAC or technical support representative if your company guidelines
conflict with Alcatel documentation recommendations or procedures.
•
Perform troubleshooting based on your network requirements.
1.4

Before you call support

Collect the information listed in Table 1-1 before you call your TAC or technical
support representative.
The list of Alcatel support contacts is available from the Alcatel home page at
www.alcatel.com. Click on the Support link.
Action
Collect software and platform
information
Collect any applicable software logs
Collect information about actions
performed before the problem
occurred
Alcatel 5620 Service Aware Manager, Release 2.1 R2
May 2005 95-5887-01-00-B
Table 1-1 Troubleshooting data collection for support
Collect the following
•
release version and load of 5620 SAM software
•
Solaris, Linux, or Windows operating system version
and patch set
•
platform information, including CPU, disk, and RAM data
•
The appropriate log files from the PC or workstation
where the problem occurred. For example, for problems
from a server, retrieve the EmsServerLog.txt file from
the install directory log directory or folder. See
Procedure 2-1 for more information.
•
if appropriate, screen captures or a text version of the
error or exception message received
•
an inventory of the actions, for example, the GUI
configurations performed before the problem occurred
•
any troubleshooting actions and the results
1 — Troubleshooting process
1-5