IBM TS3100 Setup, Operator, And Service Manual page 248

e. Ensure that cables and connectors are not damaged.
f. Review all documentation carefully. (Experience demonstrated that most questions are answered in
your documentation.)
2. Follow these steps to take full advantage of your call:
a. Be prepared to explain whether the software or hardware worked properly at any time in the past.
Have you changed anything recently?
b. 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?
c. Note any error messages that are displayed on your PC monitor or file server. Write down the
exact error message.
d. If at all possible, call while at your computer, with the library installed and turned on.
e. If your library is on a network, have all relevant information available (that is, type, version
number, network hardware).
f. Having this information available when you call for customer assistance enables support personnel
to resolve your problem in the most efficient manner possible.
v Library machine type and model name
v Serial number of the library (front of the library on the label underneath the power button)
v Library and drive firmware levels currently installed
v Device driver information
v Host application name and version
v Type of host, operating system version, clock speed, RAM, network type, network version, and
any special boards installed
3. The IBM Support Center assists with problem determination and initiates shipment of a replacement
part, if needed, to your location. To contact IBM technical support:
v In the US: 1-800-IBM_SERV (1-800-426-7378).
v All other Countries/Regions: http://www.ibm.com/planetwide/.
v To open a Service Request online: Under Support & downloads, click Open a Service Request.
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IBM TS3100 Tape Library and TS3200 Tape Library: Setup, Operator, and Service Guide Machine Type 3573