IBM TS2900 Setup, Operator, And Service Manual page 148

2. Follow these steps to take full advantage of your call:
3. The IBM Support Center will assist with problem determination and initiate
7-2
TS2900 Tape Autoloader Setup, Operator, and Service Guide
c. Verify that your device drivers are at the most recent level (see your server
(host) manual for instructions).
• For the latest release of IBM device drivers, visit the web.
• For the latest release of device drivers by Independent Software Vendors
(ISVs), visit the appropriate third-party web site.
d. Verify whether your hardware and software configuration is supported. To
determine the latest supported attachments, visit the web.
e. Ensure that cables and connectors are not damaged.
f. Review all documentation carefully. (Experience has demonstrated that most
questions are answered in your documentation.)
a. Be prepared to explain whether the software or hardware has worked
properly at anytime 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 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 running on a network, have all relevant information available (that is, type,
version number, network hardware, and so on).
f. Having this information available when you call for customer assistance will
enable support personnel to resolve your problem in the most efficient
manner possible.
• Library Machine type and Model name(s)
• Serial number of the library (front of the library on the label underneath the
power button)
• Library and drive firmware levels currently installed
• Device driver information
• Host application name and version
• Type of host, operating system version, clock speed, RAM, network type,
network version, and any special boards installed
shipment of a replacement part, if needed, to the customer's location. To contact
IBM Technical Support:
• 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 Support & downloads, click Open a
Service Request.