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Appendix A. Getting Help and Technical Assistance
© Copyright Lenovo 2018
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 from
Lenovo to assist you.
Use this information to obtain additional information about Lenovo and Lenovo
products, and determine what to do if you experience a problem with your Lenovo
system or optional device.
Note: This section includes references to IBM web sites and information about
obtaining service. IBM is Lenovoʹs preferred service provider for the System x, Flex
System, and NeXtScale System products.
Before you call, make sure that you have taken these steps to try to solve the
problem yourself.
If you believe that you require warranty service for your Lenovo product, the
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 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 the
Lenovo Support portal to make sure that the hardware and software is
supported by your product., and where you can check for information to help
you solve the problem.
Gather the following information to provide to the service technician. This data
will help the service technician 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 (if applicable–Lenovo 4‐digit machine identifier)
Model number
Serial number
Current system UEFI and firmware levels
Other pertinent information such as error messages and logs
Start the process of determining a solution to your problem by making the
pertinent information available to the service technicians. The IBM service
technicians can start working on your solution as soon as you have completed
and submitted an Electronic Service Request.
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