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 IBM to perform warranty service on your IBM product, the IBM 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 IBM product. The IBM Warranty terms and conditions state that you, the owner of the IBM product, are responsible for maintaining and updating all software and firmware for the product (unless it is covered by an additional maintenance contract). Your IBM 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 IBM ServerProven website to make sure that the hardware and software is supported by your IBM product.
• Go to the IBM Support Portal to check for information to help you solve the problem.
• Gather the following information to provide to IBM Support. This data will help IBM 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 (IBM 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 the IBM Electronic Services website 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 IBM Support quickly and efficiently. IBM 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 IBM provides in the online help or in the documentation that is provided with your IBM product. The documentation that comes with IBM 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.