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Before you call

Before you call, ensure 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 are able to assist you efficiently if you prepare before you call.

  • Ensure that all cables are properly connected.

  • Ensure 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.

  • To check for information to help you solve the problem, go tohttp://www.lenovo.com/support/converged-hx-series

  • 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. Ensure that you mention that this is a Lenovo Converged HX Series appliance.

    • Hardware and Software Maintenance agreement contract numbers, if applicable

    • Machine type number (5462 for Lenovo Converged HX Series)

    • Model number

    • Serial number

    • Current system UEFI and firmware levels

    • Other pertinent information such as error messages and logs

  • Submit an Electronic Service Request at http://www.ibm.com/support/entry/portal/Open_service_request to make the pertinent information available to the service technicians. As soon as you complete this action, the IBM service technicians can start working on your solution.

You can solve many problems without outside assistance by following the troubleshooting procedures that Lenovo provides in the online help or in the Lenovo product documentation. The Lenovo product documentation also describes the diagnostic tests that you can perform. The documents for most systems, operating systems, and programs contain 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.