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Getting help and technical assistance

If you need help, service, or technical assistance for Lenovo XClarity Administrator, you can find a wide variety of sources available from Lenovo to assist you.

Before you begin

For general information about contact numbers, resources, and guidance to help you get the best support possible when and where you need it, see the Lenovo Support Plan – Software webpage.

Procedure

  • Ask questions and find answers by clicking the user-actions menu (Resources icon) on the XClarity Administrator title bar, and then clicking Visit forum or by going directly to the Lenovo XClarity Community forum website.

  • Submit ideas about XClarity Administrator by clicking the user-actions menu (Resources icon) on the XClarity Administrator title bar, and then clicking Submit ideas or by going directly to the Lenovo XClarity Ideation website.

  • Check the event log, and follow the suggested actions to resolve any event codes (see Working with events).

  • Find solutions to problems that have identifiable symptoms, and follow the suggested actions to resolve any problems. For the latest troubleshooting procedures, see Troubleshooting in the XClarity Administrator online documentation.

  • Check the Lenovo Data Center Support website for the latest tips and techniques that you can use to solve issues that you might have with XClarity Administrator. These tech tips provide procedures to work around issues that are related to the operation of XClarity Administrator.

    To find tech tips that are available for your server:

    1. Go to the Lenovo Data Center Support website.

    2. Enter XClarity Administrator in the Search field.

    3. Either click View All in the Top Articles section to view all tips, or enter keywords in the Search field to find a specific tip.

      Tip
      You can sort the list by Relevance, Popularity, or Newest tips.

  • If the problem is a hardware or baseboard management controller issue with a managed device, see the documentation that came with that device for information about problems and suggested actions.

  • If the problem is with the XClarity Administrator management server, you can manually submit a service ticket (see Reporting XClarity Administrator problems).

  • If the problem remains, and you are an entitled customer with a support-line contract, maintenance agreements, and/or warranty, submit an online service request.

    Note
    Lenovo XClarity Pro provides entitlement to service and support and the full-function-enablement license for XClarity Administrator. For information about purchasing Lenovo XClarity Pro, contact your Lenovo representative or authorized business partner.

    Submitting a service request starts the process of determining a resolution to your problem by making the pertinent information available to Lenovo Support quickly and efficiently. Lenovo service technicians can start working on your resolution as soon as you have completed and submitted a request.

    Note
    If Call Home is configured and enabled, XClarity Administrator automatically opens a service ticket and transfers service files to the Lenovo Support Center when a serviceable event occurs on a managed device so that the issue can be addressed. For information about enabling Call Home, see Setting up automatic problem notification to Lenovo Support (Call Home).

    If Call Home is not enabled, you can manually submits a service request and send service files (see Submitting a service request for hardware issues to the Lenovo Support Center).

    Note
    IBM is Lenovo's preferred service provider for XClarity Administrator. Service requests for some devices are forwarded to IBM for assistance.

  • Through the Lenovo Support Line, you can get technical assistance, for a fee, for usage, configuration, and software problems with your Lenovo products.

    To find the local and toll-free support phone numbers, see the Support Phone List website. You can dial the number that you find for your geographical area or click Contact Us on the webpage to get assistance.

    For severity 1 issues, support hours are 24/7. For all other severities, hours of operation and languages are listed on the webpage for your geographical area.

    China product support
    To contact product support in China, see the Lenovo Services – China website. You can also call 400-106-8888 for product support. The call support is available Monday through Friday, from 9 AM - 6 PM.