Troubleshooting considerations

Support entitlement​

For ThinkAgile SXM Series solutions that are shipped in a rack, the entire solution is entitled at the rack level, based on the rack Machine Type 9565 and its serial number. For ThinkAgile SXM Series solutions that are integrated into a customer-supplied rack, the solution is also entitled at the rack level, based on Machine Type 7Y34 and a derived “virtual rack serial number” that is created for each customer order.

If you need support for these solutions or any of their components or included software, be sure to use your rack Machine Type and serial number. If you use an individual component (server or switch) serial number, Premier Support might not immediately recognize the correct entitlement, which could delay proper case handling.

For scale unit nodes that are added after the original deployment (i.e. expansion nodes), support entitlement is based on the individual component (server or switch) serial numbers.

Limitation on automated service requests (Call Home)​

Because ThinkAgile SXM Series solutions are serviced and supported at the overall product level, it is recommended that you not implement Call Home functionality for the components. If you choose to enable Call Home, be aware that your entitlement might not be recognized immediately. See Working with service and support for information about resolving issues.

Requirement for product-specific server motherboard​

In order to meet functional requirements, ThinkAgile SXM Series solutions require a specific motherboard Field Replaceable Unit for scale unit nodes and the HLH. When attempting to service the servers, make sure your Support Engineer is aware of the following:

• Do not use common server motherboard spares.

• Always check the ThinkAgile SXM Series support information on the Web for the correct motherboard FRU part number.