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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 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 ServerProven website to make sure that the hardware and software is supported by your product.
  • Go to the Lenovo Support Portal to 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 (Lenovo 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 Service requests and PMRs 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 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.

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 documentation for most systems, operating systems, and programs 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.