Chapter 5: Troubleshooting
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Page 49
5.2 When
Calling
for
Assistance
Please be prepared to provide the following information.
1.
A complete description of the problem, including the following
points:
a. The nature and duration of the problem;
b. Situations when the problem occurs;
c. The components involved in the problem;
d. Any particular application that, when used, appears to
create the problem;
2.
An accurate list of Black Box product model(s) involved, with serial
number(s). Include the date(s) that you purchased the products
from your supplier.
3.
It is useful to include other network equipment models and related
hardware, including personal computers, workstations, terminals
and printers; plus, the various network media types being used.
4.
A record of changes that have been made to your network
configuration prior to the occurrence of the problem. Any
changes to system administration procedures should all be
noted in this record.
