Appendix B.
Help and service information
If you have questions about your new Options by IBM product, or
require technical assistance, visit the IBM Personal Computing Support
Web site at http://www.pc.ibm.com/support. For information about
IBM, IBM PC products, or Options by IBM visit the IBM Personal
Computing Web site at http://www.pc.ibm.com. Additionally, you can
receive information from the IBM Automated Fax system at
1-800-426-3395 (in Canada, 1-800-465-3299), or from the Personal
Systems Group Bulletin Board System (PSG BBS) at 1-919-517-0001.
You can also get help and information through the IBM PC
HelpCenter, 24 hours a day, seven days a week. Response time may
vary depending on the number and nature of the calls received.
Marketing, installation, and configuration support through the
HelpCenter will be withdrawn or made available for a fee, at IBM’s
discretion, 90 days after the option has been withdrawn from
marketing. Additional support offerings, including step-by-step
installation assistance, are available for a nominal fee.
During the warranty period, assistance for replacement or exchange of
defective components is available. In addition, if your IBM option is
installed in an IBM computer, you might be entitled to service at your
location. Your technical support representative can help you
determine the best alternative.
Step 1: Troubleshooting
You might be able to solve the problem yourself. Before calling IBM,
you might want to try some or all of the following troubleshooting
procedures.
IDE tape drive procedures
1. If you get an IDE controller connection condition message, try
changing the jumper from master (MS) to slave (SL), or slave to
master. Some computers might require a different setting.
2. If you configured the tape drive as slave (SL) on the primary IDE
controller with a hard disk drive as the master, make sure that
you do not have to change the hard disk drive's jumper to master
with slave present. Some Seagate, Western Digital, and Quantum
hard disk drives require you to change this jumper setting.
General procedures
1. Remove the tape drive. Check for bent or misaligned pins and
then reinstall the drive if there are no problems.
2. Check the computer documentation for instructions about the
installation of upgrades. Look for a section about system setup or
system configuration and follow all procedures.
3-6 10/20 GB TR-5 IDE Tape Drive User’s Guide
