Chapter 13 - Troubleshooting and Support
Spectra Logic Technical Support
Determine System Serial Number
If you have more than one BlackPearl system, it is necessary to determine the serial number
of the system before contacting Spectra Logic Technical Support. Use the following steps to
determine the system serial number.
1.
From the menu bar, select
Support > Contact Information
. The Contact Information screen
displays.
2.
The system serial number is listed in the Product Information pane.
Figure 261
The system serial number.
Opening a Support Ticket
You can open a support ticket using the Spectra Logic Technical Support portal or
telephone.
1.
Make notes about the problem, including what happened just before the problem
occurred.
2.
Gather the following information:
• Company name, contact name, phone number, and email address
• Type of host system being used
• Type and version of host operating system being used
• Type and version of host file storage software being used
3.
Submit a support incident.
• To use the Spectra Logic Technical Support portal:
i.
Log into your account on the Technical Support portal at
Note:
See
if you did not previously create an account on
the Technical Support portal.
ii.
Select
Incidents & Inventory > Open or View Incidents
, or on the Home page, click
Open a Support Incident
.
November 2020
User Guide-BlackPearl Converged Storage System
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