Sun Microsystems StorageTek T9840, User'S Reference Manual

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95739 • Revision YA Preface 17
Customer-Initiated Maintenance
Customer-initiated maintenance begins with a telephone call from you to Sun
Microsystems StorageTek Support. You receive immediate attention from qualified
personnel, who record problem information and respond with the appropriate level of
support.
To contact Sun Microsystems StorageTek Support about a problem:
http://www.sun.com/storagetek/support/index.jsp
This section describes what to do if problems occur with the tape drive. In some cases,
you might be able to correct the problem. In other cases, you must contact your service
representative as described in this chapter.
If you have as much of the following information as possible when you place a service
call, the process is much easier:
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Account name: _____________________________________________________
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Site location number: ________________________________________________
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Contact name: _____________________________________________________
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Telephone number: __________________________________________________
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Equipment model number: ___________________________________________
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Tape drive address: __________________________________________________
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Tape drive code level: ________________________________________________
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Tape drive serial number: _____________________________________________
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Urgency of the problem: ______________________________________________
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Fault Symptom Code (FSC) from the tape drive’s front panel display screen (rack
mount) or as displayed on the host system display screen: __________________
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Problem description: _________________________________________________
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Is the tape drive in a library? ___ If so, which library? ____________________
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If the tape drive was running properly before this incident:
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What changes has the site made recently? _____________________________
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What software application was running at the time of the failure? ________
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Were any hardware configuration changes made recently? _______________
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Were any software configuration or upgrades done recently? ______________
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Were any additions or deletions to the hardware or software done at the site?
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If the drive was NOT running properly before this incident, what was the last
problem? ____________________________________________________________