Chapter 5. Solving problems
43
You also can order publications through the IBM Publications Ordering System at
http://www.elink.ibmlink.ibm.com/public/applications/publications/cgibin/pbi.cgi.
Getting help and service
If you have a problem with your server product, you will find a wide variety of sources
available to help you.
Using the documentation and diagnostic
programs:
Many problems can be solved without outside assistance. If you expe-
rience a problem with your server product, the first place to start is the troubleshooting
information in your IBM documentation. If you suspect a software problem, see the
documentation, including README files and online help, that comes with the operat-
ing system or application program.
Most IBM server products come with a set of diagnostic programs that you can use to
help you identify hardware problems. See the troubleshooting information in your IBM
documentation for instructions on using the diagnostic programs.
The troubleshooting information or the diagnostic programs might tell you that you
need additional or updated device drivers or other software. IBM maintains pages on
the World Wide Web where you can get the most current technical information and
download device drivers and updates. To access these pages, go to
http://www.ibm.com/pc/support/ and follow the instructions.
Calling for service:
If you have tried to correct the problem yourself and still
need help, during the warranty period, you can get help and information by telephone
through the IBM HelpCenter
®
®. The following services are available during the war-
ranty period:
•
Problem determination - Trained personnel are available to assist you with deter-
mining if you have a hardware problem and deciding what action is necessary to
fix the problem.
•
IBM hardware repair - If the problem is determined to be caused by IBM hard-
ware under warranty, trained service personnel are available to provide the appli-
cable level of service.
•
Engineering Change management - Occasionally, there might be changes that
are required after a product has been sold. IBM or your reseller, if authorized by
IBM, will make selected Engineering Changes (ECs) available that apply to your
hardware.
The following items are not covered:
•
Replacement or use of non-IBM parts or nonwarranted IBM parts. All warranted
parts contain a 7-character identification in the format IBM FRU XXXXXXX.
•
Identification of software problem sources.
•
Configuration of BIOS as part of an installation or upgrade.
•
Changes, modifications, or upgrades to device drivers.
•
Installation and maintenance of network operating systems (NOS).
•
Installation and maintenance of application programs.
Refer to your IBM Statement of Limited Warranty for a full explanation of IBM warranty
terms. Be sure to retain your proof of purchase to obtain warranty service.
In the U.S. and Canada, these services are available 24 hours a day, 7 days a week.
In the U.K., these services are available Monday through Friday, from 9:00 a.m. to
6:00 p.m.
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