– Has the problem happened before?
– What steps led up to the failure?
– Can the problem be recreated?
– What is the business impact of the problem being experienced?
– Are on-site personnel available to work with Lenovo support technicians?
In some cases, the support agent will need the Machine Type and serial number of a specific hardware
component. That information is typically on a sticker on the component. For assistance in locating the
sticker, see the following Web site:
https://datacentersupport.lenovo.com/find-product-name
Contacting ThinkAgile Advantage Support
To engage ThinkAgile Advantage Support, do the following:
1. Go to the Lenovo Data Center Support page, at the following Web site:
https://datacentersupport.lenovo.com/
2. Enter the rack serial number associated with Machine Type 9565.
The serial number will be authenticated as associated with a ThinkAgile SXM solution.
You will be presented with the available options for engaging ThinkAgile Advantage Support, including the
applicable phone number for your country.
Important:
Be sure to record the case number that you are given. It will be necessary for uploading data and
tracking your case.
Collecting data
This topic describes how to collect ThinkAgile SXM product data that might be needed for troubleshooting or
when working with ThinkAgile Advantage Support.
ThinkAgile SXM serial number
Your ThinkAgile SXM is entitled at the rack level. You can find the serial number associated with Machine
Type 9565 on the rack label.
Collecting service data from Lenovo XClarity Administrator
To collect logs or all service data from Lenovo XClarity Administrator, from the Dashboard, click
Administration
➙
Service and Support
.
• On the
Management Server Files
tab, you can choose to download all service data or logs only.
• On the
Endpoint Diagnostic Files
tab, you can download service data for the server nodes or HLH.
Note:
Lenovo XClarity Administrator does not currently support Cloud Network Operating System, so
management of the TOR and BMC switches is not enabled. This functionality will be added in a future
release.
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