HP LTE 5000 Compaq LTE 5000 Family of Personal Computers Beyond Setup - Page 14

Preparing for a Technical Support Call, Ordering Backup Diskettes

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Preparing for a Technical Support Call If you cannot solve a problem using the troubleshooting tips in Chapter 13 and the online Troubleshooting help, you may need to call technical support. To receive the fastest possible solution when you call, follow the instructions in Chapter 12 to run Compaq Diagnostics and have the following available when you call: s The computer s Serial number, on the back of the computer behind the connector door above the serial connector s Purchase date on invoice s Conditions under which the problem occurred s Error messages that occurred s Hardware configuration s Type of printer connected s Hardware and software you are using s Your Windows 95 product identification number (PIN). To locate the PIN number, click the Start button, point to Settings, click Control Panel, double-click the System icon, then click the General tab. Your PIN number is below your name. s The printed error message log from Computer Checkup (TEST), or a list of the devices and error messages received s Contents of View System Information (INSPECT), as well as the CONFIG.SYS and AUTOEXEC.BAT files Ordering Backup Diskettes It is recommended that you create a backup of the preinstalled software as described in Chapter 1. However, for an additional cost, you can order backup diskettes from Compaq. Before calling to order, be sure to have the computer serial number available. The serial number is on the back of the computer behind the connector door above the serial connector. NOTE: If an order form was included with the computer, complete the form and return it or call one of the numbers listed on the order form. Before You Begin xvii

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Before You Begin
xvii
Preparing for a Technical Support Call
If you cannot solve a problem using the troubleshooting tips in
Chapter 13 and the online Troubleshooting help, you may need to
call technical support. To receive the fastest possible solution when
you call, follow the instructions in Chapter 12 to run Compaq
Diagnostics and have the following available when you call:
■
The computer
■
Serial number, on the back of the computer behind the connector
door above the serial connector
■
Purchase date on invoice
■
Conditions under which the problem occurred
■
Error messages that occurred
■
Hardware configuration
■
Type of printer connected
■
Hardware and software you are using
■
Your Windows 95 product identification number (PIN). To
locate the PIN number, click the Start button, point to Settings,
click Control Panel, double-click the System icon, then click the
General tab. Your PIN number is below your name.
■
The printed error message log from Computer Checkup (TEST),
or a list of the devices and error messages received
■
Contents of View System Information (INSPECT), as well as
the
CONFIG.SYS
and
AUTOEXEC.BAT
files
Ordering Backup Diskettes
It is recommended that you create a backup of the preinstalled
software as described in Chapter 1. However, for an additional cost,
you can order backup diskettes from Compaq. Before calling to
order, be sure to have the computer serial number available. The
serial number is on the back of the computer behind the connector
door above the serial connector.
NOTE:
If an order form was included with the computer, complete
the form and return it or call one of the numbers listed on the order
form.