IBM 8872 Service Guide - Page 107
Calling, service
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Calling IBM for service See Appendix A, "Getting help and technical assistance," on page 143 for information about calling IBM for service. When you call for service, have as much of the following information available as possible: v Machine type and model v Microprocessor and hard disk drive upgrades v Failure symptoms - Does the server fail the diagnostic programs? If so, what are the error codes? - What occurs? When? Where? - Is the failure repeatable? - Has the current server configuration ever worked? - What changes, if any, were made before it failed? - Is this the original reported failure, or has this failure been reported before? v Diagnostic program type and version level v Hardware configuration (print screen of the system summary) v BIOS code level v Operating-system type and version level You can solve some problems by comparing the configuration and software setups between working and nonworking servers. When you compare servers to each other for diagnostic purposes, consider them identical only if all the following factors are exactly the same in all the servers: v Machine type and model v BIOS level v Adapters and attachments, in the same locations v Address jumpers, terminators, and cabling v Software versions and levels v Diagnostic program type and version level v Configuration option settings v Operating-system control-file setup Chapter 2. Diagnostics 91
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