IBM HC10 Service Guide - Page 98

Calling, service

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Calling IBM for service See Appendix A, "Getting help and technical assistance," on page 83 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, model and serial number v Management-module service data information (see the documentation for your BladeCenter unit management module). v Microprocessor and hard disk drive upgrades v Failure symptoms - Does the BMC error log report any errors? If so, what are the errors? - Does the blade workstation fail the diagnostic programs? If so, what are the error codes? - What occurs? When? Where? - Is the failure repeatable? - Has the current workstation 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 workstations. When you compare workstations to each other for diagnostic purposes, consider them identical only if all the following factors are exactly the same in all the blade workstations: 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 82 BladeCenter HC10 Type 7996: Problem Determination and Service Guide

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Calling
IBM
for
service
See
Appendix
A,
“Getting
help
and
technical
assistance,”
on
page
83
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,
model
and
serial
number
v
Management-module
service
data
information
(see
the
documentation
for
your
BladeCenter
unit
management
module).
v
Microprocessor
and
hard
disk
drive
upgrades
v
Failure
symptoms
–
Does
the
BMC
error
log
report
any
errors?
If
so,
what
are
the
errors?
–
Does
the
blade
workstation
fail
the
diagnostic
programs?
If
so,
what
are
the
error
codes?
–
What
occurs?
When?
Where?
–
Is
the
failure
repeatable?
–
Has
the
current
workstation
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
workstations.
When
you
compare
workstations
to
each
other
for
diagnostic
purposes,
consider
them
identical
only
if
all
the
following
factors
are
exactly
the
same
in
all
the
blade
workstations:
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
82
BladeCenter
HC10
Type
7996:
Problem
Determination
and
Service
Guide