Contacting Technical Support Services

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Do as much as you can to troubleshoot your system, and carefully document your attempts. If you have followed the guidelines discussed in this chapter and the problem persists, contact Product Support Services.

Gather the following information before contacting Product Support Services:

  • The version of operating system that you are running.

  • The service packs and hotfixes that you have applied.

  • The top four lines of any Stop message displayed.

  • The frequency nature and the trap.

  • Information about any third party drivers or services that are installed.

  • A detailed hardware list, including configuration information:

    • Computer make and model

    • Hard disk type and size

    • Disk controllers installed

    • Amount of memory installed

    • Tape drive model

    • CD-ROM drive model

    • Network adapter

    • Serial ports

    • Other adapters