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50 Troubleshooting and Diagnostics
When You Call adicadic Customer Assistance
Before calling adic Customer Assistance, follow these steps – which will help you take full advantage of your
call:
p Review all documentation carefully. (Experience has demonstrated that most questions are answered in your
documentation.)
p Be prepared to explain whether the software or hardware has worked properly at anytime in the past. Have
you changed anything recently?
p Pinpoint the exact location of your problem, if possible. Note the steps that led to the problem. Are you able
to duplicate the same problem or is it a one-time occurrence?
p Note any error messages displayed on your PC screen or file server. Write down the exact error message.
p If at all possible, call while at your computer, with adic's system installed and turned on.
p If running on a network, have all relevant information available (i.e. type, version #, network hardware, etc.).
p Be prepared to provide:
• Your name and your Company’s name
• Model number
• Serial number of unit (located on the rear face by the power switch)
• Software version numbers
– device driver
– archive/restore
• Hardware configuration, including firmware version, date and number
• Type of PC, DOS version, clock speed, RAM, network type, network version, and any special boards installed
• A brief description of the problem
• Where you purchased the adic system
Having this information available when you call for customer assistance will enable adic to resolve your problem
in the most efficient manner possible.
Note
Call adic Customer Assistance at (206) 883-HELP (4357).