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Hardware Installation Guide for Cisco Media Experience Engine 3000
OL-17000-01
Chapter 5 Troubleshooting the Cisco MXE 3000
Collecting Information for Technical Support
Collecting Information for Technical Support
Because of the variety of hardware and software combinations that can be encountered, use the following
information to assist you in identifying the problems. Have this information available when requesting
technical assistance.
For information about submitting a service request, see the “Obtaining Documentation and Submitting
a Service Request” section on page x.
• Machine type and model
• Microprocessor or hard disk upgrades
• Failure symptom
–
Do diagnostics fail?
–
What, when, where; single or multiple systems?
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Is the failure repeatable?
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Has this configuration ever worked?
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If it has been working, what changes were made before it failed?
–
Is this the original reported failure?
• Diagnostics type and version level
• Hardware configuration
–
Print (print screen) configuration currently in use
–
BIOS level
• Operating system software type and version level
To eliminate confusion, identical systems are considered identical only if they meet all these conditions:
• Are the exact machine type and models
• Have the same BIOS level
• Have the same adapters or attachments in the same locations
• Have the same address jumpers, terminators, and cabling
• Have the same software versions and levels
• Have the same diagnostics code
• Have the same configuration options set in the system
• Have the same setup for the operating system control files
Comparing the configuration and software setup in working and nonworking systems might help to
resolve the problem.