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Step 1: Problem solving
You may be able to solve the problem yourself. Before calling the
HelpCenter, please prepare for the call by following these steps:
1. If you are having installation or configuration problems, refer to
Appendix D, “Problem solving” on page 3-20, and review any
README.TXT files found on the installation diskettes.
2. Visit the Personal Computing Support Web site specific to the
model of option you have purchased. Updated installation
instructions, hints and tips, or updated system-specific notes are
often published in this section. You might find that later device
drivers are available that will improve the performance and
compatibility for your new option.
If you are installing this option in an IBM computer, also visit the
applicable support Web page for that computer model. These
pages might also contain useful hints and tips related to
installation of this option and might refer to BIOS or
device-driver updates required for your computer model. If you
are installing the option in a non-IBM computer, refer to the
manufacturer’s Web site.
3. Uninstall and then reinstall the option. During the uninstallation
process, be sure to remove any files that were installed during the
previous installation. Many IBM options include uninstallation
programs.
4. Check all cabling to be sure that it is correct as shown in this
manual. When you connect a cable to a cable connector, pay
close attention to the colored stripes along the edge of the cable,
and ensure that they are matched with PIN 1 on both the
computer connector and the option connector.
5. If your option contains jumpers or switches, be sure their
positions and orientation match the instructions in this manual.
Step 2: Preparing for the call
To assist the technical support representative, have available as much
of the following information as possible:
1. Option name
2. Option number
3. Proof of purchase
4. Computer manufacturer, model, serial number (if IBM), and
manual
5. Exact wording of the error message (if any)
6. Description of the problem
7. Hardware and software configuration information for your system
If possible, be at your computer. Your technical support representative
might want to walk you through the problem during the call.
Step 3: Placing the call to IBM
If you call 90 days or more after the date of withdrawal or after your
warranty has expired, you might be charged a fee.
For the support telephone number and support hours by country, refer
to the following table or to the enclosed technical support insert. If
the number is not provided, contact your IBM reseller or IBM
marketing representative.
Part 3: Appendixes 3-29