Fujitsu C2010 Troubleshooting, Fujitsu Service Assistant, Identifying The Problem, P O I N T S

B5FH-5971.book Page 71 Thursday, May 23, 2002 4:13 PM

Troubleshooting

Your Fujitsu LifeBook notebook is sturdy and subject to few problems in the field. However, you may encounter simple setup or operating problems that you can solve on the spot, or problems with peripheral devices, that you can solve by replacing the device. The information in this section helps you isolate and resolve some of these straightforward problems and identify failures that require service.

FUJITSU SERVICE ASSISTANT

The LifeBook notebook includes a sophisticated, full- featured troubleshooting tool that can assist you in solving most problems you might encounter. The Fujitsu Service Assistant is an interactive support tool that provides automated diagnosis and solutions for your hardware and software problems. To use this tool, load the Fujitsu Service Assistant CD that was included with your system’s accessories, and follow the instructions after the Fujitsu Service Assistant CD launches.

New support information for the Fujitsu Service Assis- tant tool may be available after the purchase of your notebook. You should periodically connect to the Internet while using the Fujitsu Service Assistant tool to ensure that you are using the most current version.

IDENTIFYING THE PROBLEM

If you encounter a problem, go through the following procedure before pursuing complex troubleshooting:

1.Turn off your LifeBook notebook.

2.Make sure the AC adapter is plugged into your Life- Book notebook and to an active AC power source.

3.Make sure that any card installed in the PC Card slot is seated properly. You can also remove the card from the slot, thus eliminating it as a possible cause of failure.

4.Make sure that any devices connected to the external connectors are plugged in properly. You can also disconnect such devices, thus eliminating them as possible causes of failure.

5.Turn on your LifeBook notebook. Make sure it has been off at least 10 seconds before you turn it on.

6.Go through the boot sequence.

7.If the problem has not been resolved, refer to the Troubleshooting Table, that follows, for more detailed troubleshooting information.

T r o u b l e s h o o t i n g

P O I N T S

■If you keep notes about what you have tried, your support representative may be able to help you more quickly by giving additional suggestions over the phone.

■Do not return a failed LifeBook notebook to your supplier until you have talked to a support represen- tative.

8.If you have tried the solutions suggested in the Trou- bleshooting Table without success, contact your support representative:

Toll free: 1-800-8Fujitsu (1-800-838-5487)

Fax: 1-901-259-5700

E-mail: 8fujitsu@fujitsupc.com

Web site: http://www.fujitsupc.com.

Before you place the call, you should have the following information ready so that the customer support represen- tative can provide you with the fastest possible solution:

■Product name

■Product configuration number

■Product serial number

■Purchase date

■Conditions under which the problem occurred

■Any error messages that have occurred

■Hardware configuration

■Type of device connected, if any

See the Configuration Label on the bottom of your LifeBook notebook for configuration and serial numbers. (See figure 2-7 on page 12 for location)

SPECIFIC PROBLEMS

Using PC-Doctor

PC-Doctor is a diagnostic program by PC-Doctor.com, Inc., which comes pre-installed on your LifeBook note- book. If you are an experienced computer user you may find it useful, however, it is intended primarily to help your Fujitsu support representative better serve you.

Using the Troubleshooting Table

When you have problems with your LifeBook notebook, try to find the symptoms under the Problem column of the troubleshooting table for the feature giving you diffi- culty. You will find a description of common causes for that symptom under the column Possible Cause and what, if anything, you can do to correct the condition under Possible Solutions. All possible causes or solutions may not apply to your LifeBook notebook.

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