Intel 550T manual Customer Support, Retrieving Information for Customer

CH A P T E R 7 Console Port Use and Troubleshooting

	Reporting the Problem to Intel
	Customer Support
Introduction	If you are unable to solve the problem and want to report the problem
	to Intel Customer Support, there are certain things that you can do, to
	enable us to begin solving your problem quickly. Intel Device View
	makes the gathering of such information easy, and presents it in an
	easy-to-interpret format.
Things to do prior to	To ensure that your problem gets treated as efficiently as possible.
contacting Customer	TFTP a report and parameter block from the switch. If it is not possi-
Support	ble to TFTP from the switch, try to obtain the product number and the
	software ID and version number, any error messages in the Error and
	System Logs, and a copy of the switch’s configuration.
	Always supply the following information when contacting Customer
	Support for help:
	•	The scope and characteristics of the problem. How severe is the
		problem? Is the switch dead? Are any of the ports malfunction-
		ing? If so, which ports? Is the whole network down?
	•	A quick sketch of your configuration.
	•	Is the problem reproducible? If yes, how?
	•	Is it a new installation, or has it been running for a while?
	•	When was the last time it was working correctly? What has hap-
		pened since then that might have affected the switch?
	The information in this report will help us to find a solution to the
	problem as quickly as possible.
Further information on	For information about Intel’s automated support service and how to
Customer Support	contact our technical support technicians, see the information on the
	page inside the back cover.
	Retrieving Information for Customer
	Support
Two methods available	If Intel Device View is still functioning, this information can be ob-
	tained using the Report Manager. If the Report Manager is not acces-
	sible, use TFTP procedures.

125