Note
In order to quickly offer a technical solution or to provide a professional advice for the next analysis steps, the technical support specialists need to get some general and basic information. Ticket content should always be in English and provided in a well summarized and structured way in order to be able to provide a quick and appropriate feedback. Not following the guideline will impact the processing time of the ticket.
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General Information
- Contact name (person) delivery
- Contact number (tel.) delivery
- Contact e-mail delivery
- Delivery location company name (co location)
- Street name
- House number
- Zip code
- City
- Country
- Specific directions for delivery (Reception, Warehouse… etc. )
Unit information
- Has the unit been registered using the registration information that was in the unit shipping box?
(if not, please fill in the form, which can be downloaded from here) - Unit information
- Model Name
- Full Model Number
- Serial Number
- Mat/N
- Clear picture of the faulty unit label so that the serial number is visible
Logging Information
- IPMI information/logs: please refer to the following article
- Super Doctor logs and print screens: please refer to the following article
Symptom specific Information
- Detailed problem description
Faulty HDD
- Picture with the front panel of the unit
- E.g.:
- E.g.:
- Picture from the MegaRaid Storage Manager (Dashboard, Physical, Logical)
- E.g.:
- E.g.:
- MegaRaid logs:
Faulty SSD
- Picture of the RAID 1 status
- E.g.: Start the unit and press F7 during the BIOS power-on-self-test and afterwards select Raid 1 setup:
- E.g.: Start the unit and press F7 during the BIOS power-on-self-test and afterwards select Raid 1 setup:
SMC unit not booting
- Video with the front of the unit during the boot sequence, where the beep codes are audible and the LEDs on the front of the unit are visible;
- Video of the screen
- Information on whether the unit worked before or not
SMC unit does not power up
- Pictures with back LEDs from the power supply
- E.g.:
- E.g.:
- Picture with the front panel of the unit
- E.g.:
- E.g.:
- What is the result if checking with another power cord?
