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.
Article status
How-To
Check the boxes for which information is requested for the current issue. export the page as a PDF-file by clicking on the three dots on the top right of the page. This document can then be forwarded to the customer
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:
LSIget data capture script
Run the LsiGet script from your OS and send us the logs for analysis. You can find instructions at the following URL or by accessing: LSIget data capture script.pdf
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?
Why does the Central Technical Support team ask for the following information?
- IPMI logs are required for/ when, for example:
- Device does not power up, No video is shown on the Monitor, BIOS issues
- Super Doctor logs and print screens are required for/ when, for example:
- Power Supply failure, Unit overheating. Can be requested to see the general health of the unit
- MegaRaid logs are required for/ when, for example:
- HDD failure, RAID controller failure, Windows cant detect the HDD’s
- Picture with the front panel of the unit is required for/ when, for example:
- This is requested in general to see the status of the unit (LED’s). E.G. Red LED is on next to a faulty HDD, RED LED indicates a power delivery issue,
- Picture from the MegaRaid Storage Manager is required for/ when, for example:
- HDD failure, RAID controller failure, Windows cant detect the HDD’s, RAID volume issues
- LSIget data capture script Manager is required for/ when, for example:
- Same as point 5, but is requested only by Central Technical Support team in certain cases for deep investigations
- Picture of the RAID 1 status is required for/ when, for example:
- Unit can't boot into Windows, one SSD failed, Entire RAID 1 failed
- Pictures with back LEDs from the power supply is required for/ when, for example:
- Power Supply failure, Unit does not power up
