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Appendix A. Getting help and technical assistance

If you need help, service, or technical assistance or just want more information about Lenovo products, you

will find a wide variety of sources available from Lenovo to assist you.

Use this information to obtain additional information about Lenovo and Lenovo products, and determine

what to do if you experience a problem with your Lenovo system or optional device.

Note: This section includes references to IBM web sites and information about obtaining service. IBM is

Lenovo's preferred service provider for the System x, Flex System, and NeXtScale System products.

Before you call

Before you call, make sure that you have taken these steps to try to solve the problem yourself.

If you believe that you require warranty service for your Lenovo product, the service technicians will be able

to assist you more efficiently if you prepare before you call.

• Check all cables to make sure that they are connected.

• Check the power switches to make sure that the system and any optional devices are turned on.

• Check for updated software, firmware, and operating-system device drivers for your Lenovo product. The

Lenovo Warranty terms and conditions state that you, the owner of the Lenovo product, are responsible

for maintaining and updating all software and firmware for the product (unless it is covered by an

additional maintenance contract). Your service technician will request that you upgrade your software and

firmware if the problem has a documented solution within a software upgrade.

• If you have installed new hardware or software in your environment, check

serverproven/

to make sure that the hardware and software is supported by your product.

• Go to

http://datacentersupport.lenovo.com/

• Gather the following information to provide to the service technician. This data will help the service

technician quickly provide a solution to your problem and ensure that you receive the level of service for

which you might have contracted.

– Hardware and Software Maintenance agreement contract numbers, if applicable

– Machine type number (Lenovo 4-digit machine identifier)

– Model number

– Serial number

– Current system UEFI and firmware levels

– Other pertinent information such as error messages and logs

• Go to

https://www.ibm.com/support/servicerequest/Home.action

Submitting an Electronic Service Request will start the process of determining a solution to your problem

by making the pertinent information available to the service technicians. The Lenovo service technicians

can start working on your solution as soon as you have completed and submitted an Electronic Service

Request.

You can solve many problems without outside assistance by following the troubleshooting procedures that

Lenovo provides in the online help or in the Lenovo product documentation. The Lenovo product

documentation also describes the diagnostic tests that you can perform. The documentation for most

systems, operating systems, and programs contains troubleshooting procedures and explanations of error

messages and error codes. If you suspect a software problem, see the documentation for the operating

system or program.

to check for information to help you solve the problem.

to submit an Electronic Service Request.

http://www.lenovo.com/