Specifications

Troubleshooting Guide B-1
APPENDIX B
GETTING ADDITIONAL HELP
In the event that the cause cannot be found and additional support is needed to troubleshoot the network
system, or if you have any questions, comments or suggestions related to this guide, contact Cabletron Systems
Technical Support.
B.1 Before Calling Technical Support
Before calling technical support, have as much information as possible available in order to save time and to
allow the support representative to provide better service. When calling technical support, be prepared to
provide the following information:
• A detailed description of the failure.
• A description of any action already taken to resolve the problem (swapping the bad unit with a unit known
to work properly, etc.).
• A description of your network (environment, layout, cable type and length, etc.).
• Serial numbers of all affected Cabletron Systems products used in the network.
• Revision level of all affected Cabletron Systems products in the network.
• Revision level of firmware installed on all affected Cabletron Systems products.
• The network load and frame size at the time of the failure, if known.
• Product history (had the product been returned previously, did it have the same problem, etc.).
• The Return Material Authorization (RMA) number generated, if any.
For additional technical support, contact Cabletron Systems Technical Support:
Phone [phone]
Monday – Friday; 8
A.M. – 8 P.M. Eastern Time
CompuServe GO CTRON from any ! prompt
Internet mail [e-mail]
FTP ctron.com (134.141.197.25)
Login anonymous
Password your email address
BBS [phone]
Modem setting 8N1: 8 data bits, 1 stop bit, No parity
For information about Cabletron Systems products, visit the World Wide Web site:
http://www.cabletron.com/