Switch User Manual

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C H 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
contacting Customer
Support
To ensure that your problem gets treated as efficiently as possible.
TFTP a report and parameter block from the switch. If it is not possi-
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
Customer Support
For information about Intel’s automated support service and how to
contact our technical support technicians, see the information on the
page inside the back cover.
500.book Page 115 Thursday, September 2, 1999 1:17 PM