User's Guide

58 Troubleshooting and Diagnostics
Getting Help
Before calling ADIC Technical Assistance Center (ATAC), follow these steps - so that you can take full
advantage of your call:
• Review all documentation carefully.
• Be prepared to explain whether the software or hardware has worked properly at anytime in the
past. Have you changed anything recently?
• Pinpoint the exact location of your problem, if possible. Note the steps that led to the problem. Are
you able to duplicate the same problem or is it a one-time occurrence?
• Note any error messages displayed on your PC screen or file server. Write down the exact error
message.
• If at all possible, call while at your computer, with the autoloader installed and turned on.
• If running on a network, have all relevant information available (for example, type, version #,
network hardware, etc.).
• Be prepared to provide:
• Your name and your company's name
• Model number
• Serial number of the autoloader (obtained from the rear panel of the unit)
• Serial number for the Firmware Revision of Autoloader and Drive, accessed using the
autoloader's Information menu (see Viewing Firmware Levels
)
• Software version numbers
• Device driver information
• Host system application name and version
• Hardware configuration, including firmware versions, date, and number
• Type of PC, DOS version, clock speed, RAM, network type, network version, and any
special boards installed
• A brief description of the problem
• Where you purchased your autoloader
Having this information available when you call for customer assistance enables the ADIC Technical
Assistance Center personnel to resolve your problem in the most efficient manner possible.