Multi-Tech Systems 40-01459-D0-001 - Manual (Page 59)

Help and Service Information 53
Help and Service Information
If you have questions about your new Bus-Tech product, or require technical
assistance, visit the Bus-Tech Web site at
http:\\www.bustech.com . You can also get
help and information through the Bus-Tech’s Technical Support line, Monday
through Friday, 8:30 am – 5:00pm Eastern time. Response time may vary depending
on the number and nature of the calls received.
Step 1: Problem Solving
You may be able to solve the problem yourself. Before calling the Technical
Support, please prepare for the call by following these steps:
1. If you are having installation or configuration problems, refer to the detailed
installation and configuration sections found in this manual and review any
README.TXT files found on the installation disk(s).
2. Visit the Technical Support section of the Bus-Tech Web site specific to the
product you have purchased. Updated installation instructions, hints, and tips,
software, or updated system-specific notes are often published in this section.
3. Visit the applicable Web page for the computer you are installing the product on.
The computer vendor’s web site may also contain useful hints and tips related to
installation of hardware / software.
4. Uninstall, and then reinstall the product. During the uninstall process, be sure to
remove any files that were installed during the previous installation and reboot the
server.
5. Review Chapter 6. Troubleshooting.
Step 2: Preparing for the Call
To assist the technical support representative, have available as much of the following
information as possible:
1. Product Name.
2. Product Release number.
3. Product Serial Number.
4. Computer manufacturer and model.
5. Exact wording of the error message (if any).
6. Description of the problem.
7. Hardware and software configuration information for your system.