Installation Guide

Troubleshooting and Diagnostics 29
When You Need Assistance
When Calling ATAC
Technical support is provided free of charge to all ADIC customers’ 24 hours a day. Customers must provide
serial numbers to qualify for this support.
Warranty exchange service is available to all customers who have validated their warranty by returning the
warranty card shipped with their unit, in accordance with the terms of the warranty.
The following steps will help you take full advantage of your call to ADIC:
p Make certain that you have reviewed the documentation to solve any problems. Most questions are
answered in your documentation.
p Identify whether the software or hardware has worked properly at anytime before this call. Have you
changed anything recently?
p Pinpoint the exact location of your problem, if possible. Note the steps you took which led to the
problem. Are you able to duplicate the same problem or is it a one-time occurrence?
p Note any error messages displayed on your PC screen or file server. Write down the exact error
message.
p If at all possible, call while at your computer with your ADIC system installed and turned on.
p If running on a network, have all information available (i.e., type, version #, network hardware, etc.).
p Be prepared to provide the following information:
• Your name
• Company name
• ADIC model number
• Serial number of ADIC unit
• Hardware configuration
• Software configuration
• A brief description of your problem
• Where you purchased your ADIC system
Having this information available when you call for customer support will enable ADIC to resolve your
problem in the most efficient manner possible.
p In the United States and Canada, call ADIC’s Technical Assistance Center at: [phone]
p In Europe, call ADIC’s Technical Assistance Center at: 00.800.9999.3822
Note
ADIC 's telephone support services are not provided as a
substitute for proper review and use of applicable ADIC user
manuals.