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If you contact mts by phone, If you contact mts by phone 6 – MTS Series 658 Environmental Chamber User Manual

Page 6

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Series 658 Environmental Chamber

6

Technical Support

Know information from

prior technical

assistance

If you have contacted MTS about this problem before, we can recall your file.
You will need to tell us the:

MTS notification number

Name of the person who helped you

Identify the problem

Describe the problem you are experiencing and know the answers to the
following questions:

How long and how often has the problem been occurring?

Can you reproduce the problem?

Were any hardware or software changes made to the system before the
problem started?

What are the model numbers of the suspect equipment?

What model controller are you using (if applicable)?

What test configuration are you using?

Know relevant

computer information

If you are experiencing a computer problem, have the following information
available:

Manufacturer’s name and model number

Operating software type and service patch information

Amount of system memory

Amount of free space on the hard drive in which the application resides

Current status of hard-drive fragmentation

Connection status to a corporate network

Know relevant

software information

For software application problems, have the following information available:

The software application’s name, version number, build number, and if
available, software patch number. This information is displayed briefly
when you launch the application, and can typically be found in the “About”
selection in the “Help” menu.

It is also helpful if the names of other non-MTS applications that are
running on your computer, such as anti-virus software, screen savers,
keyboard enhancers, print spoolers, and so forth are known and available.

If You Contact MTS by Phone

Your call will be registered by a Call Center agent if you are calling within the
United States or Canada. Before connecting you with a technical support
specialist, the agent will ask you for your site number, name, company, company
address, and the phone number where you can normally be reached.