MTS Series 793 Utility Software - Manual (Page 8)

Before You Contact MTS
MTS can help you more efficiently if you have the following information available when you contact
us for support.
Know your site number and system number
The site number contains your company number and identifies your equipment type (such as
material testing or simulation). The number is typically written on a label on your equipment before
the system leaves MTS. If you do not know your MTS site number, contact your sales engineer.
Example site number: 571167
When you have more than one MTS system, the system job number identifies your system. You
can find your job number in your order paperwork.
Example system number: US1.42460
Know information from prior technical assistance
If you have contacted MTS about this problem before, we can recall your file based on the:
• MTS notification number
• Name of the person who helped you
Identify the problem
Describe the problem and know the answers to the following questions:
• How long and how often has the problem occurred?
• Can you reproduce the problem?
• Were any hardware or software changes made to the system before the problem started?
• What are the equipment model numbers?
• What is the controller model (if applicable)?
• What is the system configuration?
Know relevant computer information
For 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 where the application resides
• Current status of hard-drive fragmentation
• Connection status to a corporate network
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