Technical Support
Model 493.02 Controller Service
Preface
Preface
15
Example site number: 571167
When you have more than one MTS system, the system number
identifies which system you are calling about. You can find your job
number in the papers sent to you when you ordered your system.
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. 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 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 and serial numbers of the suspect equipment?
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. Examples:
– Windows XP Service Pack 1 (SP1)
– Windows 2000 Service Pack 3 (SP3)
– Windows NT 4.0 Service Pack 7 (SP7)
• Amount of system memory. Example: 640 MB of RAM.
• Amount of free space on the hard drive in which the application
resides. Example: 11.2 GB free space, or 72% free space.
• Current status of hard-drive fragmentation. Example: 3% total
fragmentation.
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