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DellCert - ProSupport Fast
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DellTM ProSupport Fast‐Track Dispatch Policy and Procedure Training
Contents Introduction .................................................................................................................................................. 3
Directions .................................................................................................................................................. 3
Introduction to Fast‐Track Dispatch ......................................................................................................... 3
Objectives.................................................................................................................................................. 3
Fast‐Track Dispatch Program ........................................................................................................................ 3
Objectives.................................................................................................................................................. 3
Fast Track Dispatch Program .................................................................................................................... 4
The Certification Process .......................................................................................................................... 4
Unique Credentials.................................................................................................................................... 6
How to Use the Fast‐Track Dispatch Request System .............................................................................. 7
Request Warranty Parts ............................................................................................................................ 9
Fast‐Track Dispatch Request with a Dell Support Technician ................................................................. 13
Navigating Dell’s Websites to Locate Answers ....................................................................................... 14
Program and Contact Information .......................................................................................................... 15
Dell System and/or Peripheral Identification ............................................................................................. 15
Objective ................................................................................................................................................. 15
What Is a Service Tag? ............................................................................................................................ 16
Where Is the Service Tag Located? ......................................................................................................... 16
What Is the Service Tag Used For?.......................................................................................................... 16
Updating the Service Tag ........................................................................................................................ 17
Serial Numbers for Other Components .................................................................................................. 17
Online Support and Diagnosis ..................................................................................................................... 19
Objectives................................................................................................................................................ 19
Uses of Online Support Tools .................................................................................................................. 19
Accessing Dell Support Online Resources ............................................................................................... 19
Online System and Peripheral Information ............................................................................................ 21
Dell Solution Network ............................................................................................................................. 21
Online Call Logging Methodology ............................................................................................................... 22
Objective ................................................................................................................................................. 22
Call Logging – the ‘P’, ‘D’ and ‘S’ ............................................................................................................. 22
Step 1: Define the Problem ..................................................................................................................... 22
Step 2a: Description of Problem ............................................................................................................. 23
Step 2b: Description of Corrective Action Taken .................................................................................... 23
Example of Corrective Action Taken ....................................................................................................... 24
Step 3: Solution ....................................................................................................................................... 25
Summary ..................................................................................................................................................... 25
Introduction
Directions
• When you re‐enter the course you will be given the option to either return to the beginning or go back to where you left the course.
• This course should take 1 hour to complete (excluding the assessment).
• For additional technical information you can refer to support.dell.com.
Introduction to Fast‐Track Dispatch
With fast access to service and parts and 24X7 availability, Dell ProSupport Fast‐Track Dispatch program helps to provide technicians with the knowledge, tools and support necessary to efficiently maintain Dell OptiPlexTM desktops, Dell PrecisionTM workstations, Dell LatitudeTM portables, Dell VostroTM desktops and portables, Dell PowerEdgeTM servers, Dell PowerVaultTM storage, and Dell PowerConnectTM systems.
As a key feature of Dell ProSupport, the Fast‐Track Dispatch program enables Dell Fast‐Track certified technicians to self‐troubleshoot and move directly to dispatch parts and labor via the Internet, chat or phone.
Objectives
The objectives covered in this module are as follows:
• Understand the ProSupport Fast‐Track Dispatch Program
• Identify Dell Systems and Peripherals
• Use online support
• Understand the guidelines for logging an online request
Fast‐Track Dispatch Program
Objectives
After completing this topic, you will be able to:
• Describe the features of the ProSupport Fast‐Track Dispatch program
• Use the Fast‐Track Dispatch online request
• Contact Fast‐Track Dispatch technical support
• Use Dell tools to find: a. Answers to technical questions b. Troubleshooting information c. System teardown procedures
Fast Track Dispatch Program
Fast‐Track Dispatch Is Fast‐Track Dispatch Is Not • Fast, online dispatch for next business day
parts (Twenty‐four hour support through the Fast‐Track phone support)
• Technical support provided through dedicated chat and phone support
• Replacement of failed parts under limited warranty
• For technically competent technicians, internal helpdesks or service desks, and third‐party maintainers/Value Added Resellers
• For ProSupport IT and Enterprise customers
• Out‐of‐warranty coverage • For stock piling parts, proactive part
replacement, or system refurbishment • For cosmetic damage, misuse, or defects
that do not affect system functionality • Advance Exchange Service • Labor reimbursement • For ProSupport End‐User customers
NOTE: For a copy of the limited warranty, please write to:
Dell USA L.P. Attn: Warranties One Dell Way Round Rock, TX 78682 For more information, visit http://www.dell.com/us/en/gen/misc/policy_010_policy.htm
The Certification Process
To become certified under the Fast‐Track Dispatch program, follow this two‐step process:
1. Study the learning materials provided on www.learndell.com To use www.learndell.com, you must establish a user account on the server. To establish a user account:
a. Open www.learndell.com in a browser.
b. Click Register to set up an account and access your courses. The Register to Access Your Training page opens.
c. Create your account by providing the following information:
• First name and last name
• E‐mail address
• A password of your choice
NOTE: The LearnDell certification site requires a separate login and password from the Fast‐Track Dispatch site (http://prosupport.dell.com/FastTrack)
2. Pass the annual certification examinations on www.learndell.com When you feel ready, you can take the assessment for any course in which you have enrolled. You must be certified separately on each product line. So, being certified in PowerEdge servers does not
qualify you to request parts and service on OptiPlex desktops. The passing score on each assessment is 85%.
After you pass all requisite exams, you are certified to request parts and service under the ProSupport Fast‐Track Dispatch program
NOTE: It takes up to two business days after you complete/pass the last requisite exam on www.learndell.com for your certification to register on http://prosupport.dell.com/FastTrack. Therefore, please wait two business days after certification is complete before attempting to order parts through Fast‐Track Dispatch online.
If a part is needed before your certification has been completed or updated on http://prosupport.dell.com/FastTrack, please contact the Dell ProSupport phone team at 1‐866‐516‐3115 (for desktops, portables, workstations, and printers) or 1‐800‐945‐3355 (for servers, storage, and PowerConnect). Complete troubleshooting will be required until test certification results are loaded.
Unique Credentials
You will receive unique credentials when you participate in the Fast‐Track Dispatch program. These credentials are:
• Dell Technician Identification Number (Tech ID)
• Personal Identification Number (PIN)
The credentials are e‐mailed in the Welcome Letter.
NOTE: You can call the ProSupport telephone team under these conditions:
• You need parts or service before: a. Completing the certification process b. Your certification is updated on prosupport.dell.com c. You require same‐day support d. You require technical assistance
You can use these telephone numbers:
For Support On: Call
Desktops, portables, workstations, and printers 1‐866‐516‐3115 Servers, storage, and PowerConnectTM switches 1‐800‐945‐3355 Complete troubleshooting will be required until test certification results are loaded onto the Fast‐Track site.
How to Use the Fast‐Track Dispatch Request System
To request parts and service:
• Log in to the Fast‐Track Dispatch site at http://prosupport.dell.com/FastTrack using your Tech ID and PIN.
• Click Warranty Parts.
• Click Parts Request.
• Complete the dispatch request form.
To access the Parts Request page:
1. Log on to the Fast‐Track Dispatch website. a. Access prosupport.dell.com/FastTrack in a browser. b. Provide your Tech ID and PIN. c. Click Login.
The ProSupport: Fast Track Dispatch page opens.
2. Click Warranty Parts. a. The Warranty Parts link is in the What would you like to do? section of the page.
When you click the Warranty Parts link, the Warranty Parts page opens.
3. Click Parts Request.
• The Parts Request link is the first option. When you click the Parts Request link, the Warranty Parts Request page opens.
Request Warranty Parts
To request warranty parts or service:
1. Provide the Service Tag of the system for which you are requesting parts or service. a. Type the Service Tag in the Service Tag text box. b. Click Submit.
The System Verification screen displays.
2. Verify that you have the correct system.
a. Verify the system type and warranty status with the information the website displays.
b. Read the Fast‐Track Dispatch Policy.
c. Select the checkbox to indicate that you have read, understood, and agreed to abide by the policy.
d. If all of the information is correct, click Continue with the Request. The website asks you for specifics of the dispatch.
3. Provide information about the dispatch request.
a. If you have an internal tracking number for this request, type is in the Reference/Purchase Order Number field. Otherwise, type N/A or None in the field. Although the Reference/Purchase Order Number field is a required field, it is for your internal company tracking numbers. Many companies use a work order number or Service Tag.
b. If you are not the technician who diagnosed the issue, select the technician who did from the Diagnosing Tech Information drop‐down menu.
c. Type the name of the company to which the system is registered in the End User/Customer Information field.
d. If the system location differs from what is shown in the System Location/Ship To Address field, type the correct information in the appropriate fields.
e. If an onsite service technician is required for this dispatch, select the Dell On‐Site Service Technician required checkbox. You may occasionally want an on‐site technician to replace the part rather than have the part sent directly to you.
4. Choose the part to replace. a. Place a check in the checkbox beside the part you need to replace. You can leave the part
number blank. NOTE: If you select Display, Monitor, Battery, and certain other peripheral devices, a new
field appears. Type the 20‐character serial number of the peripheral in the new field.
b. Click Next.
The Request Verification screen opens.
5. Verify the dispatch information and submit the request.
a. Review the dispatch information.
b. If anything needs to be changed, click the Edit button in the area that holds incorrect
information and make the necessary changes. c. When all of the information is correct, click Submit to Dell. The dispatch request is
submitted to Dell for approval.
Fast‐Track Dispatch Request with a Dell Support Technician
You can reach a ProSupport technician with the help of:
• Phone Support If you have your Tech ID and PIN and have been LearnDell certified for more than two business days, you can call 1‐866‐624‐8067 to reach FastTrack Dispatch telephone support. When asked, provide the telephone support technician with the following information:
a. Your Tech ID b. Your PIN c. A brief description of troubleshooting performed
The Dell Support Technician evaluates the request and initiates approved part or service dispatch(es).
• Chat Support a. Log in to prosupport.dell.com/FastTrack with your Tech ID and PIN.
The Members Site page opens.
b. Click Fast Track Chat. The Chat page opens. c. Complete the requested information. The Type your question here text box has a 128‐
character limit. d. Click Submit. The next available technician responds to your chat request. e. When asked, provide the chat support technician with the following information:
Your Tech ID Your PIN A brief description of troubleshooting performed
The Dell Support Technician evaluates the request and initiates approved part or service dispatch(es).
• E‐mail Support a. Send an e‐mail to [email protected] b. Provide the following information:
Your Tech ID Your PIN A brief description of troubleshooting performed
c. The Dell Support Technician: Evaluates the request and initiates approved part or service dispatch(es) Responds to your e‐mail with the dispatch information.
NOTE:
• No matter how you contact ProSupport, you need your Tech ID and PIN.
• Please wait at least two business days after passing your certification exam before requesting a Fast‐Track dispatch. Use these telephone numbers if you need parts or service before:
a. Completing the certification process b. Your certification is updated on prosupport.dell.com
For Support On: Call
Desktops, portables, workstations, and printers 1‐866‐516‐3115 Servers, storage, and PowerConnectTM switches 1‐800‐945‐3355
Navigating Dell’s Web sites to Locate Answers
The three Dell web sites that provide different resources are:
• http://prosupport.dell.com/FastTrack
Description of the Web site Resourced Provided on the Web site ProSupport Fast‐Track Dispatch homepage • Dispatch parts online
• Dispatch parts/get technical assistance through chat
• View program requirements • Access link to specific system tear‐down
troubleshooting information
• www.learndell.com/prosupport
Description of the Web site Resourced Provided on the Web site
• http://support.dell.com
Description of the Web site Resourced Provided on the Web site Dell Support homepage • Technical Support
a. Drivers and downloads b. Manuals c. Troubleshooting and FAQs d. Parts and upgrades e. Sales support f. Financing support g. Customer service h. Traveling internationally
Program and Contact Information
The Fast‐Track Dispatch program and contact information is available at prosupport.dell.com/FastTrack. For additional information, contact [email protected].
Dell System and/or Peripheral Identification
Objective
After completing this topic you will be able to identify Dell systems and/or peripherals by using the seven‐digit Service Tag or serial number.
Dell training services; lLearning content and assessments
• Create a new LearnDell account • View ProSupport courses • View ProSupport requirements • View courseware required to submit Fast‐
Track requests • Register for ProSupport learning • Look up training transcript • Change language settings • Browse ProSupport courses and knowledge
checks
What Is a Service Tag?
A Service Tag:
• Is a unique sequence of seven alphanumeric characters (both numbers and letters)
• Is used by Dell to identify each individual system to facilitate troubleshooting or when making warranty claims
• Is displayed on a label on every Dell system and on some peripherals
• Acts like a serial number for the parts it is attached to
NOTE: Whenever a system board is replaced, you will need to reconfigure the tag identified in the BIOS (which also would have changed), to match that of the original tag number located on the chassis sticker.
When a system board is replaced, it is also good practice to ensure that the BIOS is re‐flashed to the latest version.
The Express Service Code is a mathematical version of the service tag and is only located on the chassis sticker. It can be used to identify the system if the tag is no longer visible in the BIOS or chassis sticker.
Where Is the Service Tag Located?
A service tag can be physically located:
• On the top of the chassis towards the front
• On the bottom of the chassis towards the back
• Under the front panel of older chassis
The service tags in notebooks are always located on the underside of the system chassis.
What Is the Service Tag Used For?
A service tag is a unique system identifier that must be provided to Dell when requesting a warranty part or service through the Dell Fast‐Track program. It can also be used:
• For speedy system identification when browsing the support site (support.dell.com)
• To retrieve power‐on passwords in the event that the user forgets it (Dell can provide a master key, which is based on the service tag, to override the original password)
NOTE: The failure to maintain a consistent service tag both in the BIOS and on the chassis sticker could potentially cause confusion when placing warranty calls, overwriting master passwords, or controlling your install base. It is, therefore, recommended that you ensure the original tag number is maintained throughout the life of the system. Always remember to update the service tag in the BIOS to that of the original when the system board is replaced.
Updating the Service Tag
The original password cannot be overridden if the service tag reported to Dell does not match that present in the BIOS. You need to update the service tag in the BIOS to the original number to resolve the issue of retrieving the original password. If you need to update the Service Tag, please contact your local Dell Technical Support Team.
Serial Numbers for Other Components
Serial numbers are required to advance a service request or while replacing the following components:
• CRT monitors
• Flat Panels
• Client Systems Batteries
• AC adapters
• Speakers
• Docking Stations
NOTE: When raising a call for a display (CRT or Flat Panel), it is a prerequisite that the PPID number is accurately recorded in the call logging tool, without which you will not be able to complete the service request.
Online Support and Diagnosis
Objectives
On completing this topic, you will be able to:
• Identify how to access the Dell online resources
• Identify the key features of the Dell online resources
Uses of Online Support Tools
Online resources, such as the Product Support portal and the Dell Solution Network (DSN), provide tools that can be used to:
• Enhance knowledge.
• Provide guidance when needed on a particular topic.
• Provide solutions for troubleshooting a particular problem.
• Provide drivers and patches to keep systems updated.
• Reinstall guides, should they be required.
Accessing Dell Support Online Resources
Access Dell support online resources at support.dell.com to locate information on:
• Drivers and downloads
• Troubleshooting and FAQs
• Product manuals
• Order status
• Support by product
• Technical assistance
• Customer service
• Warranty information
• News
• Dell forums
Online System and Peripheral Information
The support.dell.com web site provides system and peripheral documentation in the form of:
• User guides
• Service manuals
The documentation contains the following:
• Illustrations
• Specifications
• Essential troubleshooting tips and information
• Detailed instructions about how to open up the chassis and remove parts
Dell Solution Network
The Dell Solution Network (DSN) is a tool that you can use to help solve technical issues. DSN includes Dell‐specific instructional guidance and advice about software and hardware troubleshooting. DSN has detailed Decision Trees (DTs) that help resolve any issue quickly and efficiently. For example, you can use the operating system DTs to solve operating system issues and prevent unnecessary reinstallation.
To access DSN through support.Dell.com:
• Click on Troubleshooting.
• Choose a model, service tag or from a list to access information relevant to your system.
• Use the Search function under DSN to find the information you need.
Online Call Logging Methodology
Objective
Upon completion of this topic, you will be able to identify the guidelines for logging an online request.
Call Logging – the ‘P’, ‘D’ and ‘S’
To resolve a problem with your Dell system, you need to ensure that:
• Your warranty request is submitted in full.
• The free text section is submitted in the format specified by Dell.
NOTE: When submitting a Fast‐Track Dispatch Request, technicians must provide system failure information and troubleshooting performed before parts or service can be dispatched. Please use the Problem, Description, and Solution format (P, D, S). Compliance streamlines your interaction with Dell, and ensures efficient service, whereas non‐compliance can result in complications that potentially prevent timely service. The responsibility lies with you, the part requestor, to ensure that submissions are correct.
Step 1: Define the Problem
Define the problem by providing the following information:
• Problem definition, represented by the letter “P”
• System model
• Chassis Type
• Frequency of fault, if applicable: Intermittent, Always, At certain periods
• Category failure: No Power, No POST, No Boot, No Video, system errors, or even noise
Example:
• P: GX270 (SMT) No POST
• P: GX280 (USFF) Intermittent No Boot
Step 2a: Description of Problem
Describe the symptoms:
• Description of the problem, represented by the letter “D”
• Power LED status
• Diagnostic lights
• Error messages
• Beep codes
• Brief description of any applicable noises
Example:
P: No POST. D: Power LED flashes on, then off after 30 seconds. P: Intermittent no boot. D: System will boot about every 5 tries. Problem started to occur after installing new USB printer.
NOTE: Components other than those listed in the Possible Cause column in the user guides could also cause the symptoms shown. In all cases, you need to troubleshoot the scenario as thoroughly as possible to test and verify any hardware failure through either component substitution and/or elimination. The replacement procedures can be found in the relevant system manuals.
Step 2b: Description of Corrective Action Taken
Provide corrective action and troubleshooting steps performed.
• Following the symptom data a. Explicitly b. In a point‐by‐point manner
Example:
P: No POST D: Power LED flashes on, then off after 30 seconds. D‐ corrective action: Checked power connection and reset controller card. Swapped power supply with known good.
P: Intermittent no boot. D: System will boot about every 5 tries. Problem started to occur after installing new USB device. D‐corrective action: Went into BIOS and turned off USB.
NOTE: Modifications, additions and upgrades that are made to systems can also affect the current state of the system. Without information on these changes, you risk wasting time or ordering unnecessary parts. The only way to find out what modifications have been made to a system is to ask the user.
Example of Corrective Action Taken
If the beginning part of the description of system and symptom data is D: Power LED solid green, LED Quad‐Pack: y‐y‐g‐g, your corrective actions may include:
• Remove the memory and check for the memory missing beep code
• Substitute known good memory modules one by one and check if your system is booting
• Use the DSN journal no: xxxxxxxx
It is not sufficient to include descriptions of the following types:
• D: Power LED not working. System board is faulty.
• D: System playing up.
Step 3: Solution
You need to convey the following solution information:
• Solution, represented by the letter “S”
• Identify the part that requires replacement
Example:
S: Replace System Board
Summary
• The Fast‐Track Dispatch system: a. Is available for all Dell product lines. b. Provides online dispatch for next business day parts and service. c. Replaces failed parts under limited warranty.
• To become certified for the Fast‐Track Dispatch program you must pass the requisite examinations for your product lines.
• To request warranty parts or service: a. Provide the service tag of the system that requires warranty repair. b. Describe your complete troubleshooting effort. c. Identify the faulty part. d. Submit the request to Dell.
• ProSupport technicians are available via telephone, chat, and e‐mail.
• The Fast‐Track Dispatch program relies on three websites. a. Prosupport.dell.com/FastTrack b. Support.dell.com: provides technical information about Dell products c. www.learndell.com: provides courseware and certification examinations
• The Dell Solution Network, available through support.dell.com, provides specific troubleshooting guidance.
• Fast‐Track Dispatch requires a specific logging format: a. P: Problem b. D: Description of the problem, including all troubleshooting steps taken c. S: Solution