Working with service and support
The Lenovo XClarity Administrator web interface provides a set of tools that you can use to define support contacts for each managed device, collect and send service files to Lenovo Support, set up automatic notification to service providers when certain serviceable events occur on specific devices, view service-ticket status, and warranty information. You can contact Lenovo Support to get help and technical assistance when you run into problems.
- Getting bulletins from Lenovo
Lenovo continually updates the Support web site with announcements, including security alerts and impacts to online services. You can enable Lenovo to send these announcements to you as bulletins in the Lenovo XClarity Administrator web interface. - Viewing warranty information
You can determine the warranty status (including extended warranties) of the managed devices. - Setting up automatic problem notification
You can create a service forwarder that automatically send service data to your preferred service provider when a serviceable event occurs on specific managed devices. You can send service data for the device to Lenovo Support (Call Home), to your Lenovo service technician using the Lenovo Upload Facility, or to another service provider using SFTP. - Changing the service-recovery password
If Lenovo XClarity Administrator becomes unresponsive and cannot be recovered, you can use the service-recovery password to collect and download service data and logs for that XClarity Administrator instance. - Inspecting service files
You can set up a service forwarder so that the service files must be inspected and accepted before the files are sent. - Defining the support contacts for specific devices
Specifying support-contact information that is unique for one or more specific devices is valuable in cases where devices are administered by multiple users. - Collecting and downloading service data for a device
When there is an issue on a managed device that requires the assistance of a service provider to resolve, you can use the Lenovo XClarity Administrator web interface to manually collect service data (including service information, inventory, and debug logs) for that device to help identify the cause of the issue. The service data is saved as a service file in tar.gz format. You can download or send the service files to your preferred service provider. - Collecting and downloading Lenovo XClarity Administrator service files
You can manually collect service data for Lenovo XClarity Administrator and specific managed devices, and then save the information as a service file in tar.gz format and the download or send the service files to your preferred service provider to get assist in resolving issues as they arise. - Collecting and downloading service files for an unresponsive Lenovo XClarity Administrator
If Lenovo XClarity Administrator becomes unresponsive and cannot be recovered, you can collect and download service data and logs for that XClarity Administrator instance. Service data and logs are downloaded as a service file in tar.gz format to your local system - Submitting a service request for hardware issues to the Lenovo Support Center
If Call Home is enabled using a service forwarder and a serviceable event occurs on a managed device, Lenovo XClarity Administrator automatically opens a service ticket, collects service files for the managed device, and sends the files to the Lenovo Support Center. You can also manually collect and download service files for a managed device and send the files to the Lenovo Support Center at any time using XClarity Administrator. Opening a service ticket starts the process of determining a resolution to your hardware issues by making the pertinent information available to Lenovo Support quickly and efficiently. Lenovo service technicians can start working on your resolution as soon as you have completed and opened a service ticket. - Reporting XClarity Administrator problems
When you submit a service request to report software (management server) problems, Lenovo XClarity Administrator opens a service ticket, collects service data from the management server, and sends the files to the Lenovo Support Center using Call Home. Opening a service ticket starts the process of determining a resolution to your software problems by making the pertinent information available to Lenovo Support quickly and efficiently. Lenovo service technicians can start working on your resolution as soon as you have completed and opened a service ticket. - Attaching a service file to an open service ticket
You can attach service-data files for a specific device to an open service ticket in the Lenovo Support Center. - Viewing service tickets and status
You can view information about service tickets that were manually and automatically submitted to the Lenovo Support Center using Call Home, including the current status and associated service files that were transferred to the Lenovo Support Center, and service tickets that were generated by support services other than Call Home. - Transferring service files to Lenovo Support
If you are working with Lenovo Support to resolve an issue, you can manually transfer service files directly to your Lenovo Support representative using the Lenovo Upload Facility. - Configuring management-server log settings
The log settings are used by Lenovo Support to adjust logging granularity only when needed. - Re-enabling Call Home on all managed devices
When you enable a Call Home service forwarder in Lenovo XClarity Administrator, Call Home is disabled on each managed device to avoid duplicate problem records from being created. If you intend to discontinue using XClarity Administrator to manage your devices or if you intend to disable Call Home in XClarity Administrator, you can re-enable Call Home on all managed devices from the XClarity Administrator in lieu of re-enabling Call Home for each individual device at a later time. - Sending periodic data to Lenovo
You can optionally allow XClarity Administrator to collect information about how you use the product and changes in your environment and to send that data to Lenovo on periodic basis. Lenovo uses this data to improve your experience with the Lenovo products and with Lenovo support.
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