• Date the system was put into service
•
Software and firmware versions
• Symptom or observation of the problem, such as:
- When did it first appear?
- Can it be reproduced?
- Are there any other circumstances contributing to the problem (for example, loss of power)?
• Maintenance action preceding the problem, such as:
- Upgrade of software or equipment
- Changes to hardware or software configuration
- Reload of software from a backup disk, CD, or DVD with the version and date
Dispatch Support:
• Site ID
• Description of problem
• Severity of issue
Tech Support:
• Site ID
• Billing information (If not being billed under contract)
• Name or model number of product causing the issue (Helps get you over to proper tech support
group)
Return Authorization:
• Site ID
• Part Number and/or description of part
• How being billed
• Where it is being billed
• Where it is being shipped
8.5.2
Where to Call for Service
After collecting the required information and writing a detailed problem report, contact the Motorola
Solutions Support Center (SSC) to help with the problem.
8.5.2.1
Motorola Solutions Support Center
The Motorola Solutions Support Center (SSC) is the primary Motorola Solutions contact. Call Motorola
Solutions SSC:
• Before any software reload
• To confirm troubleshooting results and analysis before removing and replacing a Field Replaceable
Unit (FRU) or Field Replaceable Equipment (FRE) to repair the system
Motorola Solutions SSC contact information:
• Phone: (800) 221-7144 for domestic calls and (302) 444–9800 for international calls
• Fax: (847) 725-4073
MN003286A01-E
Chapter 8: GTR 8000 Base Radio Troubleshooting
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