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Contents
Introduction..................................................................................................................................................3
Directions..................................................................................................................................................3
IntroductiontoFastTrackDispatch.........................................................................................................3
Objectives..................................................................................................................................................3
FastTrackDispatchProgram........................................................................................................................3
Objectives..................................................................................................................................................3
FastTrackDispatchProgram....................................................................................................................4
TheCertificationProcess..........................................................................................................................4
UniqueCredentials....................................................................................................................................6
HowtoUsetheFastTrackDispatchRequestSystem..............................................................................7
RequestWarrantyParts............................................................................................................................9
FastTrackDispatchRequestwithaDellSupportTechnician.................................................................13
NavigatingDellsWebsitestoLocateAnswers.......................................................................................14
ProgramandContactInformation..........................................................................................................15
DellSystemand/orPeripheralIdentification.............................................................................................15
Objective.................................................................................................................................................15
WhatIsaServiceTag?............................................................................................................................16
WhereIstheServiceTagLocated?.........................................................................................................16
WhatIstheServiceTagUsedFor?..........................................................................................................16
UpdatingtheServiceTag........................................................................................................................17
SerialNumbersforOtherComponents..................................................................................................17
OnlineSupportandDiagnosis.....................................................................................................................19
Objectives................................................................................................................................................19
UsesofOnlineSupportTools..................................................................................................................19
AccessingDellSupportOnlineResources...............................................................................................19
OnlineSystemandPeripheralInformation............................................................................................21
DellSolutionNetwork.............................................................................................................................21
OnlineCallLoggingMethodology...............................................................................................................22
Objective.................................................................................................................................................22
CallLoggingtheP,DandS.............................................................................................................22
Step1:DefinetheProblem.....................................................................................................................22
Step2a:DescriptionofProblem.............................................................................................................23
Step2b:DescriptionofCorrectiveActionTaken....................................................................................23
ExampleofCorrectiveActionTaken.......................................................................................................24
Step3:Solution.......................................................................................................................................25
Summary.....................................................................................................................................................25
Introduction
Directions
Whenyoureenterthecourseyouwillbegiventheoptiontoeitherreturntothebeginningorgo
backtowhereyouleftthecourse.
Thiscourseshouldtake1hourtocomplete(excludingtheassessment).
Foradditionaltechnicalinformationyoucanrefertosupport.dell.com.
IntroductiontoFastTrackDispatch
Withfastaccesstoserviceandpartsand24X7availability,DellProSupportFastTrackDispatchprogram
helpstoprovidetechnicianswiththeknowledge,toolsandsupportnecessarytoefficientlymaintainDell
OptiPlexTMdesktops,DellPrecisionTMworkstations,DellLatitudeTMportables,DellVostroTMdesktopsand
portables,DellPowerEdgeTMservers,DellPowerVaultTMstorage,andDellPowerConnectTMsystems.
AsakeyfeatureofDellProSupport,theFastTrackDispatchprogramenablesDellFastTrackcertified
technicianstoselftroubleshootandmovedirectlytodispatchpartsandlaborviatheInternet,chator
phone.
Objectives
Theobjectivescoveredinthismoduleareasfollows:
UnderstandtheProSupportFastTrackDispatchProgram
IdentifyDellSystemsandPeripherals
Useonlinesupport
Understandtheguidelinesforlogginganonlinerequest
FastTrackDispatchProgram
Objectives
Aftercompletingthistopic,youwillbeableto:
DescribethefeaturesoftheProSupportFastTrackDispatchprogram
UsetheFastTrackDispatchonlinerequest
ContactFastTrackDispatchtechnicalsupport
UseDelltoolstofind:
a. Answerstotechnicalquestions
b. Troubleshootinginformation
c. Systemteardownprocedures
FastTrackDispatchProgram
FastTrackDispatchIs
Fast,onlinedispatchfornextbusinessday
parts(Twentyfourhoursupportthroughthe
FastTrackphonesupport)
Technicalsupportprovidedthrough
dedicatedchatandphonesupport
Replacementoffailedpartsunderlimited
warranty
Fortechnicallycompetenttechnicians,
internalhelpdesksorservicedesks,and
thirdpartymaintainers/ValueAdded
Resellers
ForProSupportITandEnterprisecustomers
FastTrackDispatchIsNot
Outofwarrantycoverage
Forstockpilingparts,proactivepart
replacement,orsystemrefurbishment
Forcosmeticdamage,misuse,ordefects
thatdonotaffectsystemfunctionality
AdvanceExchangeService
Laborreimbursement
ForProSupportEndUsercustomers
NOTE:Foracopyofthelimitedwarranty,pleasewriteto:
DellUSAL.P.
Attn:Warranties
OneDellWay
RoundRock,TX78682
Formoreinformation,visit
http://www.dell.com/us/en/gen/misc/policy_010_policy.htm
TheCertificationProcess
TobecomecertifiedundertheFastTrackDispatchprogram,followthistwostepprocess:
1. Studythelearningmaterialsprovidedonwww.learndell.com
Tousewww.learndell.com,youmustestablishauseraccountontheserver.Toestablishauser
account:
a. Openwww.learndell.cominabrowser.
b. ClickRegistertosetupanaccountandaccessyourcourses.TheRegistertoAccessYour
Trainingpageopens.
c. Createyouraccountbyprovidingthefollowinginformation:
Firstnameandlastname
Emailaddress
Apasswordofyourchoice
NOTE:TheLearnDellcertificationsiterequiresaseparateloginandpasswordfromtheFastTrack
Dispatchsite(http://prosupport.dell.com/FastTrack)
2. Passtheannualcertificationexaminationsonwww.learndell.com
Whenyoufeelready,youcantaketheassessmentforanycourseinwhichyouhaveenrolled.You
mustbecertifiedseparatelyoneachproductline.So,beingcertifiedinPowerEdgeserversdoesnot
qualifyyoutorequestpartsandserviceonOptiPlexdesktops.
Thepassingscoreoneachassessmentis85%.
Afteryoupassallrequisiteexams,youarecertifiedtorequestpartsandserviceundertheProSupport
FastTrackDispatchprogram
NOTE:Ittakesuptotwobusinessdaysafteryoucomplete/passthelastrequisiteexamon
www.learndell.comforyourcertificationtoregisteronhttp://prosupport.dell.com/FastTrack.
Therefore,pleasewaittwobusinessdaysaftercertificationiscompletebeforeattemptingtoorderparts
throughFastTrackDispatchonline.
Ifapartisneededbeforeyourcertificationhasbeencompletedorupdatedon
http://prosupport.dell.com/FastTrack,pleasecontacttheDellProSupportphoneteamat1866516
3115(fordesktops,portables,workstations,andprinters)or18009453355(forservers,storage,and
PowerConnect).Completetroubleshootingwillberequireduntiltestcertificationresultsareloaded.
UniqueCredentials
YouwillreceiveuniquecredentialswhenyouparticipateintheFastTrackDispatchprogram.These
credentialsare:
DellTechnicianIdentificationNumber(TechID)
PersonalIdentificationNumber(PIN)
ThecredentialsareemailedintheWelcomeLetter.
NOTE:YoucancalltheProSupporttelephoneteamundertheseconditions:
Youneedpartsorservicebefore:
a. Completingthecertificationprocess
b. Yourcertificationisupdatedonprosupport.dell.com
c. Yourequiresamedaysupport
d. Yourequiretechnicalassistance
Youcanusethesetelephonenumbers:
ForSupportOn:
Call
Desktops,portables,workstations,andprinters
18665163115
Servers,storage,andPowerConnectTMswitches
18009453355
CompletetroubleshootingwillberequireduntiltestcertificationresultsareloadedontotheFastTrack
site.
HowtoUsetheFastTrackDispatchRequestSystem
Torequestpartsandservice:
LogintotheFastTrackDispatchsiteathttp://prosupport.dell.com/FastTrackusingyourTechID
andPIN.
ClickWarrantyParts.
ClickPartsRequest.
Completethedispatchrequestform.
ToaccessthePartsRequestpage:
1. LogontotheFastTrackDispatchwebsite.
a. Accessprosupport.dell.com/FastTrackinabrowser.
b. ProvideyourTechIDandPIN.
c. ClickLogin.
TheProSupport:FastTrackDispatchpageopens.
2. ClickWarrantyParts.
a. TheWarrantyPartslinkisintheWhatwouldyouliketodo?sectionofthepage.
WhenyouclicktheWarrantyPartslink,theWarrantyPartspageopens.
3. ClickPartsRequest.
ThePartsRequestlinkisthefirstoption.
WhenyouclickthePartsRequestlink,theWarrantyPartsRequestpageopens.
RequestWarrantyParts
Torequestwarrantypartsorservice:
1. ProvidetheServiceTagofthesystemforwhichyouarerequestingpartsorservice.
a. TypetheServiceTagintheServiceTagtextbox.
b. ClickSubmit.
TheSystemVerificationscreendisplays.
2. Verifythatyouhavethecorrectsystem.
a. Verifythesystemtypeandwarrantystatuswiththeinformationthewebsitedisplays.
b. ReadtheFastTrackDispatchPolicy.
c. Selectthecheckboxtoindicatethatyouhaveread,understood,andagreedtoabidebythe
policy.
d. Ifalloftheinformationiscorrect,clickContinuewiththeRequest.
Thewebsiteasksyouforspecificsofthedispatch.
3. Provideinformationaboutthedispatchrequest.
a. Ifyouhaveaninternaltrackingnumberforthisrequest,typeisintheReference/Purchase
OrderNumberfield.Otherwise,typeN/AorNoneinthefield.
AlthoughtheReference/PurchaseOrderNumberfieldisarequiredfield,itisforyour
internalcompanytrackingnumbers.ManycompaniesuseaworkordernumberorService
Tag.
b. Ifyouarenotthetechnicianwhodiagnosedtheissue,selectthetechnicianwhodidfrom
theDiagnosingTechInformationdropdownmenu.
c. TypethenameofthecompanytowhichthesystemisregisteredintheEndUser/Customer
Informationfield.
d. IfthesystemlocationdiffersfromwhatisshownintheSystemLocation/ShipToAddress
field,typethecorrectinformationintheappropriatefields.
e. Ifanonsiteservicetechnicianisrequiredforthisdispatch,selecttheDellOnSiteService
Technicianrequiredcheckbox.
Youmayoccasionallywantanonsitetechniciantoreplacethepartratherthanhavethe
partsentdirectlytoyou.
4. Choosetheparttoreplace.
a. Placeacheckinthecheckboxbesidethepartyouneedtoreplace.Youcanleavethepart
numberblank.
NOTE:IfyouselectDisplay,Monitor,Battery,andcertainotherperipheraldevices,anew
fieldappears.Typethe20characterserialnumberoftheperipheralinthenewfield.
b. ClickNext.
TheRequestVerificationscreenopens.
5. Verifythedispatchinformationandsubmittherequest.
a. Reviewthedispatchinformation.
b. Ifanythingneedstobechanged,clicktheEditbuttonintheareathatholdsincorrect
informationandmakethenecessarychanges.
c. Whenalloftheinformationiscorrect,clickSubmittoDell.Thedispatchrequestis
submittedtoDellforapproval.
FastTrackDispatchRequestwithaDellSupportTechnician
YoucanreachaProSupporttechnicianwiththehelpof:
PhoneSupport
IfyouhaveyourTechIDandPINandhavebeenLearnDellcertifiedformorethantwobusinessdays,
youcancall18666248067toreachFastTrackDispatchtelephonesupport.
Whenasked,providethetelephonesupporttechnicianwiththefollowinginformation:
a. YourTechID
b. YourPIN
c. Abriefdescriptionoftroubleshootingperformed
TheDellSupportTechnicianevaluatestherequestandinitiatesapprovedpartorservice
dispatch(es).
ChatSupport
a. Logintoprosupport.dell.com/FastTrackwithyourTechIDandPIN.
TheMembersSitepageopens.
b. ClickFastTrackChat.TheChatpageopens.
c. Completetherequestedinformation.TheTypeyourquestionheretextboxhasa128
characterlimit.
d. ClickSubmit.Thenextavailabletechnicianrespondstoyourchatrequest.
e. Whenasked,providethechatsupporttechnicianwiththefollowinginformation:
YourTechID
YourPIN
Abriefdescriptionoftroubleshootingperformed
TheDellSupportTechnicianevaluatestherequestandinitiatesapprovedpartor
servicedispatch(es).
EmailSupport
a. SendanemailtoFastTrackSupport@dell.com
b. Providethefollowinginformation:
YourTechID
YourPIN
Abriefdescriptionoftroubleshootingperformed
c. TheDellSupportTechnician:
Evaluatestherequestandinitiatesapprovedpartorservicedispatch(es)
Respondstoyouremailwiththedispatchinformation.
NOTE:
NomatterhowyoucontactProSupport,youneedyourTechIDandPIN.
PleasewaitatleasttwobusinessdaysafterpassingyourcertificationexambeforerequestingaFast
Trackdispatch.Usethesetelephonenumbersifyouneedpartsorservicebefore:
a. Completingthecertificationprocess
b. Yourcertificationisupdatedonprosupport.dell.com
ForSupportOn:
Call
Desktops,portables,workstations,andprinters
Servers,storage,andPowerConnectTMswitches
18665163115
18009453355
NavigatingDellsWebsitestoLocateAnswers
ThethreeDellwebsitesthatprovidedifferentresourcesare:
http://prosupport.dell.com/FastTrack
DescriptionoftheWebsite
ProSupportFastTrackDispatchhomepage
ResourcedProvidedontheWebsite
Dispatchpartsonline
Dispatchparts/gettechnicalassistance
throughchat
Viewprogramrequirements
Accesslinktospecificsystemteardown
troubleshootinginformation
www.learndell.com/prosupport
DescriptionoftheWebsite
ResourcedProvidedontheWebsite
Delltrainingservices;lLearningcontentand
assessments
CreateanewLearnDellaccount
ViewProSupportcourses
ViewProSupportrequirements
ViewcoursewarerequiredtosubmitFast
Trackrequests
RegisterforProSupportlearning
Lookuptrainingtranscript
Changelanguagesettings
BrowseProSupportcoursesandknowledge
checks
http://support.dell.com
DescriptionoftheWebsite
DellSupporthomepage
ResourcedProvidedontheWebsite
TechnicalSupport
a. Driversanddownloads
b. Manuals
c. TroubleshootingandFAQs
d. Partsandupgrades
e. Salessupport
f. Financingsupport
g. Customerservice
h. Travelinginternationally
ProgramandContactInformation
TheFastTrackDispatchprogramandcontactinformationisavailableatprosupport.dell.com/FastTrack.
Foradditionalinformation,contactFastTrackAdmin@dell.com.
DellSystemand/orPeripheralIdentification
Objective
AftercompletingthistopicyouwillbeabletoidentifyDellsystemsand/orperipheralsbyusingthe
sevendigitServiceTagorserialnumber.
WhatIsaServiceTag?
AServiceTag:
Isauniquesequenceofsevenalphanumeric
characters(bothnumbersandletters)
IsusedbyDelltoidentifyeachindividualsystemto
facilitatetroubleshootingorwhenmakingwarranty
claims
IsdisplayedonalabeloneveryDellsystemandon
someperipherals
Actslikeaserialnumberforthepartsitisattachedto
NOTE:Wheneverasystemboardisreplaced,youwillneedtoreconfigurethetagidentifiedintheBIOS
(whichalsowouldhavechanged),tomatchthatoftheoriginaltagnumberlocatedonthechassis
sticker.
Whenasystemboardisreplaced,itisalsogoodpracticetoensurethattheBIOSisreflashedtothe
latestversion.
TheExpressServiceCodeisamathematicalversionoftheservicetagandisonlylocatedonthechassis
sticker.ItcanbeusedtoidentifythesystemifthetagisnolongervisibleintheBIOSorchassissticker.
WhereIstheServiceTagLocated?
Aservicetagcanbephysicallylocated:
Onthetopofthechassistowardsthefront
Onthebottomofthechassistowardstheback
Underthefrontpanelofolderchassis
Theservicetagsinnotebooksarealwayslocatedonthe
undersideofthesystemchassis.
WhatIstheServiceTagUsedFor?
AservicetagisauniquesystemidentifierthatmustbeprovidedtoDellwhen
requestingawarrantypartorservicethroughtheDellFastTrackprogram.It
canalsobeused:
Forspeedysystemidentificationwhenbrowsingthesupportsite
(support.dell.com)
Toretrievepoweronpasswordsintheeventthattheuserforgetsit(Dellcanprovideamasterkey,
whichisbasedontheservicetag,tooverridetheoriginalpassword)
NOTE:ThefailuretomaintainaconsistentservicetagbothintheBIOSandonthechassisstickercould
potentiallycauseconfusionwhenplacingwarrantycalls,overwritingmasterpasswords,orcontrolling
yourinstallbase.Itis,therefore,recommendedthatyouensuretheoriginaltagnumberismaintained
throughoutthelifeofthesystem.AlwaysremembertoupdatetheservicetagintheBIOStothatofthe
originalwhenthesystemboardisreplaced.
UpdatingtheServiceTag
TheoriginalpasswordcannotbeoverriddeniftheservicetagreportedtoDelldoesnotmatchthat
presentintheBIOS.YouneedtoupdatetheservicetagintheBIOStotheoriginalnumbertoresolvethe
issueofretrievingtheoriginalpassword.IfyouneedtoupdatetheServiceTag,pleasecontactyour
localDellTechnicalSupportTeam.
SerialNumbersforOtherComponents
Serialnumbersarerequiredtoadvanceaservicerequestorwhilereplacingthefollowingcomponents:
CRTmonitors
FlatPanels
ClientSystemsBatteries
ACadapters
Speakers
DockingStations
NOTE:Whenraisingacallforadisplay(CRTorFlatPanel),itisaprerequisitethatthePPIDnumberis
accuratelyrecordedinthecallloggingtool,withoutwhichyouwillnotbeabletocompletetheservice
request.
OnlineSupportandDiagnosis
Objectives
Oncompletingthistopic,youwillbeableto:
IdentifyhowtoaccesstheDellonlineresources
IdentifythekeyfeaturesoftheDellonlineresources
UsesofOnlineSupportTools
Onlineresources,suchastheProductSupportportalandtheDellSolutionNetwork(DSN),providetools
thatcanbeusedto:
Enhanceknowledge.
Provideguidancewhenneededonaparticulartopic.
Providesolutionsfortroubleshootingaparticularproblem.
Providedriversandpatchestokeepsystemsupdated.
Reinstallguides,shouldtheyberequired.
AccessingDellSupportOnlineResources
AccessDellsupportonlineresourcesatsupport.dell.comtolocateinformationon:
Driversanddownloads
TroubleshootingandFAQs
Productmanuals
Orderstatus
Supportbyproduct
Technicalassistance
Customerservice
Warrantyinformation
News
Dellforums
OnlineSystemandPeripheralInformation
Thesupport.dell.comwebsiteprovidessystemandperipheraldocumentationintheformof:
Userguides
Servicemanuals
Thedocumentationcontainsthefollowing:
Illustrations
Specifications
Essentialtroubleshootingtipsandinformation
Detailedinstructionsabouthowtoopenupthechassisandremoveparts
DellSolutionNetwork
TheDellSolutionNetwork(DSN)isatoolthatyoucan
usetohelpsolvetechnicalissues.DSNincludesDell
specificinstructionalguidanceandadviceabout
softwareandhardwaretroubleshooting.DSNhas
detailedDecisionTrees(DTs)thathelpresolveanyissue
quicklyandefficiently.Forexample,youcanusethe
operatingsystemDTstosolveoperatingsystemissues
andpreventunnecessaryreinstallation.
ToaccessDSNthroughsupport.Dell.com:
ClickonTroubleshooting.
Chooseamodel,servicetagorfromalisttoaccessinformationrelevanttoyoursystem.
UsetheSearchfunctionunderDSNtofindtheinformationyouneed.
OnlineCallLoggingMethodology
Objective
Uponcompletionofthistopic,youwillbeabletoidentifytheguidelinesforlogginganonlinerequest.
CallLoggingtheP,DandS
ToresolveaproblemwithyourDellsystem,youneedtoensurethat:
Yourwarrantyrequestissubmittedinfull.
ThefreetextsectionissubmittedintheformatspecifiedbyDell.
NOTE:WhensubmittingaFastTrackDispatchRequest,techniciansmustprovidesystemfailure
informationandtroubleshootingperformedbeforepartsorservicecanbedispatched.Pleaseusethe
Problem,Description,andSolutionformat(P,D,S).CompliancestreamlinesyourinteractionwithDell,
andensuresefficientservice,whereasnoncompliancecanresultincomplicationsthatpotentially
preventtimelyservice.Theresponsibilitylieswithyou,thepartrequestor,toensurethatsubmissions
arecorrect.
Step1:DefinetheProblem
Definetheproblembyprovidingthefollowinginformation:
Problemdefinition,representedbytheletterP
Systemmodel
ChassisType
Frequencyoffault,ifapplicable:Intermittent,Always,At
certainperiods
Categoryfailure:NoPower,NoPOST,NoBoot,NoVideo,
systemerrors,orevennoise
Example:
P:GX270(SMT)NoPOST
P:GX280(USFF)IntermittentNoBoot
Step2a:DescriptionofProblem
Describethesymptoms:
Descriptionoftheproblem,represented
bytheletterD
PowerLEDstatus
Diagnosticlights
Errormessages
Beepcodes
Briefdescriptionofanyapplicable
noises
Example:
P:NoPOST.
D:PowerLEDflasheson,thenoffafter30seconds.
P:Intermittentnoboot.
D:Systemwillbootaboutevery5tries.ProblemstartedtooccurafterinstallingnewUSBprinter.
NOTE:ComponentsotherthanthoselistedinthePossibleCausecolumnintheuserguidescouldalso
causethesymptomsshown.Inallcases,youneedtotroubleshootthescenarioasthoroughlyas
possibletotestandverifyanyhardwarefailurethrougheithercomponentsubstitutionand/or
elimination.Thereplacementprocedurescanbefoundintherelevantsystemmanuals.
Step2b:DescriptionofCorrectiveActionTaken
Providecorrectiveactionandtroubleshootingstepsperformed.
Followingthesymptomdata
a. Explicitly
b. Inapointbypointmanner
Example:
P:NoPOST
D:PowerLEDflasheson,thenoffafter30seconds.
Dcorrectiveaction:Checkedpowerconnectionandresetcontrollercard.Swappedpowersupplywith
knowngood.
P:Intermittentnoboot.
D:Systemwillbootaboutevery5tries.ProblemstartedtooccurafterinstallingnewUSBdevice.
Dcorrectiveaction:WentintoBIOSandturnedoffUSB.
NOTE:Modifications,additionsandupgradesthataremadetosystemscanalsoaffectthecurrentstate
ofthesystem.Withoutinformationonthesechanges,youriskwastingtimeororderingunnecessary
parts.Theonlywaytofindoutwhatmodificationshavebeenmadetoasystemistoasktheuser.
ExampleofCorrectiveActionTaken
IfthebeginningpartofthedescriptionofsystemandsymptomdataisD:PowerLEDsolidgreen,LED
QuadPack:yygg,yourcorrectiveactionsmayinclude:
Removethememoryandcheckforthememorymissingbeepcode
Substituteknowngoodmemorymodulesonebyoneandcheckifyoursystemisbooting
UsetheDSNjournalno:xxxxxxxx
Itisnotsufficienttoincludedescriptionsofthefollowingtypes:
D:PowerLEDnotworking.Systemboardisfaulty.
D:Systemplayingup.
Step3:Solution
Youneedtoconveythefollowingsolution
information:
Solution,representedbytheletterS
Identifythepartthatrequires
replacement
Example:
S:ReplaceSystemBoard
Summary
TheFastTrackDispatchsystem:
a. IsavailableforallDellproductlines.
b. Providesonlinedispatchfornextbusinessdaypartsandservice.
c. Replacesfailedpartsunderlimitedwarranty.
TobecomecertifiedfortheFastTrackDispatchprogramyoumustpasstherequisiteexaminations
foryourproductlines.
Torequestwarrantypartsorservice:
a. Providetheservicetagofthesystemthatrequireswarrantyrepair.
b. Describeyourcompletetroubleshootingeffort.
c. Identifythefaultypart.
d. SubmittherequesttoDell.
ProSupporttechniciansareavailableviatelephone,chat,andemail.
TheFastTrackDispatchprogramreliesonthreewebsites.
a. Prosupport.dell.com/FastTrack
b. Support.dell.com:providestechnicalinformationaboutDellproducts
c. www.learndell.com:providescoursewareandcertificationexaminations
TheDellSolutionNetwork,availablethroughsupport.dell.com,providesspecifictroubleshooting
guidance.
FastTrackDispatchrequiresaspecificloggingformat:
a. P:Problem
b. D:Descriptionoftheproblem,includingalltroubleshootingstepstaken
c. S:Solution