Call Home

Call home, which is integrated with the Lenovo xClarity Administrator enables the Lenovo xClarity Administrator to securely transmit serviceable hardware problems and associated support files to the Support team.

You can set up and enable call home from the Service and Support page from the Lenovo xClarity Administrator menu bar. For more information about setting up call home from the Lenovo xClarity Administrator, see Setting up call home through the Lenovo xClarity Administrator.

When call home is enabled and the Lenovo xClarity Administrator receives a serviceable hardware problem from a managed device, the Lenovo xClarity Administrator collects hardware problem data from the managed endpoint and stores this data in the form of a support file. The actual contents of the support file is predetermined based on the type of managed endpoint for which the data is collected.

After the support file has been collected, the Lenovo xClarity Administrator securely transmits any serviceable hardware problems and associated support files to the Support team. The Support team analyzes this data and contacts the customer for problem resolution.

Manually submitting problems

You can manually submit some problems to the Support team using call home. The following types of problems can be submitted manually:
  • Problems that are considered serviceable by the Lenovo xClarity Administrator. If you do not have Electronic Service Agent turned on, serviceable problems will not be sent to the Support team automatically. However, you can choose to submit a specific problem manually.
  • Problems that are considered to be serviceable by the customer, but that are not automatically submitted to the Support team. You can choose to submit these problems manually.
  • Perceived problems that do not have a specific event associated with the problem.

Consider manually submitting problems to communicate a problem to the Support team instead of calling the Support team directly because it provides the support files along with the problem itself. For more information about submitting a problem manually, see Opening a service ticket.

Parent topic: Troubleshooting from the Lenovo xClarity Administrator