General Page
This document is for Techzone (TZ) users of IBM Storage demos, to know how best to get support and provide the information needed by Techzone Support Level 1, to route requests for help as efficiently and quickly as possible. TZ help is at: https://techzone.ibm.com/help
Steps to Take for Support and Problem Resolutions
Upon opening an IBM Techzone Support ticket or requesting IBM Techzone Storage Demo support, you may receive this document.
- Please reply with the requested information in the “Information Request and Basic Debugging” chapter
- Please try the initial resolution steps provided
- If further support is needed, this information sheet will assist our Techzone Level 1 Support teams to target your support request to the correct team as fast as possible.
We understand 90% of the support requests, come from figuring out how to do the first-time access procedures to the demo.
Extensive instructions for IBM Storage Demo first time access and support resources, including videos, tips, and hints, are available online at:
https://techzone.ibm.com/collection/storage-live-demos-collection
Instructions and videos there lead you through steps of making a IBM Storage Live Demo reservation, first time access, and if you an IBM Business Partner, through installing the OpenVPN software required to access certain IBM Storage demos housed in IBM Client Engineering Montpellier data center. Use the above website to understand and find examples of doing the debugging steps on the following page.
That website also has many resources and contact information, for you to request first-time tutoring or first-time-access assistance to IBM Storage Live Demos. We are here to help!
Thank you!
Your IBM Storage Live Demos support team Authors: Guillaume Legmar guillaume.legmar@fr.ibm.com , John Sing jmsing@us.ibm.com
IBM Storage Demos - Information Request and Basic Debugging
| Name of the demo: | ||
| Techzone: collection/reservation ID: | ||
| URL link to the collection: | ||
| Your name of the user: | ||
| Your email of the user: | ||
| Link to your reservation: | ||
| TIP: if your demo hosted in the TechZone IBM Cloud, the Link looks like : | TIP: If your demo is hosted in Montpellier (MOP) Datacenter. The link looks like the following: | |
| https://techzone.ibm.com/my/reservations/ibmcloud-2/xxxxxxxxxxx | https://techzone.ibm.com/my/reservations/systems/xxxxxxxxxxxxxxx | |
| Demo can take up to 3 hours to be provisioned. | In the TZ reservation tile link, if status is Ready, have you received your Demo Kit webpage that has your login credentials? | |
| If demo is not provisioned after 3 hours, try a new reservation | Have you seen / identified the link to the Demo Kit in the TZ "My Reservation" tile? | |
| On the second reservation, if the user waited more than 3 hours after the demo ready mail | Can you as the user, ping the IP of the demo machines? | If you are a BP, is the OpenVPN client installed with the certificate downloaded from the "Demo VPN Ready" mail? |
| contact the Techzone Support team | ||
| The Runbook for IBM Storage Demos running in the IBM Techzone Cloud, will detail the specific login procedures (and problem resolutions) for that TZ-Cloud-resident Storage demo. | If you are an IBMer, do you have your Cisco Secure client up, can you reach IBM W3 website? Can you reach the Blue IP IBM addresses? | If the user is on a MAC, have you installed the Tunnelblick OpenVPN client? |
| If you are a Business Partner, do you have your OpenVPN client up? If not, see the column on the right => | If the user is on a Windows, are you using the correct Community version of OpenVPN software? | |
| What is the status of the OpenVPN client? | ||
| Can you, the user, ping the IP addresses of the demo machines? | ||
| IBM AND BP Users: Contact the TechZone team as described at https://techzone.ibm.com/help. You will be able to open a formal ticket, which will be tracked and provide you service. | IBM and BP users: Contact Support Team email ID's in the TechZone Collection from which you made the reservation. |
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Document Information
Modified date:
19 February 2025
UID
ibm17159411