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README.TXT Revision: 12-JUN-2003 _____________________________________________________________________ Seagate Technology LLC SeaTools Desktop Edition v2.00 _____________________________________________________________________ Copyright (c) 2003 by Seagate Technology LLC. All rights reserved. Welcome to Seagate's SeaTools Desktop Edition Software! This README file contains important information about Seagate Disc Diagnostic. Please read this entire file before using this software. SeaTools Desktop Edition includes two major components: - SEAGATE DIAGNOSTICS Two Seagate-specific diagnostic test libraries to determine whether your Seagate drive is functioning correctly: DIAGATA.EXE and DIAGSCSI.EXE - GENERIC DIAGNOSTIC A comprehensive, easy-to-use diagnostic tool that helps you quickly determine what is preventing you from accessing data on your desktop, laptop or notebook computer. This test includes several tests that will examine the FAT file structures on your Seagate disc drive and any non-Seagate disc drive. Table of Contents ----------------- 1. SeaTools Desktop Edition System Requirements 2. Introduction 3. Using SeaTools Desktop Edition 4. Error Codes 5. Troubleshooting 6. Desktop Edition Utility v2.00 KNOWN LIMITATIONS 7. SeaTools Desktop Edition Revision History 8. USER LICENSE AGREEMENT 9. Data Recovery Information 10. Seagate Technology Support Services 11. Product Return Procedure ===================================================================== 1. SeaTools Desktop Edition System Requirements ----------------------------------------------- * IBM-compatible PC with a Pentium or greater processor * VGA 640 x 480 or greater graphics capability * 32 megabytes of RAM * 1.44 megabyte floppy disk drive or Bootable CD ===================================================================== 2. Introduction ---------------- Seagate's Customer Service organization strives to be Best In Class in everything it does. No matter how friendly and efficient we are, returning a drive for warranty service means system downtime and inconvenience for you in packing and returning your drive product. Of the drives returned to Seagate for warranty replacement, a large percentage are perfectly good drives with "No Problem Found" after testing. Your drive may be completely healthy. Before you send it in, it is in your best interest to determine if a replacement drive is really necessary to solve your problem. This troubleshooting diagnostic utility will help you make that determination and possibly save you time and money and preserve your data. Some typical reasons for NPFs are: * File System Corruption * Driver Corruption * Broken Master Boot Record * Virus Attack * Hardware Conflicts The Seagate SeaTools Desktop Edition software is easy to load and simple to use. The following instructions will help you get the most out of this new software tool. If you have questions about this or any other Seagate software or service products, please contact Seagate at the numbers listed below. Check http://www.seagate.com often for new and updated versions of SeaTools Desktop Edition software as well as updates to the "Frequently Asked Questions" (FAQ's) list. Seagate will continue to add new features, functions and capabilities to this software. Seagate Desktop Edition is a product of Seagate, a leading provider of technology and products enabling people to store, access, and manage information. Seagate is committed to providing best-in-class products to help people get their information when, where and how they want it. The Company is recognized as the world's largest manufacturer of disc drives, magnetic discs and read-write heads. Founded in 1979, Seagate can be found around the globe and on the World Wide Web at www.seagate.com. ===================================================================== 3. Using SeaTools Desktop Edition --------------------------------- Do not remove the SeaTools Desktop Edition diskette while the tests are running. Information from the diskette is used throughout the testing process. Run Seagate SeaTools Desktop Edition 1. Shut down your operating system (Example: Windows). Insert the SeaTools Desktop Edition diskette in your A: drive or CD and reboot or power on your computer. The system will boot to the ONTRACK Operating System. If your system fails to boot, see the Troubleshooting section later in this file. 2. The Welcome dialog provides an overview of SeaTools Disc Diagnostic. Press [ENTER] to continue to the SeaTools Disc Diagnostic menu. SeaTools Desktop Edition Menu ----------------------------- The menu provides you with the following options: * Seagate Diagnostics * View Seagate Diagnostic Report File * Generic Diagnostic * View Generic Diagnostic Report File * View README File To make a selection from the menu, select the desired option using the mouse or keyboard and. To scroll to the option using the keyboard, use the [UpArrow] and [DownArrow] keys. You can access all SeaTools controls using only the keyboard. Use the Tab key to switch between controls, ie buttons, check boxes, list boxes, tab controls. Use the arrow keys to select items in a list or to switch between tabs in a tab control. Items in a list can be selected using the spacebar/enter keys. You can quickly select certain controls by using a hot key. This is done by pressing the Alt key followed by a letter. The letter assigned to a selection will be underlined in that item's description. Alt-N and Alt-B are assigned to the 'Next' and 'Back' buttons. * Seagate Diagnostic --------------------- 1. To diagnose your system, select "Quick Diagnostic" from the menu. NOTE: If you run the Extended Diagnostic before the Quick Diagnostic, the Quick Diagnostic will automatically be run first. 2. The SeaTools Desktop Edition displays the Seagate hard disc drives detected. If the information is correct, select the drive you would like to test or all drives. If not, press help button for help to explain possible reasons why your drives were not detected. To test the drive(s) that WERE detected, click "Next" to continue. 3. The SeaTools Desktop Edition performs a test of the selected hard disc drive for possible malfunctions. 4. When the testing is completed, a summary of test results is provided. The recommendations provide steps to take for your particular situation. Press [Cancel] to return to the menu. 5. In the event that a drive fails the diagnostic testing, SeaTools will ask about warranty status and offer a form to facilitate a drive return. * View SeaTools Diagnostic Report --------------------------------- 1. After completion of the test(s) a summary screen will appear and give the option to view a detailed report. Another otpion is to view the "seagate.log" by selecting the option "View SeaTools Diagnostic Report" from the Main Menu. The report file provides detailed results of the testing. 2. This file can be saved to a floppy disk or printed. **** NOTE **** After exiting SeaTools, if not saved to a floppy, this report will be on the ram drive until the system is rebooted. If you booted from a CD then the floppy drive is usually B:\. 3. After viewing, click "done" to return to the menu. * Generic Diagnostic -------------------- 1. To diagnose your system, select "Generic Diagnostic" from the menu. 2. The Generic Diagnostic displays the hard disc drives detected. If the information is correct, select the drive you would like to test or all drives. If not, press the help button for help to explain possible reasons why your drives were not detected. To test the drive(s) that WERE detected, select [Next] to continue. 3. A menu of the possible diagnostic tests is shown. Select the tests that you would like to preform, and select next to continue. For more information on these tests, see click on the "help" button. 4. When the testing is completed, a diagnostic summary of the testing is provided. The recommendations provide steps to take for particular situation. Select review the Detailed Report for actual test results or select [Cancel] to return to the main menu. * View Generic Diagnostic Report -------------------------------- 1. To view the "da.txt" report file, select "View Generic Diagnostic Report" from the main menu. 2. This file can be saved to a floppy disk or printed. **** NOTE **** After exiting SeaTools, if not saved to a floppy, this report will be on the ram drive until the system is rebooted. If you booted from a CD then the floppy drive is usually B:\. 3. After viewing, click "done" to return to the menu. * View README ------------- 1. To view the README.TXT file, select "View README" from the main menu. 2. After viewing, press "Done" to return to the main menu. * Exit ------ 1. To exit, select "Exit" from the main menu. 2. Press [CTRL]-[ALT]-[DEL] to reboot, or power off your system. ===================================================================== 4. Error Codes -------------- SeaTools Desktop Edition may display a variety of error codes depending on the interface and which test module was running when the error or status occured. In some situations when the drive is offline running a Drive Self Test, the drive gives its own DST result code. When a drive is completely non-funtional, no make, model or error codes are available. If the drive is under warranty, you can manually start the drive return form by typing Alt-R at the main menu. Beginning with the most common error codes: DiagATA and DiagSCSI test modules --------------------------------- Short test ATA SCSI No error 0x10 0x30 SMART error 0x11 NA Defective drive* 0x12 0x32 Run long generic test 0x13 0x33 Bad cable 0x14 0x34 Device not supported 0x15 0x35 Drive password protected 0x16 0x36 Shock damage 0x17 0x37 Corrupted format* NA 0x38 Aborted 0x50 0x70 * "Defective drive" and corrupted formats (sometimes also called 03/31 errors), can often be revived with a data-destructive zero fill data pattern or a low level format. This is because today's modern disc drives contain thousands of spare sectors which are automatically reallocated if the drive senses difficulty reading or writing. Since SeaTools is read-only (data safe) occasionally a problem sector that has not reallocated to a spare sector can be forced to do so by writing to that sector. Spare sector reallocation is a normal itelligent drive operation. Zero fill data pattern writing or a low level format are data destructive operations equivalent to erasing the data off the drive. The DiscWizard Starter Edition utility has a Zero Fill utility option. The SCSI host adapter utilities menu should have this low level format option. Seagate is not responsible for lost user data. ATA Drive Self Test (DST) ------------------------- Off-line data collection status byte values: 01h Reserved 02h or 82h Off-line data collection activity was completed without error. 03h Reserved 04h or 84h Off-line data collection activity was suspended by an interrupting command from host. 05h or 85h Off-line data collection activity was aborted by an interrupting command from host. 06h or 86h Off-line data collection activity was aborted by the device with a fatal error. Self-test execution status values: 0h The previous self-test routine completed without error or no self-test has ever been run 1h The self-test routine was aborted by the host 2h The self-test routine was interrupted by the host with a hardware or software reset 3h A fatal error or unknown test error occurred while the device was executing its self-test routineand the device was unable to complete the self-test routine. 4h The previous self-test completed having a test element that failed and the test element that failed is not known. 5h The previous self-test completed having the electrical element of the test failed. 6h The previous self-test completed having the servo (and/or seek) test element of the test failed. 7h The previous self-test completed having the read element of the test failed. ATACore test library module --------------------------- AtaCore Error 2 in SeqScan SCSI Drive Self Test (DST) -------------------------- 0h Self-test completed without error 1h The background self-test was aborted by the application client using a Send Diagnostics command with the Self-test Code field set to 100b (Abort background self- test). 2h The self-test routine was aborted by an application client using a method other than a Send Diagnostics command with the Self- test Code field set to 100b (e.g., by a task management function, by a reset, or by issuing an exception command). 3h An unknown error occurred while the device server was executing the self-test and the device server was unable to complete the self-test. 4h The self-test completed with a failure in a test segment, and the test segment that failed is not known. 5h The first segment of the self-test failed. 6h The second segment of the self-test failed. 7h Another segment of the self-test failed. ===================================================================== 5. Troubleshooting ------------------ SeaTools Desktop Edition WILL NOT LOAD If when you insert the SeaTools Desktop Edition diskette or CD and power on the computer, it does not load SeaTools Disc Diagnostic, the "boot sequence" may be set to boot to the hard disc drive first. To change the boot sequence to boot from the A: or CD drive first, you must enter the "Setup" or "CMOS Setup" of your computer. Methods for entering the Setup or CMOS Setup vary depending on your computer's make and model, but most methods consist of pressing a key or key sequence during the initial power on boot sequence. To determine which key or key sequence to press for your computer, watch the screen closely during boot up for a message like "Press F1 to enter Setup" or something similar. Nearly all systems will continue on automatically after a brief period of time if the key is not pressed, so act quickly. You may have only a few seconds to find and press the appropriate key or key sequence. The most common keys or key sequences to enter setup are: - [DELETE] - [F1] - [F2] - [CTRL]-[ALT]-[S] - [CTRL]-[ALT]-[ESC] - [CTRL]-[ALT]-[ENTER] NOTE: Some computers that use the "[CTRL]-[ALT]-[___]" sequences must be at a prompt before pressing the keys. If you are unsure about how to enter the setup, see the owner's manual for your computer or seek assistance from your computer manufacturer or the store where you purchased the computer. DISKETTE READ ERRORS: - If your receive an error message "Seagate Desktop Edition could not read strings from the diskette," make sure the diskette is still in the diskette drive. If the message persists, there may be an error on the diskette. Create a new SeaTools Desktop Edition diskette and run the tests again. DISKETTE WRITE ERRORS: - The diskette may not have enough free space to write to a report file. Normally this would only happen if the SeaTools Disc Diagnostic has created a large number of report files. If this is the case, delete some of the report files or copy them to another diskette and run the tests again. - The diskette may have a bad sector which cannot be written to. If this is the case, create a new SeaTools Desktop Edition diskette and run the tests again. NOTE: You may continue the diagnostic with this condition, however, no report file will be generated. If you call to report problems to Seagate Technology, please provide as much information as possible. If you can, please provide the following details: 1. When does the problem occur? On the boot up of the diagnostic operating system? During the hard disc drive tests? After exiting SeaTools Desktop Edition? 2. Can the problem be recreated? If so, please outline the steps necessary to recreate it. 3. What is your system configuration? List the details about your system as tested. Make, model, processor and system memory Hard disc drives (internal and external) connected to the system, including make, model, size, and type Make and model of hard disc drive controllers Make and model of the video adapter Additional adapter cards, including sound and multimedia Peripherals attached, (mouse, tape backup, printer, and so on) ===================================================================== 6. SeaTools Diagnostic Version 2.00 KNOWN LIMITATIONS -------------------------------------------------------- * SeaTools Desktop Edition may not find or access hard disc drives when CMOS is set to "none" for those drives. * SeaTools Desktop cannot find a drive that is completely non- funtional. No make, model or error codes are available. If the drive is under warranty, you can manually start the drive return form by typing Alt-R at the main menu. * Some drives may be detected without make or model number information. This is usually the case when the drive is attached to an Unknown Controller. This is common with add-in controllers. Fortunately, most controllers provide Interrupt 13 (INT13) support. INT13 is a slightly higher level of disc access that is shared by all interfaces. It provides a method to test drives at the sector level and is reliable. If this occurs, SeaTools will list the drive as "BIOS Drive (8x hex)" where x is a number indicating the boot order. 80h is usually the boot device, 81h is next, etc. * File structure tests are currently not compatible with NTFS, HPFS or unix-based partitions. * File structure tests are not performed on structures inside a compressed volume. * File structure tests may not be compatible with security or data encryption software. * Some SCSI Host Adapters do not have DOS mode ASPI device drivers available. Seagate's DIAGSCSI test requires the ASPI support to run. Autoexec.bat file LoadASPI option 2 allows adding other DOS ASPI device drivers. If booting from a CD, then the floppy drive is usually B:\ * SMART errors on drives less than 2GB may be invalid. The drive may still be a very good drive. The early implementations of SMART problem detection technology on ATA drives were not as refined as today's testing techniques. If your drive is less than 2GB in capacity, please also run the Generic tests to verify all sectors on the drive. For the latest information and FAQ's visit http://www.seagate.com ===================================================================== 7. SeaTools Desktop Edition Revision History -------------------------------------------- v1.01.13 24-Sep-1999 Initial public release SeaTools Disc Diagnostic. v1.01.14 26-Jan-2000 Support for Drive Self Test (DST) added. STrun v1.3 utility added. v1.02.06 01-Jun-2000 DIAGATA v3.02.601 test module updated to add Promise Technology and High- Point ATA host adapter support. Optional Legacy test on DST capable drives. Bad Cable or Connections test added. Verbose log file with estimated performance measurements. Newer LoadASPI.com SCSI driver detector. ATA- Depot v1.03.601 utility added. See ATADEPOT.TXT for usage. v1.03.05 27-Oct-2000 Multi-language release: English, German, French, Spanish v1.05.03 07-Feb-2001 Underlying boot OS updated to Caldera DR-DOS 7. This version exits to A:> which will allow user to run many other types of DOS based utils like UATA100. No functional differences to test modules in this release. v1.05.04 08-Feb-2002 Generic tests adjusted to allow single drive tests. Boot sector anomoly test added to help troubleshoot non-booting drives. v1.05.08 05-Mar-2002 Updated DDO to support ATA>137GB. Fixed CD-ROM boot support. Changed how self- extracting exe file gets expanded to speed up the boot. Fixed system with all Seagate drives (ATA and SCSI) and added hint to skip tests (ALT-F1) during the full generic diagnostic (in all languages). Fixed system with a non-Seagate SCSI drive as first identified drive and Seagate SCSI drive as second identified drive (was not displaying the Seagate drive). v1.06.02 28-Jan-2003 New branding. Better booting DDO v9.83 new Ontrack extended memory manager, new DIAGATA v3.06.21230ML. Removed STrun. v2.00 12-Jun-2003 Updated UI. Mouse support. Improved support for SATA drives. Bad LBAs associated to file name on Seagate Extended test. new DIAGATA v3.07.30214ML. Renamed to SeaTools Desktop Edition. Removed ATA-Depot. ===================================================================== 7. USER LICENSE AGREEMENT THIS IS A LEGAL AGREEMENT BETWEEN YOU, SEAGATE TECHNOLOGY LLC AND KROLL ONTRACK INC (COLLECTIVELY "SEAGATE") REGARDING SOFTWARE WHICH YOU MAY DOWNLOAD ("SOFTWARE"). PLEASE READ IT CAREFULLY. BY CLICKING THE "I ACCEPT" BUTTON AND DOWNLOADING THE SOFTWARE, YOU INDICATE YOUR AGREEMENT TO BE BOUND BY ALL OF THE TERMS AND CONDITIONS OF THIS AGREEMENT. IF YOU DO NOT AGREE TO THE TERMS AND CONDITIONS, YOU SHOULD EXIT THIS PAGE AND, IF YOU RECEIVED A CD CONTAINING THE SOFTWARE, RETURN THE SOFTWARE AND ACCOMPANYING DOCUMENTATION TO SEAGATE. 1. License Grant. Seagate grants to you a personal, nonexclusive license to use one copy of the Software for testing your hard- drive(s) on a single computer. You are obtaining no rights in the Software except those given in this limited license. 2. Ownership. The Software is owned by Seagate and/or its suppliers. The Software is protected by United States copyright laws and international treaty provisions. YOU MAY NOT REVERSE ENGINEER, REVERSE COMPILE OR DISASSEMBLE THE SOFTWARE. You may not remove, alter or destroy any copyright, proprietary or confidential notices placed on the Software or the documentation. You may copy the Software solely to make one backup or archival copy. You may not copy the documentation. 3. No Transfers. You may not sublicense the Software. You may not transfer the Software to a third party unless you cease all use of it, transfer all copies of it and accompanying Documentation, and the transferee agrees to be bound by the terms of this Agreement. =-------------------------------------------------------------------= | 4. NO WARRANTIES. THE SOFTWARE AND ANY RELATED DOCUMENTATION ARE | | PROVIDED TO YOU "AS IS." SEAGATE MAKES NO WARRANTIES, EXPRESS OR | | IMPLIED, AND EXPRESSLY DISCLAIMS ALL REPRESENTATIONS, ORAL OR | | WRITTEN, TERMS, CONDITIONS, AND WARRANTIES, INCLUDING BUT NOT | | LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A | | PARTICULAR PURPOSE, AND NONINFRINGEMENT. WITHOUT LIMITING THE | | ABOVE YOU ACCEPT THAT THE SOFTWARE MAY NOT MEET YOUR | | REQUIIREMENTS, OPERATE ERROR FREE, OR IDENTIFY ANY OR ALL ERRORS | | OR PROBLEMS, OR DO SO ACCURATELY. This Agreement does not affect | | any statutory rights you may have as a consumer. | =-------------------------------------------------------------------= | 5. LIMITATION ON LIABILITY. IN NO EVENT SHALL SEAGATE BE LIABLE | | TO YOU, YOUR CUSTOMERS, OR OTHER USERS, FOR ANY DIRECT | | CONSEQUENTIAL, SPECIAL, INCIDENTAL, OR INDIRECT DAMAGES OF ANY | | KIND ARISING OUT OF THE LICENSE OF, USE OF, OR INABILITY TO USE | | THE SOFTWARE, INCLUDING WITHOUT LIMITATION DATA LOSS, EVEN IF | | SEAGATE OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF | | SUCH DAMAGES. IN NO EVENT SHALL SEAGATE'S LIABILITY EXCEED THE | | LICENSE FEE PAID BY YOU OR $1. THIS LIMITATION OF LIABILITY AND | | RISK IS REFLECTED IN THE PRICE OF THE SOFTWARE. SOME | | JURISDICTIONS DO NOT ALLOW FOR LIMITATIONS ON CONSEQUENTIAL | | DAMAGES. | =-------------------------------------------------------------------= 6. Term. Seagate may immediately terminate this Agreement and the license it grants if you fail to comply with any material term or condition. Upon such termination you must immediately cease using the Software and must follow Seagate's instructions regarding return of the Software. ALL DISCLAIMERS HEREIN SHALL SURVIVE TERMINATION. 7. Access Outside the United States. You may not download or otherwise export or re-export the Software or any underlying information or technology (or direct product thereof) except in full compliance with all United States and other applicable laws and regulations. In particular, but without limitation, none of the Software or underlying information or technology (or direct product thereof) may be downloaded or otherwise exported or re-exported into (or to a national or resident of) (i) Cuba, Libya, North Korea, Iran, Iraq, or Rwanda or (ii) any Group D:1 or E:2 country (as specified in Supplement No. 1 to Part 740 of the US Export Administration Regulations, or any successor thereto). This Section 7 shall survive any termination of this Agreement. 8. Miscellaneous. This is the entire Agreement between you and Seagate, and supersedes any prior agreement, whether written or oral, relating to the subject matter of this Agreement. The parties disclaim the application of the United Nations Convention on the International Sale of Goods. The parties agree that the law of California, USA, excluding its conflict of law rules, shall govern. Any lawsuit involving this Agreement must be brought in a court in California, and you hereby consent to jurisdiction in California. If any provision of this Agreement is ruled invalid, such invalidity shall not affect the validity of the remaining portions of this Agreement. Seagate is a Delaware Limited Liability Company with its primary place of business located at 920 Disc Drive, Scotts Valley, CA 95066. Kroll Ontrack Inc is a Minnesota corporation with its primary place of business located at 6321 Bury Drive, Suite 15-21, Eden Prairie, MN 55346. (C) 1999-2003 Seagate Technology LLC. End of User License Agreement. ===================================================================== 8. Data Recovery Information ---------------------------- If you cannot access the data on the drive and need data recovery services, data recovery service providers may be located on the Internet using major search engines or by referencing your local classified telephone directory. Seagate does not perform any data recovery services, nor does Seagate endorse or warrant the services of any specific data recovery company. Nevertheless, one independent data recovery service provider is Ontrack Data Recovery Inc. with offices in the following locations: USA (Tel 1-800-872-2599 or +1-952-937-5161) England (Tel +44 (0) 1372 741999 Germany (Tel +49 (0) 7031/644-150) France (Tel +33 (0)1 49 19 22 63) Japan (0120-413-374 or +81 (0) 429-32-6365) Call toll free in Europe at 00 800 10 12 13 14 Ontrack's Internet web site is www.ontrack.com. This information is provided solely for your information only. ===================================================================== 9. Seagate Technology Support Services Seagate Technology Support Services Online Services --------------- Internet -------- www.seagate.com for information about Seagate products and services. Worldwide support is available 24 hours daily by e-mail for your questions. Presales Support: www.seagate.com/support/email/email_presales.html or DiscPresales@Seagate.com Technical Support: www.seagate.com/support/email/email_disc_support.html or DiscSupport@Seagate.com mySeagate my.seagate.com is the industry's first Web portal designed specifically for OEMs and distributors. It provides self-service access to critical applications, personalized content and the tools that allow partners to manage their Seagate account functions. Submit pricing requests, orders and returns through a single, password- protected Web interface-anytime, anywhere in the world. For support, questions and comments: E-mail: partner.support@seagate.com Phone (direct): +1-405-324-4740 Phone (toll-free): 1-877-347-2444 (US and Canada), or access a complete list of region-specific international toll-free phone numbers at my.seagate.com reseller.seagate.com reseller.seagate.com supports Seagate resellers with product information, program benefits and sales tools. You may register for customized communications that are not available on the web. These communications contain product launch, EOL, pricing, promotions and other channel- related information. To learn more about the benefits or to register, go to reseller.seagate.com, any time, from anywhere in the world. reseller.seagate.com partner support 24 hours a day, seven days a week: By web form: reseller.seagate.com/contact/forms By phone: Access a complete list of regional phone numbers at reseller.seagate.com/support/ Seagate Online Store US customers can purchase Seagate disc drives 24 hours daily at www.seagate.com/buy/online/. Automated Phone Services ------------------------ SeaFONE« (1-800-SEAGATE) is the Seagate toll-free number (1-800-732-4283) to access our automated self-help and directory assistance for Seagate support services. Using a touch-tone phone, you can find service and support phone numbers, answers to commonly asked questions, troubleshooting tips and specifications for disc drives 24 hours daily. International callers can reach this service by dialing +1-405-324-4770. Presales, Technical Support and Customer Service ------------------------------------------------ Presales Support Our Presales Support staff can help you determine which Seagate products are best suited for your specific application or computer system. Technical Support ----------------- If you need help installing your drive, consult your system's documentation or contact the dealer's support services department for assistance specific to your system. Seagate technical support is also available to assist you online at support.seagate.com or through one of our technical support service centers. Have your system configuration information and your drive's "ST" model number available. SeaTDD (+1-405-324-4725) is a telecommunications device for the deaf (TDD). You can send questions or comments 24 hours daily and exchange messages with a technical support specialist from 8:00 A.M. to 11:45 A.M. and 1:00 P.M. to 6:00 P.M. (Central time) Monday through Friday. Warranty Service ---------------- Seagate offers worldwide customer support for Seagate drives. Seagate distributors, OEMs and other direct customers should contact their Seagate service center representative for warranty- related issues. Resellers or end users of drive products should contact their place of purchase or one of the Seagate warranty service centers for assistance. Have your drive's "ST" model number and serial number available. Authorized Service Centers -------------------------- In some countries outside the US, you can contact an Authorized Service Center for service. _____________________________________________________________________ USA/Canada/Latin America Support Services ----------------------------------------- Presales Support Call Center Toll-free Direct dial FAX Note Americas 1-877-271-3285 +1-405-324-4730 +1-405-324-4704 Technical Support Call Center Toll-free Direct dial FAX Americas 1-800-SEAGATE +1-405-324-4770 +1-405-324-4702 1 Warranty Service Call Center Toll-free Direct dial FAX / Internet USA, Mexico 1-800-468-3472 +1-405-324-4720 +1-405-324-4722 and Latin America Canada Memofix 1-800-636-6349 +1-905-660-4936 +1-905-660-4951 2 www.memofix.com Adtech 1-800-624-9857 +1-905-890-3099 +1-905-890-3977 2 www.adtech1.com Brazil MA Centro de - +55-21-2509-7267 +55-21-2507-6672 2 Serviτos email: centro.de.servicos.brasil@seagate.com Notes: 1 For product-specific phone number 2 Authorized Service Center _____________________________________________________________________ European Support Services ------------------------- For European presales, technical support, and warranty service, dial the toll-free number for your specific country. If your country is not listed here, dial our European call center at +31-20-316- 7222 from 8:30 A.M. to 5:00 P.M. (Central Europe time) Monday through Friday. The European call center is located in Amsterdam, The Netherlands. Presales, Technical Support and Warranty Service Call Center Toll-free Austria 0 800-20 12 90 Belgium 0 800-74 876 Denmark 80 88 12 66 France 0 800-90 90 52 Germany 0 800-182 6831 Ireland 1 800-55 21 22 Italy 800-790695 Netherlands 0 800-732 4283 Norway 800-113 91 Poland 00 800-311 12 38 Spain 900-98 31 24 Sweden 0 207 90 073 Switzerland 0 800-83 84 11 Turkey 00 800-31 92 91 40 United Kingdom 0 800-783 5177 FAX Services-All European Countries Presales/Technical Support/Warranty Service +31-20-653-3513 _____________________________________________________________________ Africa/Middle East Support Services ----------------------------------- For presales, technical support, and warranty service in Africa and the Middle East, dial our European call center at +31-20-316-7222 from 8:30 A.M. to 5:00 P.M. (Central Europe time) Monday through Friday, or send a FAX to +31-20-653-3513. The European call center is located in Amsterdam, The Netherlands. _____________________________________________________________________ Asia/Pacific Support Services ----------------------------- For Asia/Pacific presales and technical support, dial the toll-free number for your specific country. The Asia/Pacific toll-free numbers are available from 6:00 A.M. to 10:45 A.M. and 12:00 P.M. to 6:00 P.M. (Australian Eastern time) Monday through Friday, except as noted. If your country is not listed here, direct dial one of our technical support locations. Presales and Technical Support Call Center Toll-free Direct dial FAX Note Australia 1800-14-7201 - - China (Chinese) 800-810-9668 +86-10-6225-5336 - 1,3 Hong Kong 800-90-0474 - - Hong Kong (Chinese) 001-800-0830-1730 - - 1,3 India 1-600-33-1104 - - 2,3 Indonesia 001-803-1-003-2165 - - Japan - - +81-3-5462-2978 Malaysia 1-800-80-2335 - - New Zealand 0800-443988 - - Singapore 800-1101-150 - +65-6488-7525 Taiwan (Chinese) 00-800-0830-1730 - - 1,3 Thailand 001-800-11-0032165 - - Warranty Service Call Center Toll-free Direct dial FAX Note Asia/Pacific - +65-6485-3595 +65-6485-4860 Australia 1800-12-9277 - - India - +91-44-821-6164 +91-44-827-2461 3 Notes: 1 Hours of operation are 8:30 A.M. to 5:30 P.M., Monday through Friday (Australian Western time). 2 Hours of operation are 9:00 A.M. to 6:00 P.M., Monday through Saturday. 3 Authorized Support Center Contact Information Rev 7.4, 22-May-2003 ===================================================================== 10. Product Return Procedure ---------------------------- Service by Seagate ------------------ A. Seagate Disc or Tape Drive Return Procedure B. Shipping and Handling Information - Packaging Instructions C. Seagate Approved Packaging D. Limited Warranty E. Service Warranty Terms A. Seagate Disc or Tape Drive Return Procedure ---------------------------------------------- Seagate offers comprehensive worldwide customer support for all Seagate disc and tape drives both online and through our regional Seagate Customer Service Centers and Authorized Service Providers (see "Seagate Technology Support Services" section, above). Drive return procedures can vary by geographical location and are subject to current International Trade Regulations. 1. Before you return a disc or tape drive for warranty service, verify whether a replacement drive is necessary to solve the problem you are experiencing. If so, contact your place of purchase; if they have an exchange policy, it may be your most convenient solution. 2. Read the appropriate Seagate Warranty Statement for new or replacement products (see "Service Warranty Terms" section, below). 3. Know your Seagate product model number and serial number. Your PRINTME.TXT file has this information. Otherwise, see the label on the top of the drive. 4. Verify the warranty status of the drive you wish to return. If the product is still under warranty, obtain an RMA (step 5). If the warranty is expired, contact a local service facility, a Seagate Service Center Representative, or an Authorized Service Provider. If Seagate records indicate that the warranty is expired and you believe this is incorrect, contact your place of purchase or a Seagate Service Center Representative. 5. Obtain an RMA. To obtain an RMA online, use the Warranty Validation application at www.seagate.com/support. It will lead you into the RMA request application. As an alternative, you can email your PRINTME.TXT file to DiscSupport@Seagate.com. To obtain an RMA by phone or fax, contact an Authorized Service Center (see "Seagate Technology Support Services" section above). 6. Obtain a "ship to" address. Service Centers are located throughout the world. The ship to address of the facility nearest you will be included with the RMA. 7. Package and return the drive. IMPROPER PACKAGING WILL VOID THE WARRANTY. Be sure to read the Shipping and Handling Information (below). Your original drive will NOT be returned to you, so be sure to backup any data you wish to keep and return only the bare drive. If you are unable to retrieve needed data, you may want to consider data recovery services. Once Seagate Technology receives your drive for service, Seagate will ship you a replacement drive. You may check the status of your replacement drive RMA shipment online or by contacting a Seagate Service Center Representative to obtain that information. B. Shipping and Handling Information - Packaging Instructions ------------------------------------------------------------- 1. When you return a drive for replacement, all data and software will be lost. The replacement drive will be low-level formatted. If you need the data on the drive and do not have a backup copy, you may want to consider data recovery services before shipping the drive to Seagate for replacement. 2. Remove all accessories or spare parts and return only the bare drive! Accessories include, but are not limited to, side rails, manuals, removable media, cables, mounting brackets, face plates, and controller cards. Accessories will not be returned. 3. Enclose the drive in an anti-static container. If packaging more than one drive, use a separate bag for each drive. 4. Secure the drive in Seagate approved packaging. Use 2-inch thick foam rubber in a corrugated box. Multiple drives in a single box should be packaged with foam rubber between each drive. Do NOT use foam packing pellets, bubble wrap, or newspaper. (See Seagate Approved Packaging section, below.) 5. Write the RMA number on the outside of each box. 6. A shipping address will be given to you along with the RMA number. Ship the drive to the address provided using the carrier of your choice. You should choose a carrier with the ability to trace the shipment. Seagate Technology will not be responsible for shipments for which the carrier cannot provide proof of delivery. C. Seagate Approved Packaging ----------------------------- Shipping a drive in an unapproved container voids the warranty. Any product returned to Seagate must be properly packaged in the original box or a Seagate-approved container to prevent physical and electrical damage while in transit. FAILURE TO PROPERLY PACKAGE THE DRIVE WILL VOID THE WARRANTY. What is Seagate Approved Packaging? We recommend you ship your drive in its original box and packing materials, which you should always keep for storing and shipping purposes. If you do not have your original packaging materials, use 2-inch thick foam rubber in a corrugated box. Multiple drives in a single box should be packaged with foam rubber between each drive. Do NOT use foam packing pellets, bubble wrap, or newspaper. Where can I get Seagate Approved Packaging? Seagate does not separately sell packaging materials. While Seagate does not endorse any one third party vendor, companies that provide packaging materials can be found at: Western Industries - For additional information, see https://www.wicokc.com/orderform/seagate.html SiongBee - For additional information, see https://www.siongbee.com/sgorder.nsf Disclaimer: All packaging vendors mentioned in this message are independent of Seagate Technology LLC; Seagate makes no warranty, implied or otherwise, regarding the performance or reliability of these companies or their products. This information is provided, as is, solely for your information. To obtain product specifications and warranty information, please contact the respective vendor directly. D. Limited Drive Warranty ("Products") -------------------------------------- Beginning on the date of shipment to its direct customer and continuing for the published warranty period, Seagate represents that the Products are new or, if they contain remanufactured or used components, are the equivalent of new in performance and reliability and warrants that each Product failing to function properly under normal use, due to a defect in materials or workmanship or due to nonconformance to the published specifications, will be repaired or exchanged, at Seagate's option and expense. Customer should obtain a Return Material Authorization ("RMA") number from their point of purchase or from Seagate prior to returning the nonconforming Product freight prepaid. Seagate will pay for transporting the repaired or exchanged Product to Customer. Repaired or exchanged Product will be warranted for a period of ninety (90) days for Disc Products and six (6) months for Tape Products from the date of shipment by Seagate, or the remainder of the original warranty, whichever is the longer. This Limited Warranty extends to Seagate's direct customer only and is not assignable or transferable. Seagate makes no representation, warranty or guaranty, express or implied regarding the Products except its standard form of limited warranty ("Limited Warranty"). Seagate may in its sole discretion modify its Limited Warranty at any time and from time to time. DRIVE PRODUCT WARRANTY DISCLAIMER EXCEPT AS SET FORTH IN WRITING IN THE LIMITED WARRANTY, SEAGATE MAKES NO PERFORMANCE REPRESENTATIONS, WARRANTIES, OR GUARANTEES, EITHER EXPRESS OR IMPLIED, ORAL OR WRITTEN, WITH RESPECT TO ITS PRODUCTS, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTY (A) OF MERCHANTABILITY, (B) OF FITNESS FOR A PARTICULAR PURPOSE, OR (C) ARISING FROM COURSE OF PERFORMANCE, COURSE OF DEALING, OR USAGE OF TRADE. IN NO EVENT SHALL SEAGATE BE LIABLE FOR COSTS OF PROCUREMENT OF SUBSTITUTE GOODS BY ANYONE OR FOR LOSS OF DATA, NOR WILL IT BE LIABLE FOR INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR OTHER DAMAGES ARISING OUT OF THE PURCHASE, USE OR PERFORMANCE OF THE PRODUCT, AND WHETHER OR NOT IT HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE FOREGOING ALLOCATION OF RISK IS REFLECTED IN THE PRICE OF THE PRODUCT. E. Repair Warranty Terms ------------------------ All Seagate repaired disc products are warranted for 90 days or the balance of your original warranty, whichever is greater. All Seagate repaired tape products are warranted for six months or the balance of your original warranty, whichever is greater. Customer shall be responsible for saving or backing up data contained in any Product returned to Seagate for in-warranty or out-of-warranty repairs or service. DISCLAIMER: SEAGATE SHALL HAVE NO RESPONSIBILITY FOR DATA AND SHALL HAVE NO LIABILITY ARISING OUT OF ANY DAMAGE TO OR LOSS OF DATA WHILE THE PRODUCT IS IN SEAGATE'S POSSESSION. If you require assistance with data recovery, you may obtain information about recovery services from the world wide web. THANK YOU -=EOF: README.TXT=-