How to solve product problems?

The Huawei Enterprise Support Website provides multiple solutions to help you quickly locate and solve product problems you encountered.

 

Method 1: Finding a solution in related documents

The Troubleshooting module provides common troubleshooting methods to help you solve product problems.

 

The following uses S5700 as an example to describe how to find alarm handling methods.

Step 1 Enter S5700 in the search box on the homepage, and click Search. Click the first recommended result to view the details.

 

Step 2 On the left menu bar, choose Troubleshooting > Alarm Handling. The alarm handling documents of all related versions are displayed. Select a document of a specified version.

 

Method 2: Obtaining a solution by searching for cases

Product cases are the troubleshooting experience and solutions summarized by engineers and users in practice. You can learn troubleshooting methods from these cases.

 

The following uses S5700 cases as an example.

Step 1 Enter S5700 in the search box on the homepage, and click Search. Click the first recommended result to view the details.

 

Step 2 Choose Knowledge Base from the product menu. You can select Troubleshooting, FAQ or All based on your actual condition.

 

Method 3: Using iKnow to quickly resolve the problem

iKnow is a problem solving assistant provided by the Huawei technical support. It contains the modules such as the intelligent Q & A, online service, troubleshooting, maintenance query, license application, technical topics, and technical videos. You can quickly obtain answers after entering your questions.

Step 1 Log in to the Huawei enterprise support website. Click Online Support under the search box or in the quick link area on the right to access iKnow.

 

Step 2 Select a specific module, or enter your question in the text box to obtain a solution.

 

Method 4: Searching in the enterprise interactive community

The enterprise interactive community is a platform connecting Huawei product users with Huawei technical experts. Its content covers technical problems, technical trends, and learning materials of products. You can search for posts in the forum to help solve the problems you encountered.

Step 1 Log in to the Huawei enterprise support website. Choose COMMUNITY on the menu bar to access the interactive community.

 

Step 2 Enter keywords in the search box to search for related posts, or click Forums on the top of the page to select a specific product line for query.

 

Method 5: Using Tools to solve the problem through self-service

The Huawei enterprise support website provides various tool assistants to help you quickly query product information and rectify faults. Common tools for information search include eDesk and eNSP. You can click Tools to view tools related to products, such as upgrade, monitoring, migration, and simulation tools.

Step 1 Log in to the Huawei enterprise support website. Click Tools under the search box.

 

Step 2 On the Tools page, select a tool based on your actual requirements to solve the product problem.