ROD AS 3789500 - Caterpillar

Appendix B
PC Software Hotline Services
Caterpillar Inc. provides a well-trained technical support staff to assist you with any problems. If you need assistance and wish to contact the Dealer Service Tools (DST), please completely fill out the information from the Communication Tracking Form or Install Problem Tracking Form. These questions are necessary for DST to help you solve your problem.Also, be prepared to:
Give a brief explanation of the problem you are having
Include the exact wording of any error or warning messages you have received
Give the sequence of steps you took before the error or warning message
Describe any recent changes made to your personal computer (PC) and know if Communication Adapter II was running correctly in the past to help isolate the problem
Table 5
Dealer Service Tools (DST) Hours    
Monday through Friday    
7:00 AM to 5:00 PM Central Standard Time (CST)    Note: If you call outside of these hours, leave a voice message and a DST staff member will respond to your problem the next business day.Help Desk (Service Systems Support Center) Contact Information:
Monday through Friday 6:00 a.m. to 6:00 p.m. Central Standard Time (North America)
1-800-765-0999 (North America ONLY)
309-675-4000 (Outside North America)
309-675-4001 (Fax)
E-mail: dcsghlp or Help Desk CDIS DBS (Lotus Notes)Caterpillar Media and Product Information Logistics:
1-800-566-7782 (North America ONLY)
309-266-0942 (Outside North America)
E-mail: media-logisticsInstall Problem Tracking Form
Table 6
Name:     _____________________________________    
       
Dealership:     _____________________________________    
       
Telephone #:     _____________________________________    
       
Computer type:     _____________________________________    
       
Operating System:     _____________________________________    
       
Memory:     _____________________________________    
       
Available Hard Drive Space:     _____________________________________    
       
Communication Adapter II Version:     _____________________________________    
       
Previous Version:     _____________________________________    
       
Media type (CD or Floppy Disk):     _____________________________________    
       
Exact Error message:     _____________________________________    
       
       
       
       Communications Tracking Form
Table 7
Name:     _____________________________________    
       
Dealership:     _____________________________________    
       
Telephone #:     _____________________________________    
       
Computer type:     _____________________________________    
       
Operating System:     _____________________________________    
       
Communication Adapter II Version:     _____________________________________    
       
Product being serviced:     _____________________________________    
       
ECM Serial Number:     _____________________________________    
       
Engine Serial Number:     _____________________________________    
       
ECM type:     _____________________________________    
       
Personality Module Part Number & Date:     _____________________________________    
       
Communications Interface Device:     _____________________________________    
       
Exact Error message:     _____________________________________
   
       
       
       
       
       
       
       
       
       
       
       
       
       
       
       
       Glossary of Terms
Caterpillar Electronic Technician (Cat ET) - A diagnostic tool software program for a personal computer (PC). Designed