# Phone Technical Support Procedures

Make sure you have the following information before you call:

- Serial Number: This number is found on the inside door of the RTU. If you are not at the RTU or would like to get a complete Factory Settings Report use Alarmware™. After Alarmware™ is connected to your Catalyst RTU for the first time, the serial number is recorded in the RTU information data. To view serial number with Alarmware™ click on the RTU name from the Select RTU dialog. Click on the Edit button. The serial and model numbers can be viewed from this Add/Edit RTU dialog.
- Record the RTU symptoms: Exact speech pattern, content of the messages, whether it is making calls or not. The more specific and accurate you are in describing the symptoms, the quicker the Customer Support Department will be able to diagnose and troubleshoot your problem. In many cases, this will prevent returning the RTU to the factory unnecessarily.
- Copy .NVM and Message.txt Files: To help us find the source of your problem, it may become necessary to provide us a copy of the Catalyst's .NVM file located in the Aware\Data directory. You may also be asked to provide a copy of the message.txt file located in the Aware directory.

Note: If you need phone support regarding Alarmware™, you will not need a serial number but you will need to provide a detailed description of the problem you are having.