When you place an order for a system unit TGCS can ship it to you with a copy of Microsoft Windows already installed on the hard drive or SSD. This is referred to as a 'preload'. If you experience a problem and cannot use the recovery partition on the drive to restore the original OS image then you can request that we send you a recovery image instead.
You will need to open a General Support SR and supply the serial number and machine type of the unit with the problem
Once we check manufacturing records and confirm that the system unit was shipped with an operating system on it we'll give you the recovery image for the operating system that was on the machine when it was built.
We cannot provide newer versions of the operating system, only what was on the machine originally - if you want to upgrade your version of Microsoft Windows you can't do it using this process. For those situations you need to contact your business partner or TGCS sales representative
1) If this is a self checkout lane we need the serial number of the self checkout lane itself, not the PC inside it
2) If this is a Pro-X Hybrid Kiosk we need the serial number of the system unit (TCx 800/810), not the serial number of the base unit.
3) This won't do anything to replace the HD or SSD inside the system unit; if the unit is under warranty or you have a hardware maintenance agreement you'll still need a Hardware SR to replace the defective media (replacing the physical media and the OS image on it are 2 distinct unrelated steps)
You can submit a service request here