Product
Support Center
Got a problem?
Need answers to commonly asked questions? You've come to the right
place! Our technical support staff is here to serve you. No matter
what the problem, our team of skilled technicians will help get it
resolved quickly.
If you're having
problems with your RAID storage solution we kindly ask you to fill
out our Tech Support Form first.
This will allow our technicians to have all the information on hand,
so they can get your issue taken care of as soon as possible. Upon
receiving it, a technician will get back to you either via e-mail
or telephone.
For Hard Disk
Drive Support/RMA Instructions, please Click
Here.
A few things
you may want to verify first:
In order to save
yourself some time, you may also want to verify the following, before
contacting us about a technical issue:
Verify that the
hardware terminator is attached correctly. If your RAID unit
has more than one host channel, the hardware terminator must be connected
to the lower connector on the same channel, (located directly underneath
the cable going to the host)
On older RAID
units that provided users a choice of either hardware or software
termination, please ensure that only ONE of the two methods is
being used. We suggest using a hardware terminator and disabling the
internal software termination, since this method has proven to be
the most reliable.
Verify that your
SCSI Host Bus Adapter card in your server is working. Can the
RAID be seen by the server and what happens if you hook up another
HBA and plug the RAID into that card? Also, since all MacRAID™
RAID storage solutions have a built in RAID controller they will
not work if they are hooked up to a RAID controller in your
server. All they require is a simple SCSI Host Bus Adapter with an
external 68 pin SCSI port (such as the Adaptec 29160).
If overheating
is an issue – have you checked that the RAID unit has adequate
ventilation and airflow in an environment that is not excessively
hot, and have you checked that all cooling fans in the RAID are working?
Have you tried
accessing the RAID unit using HyperTerminal instead of the
display panel? Instructions for this can be found in your manual.
For firmware
upgrades – did you use a null modem cable (you must).
Contacting
Technical Support
Live Technical
Support is available Monday through Friday, 9 AM to 6 PM Pacific Standard
Time. However, unless you just have a brief question, please fill
out our Tech Support Form before
calling us.
- Call 1-888-433-3500
