Spectra Logic NTIER700 manual Before Contacting Spectra Logic Technical Support

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Appendix A—Service and Support

APPENDIX A—SERVICE AND SUPPORT

This section replaces Appendix A, “Technical Support.”

SpectraGuard™ Support provides a worldwide service and maintenance structure, refined over many years to provide timely, professional service. Go to Spectra Logic’s web site at: www.spectralogic.com/warranty-servicefor information about the warranty and service options for your Spectra nTier700.

Before Contacting Spectra Logic Technical Support

If you have a problem with your nTier700, use the information in this section to obtain help with resolving the problem. If the problem persists, open a support ticket.

System Messages If you are encountering problems, review any System Messages that have been posted and take any action described in the message(s).

Product Support For additional troubleshooting information, check the Spectra Logic Product Support page at www.spectralogic.com/support and the Knowledge Base and FAQ page at www.spectralogic.com/ knowledgebase.

Opening a Support Ticket

You can use AutoSupport to open a ticket, if you have AutoSupport configured. Refer to the Spectra nTier700 Backup and Archive Appliance User Guide for detailed information about configuring and using AutoSupport to open a support ticket.

If you need to open a ticket using telephone, email, or the Spectra Logic web site, use the following instructions.

1.Note the problem, including what happened just before the failure occurred.

2.Gather the following information:

ƒYour Spectra Logic customer number

ƒCompany name, contact name, phone number, and email address

ƒnTier700 serial number

ƒType of host system being used

ƒType and version of operating system being used

ƒType and version of application software installed on the nTier700

3.Contact Spectra Logic Technical Support (see Contacting Spectra Logic on page 4).

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Spectra nTier700 Backup and Archive Appliance

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Contents Spectra nTier700 Copyright Trademarks June Spectra Logic Sales United States and Canada Europe Contacting Spectra LogicContents Updates to the User Guide NTier700 Related PublicationsSpectra nTier File Migrator Microsoft Windows Operating System and SoftwareRegister Your NEW NTIER700 Typographical Conventions User FeedbackRelease Notes 90990019 Firmware Package Information Firmware Package SupportUpdating Firmware Firmware Version RequirementsFirmware Package History Enhancements and Changes Resolved IssuesBlueScale2.8.0.1 BlueScaleConnect Known IssuesProblem Workaround Accessories Remote Desktop to displayBackup and Archive Appliance User Guide for BlueScale2.6.0.7 Known IssueBlueScale2.6.0.6 Start Settings Network ConnectionsDescribed in the nTier File Migrator User Guide Following error, which corresponds to the Remote Accessories Command Prompt Keyboard. For example, after entering the folder Release Notes 90990019 IP Addressing Supported BrowsersObtain the Updated Device Driver Windows Operating SystemUpdating Tape Drive Device Drivers Select If your organization Remove Current Drivers or Devices Install the Updated Device DriverFor this device Uninstall Run the following command If you are usingWorking with the Hardware Components Recycling Your NTIER700 Moving or Shipping the NTIER700Overview FeaturesInstalling the NTIER700 Install in a Restricted Access LocationConnect the Power Cords Unlock the Blades Install the Data Drives in the BladesIdentifying the drive numbers and latches in a blade Install the Data DrivesDrives for a single blade Release the drive sled latch Connectors on the rear panel N+1 power configuration shown Connect the Cables and Power OnGigE Fibre ChannelScsi bus ConnectedNext Steps ƒ Read -Configuring the nTier700 on page 40Configuring the NTIER700 Access the BlueScale Web InterfaceHttps//nnn.nnn.nnn.nnn When using Internet Explorer or Firefox Add Security Exception dialog box, select Get Certificate Release Notes 90990009 Overview Access the Windows DesktopWindows Desktop message Connect and LogWindows Storage Server login Windows Storage Server Remote Desktop Log Off and Return to BlueScaleInstall Antivirus Software Install Additional Application SoftwareMake the Installation Files Accessible to Windows Share the Drive Share a CD or DVD Drive on a Remote ComputerMap the Shared CD or DVD Drive to a Drive Letter Install the Software Using the Blade Operator Panel Using the NTIER700Displaying the Status of Components Moving or Shipping the nTier700 Maintaining the NTIER700Check the Current Firmware Version Current BlueScale version on the About menu Determine Whether an Update is AvailableThen Download the Updated FirmwareUpdate the Firmware Select Start Update Cancel Choose Continue InstallUpdating Tape Drive Device Drivers Restart the nTier700 Installnonexclusive.exe Appendix A-SERVICE and Support Before Contacting Spectra Logic Technical SupportOpening a Support Ticket Returns RAID Storage SpecificationsAppendix B Specifications Parameter SpecificationVolt AC power cord are as follows Power CordsEnable Jumbo Frames for 10 GigE Network Interface Cards Appendix D-TUNING Gigabit Ethernet Network PerformanceChange the MTU Setting for the NIC Card Local Area Connection Properties Decimal Enable Window ScalingTeaming NICs Team Type Description Static LinkAggregation SLA