Promise Technology 15110 Contacting Technical Support

Chapter 9: Support

245

Contacting Technical Support

Promise Technical Support provides several support options for Promise users to

access information and updates. We encourage you to use one of our electronic

services, which provide product information updates for the most efficient service

and support.

If you decide to contact us, please have the f ollowing information available:

• Product model and serial number

• BIOS and driver version numbers

• A description of the problem / situation

• System configuration information, including: motherboard and CPU type,

hard drive model(s), SATA/ATA/ATAPI drives & devices, and other

controllers.

Technical Support Services

North & South America

Promise Online™ Web Site http://www.promise.com

(technical documents, drivers, utilities, etc.)

E-mail Support support@promise.com

Fax Technical Support (408) 228-1097

Attention: Technical Support

Phone Technical Support (408) 228-1400 option 4

7:30-5:30pm M-F Pacific Standard Time

If you wish to write us for

support:

Promise Technology, Inc.

Attn: Technical Support

580 Cottonwood Drive

Milpitas, CA 95035, USA

Contents

Main Copyright Trademarks Important data protection information Notice Recommendations Contents Page Page Page Page Page Chapter 1: Introduction About This Manual Overview Architectural Description Features and Benefits Page Specifications FCC Statement Chapter 2: Installation Unpack the VTrak Mount VTrak 15110 in a Rack Install Disk Drives Page Page Serial ATA Disk Drives Parallel ATA Disk Drives Drive Numbering Verify the SCSI HBA Card Connect the SCSI Cables SCSI Terminator Page Page Configuration 4: Two VTraks, one Host PC, one SCSI HBA card (daisy chain) Configuration 5: Two VTraks, one Host PC, two SCSI HBA cards Connect the Management Cables Management Port Connection RS-232 Serial Connection Macintosh Users Connect the Power Page Set-up Management Connections Terminal Emulation Set IP Addresses and Subnet Mask Page Page Set Up Telnet Connection Enable Telnet on VTrak Windows and Linux Mac OS X Make a Telnet Connection HyperTerminal (Windows) or Minicom (Linux) Page Page Install WebPAM PRO Software Utility Server Installation Locations Installation Guidelines Operating System Support CIMOM Agent Internet Browser Before you start Install WebPAM PRO Windows Linux Mac OS X Solaris Installation Under All Supported Operating Systems, continued Page Page Page Page Page Chapter 3: Setup VTrak Setup with WebPAM PRO Log-in to WebPAM PRO Regular Connection Secure Connection Page Add a Subsystem (VTrak) Access a Subsystem (VTrak) Page Page Automatic Option Express Option Page Advanced Option Page Page Create a Logical Drive Assign a SCSI Target ID Log-out of WebPAM PRO Internet Connection using WebPAM PRO VTrak Setup with the CLU CLU Connection Create a Disk Array Automatically Create a Disk Array Manually Page Page Create a Logical Drive Assign a SCSI Target ID Page Chapter 4: Management with WebPAM PRO VTrak Status Indicators Drive Status Indicators Audible Alarm LEDs State Log-in/Log-out Log-in to WebPAM PRO Regular Connection Secure Connection Page Log-out of WebPAM PRO Subsystem Management Add a Subsystem (VTrak) Subsystem User Rights Page Access a Subsystem (VTrak) Subsystem Management Window View Event Log Page Delete a Subsystem User Management Add a User Event Notification Page Page Page Page Delete a User Manage User Rights Page Change Password Setup Email Alert Notification Software Management Web Server Email Page TFTP Server Refresh Time Restart Tomcat Service (Windows) Security Subsystem Management Events Page Connection Status User Rights VTrak Management Lock Operations Subsystem Health MP/PDM Settings SCSI Management LUN Settings TID Settings Statistics Network Management Ethernet Settings Service Management Service SNMP Teln et Controllers Controller List Controller Controller Parameters Settings Enclosures Enclosure List Enclosure FRU VPD Battery Buzzer Physical Drive List Physical Drive Information Physical Drive Physical Drive Information Disk Arrays Disk Array List Disk Array Parameters Page Automatic Option Express Option Page Advanced Option Page Delete Disk Array Disk Array Information Disk Array Information Disk Array and Logical Drive Status Definitions Disk Array Settings Create Logical Drive Delete Logical Drive Background Activity Scheduler Logical Drive List Logical Drive Parameters Logical Drive Logical Drive Information Logical Drive LUN Settings Logical Drive Alias Physical Drives Spare Drives Spare Drive List Create a Spare Drive Delete a Spare Drive Logical Drive Summary Logical Drive List Logical Drive Parameters Logical Drive Logical Drive Information Page Chapter 5: Management with the CLU VTrak Status Indicators Drive Status Indicators Page Audible Alarm Alarm Settings CLU Connection Serial Connection Telnet Connection Page Exit the CLU How to use the CLU Page CLU Function Map A B C D E F G H I M N P R S T U V W Controller Management View Controller Information Modify Controller Parameters VPD Reboot Page Enclosure Management Fan Speed Buzzer Temperature Volta ge Battery Page Physical Drive Management View Parameters Enable/Disable Write Cache Wipe Out Boot Sector Wipe Out Reserve Sector Blink LED Diagnostics I/O Statistics Page Disk Array Management Disk Array Auto Creation Create New Disk Array Page Delete Disk Array Disk Array Properties Create Logical Drive Delete Logical Drive Cache Policy Retry Count Enable/Disable SMART Disk Array Name Priority Hot Spare Policy Auto Rebuilding PDM Auto Start Page Page Logical Drive Management Name SCSI Assignment Network Management Management Port Teln et Enable/Disable Telnet Timeout Change User Name Change Password Reset to Default Settings TFTP Server SNMP Name Location Contact Person Read only Community Trap Only Community Ping Page SCSI Management Channel TID RAID Console LUN Maintenance Menu (Disk Array Operations) Maintenance Activity Monitor Migrate Disk Array Manual Rebuild Manual PDM Synchronize Logical Drive Redundancy Check Media Patrol Event Viewer Chapter 6: Maintenance Firmware Update WebPAM Preparation TFTP Server IP Address TFTP Server Directory Name Firmware Image File Firmware Update CLU Preparation TFTP Server Firmware Image File Page Firmware Update Serial Port Firmware Image File Page Replace Power Supply Replace Cooling Unit Fan Page Page Page Page Replace Cache Battery Page Replace SEP Replace RAID Controller Page Chapter 7: Technology Background Introduction to RAID RAID 0 Striping RAID 1 Mirroring RAID 3 Block Striping with Dedicated Parity RAID 5 Block Striping with Distributed Parity RAID 10 Mirroring / Striping RAID 50 Striping of Distributed Parity Choosing a RAID Level RAID 0 RAID 1 RAID 3 RAID 5 RAID 10 RAID 50 Choosing Stripe Block Size Gigabyte Boundary Initialization Hot Spare Drive(s) Partition and Format the Logical Drive Cache Settings Where to Make Settings RAID Level Migration From To Increase Redundancy Capacity Performance Add Lose Ranges of Disk Array Expansion Current LD Size Maximum LD Expansion Size Sector Size Chapter 8: Troubleshooting VTrak is Beeping CLU Reports a Problem WebPAM PRO Reports a Problem Page LEDs Display Amber or Red Front Panel Page Drive Status Indicators Dark Steady Green Flashing Green Amber Red Back of Enclosure LEDs State Event Notification Response Page Page Page Critical & Offline Disk Arrays When a Disk Drive Fails Rebuild With a Hot Spare Drive Without a Hot Spare Drive Enclosure Problems Page Page Page Connection Problems SCSI Connections Serial Connections Network Connections Chapter 9: Support Frequently Asked Questions Page Page Page Contacting Technical Support Technical Support Services North & South America Europe, Africa, Middle East Pacific Rim China Limited Warranty Disclaimer of other warranties Your Responsibilities Returning Product For Repair Page Appendix A: Serial Connector Pinout 1 2 3 4 5 6789 Page Index