Contacting Technical Support | Promise Technology EX4650, EX8658

Chapter 9: Support

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 following 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), SAS/SATA/ATA/ATAPI drives & devices, and other controllers.

Technical Support Services

Promise Online™ Web Site	http://www.promise.com/support/
	support_eng.asp.
	(technical documents, drivers, utilities, etc.)

United States

E-mail Support	e-SupportOn-Line
Fax Support	+1	408 228 1100 Attn: Technical Support
Phone Support	+1	408 228 1400 option 4
If you wish to write us for	Promise Technology, Inc.
support:	580 Cottonwood Drive
	Milpitas, CA 95035, USA

The Netherlands

E-mail Support	e-SupportOn-Line
Fax Support	+31	0 40 256 9463 Attn: Technical Support
Phone Support	+31	0 40 235 2600
If you wish to write us for	Promise Technology Europe B.V.
support:	Science Park Eindhoven 5542
	5692 EL Son, The Netherlands

273

Image 287

Promise Technology EX4650, EX8658 Contacting Technical Support, Technical Support Services, United States, Netherlands

Contents

Supertrak Recommendations CopyrightTrademarks Important data protection information Radio Frequency Interference Statement Page Contents Installing Drivers SuperBuild Utility Installing Drivers, Management with WebPAM PRO SuperBuild Utility,107 Management with WebPAM PRO, Managing Software Services, Management with WebPAM PRO, Management with WebPAM PRO, Technology Background, Troubleshooting Appendix D LED Backplane Connections Appendix a Partition and Format Appendix B UpgradesSupport 287 Xiv About This Manual Introduction Hot-Swapping Product OverviewXOR Microprocessor Operating System Support WebPAM PRO Management Software Advanced Hardware Design Key Features and BenefitsFeatures Benefits Browser Support Compatibility Features Benefits Advanced Hardware Design Features Benefits Compatibility Specifications Unpacking the SuperTrak Card InstallationPage Installing the SuperTrak Card SuperTrak EX4650 card SAS Ports Ch1-4 SuperTrak EX8654 card SuperTrak EX16650 card + R G + + - + Connecting SuperTrak to a VTrak Jbod Enclosure Connecting SuperTrak to a SuperSwap Enclosure SuperTrak SAS Port Enclosure ID Range Drive ID Range SAS Connections and ID NumbersScenario 1 Virtual Enclosure Sgpio Scenario 2 Virtual Enclosure Host PC Scenario 5 SAS Expanders Scenario 3 External Enclosures Daisy ChainScenario 4 External Enclosures Parallel Level Number of Drives Choosing the Physical Drives Creating a Logical Drive Installation Page Installation Page Installing onto Windows Installing the CLI License Agreement dialog box Choose Destination Location dialog box Ready to Install dialog box Install Complete dialog box Installing onto Linux Introduction dialog box License Agreement dialog box Choose Install Folder dialog box Pre-Installation Summary dialog box Install Compete dialog box Register On-line dialog box Sh CLIInstaller...FreeBSD.bin -i silent Installing the CLI onto FreeBSD Sh CLIInstaller...VMware.bin -i silent Installing the CLI onto VMware Operating System Support Installing WebPAM PROUtility Server Agent Browser Support Internet Browser Installing WebPAM PRO onto Windows License Agreement dialog box Setup Type dialog box Custom Setup dialog box Choose Destination Location dialog box WebPAM PRO Server dialog box Ready to Install dialog box Install Complete dialog box WebPAMPRO...Linux.bin file, then press Enter Installing WebPAM PRO onto Linux License Agreement dialog box Choose Install Product dialog box Choose Install Folder dialog box SSL Security Options dialog box Pre-Installation Summary dialog box Install Compete dialog box Register On-line dialog box Regular Connection Logging into WebPAM PROLogging in at the Host PC Logging in over the Network Https//192.168.10.2288443/promise Login Screen Click the Add Subsystem/Host tab Setting up WebPAM PRO Add Subsystem/Host tab Installing Drivers Click the Driver for Windows button Driver Installation MediaWindows Tar zxvf RH-306010003.tar.gz Linux and FreeBSD Load Driver New OS InstallationWindows Server Choose the Don’t search online option Confirming Driver InstallationExisting System Windows Vista Existing System Windows Server Existing System Windows XP Existing System Type cd /mnt/floppy Type sh ./installRed Hat Linux Enterprise 4.4 Type mount -r /dev/fd0 /mnt/floppy Fedora Core Fedora Core 7 Type cd /media/floppy Type sh ./install Type cd umount /media/floppySuSE Open 10.2, 10.3, 10.5 Type mount /dev/fd0 /media/floppy SuSE Sles 10, 10 SP1 Miracle Linux Option 2. Device Node Does Not Exist FreeBSD 6.1Option 1. Device Node Exists Existing System VMware ESX Server 3.0.2 Esxcfg-boot -rg esxcfg-boot -b Installing Drivers Page SuperBuild Utility SuperTrak Bios SuperTrak Bios screen SuperTrak Bios screen, logical drive offline SuperBuild Main Menu Accessing the Main Menu Selecting a Controller Memory Type DDR2 Sdram Viewing Controller Information Viewing Physical Drive Information Managing Physical DrivesViewing Physical Drives Managing Physical Drive Problems Viewing Disk Array Information Managing Disk ArraysViewing Disk Arrays Creating a Disk Array Deleting a Disk Array Changing Disk Array SettingsRebuilding a Disk Array Viewing Logical Drive Information Managing Logical DrivesViewing Logical Drives Creating a Logical Drive Write Cache Policy Choose from Write Back or Write Through Initializing a Logical Drive Deleting a Logical Drive Changing Logical Drive Settings Selected logical drive is removed from the list Creating a Spare Drive Managing Spare DrivesViewing Spare Drives Viewing Spare Drive Information Changing Spare Drive Settings Deleting a Spare Drive Viewing Background Activity Viewing Nvram Events Managing the Event LogViewing RAM Events Clearing the Event Logs Synchronizing Time with an Embedded Site Setting the Time ZoneWorking with Time Sync Working with the Buzzer Using the Miscellaneous MenuMaking the SAS Ready LED Setting Making the Sgpio Backplane Setting Enabling or Disabling the Buzzer 106 Management with WebPAM PRO 108 Management with WebPAM PRO WebPAM PRO interface Accessing the Interface Using Tree View Using the Header WebPAM PRO Tree View Using Management View Viewing the Event Frame Choosing a Display Language Viewing the Storage Network Saving the Event FrameDeleting the Event Frame Storage Network appears in Tree View Logging out of WebPAM PRO Viewing User Information Making User SettingsManaging Users Changing Your Own Password Making Your Own User SettingsChanging a User’s Password List of User Privileges Creating a UserDeleting a User 119 Adding a Subsystem or Host Working with Subsystem/Host ManagementViewing Subsystem/Host Information Deleting a Subsystem or Host In-Band versus Out-of-Band Setting User Privilege Changing Web Server Settings Managing Software ServicesViewing Service Status Linux Setting up Email ServiceRestarting the Tomcat Server Windows Sending a Test Email Message Setting up Extended SmtpSetting Event Frame Refresh Time Changing CIM Server Settings Changing CIM Client Settings Refreshing the WebPAM PRO Screen Setting User RightsManaging the Host Viewing Host Information Viewing Subsystem Information Managing the Subsystem Click the Clear Statistics link Setting an Alias for the SubsystemClearing Statistical Data Updating the Firmware Severity Definitions Checking Subsystem HealthViewing the Runtime Event Log Viewing the Nvram Event Log Saving the Runtime Event LogClearing the Runtime Event Log Clearing the Nvram Event Log Saving the Nvram Event Log Viewing Current Background Activities Making Background Activity Settings Running Media Patrol Running Background Activities Scheduling an Activity Running PDMViewing Scheduled Activities 136 Deleting a Scheduled Activity Viewing System Configuration 138 Viewing Controller Information Managing the ControllerViewing Controllers Information 140 Viewing Controller Statistics Making Controller Settings Clearing an Orphan Watermark Viewing Battery Information Silencing the Buzzer Making Buzzer SettingsTesting the Buzzer Viewing Buzzer Information Viewing Enclosure Information Managing Enclosures Virtual or Third Party Enclosures Viewing a List of Physical DrivesLocating a Physical Drive Sata Drives SAS Drives Making Global Physical Drive SettingsPromise Enclosures Viewing Physical Drive Statistics Making Physical Drive SettingsAdjustable Items Clearing Stale and PFA Conditions Locating a Disk Array 151 Creating a Disk Array Automatic Configuration Creating a Disk Array Express Configuration 154 Logical Drive Creation Creating a Disk Array Advanced ConfigurationDisk Array Creation Summary Disk Array Operational Status Physical Drive Status Making Disk Array Settings 159 160 Migrating a Disk Array Rebuilding Manually Rebuilding Automatically Running PDM on a Disk Array Running Media Patrol on a Disk Array Preparing a Disk Array for Transport Transitioning a Disk Array 165 Logical Drive Status Viewing Information for All Logical Drives Locating a Logical Drive Logical Drive Synchronization Viewing Logical Drive Statistics Initialization Viewing the Logical Drive Check Table Running Redundancy Check 171 Viewing a List of Spare Drives 173 Deleting Spare Drive Making Spare Drive Settings Running Spare Check Viewing a List of All Logical Drives Working with the Logical Drive Summary Viewing Individual Logical Drive Information 178 Navigate to the C\Program Files\WebPAMPRO\Agent\bin folder Opening the CLI on Windows Go to the /opt/Promise/WebPAMPRO/Agent/bin directory Opening the CLI on Linux, FreeBSD, and VMware Command Action Table of Supported Commands View redundancy check status and progress This can be used in place of the help command or Usage List of Supported CommandsAbout Array Transport Options ID= Decimal places. If not specified, all available capacity is Examples Battery Bga Bbm Spare in the following condition Buzz Checktable Config 193 Ctrl Maximum amount of usable space Command from host is supported Enclosure Date Event Export Factorydefaults Init Logdrv Migrate Displayed Pdm Phydrv Option. Defaults to be all if -d is not specified Medium error threshold. If the threshold is reached, Ptiflash Port number Rc -a start -l3 -n -p rc -a start -l3 Rc -a stop -l2 Spare Spath HBA Stats Subsys Sync Transit Topology Specifies the id of disk array which contains the revertible Introduction to RAID Technology Background RAID 0 Striping interleaves data across multiple drives RAID 0 Stripe RAID 1 Mirrors identical data to two drives RAID 1 Mirror Enhanced Data Mirrors Physical Drives RAID 1E Enhanced Mirror RAID 5 stripes all drives with data and parity information RAID 5 Block Striping with Distributed Parity RAID 6 stripes all drives with data and dual parity RAID 6 Block and Double Parity Stripe Data Stripe Mirror Physical Drives RAID 10 Mirror / Stripe Component Minimum Maximum RAID 50 Striped Distributed Parity RAID 50 Axles 3,3,3 RAID 60 is a combination of RAID 6 and RAID RAID 60 Striping of Double Parity RAID 60 Axles 5,5 10,10 4,4,4 231 Advantages Disadvantages Choosing a RAID Level RAID 1E 234 High Read data transaction rate Choosing Sector Size Choosing Stripe Block Size Logical Drive Size Sector Size Choosing Cache PolicyTB Limitation Write Cache Policy Capacity CoercionRead Cache Policy Hot Spare Drives Initialization RAID Level Migration Partition and Format the Logical Drive Target Requirements None Add physical drives maximum RAID 10 must have less than 16 physical drives Physical drives maximum PDM Ranges of Disk Array Expansion Current LD Size Maximum LD Sector Size Expansion Size Delete and Recreate PDM Triggers Media PatrolPredictive Data Migration PDM Drive Failure and Automatic Rebuild Transition 250 Manual Transition Automatic Transition 252 Critical & Offline Logical Drives When a Physical Drive Fails 254 Rebuild Operation With a Hot Spare DriveWithout a Hot Spare Drive 256 LEDs Problems Reported by SuperTrakBuzzer Logical Drive Status Fault Activity Firmware StatusGlobal LED Display Direct LED Display Bios 260 What to Look For Problems Reported in WebPAM PROOpen WebPAM PRO 262 Finding the Failed Drive in SuperBuild Physical Drive Management screen Finding the Failed Drive in WebPAM PRO Salvaging Physical Drives Manual Rebuild SuperBuild Utility Rebuilding a Logical DriveSpare Drive Available No Spare Drive Available Manual Rebuild WebPAM PRO Cache Battery Does Not Charge Recovering from a Blank Screen Will Acpi work with HDDs on the SuperTrak EX Series? Frequently Asked QuestionsPre-Installation Speed, Device Types, Capacity, Cabling Can I use Atapi devices on the SuperTrak EX Series? How can I change the resources that the SuperTrak uses? Drive Issues Installation Issues Capacity, Booting Aren’t the WebPAM PRO icons supposed to be animated? Post-InstallationWhy can’t I run WebPAM PRO in Konqueror? Netherlands Technical Support ServicesContacting Technical Support United States Taiwan GermanyItaly China Disclaimer of other warranties Limited Warranty Your Responsibilities Returning the Product For Repair 279 280 Appendix a Partition and Format Click the Next button to start the Wizard Appendix a Partition and Format 284 Downloading Bios and Firmware File Updating SuperTrak Bios and Firmware Logging into WebPAM PRO Downloading the WebPAM PRO Update FileInstalling the WebPAM PRO Update File Updating WebPAM PRO Appendix C Battery Backup Unit Installing the BBU BBU module connectors on EX4650. Other models are similar 290 Appendix D LED Backplane Connections Schematic Diagrams Backplane Storage Device Status Direct LED DisplayAggregate LED Display Global LED Display Numerics Index Start 27 Jbod 14 107 Status 92, 93 Stripe size 21, 93, 156 Logical drive 94, 95, 156 Delete 99, 174 information List 97 Buzzer 104 VTrak Jbod 14, 16, 147, 151, 167 Info 166, 167