Tech Support – READ FIRST

The following document highlights some of the common problems seen when using Highly Reliable Systems Equipment. Please read through them prior to contacting tech support for assistance. First Steps:

Makes sure that all power connections are securely seated
Make sure that all cable connections (USB/eSATA/Cat5) are properly secured on the host side as well as the unit side
Check the device manager to ensure that the third party controller (if applicable) is properly installed and working properly

These symptoms are like a common cold – the causes are many. Here are the top solutions or things to try that may work or offer clues but, these are not ordered by any priority of success or likelihood.

The LCD screen on my media tray is not lighting up.
Please make sure that the tray is fully seated and the key has been turned to the locked and on position. The locking mechanism serves as a power switch for each drive bay.
How can I check if my unit is in warranty?
All equipment sold by Highly Reliable Systems has a serial number affixed to either the bottom of the rear of the unit. If you wish to check on an items warranty please contact tech support and provide them with the units serial number.
Do you offer direct support for end users if a reseller is not available?
Yes, Highly Reliable Systems will directly support on any equipment which we have sold. While we prefer that a reseller be involved should more advanced measures be needed to correct the problem, tech support will do what it can to aide the customer.
My High-Rely is powered on and properly connected to the server, but I still cannot see anything in Windows Explorer.
Windows Explorer may not always show a drive as it may need to be formatted or require a drive letter be assigned to it. To correct this you need to right click on “Computer” and select “Manage”. That will open the computer management console. Select “Disk Management” and check to see if the High-Rely drives are present. If they are format them if needed or assign the drive letter desired. You may gain additional control over drive lettering by using the High-Rely Drive Manager Service.
I’ve installed my eSATA controller, but I cannot see it in Device Manager.
Certain machines, like newer Dell servers for example, are notorious for being difficult to configure with third party eSATA controllers. If trying every feasible slot on the motherboard, and the other information in this page fails to work, we suggest trying various other various HBS controller chip manufacturers. The eSATA controller needs to support hot-swap and port multiplier functions. At this time we are aware of three makers, Silicon Image, Jmicron and Marvell. This link may also be useful: http://en.community.dell.com/support-forums/servers/f/956/p/19270165/19470378.aspx.
Windows recently updated and now I cannot see my High-Rely System
Some windows updates, will take it upon themselves to update SATA drivers to a newer version or its own AHCI version. This can be a problem and lead to the controller not responding properly. Remove the driver from device manager and scan for new devices. You may directly install the correct drivers for your controller from device manager menu.
Should I try to get the unit to work on another computer?
Yes, if possible connect the device to another server, workstation, or laptop and see if the units behavior continues or if it begins to act as suspected. Having another system handy when talking to tech support can be equally as helpful, but we understand that it may not always be possible.
I am seeing odd server behavior, drivers are dropping offline, backups may fail.
USB and, especially eSATA cables, are cables which carry these very high speed signals with multiple conductors and shielding. And, like most manufacturers, the cables we ship are tested by the cable manufacturer but they are not tested again by us – that would increase costs dramatically. Because the signals in eSATA cables are almost 6 times faster than USB 2.0, eSATA cables are especially very susceptible to the effects of simple folding, or fracture during installation and often there is no external evidence suggesting such. The same can be said for USB 3.0 cables. A fracture or defect in shielding can cause total failure, intermittent function or strange inconsistent symptoms due to those high speed signals used in them and their production of, and susceptibility to, RFI. Because we do not ship multiples of USB and eSATA cables with our equipment, often if there is a cable failure or compatibility, it is overlooked because there is not an alternate cable to try during tech support diagnostic routines. Furthermore, if replacement equipment is sent due to assumed failure, even though the replacement equipment is shipped with a replacement eSATA or USB, often the installing technician will overlook replacing the cables and may determine that the replacement equipment has failed as well. Replace the cables with the replacement equipment. Second, we suggest installers carry extra eSATA and USB cables with them which they know function for diagnostic purposes. AS A RULE, SHORTER CABLES ARE ALWAYS BETTER THAN LONGER ONES, especially with high speed signals. If you have a shorter cable you can change out for a longer one, do so.
Do you support programs like Backup Exec or Shadow Protect.
While we do know that our equipment works with various software vendors we cannot offer direct support for their software. We do have a couple of guidelines to aide in smoother operation, but if a problem is software specific you will need to call the software vendor for support.
My High-Rely unit is failing on more than one host machine.
If you are troubleshooting and installation and can replicate the problem on another computer, or were able to isolate a particular media tray or drive bay as the root of the problem please contact Tech Support for further assistance.
Windows 2000, 2003; The drive is visible, but will not mount with a drive letter when I hot-swap the media tray.
Are you using Disk Management (right click my computer, select manage, select disk management) to check for the actual volumes? If the drive is physically recognized by the host and showing in Disk Management, but there is no drive letter, then it is likely that hardware is fine. Consider using our HRDM2 utility to assign drive letters. Also, if you’re assigning drive letters but they’re not sticking after you remove and replace the drive, from the command prompt type “mountvol /E”.