Phone Home Support - Adaptec 5325301507 Administrator's Manual

Phone Home Support

Problems with Cable Arm on the 18000 with a SCSI Cable Attached
The size of the connector on an attached SCSI cable may prevent the 18000 from
fully withdrawing into a rack when the cable management arm is attached. To
resolve this problem, remove the cable management arm.
You Have Problems Seeing the Tape Library Tape Device, Not the Robotic Arm
When you have problems seeing the actual tape device rather than the robotic arm,
it is most likely due to the Tape Loader being configured for Sequential Access.
Change the Tape Loader to Random or Mixed Mode.
The Admin Password to the Administration Tool Is Not Available
You can perform a limited reset to defaults, which includes the admin password (as
described in "Performing System Resets Without Network Access" on page 204);
then use the Administration Tool to set a new password.
The SnapServer 510, 520, 550, 620, 650, or 18000 LCD is Flashing
A flashing LCD indicates a server panic. In some cases, rebooting the server may
solve the problem. However, if this condition occurs more than once, try resetting
the system as described in "Performing System Resets Without Network Access" on
page 204.
You Can Not Delete Files or Folders From an iSCSI Disk
If an iSCSI disk is mounted to a folder, not a letter drive, in Windows you will not
be able to delete files and folders inside that mount point. The Windows Recycle Bin
does not understand mount points, so to avoid this problem either mount iSCSI
disks to letter drives on your Windows OS, or hold down the shift key while
deleting folders or files.
Phone Home Support
Once your SnapServer has been registered, Phone Home Support becomes available
for use. Phone Home Support emails system logs and files that contain information
useful for troubleshooting purposes to Overland Storage technical support. You can
use the
Monitor > Support
the course of working to resolve an issue, a technical support representative may
ask you to fill out and submit this page. If a case is already in progress, you will
need to enter the case number provided by the technical support representative.
Phone Home Support interacts with two fields on the
Notes
screen: (1) To use Phone Home Support, you must enter a valid SMTP
Notification
server IP address on the Email Notification screen; and (2) the first email address
210 SnapServer Administrator Guide
screen to open a new case with technical support; or, in
Server > Email