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:

  1. Makes sure that all power connections are securely seated
  2. Make sure that all cable connections (USB/eSATA/Cat5) are properly secured on the host side as well as the unit side
  3. 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 or LED Activity light 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 the rear of the unit. The format should be as follows, HR100xxxxx. If you wish to check on an items warranty please contact tech support and provide them with the unit’s 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 in order to aid the customer.
  • My High-Rely BNAS/RNAS is powered on and trays are locked into place and powered on, 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 may need to open Windows Disk Management and verify the drives are present. Once in Disk Management, please make sure the drives are initialized, formatted and have been assigned a drive letter. Once these steps have been taken your drives should now be visible through Windows File Explorer.
  • My High-Rely NetSwap is showing the RAID disk as degraded, inactive and unformatted.

Please visit the following article on how to get the RAID set back up and running: https://www.high-rely.com/2018/09/05/raidmirror-disk-shown-as-degraded-inactive-and-unformatted-after-interruption-to-netswap/

  • How do I reset my High-Rely NetSwap to factory default?

There are three options to accomplish this. The first is logging into the web console and selecting “Restore Default Configuration” from the left-hand sidebar. The next option is to attach a monitor and keyboard directly to the NetSwap and choose “Restore Default Settings” from the console menu. The third option is reinstalling the NetSwap OS from the include USB restore key that came with your unit. Instructions for this process can be found a thee following link : https://www.high-rely.com/2018/06/28/restoring-your-high-rely-netswap-plus-to-factory-default/

  • I have lost my password for the High-Rely NetSwap web console.

There are unfortunately no backdoors into the NetSwap device. You will need to use either option two or option 3 from the above question to restore the NetSwap back to factory default.

  • 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 unit’s 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.
Category: Technical Support