TAG: Tech Support - Frequently Asked Questions

Frequently Asked Questions

TAG's Technical Support Call Center is manned 24-hours-a-day by certified TAG Production Line Engineers. TAG's global presence extends to WORLDWIDE on-site system setup and on-site technical support. For more information, contact TAG Technical Coordinator's at 1-877-TAG-TECH (824-8324).

Receiver Related Problems

Possible additional problems if drives do not go back on line

1. If after you push the "onl" square, you do not get a message saying the drive state changed, the problem may be the receiver holding the drive. If you have had several drives fail at the same time, then the problem may still be only one receiver.

2. To check for this, power down first the top unit (Unit 1) then the bottom unit (Unit 2). Then the remove the lid on top of the case with the dead drives, and pull the SCSI cable off of the receiver of the failed drives except one (do not pull the cable off the good drives).

3. Now power back up the units, first Unit 2 and then Unit 1.

4. Attempt to put the drive back on line, then reset the configuration. After the drive is on line, reconnect the next dead drive to the SCSI cable. Do this for each drive until you find the problem receiver.

5. The repeater board on the back of the receiver may be faulty. To test this, remove the board from the back of the receiver. A jumper must be placed on J4 pins 7-8 (pins 7-8 are the 4th pair starting from the bottom of J4) on the back of the receiver.

6. Plug the SCSI and power back on the receiver Power the RAID back up and try to place the drive online. If it goes online, you need a new repeater board.

7. You may need to RMA the receiver to us for replacement if the drive still does not go online. Call for tech support at 1-877-824-8324, and be prepared to describe what you have done so far to solve the problem.