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Customer Support
We have a set of QuickStart Documentation available that includes documents, links, and notes that are helpful whether you're new to Coraid or just need a refresher on certain topics.
As EtherDrive appliances are primarily command line based, text-based support enables us to more clearly communicate problems and solutions. By conducting support in the most efficient manner, we are able to provide high quality, responsive support.
When you contact us at support@coraid.com, please take care to supply us with the information we need. Please provide details about what Coraid equipment you're using by specifying model numbers. Please describe the problem you're encountering in positive terms, describing observable phenomena. With enough information, we might be able to help resolve your problem in our first response.
AoE Software Driver for Linux
When seeking support for the use of the AoE initiator for Linux systems (aoe driver), please provide the output file generated by the sos-linux script when run on the Linux host. If you do not already have the sos-linux script, you can download it by clicking here.
For more information about using the sos-linux program, please see "Using the 'sos-linux' script" found on our Quickstart Documentation page.
EtherDrive HBA and Drivers
Vmware ESX/ESXi HBA
For technical assistance with your EtherDrive HBA and driver for ESX/ESXi please access the Console Operating System of your ESX server, or service console of your ESXi server and provide the output of the following commands:
vmware -v
#For ESX HBA version 5.0.3 and later
grep . /proc/ethdrv/*
#For ESX/ESXi HBA version 2.2 and earlier
grep . /proc/ethdrv.* #For ESX
grep . /proc/scsi/ethdrv/ethdrv.* #For ESXi
esxcfg-mpath -L
esxcfg-volume -l
esxcfg-scsidevs -m
vim-cmd vmsvc/getallvms
Linux HBA
For technical assistance with your EtherDrive HBA and driver for RHEL/CentOS 5.4 and higher or RHEL/CentOS 6.x, please provide the output of ethdrv-sos when run on the Linux host.
Windows HBA
For technical assistance with your EtherDrive HBA and driver for Windows, please provide the output from the "Debug" tab of the EtherDrive UI Tool as well as a text file export of msinfo32.exe from the Windows host.
Solaris HBA
For technical assistance with your EtherDrive HBA and driver for Solaris 10, Oracle Solaris 11 Express, and OpenSolaris 2009.06, please provide the output the following command when run on the host:
cat /dev/ethdrv/*
cat /var/adm/messages
zpool status
fmdump -eV -t 1d
SRX Appliance
If you have consulted the SRX Frequently Asked Questions List and the SR/SRX Administration Guide and still need assistance, please provide the following information for the most efficient support:
- Using either a null-modem serial connection or CEC (the Coraid Ethernet Console), please provide the complete output of the sos command when run on the SRX console. For more information about using the cec program, please see "Using Coraid Ethernet Console (cec)" found on our Quickstart Documentation page.
- If you have syslog configured on the SRX, please send any recent messages captured by the remote host. If you do not have syslog configured, please do so in order to capture potentially useful messages for troubleshooting. For more information about configuring syslog, please see "Using the logging capabilities of the SR" found on our Quickstart Documentation page.
- Include a description of how your network is configured, including the brand/model number of any switch in between your host system and SRX. For simplicity in eliminating potential problems during troubleshooting, it's best to start with a single cable between the SRX and the host system. The SRX will properly perform auto-crossover.
VSX Appliance
For technical assistance with your EtherDrive VSX appliance, please provide the output file generated by the sos command when run on the VSX console. Alternatively, you can run sos -t to print to screen and capture via ssh session.
EG Appliance
For technical assistance with your EtherDrive EG appliance, please provide the output file generated by the sos command when run on the EG console. Alternatively, you can run sos -t to print to screen and capture via ssh session.
For questions/comments, please contact support@coraid.com.