General Articles

How to Register Your Storage and Create a Support Case on the Support Portal

2024-10-29T18:22:11.8200000

Introduction:

If there is a problem or support is needed to configure a Promise product it will be necessary to register the product and open a support case.

Registering your product:

Product registration must be done at support.promise.com.

https://support.promise.com/

Please disable any popup blockers for this site.

The first step is to create a new user, click the New User Registration button..

Fill out the required fields...

Now that you have a user account, the next step is to login and register your Promise storage.

Choose your product from the drop-down list.

Select the number of products to register, usually that would be 1.

Enter the product serial number, date purchased (then click Get Warranty) and enter the OS information and click the Complete Registration button at the bottom.

To find the serial number of your product, please consult the guide titled How to Locate Your Serial Number

Now that the product is registered, the next task is to open a support case.

Select the product you just registered from the pull-down menu.

Fill out the required fields, give a clear description of the problem and upload a service report if possible. A service report serves as a valuable resource for technical support in troubleshooting and diagnosing issues on your device. In the majority of troubleshooting scenarios, Promise Support relies on the service report to effectively diagnose problems. This comprehensive report includes event logs, configuration details, and the status of all hardware components, providing crucial insights essential for accurate issue resolution.

To upload a service report, please refer to the specific instructions tailored for your product family:

- Pegasus Family: Pegasus Family Service Report Guide

- PegasusPro Family: PegasusPro Family Service Report Guide

- Vess R Series: Vess R Series Service Report Guide

- VTrak Family: VTrak Family Service Report Guide

- Vess A Series:Vess A Series Service Report Guide

The Knowledge Base contains articles on saving service reports from various products via kb.promise.com

To upload the service report, click the Attach button, the Choose File menu will appear, select the file and click Upload Files, the menu will disappear. Then click Submit to complete the process.

Promise Technical Support will contact you by phone or by responding to the CRM, when the CRM is responded to an email will be sent to the email address entered in the user account.

Note: To learn how to attach files to your web support case, please visit the Promise Knowledge Base link: Attaching Files to Your Web Case. If you encounter difficulties responding to this web support case, it might be due to your browser's pop-up blocker. Please disable the pop-up blocker and attempt to click on the case ID to open it.

Customers with D-Link DIR-619L router are unable to connect to Apollo from outside network

2016-06-29T08:59:39.0800000

If you are using D-Link DIR-619L Wi-Fi router, please uncheck "Enable SPI" in Advanced Firewall Settings.

After unchecking the SPI setting, you will be able to sign into Apollo using P2P mode. If left enabled, SPI (Stateful Packet Inspection) will prevent the peer to peer connection from being established.

What are the warranty and support terms for Apollo?

2016-04-14T14:16:16.1130000

Contacting Technical Support

PROMISE Technical Support provides several support options for PROMISE users to access information and updates. We encourage you to use one of our electronic services, which provide product information updates for the most efficient service and support. Promise offers free phone and web support for the first 90 days after purchase of the product.

*Additional charges may apply

Promise offers local Phone Support for Apollo during normal business hours 7 days per week.

Please visit the Apollo support help desk portal at: https://getsupport.promise.com/Home

And click on the “i HELP DESK” link:

Limited Warranty

PROMISE Technology, Inc. (“PROMISE”) warrants that this product, from the time of the delivery of the product to the original end user:

all components for a period of two (2) years;
will conform to PROMISE’s specifications;
will be free from defects in material and workmanship under normal use and service.

This warranty:

applies only to products which are new and in cartons on the date of purchase;
is not transferable;
is valid only when accompanied by a copy of the original purchase invoice.
Is not valid on spare parts.

This warranty shall not apply to defects resulting from:

improper or inadequate maintenance, or unauthorized modification(s), performed by the end user;
operation outside the environmental specifications for the product;
accident, misuse, negligence, misapplication, abuse, natural or personal disaster, or maintenance by anyone other than a PROMISE or a PROMISE-authorized service center.

Disclaimer of other warranties

This warranty covers only parts and labor, and excludes coverage on software items as expressly set above.

Except as expressly set forth above, PROMISE disclaims any warranties, expressed or implied, by statute or otherwise, regarding the product, including, without limitation, any warranties for fitness for any purpose, quality, merchantability, non-infringement, or otherwise. PROMISE makes no warranty or representation concerning the suitability of any product for use with any other item. You assume full responsibility for selecting products and for ensuring that the products selected are compatible and appropriate for use with other goods with which they will be used.

PROMISE does not warrant that any product is free from errors or that it will interface without problems with your computer system. It is your responsibility to back up or otherwise save important data before installing any product and continue to back up your important data regularly.

No other document, statement or representation may be relied on to vary the terms of this limited warranty.

PROMISE’s sole responsibility with respect to any product is to do one of the following:

replace the product with a conforming unit of the same or superior product;
repair the product.

PROMISE shall not be liable for the cost of procuring substitute goods, services, lost profits, unrealized savings, equipment damage, costs of recovering, reprogramming, or reproducing of programs or data stored in or used with the products, or for any other general, special, consequential, indirect, incidental, or punitive damages, whether in contract, tort, or otherwise, notwithstanding the failure of the essential purpose of the foregoing remedy and regardless of whether PROMISE has been advised of the possibility of such damages. PROMISE is not an insurer. If you desire insurance against such damage, you must obtain insurance from another party.

Some states do not allow the exclusion or limitation of incidental or consequential damages for consumer products, so the above limitation may not apply to you.

This warranty gives specific legal rights, and you may also have other rights that vary from state to state. This limited warranty is governed by the State of California.

Your Responsibilities

You are responsible for determining whether the product is appropriate for your use and will interface with your equipment without malfunction or damage. You are also responsible for backing up your data before installing any product and for regularly backing up your data after installing the product. PROMISE is not liable for any damage to equipment or data loss resulting from the use of any product.

Which has priority on Apollo: Camera roll upload or user/client downloads and viewing of files?

2016-04-12T14:03:29.0770000

The client App/Utility will automatically detect how the computer or mobile device is connect to Apollo and will prioritize uploads and downloads dynamically.

User access will always take priority over camera upload. Camera upload is low priority and will be pushed to the background.

What is the maximum number of concurrent file uploads supported by Apollo?

2016-04-12T13:49:33.2430000

There is a maximum of 4 concurrent file uploads to Apollo.

An overview of file permissions on Apollo for shared owner folders.

2016-03-16T21:32:20.8370000

Operation	Owner/Creator	Read-only shared user	Read-write shared user
Read	Yes	Yes	Yes
Add	Yes	No	Yes
Update	Yes	No	Yes
Remove	Yes	No	No

Please note:

If a share user that has read-write access to an owner created folder and they upload a file, the file cannot be delted by the share user. The file can be read, written and edited, but not deleted.

A share user can only delete uploaded files which are inside the share user's private folder or the user's own createad share folder.

Users will not find an Apollo to claim, if the Apollo unit is in the office and the user is at home, even when connected through a VPN.

2016-03-16T21:14:26.1130000

It is an Apollo design limitation for first time finding and claiming. This is because the client’s mobile device and the Apollo unit are under different public IP addresses and unable to see each other even through VPN connections.

Does Apollo have sleep mode or energy saver mode?

2016-03-16T21:08:08.3470000

Yes. Apollo has energy saving features.

The hard disk drive inside Apollo will spin down if 30 minutes pass without activity.

However, the Apollo’s controller firmware is still active to receive any new request and quickly wake up the hard disk drive.

Is the file created by back-up to USB disk readable on any other systems?

2016-03-16T21:02:50.0770000

No. The back-up file is only readable by Apollo. The back-up is stored as an encrypted zip file to the USB disk.

The purpose is to avoid users being able to modify the content, and to keep the owner from seeing other people's content.

Is data access from Apollo encrypted when in transit?

2016-03-04T14:35:34.1330000

All transactions over the web are encrypted by AES 256.

What version of SSL is used on the shared links in Apollo?

2016-03-04T14:27:12.0230000

Apollo supports TLS 1.0, 1.1 and 1.2.

The actual SSL version used is dependant on what SSL version the client browser supports.

What does the "Use Cellular Data" option under "Camera Roll" control?

2016-03-04T14:23:09.8770000

If "Use Cellular Data" for the Camera Roll is enabled, and if you have no Wi-Fi connection, when synching the camera roll, videos and photos from your mobile device's camera roll will be uploaded via cellular data.

Use this option if you want immediate sync of your photos and video but do not have a Wi-Fi connection.

When "Use Cellular Data" is enabled, the Apollo Cloud App will use your cellular carrier's data minutes to sync the camera roll. So please check with your cellular providor and consult your data plan to prevent any unexpected data overage charges.

Other features of the Apollo app will still use cellular data even when the “Use Cellular Data” for the Camera Roll is disabled. This option is only related to the Camera Roll and does not prevent other functions from using cellular data.

If you do not want the Apollo app to use any cellular data, you will need to specifically disable use of “Cellular Data” in your mobile device for the Apollo Cloud application.

Which Operating Systems are supported by Apollo?

2016-03-04T14:08:46.5070000

At this time we support:

Apple OSX 10.8 and later
iOS 7 and later
Android 4.0 and later

Microsoft Windows support will be available in the future.

What will I need to install to play video content from Apollo on Android devices?

2016-03-04T10:33:34.9570000

For Android, users will need to install a 3rd party app, such as MX Player from the Play Store in order to play many video formats.

Android supported video formats: mov, m4v, 3gp, flv, mkv, mp4, avi