Top-10 FAQ’s Articles

First Time Sync of Camera Roll to Apollo Cloud May Take a Long Time

2016-05-31T23:16:48.1700000

The first time sync of Camera Roll to Apollo Cloud may take a long time. Please connect your mobile device to its power adapter while doing the first time sync of all photos and videos to Apollo Cloud.

Also, the app must remain in the foreground and active for the Camera Rolls sync to be processed. Switching apps, or turning off the mobile device will pause the sync upload. Sync of all photos and videos will continue once the app resumes running in the foreground.

Note that Camera Rolls can be used when you are not in range of a WiFi connection to the Internet, but your mobile device must support a wireless Internet data connection via a 3G or 4G network.

Depending on your network WiFi provider connection speed versus cellular data carrier speed, syncing Camera Rolls via your 3G or 4G broadband network connection may be faster than using a WiFi connection.

Please check with your cellular data provider before enabling ‘use cellular data’ for Camera Rolls, since there are typically usage fees for data transfer via your 3G or 4G broadband service.

Video: Automatically Claiming Apollo.

2016-05-05T23:19:03.8670000

Apollo Personal Cloud Hardware Setup.

2016-05-05T22:04:18.5670000

Step 1: Connecting the power

Attach the AC adapter power cord to the power insert on the back of the device. Plug the other end of the adapter into a suitable power source.

You must use the AC power adapter shipped with the device. Using a different power adapter can damage the device or might present an electrical safety hazard.

Step 2: Connecting the network cable

Use the included Ethernet cable to connect to the network port on the back of the device. Connect the other end to a networking device that allows the Apollo to connect to the Internet, such as a broadband router, or office Ethernet LAN that is connected to the Internet.

The Apollo does not require configuration of network settings or any other settings for initial system setup. Just make sure it has an available path to the Internet.

How do I return my Apollo for repair?

2016-04-14T14:38:11.9870000

Returning the Product For Repair

If you suspect a product is not working properly, or if you have any questions about your product, contact our Technical Support staff, and be ready to provide the following information:

Product model and serial number (required)
Return shipping address
Daytime phone number
Description of the problem
Copy of the original purchase invoice

The technician helps you determine whether the product requires repair. If the product needs repair, the technician issues an RMA (Return Merchandise Authorization) number.

Return ONLY the specific product covered by the warranty. Do not ship cables, manuals, CDs, etc.

You must follow the packaging guidelines for returning products:

Use the original shipping carton and packaging
Include a summary of the product’s problem(s)
Write an attention line on the box with the RMA number
Include a copy of your proof of purchase

You are responsible for the cost of insurance and shipment of the product to PROMISE. Note that damage incurred due to improper transport or packaging is not covered under the Limited Warranty.

When repairing returned product(s), PROMISE may replace defective parts with new or reconditioned parts, or replace the entire unit with a new or reconditioned unit. In the event of a replacement, the replacement unit is under warranty for the remainder of the original warranty term from purchase date, or 30 days, whichever is longer.

PROMISE pays for outbound standard shipping charges only. You must pay for any additional shipping options, such as express shipping and return of the defective part or unit.

IMPORTANT

Obtain an RMA number from Technical Support before you return the product and write the RMA number on the label. The RMA number is essential for tracking your product and providing the proper service.

How many user accounts are supported with Apollo?

2016-04-14T08:21:36.8270000

Apollo will support up to 10 user accounts that can manage their personal storage.

What is the largest file size allowed for publicly shared links on Apollo?

2016-04-12T13:54:37.3470000

You are limited to 1 GigaByte (1GB) maximum file size for publically shared links on Apollo.

Shared file links from Apollo to other members of the same Apollo, do not have this 1GB file size limit.

Minimum internet connection requirements for Apollo.

2016-04-09T08:28:26.4000000

For Apollo to provide the best user experience, you need the following:

Apollo directly connected to your router by Gigabit Ethernet.
An internet connection with a minimum of 4MBit/sec speed.

Promise Technology Policy on Data Recovery

2016-03-23T14:27:47.8730000

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.

Although RAID technology allows additional levels of redundancy it is still possible to loose data due to a double drive fault, user error, other device fault or software application running in your system. Please reference the “Limited Warranty“ and “Disclaimer of other warranties” in your respective product manual.

If you have experienced a possible data loss situation, please contact Promise technical support to determine the cause of the problem. It is very possible that Promise Technical Support maybe be able to assist in array recovery in the event of accidental array deletion, incorrect drive removal or even a double drive fault scenario.

If Promise is unable to recover your data there are many data and disk repair services available that can assist you.

What are the rules and limitations of resuming a paused or interrupted file transfer?

2016-03-17T13:40:49.2800000

Pause and resume file list transfer

If a user selects multiple files to be uploaded at once and then closes the Apollo App or Client before the complete list is transfered to Apollo, the transfer will pause. The unfinished files will resume transfer the next time the user signs in with the Apollo App or Client and then switches to the Apollo the transfer was active with.

Single large file pause and resume

Single large file will pause if the network connection is lost, ot the user logs out of the Apollo App or Client. File transfer will resume within 24 hours of last successful 4MB chunk transferred when the network connection is restored or the user logs back into the Apollo App or Client.

What video playback formats are supported with Apollo?

2016-03-04T11:27:34.3970000

Android:

Mov, m4v, 3gp, flv, mkv, mp4, avi
Will need to install 3rd party app for playback such as MX Player

iOS:

mov, mp4, mv4