Searching: service report - 27 Results Found

General How to Register Your Storage and Create a Support Case on the Support Portal
R P posted this 22 May 2023 - Last edited 3 weeks ago

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.

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.

 

Vess R3000 Series How to save OPAS via USB flash drive or a Service Report via WebPAM ProE on the Vess R3000 Series
R P posted this 24 January 2023

How to save OPAS either via USB flash drive or WebPAM ProE on the Vess R3000 Series

Via [ USB flash drive]

  1. Prepare a USB drive with FAT32 format
  2. Insert it into the USB port in the front Panel –Left Side
  3. The USB LED indicator will be flashing in Green and starts to beep. After that beeps sound stop and the LED indicator stays solid in Green, it means that the OPAS device has been detected and collected. If the USB LED indicator flashes red, check that the USB drive was inserted correctly or use another USB flash drive with FAT32 format as the OPAS operation has failed.

 

Here is an example of OPAS via a USB flash drive

 

Via [ WebPAM ProE]

  1. Login with username and password (default username: administrator; password: password)
  2. Click the Generate Service Report in the Header (very top of the web interface, next to the Events/Alarm icon. It looks like a ‘download’ icon.) Information for the report is gathered and compiled. This action takes up to a few minutes, depending on the report size of your RAID system.
  3. The Vess will generate a system Service Report and depending on your browser's configuration you may either be prompted to select where to save the file, or the file may be automatically saved to your downloads folder.

This links to a Promise KB article on how to attach files to a web support case:

http://kb.promise.com/thread/how-to-attach-files-to-your-web-case/

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