For Fast Support

Since our line of appliances is 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. In the rare case that phone support is more efficient or is required, we can call the customer.

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.

SR Products

If you have read the SR Frequently Asked Questions List and the SR Software User Manual and still need help, here are some tips for getting the most efficient support when you email us.

  • Tell us what firmware release your SR is running.
  • If you are having disk-related issues, tell us what kinds of disks you're using.
  • Use the serial console or CEC (the Coraid Ethernet Console) to get real text to send us instead of summarizing what's going on. For example, the output of "list -l" will be much more helpful than saying something like, "list -l shows the same thing."
    For more information about using the cec program, you can read this PDF document: Accessing Coraid SR products via Coraid Ethernet Console (CEC).
  • Please supply us with the text output of the sos command, run from the SR command line. 
    sos
  • Include a description of how your networking is configured, including which SR ports are in use. For simplicity in eliminating potential problems during troubleshooting, it's best to start with a single cable between the SR and the client system. The SR will properly perform auto-crossover.

VirtualStorage Appliance (VS)

To help us support your Coraid EtherDrive VS, please supply the output of the following command. You can capture the text output by using the serial console of the VS, or via CEC (Coraid Ethernet Console) connection to the VS. 
sos

AoE Driver for Linux

Building the AoE driver

When seeking support for compilation and installation of the AoE initiator for Linux systems (aoe driver), please supply the entire output of your build command (e.g., "make") when you are using fresh aoe driver sources. Please also include the output of the commands below. 
uname -a
grep . /etc/*release*

Using the AoE driver

When seeking support for the use of the AoE initiator for Linux systems (aoe driver), please send support@coraid.com the file that results when you run the sos-linux script. If you do not already have the sos-linux script, you can download it by clicking here.

If you would like instructions on using the sos-linux script, you can read this PDF document: Using the sos-linux script.

sos-linux

EtherDrive HBA and Driver for ESX/ESXi

If you are in need of technical assistance with your EtherDrive HBA and driver for ESX/ESXi please send us the output of the following when run at the Console Operating System of your ESX server, or service console of your ESXi server: 
grep . /proc/ethdrv.*

AoE Driver for Solaris

To help us support your Solaris AoE initiator, please supply the output of the following commands. 
uname -a
pkginfo -l CORDaoe
cat /etc/aoe.conf
aoectl list
svcs -l aoe     # (Solaris 10 only)
grep aoe /var/adm/messages | tail -40

#
# for each target device cadXXX that is associated
# with the problem:
#
kstat -n aoedXXX,conf; kstat -n aoedXXX,stats

For questions/comments, please contact support@coraid.com.