FAQs
Frequently Asked Questions
General
What information will I need when calling Rorke technical support?
When calling technical support please have either the order number or serial number of the product you are having problems with.
I need to call technical support with a problem I am having but can’t find the support phone number.
Rorke technical support can be reached by calling 1-800-328-8147. You may also email technical support at techsupport@rorke.com. When emailing technical support please include the following information:
- Serial number
- First and last name
- Contact number
- Description of the problem you are having.
Where can I find the serial number for my equipment?
Serial number locations change from one model to the next, but the general location will be on the back side of the equipment on the top, sides or bottom.
RAID Galaxy
What is the default IP address of my Galaxy HDx2/HDx/i?
Rorke Galaxy-i/HDx/HDx2 RAIDs ship with a default IP address of 192.168.1.129
How do I change IP Address of your Galaxy-i/HDx/HDx2 using the front panel?
Please download and follow this how-to guide: http://www.rorke.com/Stock/LibraryFiles/HDx2_ChangeIPGuide1.pdf
What is the default password of your Galaxy-i/HDx/HDx2?
There’s no password, press Enter to login.
How do I get to the LCD screen main menu on the Galaxy-i/HDx/HDx2?
Press and hold the [ENT] button for 2 seconds.
Can I connect to the Galaxy-i/HDx/HDx2 using a web browser?
Yes, but only on an HDx2 or greater model. Launch a web browser with your Galaxy HDx2/HDx/i IP_Address like: https://IP_Address
I have a Bad Block event on my RAID, what should I do?
Hard disk drives are currently designed to handle bad blocks, as is the RAID controller. By itself a Bad Block alert can be safely cleared by pressing on the front of the chassis, or in a telnet/hyper Terminal session. If the message persists, then there are multiple bad blocks. If there are 5+ bad blocks in a short period of time, or you are also experiencing performance problems, please contact Technical Support for further assistance.
How do I start media scan to proactively find and fix bad disk drive blocks?
Go to View/Edit Logical Drive, press [ENTER] on the LG DRIVE, select media scan by pressing [ENTER], and press [ESC]. This will prompt to confirm media scan.
What kind of preventative maintenance measures should I take to ensure peak performance and reliability?
Running a media scan once every one or two weeks is the best way you can ensure performance and reliability.
How do I to Restore Factory Defaults of your Galaxy-i/HDx/HDx2?
Please download and follow this how-to guide: http://www.rorke.com/Stock/LibraryFiles/HDx_RestoreDefaults.pdf
How do I verify the physical drive slot as indicated by the RAID menu or front panel?
There are a couple ways you can view the physical drive slot:
1. Open the front LCD screen and there should be a diagram on the back.
2. The drive-identifying function can be selected from “Main Menu”/”View and Edit Drives”/”Identify Drives.”
Please download and follow this how-to guide and turn to Page 128: http://www.rorke.com/Stock/LibraryFiles/GMN348_0107.pdf
Where’s the event log on the Galaxy-i/HDx/HDx2?
There are a few ways you can view the event logs:
1. You can use the front LCD screen to navigate to the event logs.
2. You can use the web GUI interface to browse to the event logs.
3. You can telnet via IP_Address to the Galaxy-i/HDx/HDx2 and view the logs.
The “Dirty Cache” light is flashing on my RAID, is this normal?
Yes. The ‘dirty cache’ light on our Galaxy HDx RAID products indicates that data is currently being written to the unit. The RAID controller uses some amount of write-back cache to temporarily store data as it waits to being written onto the disks themselves. While this speeds up the performance of the system significantly, any data in the cache would be lost in the event of a power failure. This slight vulnerability is indicated by the amber ‘dirty cache’ light.
What settings do I need to connect to my Rorke Galaxy-i/HDx/HDx2 RAID using hyper Terminal?
Connect your Galaxy-i/HDx/HDx2 using the supplied Serial Cable (black 1/8” stereo to DB9) and Null-Modem adapter (if there are two 1/8” jacks, use the left one). Then connect with hyper Terminal using the following settings: Bits per Second 38400, Data bits 8, Parity none, Stop bits 1, Flow control none. Press control + L to refresh the screen.
What HBA's, Operating Systems, and Raids support LUNs over 2TB in size?
Currently Windows XP 32-bit edition and 2.4 Linux kernels are the only common OS systems that don't support greater than 2TB storage LUNs. All current Rorke Data RAIDs, HBAs, and NAS systems support greater than 2TB LUNs.
What is the default raid configuration for my Galaxy-i/HDx/HDx2?
Raid 5 or Raid 6.
What does it mean when there is an amber/red flashing LED on one of the drive?
Please contact Rorke Data Tech Support: 1-800-328-8147 or submit a support request and description of the issue to techsupport@rorke.com, or fill out this simple Tech Support Form to open a call: http://www.rorke.com/services-service-call.cfm
I’m having difficulty with my Galaxy HDx/HDx2? It’s giving me errors?
Please download & run Galaxy RAID Report Utility v2.3 (4.01 MB) from: http://www.rorke.com/Stock/LibraryFiles/galcfg2311.zip. Follow the simple readme to generate the dump file. Once report is generated, email output.txt and description of the problem to techsupport@rorke.com.
NAS
How do I enable my GalaxyNAS to power up autonomously after a power failure?
The steps to take to enable the GalaxyNAS LX to power on autonomously after a power failure:
1. Power on system
2. Press DEL to enter BIOS
3. Go to Advanced
4. Go to Boot Features
5. Go to After Power Failure
6. Change to "Power On"