I'm getting an unknown error; how do I download a special trace off the NEO?

Version 1

    Solution: There are two ways that you can download the special trace file from the Neo. If the unit is configured on the network, you can use a Web browser and Web TLC to capture the trace file. Otherwise, you can use the NeoCenter utility on a Windows system (you will also need the serial adapter and cable set that came with NEO to connect the system with NeoCenter installed to the RS232 port on the back of the NEO).

    IMPORTANT: Run the trace immediately after the failure occurs. The information that is kept is volatile and will be lost if you restart the NEO.

    SOLUTION 1. Using a browser logged on to Web TLC

    1. Log on to Web TLC.

    2. Select the History option.

    3. Scroll down to the area that mentions Download a Binary File.

    4. Select and download the Special Trace binary file.

    5. Send the file to techsupport@overlandstorage.com. Enter the call ticket in the subject line of the e-mail message.


    SOLUTION 2. Using the NeoCenter utility

    1. Download and install the Neo Center Utility from:
    ftp://ftp.overlandstorage.com/Utility/NeoCenter/
    2. Menu Bar - Connect: Connect with Neo Center

    3. Menu Bar - Upload

    4. Select Special Trace.

    - Binary File: INSERT C:\special.bin
    - Make sure a check mark is in Post-Process Uploaded Data
    - Database File: = C:\Program Files\NeoCenter\NextGen.tdb
    -Post-Processed File: INSERT C:\special.trc
    -Click OK

    5. Send the special.bin file to techsupport@overlandstorage.com. Enter the call ticket in the subject line of the e-mail message.