Support

Our in-house support team is on-call and ready to assist Coraid users with issues, whether you’re new to Coraid software or have been a customer since 2005.

Support Packages

Standard, business-day email support is included for free with every Coraid license. Add on Premium support to your license to extend that coverage through the weekend. If you have crucial appliances, Mission Critical support will provide 24/7 care and phone assistance.

Coraid support will help with:

  • Performance troubleshooting.
  • Data recovery.
  • Password recovery.
  • Assistance in selecting hardware to match your data demands.
  • And much more

Get started with support→

Standard*PremiumMission Critical
Business Day
Weekend Day
24/7
Email
Phone
*Standard is included for free with license purchase.

Support Guides

Connecting to a Coraid appliance via CEC
Appliances are accessible in several ways: a null-modem serial cable with the settings of 9600–8-N–1, KVM or preferably with the Coraid Ethernet Console (cec). CEC is a method for obtaining a console connection to the SR appliance using standard Ethernet frames. CEC is very lightweight and does not include any security or encryption mechanisms. This document outlines how to install cec on both a Linux and Windows host and connect to a shelf. NOTE: CEC requires a standard Ethernet NIC connected to the storage network in order to function. Get full CEC instructions→
Setting up IPMI
Here are the steps necessary to set up IPMI (Intelligent Platform Management Interface) up on a SuperMicro chassis:

  1. Reboot the box, and hit the Del key to get to the BIOS setup. If the BIOS requests a password, the old Coraid BIOS password is pwzm.
  2. Find the IPMI tab using the Right Arrow, and hit Enter to bring it up.
  3. Using the Down Arrow, go to the System Event Log line, and hit Enter.
  4. Hit Enter, then Down Arrow, then Enter again, to change the SEL Components setting to Enable.
  5. Hit Down Arrow, then Enter, then Down Arrow, then Enter to change the ‘When SEL is Full’ setting to ‘Erase Immediately’.
  6. Hit ESC to back out one level.
  7. Hit Down Arrow, then Enter to get into the BMC network configuration settings.
  8. Hit Enter, then Down Arrow, then Enter to change the Update IPMI LAN Config setting to Yes.
  9. Hit Down Arrow, then Enter, to select the Configuration Address source setting to either Static or DHCP, then hit Enter.
  10. If DHCP was chosen in step [9], ignore this step. If the setting chosen in step [9] was Static, set the Station IP address, Subnet mask, and Gateway IP address settings appropriately.
  11. Hit ESC twice, then Right Arrow to get to the Save and Exit tab, then Down Arrow to select Save Changes and Exit, then Enter to make it save and reboot.

After this, use your favorite web browser to browse to the assigned IP Address. The default IPMI user and password are both ADMIN.

Using the ethdrv-diags script to assist the Coraid support team

The ethdrv-diags script was authored by the support team to assist in identification of possible problems in the following areas regarding an AoE initiator: AoE module issues, version issues with the operating system and/or AoE software, networking issues, hardware issues, AoE mounting issues, Coraid HBA issues.

  1. Download the script from coraid.com.
  2. Assuming your initiator has Internet access, these commands will download the script to your /tmp directory. If your initiator does not have Internet access, you'll need to manually copy the script to your initiator in lieu of step one. root@initiator:~# cd /tmp && wget http://coraid.com/ethdrv-diags

  3. Make the script executable and run it.
  4. root@initiator:~# chmod +x /tmp/ethdrv-diags && /tmp/ethdrv-diags

  5. Send the output file to Etherdrive
  6. Lastly, send the generated file to support@coraid.com for review.

Setting the BIOS

This page describes the process for editing the appliance's BIOS to get the SuperMicro X9DRH-7TF/7F/iTF/iF motherboards to recognize and boot off the Core.aid DoM.

  1. Upon booting the appliance, hit the Delete key to enter into BIOS setup.
  2. Go to the Advanced tab.
  3. Go to the SATA Configuration line, then press enter.
  4. Set the SATA Mode to `IDE Mode'.
  5. Set the Serial ATA Controller 0 mode to `Compatible'.
  6. Set the Serial ATA Controller 1 mode to `Enhanced'.
  7. Press the Escape key to return to the Advanced tab, then go to the Boot tab.
  8. Set the 1st Boot Device to `Hard Disk: SATA PM: SATADOM'.
  9. Go to the Save & Exit tab.
  10. Select the Save Changes and Reset line, then press Enter to reboot the appliance.

Classic Coraid Support

Coraid, Inc. went out of business in 2015, but its intellectual property and trademark was purchased by the founder of AoE’s new company, SouthSuite.

The SouthSuite support team can assist with classic Coraid systems going back to 2005 because they have one thing no other company has: the inventor of the technology, Brantley Coile.

In order to better help former Coraid clients, we’ve published slightly updated versions of the original hardware manuals from the days when Coraid, Inc. assembled and sold hardware along with useful administration guides.

Classic Coraid Manuals

SR 6300
SR 6200
SR 4200
SR 2421
SR 1521
Coraid EtherDrive SR/SRX v6 Administration Guide
Coraid EtherDrive SR/SRX CorOS Update Addendum
Coraid EtherDrive SRX v7 Administration Guide
Coraid EtherDrive VSX Administration Guide
Coraid EtherDrive HBA for VMware vSphere
Coraid EtherDrive HBA for Windows Server