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Troubleshooting
System beeping? Start here. Articles on how to handle any unexpected issues that you may encounter during normal use, updates, and client setup.
Updates and Upgrades Issues
Client Workstations Issues
- My mounted Platform Space do not show files or it keeps repeating the folder structure. (OSX)
- How do I test connection from workstation to the server?
- How to clear the Google Chrome browser cache.
- What does the Cache Reset Do?
- My workstation gets stuck on Connecting to Platform Screen
- I'm having trouble installing the Listener software, what should I do?
- How do I reinstall the Listener Completely on OSX?
- I can no longer connect with the Listener after changing the Platform IP address or moving between Platform Systems.
- My Mac doesn't seem to connect the Listener or the Window is constantly flickering. What do I do?
- How do I launch the Listener for Mac via Terminal?
- I'm receiving this login error that won't allow me to log into Platform. What do I do?
- I cannot log into Platform as it is stuck on the loading screen (PC).
- How to Manually Map a Platform Spaces on a Windows Workstation
Hardware Issues
- My Platform server is beeping loudly, what should I do?!
- The Areca RAID Controller Settings
- How to Identify a Failed Drive
- How do I reseat/swap/add a RAID controller?
- How do I check the RAID rebuild status?
- How do I silence the RAID alarm on my Platform system?
- How do I replace a failed hard-drive?
- My Server won't boot. What do I do?
- How do I eject RAID drives?
- How do I stress test my system?
- How to reseat the OS drive(s).
- Windows appears to be unstable. What can I do?
- My RAID/StorageGroup is degraded? What do I do?
- How to Troubleshoot Thunderbolt PCI Cards
- How do I check if my system had crashed?
- How do I get to the BIOS screen?
- How do I update the RAID controller drivers and firmware?
- What is a CMOS battery and what does it do?
Network and Connectivity Issues
- I try to connect to Platform but seeing a 503 Error. What do I do?
- I changed the Admin password for my Platform Server and now no one can connect, what happened?
- How to Adjust Network Settings on the Server OS (Internet Port) or check for the new IP.
- I've reached an HTTP Error 500.19 Internal Server Error. What do I do?
- How do I change/prioritize the connections speeds for my workstation?
- How do I perform a speed test?
- How do I disable Power Save mode?
- The Platform UI seems frozen/unresponsive, what do I do?
- I cannot remote into a server due to NLA (Network Level Authentication). What do I do?
- Some or all my users cannot log in and permissions resets are not working. What do I do?
- How can I tell if my network connection is working or not?
Drives and Data Management
- My Mac External Drive is not appearing or being recognized.
- How do I connect Thunderbolt Storage to my Platform Server?
- My File/Folder does not delete. What do I do?
- What do I do when my C Drive is full?
- How do I delete long file paths on Windows Server 2012 based systems?
- My Platform Space is Missing From the UI
- How to Access and Use LSA Storage Authority
- How to Set Project Space Quotas Manually
- How Do I Set a Hard Drive to Be a Hot Spare? (Areca)
- My Reindexing Task Keeps Giving Warnings or Errors. What do I do?
- How do I check the health of a drive/volume?
- What do I do when I have File Locking issues?
- My Platform Space Used File Size is Incorrect
- My Database is Full. What do I do?
- I'm trying to add/create a Platform Space but receiving an error that a Platform Space of the same name already exists.
- My Procache's Internal Storage is not appearing. What do I do?
- How do I check the health of a hard drive in the RAID?
- I'm receiving an error that there is already a Platform Space of the same name that already exists. What do I do?
Users, Permissions, and Group Issues
LTO Tape Hardware and Operations Issues
- Tape Is stuck or Not Appearing in UI
- Troubleshooting LTO Tape Drive 'C' Indicator and Cleaning Instructions
- I'm receiving errors when writing to tape but what do they mean?
- My Tape Drive is Showing an EC6 error. What do I do?
- How do I reboot my LTO library?
- How do I recovery a tape via advance troubleshooting.
- I'm receiving an error that files are missing from TOC when backing up. What do I do?
- I received a Must Sync Catalog Error. What do I do?
- I'm receiving Checksum Errors. What do they mean and what do I do?
- How do I view LTO logs?
- I'm trying to use LTO tape but it states invalid Scratch Directory. What do I do?
- Hardware Troubleshooting - How to Reseat the SAS Card and cabling.
- My LTO Drive is displaying a Number or Letter in Front. What does it mean?
Transcoding and Rendering Issues
Service and Support Issues
- How to Give TeamViewer Remote Access to Promax Support
- How to Access the Platform Server Without Monitor
- I changed my password and the Task Services is not starting.
- I'm receiving a System Net Web Exception. What does this mean?
- I'm getting the "Black Screen" issue using Teamviewer Remote Support software.