We have 2 support sites, one in the USA/Canada region that support the USA/Canada region and another based in Taiwan that supports the Global site that covers all other countries. The product mix sold by this two region are different, you will get better support from the global site. You can also reach them directly at support-global@vantecusa.com address in future email.

Here are the steps when requesting for warranty replacement:

1) Start the RMA process.

     We offer 1 year warranty for this product. If it is within 1 year, you can contact RMA through our website using the Online RMA link.

      https://www.vantecusa.com/rma.php

     After submitting, you should get an approval within 24 hours (check your spam folder, to make sure it did not end up in the spam folder)

2) After you have gotten the RMA number, follow the instruction in the approval email, the prep the unit and send it back to us (you pay for shipping back to us).

3) Once we have received the defective unit, we replace the unit and send it back. (we pay for shipping back to you).

4) You can check on the status of this process by emailing to rma@vantecusa.com for more information on the status.

The design of this battery pack comes with built-in features to protect the battery from damage. This built-in circuit design sometime using the wrong charger will cause it to display blinking LED. Try resetting it by turning it off and using only a regular USB port on a computer to charge to see if that will clear the 4 LED flashing problem or Leave it alone not connected until the flashing stop and then connect to a PC USB port.

Most standard iPhone chargers are 1A. Try using a USB port on a computer to charge to see it will work any better.

Troubleshooting the Power GEM 3500 (VAN-350BB)

1: The input power exceeds 6V (normal is 5V), remove the charger.
2: Battery charging less than 4.4V (normal is 5V), remove the charger.
3: Charging the battery temperature is above 60 degrees, remove the charger and let the temperature drop to below 50 degrees.
4: Charging the battery temperature is below -10 degrees, remove the charger and let the temperature return to above 0 degrees.
5: Discharge the battery temperature is above 75 degrees, remove device and let the battery temperature drop below 65 degrees.
6: Discharge the battery temperature is below -20 degrees, remove device and let the battery temperature increase to -10 degrees.
7: USB port1 short circuit, removes the load, then press the button to clear the flashing condition.
8: USB port2 short circuit, removes the load, then press the button to clear the flashing condition.
9: USB port1 output exceeds 2.3A (meaning you are connecting a device that draws too much power from the battery), remove the load, then press the button to clear the flashing condition.
10: USB port2 output exceeds 2.3A (meaning you are connecting a device that draws too much power from the battery), remove the load, then press the button to clear the flashing condition.
11: USB port1 damage (no 5V output), Flashing condition even after pressing the button to clear error.
12: USB port2 damage (no 5V output), Flashing condition even after pressing the button to clear error.

If the battery continues to blink without charger attached, only connected to the load, and it is still flashing, check the condition above #5, 6, 11, 12.

NST-610NU-N1 cannot see xbox

Try out this firmware.

http://www.vantecusa.com/system/application/media/data_file/drivers/G5S604101A26700-20101203.tar.gz

If you still have a problem, then update the DLNA Software

Go to System > install Software > Uninstall
you should see the picture below showing the installed list. Uninstall and install the newer version from the link below (DLNA part of the firmware)
http://www.vantecusa.com/system/application/media/data_file/drivers/DMS-1.1a.3.bz2

NST-610NU-N1 cannot access SMB using Mac

Use mucommander for file manager because the smb client on OSX is not working with 610NU.

http://www.mucommander.com/

The Mobile High-Definition Link (MHL) is a new standard for use with tablets and smartphones. It sends the audio and video signals through the micro USB connector and converts it to an HDMI® signal for use on HDTVs. The signal remains in digital format throughout the entire transmission and conversion process, so no quality is lost.

This adapter is designed to this new standard and allows you to connect your MHL device, such as an HTC EVO 3D or Samsung Galaxy S3, to your high-definition TV. It supports all video resolutions, including 1080p, and up to 8 channels of audio (for 7.1 surround sound). It also supports 3D video and HDCP media protection.

Some devices (such as the HTC EVO 3D) can supply sufficient power from their internal batteries to drive the adapter. For others, or in the event you want to charge your device while using the AV output, you can plug your charger into the micro USB port on the side of the adapter.

The current list of MHL compatible devices from the top three Android phone manufacturers includes:

* The Samsung Galaxy S III requires the use of an 11-to-5 pin Micro USB adapter to use a standard 5-pin MHL adapter, such as this one. Currently only Samsung carries the adapter, but Monoprice will carry one shortly.

M2500, M3500, SAS Connector

What Cable can I use for SAS connection to the M2500 or M3500 Series EZ Swap enclosures?

It really depends on the controller that you are using. Here is a list that will help you decide:

In normal condition, if the OS is NOT doing any read or writing, it should be green (sometime it may flash red briefly if the OS ping or check on the drive)

In normal condition, if the OS is doing any reading/writing to the drive, it should be alternating between red and green.

The red is for reading/writing activity by the OS.

The Green is to show power coming from the ac adapter.

Make sure the device is connected before you install this drivers.

Use this link to get the latest drivers for Windows 10 or later version.

https://www.vantecusa.com/CKEdit/images/files/nba-200u_v8182166.zip

Use the picture below, step by step to configure the unit, when you get to step 13, click on the speakers to test them. Make sure you have speakers connected to all the port channels on the adapter to fully check out your speakers. If not, plug a headphone one port on the adapter at a time and click on the speaker icon to test each port.

Try the following steps in this sequence carefully:

Wired mode using USB connection:

1. Insert the hard drive into the dock (make sure it is a known good hard drive)
2. Connect the power to the dock.
3. Connect the USB cable to the dock and to your system.
4. Make sure your system is already powered ON.
5. Power ON the dock. (never insert or remove the hard drive when the dock power is ON)
6. If this is a new drive, it will need to be initialize, partition and formatted. See attached instruction to prep the drive.
7. The disk in the dock MUST be formatted in NTFS for the wireless dock to see correctly be other device.
   Note: OS X cannot write to a NTFS file system, it can read from it only. (limitation of OS X)
8. If your system can see the drive in the dock correctly, copy a few music files to the root of the disk to test the dock.
9. Once the system can see the drive correctly, you can go on to the next step using wireless function.

Wireless mode using smart phone (Android/IOS):

1. Continue from the step above, If the system can see the drive correctly, safely eject the USB connection to the dock via “safe to remove USB”
2. Power OFF the dock.
3. Remove the USB cable from the dock.
4. Power ON the dock and wait 40 Seconds for the wireless dock to start.
5. Using your smartphone, install the NexStar-WIFI apps from Android or IOS store.
6. After installing do not run it yet.
7. Using your smartphone setting, go into the WIFI setting, you should see the NexStar-WiFi access point. If you did not see it, wait for 40 secs.
8. Using your smartphone connect to the NexStar-WiFi access point.
9. Start the VantecWIFI apps.
10. The apps should see the hard drive and you should be able to play the music that you copied in step 8 in the initial instruction.
     

Wireless mode using Computer (Windows XP/7/8/8.1/10; OS X):

1. For WiFi mode, make sure no USB are connected to the wifi device and power it ON.
2. Wait 40 Seconds for the WiFi to be ready.
3. Connect using your computer wifi to the NexStar-WiFi access point
4. Once connected, If you are trying to access your files, use your Windows Explorer and enter ”\\10.10.10.254\”, the “\\” is important.
5. You will be prompted with login window, use “admin” for user name and “admin” for password.
6. If you are trying to access the management page, use your browser (IE/Chrome/FireFox).
7. For OS X user:
   a) Use Finder to connect to the server via SMB using “smb://10.10.10.254/” in the Server Address box to access the files. Use “admin” for user name and “admin” for password.
   b) For access to Management Page, use the Safari browser.

If you have further question, please let me know at what point you have a problem and explain the problem so that I can help you further.

WiFi Tether

Try the following steps in this sequence carefully:

1. Power ON the WiFi enclosure and wait 40 Seconds for the wireless signal to be ready.
2. If you have already installed the software app skip this step. Using your smartphone, install the NexStar-WIFI apps from Android.
3. After installing do not run it yet.
4. Using your smartphone setting, go into the WIFI setting, you should see the NexStar-WiFi access point. If you did not see it, wait for 40 secs.
5. Using your smartphone connect to the NexStar-WiFi access point.
6. Start the Vantec-WIFI apps.
7. The apps should see the hard drive and use the storage in the enclosure.
    

For Tethering using smartphone, continue from the step above:

1. While in the Vantec-WiFi app, tap on the Settings icon indicated by the three dots on the top right.
2. You should see menu item like "About Me", "Status", "System", "Network", "WiFi" and "Security".
3. Select WiFi menu, It will give you a list of WiFi available and one of them is your router access point.
4. Select your router access point and enter the appropriate Wireless password.
5. You will get connected and you should see your router access point name and “connected”
6. Once this is done, you can exit the Vantec-WiFi app and use your other apps to surf the internet.
7. If you have other devices that are connected to the NexStar-WiFi, they can also access the internet at this point without doing any change.
8. If you want to know if this WiFi enclosure is tether to your access point, Select “Status” in step #9 and it should show Connected AP with your Router name on the right.

For Tethering using laptop using wireless, you can follow the steps above #1 thru 15 so that the WIFI Dock is tether to your internet router. Once it is tether. Other device connected to the dock will have internet access too.

OR you can start it new below:

1. Turn ON your laptop and connect to the WIFI dock via the “NexStar-WiFi” access point by using your Internet Explorer / Chrome / FireFox internet browser using the URL “10.10.10.254”.
2. That will bring up the NexStar WiFi configuration menu.

1. You should see menu item like "STATUS", "SYSTEM", "NETWORK", "WIFI", "SECURITY", and “TOOLS”.
2. Select WiFi menu, It will give you a list of WiFi available and one of them is your router access point.
3. Select your router access point and enter the appropriate Wireless password.
4. You will get connected and you should see your router access point name and “connected”
5. Once this is done, you should have access to the internet and the dock.
6. The get to the internet, just bring up your browser and you should be tethered and have full access to the internet. To access the files, bring up Windows Explorer and use \\10.10.10.254\ to access your video, music or picture in the dock just like you normally do in windows explorer.
7. If you have other devices that are connected to the NexStar-WiFi, they can also access the internet at this point without doing any change.
8. If you want to know if this WiFi enclosure is tether to your access point, Select “STATUS” in step #8 and it should show Connected AP with your Router name on the right.

Link to download instructions in pdf format

Link to download instructions in pdf format

For Windows 7 and Windows Server 2008 R2:

If you are getting missing drivers (code 28) when you add this card, please us the hotfix from microsoft to correct and update the drivers.

https://support.microsoft.com/en-us/help/2990941/update-to-add-native-driver-support-in-nvm-express-in-windows-7-and-wi

You can also access the drivers directly here.

Windows 7, 64bit, Location: (https://www.vantecusa.com//CKEdit/images/files/477475_intl_x64_zip.exe)

Windows 7, 32bit, Location: (https://www.vantecusa.com//CKEdit/images/files/477474_intl_i386_zip.exe)

Sorry, the drivers will not support virtual mode or use in Oracle virtual box.

Mount the NVMe SSD on the UGT-M2PC200 or UGT-M2PC100 or UGT-M2PC110 NVMe slot, insert this PCIe x4 card into your system PCIe x4 or better slot. If you are using Windows 7 OS, you need to download drivers from Microsoft to patch your Windows 7 OS so that the system can read the NVMe SSD correctly. If you are using Windows 10, it should automatically see the card and the NVMe SSD.

Here is the link to access the patch from Microsoft:

http://hotfixv4.microsoft.com/Windows%207/Windows%20Server2008%20R2%20SP1/sp2/Fix487764/7600/free/477475_intl_x64_zip.exe

Download this firmware and run it on a Windows system to flash the hub. Make sure the hub is connected before you flash it.

https://www.vantecusa.com/CKEdit/images/files/Usb3HubFWUpgrade_Setup_V1.1_VL811_0983.exe