OWC DIGITAL - MERCURY HELIOS
APPENDIx
9
3.1 TROUBLESHOOTING
NOTE:
Boot Camp is not supported. The Thunderbolt certification process does not include
Macs running Windows through Boot Camp.
Begin your troubleshooting by verifying that the power cable is connected to the Helios
and to a power source. If the power cable is connected to a power strip, make sure that
the power switch on the strip is turned on. Then, verify that both ends of your Thunderbolt
cable are properly plugged into the computer and the Helios.
Try to confirm the Helios and any installed PCIe cards are seen correctly by the computer. In
OS X, go to System Information (click on the Apple logo, hold down the ‘Option’ key, then
select ‘System Information’). The Helios will show up under ‘Thunderbolt’ if it is connected
correctly. Any installed PCIe cards will show up under ‘PCI Cards’. If you do not see the Helios,
try using a different Thunderbolt cable. If you do not see your PCIe card, unplug the Helios
and follow the assembly steps in
Section 2.1
to remove and re-install the PCIe card. If you
do see the PCIe card in System Information, check the ‘Tunnel Compatible’ section. If it says
‘No’, the PCIe card is not currently using a Thunderbolt-compatible driver. Check with the
PCIe card manufacturer for a Thunderbolt-compatible driver.
In Windows, you can look at all connected Thunderbolt devices by using the ‘Thunderbolt
Software’ application. Go to the system tray in the task bar and right-click on the Thunderbolt
icon, then select ‘View Connected Devices’. If connected correctly, the Helios will be
displayed in the list. Installed PCIe cards will show up in the appropriate subsection of Device
Manager, though there is no way in Device Manager to determine if a PCIe card is using a
Thunderbolt-compatible driver.
If your computer does not have the ‘Thunderbolt Software’ icon in the system tray, go to
Device Manager, expand the ‘System devices’ list, and count how many PCI-to-PCI bridges
are listed. Compare the number of these bridges when you have the Helios connected and
when the Helios is disconnected. If this number does not change, then the computer is not
detecting the Helios. Try using a different Thunderbolt cable. If your computer does not
have Thunderbolt 2 ports, hot-swapping may not be reliable in Windows.
If problems persist, consult
Section 3.2
for OWC technical support information.
3.2 TECHNICAL SUPPORT INFORMATION
APPENDIX
Hours:
8am to 8pm (CT) Monday - Friday
Telephone:
866-692-7100 (North America)
+1 (815) 338-4751 (International)
Live Chat:
www.owcdigital.com/livechat/
Email:
www.owcdigital.com/support/
