V. Troubleshooting
• My hard drive isn’t recognized
Check cables and connections. Ensure USB 3.0 cable is properly oriented to the connector
on the computer and the external enclosure. Ensure enclosure is powered. If several USB
devices are connected to the computer, remove all of them and just try connecting the dLite.
USB 3.0 ports provide up to 900mA of power. USB 2.0 ports provide up to 500mA of power.
12v hard drives are not compatible and will not power up. Verify hard drive has been
initialized for use with the OS you have selected. Disk Utility completes this task with Mac
OS X. Disk Manager provides this service in Windows.
• Does the dLite work with all PPC and Intel based Macintosh computers?
Yes, the dLite works with all computers with at least one available USB 3.0 or USB 2.0 port.
For support of devices over 2TB Mac OS X 10.5.x or higher is required
VI. Product Support
Technical Support
For additional information on how to use dLite, download the latest updates, or for technical
assistance, please visit us at www.firmtek.com, or email us at support@firmtek.com.
Please provide the following information when contacting us:
• Product model and serial number
• Computer model
• Computer OS type and version (example: Mac OS X, version 10.6; Windows 7
• Hardware and software installed on your system
• Contact information including daytime telephone number and email address
• A detailed description of the question or problem
Return Merchandise Authorization
To obtain limited warranty service, you must first obtain a Return Materials Authorization (RMA)
and ship-to address by contacting FirmTek at http://www.firmtek.com/support. Please, request the
RMA by filling out the form at the bottom of the page.
NO RETURNS WILL BE ACCEPTED WITHOUT AN RMA NUMBER.
If FirmTek technical support determines the product needs to be repaired or replaced, a Return
Merchandise Authorization (RMA) number and shipping address will be provided. Please pack the
product in the original shipping container and include all of the original packaging - including the
static bag, all hardware, software, cables, and other accessories that came with the original
product. You are responsible for shipping and insurance costs, and any damage incurred due to
improper packaging or transport. You should remove all personal information from the product
prior to its return. For your protection insure the package and ship via a traceable method such as
UPS or FedEx. FirmTek is not responsible for lost or damaged packages.
FirmTek reserves the right to determine whether the product is to be repaired or replaced with
refurbished parts, or with a new or refurbished product. Data Recovery is not covered under this
warranty and is not part of the warranty returns process. Standard United States return shipping
charges are paid by FirmTek, Foreign and other shipping methods such as express shipping are
available for an additional charge.
Write down the RMA number on the outside of the shipping container, and include the following
information with the shipment:
• A description of the problem
• A copy of the original purchase invoice
• Return shipping address
• Contact information including daytime telephone number and email address
FirmTek, LLC reserves the right to refuse shipments missing a valid RMA number.