Glyph Support & Service Department

Service & RMA Address

Glyph Technologies
Attn: Service, RMA #________
227 Cherry Street
Ithaca, NY 14850

Before You Call

• What is the Glyph Model number and serial number?
  You can find this on the back of rack units, and on the bottom of tabletop units, or on the paper that came with your system. Still no luck? Check the original box, there should be a label on the end with the information.)
• What model initiator are you using? (Macintosh G5, Pentium 4 PC, Kurzweil K2500?)
• What operating system are you running?
• What DAW and/or NLE software are you using and what version is it?
• What is the connectivity to your Glyph devices - FireWire, USB, SCSI, or eSATA?
• Are there any other devices connected to your computer?
• If you're using SCSI, what are the SCSI addresses (ID numbers) for each device?
• What host bus adapter card are you using?

Glyph's industry leading Service Department is committed to providing our customers with the highest level of service available. From our lightning quick turn-around time to our "Direct-To-Tech" phone support, we try to keep your problems as painless as possible. Our goal is to minimize your downtime.

If your situation requires an RMA (authorization to return material to Glyph Service), you must first obtain an RMA number from the Glyph Service Department, by phone or email with one of our Service Technicians. Please DO NOT attempt to send any equipment to Glyph without getting that RMA number from Service first. And be very sure to mark the RMA number clearly on the outside of the shipping box.

Improve Windows Write Performance

A Windows problem has been identified which can affect any Glyph FireWire drive connected to a Windows XP or Vista computer, that results in slow write speeds to the Glyph drive. The default Windows settings for FireWire-connected drives can reduce your Glyph drive performance by as much as 90%. This problem is easily corrected, just follow these instructions.

Upgrade your GT 062 to include RAID 1

GT 062 drives shipped as triple drive mode (without RAID 1) from the middle of January 2007 through October of 2007. At AES in early October 2007, Glyph announced the addition of RAID 1 to the GT 062. Along with RAID 1, new GT 062 units will ship with Glyph Manager software to change drive modes and monitor drive health. You can send in your GT 062 to be upgraded with RAID 1 functionality, and the upgrade is free in the first year of warranty, aside from shipping costs. Please read our GT 062 upgrade policy for more information.

Audio Track Count Test Results

Glyph extensively tests our products in an audio environment using our "Density Tests" to approve new generations of hard drives and judge the performance of each product. Check out the test results..

Data Recovery

Glyph now offers first level data recovery for both Glyph hard drives and non-Glyph hard drives. We recover data using one or more software applications to fix the directory, scan the disk, and copy data to a new drive. If your Glyph drive can be fixed using these utilities, we cover it for free in the first two years of warranty. Read the full Data Recovery Policy Here.

Online Documentation

In an effort to reduce packaging and waste, Glyph products do not ship with printed or electronic documentation. All documents including manuals and data sheets are available online, under the corresponding product pages, and under Documents.

Frequently Asked Questions

We have posted a FAQ page and will be continually adding more entries.