5. Verify whether your hardware and software configuration is supported. See
6. Check the hardware and connections:
Ensure that the host interface cable connector does not contain bent or recessed pins.
Ensure that all retention screws for the host interface cable and terminator are securely tightened.
Verify the host connection. See
If you still have a problem after these steps are completed, see
Contacting IBM technical support
Contacting IBM technical support
Before you call IBM® technical support, complete the following steps.
Important: This tape library is a customer installed unit. The customer is responsible for the setup and maintenance of the tape library. The customer is charged for
service if a service contract is not in place.
before a call is placed to IBM technical support.
Before IBM technical support is called, the customer is responsible for following published LTO diagnostic procedures, including any needed update to the current
level of firmware.
The IBM Support Center assists with problem determination and can initiate shipment of a replacement part, if needed, to the customer’s location. Transportation
costs, both ways, are paid by IBM. The replacement part becomes the property of the customer in exchange for the failed part, which becomes the property of IBM.
The customer is responsible for packing the failed part into the shipping carton that contained the replacement part. Failure to return the failed part to IBM within
30 days results in a bill sent to the customer for the new list price. The customer is responsible for installing and setting up all replacement parts.
Failure to use the carton in which the replacement part was received, or failure to properly pack the returned part, can result in charges that are incurred for
damage to the failed part during shipment.
Before you call technical support, follow these steps that help you take full advantage of your call.
1. Be prepared to provide
Machine type and model name
Serial number of the library
Hardware configuration, including firmware versions, drive types, number of modules
Type of host, operating system version, device driver information, backup software application and its version, HBA type and brand, SAN configuration
- Switch make and model (if applicable)
A brief description of the problem
2. Review all documentation carefully. (Experience demonstrates that most questions are answered in your documentation).
3. Be prepared to explain whether the software or hardware worked properly anytime in the past. Have you changed anything recently?
4. Pinpoint the exact location of your problem, if possible. Note the steps that led to the problem. Can you duplicate the problem or is it a one-time occurrence?
5. Note any host error messages displayed. Write down the exact error message.
6. If possible, call while at your computer, with the library installed and turned on.
The IBM Support Center assists with problem determination and initiates shipment of a replacement part, if needed, to your location. To contact IBM technical
support:
In the US: 1-800-IBM-SERV
All other Countries or Regions:
https://www.ibm.com/mysupport/s/
Select your country, then under Technical Support, click Open Service Request.
Diagnostic information
This section provides various diagnostic tools and information.
IBM Tape Diagnostic tool (ITDT)
ITDT is a tool with multifunction capability and is a quick, convenient, and efficient method for drive firmware updates. It can also assist with drive dump retrievals.
Error codes are used in the library and drive system to store all types of events with a unique error code and event description.
This section is intended to provide information to the reader about the library and tape drive by using TapeAlert technology.
When a drive encounters an error, it provides sense data as a response to the host.
IBM Tape Diagnostic tool (ITDT)
ITDT is a tool with multifunction capability and is a quick, convenient, and efficient method for drive firmware updates. It can also assist with drive dump retrievals.
Some of the capabilities of this tool:
Runs quick or extended diagnostic procedures on tape drives. If the library is online to the server/host where the tool is, ITDT communicates with the drive through
the library to load and unload a test cartridge.
Retrieves firmware memory dumps from tape drives and libraries.
Completes a firmware update on tape drives or libraries. See the note about library firmware updates.
Tests the performance of the environment by completely writing a cartridge and measuring performance.
Retrieves and displays cartridge information.
Verifies the encryption environment.
Does not require special device drivers.
Is available for most major platforms. Scans the host interface and finds and displays for selection all IBM® LTO devices. The tool does not display non-IBM devices.
The IBM Tape Diagnostic tool (ITDT) v4.1 is available as a command-line utility and a graphical user interface (GUI) version.
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Summary of Contents for System Storage TS2900
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