CAPTURING A DIAGNOSTIC LOG
A diagnostic log is a snapshot of the tape drive’s current condition. If the tape drive reports an
error, use VXATool to capture the diagnostic log as soon as possible after the error occurred. To
ensure that the diagnostic log accurately reflects the condition of the tape drive when the error
occurred, avoid disturbing the tape drive (for example, power-cycling, loading or unloading tapes,
or writing or reading more data) before capturing the diagnostic log.
GATHERING TROUBLESHOOTING INFORMATION FOR TECHNICAL
SUPPORT
Before contacting Technical Support, complete the following steps to gather all of the required
information. Having this information available before you call Technical Support will allow your
representative to help you as efficiently as possible.
VXA TAPE DRIVE INFORMATION
•
Serial number.
What is the tape drive’s serial number? The serial number is located on the
label attached to the tape drive. Alternatively, you can use VXATool to display the tape drive
serial number.
•
Firmware level.
What version of firmware is currently loaded in the tape drive? Use
VXATool to display the current version of firmware in your tape drive. Check
www.exabyte.com for the latest release of VXA tape drive firmware. If your tape drive is not
at the latest firmware level, use VXATool to update the firmware.
•
Tape drive configuration.
Is the tape drive an internal model (installed in a server);
external model; or integrated within a library?
•
LED status.
Do the tape drive LEDs indicate an error state? Refer to the Product Manual for
a description of the LED states.
SCSI BUS INFORMATION
•
SCSI host bus adapter make and model.
What is the make and model of SCSI host bus
adapter connected to the tape drive?
•
SCSI bus configuration.
What is the configuration of the SCSI bus used by the tape
drive?
•
Are other SCSI devices attached to the SCSI bus?
•
What are the SCSI IDs of all devices attached to the same bus (both internal and
external devices)?
•
Is the SCSI bus terminated at the physical end of the bus?
•
What is the total SCSI cable length for all devices (both internal and external devices) on
the SCSI bus? See the Product Manual for information about determining the total SCSI
bus length.
•
Check all SCSI cables connectors for bent pins and confirm that all connectors are firmly
seated
